KNOWLEDGE REPOSITORY _

Useful information, hints

We created our knowledge base to provide our visitors with useful information and advice in the following areas of business life.

Consulting
Business Planning
Project Management
Controlling
Outsourcing
SSC/BSC industry
Change Management
Professional blog

SHARED SERVICE DESIGN
AND IMPLEMENTATION

Shared Services involves taking repetitive common processes out of the Business Units and moving them into a Shared Services Centre (SSC), freeing up the Business Units to spend more time performing higher-value-added tasks.

This allows the SSC to achieve improved efficiencies and economies of scale while providing a high level of service to the enterprise.

KEY LEARNING FROM SSC
IMPLEMENTATION PROJECTS

  • Run like a business & customer focused
  • Mainly newly recruited staff - no "bad habits"
  • Flat organization reflecting minimal management layers
  • Structured around teams evolving to self-direction
  • General management leadership skills rather than functional
  • One leader for all shared services
  • Special reward and recognition programs to drive behaviors
  • Service Level Agreement maintained between provider and customer

DLM CAN SUPPORT IN THE SSC IMPLEMENTATION ALONG THE ENTIRE
PROJECT CYCLE FROM STRATEGY DEFINITION, THOUGH LOCATION SELECTION,
MIGRATION AND OPTIMIZATION.

Strategy
Feasibility
Design
& Planning
Implementation
Optimization
& Review

SHARED SERVICE TRANSFORMATION

All SSC's follow a similar maturity life cycle. DLM provides services along the entire cycle in order to support companies with their transformation journey. We support the design of the corporate people management program which consists of the competence management, talent management, engagement and motivation, performance management and organization design dimensions. These together may form the desired corporate culture. The right culture influences positively the performance, productivity thus the quality.

COMPETENCE MANAGEMENT

  • Effective competency development can
  • Shorten the learning curve; new joiner on-boarding time is decreased significantly.
  • Lower the cost of development with effective use of learning tools and approaches.
  • Increase engagement and motivation of employees for gaining new competencies and becoming more effective.
  • Strengthen client-focused culture by developing value-based competencies.

TALENT MENAGEMENT

A strong talent platform creates the foundation for competitive advantages. Organizations must manage their talents with the business outcome in mind and measure the value and impact of talent assets like other critical assets.

Talent Management diagram
Organization Structure diagram

ORGANIZATION STRUCTURE

  • Organization design is not just about layers and boxes
  • It encompasses the roles and accountabilities of organization units and their people, the measurement of organization performance, definition of how workgroups will operate together and the mechanisms required to support their effectiveness.
Corporate Culture

CORPORATE CULTURE
AND MINDSET PROGRAMS

Our approach to assessing culture includes elements that focus on the delivery of business results through aligning culture to the organization strategy and brand. It is important to note that our model is flexible to the needs of the organization, which may have already embarked on certain aspects of this approach and therefore, can start at any point.

Culture assessment may be combined with engagement and motivation programs.

PROCESS CENTRALIZATION,
SHARED SERVICES

  • Higher employee engagement level leads to
  • Higher staff & talent retention,
  • Better service delivery to customers,
  • Lower training costs,
  • Innovative organization
  • Self regulating management system
  • Strengthen client-focused culture by developing value-based competencies.
Process Centralization diagram

PERFORMANCE MANAGEMENT

  • Provide organisational clarity on business objectives and strategy by defining business success in terms of organisation, team and individual measures and targets.
  • Provide clarity to people about what activities, skills and behaviours support these value-creating goals.
  • Focus and reward employees on delivering and improving these activities, skills and behaviours. Provide clear management information about people performance.

TRAINING PROGRAMS

  • Leadership and change management for top and middle management
  • Corporate culture and service mindset
  • SSC Purchase to Pay process best practices and evolution
  • Any tailor made training programs
Process Assessment diagram

PROCESS ASSESSMENT

  • We review the operation of your processes, and prepare for you a customised report presenting the results and identified improvement areas.
  • We support you to reach
    • Cost and FTE reduction through process optimization
    • Comparison to best practices
    • Improved process performance
    • Reduction / elimination of non-value adding activities
  • We review the end-to-end process along the following principles
Centralization SSC Process Design

CENTRALIZATION (SSC) PROCESS
DESIGN

  • here are 3 potential variants of transition approach: Lift & Shift, Fix & Shift and Big Bang. All of them have certain advantages and limitations. Most common one is Lift & Shift that minimises the risk and allows for a smoother and faster overall migration timeline. However the approach needs to be determined based on detailed considerations of your priorities and objectives.
  • DLM can support in
    • Gather information about existing processes and current headcount to understand potential scope
    • Conduct detailed analysis of functions and processes in scope to determine what can be centralised and what will remain in the local organisation/ business units
    • Analyse headcount in scope and determine what benefits can be achieved
    • Review of existing systems and IT solutions used by business units in scope.
  • Implementation
    • Assist in the facility set up
    • Develop and coach staff
    • Transition Training
    • Support in transition
    • Develop Service Level Agreement and KPIs

SSC SERVICE LEVEL MANAGEMENT

  • A professional stakeholder analysis combined with a proactive and structured stakeholder management plan can positively influence the stakeholders' attitude, increase their support and confidence
  • Stakeholder mapping is the foundation for an efficient service reporting process.
  • Design a two way agreement clarifying both the services delivered by the SSC to its customers and key inputs received from parties
  • Design the feedback process to manage and document customer feedback on a regular basis. This may include web survey design through our web team

CHANGE MANAGEMENT

  • Establish innovation culture to improve performance
  • Eliminate non value adding tasks
  • Standardize according to the best fit model
  • Automate standard processes
  • Run continuous improvement programs
Risk Management

RISK MANAGEMENT AND INTERNAL
CONTROLS

  • We conduct risk assessment and validate remediation processes against your business objectives and compliance needs.
  • We establish and document client current state system of controls. We provide controls optimization recommendation. We design and implement the optimized controls. We design and implement operational infrastructure for the system of controls.
  • We can support you with SOX implementation