Expertise is better shared - Shell presentation 2013
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On 6 November, TOPdesk demonstrated its Shared Service Management to Shell. Practical experience has shown that IT, FM, and HR departments do come together, but don’t really collaborate. Based on a practical growth model, Gökhan Tuna and Robbert Petterson explain how you can combine and manage your service departments' work processes.
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Expertise is better shared - Shell presentation 2013
- 1. Expertise is better shared Gökhan Tuna & Robbert Petterson
- 2. Good morning and welcome to TOPdesk
- 3. Contents Service Management Simplified TOPdesk, the organization TOPdesk products Process support & modules Consultancy
- 4. But, what is TOPdesk?
- 6. HR Landscape HR strategy TOPdesk eHRM organize, measure and manage Current HR systems: administrate and execute
- 7. TOPdesk products from 50 to 5,000,000 customers TOPdesk Professional TOPdesk Enterprise TOPdesk as a Service Available in 10 languages Customer feedback incorporated directly into product development Flexibility: 100% web-based solution
- 8. Facts & figures Originated from experience Dutch software and consultancy firm Established in 1992 450 employees Average annual growth more than 25% Privately owned > 22 million turnover
- 9. TOPdesk clients Used by 50,000+ people every day At 3,500+ clients With 5,000+ implementations In 40+ countries With 1,000,000+ end users Brabanthallen Facility Management, ITSM, HRM, SSCs
- 10. Process support One tool for ITSM, FM and HRM Full support of the ITIL processes End-to-end chain management Shared Service Centre
- 11. TOPdesk implementations Tool, Process, People System integrations Training Service desk support TOPdesk Extranet and Community TOPdesk Symposium and On Tour TOPdesk Magazine Implementation services
- 12. Why TOPdesk? Best value for money 100% web-based, no need to run a client alongside User-friendly, high acceptance rate by users Highly customizable Scalability: 1,000+ operator implementation completed Unlimited multi-user licence The best quality for the lowest price, guaranteed! Integrated Service Management – introduce Facilities, Estates, HR, Finance, Libraries, Registry Office etc.
- 14. Customers want… · · · · Easier Faster Having to think less Fewer costs
- 15. Shared Service Management (SSM) HRM FM IT
- 16. Quality experience SSM growth model Shared process Shared Service Desk Shared tool Nothing shared Cost efficiency
- 18. Stage 0: nothing shared Own product/tool No overlap Focus on own department
- 19. Challenge of stage 0 Lots of time and effort required to manage information flows
- 20. Stage 1: SSM tool Working in tool Shared terminology and set-up First signs of collaboration
- 21. Challenge of stage 1 Setting up a single tool means taking into account different preferences
- 22. Tip 1: functional management Customer Functional FM HR IM IT Supplier IT
- 23. Quality Step 1 results Shared tool Nothing shared Cost efficiency
- 25. Stage 2: Shared Service Desk Transparency One service desk, making agreements More intensive collaboration
- 26. Challenge of stage 2 Making sure the customers know about the Shared Service Desk
- 27. Tip 2: promotion Promote the Shared Service Desk Is something wrong? Register it in FIX!
- 28. Quality Step 2 results Shared Service Desk Shared tool Nothing shared Cost efficiency
- 30. Stage 3: SSM process Multi-departmental implementation Same procedures and evaluations Close collaboration
- 31. Challenge of stage 3 Different levels of process maturity per department
- 32. Which stage? According to survey 60% 50% 40% 30% According to survey 20% 10% 0% Stage 0: nothing shared Stage 1: shared tool Stage 2: shared service desk Stage 3: shared process
- 33. Which stage? According to survey 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% According to survey Stage 0: nothing shared Stage 1: shared tool Stage 2: shared service desk Stage 3: shared process
- 34. Challenge of stage 3 Different levels of process maturity per department
- 36. Tip 3: first things first Employee commences Employee moves department Employee leaves company
- 37. Front end
- 39. Example Roles Tool and work instructions Process and procedures
- 40. Example Roles Tool and work instructions Process and procedures
- 41. Customer SD Roles Mark, planner Tool and work instructions Process and procedures ITIL Ian, IT Josh, Facilities Laura, HR Department Erik, caller
- 42. Customer SD Process monitoring Mark, planner Roles Tool and work instructions Process and procedures ITIL Ian, IT Josh, Facilities Department Erik, caller Manage: time and solution Laura, HR
- 43. Customer SD Mark, planner Department Erik, caller Manage: time and solution ITIL Ian, IT Josh, Facilities Laura, HR
- 44. Periodic evaluation and improvement · Quarterly · Process owner and process managers Process improvement Process monitoring Roles Tool and work instructions Process and procedures
- 45. Customers want... • • • • Easier Faster Having to think less Lower costs
- 48. Shared Service Management (SSM) HRM FM IT
- 49. Case
- 50. 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