CONFUSION TO COMMUNICATION

July 30 2015

Once the management has decided to centralize or move the processes from one location to another; the success of this transition heavily depends on change management it needs to undertake. The goal of any change management is to broadly ensure teams at both the sides buy into the vision, continue to work with equal enthusiasm, there is little negative noise and the entire shift from point of departure to point of arrival is seamless.


Questions running in leadership’s mind are - Do the people already know? If yes-how much. How much should we share? When should we share? Will people accept it or it will backfire? Who should communicate? How often should we share? Will employees leave? What if some key people leave?

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Once the management has decided to centralize or move the processes from one location to another; the success of this transition heavily depends on change management it needs to undertake. The goal of any change management is to broadly ensure teams at both the sides buy into the vision, continue to work with equal enthusiasm, there is little negative noise and the entire shift from point of departure to point of arrival is seamless.


Questions running in leadership’s mind are - Do the people already know? If yes-how much. How much should we share? When should we share? Will people accept it or it will backfire? Who should communicate? How often should we share? Will employees leave? What if some key people leave?

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SSC’s can be bliss or blister depending upon intent of creation and premise of execution. If the intent is to do more of same at different location-do not create SSC. If the intent is one process, one way one time, SSC is the route. Creation of Global ideal standard process and reducing the touch points by performing the process on single instance of ERP platform is the mantra for success of SSC.

There will always be legal and regulatory exceptions to processes emanating out of uniqueness of the Countries, which is fine however do not treat deviations arising out of habits to processes as exceptions that need to be addressed and fixed in advance. These are being done because of historic reasons not rational reasons.

When companies grow they need Global standard processes and from that emanates the need for SSC. Processes need to evolve commensurate to the growth of the company. SSC can make you take a leap from activity to productivityand reduce your cost to half but do not chase cost; chase standardization and synergies –cost is a byproduct. It’s tough and need you to come out of your sandbox. Broken processes give broken results.

Once the management has decided to centralize or move the processes from one location to another; the success of this transition heavily depends on change management it needs to undertake. The goal of any change management is to broadly ensure teams at both the sides buy into the vision, continue to work with equal enthusiasm, there is little negative noise and the entire shift from point of departure to point of arrival is seamless.


Questions running in leadership’s mind are - Do the people already know? If yes-how much. How much should we share? When should we share? Will people accept it or it will backfire? Who should communicate? How often should we share? Will employees leave? What if some key people leave?

.

CONFUSION TO COMMUNICATION

July 30 2015

CONFUSION TO COMMUNICATION

July 30 2015

Let me share my experience - Payables work transitioned from 1 region of EMEA from 9 different countries to shared services center (SSC) and the process being performed by 9 different teams in the center in 9 different ways. 3 supervisors heading 3 countries each and no team knowing what the other is doing neither pitching in for back up. Each country had created an additional team that was sitting not next to them but in SSC and in bargain now they had two teams -one doing and one doing quality check – needless to say they were at loggerheads always.


The result was obvious – no synergies, increase in cost, productivity low, vendor discontent and SSC as a concept itself being questioned – with some saying –it’s not for us!. Work created out of rework.

HAVE "EXCEPTIONS TO PROCESSES" & NOT "PROCESS OF EXCEPTIONS"! STANDARDIZATION OF PROCESSES, A PREREQUISITE FOR SUCCESSFUL SHARED SERVICES

November 7 2015