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  • Strength. Performance. Passion

    2013 LASER ITSC

    CIO Latin America Summit, PanamaThe IT Shared Service CenterA challenge and leadership journey!

    LASER IT - Service Center, Edson Massami Tsuda, 2013-01-15 2013 LASER ITSC

  • 2013 LASER ITSC

    Agenda

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14 2

    1. Holcim Group Overview2. Holcim Group: IT Strategy3. LATAM IT Clustering Process4. Governance5. BPO & Key Users Organization6. Learnings and final message

  • 2013 LASER ITSC

    Holcim, 100 years!

    Holcim is one of the worlds leading suppliers of cement andaggregates. Further business activities are ready-mix concrete,

    concrete products, asphalt and a range of related services

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Building on a proven strategy

    4LASER IT - Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Holcim at a glance 2013

    Strong focus on value creation A global Group with Swiss roots, founded in 1912. Operating in around 70

    countries accross all continents and employs a workforce of approximately78.000

    Strategic Pillars Cement and aggregate as core business Globally active and firmly rooted: geographic diversification Local responsibility with global leadership

    Success is based on good people Motivate and demand Training as a continuous process Safety at work: Passion for Safety

    Committed to environment and society Natural resources are a precious commodity Alternative fuels and raw materials have a future Living up to our social responsibility Member of DJSI Dow Jones Sustainability Indexes. Included in DJSI World

    Index and Dow Jones STOXX Sustainability Index for 10 years

    5LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Net Sales by Region 2012

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Holcim Key Figures 2012

    For more information, please access www.holcim.com

    2012 2011 +/-%

    Annual cement production capacity million t 217,5 216,0 +0,7 Sales of cement million t 148,0 144,3 +2,5 Sales of mineral components million t 4,8 5,1 -7,0 Sales of aggregates million t 159,7 173,0 -7,7

    Sales of ready-mix concrete million m3 46,9 48,4 -3,1 Sales of asphalt million t 9,1 10,3 -11,8 Net sales million CHF 21,544 20,744 +3,9

    Operating EBITDA adjusted1 million CHF 4,223 3,975 +6,2

    Operating EBITDA margin adjusted1 % 19,6 19,2

    Operating profit adjusted1 million CHF 2,552 2,308 +10,6

    Operating profit margin adjusted1 % 11,8 11,1EBITDA million CHF 4,415 4,264 +3,6 Net income million CHF 1,026 682 +50,4 Net income margin % 4,8 3,3Net income - shareholders of Holcim Ltd million CHF 622 275 +126,5 Cash flow from operating activities million CHF 2,682 2,753 -2,6 Net financial debt million CHF 10,362 11,549 -10,3 Total shareholders' equity million CHF 19,837 19,656 +0,9

    Gearing3 % 52,2 58,8Personnel 78,103 80,967 -3,5

    1 Excluding restructuring costs.

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Dynamic Latin America

    8LASER IT - Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Agenda

    9

    1. Holcim Group Overview2. Holcim Group: IT Strategy3. LATAM IT Clustering Process4. Governance5. BPO & Key Users Organization6. Learnings and final message

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Background

    < 2000 Single IT Department at country level

    Holcim IT Strategy definition: late 90s IT Clustering: moving from Local to Regional Focus on standardization SAP as a standard solution to support the business processes

    Change Management Governance Local ExCo BPOs Business Process Owners and Key Users

    All Holcim Group Companies in Latin America (9) have been integrated into one single IT Service Center, LASER, located in So Paulo, Brazil

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Main IT Targets from 2003 onwards

    Objective 2006 (defined in 2003) IT Costs < 1,5% Net Sales

    Objective 2008 (defined in 2006) ITSCs ISO 20000 & 27001/2 implemented

    Ongoing targets Compliance Security Focus on standardization and efficiency End Users Satisfaction > 90%

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Holcim: Group IT Clustering in progress

    12

    From 1999 . 2013

    Holcim Group, IT consolidation...

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    IT Strategy: Global alignment of IT resources with focus on coordination and standardization

    Functional Organization Regional IT Service Centers Corporate IT IT Coordination Group

    Management Processes IT Business Planning and Budgeting IT Project Approval Process IT Reporting and Controlling

    Lowering of Complexity through Standardization Infrastructure and Architecture IT Processes (e.g. IT-Security) Business Processes

    13

    as of Jan 2013

    Business has to lead

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Agenda

    14

    1. Holcim Group Overview2. Holcim Group: IT Strategy3. LATAM IT Clustering Process4. Governance5. BPO & Key Users Organization6. Learnings and final message

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    LATAM: IT Clustering process

    From 1999 . 2013

    LATAM Journey, 14 years later!

