Talent & Organization Driving high performance through innovative capabilities in talent, organizational change and HR

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Organizations in both the private and public sectors face unprecedented challenges in today’s uncertain and volatile marketplace—fulfilling their strategic agendas while keeping costs under control. Yet significant opportunities are available to those that can put in place distinctive and integrated talent initiatives, organizational change programs and HR capabilities.

For decades, executives have acknowledged the centrality of human capital—people and leadership, as well as the culture, HR capabilities and organization structures that support performance—to achieving success. Yet, initiatives to advance talent and organization capabilities, at the necessary pace and in a way that produces predictable results, have often been challenging to implement and sustain.

Accenture has the approaches, frameworks and tools to help organizations improve the performance of their people and to keep that performance continuously aligned with strategic goals. With more precision and scientific certainty, we help our clients put in place the integrated programs to:

• Plan for the right talent in the right places and in the right numbers to execute strategy, expand into new markets and drive growth.

• Manage complex change journeys, while simultaneously creating a change- capable and agile organization that can more readily adapt to evolving needs and opportunities.

• Manage a multi-disciplinary and diverse workforce with more effective and efficient HR capabilities.

• Drive an environment of continuous learning that helps workforces develop the skills and capabilities they need to advance and align with organizational goals.

Accenture: A market leader in advancing strategic value through distinctive talent and organization capabilities The Accenture Talent & Organization group is a leader in helping clients achieve high performance through an integrated and market-tested suite of services covering:

• Human capital and organization effectiveness

• Human resources and talent management

• Learning and collaboration

• Change management

We also offer industry-leading capabilities in HR and Learning Business Process Outsourcing (BPO) services, as well as in HR technology solutions.

This holistic and integrated suite of services—supported by research-based approaches, scientific analyses and broad, cross-industry experience—helps all levels of the enterprise work together to create an innovative, talent-powered organization focused on the achievement of positive, measurable strategic outcomes.

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High performance delivered: Driving measurable results Through our proven offerings and innovative assets we drive improved performance for clients in areas such as: Human capital strategy. We worked with a global healthcare company to develop the cultural and leadership capabilities necessary to support growth in emerging markets. Organizational agility. We helped a pharmaceutical company based in Asia Pacific with workforce planning and deployment that created staffing in the right numbers and with the right skills to help the company respond more nimbly to market opportunities. Workforce re-skilling. An India-based pharmaceutical company looked to Accenture to help optimize and re-skill its workforce following a series of acquisitions, supporting cost reductions and productivity improvements.

Talent sourcing. For a new business unit of an aerospace and defense company, we assisted in the development of a “smart sourcing” strategy so that the unit could hire the talent with the skills needed to achieve its business objectives. Transformational change management. We helped a global producer and marketer of agricultural products and services implement a comprehensive change enablement program to successfully

manage a major technology and business transformation across the 50 countries in which it operates. Change capability. We helped a major high-tech company create an internal change capability that is supporting a dramatic reorganization of the company’s global operating model. Leadership development. We created new leadership development programs that have enabled a UK-based utilities company to drive a transformational business strategy for one of its units, harmonizing competing operating models, systems, metrics and cultures and helping the unit become a single, coherent organization. Corporate culture. For a market-leading healthcare company, we worked with corporate leadership to plan and execute a strategy to reshape the corporate culture to become more collaborative as the company sought to evolve from a product-centric to customer-centric business strategy. Learning outsourcing. On an outsourced basis, we manage and run an internal learning academy for an Asia-Pacific communications company that is helping the company to execute its business strategy of creating a truly customer-centric organization, introducing ground-breaking new services to the market and rolling out advanced communications infrastructure. HR technology solutions. We helped an international brewing company implement a new SAP human capital management platform which has helped drive harmonized global HR processes and data as well as more sophisticated talent management processes across the company.

HR service delivery. We helped a major Asian telecommunications company grow its managed services business by developing practical HR transition tools to ensure a smooth transition for employees and support for their performance in a new service environment.

Developing more precision and predictability in managing change: Cisco Systems π One company currently leading the way when it comes to developing more consistent and predictable approaches to managing business change is Cisco Systems. To maintain its market leadership position, Cisco is in the midst of updating its global organizational structure.

To meet that challenge, Cisco is working with Accenture to build internal, enterprise-wide change management capabilities so that the ability to adapt—as individuals, as teams and as a company—becomes just a normal part of the operations of the business, embedded in all programs and projects.

Cisco and Accenture are supporting this capability in a number of ways, including the creation of a comprehensive methodology for leading change, implemented consistently across the company.

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Accenture’s unique talent and organization capabilities Accenture is uniquely positioned to deliver integrated talent and organization services that can help enterprises achieve their strategic objectives: creating organizational agility, supporting growth, accommodating acquisitions, re-skilling major workforces, driving a new generation of innovation, managing major enterprise transformation and becoming more continuously change capable.

We help meet our clients’ strategic challenges and opportunities leveraging thousands of practitioners across consulting, technology and outsourcing. Our capabilities and assets range from HR management systems, to advanced enterprise learning, to human capital strategy and change management, to advanced learning and collaboration tools and solutions. With a delivery capability that brings together an unmatched global reach and a local relevance, Accenture has the knowledge, skills and experience to help organizations of all sizes integrate and

deliver the broad spectrum of capabilities they need, more precisely and predictably, at the speed and scale needed to be successful.

Accenture brings a range of services from strategic and operational consulting to comprehensive HR and learning technology and outsourcing solutions. These market-tested offerings are supported by advanced analytics to enable better, data-based decision-making and management of programs.

Our innovative ideas and practices, coupled with our collaborative mindset, help us address each client’s unique needs and goals. We partner with thought leaders and major organizations, both internally and externally, including the World Economic Forum; Harvard Graduate School of Education; Moxie Research; University of Tilburg; NASSCOM; and Society for Human Resource Management (SHRM). Working closely with these and other leading organizations, we create interactive live and virtual forums to exchange ideas and insights with our clients.

