Expertise is better shared - Shell presentation 2013
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Transcript of Expertise is better shared - Shell presentation 2013
Gökhan Tuna & Robbert Petterson
Expertise is better shared
Good morning and welcome to TOPdesk
ContentsService Management Simplified
TOPdesk, the organizationTOPdesk productsProcess support & modulesConsultancy
But, what is TOPdesk?
HR Landscape
HRstrategy
TOPdesk eHRMorganize, measure and manage
Current HR systems:administrate and execute
TOPdesk productsfrom 50 to 5,000,000 customers
TOPdesk ProfessionalTOPdesk EnterpriseTOPdesk as a ServiceAvailable in 10 languagesCustomer feedback incorporated directly into product developmentFlexibility: 100% web-based solution
Facts & figuresOriginated from experience
Dutch software and consultancy firmEstablished in 1992450 employeesAverage annual growth more than 25%Privately owned > 22 million turnover
Brabanthallen
TOPdesk clientsUsed by 50,000+ people every day
At 3,500+ clientsWith 5,000+ implementationsIn 40+ countriesWith 1,000,000+ end usersFacility Management, ITSM, HRM, SSCs
Process supportOne tool for ITSM, FM and HRM
Full support of the ITIL processesEnd-to-end chain managementShared Service Centre
TOPdesk implementations
System integrationsTrainingService desk supportTOPdesk Extranet and CommunityTOPdesk Symposium and On TourTOPdesk MagazineImplementation services
Tool, Process, People
Why TOPdesk?Best value for money
100% web-based, no need to run a client alongsideUser-friendly, high acceptance rate by usersHighly customizableScalability: 1,000+ operator implementation completedUnlimited multi-user licenceThe best quality for the lowest price, guaranteed!Integrated Service Management – introduce Facilities,Estates, HR, Finance, Libraries, Registry Office etc.
Customers want…
· Easier
· Faster
· Having to think less
· Fewer costs
HRM
Shared Service Management (SSM)
FM IT
Nothingshared
Sharedtool
SharedService Desk
Sharedprocess
Cost efficiency
Qu
alit
yex
peri
ence
SSM growth model
Quality of service
Product
Process
People
Stage 0: nothing shared
Own product/tool
No overlap
Focus on own department
Challenge of stage 0
Lots of time and effort required to manageinformation flows
Stage 1: SSM tool
Working in tool
Shared terminology and set-up
First signs of collaboration
Challenge of stage 1
Setting up a single tool means taking into accountdifferent preferences
Tip 1: functional management
Customer Supplier
ITFMHRIT
Functional
IM
Step 1 results
Cost efficiency
Qu
alit
y
Nothing shared
Shared tool
Stage 2: Shared Service Desk
Transparency
One service desk, making agreements
More intensive collaboration
Challenge of stage 2
Making sure the customers know about the SharedService Desk
Tip 2: promotion
Promote the Shared Service Desk
Is something wrong? Register it in FIX!
Step 2 results
Cost efficiency
Qu
alit
y
Nothing shared
Shared tool
Shared Service Desk
Stage 3: SSM process
Multi-departmental implementation
Same procedures and evaluations
Close collaboration
Challenge of stage 3Different levels of process maturity perdepartment
Which stage?
0%
10%
20%
30%
40%
50%
60%
Stage 0:nothingshared
Stage 1:shared tool
Stage 2:shared
service desk
Stage 3:sharedprocess
According to survey
According to survey
Which stage?
0%5%
10%15%20%25%30%35%40%45%
Stage 0:nothingshared
Stage 1:shared tool
Stage 2:shared
service desk
Stage 3:sharedprocess
According to survey
According to survey
Challenge of stage 3Different levels of process maturity perdepartment
Tip 3: first things first
Employeecommences
Employeemovesdepartment
Employeeleavescompany
Front end
Process improvement
Define Realize Improve
Go live
Example
Roles
Tool and workinstructions
Process andprocedures
Example
Roles
Tool and workinstructions
Process andprocedures
ITIL
Josh, FacilitiesIan, IT Laura, HR
Mark, planner
Erik, caller
Cus
tom
erD
epar
tmen
t
Roles
Tool and workinstructions
Process andprocedures
SD
ITIL
Josh, FacilitiesIan, IT Laura, HR
Mark, planner
Erik, caller
Cus
tom
erD
epar
tmen
t
SD
Process monitoring
Roles
Tool and workinstructions
Process andprocedures
Manage:time and solution
ITIL
Josh, FacilitiesIan, IT Laura, HR
Mark, planner
Erik, caller
Cus
tom
erD
epar
tmen
t
SD
Manage:time and solution
Periodic evaluation and improvement· Quarterly
· Process owner and process managers
Process improvement
Process monitoring
Roles
Tool and workinstructions
Process andprocedures
Customers want...
• Easier
• Faster
• Having to think less
• Lower costs
Nothingshared
Sharedtool
SharedService Desk
Sharedprocess
Cost efficiency
Qu
alit
yShareddepartment?
Background
Defining Realizing Improving
HRM
Shared Service Management (SSM)
FM IT
Case
Project· Directors want to cut costs
· Shared Service Management implementation
· IT, FM and HR must collaborate more
· Digital helpdesk
· New employee
Exercise:· Think of activities to help employees accept the
change