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

    as of Jan 2013

  • 2013 LASER ITSC

    LATAM Region: Evolution

    Go Live: August 2001

    Argentina, Brazil and Chile

    January 2003Colombia and Venezuela

    January 2004Ecuador, Costa Rica,

    Panama and Nicaragua

    July 2005: Holcim Miami (Procurement

    Office)

    January 2006El Salvador

    January 2012 Mexico

    16

    Brasil

    Argentina

    Chile

    Ecuador

    ColombiaEl Salvador

    Nicaragua

    Costa Rica

    Mexico

    Holcim left it s operations in Venezuela (2008) andPanama (2009)

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    LATAM Key Figures: Mar. 2013

    Key Figures: Mar. 2013 Nr. of Countries 9 Nr. of employees 11.512 IT Users 7.547 SAP Users 5.549 FTE (LASER) 174 Locations 292

    on line 284 Time zone 1-4 hs (*) 2 languages Portuguese

    Spanish

    (*) In comparison to Sao Paulo, Brazil

    17

    Brasil

    Argentina

    Chile

    Ecuador

    ColombiaEl Salvador

    Nicaragua

    Costa Rica

    Mexico

    Holcim left it s operations in Venezuela (2008) andPanama (2009)

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    LASER ITSC Service Catalogue

    IT Services for Business Processes

    Financial and Controlling

    Sales and Logistics

    Procurement

    Others IT Services

    IT Training

    IT Security

    IT Projects

    IT Services for User Workplace

    IT Services for Information Sharing

    PortalMessaging Collaboration

    IT Services for Infrastructure Mgmt

    Network Services

    User Support Desktop Mgmt File Sharing Print Services

    Remote Access

    HCM (Human Capital Mgmt)

    IT HelpDesk

    IT Services for DataCenter Mgmt

    Data Center

    User Mgmt

    CRM (Customer Relationship Mgmt)

    SRM (Supplier Relationship Mgmt) Business Information

    Manufacturing

    LASER IT Service Catalogue

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    SAP Customer Center of ExpertisePrimary Certification

    19

    Valid until Jan. 2014

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Agenda

    20

    1. Holcim Group Overview2. Holcim Group: IT Strategy3. LATAM IT Clustering Process4. Governance5. BPO & Key Users Organization6. Learnings and final message

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Regional IT Service Centers tied to Central Coordination with Functional Authority

    HSSAHSSA

    IT StCIT StC

    Functional management reporting lineIT Steering Committee (StC) / IT Steering Working Group (SWG). In addition it is possible to have a Board, e.g. to cover legal requirements

    France

    Russia

    IKMIKM

    EXCO AreaManagementEXCO Area

    Management

    EXCOEXCO

    HSEAHSEA

    Thailand

    Vietnam

    Sri Lanka

    Indonesia

    Singapore

    Philippines

    IT SWGIT SWG

    Line management reporting line

    HSEEHSEE

    IT StCIT StC

    US

    Canada

    LASERLASER

    Brazil

    Argentina

    Chile

    Colombia

    CR, NI, PA

    El Salvador

    IT StCIT StC

    Ecuador

    NASCNASC

    Spain Germany

    Hungary

    Switzerland

    Morocco

    LebanonCroatia

    IT StCIT StC

    Azerbaijan

    Czech

    ITSWITSWITAWITAW ITQWITQW

    IT CoordinationGroup

    IT CoordinationGroup

    Groupcompanies

    Groupcompanies

    NZ, Australia

    Others

    AI UK

    HGS

    China

    Holcim Trading

    BulgariaItalyRomania

    Belgium Netherland

    Austria SlovakiaSerbia

    Mexico

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

    AI USACCACLACCCL

  • 2013 LASER ITSC

    LASER Governance

    LASER is not a legal entity Cost Center within each OpCos

    IT Coordination Group: Global LATAM Representatives

    Business CEO Holcim Colombia IT LASER ITSC Head

    LASER Steering Committee: Regional Executive Committee Member for Latam CEOs of each country in Latam Head of Group Corporate IT St. Committee Delegate: CEO Holcim Colombia Meetings: 3 4 / year

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    LASER Governance BPO Business Process Owners (by functional area)

    Chair: CEO OpCo Participants:

    Business: Directors of each function per country

    Regional Management Support Organization RMSO

    Corporate Functional Heads of Holcim Group

    LASER Business Processes Coordinators Meetings: 1 3 / year

    Delegate of LASER St. Committee Supports and guides the ITSC Head, on behalf the LASER St.

    Committee Liaison between ITSC and Steering Committee Open and close communication on a regular basis for strategic

    and operational topics (eg. Business Planning, Finplan, Budget, organization, etc.)