Ultimately, Accenture Talent & Organization can help you accelerate the speed and pace of your workforce and organization enablement programs, synchronize them to increase their efficiency, and continuously align workforce investments with the strategies needed to adapt to change and advance toward high performance.

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Do you have the talent to grow? Insights from the Accenture High-Performance Workforce Study

Supporting business strategy is another concern. According to the study:

• Nearly half (48 percent) of the 674 executives surveyed globally are not confident that their organizations can quickly mobilize to serve new markets and customers.

• Fifty percent do not believe their culture is adaptive enough to respond positively to change.

• Forty-four percent are not sure their workforces are prepared to adapt to and manage change through periods of economic uncertainty (see chart below).

If companies are to achieve a new era of growth in the coming years, innovative and more precise approaches are required to increase the productivity and innovation

Forty-four percent of respondents to a recent Accenture survey do not feel their workforce is prepared to adapt to and manage change through periods of economic uncertainty.

Using a scale of 1 to 5, how well prepared would you say your workforce is to adapt to and manage change through periods of economic uncertainty?

Source: Accenture High-Performance Workforce Study, 2010

5 Extremely well prepared 4 3 2 1 Not at all prepared

48%

36%

7%

1%

8%

Today, many companies are looking toward a new era of growth. But do these organizations, in fact, have the talent they need to grow?

Nearly half the companies that participated in the most recent Accenture High-Performance Workforce Study report having a smaller workforce than they did before the recession. Companies that expect to execute growth strategies with fewer employees are placing an additional burden on the skills of existing workers to innovate and improve overall productivity. Yet, few executives express confidence that their companies’ most critical workforces—frontline positions such as sales and service—are world-class.

of their workforces, and to improve the leadership skills, organizational agility, change management capabilities and comprehensive HR technologies that will help them achieve high performance.

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Human Capital & Organization EffectivenessPlanning and managing human capital to drive strategic outcomes

As executives in every industry look to improve the efficiency and performance of their organizations, they understand that the implementation of strategy depends in large measure on their people: the knowledge, skills and abilities of critical workforces, and their behaviors on behalf of the enterprise.

Yet the experience and skills to guide investments in human capital—helping people and the entire organization effectively implement business strategy— elude many organizations today. Although executives may feel they already have in place an HR or workforce plan, it is frequently not equal to the pace and scale of change today.

What is needed is a comprehensive program across the multiple human capital dimensions of talent, leadership, culture and organization design. A holistic human capital strategy—informed and guided by rich, analytics-based insights—can develop the capabilities and skills a company needs, in the right numbers and in the right places. Enterprises also need targeted solutions to improve the skills and

capabilities of their critical workforces at an accelerated rate to meet the challenges of a rapidly changing marketplace, and to innovate and serve customers better.

Human capital and organization effectiveness services from Accenture: Linking human capital programs to strategic outcomes to drive better overall performance

Accenture delivers a comprehensive suite of services that help our clients to plan, architect and link their human capital

enterprises turn their human capital and organizations into distinctive capabilities to drive high performance.

Our extensive analytics capabilities and tools deliver the data-driven insights required to identify human capital opportunities, and to put the right skills in the right numbers in place to meet future organizational needs.

We also help improve the effectiveness of workforces most responsible for sustaining a performance advantage—increasing productivity, improving engagement and building the competencies needed to fuel future growth.

Our offerings and assets cover Human Capital Strategy, Human Capital Analytics and Workforce Effectiveness.

investments and programs to strategic goals, and to improve the performance of their most mission-critical workforces.

We provide an integrated approach, encompassing the entire human capital value chain, to translate business strategies into specific talent, leadership, culture and organization requirements, and then to develop a roadmap to manage these multiple dimensions. With innovative and proven approaches to building leadership effectiveness, architecting optimal organization structures, and aligning cultures to strategic needs, we help

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Human Capital Strategy Our human capital strategy services help our clients create and implement a comprehensive and integrated human capital strategy aligned to business strategy, supported by effective program management and governance (see Figure 1).

We work with our clients to develop a clear vision and strategy for implementing human capital initiatives and interventions that will multiply the effectiveness of their talent and enable the entire enterprise to execute business strategy and adapt to a changing marketplace. Our work integrates four essential elements of a human capital strategy:

Talent: We help our clients define the workforce capabilities needed to execute business strategy, including identification of mission critical workforces, development of competency frameworks and detailed workforce planning.

Leadership: We work with enterprises to align their leadership capabilities to support the corporate strategy, including defining the processes such as performance management, succession planning and governance that will shape the attributes, capabilities and behaviors of their leaders.

Culture: We leverage a comprehensive process for assessing an enterprise’s current culture, define the culture required to support their strategy, and design and implement a transformation program involving targeted changes to processes, policies, systems, rewards and leadership to enable large-scale, sustainable change.

Organization: We help our clients to design an organizational blueprint and operating model—including structure, governance, processes and reporting relationships—aligned with business strategy, and which enables the workforce to perform optimally in support of strategic goals.

This human capital strategy then informs many of the company’s most important decisions about where and how to compete, and supports the enterprise as it balances short-term decisions with longer-term imperatives. In this way it can meet today’s business needs, while being agile enough to reposition itself for ongoing market competitiveness and growth.

Business Strategy

Human Capital Strategy

Analytics

Leadership Talent

Culture Organization

HR Strategy

Business Strategy defines the direction, positioning, scope, objectives and competitive differentiation.

Figure 1. Accenture’s human capital strategy approach Accenture’s approach optimizes four critical dimensions needed to execute business strategy, and defines the associated impacts on HR capabilities.

HR Strategy articulates the strategic direction and imperatives of the HR organization and builds out the capabilities required to align to the human capital strategy.

