Streamlining a Global O2C Process

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Streamlining a Global O2C Process

  1. 1. StreamliningA Global O2C Process Lew Bader SVP Global Order-to-Cash Pearson
  2. 2. About PearsonThe worlds largesteducation company,Pearson Education The Financial TimesThe Penguin Group
  3. 3. PEOPLE
  4. 4. People need to understand thevision• Chart the course• Employ Multiple Option Thinking• Take intelligent risks• Align Goals and Objectives to the vision.
  5. 5. SMART Goals Specific Measurable Achievable Realistic Timely
  6. 6. You can’t do it too much…Communicate Communicate Communicate
  7. 7. Plan and Train Formalize your Plan Knowledge Transfer Knowledge Cascade. DON’T RUSH IT!
  8. 8. Plan and Train Don’t forget your retained team!
  9. 9. CultureOne size DOES NOT fit allCultural differencesLocal business practices
  10. 10. TECHNOLOGY
  11. 11. AutomateStandardize EliminatePromote Customer Self-Service
  12. 12. Adopt Standard ToolsDevelop Buy Partner
  13. 13. PROCESS
  14. 14. What is your job?Record Orders?Deliver a product or service?Create and deliver invoices?Collect the cash? Deliver World-Class Service Improve the Customer Experience
  15. 15. Take stock of the current stateIs your business changing?What will you have to do in three years… … in3 months?Do you have a plan?
  16. 16. Best Practices• Align all of Order-to-Cash - Single Management• Business units focus on commercials…Not transaction processing• Centralize common and standard activities• Find a partner who can do it better than you
  17. 17. Governance• Establish effective governance. Meet regularly with: • Executive • Legal • Finance • Sales• Establish realistic credit limits
  18. 18. METRICS
  19. 19. What Gets Measured Gets Done!
  20. 20. Streamlining Global O2C METRICS WHAT GETS MEASURED GETS DONE!•Adopt standard metrics (DSO, Turnaround Results, Customer Satisfaction) and report on them regularly•Keep a scorecard on everyone’s objectives (Milestones, Achievements)

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