Global Delivery Centers: Creating growth through connections

0 copy Copyright 2017 FUJITSU

Fujitsu Forum Munich 2017

Global Delivery Centers

Creating growth through connections


Brian Murphy

SVP Head of Global Delivery Centers

Ana Lopes

Head of GDC Delivery Excellence

Sofia Barbosa

Head of Portugal GDC


Global Delivery Capability

Russia GDC Portugal GDC Costa Rica GDC China GDC

Malaysia GDC

1360+ employees Service Desk Service Management BPO TMS 23 languages

Poland GDC

820+ Employees Apps Services

1000+ Employees Apps Services RIM 4 languages

300+ employees Service Desk RIM 3 languages

2340+ Employees RIM RampD BPO Service Desk 16 languages

130+ Employees Service Desk 8 languages

Poland GDC

Portugal GDC

Costa Rica GDC

Russia GDC

China GDC

India GDC

Malaysia GDC

Philippines GDC

India GDC

4200+ Employees Apps Services BPO RIM

Philippines GDC

1030+ Employees Apps Services RIM BPO Service Desk 2 languages

‒ Total 11 200+ employees

‒ 247 coverage 365 days per year

‒ 40 languages

‒ 12+ Million end users

‒ 1+ Million devices

‒ gt 700000+ tickets per month

‒ Customers from all industries


Breadth amp depth of IT services

Application Services

Network Operations

Multilingual Service Desk

Global Data Center

Management

Business Process

Outsourcing

Remote Infrastructure Management

Research amp

Development


GDC Utilization by Region FY17 (ytd)

~6700 +12 FY16

~1400 -5 FY16

~1400 +55 FY16

~800 -4 FY16

~300 +63 FY16

EMEIA represents ~60 of all GDC usage Japan is now the 2nd largest user of GDC services


Contribution to Customer Value

Accumulated Industry Business Expertise

Utilization of Big Data

Largest Customer Base in Japan

High Quality Highly Reliable System Development Capability

Global Services Integration Services Frontline

Supporting Technology

New

Value for

Custom

ersSociety

Integration to Connect Technology and Knowledge

Deliver New Value as ldquoServicesrdquo

Open Innovation

Fujitsu Group Focused

Technology

Digital Technology

Copyright 2017 FUJITSU LIMITED 6

Accelerate GDC utilization to improve profitability - Drastic cost reduction improvement of quality and productivity

Global Solution Hub - Global deployment and distribution of solutions and expertise

GDC First

6

State Infra amp Finance

EMEIA

Public Services

Japan

Private Enterprise

Regions

Americas

Asia

Oceania

GDC

Collaboration amp Utilization of Knowledge

Industry Expertise


Innovative Integration with Digital Expertise


Delivery Excellence

Ana Lopes



Driving Fujitsursquos Globalization

GDC India

GDC Poland

GDC Portugal

GDC China

GDC Philippin

es

GDC Malaysia

GDC Russia

GDC Costa Rica

Delivery Excellence

A standardized agile skilled and flexible services delivery organization

Assurance of service delivery and continuous optimization

Development and adoption of global standards

Development and adoption of global offerings

Creation of new and development of existing capabilities

Collaboration and Co-creation

Automation

Global Service Lines

Global Delivery Hubs


GDC Global Delivery Hubs

1

0

GAPF (Global App Packaging Factory)

Cloud Network Security

ServiceNow

Data Analytics IoT

Grow strategic skills and capabilities

Key Goals

Develop and standardize services and offerings develop and reuse best practices

Optimize automate existing services

Establish regular communications with the relevant regional capability units

Promote GDC capabilities for Fujitsu Regions

Develop virtual global CoE for strategic areas

Optimize overall service costs


Improved Global Delivery

The GDC Global Delivery Hubs create an improved delivery model that plays an important role in Fujitsursquos globalization All steps of a process different skills connected to a specific technology platform or software ndash anything related to a specific service component ndash is delivered and managed through our Centers of Excellence

GDCs

Region 1

Region 5

Region 4

Region 3 Region 2

Region 1

Loca

l del

iver

y

Glo

bal

del

iver

y

In parallel to the horizontal alignment of technologies we have a growing industry vertical expertise in our GDCs Existing and new customers benefit from specialised expertise delivered by engineers with industry specific skills