Human Capital Strategy defines the leadership, talent, culture and organization requirements to execute the business strategy.

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A comprehensive human capital strategy for GE Healthcare GE Healthcare has become one of the leading practitioners of a human capital strategy approach, especially in the manner in which the company has integrated culture, leadership, talent and organization change initiatives in support of new global business opportunities.

The business strategy driving GE Healthcare’s human capital strategy has been parent company GE’s “healthymagination” initiative to bring quality care at lower cost to more people throughout the world. Corporate executives knew that the success of the initiative would depend on a cultural trait they termed “boundaryless collaboration.”

GE Healthcare worked with Accenture, using the Accenture Culture Value Analysis methodology, to examine six particular characteristics of open or boundaryless collaboration: teamwork, trust, managing conflict, minimizing political maneuvering, eliminating siloed behavior and openly sharing information across the organization.

The diagnosis identified several areas where GE Healthcare could strengthen its collaborative capabilities to take advantage of opportunities for growth. These insights have helped GE Healthcare take specific steps to build a more effective culture. The company is also integrating culture change initiatives with other programs relating to leadership and talent, and focusing on the organization structures needed to reinforce desired workforce behaviors.

Human Capital Analytics Accenture offers advanced analytics and diagnostic capabilities to deliver fact-based insights, helping our clients to shape their decisions and direct their human capital investments toward the programs most essential to improving organizational performance. Our approach goes beyond traditional analytics which often assesses only past behaviors and trends. Our suite

of proprietary tools and assets can deliver predictive and forecasting capabilities to help our clients see the road ahead of them and refine their action plans.

We work with our clients through the end-to-end process of defining strategic needs and identifying data requirements, to data collection and analysis—making connections in complex data to recognize patterns in areas such as customer demands, workforce needs and productivity levels—helping to isolate the drivers of performance and supporting more informed decisions.

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Workforce Effectiveness Accenture leverages industry-leading tools, assets and approaches to help clients drive more skilled, motivated and productive workforces that can support an enterprise’s most mission-critical capabilities. Based on an analysis of relative strengths and weaknesses, we help our clients develop a roadmap to drive targeted improvements in their customer-facing workforces (sales, marketing, customer service, etc.), their enabling workforces (finance, human resources, IT) as well as industry-specific workforces.

Our industry-relevant and scalable services are grounded in research and experience-based approaches, and drive measurable results for our clients by narrowing performance gaps, decreasing time to proficiency and improving productivity. We leverage our broad and deep experience across consulting, technology and outsourcing to develop and launch holistic shared services models to drive efficiency and productivity.

Driving increased retention and better recruiting This global management company, with more than 50,000 employees, was experiencing turnover in excess of 30 percent. A talent and organization analytics program for the company included detailed analysis of the existing workforce along two dimensions: performance and the inclination to remain with the company.

Based on the analysis, the company was able to create accurate profiles of employees who were both top performers and most likely to remain with the company. New programs are being put in place to attract employees with this profile, and to retain those already in the workforce.

Transforming the sales workforce at Canon Europe To maintain its market-leading position, consumer electronics company Canon Europe was looking to boost its differentiation and value in the eyes of retailers and distributors.

The company determined that a transformation of the sales function—and the way its sales workforce was trained and rewarded—was essential to ensuring competitive advantage. More specifically, the sales function would need to shift from its traditional focus on volume to a more consultative approach emphasizing mutual benefits to be achieved with retailers.

Accenture worked with Canon Europe to restructure the European sales function into eight core new roles designed to achieve the company’s transformation goals. Accenture then developed a customized sales academy, including competency identification and the design of a learning curriculum to develop role specific competencies. The sales academy was also closely integrated with Canon Europe’s performance management system, enabling more objective, accurate and strategically driven performance appraisals.

As a result of this transformation effort, Canon Europe’s differentiation and perceived value among retailers has been directly impacted: Although Canon’s account management had lower-than-average customer satisfaction levels prior to implementing the sales academy, it is now ahead of the competition in this area.

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HR & Talent ManagementDriving improved workforce performance and better execution of strategy

HR and talent executives are being asked to do more than just provide support services. Their charge now is to enable strategic outcomes and drive measurable improvements in performance. To meet this challenge, executives and their organizations must respond effectively to a host of important questions:

• Does my HR organization understand our organization’s strategy and the executive agenda?

• Can we support a global strategy with consistent HR services and processes that are standardized where necessary, while still local enough to attract and retain top talent?

• Are we developing world-class capabilities in recruiting, workforce planning, performance management, engagement and retention?

• Can we adequately manage HR as a business—optimizing HR operations continuously to drive more efficient and effective services?

• Are we sufficiently leveraging the right technologies, tools and analytics capabilities?

Senior management is not always confident its HR organization can adequately answer these questions. According to the latest Accenture High-Performance Workforce Study, only 10 percent of the executive respondents believe their HR function is extremely well prepared to adapt to and manage change through periods of economic uncertainty. Only 8 percent rate the ability of their HR function to effectively support the larger enterprise’s pursuit of strategic goals as industry leading.

The HR and talent management function is essential to putting the right talent in the right place to execute strategy. However,

organizations need the right strategies, processes and tools to make that happen.

HR and talent management services from Accenture: Creating the HR capabilities that support growth and efficient HR service delivery

Accenture HR and talent management services leverage innovative tools, approaches, strategies and technologies to help our clients create HR organizations, processes and practices that can deliver measurable improvements in the performance of people and the organization.

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We improve our clients’ HR capabilities and their ability to deliver predictable, high-quality HR services. We help the HR organization to become a better strategic partner with the business. We provide guidance in developing the talent management capabilities that can result in measurable performance improvements. We help clients optimize their HR function over time—reducing costs and increasing efficiencies in the design and delivery of traditional HR operational processes. At the same time, we support clients as they move their HR organization into newer and more differentiating processes in areas such as workforce planning and performance management.

