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1、ManagingStrategicRelationships KeyGovernanceProcesses 2004ChinaOutsourcingSummitSeptember15 16Beijing China 2 Procter Gamble 44billionconsumergoodscorporationNearly100 000employeesworldwide28ontheFortune500listMarketsmorethan300brandstomorethen5billionconsumersinover160countriesMadeupofGlobalBusines
2、sUnits productcategories MarketDevelopmentOrganizations geographicalunits andGlobalBusinessServices asharedservicesorganization 3 WilliamMetz Currentrole SectionManagerGlobalBusinessServices PMOPreviousexperience ProjectManagerforrecentApplicationDevelopment MaintenanceoutsourcingeffortSectionManage
3、rITStrategicSourcingSectionManagerTechnologySolutionsConsultingApplication DataTechnologiesArchitectwithresponsibilityforapplicationdevelopmenttechnologiesFounderofP G sJedicompetencydevelopmentprogram ContactInformation metz wp 4 WhatWe llCover P G sSourcingStoryKeyGovernanceProcessesGovernanceChal
4、lenges 5 P G sSourcingStory CreatedGlobalBusinessServices GBS Organization8500employees morethen40productsandservices Organizedinservicebundleswhichinclude CentralIT WorkplaceServices ITBusinessSolutions SupplyChain Accounting FinancialReporting EmployeeServices PurchasingServicesandBusinessInformat
5、ionServices EstablishedglobaldatacentersinCincinnati Brussels andSingaporeandsharedservicecentersinManila CostaRica andNewcastle EstablishedlowcostADMcentersinWarsawandTorontoandbegansettinguplowcostoffshoreITserviceswiththirdpartysuppliers e g ABAPFactory NotesFactory etc Globalized consolidated in
6、tegratedhundredsofworkprocesses systems andtechnologiesinmorethen70countries Delivered 500millioninsavingsin3years 6 P G sSourcingStory EstablishedITStrategicSourcingOrganizationConductedSourcingAssessment DevelopedSourcingPlans SourcingFinancialModel SiteEvaluationModelContinuedtobuildbusinesswithl
7、owcostoffshorethirdpartysuppliers e g Infrastructure WebApplications eLearning Eliminatedlargenumbersoflocalstaffaugmentationcontractors 2002InvestigatedLargeBPODeal2003 2004SignedSeveralStrategicSourcingAgreementsITInfrastructure Desktops ApplicationDevelopment Maintenance HP FacilitiesManagement J
8、onesLangLaSalle HR EmployeeServices IBM ConsumerRelations Sykes TransactionalAccountsPayable HP 7 SharedServicesModel GlobalBusinessServicesGBS Supplier Client SiteServices Services BusinessUnits GlobalorganizationRegionalservicedeliveryService Productfocus HPJonesLangLaSalleIBMEtc GBSPast Customera
9、lignedSiterepresentation Governance ManagesSupplierRelationshipPerformanceKeyProcesses GBSNG 8 ServiceIntegration BusinessUnits GlobalBusinessServices HP IBM JLL OtherSuppliers GBSServices SupplierServices On lineServiceCatalogGBSService SupplierServiceMapping StandardEnd EndServiceRequest Fulfillme
10、ntProcess 9 GovernanceDefined Governanceisabroadtermusedtodescribethebusinessprocessesnecessarytomanagetheinternalandexternalrelationshipsinvolvedinstrategicsourcingrelationships 10 GovernanceMission Themissionofgovernanceistoensurethedeliveryofsourcinggoalsthrough Ongoingexpectationsmanagementwiths
11、uppliersVerificationofthequalitydeliveryofagreedservicesCollaborativemanagementofthecontracttomeetevolvingbusinessneeds 11 KeyGovernanceRoles RelationshipManagerTransitionManagerProcessOwnersSubjectMatterExperts 12 SMEs EstablishservicerequestprocessesfortheirareaofexpertiseMonitordeliveryofserviceP
12、rioritizeworkAnswerquestionsandresolveissuesSetdirectionwithsupplierExamples Platforms Network EndUserComputing ContentManagement DataServices ERP 13 KeyGovernanceProcesses RelationshipManagementServiceRequestManagementServiceReceiptVerificationPerformanceManagementProblem Incident ChangeManagementP
13、rojectManagementSecurity BusinessContinuity DisasterRecoveryFinancialOperationsAssetManagementContractManagement 14 CommonProcessesAcrossSuppliers HP IBM JLL Others ServiceRequestManagement PerformanceManagement Problem Change IncidentManagement OtherKeyProcesses ProjectManagement 15 ServiceRequestM
14、anagement Purpose ProvidetheabilitytomanagerequestsforsupplierservicesACatalogofServicesincludingServiceTermsandMeasures HistoricPerformance BenchmarkingData andPricingDistinguishbetweenEnablingServicesandEndUserServicesProvideintegrationofindividualSupplierServicesintoEndtoEndServicesInsulationofen
15、dusersfrombackofficecomplexityRequestprioritizationDemandforecastingConsumptiontracking 16 PerformanceManagement Purpose Monitorthedeliveryofservicetoensureyougetwhatyouexpected TrackSLAcompliancePerformanceDashboardProduceStateoftheBusinessreportsConductperformancereviewsManageissues 17 SLAs Measur
16、einaquantitativewaythequalityofserviceprovidedbythesupplierMakesuretheyaremeasurableandachievableSetExpectedandMinimumthresholdsDistinguishbetweenKeyandCriticalSLAsLimitthenumberofCriticalSLAsTieCriticalSLAsto AtRisk 18 ProjectManagement Purpose Makesuretherightprojectsgetdone andthattheyaredoneright i e ontime onbudget anddelivertheexpectedresults ForecastdemandCoordinateprojectworkacrosssuppliersProvidestandardprojectexecutionprocessesTrackaggregatemeasuresandtotalprojectspendProvideissueescal
