deloitte shared services conference 2018 · 2018-10-15 · 2015 value driven rapid response...

Deloitte Shared Services Conference 2018Through the customer’s eyes: end-to-end processes designed around the user at CiscoJanet Ramey, Cisco

Through the customer’s eyes

Janet Ramey SVP, Cisco Employee Services 9 October 2018

End-to-end processes designed around the user

@jlramey

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Cisco at a Glance

$49.3BFY18 Revenue

Presence in 94 countries

434 Offices Globally 72,357 Employees133,361 Connected

Stakeholders

We create solutions built on secure, intelligent networks that solve our customers’ challenges.


Business of IT

Internet of Everything

Software Defined Networking

Big Data & Cloud

Data Center Collaboration Enterprise Networks

Where We Play

Security

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Traditional Paradigm


Influence

Unseen Impacts of Doing More with Less

Value + RelevanceTalent


Cisco’s Shared Services Evolution

2009-2012Function Driven

From discrete to holistic

2015Value Driven

Rapid ResponseBusiness Value

Discrete Shared

Services

Multi-Function Shared

Services

2013-2014Process Driven

Process InnovationBusiness-centric

IntegratedBusinessServices

GlobalShared

Services

GlobalBusiness Services

Benchmark Source: Deloitte Consulting 2017 Global Shared Services Survey


Poll - Shared Service Models

• Each function provides distinct shared services

• No cross functional coordination

Discrete Shared Services

• Focus - process optimization

• Cross-functionally led• Outsourced model• Goal is cost reduction

Multifunctional Shared Services

• Focus - process innovation • Goal - accelerate e2e value

chain realization• Focus on growth areas• Functionally agnostic

services• Services are efficient,

scalable, globally consistent and in compliance

Global Business Services

• Focus - rapid response processes

• Goal - improve end-user experiences via reduced complexity

• Focus on Business outcomes

• Improvements via agile and iterative change

• Predictive analytics

Integrated Business Services

Which shared services model is being used in your organization?


Poll Results - Shared Service Models

Discrete Shared Services

Multifunctional Shared Services

Global Business Services

Integrated Business Services

Which shared services model is being used in your organization?

Deloitte Baseline

19%

Deloitte Baseline

28%

Deloitte Baseline

24%

Deloitte Baseline

30%

Benchmark Source: Deloitte Consulting 2017 Global Shared Services Survey


What if we define and measure value in such a way that we can increase human capital & expand our remit?


Cisco’s Shared Services Evolution Customer & PartnerServices

2009 - 2012Function Driven

From discrete to holistic

2015Value Driven

Rapid Response

Discrete Shared

Services

Multi-Function Shared

Services

2013 - 2014Process Driven

Process InnovationBusiness-centric

IntegratedBusinessServices

GlobalShared

Services

GlobalBusinessServices

EmployeeServices

Global Procurement

Services

2016 - PresentOutcome DrivenConsumer FocusBusiness Value


A New Way of Working with Stakeholders

Transparency X-Functional Prioritization

Clarity of Focus

Engagement


Making Engagement & Alignment Key Priorities

Client Services

Team

Executive Sponsor

Strategy & Business Acceleration

Operations For internal clients, clearer contact points with

counterparts in Operations


Changing Our Mindset

How can I optimize this process? How can I take out cost?

What are my customer’s needs? How can I

improve their experience? How can I reduce their

effort? How can I improve their productivity?


How to Make Change Stick

Measurement & Incentives

• Operations costs and service metrics

• Clear operational dashboard

• Transparency on cross-functional projects

• Clear view of offerings provided

Governance & Processes

• Incentives and targets include improved engagement outcomes

• Annual planning meetings and quarterly update reviews

• Executive Sponsor updates initiatives & gathers customer feedback

Structure & Accountability

• Alignment on funding, priorities, and initiatives

• Acceleration and designated contacts


Providing a New Kind of Value

Cost Reduction

Align OPEX to Business Needs

Spend Management

Reactive Processes

Digitally Tighten Policy

ResponsiveAutomated Controls

Seamless SupportImproved Productivity

Holistic Employee

Experience

Resolving Cases


Travel & Expense Experience Opportunities

Travel & Expense management touches over 70% of Cisco employees

T&E - company’s 3rd largest controllable expense category

6000+Cases

Quarterly Employee Travel & Expense Cases

Average Minutes to Submit Expense Report

30

Employee Hours / Month on Expense Report Submission

25K Hours

34% Cash SpendMissing Visibility and Attributes For Operations & Compliance

6 Disconnected Dashboards

Credit Card Adoption

VAT Opportunity

$500K+

66%Usage

$7.4M

Yearly Spend Management Savings

$2.5M

Estimated Mileage Savings Annually

Employee Productivity & Experience

Financial Impact

100s of unique data attributes captured and reported through disparate systems

Access to Data


Travel & Expense Program Vision

Easily configurable & scalable to address changing operating models & acquisitionsFlexible

Technology automates, accelerates, and improves the end-to-end experience for employeesEffortless

Policy enforcement at the point of entry, approval workflows, and auditing improve complianceTransparent

Seamless flow of data brings a new level of visibility, efficiency, and control over processesConnected

Cisco’s digital travel & expense transformation started with investing in a platform that delivers the most functionality and provides the most modern end-user experience.

Detailed reporting and analytics makes it easier to reconcile data, take action, and control spendActionable


Cisco’s New Travel & Expense Experience

The new platform is a smart, digital and integrated experience for Cisco employees and Cisco teams Peter

Cisco Employee

Book Travel with New InterfaceMore options for hotel, more information, easier interface.

1

Travel & Expense IntegratedTravel transactions appear automatically in Expense.

Mileage Calculator with Google Maps Makes mileage more accurate.

Outlook IntegrationAdd attendees to your expenses.

Receipt Image ReadingReal-time receipt reading starts the expense report process.

2

3

4

5

Smart Policy FlagsAutomiatc flags improve accuracy and review time.

6

Faster E2E Cycle TimeFewer stops = faster pay.

7


64,285 32 39% 26,422 31,497 7

+80% of Employees with Access to Tool

Live Training Sessions

Participation via Profile Updates

Travel Bookings

Paid Expense Reports

Support Methods

1,600

Issues Resolved

By The Numbers: Travel & ExpenseAs of September 25, 2018


Poll – Procurement Engagement How does Procurement shape the spend in your organization?

Transactional processing only

Tactical buying

Strategic sourcing

Not applicable to my focus area


Our Digital Procurement Vision

Stakeholder Focused, Technology Driven

Strategic Sourcing

Operational Buying(Mid-tier)

Transactional

Strategic Sourcing

Operational Buying(Mid-tier)

Transactional

Traditional Procure-to-Pay 2017

2018

2019 Digital Procure-to-Pay


From Cost Reduction to Spend Management Reimagining Procure to Pay

Delight employees, stakeholders, and suppliers

Single, simple buying experience

Drive positive financial outcomes


By The Numbers: Procure to Pay Changes to Date

E-Invoicing ChangesReduced manual transaction processing time by 40%.

Days Payable Outstanding Enforcing current terms increased days from 24 to 39.

Working Capital IncreasesWorking capital increased by 8% = ~$1B annually for Cisco.


Transforming the Value Delivered to Cisco

Lead Cisco’s transformation into a true end-to-end

digital company

Unleash the power of our assets to accelerate value for customers and partners

Elevate the employee experience to attract, retain

and nurture talent


Influence

We’ve Only Just Begun

Talent Value + Relevance

deloitte shared services conference 2018 · 2018-10-15 · 2015 value driven rapid response...

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