European Shared Services Programme Design & Implementation - Global Consumer Products
The Situation: The Client sought the assistance of Capgemini to develop European Finance Shared Services operations supported by implementation and management of the Shared Service Pilot in Rotterdam.
The Client identified Shared Services as a key component in its future growth, and recognised that building alignment around the operating model would be challenging and achievement of a successful transition to the new operating model would require robust management.
To be competitive in a global context the European Centre needed to be a showcase for service and technology. The experience from this programme will be used on a company wide transformation with the stated objective of moving Finance to upper quartile performance.
The Solution:
- Capgemini worked in close partnership with the client from an initial ASE through the design phase to providing experienced managers during and after transition. The operational roles of Head of the Centre and Service Delivery Manager were performed by Capgemini for the first 6 months of operations.
- Capgemini took a leading role within the Programme Team and the operating companies to achieve alignment and to support all aspects of the migration to the Centre
- Pilot Shared Service Centre established in 6 months. The Centre provides the full range of financial transaction processing services (Purchase to Pay, Order to Cash, Close to Report & Sourcing Support) to three customers in Phase 1. Cross border services was provided in Phase 2. Capgemini Shared Service methodologies and experience were applied to Design, Implementation Planning and Migration to the Centre
- Shared Service Customer Management concepts introduced from Day 1 through development and application of service level agreements and key performance indicators
- Purchase to Pay process transformed with introduction of scanning and ‘service desk’
The Result:
- Pilot Shared Service Design and programme implementation plans developed within 6 weeks
- Programme assurance and support provided over 12 months to promote programme flexibility and innovative solutions during design and migration to the Centre
- Timely migration to the centre achieved through alignment of and engagement with key stakeholders
- Risk of transition minimised and focus on service and delivery requirements introduced from Day 1 through use of experienced managers in key Shared Service Centre roles
- Lessons learnt and knowledge transfer to enable European Centre to manage future migrations and development of services
How the Client and Capgemini Worked Together
About the Capgemini Collaborative Business Experience
The Collaborative Business Experience is a disciplined, yet flexible, approach designed to maximise Capgemini’s long experience and wide array of business tools in support of its clients through true collaboration. The ultimate goal: better, faster, more sustainable results by focusing the best of Capgemini and the best of its partner clients on the task at hand in a measured and measurable way.