Our services combine deep functional acumen in leading HR and talent management practices and processes with innovative technologies, well-designed governance models, cost-effective HR operations, advanced analytics, and new HR service delivery models including outsourcing and shared services.

Accenture can provide a full suite of integrated consulting, technology and outsourcing capabilities in the HR and talent management area, including shared services work in more than 100 countries. We can help clients drive positive strategic outcomes including improved operating efficiencies, better workforce productivity and more scalable HR processes in support of growth and globalization.

Our offerings and assets cover HR Strategy, HR Effectiveness and HR & Talent Management Process Excellence (see Figure 2).

HR Strategy Our HR strategy service brings together Accenture’s highly experienced practitioners, as well as proprietary approaches and diagnostics, to help our clients create a new HR vision and roadmap—one capable of supporting strategic outcomes, attracting top talent and delivering cost-effective HR services. This strategic work must cover much more than simply the design of the HR organization. HR professionals must ensure that the company’s business strategy, human capital strategy and HR strategy are all aligned around the purpose of the organization.

We provide a comprehensive, market-tested approach to help our clients:

• Assess their current HR capabilities, benchmarked against leading practices.

• Understand the complex demands that the business places on the HR function.

• Define a practical, actionable and phased plan of improvements—covering operating models, processes and technologies—to meet the needs of the business.

To help our clients understand how their HR function is performing against their peers, and to identify critical capability gaps, Accenture offers an extensive quantitative benchmarking capability, comprised of more than 250 cross-HR function and process level metrics spanning 16 areas of measurement, matched with comparative information from our database of global companies.

Our HR capability assessment model and HR health check tools help our clients assess the maturity and effectiveness of their HR function and identify where improvements can most help the organization. We also help our clients develop an HR technology strategy to drive improved HR performance and quality of service.

Delivering a more effective HR strategy for an international retailer Accenture worked with a leading international retailer to support a business expansion strategy. The company was looking to ensure that its HR function had the right structure and processes to enable business growth. The retailer worked with Accenture to conduct a rapid diagnostic of the company’s current HR function and design a future-state HR organization to support business growth. Accenture deployed a suite of HR transformation diagnostic tools to baseline the HR organization, design a new HR operating model, and develop a high-level implementation roadmap and business case.

Accenture’s HR strategy work has helped the company realize significant benefits, including defining the HR strategy, building senior leadership buy-in to the business case for change, and developing broader strategic capabilities among the HR management team.

HR Strategy Creating a vision, roadmap and business case for improved HR performance

HR Effectiveness Designing and delivering state-of-the-art HR operating models on a global scale

HR & Talent Management Process Excellence Creating a leading-practice business design across all human capital processes

Figure 2. Accenture HR & Talent Management offerings

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HR Effectiveness Our HR effectiveness service helps our clients to optimize the efficiency and effectiveness of their HR function—improving the design and delivery of HR services on a global scale to support the critical needs of the organization. Our service leverages leading HR technologies and processes as well as advanced sourcing strategies.

To improve HR effectiveness, we collaborate with our clients to:

• Accurately define HR roles and governance structures so that the right work at the right cost is performed by the right people.

• Design and build differentiated, flexible HR operating models and define the HR roles these models require.

• Design and implement shared services functionality that takes advantage of new HR technologies and call center capabilities.

• Implement HR information systems that can deliver higher-quality services at lower cost.

Accenture has broad and deep experience across consulting, outsourcing and technology, enabling us to launch shared services models and IT solutions at speed and scale, with less risk.

Our HR effectiveness service helps our clients to improve the capabilities of the HR function to support growth and globalization. The HR organization is strengthened and becomes better prepared to partner with the business to architect HR services with rigor and measurable outcomes.

Global financial services company: An HR model to support a new business strategy To achieve its strategic goals of becoming a leader in its market, this global financial services company realized that it needed a workforce both highly talented and highly engaged, as well as the HR structures to support their work. The company turned to Accenture to create a model for the HR organization with employee engagement at its core. In an initial phase of work, Accenture worked with the company’s HR directors to assess how well the existing HR model aligned with strategic business goals. The conclusion was that the company would need a new and bolder model to foster employee engagement within the business unit and the HR group. The team then developed a new HR steering plan which served as a detailed blueprint for the transition to the new HR model. The plan identified more than 50 initiatives in HR management, development, organization and systems, and also detailed the scope, timeline, resources and cost estimates for each.

The company now operates based on an HR model that engages employees through a multi-channel approach to service delivery, performance and productivity management at the line manager level,

complemented by innovative career and succession planning tools and exciting communications to ensure maximum awareness and involvement.

Because of this work with Accenture, the company has advanced toward high performance in several ways. Employee productivity is way up, for example. Line managers are now much more involved with performance management with all 10,000 employees, and that has meant that more than 30 percent of the company’s low performers are now meeting their business objectives on a regular basis, translating into a significant contribution to the bottom line.

The company has also enhanced its competitiveness in the war for talent. The new HR model, with its novel approaches to succession planning, career planning, performance management and work-life balance, offers staff and recruits an employment deal that is extremely attractive in the marketplace.

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HR & Talent Management Process Excellence Accenture HR & Talent Management Process Excellence helps our clients drive best practices, operational excellence and continuous improvement across HR and talent management processes such as recruiting, performance management, compensation and rewards, employee administration, workforce planning and payroll. We then help them properly link those processes to the HR operating model and the underlying HR technology architecture.

We leverage Accenture’s proprietary Human Capital Logical Operating Model—developed from our broad experience and insights working with clients around the globe—which provides a holistic, process-oriented view and architecture of HR and talent management capabilities.

