+ All Categories
Home > Documents > New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon,...

New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon,...

Date post: 25-Sep-2020
Category:
Upload: others
View: 0 times
Download: 0 times
Share this document with a friend
13
Deloitte Shared Services Conference 2018 Extended Lab: Practical discussions about your digital journey: Deloitte’s Digital Shared Services Lab Aprajita Rathore and Susana Cambeiro-Gesto, Deloitte
Transcript
Page 1: New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon, James (UK - London) Created Date: 10/15/2018 10:54:03 AM

Deloitte Shared Services Conference 2018Extended Lab: Practical discussions about your digital journey: Deloitte’s Digital Shared Services LabAprajita Rathore and Susana Cambeiro-Gesto, Deloitte

Page 2: New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon, James (UK - London) Created Date: 10/15/2018 10:54:03 AM

Decision support lab: practical steps for increasing shared services value to your businessCopyright © 2018 Deloitte Development LLC. All rights reserved.

What is Digital?

Advanced Analytics?Cloud?Robotics Automation?

Artificial General

Intelligence?

Mobility?

Cognitive

Insights?

Visualisation?Workflow?

Page 3: New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon, James (UK - London) Created Date: 10/15/2018 10:54:03 AM

Decision support lab: practical steps for increasing shared services value to your businessCopyright © 2018 Deloitte Development LLC. All rights reserved.

Digital is not a technology but a strategy…a new era of business

Exponential connection that affects everything ... All organisations

must evolve or face extinction … The secret is to NOT think of it as a

device … but about becoming connected, integrated, and efficient.

Page 4: New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon, James (UK - London) Created Date: 10/15/2018 10:54:03 AM

Decision support lab: practical steps for increasing shared services value to your businessCopyright © 2018 Deloitte Development LLC. All rights reserved.

Digitally enabled service delivery delivers three game-changing impacts

What makes digital?

• Personalisation

• Accessibility

• Collaboration / engagement

EXPERIENCE

• Data / information availability

• Proactive decision making

• Creativity / innovation

INSIGHTS

• Agility

• Standardisation & integration

• Automation

SPEED

Vision & strategy Process & governance Talent & culture Technology

Enablers

Page 5: New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon, James (UK - London) Created Date: 10/15/2018 10:54:03 AM

Decision support lab: practical steps for increasing shared services value to your businessCopyright © 2018 Deloitte Development LLC. All rights reserved.

Trends in experience

Digital Market Leaders are shifting focus to high quality customer experience:

• Customer Experience in increasingly becoming more personalised with advanced analytics capabilities driving the change.

• Increasing / improving Self Service options is a critical component of a good customer experience

Timeliness of response and reacting to business requests are among the top three priorities of Global Business Services*

75% organisations are currently looking for alternate talent models for their shared services organissations*

In order to provide a customer experience, it is important for the SSC / outsourcing support organisation to be adequately staffed and supported by the right operating models, organisational structures, processes, policies, and performance metrics to help ensure results are achieved

* Deloitte’s 2017 Global Shared Services Survey

A cognitive chat-bot built on IBM Watson technologies that answers questions around structured and unstructured data

CARA

Gives customers the ability to ‘in their own words’ easily converse with the brand on any given subject whenever, wherever, however it suits them. Giving businesses the power to actively encourage customer and brand interaction.

Humley

CRM application to connects departments, systems & workflows and uses a closed-loop process to diagnose and fix issues

Servicenow

Able to converse with customers in more than 40 languages in a natural, context aware dialogue and enriched with real time insights

Amelia IPSoft

Personalises and simplifies user experience for SAP applications to deliver role-based experience across businesses

SAP Fiori

Sample technologies

Page 6: New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon, James (UK - London) Created Date: 10/15/2018 10:54:03 AM

Decision support lab: practical steps for increasing shared services value to your businessCopyright © 2018 Deloitte Development LLC. All rights reserved.

