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0 © Copyright 2017 FUJITSU
Fujitsu Forum
Munich 2017
Global Delivery Centers:
Creating growth
through connections
1 © Copyright 2017 FUJITSU
Brian Murphy
SVP, Head of Global Delivery Centers
Ana Lopes
Head of GDC Delivery Excellence
Sof...
2 © Copyright 2017 FUJITSU
Global Delivery Capability
Russia GDCPortugal GDCCosta Rica GDC China GDC
Malaysia GDC
1,360+ e...
3 © Copyright 2017 FUJITSU
Breadth & depth of IT services
Application
Services
Network
Operations
Multilingual
Service Des...
4 © Copyright 2017 FUJITSU
GDC Utilization by Region FY17 (ytd)
~6700
+12% FY16
~1400
-5% FY16
~1400
+55% FY16
~800
-4% FY...
5 © Copyright 2017 FUJITSU
Contribution to Customer Value
Accumulated Industry,
Business Expertise
Utilization of
Big Data...
Copyright 2017 FUJITSU LIMITED6
 Accelerate GDC utilization to improve
profitability
- Drastic cost reduction,
improvemen...
7 © Copyright 2017 FUJITSU
Innovative Integration with Digital Expertise
8 © Copyright 2017 FUJITSU
Delivery Excellence
Ana Lopes
Head of GDC Delivery Excellence
9 © Copyright 2017 FUJITSU
Driving Fujitsu’s Globalization
GDC
India
GDC
Poland
GDC
Portugal
GDC
China
GDC
Philippin
es
GD...
10 © Copyright 2017 FUJITSU
GDC Global Delivery Hubs
GAPF
(Global App. Packaging Factory)
Cloud Network Security
ServiceNo...
11 © Copyright 2017 FUJITSU
Improved Global Delivery
The GDC Global Delivery Hubs
create an improved delivery
model that p...
12 © Copyright 2017 FUJITSU
At the Heart of Collaboration
Standardization Global Delivery Hubs
Industry / Business vertica...
13 © Copyright 2017 FUJITSU
Digital Transformation
Sofia Barbosa
Head of Portugal GDC
14 © Copyright 2017 FUJITSU
Digital
Automation
Service Desk
Implementing Service
Desk automations to
existing accounts
Aut...
15 © Copyright 2017 FUJITSU
What is it?
Accessible through a portal, the Automation Assessment Tool contains a central sou...
16 © Copyright 2017 FUJITSU
Improving the Old and Developing the New
Copyright 2017 FUJITSU16
Case in point
 Young, mille...
17 © Copyright 2017 FUJITSU
Implementing Automation
Accelerating transformation and
digitalization
 EDP is the leading en...
18 © Copyright 2017 FUJITSU
Implementing Automation
Voice Biometrics
The solution fits EDP’s
need to authenticate
users th...
19 © Copyright 2017 FUJITSU
Implementing Automation
 Business Driver: development of a mobile application
which connects ...
20 © Copyright 2017 FUJITSU
Fujitsu Sans Light – abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ
0123456789 ¬!”£$%^&...
