Multi Location; Multi Function Shared Servicesin Glasgow
Customer & Business Services (CBS)
"Here he is Edward Bear, coming downstairs now, bump, bump, bump, on the back of his head, behind Christopher Robin. It is, as far as he knows, the only way of coming downstairs, but sometimes he feels that there really is another way, if only he could stop bumping for a moment and think of it”
You might find something of interest in my story
Over 20 years in shared services Multi industry
Oracle; RBS; RMC; Sanmina/SCI; Glasgow City
Multi function Finance; HR; Contact; Other
Multi location Sharing, standardising,
simplifying but in many locations
Lots of mistakes and lots of learning
Employees involved
Automate
Respond to customers
Keep it Simple
I've failed over and over and over again in my life and that is why I succeed.
Michael Jordan“ ”
The services we provide
HRRecruitment
TrainingEmployee ContactPayroll
CONTACT2m calls p.a.
GrantsFirst point of contact for
Social Work
SPECIALISTLicensingRegistrars
Political support
OFFICE SERVICES
Secretarial & other support to front line
services
FINANCEP2PO2C
Finance Support
2600+ people 300+ locations
Support Services in Glasgow
0%
3%
6%
9%
12%
15%
18%
21%
01/01/2009 01/01/2010 01/01/2011 01/01/2012 01/01/2013 01/01/2014
% o
f tot
al s
taff
CBS Scope Out of CBS Scope
25% reduction in support service staff in 5 years
Protecting front line budgets
When you have completed 95% of your journey, you are only half-way there.
Japanese Proverb“ ”
66,70057,300
7,600
49,700
4,0005,400
9,4000
10,000
20,000
30,000
40,000
50,000
60,000
70,000
Out-turn FY09/10
New Work FY10/11 - 14/15
New Work(TSS)
Projected costpre savings
Savings to date PlannedSavings
Projected costby completion
£'00
0
More work coming to CBS At a lower cost (£9m p.a. less)
Google: No Multi-LocationShared Services
I’m a lone lonely loner all alone.
Sid the Sloth
If I had it all to do again
MANGEMENTBALANCING
YOUR SCORECARD
CLIENTEVEN
STRONGER SPONSOR
CULTURE & BRAND
Five Lessons Learned…
Those who cannot remember the past are condemned to repeat it.
George Santayana“ ”
What makes you “Irish”?
Good business leaders create a vision, articulate the vision, passionately own the vision and relentlessly drive it to completion.
Jack Welch“ ”
Who are your “apostles”?
Find the good. It’s all around you. Find it, showcase it, and you’ll start believing in it.
Jesse Owens“ ”
“Balanced” is the key word
Success is not final. Failure is not fatal. It is the courage to continue that counts.
Winston Churchill“ ”
1212/12/2014
Client needs to change tooin decentralised model
CUSTOMER
COLLEAGUE
CLIENT
MANAGER
OUTPUTS
INPUTS
STRATEGIC
TACTICAL
CORPORATE PRIORITIES
LOCAL PRIORITIES
Some priorities are more of a priority than others –platinum processes.“ ”
The sponsor is moreimportant than ever
#bestsharedservicesever?
Over to you