At the Heart of Collaboration

Standardization Global Delivery Hubs

Industry Business vertical expertise

Leveraging existing IP

Collaboration

and Co-creation

Knowledge Integration

End Users

Technologies

Businesses

Industries

Regions



Digital Transformation

Sofia Barbosa



Digital Automation Service Desk

Implementing Service Desk automations to

existing accounts

Automation Tooling

EMEIA Automation Program

Copyright 2017 FUJITSU 14

GDC Digital Transformation FY2017 Projects

Innovation Centers

Digital Hackathon

Establishing the GDC standard approach to

automation amp innovation

Defining the strategy and roadmap for all GDC Innovation Centers

Promoting innovation amp co-creation across all

GDCs

GDC Automation Quick Wins

AI Digital Agent

Automation Assessment Tool

Automation Library

Automation Standard Process

Automation Maturity Model

Strategy Governance and Content Lifecycle

Interconnecting Innovation Centers

Digital Hackathon


What is it

Accessible through a portal the Automation Assessment Tool contains a central source of automation solutions designed with the objective to build a roadmap for deployment that will enhance the performance of each Service Desk (eg cost time quality and resources efficient)



Improving the Old and Developing the New


Case in point

Young millennial multicultural diverse workforce

Empowered to continuously improve services

Aspire higher in both daily tasks and career paths

Global Digital Ideathons that are designed to promote the development of new innovative solutions in a controlled framework

Innovation centers set up across our centers displaying these new offerings These are all interconnected across all locations for us to provide a true global flavor of our real capabilities


Implementing Automation

Accelerating transformation and digitalization

EDP is the leading energy company in Portugal and also has a strong presence in the global energy market across Europe UK USA and Brazil

EDP is going trough a significant transformation plan and IT is seen as a link and essential element in the transformation and digitalization of the energy business

Current solutions being deployment

Voice Biometrics Orchestration Virtual Agent

Case in point The client EDP Energy Company Global energy company with presence across Europe USA and Brazil 247265 multi-channel IT Service Desk to 19000 users Service Desk services to 19k users delivered from GDC Portugal and Brazil (FBR)



Voice Biometrics

The solution fits EDPrsquos need to authenticate

users through the telephony system for password resets and

unlock accounts

Orchestration

Automation of processes and

workflows

Virtual Agent Cognitive

conversational self-service experience

that provides answers and takes action



Business Driver development of a mobile application which connects end customers ie farmers and dealers to manage wheat seed business

Use an app to do seed count by connecting to Monsantorsquos seed counter machine

Business Benefit

Case in point The client Monsanto Agricultural Company Monsanto is a sustainable agriculture company It delivers agricultural products that support farmers all around the world It does this with our leading seed brands in crops like corn cotton oilseeds and fruits and vegetables

Automate the manual rigorous user computation process Streamlined approach provided to Monsanto All data will be available online amp Offline Business stakeholders can audit data anytime Reporting amp business forecasting Integration of seed Counting functionality Mobile reached to end customers using IOS or Android

