apdsi 22 novembro ibm global process services unilever apdsi novembro 2011... · © 2011 ibm...

© 2011 IBM Corporation

IBM Confidential

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IBM Global Process Services Unilever José Cruz IBM Delivery Project Executive Unilever EMEA

APDSI22 Novembro


IBM Confidential

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Agenda

Overview IBM Global Process Services (GPS)

Unilever Case Study

IBM GPS in Portugal


IBM Confidential

We are a $3 Billion BPO company with over 70,000 employees supporting

in excess of 200 Clients from more than 50 delivery centers around the world

Cross-Industry Processes Customer Relationship Mgmt

Supply Chain Mgmt/Procurement

Human Resources and Learning

Finance & Administration

Industry-Specific Processes

Banking Back Office

Lending Services

Insurance Claims Processing

Road User Charging

Our Services

Clients can take advantage of IBM‟s Process

Innovation, Labor Pool, and Delivery

Capabilities and shift their investments and

resources from non-core processes to strategic

business areas

Our Business

IBM’s Global Process Services helps Organizations accelerate change,

integrate globally and innovate


IBM Confidential

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Our process-led organization drives a comprehensive suite of services and links with clients’ retained business to drive end to end improvement

Sourcing

• Spend analysis • Strategic

sourcing & Category mgmt

• Contract mgmt & Compliance

• Tactical buying • Supplier

performance mgmt

Order to Cash

• Order capture • Credit &

collections • Billing/invoicing • Disputes/

deductions • Accounts

receivable • Revenue

accounting

Record to Report

• General accounting

• Project & cost accounting

• Financial/ external reporting

• General ledger • Account

reconciliations • Tax accounting • Financial

consolidations

Capital Platform

Mgmt

• Cash mgmt • Treasury mgmt • Risk mgmt • Compliance

mgmt • Tax planning &

compliance

50% 70% 45% 30% 95% 70%

Perf.Mgmt /Decision Support

• Customer

product profitability

• Life cycle costing

• Continuous improvement

• Planning, budgeting, forecasting

• Periodic forecast prep

Procure to Pay

• Procure to Pay • Order &

material mgmt • Catalog mgmt • Accounts

payable • Travel and

expenses


IBM Confidential

We manage over $50 billion of procurement spend for IBM and our clients

$ 50.7 Billion

IBM

Direct

Spend

(Internal)

$ 12 b

IBM Indirect

Spend

(Logistics,

Internal,

Services)

$ 24 b

IBM

Client

Spend

$ 15 b

IBM 2010 Procurement Spend

Delivered through our extensive network of 5,500+ Procurement professionals around the globe

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Direct

22.9%

Connectivity

4.2%

CWF

3.8%

FMDC

4.7%

FSOS

3.6%

IT Equip

6.1%

Logistics

4.0%

Marcom

10.7%

Mfg. Equip

3.0%

Software

4.7%

Tech Services

13.6%

Telecom

4.2%

Travel

4.7%

Misc

1.4% HW Maint

0.6%

Uncategorized

2.0%

Business

Services

5.9%


IBM Confidential

We bring enabling tools that wrap around our clients’ ERP, providing

process standardization and improving performance

Transaction Processing

Record-to-

report

Payment Systs. AP T&E Revenue Cycle

(O2C)

Analytics Tools: Time / Volume Capture (TVC), Websphere Business Modeller, ACL, Insight, Cognos, SAS/SPSS

Workflow Tools: RAPID, DCIW, Issue Escalation Management (JIRA)

Document Management Tools: Document imaging (Xerox, Iron Mountain), Electronic forms (eForms)

Standardization Tools: Desktop Procedures & Policies Repository (Quickr) , Service level management (Service Flow)

Expense

reporting

(GERS) Suite:

• Purchasing Card

• Travel Booking

Integration

• Standard

Reporting

ARCollect

Suite:

• CDR

• Dashboard,

• Smart Search

• Unified Dialer

• Knowledge

Management

(Knowlagent)

Payment

Systems Suite

(Transaction

Processing Engine,

Integration Tools,

Value Add Features)

General

Accounting

Suite:

• Account

Reconciliation

• Close Monitoring

• Audit Tracking

• Quicker

Repositories

• Journal Entry

• Reporting Process

Accounts

Payable Suite:

• Invoicing/Portal

• AP Recovery/

Duplicate Payments

• Invoice Translation

EPIC Automation Enablers: Auto e-mailer, Auto-resizing, QC tool, Scrapper, Automation of trackers, Macros, Hot Keys


IBM Confidential

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GREENOCK

TAUNTON

ST. JOHN

TORONTO

TULSA

DURHAM

BEAVERTON

BOULDER

TUCSON

SAN JOSE DALEVILLE

GREENVILLE

BRATISLAVA

BRAGA

DUBLIN

CAIRO HORTOLANDIA

BUENOS AIRES BANGALORE

MUMBAI

SOFIA

CHANDIGARH

COVENTRY

KRAKOW

SHANGHAI

SWANSEA

BUDAPEST

DELHI

PUNE

KOLKATA

VIZAG

CHENNAI

MANILA

BRISBANE

OKINAWA

TOKYO

SAPPORO

JEONJU

DALIAN

BALLARAT

MONTEVIDEO

We have a globally integrated footprint that allows us to know where to source work and when to move it to capture new opportunities…

