Leadership is Everything                  Magnus Hasselgren, Head of Service Area Service                  Vattenfall Busi...
Vattenfall in brief                                                           Vattenfall Business Service Nordic (VBSN) in...
Vattenfall in brief                                                                 Vattenfall Business Service Nordic (VB...
Vattenfall in brief                                                          Vattenfall Business Service Nordic (VBSN) in ...
Vattenfall in brief                                                            Vattenfall Business Service Nordic (VBSN) i...
Vattenfall in brief                                                                                               Vattenfa...
Vattenfall in brief                                                                        Vattenfall Business Service Nor...
Vattenfall in brief                                                                         Vattenfall Business Service No...
Vattenfall in brief                                                                       Vattenfall Business Service Nord...
Vattenfall in brief                                                                         Vattenfall Business Service No...
Vattenfall in brief                                                    Vattenfall Business Service Nordic (VBSN) in brief ...
Vattenfall in brief                                                                        Vattenfall Business Service Nor...
Vattenfall in brief                                                                     Vattenfall Business Service Nordic...
Vattenfall in brief                                                                         Vattenfall Business Service No...
Vattenfall in brief                                                                       Vattenfall Business Service Nord...
Vattenfall in brief                                                                       Vattenfall Business Service Nord...
Vattenfall in brief                                                                      Vattenfall Business Service Nordi...
Vattenfall in brief                               Vattenfall Business Service Nordic (VBSN) in brief                      ...
Back-up slides© Vattenfall AB
Performance Orientation             • Commitment for results                           Performance                        ...
Wide Perspective              • Customer knowledge                across VBSN including other             Social   Perform...
Communicative Skills              • Use our Newsletters, not                only your own, as part of             Social  ...
People Orientation              • Cross-unit networking              • Know your employees                     Social   Pe...
Business Competence              • Keep your promises to                customers and employess             Social   Perfo...
Leadership Competence             • Each employee should have a               clear role and responsibility               ...
Professional Competence              • Continually develop                yourself in professional                   Socia...
Social Competence             • Be visible                         Social                                                C...
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Mastering talent development: Leadership is everything - sharedserviceslink.com

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This session was presented at '15 Secrets to Shared Services Success" conference organised by sharedserviceslink.com.

To find out more about forthcoming conferences check http://www.sharedserviceslink.com

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Mastering talent development: Leadership is everything - sharedserviceslink.com

