Managing a Global Business Process Expert Team (BPx)
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Transcript of Managing a Global Business Process Expert Team (BPx)
CHUCK WEBBER[ASUG INSTALLATION MEMBER MEMBER SINCE:2008
MALCOM POULIN[ASUG ASSOCIATE MEMBER MEMBER SINCE:1998
DENISE MISSONAK[SAP POINT OF CONTACT MEMBER SINCE: 1998
]Managing a Global Business Process Expert Team (BPx)
Shawn Grubb, Procter & Gamble
2Real Experience. Real Advantage. •
[ Three billion times a day, P&G
brands touch the lives of people around the world… ~$77 billion in net sales (2007) 138,000 Employees / 80 countries world
wide
3Real Experience. Real Advantage. •
[ A segment of the Healthcare Global
Business Unit ~2 billion in net sales (2007) Three major brands: Actonel, Asacol,
Enablex
4Real Experience. Real Advantage. •
[Today's Top 3 Learning Points:
Groundwork – Defining your Scope and structure Define the “What” and the “How”
Service Delivery: Key concepts for Quality Expertise vs Mastery
Practical Tips and Tricks for managing G-BPx The do’s and don'ts
5Real Experience. Real Advantage. •
[Best Practice 1: Laying the groundwork
Define your “What” and “How” What does your team concentrate on? How do you do this?
Applied at P&G Pharmaceuticals: The “What” in order of priority
Base Capability Business Ability (Transformation) Innovation
The “How” Common and GLOBAL Processes Business Metrics across sites Expectation of Mastery
Why does this apply to a Global BPX team?
6Real Experience. Real Advantage. •
[InnovationInnovation
Business AbilityBusiness Ability
Base CapabilityBase Capability
Process
Metrics
Mastery
HoN
7Real Experience. Real Advantage. •
[Best Practice 2: Expertise Vs Mastery
Expertise Deep insight and work process understanding Examples: Demand planning, Site Integrated
planning, Production, Quality, Inventory management, Sales and Distribution, Accounts Receivable, etc etc etc.. )
Mastery Demonstrated Expertise PLUS Working knowledge of previous and successive
rows of ownership Overlapping Expertise with work process “touch
points” Can execute work processes into and out of areas
of ownership
8Real Experience. Real Advantage. •
[Best Practice 2: Expertise Vs Mastery
Why Mastery over Expertise in a G-BPX team? Common business processes Common focus on business & success measures Improves customer service Speeds issue resolution, develops better
solutions Eliminates “silos” of knowledge
Watch outs Mastery still requires clear ownership Protect your best masters from overload
9Real Experience. Real Advantage. •
[BP 2: Expertise and Mastery Defined
List 1 or more best practices that can be obtained specific to your topic area.
YZ
x
x
xx
Expertise
Inventory
Mgmt.
Sales / distributionProduction Execution
Mastery Mastery
10Real Experience. Real Advantage. •
[Practical Tips and Tricks #1
Finding the right Business Process talent Must be comfortable in chosen language Consider operational people first What about IT? Manage work in undefined spaces Someone who knows it, vs someone who can
learn
11Real Experience. Real Advantage. •
[Practical Tips and Tricks #2
Sphere of trust: international teams are scary places English for non-native speakers Cultural exchanges can be confusing / frustrating
Creating a sense of trust: English for native English speakers Watch for cultural misunderstandings Clarify & agree on norms to avoid cultural faux-pas Develop “comfort zone” trainings Treat mistakes as “key learnings” and move on 100% support for good and BAD!
12Real Experience. Real Advantage. •
[Practical Tips and Tricks #3
Consistent consistent consistent norms Identify the norms and stick with them Set common schedules and stick with them
Meetings requiring Travel: Outline annual meetings from day 1 Avoid common holiday periods
Meetings via phone Avoid non core work times Plan for multi-taksing
13Real Experience. Real Advantage. •
[Practical Tips and Tricks #3+ (Bonus!)
Diversity polices Review as a group Build awareness of what “diversity”
means
Good news Friday Rule After 3:30pm on Friday, keep it to Monday
14Real Experience. Real Advantage. •
[Summary of Today's Top 3 Learning Points:
Groundwork – Defining your Scope and structure Define the “What” and the “How”
Service Delivery: Key concepts for Quality Expertise vs Mastery
Practical Tips and Tricks for managing G-BPx The do’s and don'ts
15Real Experience. Real Advantage. •
[Q & A
16Real Experience. Real Advantage. •
[
[
] Thank you for participating.
SESSION CODE:
24193
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For ongoing education on this area of focus, visit the Year-Round Community page at www.asug.com/yrc