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Expertise is better shared - Shell presentation 2013

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On 6 November, TOPdesk demonstrated its Shared Service Management to Shell. Practical experience has shown that IT, FM, and HR departments do come together, but don’t really collaborate. Based on a practical growth model, Gökhan Tuna and Robbert Petterson explain how you can combine and manage your service departments' work processes.

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Expertise is better shared - Shell presentation 2013

  1. 1. Expertise is better shared Gökhan Tuna & Robbert Petterson
  2. 2. Good morning and welcome to TOPdesk
  3. 3. Contents Service Management Simplified TOPdesk, the organization TOPdesk products Process support & modules Consultancy
  4. 4. But, what is TOPdesk?
  5. 5. HR Landscape HR strategy TOPdesk eHRM organize, measure and manage Current HR systems: administrate and execute
  6. 6. TOPdesk products from 50 to 5,000,000 customers TOPdesk Professional TOPdesk Enterprise TOPdesk as a Service Available in 10 languages Customer feedback incorporated directly into product development Flexibility: 100% web-based solution
  7. 7. Facts & figures Originated from experience Dutch software and consultancy firm Established in 1992 450 employees Average annual growth more than 25% Privately owned > 22 million turnover
  8. 8. TOPdesk clients Used by 50,000+ people every day At 3,500+ clients With 5,000+ implementations In 40+ countries With 1,000,000+ end users Brabanthallen Facility Management, ITSM, HRM, SSCs
  9. 9. Process support One tool for ITSM, FM and HRM Full support of the ITIL processes End-to-end chain management Shared Service Centre
  10. 10. TOPdesk implementations Tool, Process, People System integrations Training Service desk support TOPdesk Extranet and Community TOPdesk Symposium and On Tour TOPdesk Magazine Implementation services
  11. 11. Why TOPdesk? Best value for money 100% web-based, no need to run a client alongside User-friendly, high acceptance rate by users Highly customizable Scalability: 1,000+ operator implementation completed Unlimited multi-user licence The best quality for the lowest price, guaranteed! Integrated Service Management – introduce Facilities, Estates, HR, Finance, Libraries, Registry Office etc.
  12. 12. Customers want… · · · · Easier Faster Having to think less Fewer costs
  13. 13. Shared Service Management (SSM) HRM FM IT
  14. 14. Quality experience SSM growth model Shared process Shared Service Desk Shared tool Nothing shared Cost efficiency
  15. 15. Quality of service Product Process People
  16. 16. Stage 0: nothing shared Own product/tool No overlap Focus on own department
  17. 17. Challenge of stage 0 Lots of time and effort required to manage information flows
  18. 18. Stage 1: SSM tool Working in tool Shared terminology and set-up First signs of collaboration
  19. 19. Challenge of stage 1 Setting up a single tool means taking into account different preferences
  20. 20. Tip 1: functional management Customer Functional FM HR IM IT Supplier IT
  21. 21. Quality Step 1 results Shared tool Nothing shared Cost efficiency
  22. 22. Stage 2: Shared Service Desk Transparency One service desk, making agreements More intensive collaboration
  23. 23. Challenge of stage 2 Making sure the customers know about the Shared Service Desk
  24. 24. Tip 2: promotion Promote the Shared Service Desk Is something wrong? Register it in FIX!
  25. 25. Quality Step 2 results Shared Service Desk Shared tool Nothing shared Cost efficiency
  26. 26. Stage 3: SSM process Multi-departmental implementation Same procedures and evaluations Close collaboration
  27. 27. Challenge of stage 3 Different levels of process maturity per department
  28. 28. Which stage? According to survey 60% 50% 40% 30% According to survey 20% 10% 0% Stage 0: nothing shared Stage 1: shared tool Stage 2: shared service desk Stage 3: shared process
  29. 29. Which stage? According to survey 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% According to survey Stage 0: nothing shared Stage 1: shared tool Stage 2: shared service desk Stage 3: shared process
  30. 30. Challenge of stage 3 Different levels of process maturity per department
  31. 31. Tip 3: first things first Employee commences Employee moves department Employee leaves company
  32. 32. Front end
  33. 33. Process improvement Go live Define Realize Improve
  34. 34. Example Roles Tool and work instructions Process and procedures
  35. 35. Example Roles Tool and work instructions Process and procedures
  36. 36. Customer SD Roles Mark, planner Tool and work instructions Process and procedures ITIL Ian, IT Josh, Facilities Laura, HR Department Erik, caller
  37. 37. Customer SD Process monitoring Mark, planner Roles Tool and work instructions Process and procedures ITIL Ian, IT Josh, Facilities Department Erik, caller Manage: time and solution Laura, HR
  38. 38. Customer SD Mark, planner Department Erik, caller Manage: time and solution ITIL Ian, IT Josh, Facilities Laura, HR
  39. 39. Periodic evaluation and improvement · Quarterly · Process owner and process managers Process improvement Process monitoring Roles Tool and work instructions Process and procedures
  40. 40. Customers want... • • • • Easier Faster Having to think less Lower costs
  41. 41. Quality Shared department? Shared process Shared Service Desk Shared tool Nothing shared Cost efficiency
  42. 42. Background Defining Realizing Improving
  43. 43. Shared Service Management (SSM) HRM FM IT
  44. 44. Case
  45. 45. Project · Directors want to cut costs · Shared Service Management implementation · IT, FM and HR must collaborate more · Digital helpdesk · New employee Exercise: · Think of activities to help employees accept the change

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