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Global Delivery Centers: Creating growth through connections

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Global Delivery Centers: Creating growth through connections

  1. 1. 0 © Copyright 2017 FUJITSU Fujitsu Forum Munich 2017 Global Delivery Centers: Creating growth through connections
  2. 2. 1 © Copyright 2017 FUJITSU Brian Murphy SVP, Head of Global Delivery Centers Ana Lopes Head of GDC Delivery Excellence Sofia Barbosa Head of Portugal GDC
  3. 3. 2 © Copyright 2017 FUJITSU Global Delivery Capability Russia GDCPortugal GDCCosta Rica GDC China GDC Malaysia GDC 1,360+ employees Service Desk, Service Management, BPO, TMS 23 languages Poland GDC 820+ Employees Apps Services 1,000+ Employees Apps Services, RIM 4 languages 300+ employees Service Desk, RIM 3 languages 2,340+ Employees RIM, R&D, BPO, Service Desk 16 languages 130+ Employees Service Desk 8 languages Poland GDC Portugal GDC Costa Rica GDC Russia GDC China GDC India GDC Malaysia GDC Philippines GDC India GDC 4,200+ Employees Apps Services, BPO, RIM Philippines GDC 1,030+ Employees Apps Services, RIM, BPO, Service Desk 2 languages ‒ Total 11 200+ employees ‒ 24/7 coverage, 365 days per year ‒ 40 languages ‒ 1.2+ Million end users ‒ 1+ Million devices ‒ > 700.000+ tickets per month ‒ Customers from all industries
  4. 4. 3 © Copyright 2017 FUJITSU Breadth & depth of IT services Application Services Network Operations Multilingual Service Desk Global Data Center Management Business Process Outsourcing Remote Infrastructure Management Research & Development
  5. 5. 4 © Copyright 2017 FUJITSU GDC Utilization by Region FY17 (ytd) ~6700 +12% FY16 ~1400 -5% FY16 ~1400 +55% FY16 ~800 -4% FY16 ~300 +63% FY16 EMEIA represents ~60% of all GDC usage Japan is now the 2nd largest user of GDC services
  6. 6. 5 © Copyright 2017 FUJITSU Contribution to Customer Value Accumulated Industry, Business Expertise Utilization of Big Data Largest Customer Base in Japan High Quality, Highly Reliable System Development Capability Global Services Integration Services Frontline Supporting Technology NewValuefor Customers/Society Integration to Connect Technology and Knowledge Deliver New Value as “Services” Open Innovation Fujitsu Group Focused Technology Digital Technology
  7. 7. Copyright 2017 FUJITSU LIMITED6  Accelerate GDC utilization to improve profitability - Drastic cost reduction, improvement of quality and productivity  Global Solution Hub - Global deployment and distribution of solutions and expertise GDC First 6 State Infra. & Finance EMEIA Public Services Japan Private Enterprise Regions Americas Asia Oceania GDC Collaboration & Utilization of Knowledge Industry Expertise
  8. 8. 7 © Copyright 2017 FUJITSU Innovative Integration with Digital Expertise
  9. 9. 8 © Copyright 2017 FUJITSU Delivery Excellence Ana Lopes Head of GDC Delivery Excellence
  10. 10. 9 © Copyright 2017 FUJITSU Driving Fujitsu’s Globalization GDC India GDC Poland GDC Portugal GDC China GDC Philippin es GDC Malaysia GDC Russia GDC Costa Rica Delivery Excellence A standardized, agile, skilled and flexible services delivery organization. Assurance of service delivery and continuous optimization Development and adoption of global standards Development and adoption of global offerings Creation of new and development of existing capabilities Collaboration and Co-creation Automation Global Service Lines Global Delivery Hubs
  11. 11. 10 © Copyright 2017 FUJITSU GDC Global Delivery Hubs GAPF (Global App. Packaging Factory) Cloud Network Security ServiceNow Data AnalyticsIoT Grow strategic skills and capabilities Key Goals Develop and standardize services and offerings, develop and reuse best practices Optimize / automate existing services Establish regular communications with the relevant regional capability units Promote GDC capabilities for Fujitsu Regions Develop virtual global CoE for strategic areas Optimize overall service costs
  12. 12. 11 © Copyright 2017 FUJITSU Improved Global Delivery The GDC Global Delivery Hubs create an improved delivery model that plays an important role in Fujitsu’s globalization. All steps of a process, different skills connected to a specific technology, platform or software – anything related to a specific service component – is delivered and managed through our Centers of Excellence. GDCs Region 1 Region 5 Region 4 Region 3Region 2 Region 1 Localdelivery Globaldelivery In parallel to the horizontal alignment of technologies, we have a growing industry vertical expertise in our GDCs. Existing and new customers benefit from specialised expertise delivered by engineers with industry specific skills.
