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

12.0

14.0

16.0

18.0

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

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

Any questions?

Anastasis LiveretosCoca-Cola Hellenic, BSO+359 89 433 1 334Anastasis.Liveretos@cchellenic.com

Thank you