Accenture can help organizations develop and deliver leading-edge capabilities across the entire talent management lifecycle. For example:

• Our Recruitment Health Check helps organizations align their recruitment strategy to their HR, human capital and business strategies. The health check can enhance an organization’s recruiting capabilities across key areas including employer brand, sourcing, technology and recruitment service delivery.

• Our workforce planning and talent segmentation assets can help organizations minimize skills shortages and operation stoppages. We help align workforce skills and capabilities with the long-term business strategy and vision. Organizations can improve their ability to attract and retain top performers.

• Our performance management capabilities can help companies redesign jobs and roles in support of pressing strategic imperatives, create cost-effective grade structures and engage with the local market to set base pay levels. We then help clients review and redesign their performance management systems and design more effective incentives.

We also build proper controls into HR processes so they can be managed in a Lean Six Sigma manner over time. We offer industry-specific views on key HR and talent management processes to help our clients understand which processes they need to improve to maintain competitive advantage in their industry—helping to properly direct investment dollars.

Our process excellence services help our clients drive operational excellence through standardized HR and talent management processes across countries and business units. We also help organizations reduce risk by increasing their focus on HR accountability, transparency and data protection.

Accenture Technology Services for Human Capital Management One of Accenture’s key differentiators is our ability to offer comprehensive, integrated capabilities across the full breadth of our consulting, technology and outsourcing offerings. We deliver end-to-end solutions for our clients —at speed and at scale—and drive measurable improvements in workforce and business performance.

Our innovative Human Capital Management (HCM) offerings help enterprises unleash the full potential of their workforce. Accenture is among the largest and most experienced global providers of HCM services with more than 10,000 experienced human capital practitioners

in our Global Delivery Network (consisting of industrialized global delivery centers in 32 countries across the Americas, Europe and Asia). Our skilled teams deliver solutions across Oracle, SAP, Workday and SuccessFactors platforms, among others.

With more than 20 years of HR/IT experience, our HCM capabilities include helping worldwide enterprises develop strategies, design and build solutions, and then manage ongoing operations. Step by step, we facilitate the creation of a results-driven roadmap and a winning long-term HCM plan, allowing clients to integrate the right technologies, optimize workforce performance and boost operating efficiencies.

Our solutions help HR leaders with their most pressing priorities: hiring faster; controlling people costs; harnessing information to anticipate workforce needs; managing a complex global payroll system at lower costs; developing talent acquisition strategies for new markets; and responding to employees’ ever-increasing demands for self-service options, social networking, collaboration and mobility.

At the same time, our team helps clients stay focused on driving business results and making HR far more than just back-office support, We enable HR leaders to empower strategic decision-making so they can play a vital role in the success of their business.

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Learning & CollaborationDelivering the capabilities to fuel a new generation of growth

The importance of the learning function to the entire organization means that new strategies, technologies and operational capabilities must be designed and implemented. To maintain an agile organization, workers must often be re-skilled to take on different roles; learning opportunities need to be made available anytime and anyplace, not just in formal classrooms, and then reinforced across channels; innovations such as simulation and gaming are needed to energize a new generation of workers and to increase the long-lasting strategic impact of learning; collaborative solutions and platforms need to be in place to harness the collective intelligence of the enterprise.

Above all, learning must be designed and executed with a close link to an overarching human capital strategy, and then measured according to business impact. This environment requires advanced capabilities and technologies.

Learning and collaboration services from Accenture: Developing the distinctive skills and capabilities to drive a performance advantage

Rocked by economic duress, workforce layoffs and massive change on a global level, most organizations today—whether public companies or government agencies—are facing the overwhelming task of assembling the capabilities they need to meet a new generation of challenges. This puts enormous responsibility on the enterprise learning function.

New marketplace realities—continued cost pressures, increased competition, rapid industry change and the global nature of the workplace—create new imperatives for how enterprises link learning to strategy, how they make more productive a multi-generational workforce and how they source and deliver effective learning and collaboration.

Accenture delivers a comprehensive suite of learning and collaboration services to help our clients drive measurable improvements in workforce and organization performance. We understand how to align learning to organizational strategy—aided by advanced technologies, analytics and innovative learning designs—helping our clients to develop the distinctive skills and capabilities in their people to drive strategic outcomes.

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We offer our clients end-to-end capabilities—from formulation of a learning strategy; to design, development and delivery of innovative learning programs and integrated collaboration tools; through to targeted academies focused on the needs of critical workforces and functions. We work with our clients to develop a continuous learning approach, leveraging formal and informal learning to create a sustainable and high-impact learning environment.

With industry-leading tools, assets and technologies, we help our clients create a broader and more expansive learning environment that harnesses the collective knowledge and experience of the organization, as well as external expertise, and deliver learning “anytime, anywhere”—on a mobile device, through social networking tools or through virtual, Web-based platforms.

We also work closely with the Accenture Learning BPO practice to industrialize development, delivery and measurement of learning and to drive ongoing cost savings and efficiencies. We have a demonstrated track record of delivering learning and collaboration services that improve workforce productivity, speed time to competency and rapidly advance the performance capabilities of critical workforces.

Our offerings include Learning & Collaboration Strategy, Learning Design & Delivery, and Accenture Academy.

Learning & Collaboration Strategy Organizations today invest significant time and money in developing and administering learning opportunities for their employees, and increasingly this investment is under scrutiny to ensure it is delivering maximum value. To justify learning spend and to ensure learning programs are directly supporting strategic goals, a clear learning strategy is required.

We help our clients create that learning strategy and link it to desired outcomes. We leverage our advanced tools and assets to conduct an organization learning diagnostic. This analysis provides an in-depth, comprehensive assessment of the current state of learning across the organization—including the competencies the organization needs to succeed, matched against its current state—and then identifies areas for improvement.

We then work with our clients to create a comprehensive and prioritized learning roadmap that sets forth the specific steps needed to make the learning vision a reality, providing direction in key areas such as governance, operating model, technology infrastructure, and design and delivery.