apps in fields for farmers and agents



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Brian Murphy

SVP Head of Global Delivery Centers

Ana Lopes


Sofia Barbosa





Malaysia GDC


Poland GDC






Poland GDC

Portugal GDC

Costa Rica GDC

Russia GDC

China GDC

India GDC

Malaysia GDC

Philippines GDC

India GDC


Philippines GDC




‒ 40 languages








Network Operations


Global Data Center

Management

Business Process

Outsourcing


Research amp

Development



~6700 +12 FY16

~1400 -5 FY16

~1400 +55 FY16

~800 -4 FY16

~300 +63 FY16










New

Value for

Custom

ersSociety



Open Innovation


Technology

Digital Technology




GDC First

6


EMEIA

Public Services

Japan

Private Enterprise

Regions

Americas

Asia

Oceania

GDC


Industry Expertise




Delivery Excellence

Ana Lopes




GDC India

GDC Poland

GDC Portugal

GDC China

GDC Philippin

es

GDC Malaysia

GDC Russia

GDC Costa Rica

Delivery Excellence







Automation





1

0



ServiceNow

Data Analytics IoT


Key Goals










GDCs

Region 1

Region 5

Region 4

Region 3 Region 2

Region 1

Loca

l del

iver

y

Glo

bal

del

iver

y







Collaboration

and Co-creation


End Users

Technologies

Businesses

Industries

Regions




Sofia Barbosa





existing accounts

Automation Tooling




Innovation Centers

Digital Hackathon





GDCs


AI Digital Agent


Automation Library





Digital Hackathon


What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit





















Malaysia GDC


Poland GDC






Poland GDC

Portugal GDC

Costa Rica GDC

Russia GDC

China GDC

India GDC

Malaysia GDC

Philippines GDC

India GDC


Philippines GDC




‒ 40 languages








Network Operations


Global Data Center

Management

Business Process

Outsourcing


Research amp

Development



~6700 +12 FY16

~1400 -5 FY16

~1400 +55 FY16

~800 -4 FY16

~300 +63 FY16










New

Value for

Custom

ersSociety



Open Innovation


Technology

Digital Technology




GDC First

6


EMEIA

Public Services

Japan

Private Enterprise

Regions

Americas

Asia

Oceania

GDC


Industry Expertise




Delivery Excellence

Ana Lopes




GDC India

GDC Poland

GDC Portugal

GDC China

GDC Philippin

es

GDC Malaysia

GDC Russia

GDC Costa Rica

Delivery Excellence







Automation





1

0



ServiceNow

Data Analytics IoT


Key Goals










GDCs

Region 1

Region 5

Region 4

Region 3 Region 2

Region 1

Loca

l del

iver

y

Glo

bal

del

iver

y







Collaboration

and Co-creation


End Users

Technologies

Businesses

Industries

Regions




Sofia Barbosa





existing accounts

Automation Tooling




Innovation Centers

Digital Hackathon





GDCs


AI Digital Agent


Automation Library





Digital Hackathon


What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit





















Network Operations


Global Data Center

Management

Business Process

Outsourcing


Research amp

Development



~6700 +12 FY16

~1400 -5 FY16

~1400 +55 FY16

~800 -4 FY16

~300 +63 FY16










New

Value for

Custom

ersSociety



Open Innovation


Technology

Digital Technology




GDC First

6


EMEIA

Public Services

Japan

Private Enterprise

Regions

Americas

Asia

Oceania

GDC


Industry Expertise




Delivery Excellence

Ana Lopes




GDC India

GDC Poland

GDC Portugal

GDC China

GDC Philippin

es

GDC Malaysia

GDC Russia

GDC Costa Rica

Delivery Excellence







Automation





1

0



ServiceNow

Data Analytics IoT


Key Goals










GDCs

Region 1

Region 5

Region 4

Region 3 Region 2

Region 1

Loca

l del

iver

y

Glo

bal

del

iver

y







Collaboration

and Co-creation


End Users

Technologies

Businesses

Industries

Regions




Sofia Barbosa





existing accounts

Automation Tooling




Innovation Centers

Digital Hackathon





GDCs


AI Digital Agent


Automation Library





Digital Hackathon


What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit




















~6700 +12 FY16

~1400 -5 FY16

~1400 +55 FY16

~800 -4 FY16

~300 +63 FY16










New

Value for

Custom

ersSociety



Open Innovation


Technology

Digital Technology




GDC First

6


EMEIA

Public Services

Japan

Private Enterprise

Regions

Americas

Asia

Oceania

GDC


Industry Expertise




Delivery Excellence

Ana Lopes




GDC India

GDC Poland

GDC Portugal

GDC China

GDC Philippin

es

GDC Malaysia

GDC Russia

GDC Costa Rica

Delivery Excellence







Automation





1

0



ServiceNow

Data Analytics IoT


Key Goals










GDCs

Region 1

Region 5

Region 4

Region 3 Region 2

Region 1

Loca

l del

iver

y

Glo

bal

del

iver

y







Collaboration

and Co-creation


End Users

Technologies

Businesses

Industries

Regions




Sofia Barbosa





existing accounts

Automation Tooling




Innovation Centers

Digital Hackathon





GDCs


AI Digital Agent


Automation Library





Digital Hackathon


What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit


























New

Value for

Custom

ersSociety



Open Innovation


Technology

Digital Technology




GDC First

6


EMEIA

Public Services

Japan

Private Enterprise

Regions

Americas

Asia

Oceania

GDC


Industry Expertise




Delivery Excellence

Ana Lopes




