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Aligning central services - Joost van den Hoven - SEE 2018

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The A.S. Watson IT-team facilitates the services of all these business units in over 24 countries. Service Manager Joost talks about the themes that play a big part when uniting the different units from all over the world, such as language, culture and cooperation.

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Aligning central services - Joost van den Hoven - SEE 2018

  1. 1. Organize services Aligning Central Services to enable 12 local IT service approaches throughout Europe Joost van den Hoven Service Manager Group IT - A.S. Watson
  2. 2. Joost van den Hoven Service Manager Group IT A.S. Watson
  3. 3. Content • Company background • Aligning the central services • Challenges • Conclusion
  4. 4. Company Background
  5. 5. AsiaEurope Presence in 24 countries Presence in 10 countries Some facts 14,400+ stores 135,000+ Staff 4,000+ cities 1,500+ pharmacies 130 million+ loyalty members 4 billion+ customers per year
  6. 6. Group IT Group IT Europe takes care of: Datacenters Infrastructure Store systems Application development and support • CRM • ERP • Logistics • Store applications • Integration • Service management Supporting Central Services for the local Business Units
  7. 7. Aligning central services
  8. 8. Aligning central services • Service management tooling • Reduce complexity • Supporting local business units • Collaborate and integrate
  9. 9. Challenges Collaboration Language and Culture Support structures Functionality / Usability
  10. 10. Collaboration • Started small using best practices • Together with a large BU • Invited other BU’s • Open arms vs resistance • Training Local heroes • From pull to push
  11. 11. Language and culture • Different countries, different people, different culture. • Language issues during rollout • Language issues affect degree of acceptance • Tool supports various languages • Not all European languages • Escalations? -> English
  12. 12. Support and organisational structures • Business Units are autonomous • No universal support structure • The services question • Size differences • Store implementations
  13. 13. Functionality UsabilityforA.S.Watson SelfService Portal Call Management Problem Management Change Management Operations Management Reservation Management Configuration Management Asset Management Knowledge Management Contract Management
  14. 14. Result Frontend • 1 SelfServicePortal setup • 3000 end users • 2000 stores • 220 Forms Backend • 800 operators • 225 Categories • 1500 Sub-categories • 14.000 calls/month
  15. 15. Digital Transformation
  16. 16. Conclusion • Are the central services aligned? • Are services improved? • People/Process/Product • Know the customer and their business • Collaboration is easier
  17. 17. Organize services Aligning Central Services to enable 12 local IT service approaches throughout Europe Joost van den Hoven Service Manager Group IT - A.S. Watson j.hoven@eu.aswatson.com https://www.werkenbijaswatson.nl/ https://www.linkedin.com/in/joostvandenhoven/

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