Trends in insight

Numerous cases of business identifying revenue and cost saving opportunity by analysing data from SSC/Outsourcing organisations

• Ability to analyse and visualise company data in real time holds tremendous potential for identifying business opportunities

• Decision making backed by high quality comprehensive data drives business competitiveness across sectors

Businesses are using innovation and business insights to*:

58%Increase in

service quality

44%Reduce cost of

delivery

31%Increase

revenue growth

20%Deliver new capabilities

38%Improve User Experience

* Deloitte’s 2017 Global Shared Services Survey

A mature analytics tool with an intuitive design and a broad range of data visualisation options

Tableau

A tool that uses Natural Language Generation to convert data sets into written reports with natural language commentary

ARRIA

A descriptive analytical model, visualised using Qliksense, to better understand what was driving costs and profit to make more informed business decisions

Qliksense

A tool which anonymously analyses usage data from business applications to evaluate productivity across people, process and resourcing

Worklytics

A visualisation and analytics tool powered by in-memory computing that enables you to review and drill-down data in real time

SAP Digital Boardroom

Sample technologies

Page 7: New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon, James (UK - London) Created Date: 10/15/2018 10:54:03 AM

Decision support lab: practical steps for increasing shared services value to your businessCopyright © 2018 Deloitte Development LLC. All rights reserved.

Trends in speed

58% organisations across geographies and industry sectors have implemented robotics in some form*

Digital organisations have to respond to changing business requirements and reducing the time spent on transaction processing to focus on value benefits improves the overall performance and also optimises costs.

Increasing automation is the 2nd most important strategic priority for enterprises

3.09

2.59

4.75

3.9

4.14

4.5

5.12

2.05

3.36

3.91

4.24

4.27

4.89

5.05

Developing a GBS model

Increasing geographic scope

Developing analytics capabilities

Increasing functional scope

Increasing degree of functionalprocess integration

Increasing level of automation

Focusing on continous improvement

Today In ten years

* Deloitte’s 2017 Global Shared Services Survey

A cloud-based network connecting buyers and suppliers with solutions across the P2P spectrum, including procurement, e-invoicing, & supplier mgmt.

Tradeshift

A mature and fast-to-scale automation development platform capable of interacting with structured and unstructured data

Automation Anywhere

A Procure-to-Pay workflow tool with the ability to integrate with daily workflows across multiple ERPs

Coupa

A cloud based platform that increases the quality, accuracy and efficiency of the financial close and other period-end activity

Blackline

An intuitive game-based psychometric test application used to evaluate candidates

Arctic Shores

Sample technologies

Page 8: New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon, James (UK - London) Created Date: 10/15/2018 10:54:03 AM

Decision support lab: practical steps for increasing shared services value to your businessCopyright © 2018 Deloitte Development LLC. All rights reserved.

Instructions

• Think through where your organisation is today with your Digital journey related to the three dimensions

• Rank in descending order the areas of focus in the next couple years (if you are exceling at one dimension then you should rank that lower in your list)

Time: 5 mins

Dimension Characteristics Ranking

• Personalisation

• Accessibility

• Collaboration / engagement

• Data / information availability

• Proactive decision making

• Innovation

• Agility

• Standardisation & integration

• Automation

Experience

Insight

Speed

Objective: rank in order the most relevant dimension to you and your organisation

Activity: ranking relevant dimensions

Page 9: New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon, James (UK - London) Created Date: 10/15/2018 10:54:03 AM

Decision support lab: practical steps for increasing shared services value to your businessCopyright © 2018 Deloitte Development LLC. All rights reserved.

What makes digital SSC? What do we need to get there?

