DLM | Consulting

PROCESS CENTRALIZATION, SHARED SERVICES

DLM mission is to support Shared Service Centers transforming to a Center of Excellence, to be recognized internally & externally as an exceptionally strong and highly reliable function by

Combining knowledge and management, innovative solutions and services with high-end customer service, DLM collaborates with clients to help them become high-performance businesses.

Delivering great service to all customers internally and externally
Being a trusted & integrated business partner providing
valuable insight
Being highly efficient, ensuring economies of scale in
delivery of all our processes
Providing a quality service at a cost the business
chooses to afford
Becoming a great place to work

SHARED SERVICE DESIGN AND IMPLEMENTATION

Shared Services involves taking repetitive common processes out of the Business Units and moving them into a Shared Services Centre (SSC), freeing up the Business Units to spend more time performing higher-value-added tasks.

This allows the SSC to achieve improved efficiencies and economies of scale while providing a high level of service to the enterprise.

KEY LEARNING FROM SSC IMPLEMENTATION PROJECTS

Run like a business & customer focused
Mainly newly recruited staff - no “bad habits”
Flat organization reflecting minimal management layers
Structured around teams evolving to self-direction

General management leadership skills rather than functional
One leader for all shared services
Special reward and recognition programs to drive behaviors
Service Level Agreement maintained between provider and customer

DLM CAN SUPPORT IN THE SSC IMPLEMENTATION ALONG THE ENTIRE PROJECT CYCLE FROM STRATEGY DEFINITION, THOUGH LOCATION SELECTION, MIGRATION AND OPTIMIZATION.

SHARED SERVICE TRANSFORMATION

All SSC’s follow a similar maturity life cycle. DLM provides services along the entire cycle in order to support companies with their transformation journey. We support the design of the corporate people management program which consists of the competence management, talent management, engagement and motivation, performance management and organization design dimensions. These together may form the desired corporate culture. The right culture influences positively the performance , productivity thus the quality.

COMPETENCE MANAGEMENT

Effective competency development can
Shorten the learning curve; new joiner on-boarding time is decreased significantly.
Lower the cost of development with effective use of learning tools and approaches.
Increase engagement and motivation of employees for gaining new competencies and becoming more effective.
Strengthen client-focused culture by developing value-based competencies.

TALENT MENAGEMENT

A strong talent platform creates the foundation for competitive advantages. Organizations must manage their talents with the business outcome in mind and measure the value and impact of talent assets like other critical assets.

ORGANIZATION STRUCTURE

Organization design is not just about layers and boxes.
It encompasses the roles and accountabilities of organization units and their people, the measurement of organization performance, definition of how workgroups will operate together and the mechanisms required to support their effectiveness.

CORPORATE CULTURE AND MINDSET
PROGRAMS

Our approach to assessing culture includes elements that focus on the delivery of business results through aligning culture to the organization strategy and brand. It is important to note that our model is flexible to the needs of the organization, which may have already embarked on certain aspects of this approach and therefore, can start at any point.

Culture assessment may be combined with engagement and motivation programs.

ENGAGEMENT AND MOTIVATION
PROGRAMS

Higher employee engagement level leads to
Higher staff & talent retention,
Better service delivery to customers,
Lower training costs,
Innovative organization
Self regulating management system
Strengthen client-focused culture by developing value-based competencies.

PERFORMANCE MANAGEMENT

Provide organisational clarity on business objectives and strategy by defining business success in terms of organisation, team and individual measures and targets.
Provide clarity to people about what activities, skills and behaviours support these value-creating goals.
Focus and reward employees on delivering and improving these activities, skills and behaviours.
Provide clear management information about people performance.

TRAINING PROGRAMS

Leadership and change management for top and middle management
Corporate culture and service mindset
SSC Purchase to Pay process best practices and evolution
Any tailor made training programs

PROCESS ASSESSMENT

We review the operation of your processes, and prepare for you a customised report presenting the results and identified improvement areas.
We support you to reach
- Cost and FTE reduction through process optimization
- Comparison to best practices
- Improved process performance
- Reduction / elimination of non-value adding activities
We review the end-to-end process along the following principles

CENTRALIZATION (SSC) PROCESS DESIGN

here are 3 potential variants of transition approach: Lift & Shift, Fix & Shift and Big Bang. All of them have certain advantages and limitations. Most common one is Lift & Shift that minimises the risk and allows for a smoother and faster overall migration timeline. However the approach needs to be determined based on detailed considerations of your priorities and objectives.
DLM can support in
- Gather information about existing processes and current headcount to understand potential scope
- Conduct detailed analysis of functions and processes in scope to determine what can be centralised and what will remain in the local organisation/ business units
- Analyse headcount in scope and determine what benefits can be achieved
- Review of existing systems and IT solutions used by business units in scope.

Implementation
- Assist in the facility set up
- Develop and coach staff
- Transition Training
- Support in transition
- Develop Service Level Agreement and KPIs

SSC SERVICE LEVEL MANAGEMENT

A professional stakeholder analysis combined with a proactive and structured stakeholder management plan can positively influence the stakeholders’ attitude, increase their support and confidence
Stakeholder mapping is the foundation for an efficient service reporting process.
Design a two way agreement clarifying both the services delivered by the SSC to its customers and key inputs received from parties
Design the feedback process to manage and document customer feedback on a regular basis. This may include web survey design through our web team

CHANGE MANAGEMENT

Establish innovation culture to improve performance
Eliminate non value adding tasks
Standardize according to the best fit model
Automate standard processes
Run continuous improvement programs

RISK MANAGEMENT AND INTERNAL CONTROLS

We conduct risk assessment and validate remediation processes against your business objectives and compliance needs.
We establish and document client current state system of controls. We provide controls optimization recommendation. We design and implement the optimized controls. We design and implement operational infrastructure for the system of controls.
We can support you with SOX implementation