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