  13. 13. 12 © Copyright 2017 FUJITSU At the Heart of Collaboration Standardization Global Delivery Hubs Industry / Business vertical expertise Leveraging existing IP CollaborationandCo-creation Knowledge Integration End Users Technologies Businesses Industries Regions Global Delivery Centers
  14. 14. 13 © Copyright 2017 FUJITSU Digital Transformation Sofia Barbosa Head of Portugal GDC
  15. 15. 14 © Copyright 2017 FUJITSU Digital Automation Service Desk Implementing Service Desk automations to existing accounts Automation Tooling EMEIA Automation Program Copyright 2017 FUJITSU14 GDC Digital Transformation FY2017 Projects Innovation Centers Digital Hackathon Establishing the GDC standard approach to automation & innovation Defining the strategy and roadmap for all GDC Innovation Centers Promoting innovation & co-creation across all GDCs GDC Automation Quick Wins AI Digital Agent Automation Assessment Tool Automation Library Automation Standard Process Automation Maturity Model Strategy, Governance and Content Lifecycle Interconnecting Innovation Centers Digital Hackathon
  16. 16. 15 © Copyright 2017 FUJITSU What is it? Accessible through a portal, the Automation Assessment Tool contains a central source of automation solutions, designed with the objective to build a roadmap for deployment that will enhance the performance of each Service Desk (e.g., cost, time, quality and resources efficient). Automation Assessment Tool
  17. 17. 16 © Copyright 2017 FUJITSU Improving the Old and Developing the New Copyright 2017 FUJITSU16 Case in point  Young, millennial, multicultural, diverse workforce  Empowered to continuously improve services  Aspire higher in both daily tasks and career paths Global Digital Ideathons that are designed to promote the development of new innovative solutions in a controlled framework. Innovation centers set up across our centers displaying these new offerings. These are all interconnected across all locations for us to provide a true global flavor of our real capabilities.
  18. 18. 17 © Copyright 2017 FUJITSU Implementing Automation Accelerating transformation and digitalization  EDP is the leading energy company in Portugal and also has a strong presence in the global energy market, across Europe, UK, USA and Brazil.  EDP is going trough a significant transformation plan and IT is seen as a link and essential element in the transformation and digitalization of the energy business.  Current solutions being deployment:  Voice Biometrics; Orchestration; Virtual Agent Case in point The client: EDP, Energy Company Global energy company with presence across Europe, USA and Brazil. 24/7/265 multi-channel IT Service Desk to 19,000 users Service Desk services to 19k users delivered from GDC Portugal and Brazil (FBR).
  19. 19. 18 © Copyright 2017 FUJITSU Implementing Automation Voice Biometrics The solution fits EDP’s need to authenticate users through the telephony system for password resets and unlock accounts Orchestration Automation of processes and workflows Virtual Agent Cognitive, conversational self- service experience that provides answers and takes action
  20. 20. 19 © Copyright 2017 FUJITSU Implementing Automation  Business Driver: development of a mobile application which connects end customers, i.e. farmers and dealers, to manage wheat seed business.  Use an app to do seed count by connecting to Monsanto’s seed counter machine Business Benefit Case in point The client: Monsanto, Agricultural Company Monsanto is a sustainable agriculture company. It delivers agricultural products that support farmers all around the world. It does this with our leading seed brands in crops like corn, cotton, oilseeds and fruits and vegetables.  Automate the manual rigorous user computation process  Streamlined approach provided to Monsanto.  All data will be available online & Offline;  Business stakeholders can audit data anytime;  Reporting & business forecasting  Integration of seed Counting functionality  Mobile reached to end customers using IOS or Android apps in fields for farmers and agents. Accelerating transformation and digitalization
  21. 21. 20 © Copyright 2017 FUJITSU Fujitsu Sans Light – abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789 ¬!”£$%^&*()_+-=[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùúûüýþ ÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–—―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl Fujitsu Sans – abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789 ¬!”£$%^&*()_+-=[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùúûüý þÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–—―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl Fujitsu Sans Medium – abcdefghijklmnopqrstuvwxyz ABCDEFGHIJKLMNOPQRSTUVWXYZ 0123456789 ¬!”£$%^&*()_+-=[]{};’#:@~,./<>?| ©¨~¡¢¤¥¦§¨ª«»¬- ®¯°±²³µ¶·¸¹º¼½¾¿ÀÁÂÃÄÅÇÈÆÉÊËÌÍÎÏÐÑÒÓÔÕÖ×ØÙÚÛÜÝÞßàáâãäåæçèéêëìíîïðñòóôõö÷øùúû üýþÿĐıŒœŠšŸŽžƒʼˆˇˉ˙˚˛˜˝·-‒–—―‘’‚“”„†‡•…‰‹›‾⁄⁰⁴⁵⁶⁷⁸⁹₀₁₂₃₄₅₆₇₈₉€™Ω→∂∆∏∑−√∞∫≈≠≤≥⋅■◊fifl

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