  1. 1. Leadership is Everything Magnus Hasselgren, Head of Service Area Service Vattenfall Business Services Nordic 2009-03-19© Vattenfall AB
  2. 2. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Agenda Leadership in Vattenfall and VBSN Case study – HR-Service Questions? Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Leadership in Vattenfall and VBSN Case study – HR-Service Questions?© Vattenfall AB 2
  3. 3. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Vattenfall in brief – Key figures and fact* Leadership in Vattenfall and VBSN Case study – HR-Service Questions? • Europe’s fifth largest generator of electricity and the largest producer of heat • Net sales 2008: EUR 15,041 Million • Operating profit: EUR 2,733 Million • Operations in Sweden, Finland, Denmark, Germany, Poland and the UK with a total of 6 Million customers • More than 32,000 employees • Vattenfall AB is wholly owned by the Swedish state * 2008 years figures© Vattenfall AB 3
  4. 4. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Vattenfall in brief – Challenges Leadership in Vattenfall and VBSN Case study – HR-Service Questions? • CO2-emissions – Making electricity clean – Climate neutral operations by 2050 – Carbon Capture and Storage – CCS – Wind and Wave power • Merger with Nuon – from Q2 2009 • Investments in operation – approx EUR 20 Million during 2009–2013© Vattenfall AB 4
  5. 5. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief VBSN in brief – Key figures and fact* Leadership in Vattenfall and VBSN Case study – HR-Service Questions? • Shared Service in Nordic countries • Economy of Scale or Competence Center • Cost centre – zero result • Mandatory – deliver services only inside Vattenfall • Benchmark – Cost efficiency and Quality • Total revenue 1,3 Billion SEK • No. of employees – 610 • No. of locations – 25 • No. of handled invoices – 500.000 (Accounts payable) • No. of recruitments – 1.300 (700 external) • No. of users in Work Force Adm – 10.000 * 2008 years figures© Vattenfall AB 5
  6. 6. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief VBSN delivers services within Leadership in Vattenfall and VBSN Case study – HR-Service Questions? Accounting IT Invoicing Infrastructure Accounts payable, Information & Integration Accounts receivable Business application General ledger Support application Facility Services Office equipment, Mail office, Shared Service in Communication Archive and Documents, Editorial office Switchboard and reception, Vattenfall Nordic Event Coffee machines, Security Analysis HR Real Estate Work Force Adm, Property services, Purchasing Payroll, Recruitment, Property development, Health and Rehabilitation Strategic real estate issues Education, Work environment© Vattenfall AB 6
  7. 7. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Leadership is Everything – short introduction Leadership in Vattenfall and VBSN Case study – HR-Service Questions? • Is it more difficult to be a manager in a Shared Service unit compare with a Business unit? • If, yes – why?© Vattenfall AB 7
  8. 8. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Leadership in Vattenfall and VBSN Leadership in Vattenfall and VBSN Case study – HR-Service Questions? • Vattenfall educate all managers regularly in leadership skills – VCMP – 12 days – VAMP – 9 days – VEMP – 9 days • All managers are evaluated yearly via employee survey – My Opinion • Vattenfall evaluate all managers yearly via Talent View of Performance • In VBSN we have introduced our “leadership fellow” – concrete example on VBSNs expectations on you as a manager • We have introduced LEAD as a tool for all our managers and employees© Vattenfall AB 8
  9. 9. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Leadership in VBSN – “Leadership fellow” Leadership in Vattenfall and VBSN Case study – HR-Service Questions? Social Performance Competence orientation Professional Wide Competence perspective Leadership Communicative Competence skills Business People Competence Orientation© Vattenfall AB 9
  10. 10. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Leadership in Vattenfall and VBSN Leadership in Vattenfall and VBSN Case study – HR-Service Questions? • Vattenfall educate all managers regularly in leadership skills – VCMP – 12 days – VAMP – 9 days – VEMP – 9 days • All managers are evaluated yearly via employee survey – My Opinion • Vattenfall evaluate all managers yearly via Talent View of Performance • In VBSN we have introduced our “leadership fellow” – concrete example on VBSNs expectations on you as a manager • We have introduced LEAD as a tool for all our managers and employees© Vattenfall AB 10
  11. 11. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Case study – HR-Services Leadership in Vattenfall and VBSN Case study – HR-Service Questions? Background Vision – World class shared service Result Why a success story Has it been an easy journey Next step© Vattenfall AB 11
  12. 12. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Case study – HR-Services – Background Leadership in Vattenfall and VBSN Case study – HR-Service Questions? • November 2005 – decision to implement HR-Service within the Shared Service concept • 50 employees – consulting approach, trying to sell their services to Business Units inside and outside Vattenfall • Low self confidence and reputation • Unclear role and responsibility • Fear that harmonization and standardisation would reduce creativity • Some areas had low utilization rate – overcapacity and to high cost level • Did not feel appreciated from Business Units • Some employees questioned why a new business model and new leaders would change anything© Vattenfall AB 12
