An inspiring Day Two at Deloitte
A very quiet and subdued crowd at the 9am Plenary Session on Day 2 of Deloitte’s Annual SSC and Outsourcing conference. I think one or two delegates may have enjoyed the hospitality of this beautiful city into the early hours!
First up this morning was Simone Noordegraaf, Global Head of Finance Operations at Philips. The story of Philips sale of their captive Finance Shared Service to Infosys is well document and Simone was addressing how they are now implementing automation and process enhancements to drive out process workload and cost in a Hybrid operating model. This is allowing the business to get more predictable efficiencies across their GBS strategy and is key to get the benefits from a transaction based pricing model from the provider.
The morning then progressed to a panel debate on why, if my SLAs are green my customer satisfaction is red, this is known in the industry as The Watermelon Affect! Some very interesting thoughts on this from both the BPO providers present and the customers on the stage from Morgan Stanley, Philips and Pearson plc. Various reasons were cited for relationship dissonance; from both buyer and provider side, and managing expectations on both sides is essential for a successful partnership.
Next it was of to Vodafone to see how they are driving business transformation in a truly global SSC environment and delivering core finance activities including tax and treasury from the Budapest SSC.
The main take away from today for me was; lifting and shifting without first having harmonized and standardised your R2R process delivers no value to your business and certainly won’t relieve your pain if you are responsible for FSSCs.
However, Jim Simpson, Head of Business SSC at ITV told me that he is taking back to Manchester this key point; ” business partnering and staff upskilling is key to moving the SSC up the value chain at ITV.”
Time to head to the airport for home and continue my discussions with a plane full of attendees exhausted from 2 days of learning and sharing in a great atmosphere.
Well done Deloitte for yet another inspiring conference!