a financial perspective on improving ict service delivery a case at the belgian railways
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Luc Lutin, Stijn Viaene, Nathalie Demeere, Olivier Jolyon, A Financial Perspective on Improving ICT Service Delivery: A Case at the Belgian RailwaysTRANSCRIPT
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© Vlerick Business School
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A FINANCIAL PERSPECTIVE ON IMPROVING ICT SERVICE DELIVERY: A CASE AT THE BELGIAN RAILWAYS.
LUC LUTIN - VLERICK BUSINESS SCHOOLCO-AUTHORS: STIJN VIAENE (VLERICK BUSINESS SCHOOL & KULEUVEN), NATHALIE DEMEERE (DELOITTE CONSULTING) & OLIVIER JOLYON (DELOITTE CONSULTING)
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3 © Vlerick Business School & Deloitte Consulting
AMBITION
Experience reports describe real-life experiences with EIS that authors wish to share with fellow practitioners and EIS researchers.
They focus on specific problems and solutions in specific contexts. Their aim may be to help other practitioners facing similar problems or to solicit
help and possible solutions from other practitioners (or EIS researchers).
(CONFENIS 2012)
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4 © Vlerick Business School & Deloitte Consulting
AGENDA
Introduction
Challenges and strategic intent
Transforming ICTRA
Finance Transformation Establish Commitment
Gain Credibility
Prove Competence
Blueprint for practitioners
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INTRODUCTION: CORE ACTIVITIES
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CHALLENGES… A CALL FOR CHANGE
External Challenges Internal Challenges ICTRA
Liberalisation and privatisation of Europe’s railway system
Growing dissatisfaction with ICTRA’s services
Need for a clear strategy and competitive positioning
Increased pressure to demonstrate value for a competitive price
Need for quick and accurate response to changing market demands
Lack of transparency on the costs charged to the business
“Change”
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FINANCIAL MANAGEMENT @ ICTRA
Increased attention for cost management
Lack of serious stakeholder alignment – lack of constructive dialogue
Simplistic, non-transparent pricing for services
Costs pushed down, imposed to the business
Lack of basic financial knowledge / awareness
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ICTRA’S STRATEGIC INTENT
“ICTRA’s vision is built on two pillars. First, becoming a true
partner to the business. Second, delivering total solutions.”
Customer-focused
ProfitabilityE2E Expertise
+ Service Quality
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TRANSFORMING ICTRA
Target Operating Model
Finance Transformation
“Change”
Establish Commitment
Gain Credibility
Prove Competence
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10 © Vlerick Business School & Deloitte Consulting
TRANSFORMING ICTRA
Target Operating Model
Finance Transformation
“Change”
Establish Commitment
Gain Credibility
Prove Competence
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TRANSFORMING ICTRA
Adopting a new ICT Operating Model SUPPLY – SERVICE PROVISIONING – cost efficiency and quality focus
DEMAND – SERVICE VALUE – increased customer satisfaction
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FINANCE TRANSFORMATION PROJECT
Target Operating Model
Finance Transformation
“Change”
Establish Commitment
Gain Credibility
Prove Competence
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13 © Vlerick Business School & Deloitte Consulting
FINANCE TRANSFORMATION PROJECT
Target Operating Model
Finance Transformation
“Change”
Establish Commitment
Gain Credibility
Prove Competence
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COST CHARGEBACK MODEL
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15 © Vlerick Business School & Deloitte Consulting
FINANCE TRANSFORMATION PROJECT
Target Operating Model
Finance Transformation
“Change”
Establish Commitment
Gain Credibility
Prove Competence
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16 © Vlerick Business School & Deloitte Consulting
BENEFITS
ICTRA’s Head of Finance, Sammie Courtens, concluded as follows
“With the help of this finance transformation ICTRA is now better prepared for the liberalized market. Our service catalogue has enabled us to map and understand our offering to the business. Managers at ICTRA’s demand and supply units have changed their mind-set completely. Not only do they now understand the real business requirements for ICT, they also focus more on cost effectiveness and operational efficiency.”
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BLUEPRINT FOR PRACTITIONERS
Three-step approach
1. Establish Commitment
2. Gain Credibility
3. Prove Competence
Balancing supply and demand
Supporting change management
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THANK YOU
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