Right Sourcing, Size and Measurement - A Retailer's Perspective

Transcription

1 Page 1 Oslo 23. november 2011 Handelskonferansen Smartere handel Right sourcing muligheter og tilnærming

2 Agenda Introduction Retailer benefits when outsourcing administration Administrative solutions today and in the future Right sourcing delivery model Possibilities and prerequisites for the retailer Quality, comfort and measurement Changes required to realise the benefits Wrap up Questions

3 Jes Schjøtler Director Visma BPO Experience - Auditor - Shared service centre creation - F&A and payroll - Process approach Page 3

4 Agenda Introduction Retailer benefits when outsourcing administration Administrative solutions today and in the future Right sourcing delivery model Possibilities and prerequisites for the retailer Quality, comfort and measurement Changes required to realise the benefits Wrap up Questions

5 Facts Retailer is the best person to give customer service Retailer the person to develop the shop and the employees Retailer spends <50% of the time with the 2 above mentioned activities Largest time consumption for retailer is administration Automated / outsourced solutions pay back time < 2 years Page 5

6 Benefits from outsourcing Increase retailer time and focus for - Customer service - Development of the shop Predicable and reduced cost on administration Turnover Cost Increased quality on administration Increased flexibility Sparring partner - Industry knowledge (gross profit analysis) - Understanding of the volumes Page 6

7 Agenda Introduction Retailer benefits when outsourcing administration Administrative solutions today and in the future Right sourcing delivery model Possibilities and prerequisites for the retailer Quality, comfort and measurement Changes required to realise the benefits Wrap up Questions

8 IT-systems, a prerequisite for efficient administration Point of sale (POS) System ERP - system E-invoice Payroll Incoming EDI Invoices Workflow Payments / Bank clearing Internal reporting External reporting - VAT etc. - Annual accounts Administration of outgoing invoices Reconciliations +95% paperless administration is obtainable today if this is the target Page 8

9 Expected development Professional Requires volume to get access to an offshoring setup Low skill Is possible to purchase, however with large volumes, the investments are reduced Page 9

10 Administrative solutions today and in the future Input - Integration (automatic) - File transfers (automatic) - Web/Portal (semi auto) - Manual (paper) Processing - Registration/punching - Reconciliation - Quality control *) - Summarising accounts for reporting (typical missing vouchers etc.) - Payments *) - Reporting global Nearshore/Offshore/Automation Reporting/Advisory - Second eye review - Preparing notes - Customer contact - Reporting local (e.g. VAT) - Payments & quality ctr. *) Page 10

11 Agenda Introduction Retailer benefits when outsourcing administration Administrative solutions today and in the future Right sourcing delivery model Possibilities and prerequisites for the retailer Quality, comfort and measurement Changes required to realise the benefits Wrap up Questions

12 Process Complexity Right sourcing delivery model Onshore Norway/Nordics Customised/high level service Local legislation requirements Local ERP systems Complex accounting and customer/stakeholder intensive processes High local touch Nearshore Transactional services leveraging economies of scale Cost arbitrage through European delivery Time difference factor Cultural match factor Offshore Transactional services leveraging economies of scale Leverage best practices Cost arbitrage through global delivery H L Onshore Norway/Nordics Generic processes Simple processes - with Nordic language requirements - which are complicated to export, e.g. invoice scanning - with small volumes Programme Governance Customer Interface Deliver High end processes requiring local knowledge L Aligning to meet your needs Onshore Drive global delivery & Cost Savings Drive local delivery & Value Transaction Volumes Nearshore/Offshore Deliver region agnostic transaction processes Drive operational improvements H Page 12

13 Agenda Introduction Retailer benefits when outsourcing administration Administrative solutions today and in the future Right sourcing delivery model Possibilities and prerequisites for the retailer Quality, comfort and measurement Changes required to realise the benefits Wrap up Questions

14 Automation integrated solutions, main modules Indicative pay back period Key POS-ERP system integration < 2 years Scope definition Payroll system integration 1-2 years Scope definition Incoming invoice workflow system < 1 year Procedures EDI to suppliers < 1 year Volumes Integrated payment system < 1 year Procedures Integrated reporting systems 1 year Scope definition Page 14

15 Right sourcing, saving opportunities % Prerequisites Near/Off shore price % of Norwegian cost 25% - 40% IT-systems Efficiency loss, extra controls etc. -15% Controls Near/off shoring ratio +50% Transaction volumes Business case, cost saving 15% - 30% Right sourcing is not only for very large companies anymore, however use a partner, who has made the investment in a rightsourcing setup Page 15

16 Agenda Introduction Retailer benefits when outsourcing administration Administrative solutions today and in the future Right sourcing delivery model Possibilities and prerequisites for the retailer Quality, comfort and measurement Changes required to realise the benefits Wrap up Questions

17 Challenges with Right sourcing Concern Language Solution Handled by local prime outsourcing contractor Legislation Quality Outsourcing scope Handled by local prime outsourcing contractor Transparency se next slide Quality assurance system Process approach Process split see slide below Personal touch Only a short term comfort factor Page 17

18 Cooperation model retailer outsourcing supplier Agreement (customer requirements, systems, processes, QA system) Service Level Agreement (e.g. 98% target on meeting reporting deadline) Key Performance Indicators (e.g. deadline compliance in October month = 99.2%) Evaluation on performance Improvement discussions (Efficiency, Quality) Page 18

19 Processes; working instructions and documentation Level 1: Categorisation into 5 main areas * Order to cash ( Accounts receivable ) * Purchase to pay (Accounts payable ) * General Accounting ( G/L ) * Payroll * IT Approach Common Level 2: High-level grouping of main processes Level 3: Further details describing the processes Level 4: High-level process description * Includes processes for deviation handling * Will form basis for contract Level 5: Detailed routines * Includes details (screen-shots) * Will form basis for training etc Common Common Customer specific Customer specific Page 19

20 Agenda Introduction Retailer benefits when outsourcing administration Administrative solutions today and in the future Right sourcing delivery model Possibilities and prerequisites for the retailer Quality, comfort and measurement Changes required to realise the benefits Wrap up Questions

21 Changes required to realise the benefits Investment Equipment / Service purchase agreement Change process Administration Personell Customer service Shop development From administrator to approver From retailer to coach Spend more time Spend more time requires focus Benefit Extra sales Cost saving Page 21

22 Agenda Introduction Retailer benefits when outsourcing administration Administrative solutions today and in the future Right sourcing delivery model Possibilities and prerequisites for the retailer Quality, comfort and measurement Changes required to realise the benefits Wrap up Questions

23 Wrap up - Key steps and challenges Process overview Internal costs* Is the organisation ready to outsource? Change management Potential scope for outsourcing Challenges Create the internal Business Case * Personnel, IT, direct and indirect costs How to realise the savings? Quick, focused implementation to ensure ROI

24 Agenda Introduction Retailer benefits when outsourcing administration Administrative solutions today and in the future Right sourcing delivery model Possibilities and prerequisites for the retailer Quality, comfort and measurement Changes required to realise the benefits Wrap up Questions

25 Questions Page 25

26 Page 26