InsightCollaboration/engagement

Easy to work with effective engagement channels and governance processes

Personalisation

Customised experience for the user/customer. Predict patterns and putting the user at the heart of the design

Accessibility

Access to SSC available through multiple channel –portal, tablet, mobile apps, social media with intuitive interface

Use of data/analytics

Centralised use and management of data to perform analytics

Innovation

SSC to provide strategic services – analytics and robotics expertise, workforce management

Proactive decision making

Insightful and predictive analysis to make proactive decisions across the organisation

Agility

Use of agile methodology and talent to manage changing nature of the organisation

Automation

SSC takes advantage of technology to automate processes with combination of human and digital workforce

Standardisation & integration

End-to-end integrated and standard processes and ways of working

Experience

Speed

Augmented teams

Scalable and cross functional teams with both human and digital workforce

Risk taking

Risk-taking, agile, continuous learning culture

Changed Skillset

Diverse skill sets - design thinking, user-input techniques, technology skills

Cloud

Data mined in real time exponentially faster

Robotics

Automation with enabling and new technologies

Mobile Apps

Access through multiple channels

Integrated

Standardisation and integrated processes?

Machine Learning & AI

Increase speed and add value

Governance

Proactive, adaptable governance structure

Talent and Culture

Process

Technology

Data/information availability

Rich, clean, structured data

A clear digital vision and strategy is the core enabler

What do we need to enable “Digital”?

Page 10: New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon, James (UK - London) Created Date: 10/15/2018 10:54:03 AM

Decision support lab: practical steps for increasing shared services value to your businessCopyright © 2018 Deloitte Development LLC. All rights reserved.

Instructions

• At your tables, you will find a hand-out with descriptions of the three Digital dimension, nine attributes and related enablers

• STEP 1 (individual): Each participant takes 5-10 mins to review the descriptions and assign their individual status on the maturity scale for where they are today and where they’d like to be in the next 1-2 years

• STEP 2 (table): Each table takes another 10-15 mins to discuss their findings as a group to align on:

• A representative score for their table

• Top 3 actions they would take over the next 12 months to bridge the gap (use Post-it notes)

• Each table assigns a table spokesperson to summarise the highlights

• A Deloitte leader will facilitate the discussion and provide guidance so that each participant can depart the forum with a set actionable steps to move along (or start) their digital journey

Time: 20-30 mins

Objective: as a group, discuss your current situation, possible goals and identify relevant next steps

Activity: what do we do next with Digital?

Page 11: New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon, James (UK - London) Created Date: 10/15/2018 10:54:03 AM

Decision support lab: practical steps for increasing shared services value to your businessCopyright © 2018 Deloitte Development LLC. All rights reserved.

Time: 20 mins

Instructions• Each table representative spends 3-5 minutes summarizing the common themed

actionable next steps with the room

Insight

Collaboration

Effective engagement mechanisms and governance processes

Personalisation

Customised user-centric experience

Accessibility

Multi-channel access with intuitive interface

Analytics

Strong analytics capability leveraging central view of organisational data

Innovation

Performance of increasingly strategic, value-added services

Proactive decision making

Predictive analysis to drive decisions across the organisation

Agility

Use of agile methodology and flexible talent to pivot and adjust

Automation

Streamlined processing via a combined human and digital workforce

Integration

End-to-end integrated ways of working

ExperienceSpeed

Objective: cross share actionable steps you planned for your organisation

Summary: debrief from each table

Page 12: New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon, James (UK - London) Created Date: 10/15/2018 10:54:03 AM

Decision support lab: practical steps for increasing shared services value to your businessCopyright © 2018 Deloitte Development LLC. All rights reserved.

Making it happen and bringing it all together

12

Set the tone

Get CEO Sponsorship

Get CEO sponsorship

Create a brand

Lay the foundation

Enable cross-functional structures

Cultivate new talent

Unlock value

Leverage data & lead digital

Run it like a business

Page 13: New PowerPoint Presentation · 2018. 10. 16. · Title: PowerPoint Presentation Author: Shawdon, James (UK - London) Created Date: 10/15/2018 10:54:03 AM

About DeloitteDeloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. In the United States, Deloitte refers to one or more of the US member firms of DTTL, their related entities that operate using the “Deloitte” name in the United States and their respective affiliates. Certain services may not be available to attest clients under the rules and regulations of public accounting. Please see www.deloitte.com/about to learn more about our global network of member firms.

Copyright © 2018 Deloitte Development LLC. All rights reserved.36 USC 220506


Recommended