deloitte shared services conference 2018 · 2018-10-15 · 2015 value driven rapid response...
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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.
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Business of IT
Internet of Everything
Software Defined Networking
Big Data & Cloud
Data Center Collaboration Enterprise Networks
Where We Play
Security
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Traditional Paradigm
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Influence
Unseen Impacts of Doing More with Less
Value + RelevanceTalent
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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
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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?
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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
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
What if we define and measure value in such a way that we can increase human capital & expand our remit?
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
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
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A New Way of Working with Stakeholders
Transparency X-Functional Prioritization
Clarity of Focus
Engagement
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Making Engagement & Alignment Key Priorities
Client Services
Team
Executive Sponsor
Strategy & Business Acceleration
Operations For internal clients, clearer contact points with
counterparts in Operations
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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?
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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
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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
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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
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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
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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
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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
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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
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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
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From Cost Reduction to Spend Management Reimagining Procure to Pay
Delight employees, stakeholders, and suppliers
Single, simple buying experience
Drive positive financial outcomes
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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.
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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
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Influence
We’ve Only Just Begun
Talent Value + Relevance