    Meetings with the entire team 1-2 / year (and also, conference calls, video conference)

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    LASER Organization

    24LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Agenda

    LASER IT - Service Center, Edson Massami Tsuda, 2013-01-15 25

    1. Holcim Group Overview2. Holcim Group: IT Strategy3. LATAM IT Clustering Process4. Governance5. BPO & Key Users Organization6. Learnings and final message

  • 2013 LASER ITSC

    Pillar: Regional / Local BPOs

    RBPO: Responsible for managing business needs and assuring the common business processes at a regional levelBPO: Responsible for managing business needs and assuring the common business processes at Group Company levelITSC Resources:Provide functional expertise, e.g. SAP

    Group Company Level

    BPO

    BPO

    BPOe.g.

    Finance

    Group Company Level

    Regional level

    Regional Functional Team C

    Regional Functional Team B

    Regional Functional Team A, e.g. Finance

    BPO

    BPO

    RBPO

    BPO

    ITSC

    BPO

    BPO

    RBPO

    BPO

    ITSC

    BPO

    BPO

    RBPO

    BPO

    ITSC

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    LATAM: BPO Organization

    Key roles and responsibilities: Maintain sustainability of the LASER standard

    business model Focus on IT / business alignment Propose and monitor the SLA Service Level

    Agreement Chair of BPO Stream: CEO of a Group Company

    Leads the participants towards to the standardization of the business model, promoting the concept of Key Users, ensuring a better usage of the available systems and its functionalities.

    Agree on the priorities of the Business Projects and specifics requirements, to be integrated into the Business Planning, Financial Planning and Budget.

    Guarantee the full alignment between business and IT.

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    LATAM BPOs Organization Matrix (example)

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

    Commercial

    Cement

    Operations AFR Finance Procurement

    Human

    Resources

    Ready-Mix

    Concrete Aggregates OH&S

    Argentina

    Brazil

    Chile

    Colombia

    Costa Rica

    Ecuador

    El Salvador

    Mexico

    Nicaragua

    RBPO - CEO

    Regional

    Business Support

    LASER

    Holcim Group

    Directors of each function / area

    CEO of one country in Latam

    Regional functional support

    IT Manager per processCorporate functional support for Cement Operations, RMX and Aggregates

  • 2013 LASER ITSC

    Key User Organization

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    LATAM: Key User Organization Key roles and responsibilities:

    On-site support for the end users Assure the effective usage of the systems Link between the end user and the ITSC Support Continuous Business Improvement process

    IT Service Center

    GC ...GC 3

    GC 2GC 1

    Key Users

    End Users

    Key Users train and support End Users

    1:10ITSC trains

    and supports Key Users

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    LATAM Experience: Key User (KU)

    Training is the key!

    The KU function must be part of the job description, and sufficient time must be available for the related tasks.

    Skills required: profound business process knowledge, communication and team work skills.

    2nd Key User must assure continuity (vacation, leave, etc.)

    80%

    daily activities

    20% KU activity

    100% time availability

    Key User time assignment

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Training of Key Users

    Training Catalogues

    Training Calendar In https://portal.holcim.com/irj/portal (LASER)

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Agenda

    33

    1. Holcim Group Overview2. Holcim Group: IT Strategy3. LATAM IT Clustering Process4. Governance5. BPO & Key Users Organization6. Learnings and final message

    LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Learnings and final message 1/2

    Active and visible level of commitment and support frommain stakeholders: Executive Committee Member Countries CEOs

    Strong BPO Business Process Owners and Key Usersorganization in place

    Alignment between Business and IT: Discipline is a MUST! Human Resources

    High skilled IT personnel Development and retention strategy

    Knowledge sharing amongst the Holcim ITSCs

    34LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Learnings and final message 2/2

    Sustainability of the Regional Standard Business Model is key!

    Close coordination between Business and IT All IT needs MUST BE addressed to LASER ITSC OpCos are not allowed to hire / buy a local IT

    Development or IT Solutions, without LASER involvement and/or agreement

    LASER is fully accountable for the IT Budget at Regional Level in LatAm

    35LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

  • 2013 LASER ITSC

    Learnings and final message 2/2

    Sustainability of the Regional Standard Business Model is key!

    Close coordination between Business and IT All IT needs MUST BE addressed to LASER ITSC OpCos are not allowed to hire / buy a local IT

    Development or IT Solutions, without LASER involvement and/or agreement

    LASER is fully accountable for the IT Budget at Regional Level in LatAm

    36LASER IT Service Center, Edson Massami Tsuda, 2013/06/12-14

    and the Journey never ends

  • 2013 LASER ITSC

    10 June 2013IKM/UBL

    Strength. Performance. Passion.

  • 38

    LASER ITSC Reunio Gerencial LASER Junho 2010 BIA 11.06.2010 / AC

    uso interno

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