Streamlining A Global O2C Process

Lew BaderSVP Global Order-to-Cash

Pearson

About Pearson

The world's largest education company, Pearson Education

The Financial Times

The Penguin Group

PEOPLE

People need to understand the vision• Chart the course

• Employ Multiple Option Thinking

• Take intelligent risks

• Align Goals and Objectives to the vision.

SMART Goals

Specific

Measurable

Achievable

Realistic

Timely

You can’t do it too much…

Communicate

Communicate

Communicate

Plan and Train

Formalize your Plan

Knowledge Transfer

Knowledge Cascade.

DON’T RUSH IT!

Plan and Train

Don’t forgetyour

retained team!

Culture

One size DOES NOT fit all

Cultural differences

Local business practices

TECHNOLOGY

Automate

Standardize

Eliminate

Promote Customer Self-Service

Adopt Standard Tools

Develop

Buy

Partner

PROCESS

What is your job?

Record Orders?

Deliver a product or service?

Create and deliver invoices?

Collect the cash?

Deliver World-Class Service Improve the Customer Experience

Take stock of the current state

Is your business changing?

What will you have to do in three years…… in3 months?

Do you have a plan?

Best Practices

• Align all of Order-to-Cash - Single Management

• Business units focus on commercials…Not transaction processing

• Centralize common and standard activities

• Find a partner who can do it better than you

Governance

• Establish effective governance. Meet regularly with:

• Executive• Legal• Finance• Sales

• Establish realistic credit limits

METRICS

What Gets Measured Gets Done!

Streamlining Global O2C

METRICS WHAT GETS MEASURED GETS DONE!

•Adopt standard metrics (DSO, Turnaround Results, Customer Satisfaction) and report on them regularly

•Keep a scorecard on everyone’s objectives (Milestones, Achievements)