Learning strategy work helps a leading US financial institution drive a more consistent and scalable learning delivery model while reducing costs This leading US financial institution looked to improve the capabilities of its learning function to better support strategic goals, and also gain more visibility and control into how its learning investments were allocated. Over time, the company’s decentralized internal learning function had led to inconsistent training approaches across locations, a lack of a centralized system to track and monitor compliance training, and high costs resulting from the extensive use of instructor-led training.

Financial advisors also lacked awareness of the availability of training and how to address key skill gaps.

The company turned to Accenture to develop a learning blueprint that would enable a broad learning transformation across the organization. The blueprint included:

• Development of a career framework with individualized learning plans.

• A learning management system to track and monitor training, as well as a centralized help desk and learning administration services.

• Use of a scalable content development center to standardize the content development process.

• Development of a new training delivery model leveraging web-based technologies and virtual instructor-led approaches.

• Design of a new governance model to enable the organization to keep learning continually aligned with business needs.

The learning blueprint has helped this financial institution develop a learning infrastructure and approach that is scalable and flexible to support the changing needs of the business. The new delivery model enabled the company to launch a blended learning program for new-hires—delivering consistent learning across locations, reducing costs and minimizing the time that field leadership spends in delivering training. Use of the content development center has resulted in a 200 percent increase in training developed over a one-year period, and the learning management system has demonstrated strong take-up among employees, with 100 percent of the financial advisor population using the new system to complete training.

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Learning Design & Delivery Accenture provides a comprehensive suite of learning design, development and delivery services to support our clients’ comprehensive learning needs, including training to support complex system implementations, process transformations and industry-specific needs.

Leveraging our deeply skilled learning professionals in our delivery center network—more than 50 locations across the globe, including 15 content development centers—we can rapidly source, develop and deliver highly interactive and customized learning content to address our client’s strategic needs. Our services are flexible and scalable—ranging from short-term programs focused on specific organizational needs to multi-year programs. We use our proven approaches, tools and assets to decrease costs, reduce risks and drive new efficiencies.

We also help our clients take advantage of the latest advances in learning technologies—including gaming, simulations, social media and mobile learning—to deliver programs that close skill gaps and drive improvements in overall performance.

Accenture Academy Accenture Academy helps our clients improve the performance of their critical workforces through flexible, online learning environments that offer rich content, competency-driven curriculums and industry-recognized certifications. Our suite of core, industrialized academies includes supply chain, finance, sustainability, analytics and workforce measurement, which deliver immediate access to a curriculum tailored to timely performance needs. We also develop customized academies for clients in areas such as HR, sales and change management.

Accenture Academy provides an interactive, highly engaging and blended learning environment, and is available 24/7—offering flexible access to learning for our clients around the globe. Courses are designed and updated using real-world experience and the knowledge of industry and academic specialists.

By taking advantage of the Accenture Academy approaches and offerings, our clients are able to convert strategic goals to relevant learning experience faster, giving their critical workforces the knowledge and skills needed to respond quickly to opportunities. For more information, visit www.accentureacademy.com.

SABMiller: Driving new skills and capabilities with Accenture Supply Chain Academy To support its growth strategies, international brewer SABMiller recognized the need for a comprehensive and consistent approach to developing talent across its organization. Indeed, the company’s preparation for a major global technology implementation had revealed significant capability gaps across its global talent.

In particular, within the company’s Latin American division, 80 percent of employees who supported the company’s supply chain were found to have inadequate skills in many critical areas, including supply planning, demand planning and inventory management. These capability gaps would not only compromise the company’s return on its technology investments, but would also keep it from achieving the levels of operational and financial performance needed to be competitive.

To support its efforts to ramp up its supply chain skills in Latin America, SABMiller worked with Accenture to launch Accenture Supply Chain Academy. Following a successful pilot, the Academy was rolled out to 300 users in Colombia, Ecuador, Peru, El Salvador, Panama and Honduras. These users represented a wide cross section of supply chain employees, from line managers to senior leadership. Accenture Supply Chain Academy content was tailored to these employees’ roles, competencies, and capability gaps.

Accenture Supply Chain Academy has provided a flexible and globally scalable platform for SABMiller, and has helped the company to develop stronger supply chain capabilities. SABMiller estimates that its supply chain management maturity has more than doubled in degree since its implementation of Accenture Supply Chain Academy. This progress reflects improvements in demand and supply planning, both of which were identified as lagging capabilities prior to the project. And because SABMiller has strengthened these capabilities, it also has seen improvements in terms of inventory management and working capital.

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HR and Learning Business Process Outsourcing (BPO) Industrialized, scalable delivery of HR and learning services

leverage industry-leading approaches and tools that enable us to deliver reliable, scalable, high-quality learning services at lower cost.

We deliver HR and learning services to 1.5 million people in 100 countries. Through our HR and Learning BPO practice, Accenture:

• Recruits more than 25,000 positions for our clients each year.

• Manages more than 500 classrooms worldwide.

• Manages performance and progression of more than 125,000 client employees.

• Manages payroll for more than 750,000 client employees each month.

• Resolves more than 2 million calls per year in our call centers.

• Administers more than one million workforce data transactions per year.

• Offers more than 20,000 courses to our clients.

Accenture has been named the #1 outsourcing provider in the Global Outsourcing 100 for four consecutive years by The International Association of Outsourcing Professionals (IAOP). We have more than 8,500 learning, HR and talent management professionals offering extensive and proven skills in consulting, technology and outsourcing on a global

basis. Our Accenture Global Delivery Network, which stretches across five continents and leverages standardized methodologies, assets and tools, provides a scalable, flexible network to help our clients improve performance, mitigate risk and lower the total cost of delivery. This Global Delivery Network includes eight content development centers; five of which are also learning call centers that offer 24/7 support in nine languages.

