Process Transformation with Front-Line Teams
Building a Unified Global Business Services Division
The Client
A global B2B enterprise of 70,000< employees that manufactures, ships, assembles and supports unique and highly regulated high-tech software and hardware. The company's growth is expected to continue and to facilitate this growth, their enabling processes and systems must be streamlined.
Challenge
Consolidate and centralise all non-core business enabling processes, teams and supporting IT systems into a Global Business Services (GBS) division.
In this transition program we were called to support the creation of a new target operating model and to redesign the blueprint and implementation plan for a global employee interaction and support platform.
The Solution
For this high-impact program we collaborated with EY, Deloitte and several smaller boutique consultancy companies. Together, we formed a cross-functional program team with the 6 participating business functions (Finance, Procurement, HR, IT, Facilities, and Sales Support).
We redefined the target operating model, and created the blueprint for the reorganisation of the existing disparate and multiple forms of business enabling functions into a cohesive centralised GBS.
We consolidated 4 employee collaboration and support portals (Intranet, Employee Support Portal, HQ Employee Hospitality, and Employee Global Training Portal) into one Employee Interaction Portal Roadmap. We led the implementation of the first two projects as a Proof Of Concept for the new GBS, including Employee Training.
When the HR, Facilities and IT functions were transitioned to the GBS and centralised governance were in place, we handed over the further implementation of the roadmap to the internal GBS team.
Business value
Digital leadership and IT governance fully embedded in business units within 3 years.
Centralised enterprise-wide IT Procurement, Cyber Security, Enterprise Architecture, IT vendor & contract mgmt.
Delivery of Global Employee Support Portal & Employee Plaza at Head Office |
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Redesign & Optimisation of ServiceNow workflows & features to create a seamless and personalised online experience for Employees who need GBS support (IT, HR or Facilities questions and issues) Consolidation & Enrichment of HR, IT, Facilities services into a Corporate Head Office Hospitality Desk. One of the GBS spearheads is to create an Employee-centric experience when working on-site. |
Organisational design, change management and staff training |
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GBS functions in organisational blueprint and target operating model accepted and approved |
Trained the GBS support staff to adopt the employee-centric, process-driven GBS way of working |
Secured staff buy-in for the new ways of working — attrition and the favourable employee satisfaction rates remained on par upon completion transition process. |
“Technology doesn’t transform companies — people do.”
Tina Solos
