Deloitte Shared Services, GBS & BPO Conference · Deloitte Shared Services, GBS & BPO Conference ....
Transcript of Deloitte Shared Services, GBS & BPO Conference · Deloitte Shared Services, GBS & BPO Conference ....
Focus 12: Design thinking in shared services and GBS
Richard Small and Olivier Binse, Deloitte
Deloitte Shared Services, GBS & BPO Conference
Digital TransformationApplying design thinking to shared services…
Why Design Thinking matters?
Technology
core
Technology
enablement
Technology
collaboration
Technology
engagement
Digital
• Mainframes
distributed
terminals core
computing
• Office computing
• Mini-computers
• Word processing
• Spreadsheets
• Home computing
• PC revolution
• Network
computing
• Relational
databases
• Client-server
applications
• Internet revolution
• Browser wars
• Customer
engagement
• Intranet
applications
• broadband
• Mobile
smartphones
• Tablets
• Cloud computing
• Big data –
analytics
• Social media
• Sensing
• Wearables
• Artificial
Intelligence
• Blockchain
• Quantum
computing
• 3D printing
• Genomics
• Robotics
• Virtual reality
Technology cycles
1970 1980 1990 2000 2010 2020
Exponential
The expanding Data universe
“2029 is the consistent date I have predicted for
when an AI will pass a valid Turing test and
therefore achieve human levels of intelligence. I
have set the date 2045 for the ‘Singularity’ which is
when we will multiply our effective intelligence a
billion fold by merging with the intelligence we have
created.”
Ray Kurzweil
Exponential organisations
The 8 great traits of a Exponential businesses
2.
Create agile execution
1.
Think exponential3.
Catalyst the culture
4.
Protect the people
6.
New ideas to solve
old industry issues
5.
Customer first7.
Design thinking
8.
Focus on value
Design Thinking
Value of Emotional Engagement
The New Science of Customer Emotions
November 2015 issue (pp.66–74, 76) of Harvard Business
Review.
• Dissatisfaction
• Mistrust
• Anger
D i s l i k e
d• Basic satisfaction
• Happy apathy
• Undifferentiated
• High satisfaction
• Valued advisor
• Loyalty
• Advocacy
• Personality
• Emotional engagement
U t i l i t y E n a b l i n
g
L o v e d
Dysfunctional
Functional
Valued
Engaged
Customer Expectation
Customer engagement
F R A M E W O R K
Design is not just what it looks like and feels like. Design is how it works.”S T E V E J O B S
D E S I G N M A T T E R S
What does design have to do
with Shared Services?
“When we try to pick out
anything by
itself, we find
it hitched to
everything else
in the
universe”
Auto Case study
1.
Discover
2.
Consider
3.
Evaluate4. Buy 5. Set-up 6. USE
7. GET
HELP
9.
Upgrade
10. Add-
on
11.
Renew
Marketing Sales ProductCustomer
ServiceOperations
Order to
Cash
Record
to Report
Procure
to Pay
Hire to
Retire
Website Social Mobile Sales Rep Tablets Apps Stores Call CentresSearch
Marketing Sales ProductCustomer
ServiceOperations
1.
Discover
2.
Consider
3.
Evaluate4. Buy 5. Set-up 6. USE
7. GET
HELP
9.
Upgrade
10. Add-
on
11.
Renew
Auto Case study
Usage
User Identity
Entitlements
Pricing
Content
New Coreelements
MARKETING SALES OPERATIONSSERVICE PRODUCTS
Front to back alignment
MARKETING SALES OPERATIONSSERVICE PRODUCTS
SINGLE VIEW OF THE CUSTOMER
ENGAGEMENT PLATFORM
ALWAYS ON COMMUNICATIONS
CUSTOMER TRANSACTIONS
ANALYTICS
SECURITY
So what ?
Shared services digital foundation
Optimise
LegacyTransition
Enable New
Business
User perspective
‘Efficiencies’
- Standardise
- Flip to variable cost base
‘Art of the possible’
- Capture new value
- Enable flexibility & agility
‘Easy to do business with’
- Remove pain points
- Transparency & consistency
‘Enhanced experience’
- Relevance & personalisation
- Innovation
Business perspective
Personas
Experience
map
User centered Approach
design principles
Product Consumption
and usage
Customer Data Product Data Pricing Model Rules & Policies
Access & Entitlements Usage TransactionIdentity& Account
Management
Self Service
Product
Configuration
/Bundling
Order
TrackingPayments
Pricing
/Quotes
Terms &
ConditionsReporting
O2C Operations
PricingQuotes
Proposals/MI/Reporting
Manage
Subscriptions
Customer
Support
Finance
Management
Internal UsersCustomers
Other operations
Summary
C O N C L U S I O N
The call to adventure
Should shared services be the facilitators
of digital transformation?
How can we shift Shared Services to new
digital concepts: MDM, IDM, Analytics &
Insights?
Where should the digital skills sit in the
business?
21-22 November 2017
Vienna, Austria
Deloitte Shared Services, GBS & BPO Conference
21-22 November 2017
Vienna, Austria