Accenture’s strategic capabilities, deep functional skills and proprietary methodologies enable our clients to continually align their HR and learning processes with overall strategy. And most important, we have a proven track record of delivering measurable improvements to our clients’ performance—including HR cost reductions of 20 to 30 percent, 30 percent improvements in absence rates, 50 percent reductions in speed, 60 percent improvements in time to proficiency, and revenue increases of 30 percent or more.

Recognized by industry analysts as a global leader in outsourcing, Accenture offers a comprehensive suite of HR and Learning BPO services that can generate tangible results, including optimizing workforce performance and productivity, and increasing the return on people investment. Accenture combines a deep, research-based understanding of how HR and Learning BPO contributes to high performance, together with analytics capabilities, industry insights, industrialized delivery capabilities and innovative technologies to help our clients drive maximum value from their workforce investments.

Accenture brings a heightened level of rigor to the delivery of HR and learning services, driving new levels of efficiency, productivity and operational excellence—and a focus on business outcomes. Our Accenture HR BPO offering covers the entire employee lifecycle including recruitment, performance and progression, compensation, learning and HR administration services.

Our end-to-end Learning BPO offering covers learning planning and alignment, content design and development, learning delivery and learning administration. We

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Change Management Driving successful change and creating a more agile organization

environment, companies must manage a broad set of management, leadership, culture and development components. They must both manage specific journeys of change while simultaneously building the ongoing ability to manage continuous change, knowing that progress will now be measured based on the strategic results achieved.

Change management services from Accenture: Managing transformational journeys and creating a continuous capacity for change

Accenture delivers advanced and innovative change management services that help our clients prepare for and manage complex

business, organizational and workforce change in a market that is evolving at an accelerating pace. We leverage distinctive, data-driven assets to increase the pace and certainty of successful organizational change.

Our holistic approach encompasses change planning; stakeholder engagement and communications; change measurement and organization readiness; organization culture; change sustainability; and training and performance support.

Our change management services can drive a variety of positive strategic outcomes, including improved adaptability and strategic agility, increased success

To compete in today’s fast-moving marketplace, companies need to be agile—able to execute strategy faster, with more flexibility and adaptability, and to move their companies ahead more nimbly. They need to respond quickly to short-term urgencies, while also anticipating and accommodating long-term trends.

To outperform competitors, companies need to manage change with precision and more predictable results, and at a pace that is faster and more effective than their peers. Traditional change management activities such as training and communication are not sufficient to help companies develop the ongoing change management capabilities they need. To succeed and remain agile in today’s business

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rates from transformation initiatives, improved stakeholder buy-in and commitment, and faster speed of transition.

The scope of our change management offerings covers the entire lifecycle of a change program, including Journey Management, Change Enablement and Organization Change Capability (see Figure 3).

Journey Management The scientific discipline of journey management defines an organization’s vision or future state; develops a roadmap to get from the current to the desired future state; establishes a plan to achieve the business value from the change; and manages/measures progress along the way to achieve desired strategic outcomes with pace, certainty and agility.

Figure 3. Accenture Change Management Offerings Journey management drives pace through the sequencing and prioritization of initiatives. It creates certainty through understanding the future state, measuring progress along the journey and aligning the organization around a common goal. And it fosters strategic agility by recognizing that in a multi-year journey, adjustments must be made to re-prioritize and refocus investments to meet new market opportunities and mitigate risks.

The scope of Accenture’s Journey Management offering includes defining, planning, mobilizing and delivering large-scale business change by connecting all programs to the organization’s strategic aspirations. We leverage a proven, structured and consistent approach that helps our clients speed their journey and realize more value from their overall strategy.

Successfully managing technology and business transformation for a global producer and marketer of agricultural products and services This market leader embarked on a major transformational program to drive a growth and expansion strategy. To support its goals, the company focused on creating consistent global business processes and launching a common enterprise resource planning platform across all of its business units in the more than 50 countries in which it operates.

The company understood that a business and cultural transformation program of this magnitude could not be implemented successfully without a strong focus on

journey management and comprehensive change enablement. These kinds of initiatives can ensure acceptance and buy-in across a company’s diverse business units and support a longer-term focus on sustaining the benefits of the transformation over time.

Accenture teamed with the company to define and launch a comprehensive, integrated transformation effort across the enterprise which included:

• Defining the purpose of the journey and specifying its implications for the enterprise.

• Identifying major change impacts across the organization and implementing numerous, large-scale change interventions.

• Developing leadership education programs and creating a change agent network to foster broad sponsorship for the program across the enterprise.

• Planning and executing a comprehensive communications and training program.

• Establishing a robust metrics program to measure the progress of the change and provide information about how benefits are sustained over time.

The change management program has been a significant success, driving acceptance of the change and stronger adoption of the new processes and systems across the company’s global footprint.

Change Enablement

Managing organizational change

Enabling system and process change

Transitioning to new sourcing models

Journey Management

OrganizationChange Capability

Strategic Planning & Visioning

Preparation, Mobilization, Deployment Post-Deployment

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Change Enablement We help our clients to plan, manage, execute and sustain their organizational change efforts, including increasing understanding, adoption and commitment to change programs across all levels of the organization through the use of a standard and comprehensive approach/framework, methodologies and tools. Our services cover:

Managing organizational change: We guide our clients through the management and execution of strategic organizational change programs such as mergers and acquisitions and globalization initiatives, as well as new operating models, alliances and outsourcing arrangements than can drive cost containment.

Enabling system and process change: We help our clients manage and execute medium- to large-scale change related to the implementation of new enterprise systems and/or process changes within organizations that span business units and geographies.

Transitioning to new sourcing models: We help our clients smooth the transition of employees to a traditional outsourcing or shared services (both captive and multi-vendor) environment while minimizing disruptions to ongoing organizational performance. Accenture also works with organizations to focus on the retained workforce in an outsourcing environment so that their productivity and effectiveness remain high.

