Deloitte Shared Services, GBS & BPO Conference

Transcription

1 Deloitte Shared Services, GBS & BPO Conference Focus 20: Powering organisation-wide Innovation and Talent from Business Services Simona Simion-Popescu, Coca-Cola Hellenic November 2017 Vienna, Austria

2 COCA-COLA HELLENIC & BUSINESS SERVICES AT A GLANCE A leading bottler in the Coca-Cola System with a 50-year history / 6bn+ turnover/31k employees Sofia people Nizhny Novgorod languages 60% speak>2 languages/ 95% with University degree Most diverse bottler footprint: 28 countries in 3 continents/ 1.7m customers/595m consumers Scope of Services: Finance/HR/Procuremen t/master Data

3 WE SUPPORT GROWTH & DRIVE COMPETITIVE ADVANTAGE Driving cost efficiency through digital automated services Delivering great customer and employee experience Building an engaged and capable talent pipeline

4 Single ERP platform OUR JOURNEY TOWARDS BEST IN CLASS BUSINESS SERVICES Function-Centric/ / E2E Process/Service-Centric/ / Customer/Value Centric/2017+/ Standardization and centralization of transactional processes Fix and shift approach Cost Reduction System utilization / Automation Accounts Payable & Supplier Support General Accounting Credit Management & Cash Application Travel & Expenses Master Data (excl. MTC) HR Transactional Customer facing Multi-function and cross-function E2E processes End user experience / service vs process design Optimization / eliminate duplicate work Cost reduction through Technology Collections & Disputes Master Data(MTC) Credit Enhancement Procurement Administration AP Enhancement HR Unparalleled customer service Insights driven organization Enabling strategic business initiatives Further efficiency through automation & robotics EXPANDING SCOPE AUTOMATION All processes Austria, Hungary, Czech Republic, Slovakia, Italy, Switzerland, Poland, Latvia, Lithuania,Estonia, Romania, Moldova, Republic of Ireland, North Ireland, Serbia & Montenegro, Nigeria, Bulgaria, Greece, Cyprus, Bosna & Herzegovina, Croatia, Slovenia NIGERIA RUSSIA

5 I am Vladi AP accountant Leading people in a Shared Services Organization is more difficult vs. Core Business: Challenging workforce Not a cool business

6 Shared service is NOT cool

7 #ATTRACT & DEVELOP TALENTS Development opportunities, available and known to all: 1. Acceleration Center 2. Fast Forward 3. Coke Leader 4. Master Pro 5. Career Growth Framework 6. Pioneer in CCH for Critical capabilities: Lean Six Sigma, Service design, analytics, RPA 7. Mission Development: Possible - advertising campaign & exhibition

8 #BRING TALENTS INTO THE SPOTLIGHT formally & informally Create sense of purpose & belonging

9 #CREATE A SENSE OF PURPOSE & BELONGING What s Ahead annual and regular meetings with all employees Business strategy education through gamification (Who Wants To Be a Millionaire winning through strategic priorities) BSO communication team employees collaborating in every initiative (Xmas Party, BSO Life Internal Magazine, CSR, Workspace arrangements)

10 IT PAYS BACK 101 people promoted from Shared Services to other business functions, 41 in 2017 Engagement constantly growing (from 47% to 88%) Business partnering Award voted by internal customers

11 I am Vladi part of the Marketing Team in The Coca-Cola Company

12 WHAT ABOUT OUR CUSTOMERS? They don t you by default

13 PIT STOP CONCEPT LISTEN & ACT Facilitate organizational transformation and change management through: 1. Cola boration and stakeholders engagement 2. Understand what your customers want 3. Implement improvement action plan on prioritized area 4. Communicate across LEAD CHANGE! Every major transformation in the group is now using the Pit Stop methodology launched by us

14 ENGAGE CUSTOMERS TROUGH boration SERVICE MANAGEMENT ONE COMPANY MINDSET

15 #KEY #KEY TAKEAWAYS TAKEAWAYS INSPIRATIONAL LEADERSHIP #Attract, develop and motivate talents #Bring them into the spotlight #Create a sense of purpose and belonging CHANGE LEADERSHIP #Break the boundaries #Cola borate for stakeholders engagement #Co(ke)-create with customers

16 Deloitte Shared Services, GBS & BPO Conference November 2017 Vienna, Austria November 2017 Vienna, Austria