regus global shared service centre the gsc rome november 2013
TRANSCRIPT
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Regus Global Shared Service Centre
The GSC
Rome November 2013
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What does the GSC do for you?
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Why do companies build GSCs?
Low costEfficientScalableProcesses
Enable growthDrive down cost
StandardizeCentralizeAutomateLow-Cost locationEliminate
Additional benefits:VisibilityControlMetrics
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How do GSCs work well?
Group
Field
GSCSet policyDefine global processes
Apply policy and processes
Transactional workMonitor complianceReport exceptions
Feedback ideas and opportunities
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A brief history of the GSC
GSC
2011 2012 2013 2014
March 2011 Kick
off at Stockley
Park
August 2011 first activities migrated
October 2011 Mindy joins as GSC
director
Through 2012 lift ‘n’ shift
continues from Belfast, Dallas and Prague.
Standardisation of migrated
processes starts
Automation opportunities
identified. Work begins on systems
development.
2014 complete migration. Automation
delivery. Policy and process
standardisation.
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Where is the GSC?Manila, Philippines
W buildingFinance
NetcubeIT
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Why the Philippines?
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Fast Facts
• 86,000 tickets / month, 1 million annuallyBilling
• 34,000 invoices / month, 408,000 annuallyAccounts
Payable
• 185,000 cash items / month, 2.2 million annuallyAccounts
Receivable
Accounting • 81,000 journal lines / month, 1 million annually
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Challenges 1
Problems with Bills
• They take too long to update• Customers don’t understand
them• Can’t see the amount due
What we are doing• Straight through processing for
OSA, Credit Note, retainer uplift, renewals, name changes etc
• Invoice redesign with statement
• Global service catalogue, standard naming and glossary
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Challenges 2
My customer says she has already paid What we are doing
• Automating bank upload and cash matching
• New invoice template• Statement of account on POS• Drive “pull” payment methods
When will he get his retainer back?
What we are doing• Retainer refund automation in
Q1
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Challenges 3My supplier has not been paid What we are doing
• Better communication of when the supplier will be paid
• Improved payment authorisation process
• Improved / automated cash management process
We have not had the invoiceWe haven’t processed the invoiceThe invoice is not due for paymentWe haven’t approved the paymentThe money is not there to pay
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Challenges 4
Nobody listens to my problems
What we are doing• Escalation matrix on Rspace• Regular reporting and KPIs• Regular forum calls• Training in GSC• Global cultural training – both
ways• Automation will reduce the
need and the “back and forth”Nobody tells me what’s going on
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What we aim for
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What’s Next
Automation
• ARP• Finance Systems
Standardization• Process• Policy• Efficiency• Removal of non
value work
Control• Review• Analysis• Trending• Policy Adherence• Gap
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We all play for the same team?