Automation of Shared Services Center processes

1. Case Study
Case Study MANUFACTURING
S OLUTIONS F OR B USINESS P ROCESS & C ONTENT M ANAGEMENT
Automation of Shared Services Center
processes
For a Leading Aluminium Manufacturing Company
Overview
The client is a globally diversified company that leverages its strategic
location and cutting edge technology to deliver world class products. The
client is a leading producer of metallurgical grade alumina and other
aluminium products, which caters to a wide spectrum of industries. The
company's diversified and de-risked project development strategy and fully
Key Challenges integrated operational structure, that includes mining, smelting/refining and
power generation, equips it to meet the growing global and domestic demand
! It was difficult to track cases as for aluminium.
information of old invoice/ PO
was not there for more than 1-2 Challenges
years
The client was looking for a solution to build several Shared Service Center
! Difficult to track time spent on processes so that many of their processes could be handled centrally. They
each step of every case as real wanted to automate their entire SSC operations over a scalable BPM
time information of the users architecture. Some of their major challenges were in the Account Payable
and management was Process, Travel & Expense Process, and Hire to Retire, Accounts Receivable
unavailable and Purchase processes. Some of the key areas of concerns were as follows:
! Difficult to identify discarded ! Difficult to track cases as information of old invoice/ PO was not stored
cases and the reason or status for more than 1-2 years
for the same ! Time Consuming due to unavailability of proper database
! Lack of proper communication ! Inability to identify the efficiency of users
between the management and ! Difficult to track time spent on each step of every case as real time
the employees information of the users and management was unavailable
! Difficult to identify the status of each and every case
! Difficulty in checking for duplicity in payments
! Difficult to identify discarded cases and the reason for the same
! Lack of proper communication between the management and the
employees
Solution
Newgen offered its best of breed product Business Process Management
(BPM) – OmniFlowTM, Enterprise Content Management (ECM) -
OmniDocsTM, and Centralized Bulk Scanning- OmniScanTM with SAP
Connectors, which helped the client in automating several SSC Processes.
Newgen automated Accounts Payable, Accounts Receivable, Travel &
Expense and Helpdesk processes. The proposed solution helped the client in
handling exceptions. The solution has been deployed with the aim of
monitoring all the processes for which a flow was designed, on the basis of
business rules. All the invoices with the supporting documents were received
at the SSC (Shared Service Center) where they were scanned, indexed and
exported to OmniFlowTM for further processing i.e. Travel expenses and
Accounts payable processes. The categorization of the invoices of Account
Payable process was done on the basis of PO and Non-PO invoices and
categorization of Travel expenses was done on the basis of relocation
expenses, joining expenses etc. In OmniFlowTM, the workitem was segregated
on the basis of business area and routed to the specific users accordingly.
Some validations were performed to ensure right association between the
workitem ID and SAP transaction ID. Cheque dispatch details were also
recorded in SAP. The implementation allows users to archive external
www.newgensoft.com

2. Case Study
Case Study MANUFACTURING
S OLUTIONS F OR B USINESS P ROCESS & C ONTENT M ANAGEMENT
documents in OmniDocsTM, and saves the document in the predefined folder
structure as per their requirement. After processing of invoices, OmniFlowTM
sends data to update SAP with the required information. With the deployment
of the solution, the client was able to save a lot of time.
The Benefits
With the deployment of Newgen's solution, a seamless process flow was
designed for approval. This solution helped the client to make all payments
automatically and avoid duplicate payments. The client was able to attain the
Key Benefits following benefits by using the Newgen solution:
! Reduction in Duplicate ! Easily monitoring of all the processes
payments ! Reduction in operational cost
! Regulatory compliance
! Easily tracking of documents
and SLAs ! Higher customer satisfaction as everything was auto posted in all the
processes
! Identification of all discarded
! Easily tracking of documents and SLAs
cases and reason for the same !
! Regeneration of reports
! Identification of all discarded cases and reason for the same
! Easily identification of user efficiency
! Real time information of users and management
! Regeneration of reports
! Easy to handle invoices, Purchase orders etc.
About Newgen
Newgen Software is a leading global provider of Business Process
Management (BPM), Enterprise Content Management (ECM) and Customer
Communication Management (CCM), with a global footprint of 850
installations in over 45 countries with large, mission-critical solutions
deployed at the world's leading Banks, Insurance firms, BPO's, Healthcare
Organizations, Government, Telecom Companies & Shared Service Centers.
Newgen Software has been positioned in the Magic Quadrant for Business
Process Management (BPM) and Enterprise Content Management (ECM).
The company has been recognized by distinguished analyst firms like Frost
and Sullivan as A 'Hot Company to Watch for' in their global ECM Market
report, 2009 and by IDC in its exclusive report “Newgen Software: Global
Leader in Business Process Management and Document Management
Solutions”.
Newgen's Quality Systems are certified against ISO 9001:2008 and
Information Security Standard, ISO 27001:2005. Newgen has been assessed
at CMMi Level3.
Newgen prestigious clients include HSBC Bank, Deutsche Bank, Hua
Nan Bank, ABN Amro Bank, ICICI Bank, IDBI Bank, State Bank of
India, ING Vysya Bank, CitiFinancial, RAK Bank, Bank of Tanzania, Max
New York Life, Bajaj Allianz, Royal Sundaram Alliance, Unilever,
Philips, GE Countrywide, EXL, Satyam Nipuna, iGATE, Core 3, Ranbaxy,
GSL, Kenyan Airways and SEC Phillipines.
Newgen Software Technologies Ltd., India
A-6, Satsang Vihar Marg, Qutab Institutional Area, New Delhi 110 067
Tel: +91-11-26964733, 26963571, 26856871
Email: newgen@newgen.co.in
Newgen Software Inc., USA
1364 Beverly Rd., Ste. 300, McLean, VA 22101
Tel: 703-749-2855 Fax: 703-749-2858
GS-CS-VDNT
UAE Office: Newgen Software Technologies,
Off No: 314, Building No: 3, P O Box. 500297, Dubai Internet City, Dubai, UAE
www.newgensoft.com Tel: +971 44541365 Fax: +971 44541364, Email: emea@newgensoft.com
E-mail: corpmkt@newgensoft.com