Your SlideShare is downloading. ×

Where To From Here?

309

Published on

A CXO’s observations on Trends in Shared Services

A CXO’s observations on Trends in Shared Services

Published in: Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
309
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
2
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Where To From Here?A CXO’s Observations on Trendsin Shared ServicesDr. Jeff RussakowChief Customer OfficerYahoo!
  • 2. A Shared Services Journeyman’sPerspective• Enterprise• Mid-market • Hardware • Sales• Consumer • Software • Professional Services • Internet • Support • Wireless • Shared Services • Outsourced Services
  • 3. About Yahoo! • 680 millions users • 30+ languages; offices in 25 countries • 10 billion+ ads served daily • 400 million self-help cases • 40 million contact center cases • Over 200 million ads QA’s monthly • ~$10 per customer per year
  • 4. $1.25 and an Opinion Will GetYou a Cup of Coffee…• So, where’s it all going?• And what are the shared services implications?
  • 5. The Days of “Mess for Less” … Salary Trend Enterprise Automation Mature Geographies Emerging Markets … are Numbered
  • 6. From Labor Arbitrage to BusinessTransformation Example: Quote-to-Cash Order Order Sales Shipping Support Billing Mgmt Fullfill OB Sales BPO Out- BPO BPO Captive BPO (IN) source (PH) (IN) (IN) (CN) (US)
  • 7. From Labor Arbitrage to BusinessTransformation Example: Quote-to-Cash Order Order Sales Shipping Support Billing Mgmt Fullfill Shared Shared Shared Shared Shared Shared Service Service Service Service Service Service
  • 8. From Haphazard Facilities Strategyto Global Business Strategy
  • 9. Global is NowTruly Global
  • 10. Playing All the Angles Outsource Captive Onshore Offshore
  • 11. Fight or Flight: The War for Talent
  • 12. Fight or Flight: The War for Talent Tokyo Osaka Manila Cebu Kuala Lumpur Jakarta
  • 13. Fight or Flight: The War for Talent
  • 14. What About the Rest of the World? Ireland Eastern Europe China Pacific Northwest Rural US Romania Philippines Egypt India SEA Argentina
  • 15. Manage Every Person Like They AreYour Own • Shared service team
  • 16. Manage Every Person Like They AreYour Own
  • 17. Manage Every Person Like They AreYour Own
  • 18. Developing Tomorrow’s Managersand Leaders, Today
  • 19. The Most Exciting Times Are Still Ahead Differentiate • Differentiated Transform services • Business Process • Value-added Redesign offerings • Centers of Excellence Outsource • Superior scale and • Labor arbitrage coverage • Automation • Local language/access • Functional
  • 20. Where To From Here?A CXO’s Observations on Trendsin Shared ServicesThank you!russakow@yahoo-inc.com

×