streamlining a global o2c process
TRANSCRIPT
Streamlining A Global O2C Process
Lew BaderSVP Global Order-to-Cash
Pearson
About Pearson
The world's largest education company, Pearson Education
The Financial Times
The Penguin Group
PEOPLE
People need to understand the vision• Chart the course
• Employ Multiple Option Thinking
• Take intelligent risks
• Align Goals and Objectives to the vision.
SMART Goals
Specific
Measurable
Achievable
Realistic
Timely
You can’t do it too much…
Communicate
Communicate
Communicate
Plan and Train
Formalize your Plan
Knowledge Transfer
Knowledge Cascade.
DON’T RUSH IT!
Plan and Train
Don’t forgetyour
retained team!
Culture
One size DOES NOT fit all
Cultural differences
Local business practices
TECHNOLOGY
Automate
Standardize
Eliminate
Promote Customer Self-Service
Adopt Standard Tools
Develop
Buy
Partner
PROCESS
What is your job?
Record Orders?
Deliver a product or service?
Create and deliver invoices?
Collect the cash?
Deliver World-Class Service Improve the Customer Experience
Take stock of the current state
Is your business changing?
What will you have to do in three years…… in3 months?
Do you have a plan?
Best Practices
• Align all of Order-to-Cash - Single Management
• Business units focus on commercials…Not transaction processing
• Centralize common and standard activities
• Find a partner who can do it better than you
Governance
• Establish effective governance. Meet regularly with:
• Executive• Legal• Finance• Sales
• Establish realistic credit limits
METRICS
What Gets Measured Gets Done!
Streamlining Global O2C
METRICS WHAT GETS MEASURED GETS DONE!
•Adopt standard metrics (DSO, Turnaround Results, Customer Satisfaction) and report on them regularly
•Keep a scorecard on everyone’s objectives (Milestones, Achievements)