GDC India

GDC Poland

GDC Portugal

GDC China

GDC Philippin

es

GDC Malaysia

GDC Russia

GDC Costa Rica

Delivery Excellence







Automation





1

0



ServiceNow

Data Analytics IoT


Key Goals










GDCs

Region 1

Region 5

Region 4

Region 3 Region 2

Region 1

Loca

l del

iver

y

Glo

bal

del

iver

y







Collaboration

and Co-creation


End Users

Technologies

Businesses

Industries

Regions




Sofia Barbosa





existing accounts

Automation Tooling




Innovation Centers

Digital Hackathon





GDCs


AI Digital Agent


Automation Library





Digital Hackathon


What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit





















GDC First

6


EMEIA

Public Services

Japan

Private Enterprise

Regions

Americas

Asia

Oceania

GDC


Industry Expertise




Delivery Excellence

Ana Lopes




GDC India

GDC Poland

GDC Portugal

GDC China

GDC Philippin

es

GDC Malaysia

GDC Russia

GDC Costa Rica

Delivery Excellence







Automation





1

0



ServiceNow

Data Analytics IoT


Key Goals










GDCs

Region 1

Region 5

Region 4

Region 3 Region 2

Region 1

Loca

l del

iver

y

Glo

bal

del

iver

y







Collaboration

and Co-creation


End Users

Technologies

Businesses

Industries

Regions




Sofia Barbosa





existing accounts

Automation Tooling




Innovation Centers

Digital Hackathon





GDCs


AI Digital Agent


Automation Library





Digital Hackathon


What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit





















Delivery Excellence

Ana Lopes




GDC India

GDC Poland

GDC Portugal

GDC China

GDC Philippin

es

GDC Malaysia

GDC Russia

GDC Costa Rica

Delivery Excellence







Automation





1

0



ServiceNow

Data Analytics IoT


Key Goals










GDCs

Region 1

Region 5

Region 4

Region 3 Region 2

Region 1

Loca

l del

iver

y

Glo

bal

del

iver

y







Collaboration

and Co-creation


End Users

Technologies

Businesses

Industries

Regions




Sofia Barbosa





existing accounts

Automation Tooling




Innovation Centers

Digital Hackathon





GDCs


AI Digital Agent


Automation Library





Digital Hackathon


What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit




















GDC India

GDC Poland

GDC Portugal

GDC China

GDC Philippin

es

GDC Malaysia

GDC Russia

GDC Costa Rica

Delivery Excellence







Automation





1

0



ServiceNow

Data Analytics IoT


Key Goals










GDCs

Region 1

Region 5

Region 4

Region 3 Region 2

Region 1

Loca

l del

iver

y

Glo

bal

del

iver

y







Collaboration

and Co-creation


End Users

Technologies

Businesses

Industries

Regions




Sofia Barbosa





existing accounts

Automation Tooling




Innovation Centers

Digital Hackathon





GDCs


AI Digital Agent


Automation Library





Digital Hackathon


What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit




















1

0



ServiceNow

Data Analytics IoT


Key Goals










GDCs

Region 1

Region 5

Region 4

Region 3 Region 2

Region 1

Loca

l del

iver

y

Glo

bal

del

iver

y







Collaboration

and Co-creation


End Users

Technologies

Businesses

Industries

Regions




Sofia Barbosa





existing accounts

Automation Tooling




Innovation Centers

Digital Hackathon





GDCs


AI Digital Agent


Automation Library





Digital Hackathon


What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit





















GDCs

Region 1

Region 5

Region 4

Region 3 Region 2

Region 1

Loca

l del

iver

y

Glo

bal

del

iver

y







Collaboration

and Co-creation


End Users

Technologies

Businesses

Industries

Regions




Sofia Barbosa





existing accounts

Automation Tooling




Innovation Centers

Digital Hackathon





GDCs


AI Digital Agent


Automation Library





Digital Hackathon


What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit























Collaboration

and Co-creation


End Users

Technologies

Businesses

Industries

Regions




Sofia Barbosa





existing accounts

Automation Tooling




Innovation Centers

Digital Hackathon





GDCs


AI Digital Agent


Automation Library





Digital Hackathon


What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit




















Sofia Barbosa





existing accounts

Automation Tooling




Innovation Centers

Digital Hackathon





GDCs


AI Digital Agent


Automation Library





Digital Hackathon


What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit





















existing accounts

Automation Tooling




Innovation Centers

Digital Hackathon





GDCs


AI Digital Agent


Automation Library





Digital Hackathon


What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit



















What is it






Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit





















Case in point
















Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit




























Voice Biometrics



unlock accounts

Orchestration


workflows








Business Benefit






















Business Benefit


















Global Delivery Centers: Creating growth through connections

Services

Transcript of Global Delivery Centers: Creating growth through connections