As a business and technology innovator, Accenture also leverages new technologies such as social media tools and advanced analytics to help encourage adoption of change throughout the organization at all levels.

Organization Change Capability We help our clients to become more “change capable.” This work involves putting in place the competencies, leadership, structures and metrics that enable our clients to create a strong, internal and ongoing change management capability. This capability is embedded in all aspects of how the organization functions, such that change management becomes part of the DNA of the organization.

Creating this organization change capability starts at the top of the enterprise with leadership development programs to create senior management more effective at managing change. Methodologies, tools and technologies are also important because they help manage the portfolio of change programs and support more consistent delivery of results. The program is also supported by a network of experienced practitioners within the business and support functions to repeatedly deliver planned outcomes.

One of the innovative assets developed by Accenture to help our clients develop an internal change management capability is the Accenture Change Academy—a dedicated learning environment that brings together our deep change management expertise and broad client experience across all industries and geographies to help our clients develop the change management skills, tools and approaches to become a change-receptive and change-adaptive culture.

With the Academy we deliver an engaging, competency-based curriculum targeted at the key roles necessary to drive a successful organizational change initiative: change sponsor, change manager, change practitioner and change agent.

Creating an innovative Change Academy at EDF Energy Networks (UK Power Networks) EDF Energy Networks, formerly a business unit of EDF Energy and now operating as UK Power Networks—embarked on a major transformation program called “Networks 1st,” a program with wide-ranging impacts on productivity, development of its 5,000 employees, customer service and information systems.

According to Chris Degg, the company’s HR, communications and training director, “We realized that we could no longer rely on occasional, ad hoc programs to help us cope with organizational change. It had to be something we were good at across the entire company and at every level, all the time.”

EDF Energy Networks turned to Accenture to establish a dedicated change academy to help the company build an internal and sustainable change capability in support of the transformation program. The change academy enables tailored capability development at three levels of leadership: the senior executive team, managers and then a group called “change supporters”— especially influential people across the business who agree to support change and to be active ambassadors for the program.

The Change Academy provided EDF Energy Networks the focus and rigor needed to manage change—leveraging best-of-breed, research-based and field-tested knowledge and approaches to build a broader foundation for successful change.

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Why AccentureInnovative, industry-leading services and solutions to drive strategic advantage from distinctive talent and organization capabilities

costs, we help our clients produce measurable improvements in performance measured in terms such as improved sales, faster product introduction, higher customer retention rates and better workforce productivity. Integrated services We bring together market-tested offerings integrated across human capital strategy, leadership, culture change, organization design, HR technologies, learning, change management and more. We also maintain strong alliances with leading technology providers, platforms and vendors which helps us deliver leading-edge solutions that are linked only to a client’s business and technology needs rather than being force-fitted to a single, proprietary platform.

Accenture collaborates with clients from every industry on integrated talent, HR and organizational change services that help them respond to urgent marketplace needs, improve workforce productivity, create a more agile enterprise and deliver measurable, predictable business outcomes.

We offer: Relentless focus on outcomes We continue to demonstrate to our clients the game-changing results that can be delivered by asking more of business solutions and services: beyond only reductions in learning or HR budgets, beyond only reductions in workforce

Capabilities to move from insight to action We can help clients innovate and identify new business opportunities, and then put in place the structures to help the workforce and organization implement those ideas. As a leader in the development and application of analytics-based solutions, Accenture’s proprietary tools and approaches can help our clients make better fact-based decisions and respond briskly to opportunities.

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A demonstrated track record of successful, innovative delivery Our unmatched breadth of industrialized capabilities—including tools, architectures and metrics—helps us bring rigor and predictability to delivery. We can scale rapidly, assembling global teams of deeply experienced and knowledgeable professionals across the spectrum of talent and organization domains.

Sustainable capabilities Beyond a single deployment of a business or technical solution, we work to achieve sustainable change and create an organization with the flexibility and capability to respond rapidly to business needs and opportunities. Deep industry expertise Our services and solutions are tailored to the unique environments of particular industries. We serve more than two dozen industry segments and our Talent & Organization professionals are aligned with specific industries so they have a deep understanding of a client’s timely challenges and opportunities, as well as industry evolution, business issues and applicable technologies.

Global scale and reach Accenture serves clients in more than 120 countries. We have extensive relationships with the world’s leading companies and governments and work with organizations

of all sizes—including 92 of the Fortune Global 100 and more than three quarters of the Fortune Global 500. Our Global Delivery Network and our Global Talent and Innovation Network stretch around the world, offering thousands of professionals in locations across Asia, Europe, Africa and the Americas to offer competitively priced capabilities across both traditional and emerging solutions. At the same time, our balance of onshore, offshore and nearshore delivery helps organizations increase efficiency while maintaining a local relevance and presence. Commitment to innovation and thought leadership Accenture’s High Performance Business research program continues to track the characteristics of top performers in every industry, synthesizing leading practices and insights, and using those to continuously improve the solutions and services we design and deliver with our clients. For more than 11 years, our Accenture High-Performance Workforce Study has developed fresh insights into what the world’s most successful companies can and should do to increase the value of their human capital assets and to implement strategy rapidly and effectively.

We also team with leading universities and research organizations around the world to generate insights into issues our clients are facing today, as well as those just appearing on the horizon. We help define new generations of solutions based on scientific analysis and research, and on our broad experience with clients around the world, in every industry.

Contact us

For more information about how Accenture Talent & Organization can help you create sustainable advantage through advanced talent, organizational change and HR services, please contact: talent.organization@accenture.com or visit us on the web at: www.accenture.com/talent-organization

About Accenture

Accenture is a global management consulting, technology services and out-sourcing company, with approximately 257,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and busi-ness functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$27.9 billion for the fiscal year ended August 31, 2012. Its home page is www.accenture.com.

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