A brief case study overview demonstrating success in value creation!

1. CASE STUDY
BUSINESS SERVICES
SUCCESS IN
VALUE CREATION
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1

2.  Leading Telecommunication and Technology Companies
◦ 1998 -1999: Creation of a new multi-function shared services entity
supporting over 30+ legal entities/affiliates (people, process and
systems)
◦ 2000 – 2002: Achieved 40%+ annual savings and top performance
ranking in quality, productivity, cost reductions and customer
satisfaction
◦ 2003 -2005: Drove 35% added annual savings, 55% or $30M+ annual
ongoing
◦ 2006 – 2008: AT&T purchased BellSouth. Moved functions & systems.
 Quick Service Restaurant (QSR) Companies –M&A Activity
◦ 2009-2010: New shared services & headquarters in new location (new
people, processes, systems) resulting in 30% annual savings in 1st full
year operations and top quartile benchmark rankings and customer
satisfaction
Case Study Experiences – Business Services
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2

3. 3
Implementation & Stabilization-F&A
•Systems & Processes
•Self Service and Workflow
•Refine Service Delivery
•Resource Efficiency, Effectiveness, Productivity, Help
Desk
Value Added
•Scope Increase – HR Call
Center, Doc Mgmt, Comp.
Module, Mgmt Portals,
Cash Management, Supply
Chain
•Employee Services
• PMO Bus. Unit Support
-As a Services
•Controls-SOX oversight
•Policies
Future Value
Options
•Identify
• Outsource
• Commercialize
• Additional
Improvements/Scope
•Compare
•Select, Decide & Act
• Increased Automation
• Increased Self Service
• 3rd party solutions
• Org Alignment
• Function Review
Move Forward
•Increased Self Service
•Platform Expansion
•Automated Approvals
•Review new Line of
Business Scope: Expand
HR Services to Include
Staffing & Training,
•Assume Vendor
Management-Indirect
Spend
Integration
•Eliminate Silos
•Virtual Teams
•Improvements
•Optimize End-to End Processes
•Partner/SSC accountability
•Value Added
Re-scale &
Expand
Systems/Service
s
Year 1 Year 3 Year 6
Business Services: Continuous Evolution
Focus, Measure, Rebalance and Transform
1st 3 Years 2nd 3
Years
3rd 3
Years
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4. External Recognition of Value Creation
4
2003: Voted One of Top
Most Admired
Business Services
Providers
2005: Awarded “Best
Mature Shared
Services Provider
Award
2011: Awarded
“Excellence in
Value Creation”
2013 Shared
Services and
Outsourcing
Network
RecognitionNominated as a Top
Thought Leader and
Contributor to
Shared Services