Technology and infrastructure enablers:

Process tracking and workflow provide the ability to move work across centers and monitor progress

Query and exception management processing enable issue identification and tracking

Communication vehicles enable real-time updates

Document management tools allow for end-to-end management


IBM Confidential

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… and delivery centers that operate in a hub & spoke model - scale & efficiency

Global

One Senior Leadership team

Robust governance model between the

centers

10% to 15% team is seeded from the

existing clients operations & support

functions (for new centers/clients)

All centers follow the same methodology,

business controls & quality standards

Best practices are shared

IT & Network - Connected seamlessly.

Centers act as a BCP site to each other.

Center

Center Center

Center Center

Center


IBM Confidential

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Cognos Industry leading analytics software and performance management solutions

ILOG Industry leading business rules management software

SPSS Predictive business analytics technology and services

RedPill Advanced customer analytics services

Equitant Asset-based management and order-to-cash cycle optimization

Sterling

Commerce

Supplier and customer integration and collaboration

MRO Software Asset and service management operations software and services

Viacore Business process integration solutions for real-time supply chain visibility

Palisades

Technology

Strategic consulting, systems integration, and web-based multi-channel

lending platform

Lombardi Business process management software

Key MRO Procurement services and strategic sourcing

We use IBM advanced analytics to optimize operations and cut costs


IBM Confidential

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Our focus on driving operational excellence and compelling business value distinguish us in the market

Source: IDC User Survey of U.S. BPO Customers, Feb. 09, IDC # 216191e

IBM ranked #1 on all categories of IDC’s recent US customer survey

in all 4 solution areas: F&A, HR, CRM and Procurement

US Customers’ Perception and Ranking of BPO Vendors by

Transformation, Cost Optimization, Integration, and Innovation

Rankings Transformation Cost

Optimization Integration Innovation

1 IBM IBM IBM IBM

2 Accenture Accenture HP-EDS HP-EDS

3 HP/EDS HP/EDS, ADP Unisys Accenture

4 Unisys Unisys Accenture,

Infosys Infosys

5 ADP Fidelity ADP Unisys

Names IBM a market leader of

Procurement BPO

HR BPO

F&A BPO

IBM named “AP Contact Center Outsourcing Vendor of the Year” four years in a row (2006 – 2009)

Names IBM as a leading BPO Provider in

Human Resources

Finance & Administration

NA Contact Center BPO

Names IBM market share leader in

HR Outsourcing, Enterprise sector

2010 Winner: Best BPO

BP Europe and IBM

2009 Winner: Best BPO

Unilever Europe and IBM


IBM Confidential

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Agenda

Overview IBM Global Process Services

Unilever Case Study

IBM GPS in Portugal

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IBM Confidential

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The Americas €14.6 billion turnover 4.8% underlying sales growth

33% of group turnover

AACEE* €17.7 billion turnover 10.2% underlying sales growth

40% of group turnover

Western Europe €12 billion turnover 1.4% underlying sales growth 27% of group turnover

2010 turnover €44.3 billion

Present in 150 countries around the world; 167,000 employees** * Asia, Africa and Central & Eastern Europe ** As at end 2010

Scale and geography reach


IBM Confidential

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All at the same time!

One Unilever company

One common ERP system

Finance Shared Services

HR Transformation

European Supply Chain

The European One Unilever Program: simplify the European organization


IBM Confidential

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F&A value proposition as part of the Unilever transformation journey

Process

Efficiency (reduced effort

& improved quality)

Cost

Effectiveness (reduced unit cost &

scalability)

Financial Business Case Levers Solution Levers

Business

Performance (BS/P&L Impact &

customer

satisfaction)

Shared Service

Delivery Model

Asset based

Process Solutions (wrap around technology

solutions)

People Transformation • Tools, training, accountability,

discipline & measurement

• Empower staff to rapidly

optimize performance

Process Transformation • Enabling rapid improvement

• Best-practice enabled

processes plus domain process

expertise

Technology Enablement • Getting new capabilities

• Tools that enhance ERP

solutions to rapidly enable

process & People

transformation

Global Delivery Model • Flexible delivery options

• 3 Tier model that provides near-

shore/off-shore solutions

tailored to each client‟s

transformation agenda

Outsourcing Framework Leverage existing expertise & infrastructure - Contractual Commitment to deliver - De-capitalization/Flexibility


IBM Confidential

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Contract Overview

Largest BTO F&A ever signed in Europe

– Approx. 750 FTEs across 24 countries

– 7 years

Full Finance and Accounting Scope

– Accounts Payable

– Travel and expenses

– Fixed assets

– Bill to cash (Collections, Dispute Management, Cash & Banking, Accounts Receivable)

– General ledger, including intercompany, tax and statutory reporting

Solution leverages BTO Global Delivery capability & Asset-based Process Solutions

– 3 Tier delivery model, with services from Krakow, Braga & Bangalore Centres

– Deployment of BTO asset-based process solutions

• Accounts Payable : digitalisation, OCR technology, full integrated workflow (DCIW)

• Invoice to Cash process : full Equitant ARCollect tool suite modified for CPG

• Travel & Entertainment : GERS solution

Timelines - Contract Signed Dec. 2005; 1st Go-live: April 06 (UK & Poland); 2-year transition


IBM Confidential

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Unilever Europe: results to date

New centralized „One-Unilever‟ finance and accounting organization

Standardized and enhanced processes and technology

Significant cost savings

Pan-European service management, including greater visibility/access to

information for decision making and continuous improvement

All countries in plan transitioned in line with expectations.