  13. 13. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Case study – HR-Services – Vision Leadership in Vattenfall and VBSN Case study – HR-Service Questions? • Vision – World Class Shared Service – Employee dialogues - comparison with athletics • Focus only on Shared Service deliveries – Common could be shared • Clear roles and responsibilities for each team© Vattenfall AB 13
  14. 14. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Case study – HR-Services – Result 2008 Leadership in Vattenfall and VBSN Case study – HR-Service Questions? • Commitment – 91 out of 100 in our yearly employee survey. 2005 commitment was 76 • Recruitment – employees from BU´s call HR-Service and ask for a position • Feedback – get´s daily positive feedback from top management • Benchmark – top quartile or best in class in all areas that we benchmark© Vattenfall AB 14
  15. 15. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Case study – HR-Services – Why a success story Leadership in Vattenfall and VBSN Case study – HR-Service Questions? • Visible leaders – coffee and employee meetings, monthly newsletter, walk around • Eat, breath and live Shared Service – you are the role model • Visionary leadership • Focus and get one or two areas up to speed • Involvement of BU´s HR-Managers and Head of HR Nordic • Communicate all success – it´s about selling and celebrate the success • Have trust in your co-workers and managers • Follow up – deliver what you have promised© Vattenfall AB 15
  16. 16. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Case study – HR-Services – Has it been an easy journey Leadership in Vattenfall and VBSN Case study – HR-Service Questions? • Difficult to get middle management to accept Shared Service and still is • Rumours and other signals • Not all employees accept the Shared Service concept • A strong Shared Service challenge Business units Stick to your vision – change take time© Vattenfall AB 16
  17. 17. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Case study – HR-Services – Next step Leadership in Vattenfall and VBSN Case study – HR-Service Questions? • Professional interface – Consulting approach in a Shared Service concept – Attitudes and behaviours – Leadership on all levels • Communication – Talk and Listen • Continuously feedback both internally and to our orderer • Walk the talk • Big heart© Vattenfall AB 17
  18. 18. Vattenfall in brief Vattenfall Business Service Nordic (VBSN) in brief Leadership in Vattenfall and VBSN Case study – HR-Service Questions? Questions?© Vattenfall AB 18
  19. 19. Back-up slides© Vattenfall AB
  20. 20. Performance Orientation • Commitment for results Performance orientation and prognoses Social Competence • Follow-up on ongoing activities • Be a role model – live as we learn Professional Wide Competence perspective • Support decisions – even if it gets “windy” Leadership Communicative Competence skills Business People Competence Orientation© Vattenfall AB 20
  21. 21. Wide Perspective • Customer knowledge across VBSN including other Social Performance countries than your own Competence orientation • Basic Vattenfall and VBSN knowledge Wide • General objectives and Professional perspective strategies Vattenfall and Competence VBSN • Helicopter-view Leadership Communicative Competence skills • Self awareness Business People Competence Orientation© Vattenfall AB 21
  22. 22. Communicative Skills • Use our Newsletters, not only your own, as part of Social Performance your coaching Competence orientation • Stimulate dialogue • Give and take feedback Professional Wide • Clear and straight perspective Competence communication even when a difficult issue turns up Leadership Competence Communicative • Communicate even if you skills don’t have any news Business People Competence Orientation© Vattenfall AB 22
  23. 23. People Orientation • Cross-unit networking • Know your employees Social Performance Competence orientation • Put individuals in the spotlight • Conflicts and burn-out Professional Wide situations are to be solved perspective Competence directly Leadership Communicative Competence skills Business Competence People Orientation© Vattenfall AB 23
  24. 24. Business Competence • Keep your promises to customers and employess Social Performance Competence orientation • Never be satisfied − continuous improvement Professional Wide Competence perspective Leadership Communicative Competence skills People Business Orientation Competence© Vattenfall AB 24
  25. 25. Leadership Competence • Each employee should have a clear role and responsibility Social Performance Competence orientation • Leaders that both inspire and challenge our employees • Perform development discussions Professional Wide Competence perspective • Set clear targets that are measurable and not to many Communicative Leadership skills Competence Business People Competence Orientation© Vattenfall AB 25
  26. 26. Professional Competence • Continually develop yourself in professional Social Performance and leadership skills Competence orientation • Be up-to-date about what is going on in the business Professional • Ability to take decisions Wide Competence perspective Leadership Communicative Competence skills Business People Competence Orientation© Vattenfall AB 26
  27. 27. Social Competence • Be visible Social Competence Performance • Be available orientation • Participate in employees activities • Give of yourself Professional Wide • Creating a well Competence perspective functioning team Leadership Communicative Competence skills Business People Competence Orientation© Vattenfall AB 27

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