Continuous Improvement and Customer Centricity · Anastasis Liveretos Coca Cola Hellenic, BSO Take...
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Continuous Improvement and Customer Centricity Anastasis Liveretos Coca Cola Hellenic, BSO Take off at Credit Matters V
Transcript of Continuous Improvement and Customer Centricity · Anastasis Liveretos Coca Cola Hellenic, BSO Take...
Continuous Improvementand
Customer Centricity
Anastasis LiveretosCoca Cola Hellenic, BSO
Take off at Credit Matters V
Me in numbers
611245 1871816
in numbers
A sustainable businessIndustry leader in DJSI World and Europe indices
Gaining sparkling share in our footprint +0.8ppVs. 201440% share
Diversified product offering31% still drinks
A leading bottler in the Coca-Cola System with a 60-year history2.1 billionunit cases
Most diversefootprint among bottlers28 countries
BSO in numbers
2011 60030
1278
5FINANCE
MarketToCashGeneralAccounting ProcureToPay
MASTERDATA HUMANRESOURCES
PeopleServices
FINANCE MASTER DATA HUMAN RESOURCES
MasterDataManagement
Get Ready!
What does # 2.3 represent for Coca-Cola Hellenic?
a) Delinquent DSO
b) % of customers exceeding their credit limit
c) Average number of days to complete a credit review
d) % of receivables above 90 days
Continuous Improvement
Insanity
Lean – Six Sigma
Continuous Improvement: Examples
22.6%
8.5%
5.9%
4.5%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
0
100,000
200,000
300,000
400,000
500,000
600,000
700,000
800,000
Q3'13 Q4'13 Q1'14 Q2'14 Q3'14 Q4'14 Q1'15 Q2'15 Q3'15 Q4'15 Q1'16 Q2'16
BlockedOrders
Blockedorders %blockedorders
12.0
5.3
2.6
0.0
2.0
4.0
6.0
8.0
10.0
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18.0
0
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20,000
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Q3'13 Q4'13 Q1'14 Q2'14 Q3'14 Q4'14 Q1'15 Q2'15 Q3'15 Q4'15 Q1'16
Unallocatedpayments>90days
#openitems mmEURopenitems
Customer Centricity
Get Ready!
How many years did the Coke bottle celebrate in 2015?
a) 90
b) 95
c) 100
d) 110
Customer Centricity: why and why now
Drive competitive advantage by building a Customer and Value centric organization
2015- 2017
Process/Service- Centric
Customerfacingscope
Multi-function andcross-functionE2E processes
Enduserexperience/servicevsprocessdesign
OptimizationinitiatedbyBSOandeliminateduplicatework
CostreductionthroughTechnology
Continuousimprovement(LSS)/Businessunderstanding
2012- 2014
Function- Centric
Standardizationandcentralizationof
transactionalprocesses
CostReduction/Processefficiency
improvement
Systemutilization /Automation
Functional /processknowledge
2018+
Customer/Value-Centric
Unparalleledcustomerservice
Enablingstrategicbusinessinitiatives
Qualitativedecisionsupport
Business intelligence
Furtherefficiencythroughautomation&robotics
Centresofexpertiseforprocessesinscope
Customer Centricity: howSupported by our culture and behaviors:
Be ProProfessional. Proactive. Proud.
Listen & HearUnderstand, then seek to be understood.
Dare to CHALLENGEHave courage. Take risks. Learn from mistakes & Grow.
Share & CareBe Honest, Supportive, Respectful.
Cola’borateAct beyond borders, connect and work together.
Gratitude is the best attitude Recognize and Appreciate what we do every day.
Minimize steps
Lean.
No duplication
Service Design thinkingDesign from outside in, not inside out
Culture Processes SystemsUser friendly interface.
Mobile
Intuitive
Customer Centricity the journeyStart Implementation
Service Management redesign
Service design and Culture creation
Create Awareness
BSO What’s Ahead
Training in Commercial Foundations
Project Kick-Off
Project Preparation
Project Team assembled
Implementation Partner selected
Project Plan prepared.
Capability Building
Get Ready!
In which year were you born?
a) Before 1965
b) Between 1966 - 1976
c) Between 1977 - 1994
d) After 1995
Capability building – the journey