All SLAs consistently met, every month

Flexible delivery model adapting to evolving Unilever‟s business

A delighted client and a strong relationship


IBM Confidential

IBM Services Unilever/3rd P

Contact Center

Payroll

e-HR

SAP / ADAM Global PeopleSoft LMS

Benefits E Data Mgt Recruitment Reward Learning

e-Reward

Contact Center

Strategic Sourcing

Reporting : SAP BW

ARiBA LMS

Tactical Buying Operations

OSCAR

Acc. Payable

SAP

DCIW, OB10

Accounting/Rep. Travel Exp.

GERS

Bill to Cash

ARColllect Suite JIRA/Quickr

Document imaging (Xerox, Iron Mountain)

Finance and Accounting

Indirect Procurement

EU NA LA AA

Human Resources

P

EU NA LA AA

P P P P

EU NA LA AA

P P T&E

Global High level process scope overview

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T&E


IBM Confidential

Global Network Delivering to Unilever

Services & Key Delivery Locations

Finance & Accounting

Procurement

Human Resources

Krakow

Costa Rica Manila

Shanghai Tulsa

Bangalore

Braga

Endicott

Hortolândia

Budapest

The global IBM team for Unilever is c. 1,200 strong*

* As at mid 2011

730

365

100

H/C

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IBM Confidential

Agenda

Overview IBM Global Process Services

Unilever Case Study

IBM GPS in Portugal

19


IBM Confidential

IBM Braga Center Overview

Started in 2006, with 32 FTEs

Around 10x growth in 4 years

5 floors, ≈ 610m2 per each floor

Around 100 seats max. per floor

Special floor for education only

Highly flexible workforce

Easy access (train, plane, car)

ISO9001 Certification

95%+ Graduate/ Master staff

100% Six Sigma Trained staff

Successful Transitions

No SLA missed since go-live

Consistently “Green” auditing

(SOX, Corporate Audits, Financial Audits, Data

Privacy Reviews, …)


IBM Confidential

IBM Braga Customers

World Leader in Consumer Electronics

Recognized worldwide for its innovative products.

Leads the digital music revolution with its online store,

Defines the future of mobile media and computing devices.

Considers customer service as a high priority and has a worldwide customer service footprint that features a multi-vendor

support platform.

Why Braga

Braga was the 5th IBM Contact Centre to be added to the account following Client multi-vendor strategy

globally

IBM‟s ability to act as a trusted global partner, it‟s commercial structure and the strong, long term Client

relationship.

Availability of resources with good technical and language skills, good accessibilities and excellent

performance and results shown in the UL F&A contract.

Solution

Volumes

975.000 calls taken in 2010

1.500.000 calls planned for 2011

95% Inbound

Countries in Scope

Portugal

Spain

France

UK

Outcomes

Fast growing operation with successful integration of new business

Outstanding customer feedback and cooperation

Ranks #1 in EMEA for Customer Satisfaction

Raised the performance bar for remaining vendors in the region


IBM Confidential

UNILEVER

World leading suppliers of fast moving consumer goods with strong local roots in more than 100 countries across the globe.

Its portfolio includes some of the world's best known and most loved brands such as Flora, Dove, Lux, Pond's, Lynx,

Sunsilk, Persil, Cif and Domestos.

Unilever has around 167,000 employees in approximately 100 countries and posted annual sales of over EUR 44,3 billion in

2010.

Why Braga

Strong Unilever presence in SW Europe advised the inclusion of local regional delivery center in the contract solution

Large competitive pool of qualified resources with languages knowledge

Close to University (Minho and Porto)

Excellent accessibilities and telco infrastructure

Competitive Real Estate

Solution

Full Scope of F&A services

Accounts Payable, Travel and Entertainment Expenses, Accounts Receivable,

Credit & Collections, Dispute/Deductions Management, Fixed Assets, Inter-

Company Accounting, General Ledger Accounting, Financial Reporting, Tax and

Regulatory Reporting.

T2 / T3 split with Global Hub in Bangalore

Countries in scope

Portugal

Spain

France

Outcomes

Upfront productivity enhancement

Winners of the 2008 F&A Outsourcing Research Award of Distinction

Winners of the 2009 Outsourcing (Best BPO/Everest) Excellence Award

Highly aggressive Service Levels consistently accomplished since go-live

Financial benefits beyond savings in operating

Paperless Operation

IBM Braga Customers


IBM Confidential

Let’s Build a Smarter Planet

apdsi 22 novembro ibm global process services unilever apdsi novembro 2011... · © 2011 ibm...

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