Managing Strategic Relationships,Key Governance Processes,2004 China Outsourcing Summit September 15-16 Beijing, China,2,Procter & Gamble,$44 billion consumer goods corporation Nearly 100,000 employees worldwide 28 on the Fortune 500 list Markets more than 300 brands to more then 5 billion consumers in over 160 countries Made up of Global Business Units (product categories), Market Development Organizations (geographical units), and Global Business Services (a shared services organization),3,William Metz,Current role: Section Manager Global Business Services - PMO Previous experience: Project Manager for recent Application Development & Maintenance outsourcing effort Section Manager IT Strategic Sourcing Section Manager Technology Solutions Consulting Application & Data Technologies Architect with responsibility for application development technologies Founder of P&Gs Jedi competency development program,Contact Information: metz.wppg.com,4,What Well Cover,P&Gs Sourcing Story Key Governance Processes Governance Challenges,5,P&Gs Sourcing Story,Created Global Business Services (GBS) Organization 8500 employees, more then 40 products and services. Organized in service bundles which include: Central IT, Workplace Services, IT Business Solutions (Supply Chain), Accounting & Financial Reporting, Employee Services, Purchasing Services and Business Information Services. Established global data centers in Cincinnati, Brussels, and Singapore and shared service centers in Manila, Costa Rica, and Newcastle. Established low cost ADM centers in Warsaw and Toronto and began setting up low cost offshore IT services with third party suppliers (e.g. ABAP Factory, Notes Factory, etc). Globalized, consolidated, integrated hundreds of work processes, systems, and technologies in more then 70 countries. Delivered $500 million in savings in 3 years.,6,P&Gs Sourcing Story,Established IT Strategic Sourcing Organization Conducted Sourcing Assessment, Developed Sourcing Plans, Sourcing Financial Model, Site Evaluation Model Continued to build business with low cost offshore third party suppliers (e.g. Infrastructure, Web Applications, eLearning). Eliminated large numbers of local staff augmentation contractors. 2002 Investigated Large BPO Deal 2003 / 2004 Signed Several Strategic Sourcing Agreements IT Infrastructure, Desktops, Application Development & Maintenance (HP) Facilities Management (Jones Lang LaSalle) HR / Employee Services (IBM) Consumer Relations (Sykes) Transactional Accounts Payable (HP),7,Shared Services Model,Global Business Services GBS,Supplier,Client & Site Services,Services,Business Units,Global organization Regional service delivery Service/Product focus,HP Jones Lang LaSalle IBM Etc.,GBS Past,Customer aligned Site representation,Governance,Manages Supplier Relationship Performance Key Processes,GBS NG,8,Service Integration,Business Units,Global Business Services,HP,IBM,JLL,Other Suppliers,GBS Services,Supplier Services,On-line Service Catalog GBS Service Supplier Service Mapping,Standard End End Service Request / Fulfillment Process,9,Governance Defined,Governance is a broad term used to describe the business processes necessary to manage the internal and external relationships involved in strategic sourcing relationships,10,Governance Mission,The mission of governance is to ensure the delivery of sourcing goals through: Ongoing expectations management with suppliers Verification of the quality delivery of agreed services Collaborative management of the contract to meet evolving business needs,11,Key Governance Roles,Relationship Manager Transition Manager Process Owners Subject Matter Experts,12,SMEs,Establish service request processes for their area of expertise Monitor delivery of service Prioritize work Answer questions and resolve issues Set direction with supplier Examples: Platforms, Network, End User Computing, Content Management, Data Services, ERP,13,Key Governance Processes,Relationship Management Service Request Management Service Receipt Verification Performance Management Problem/Incident/Change Management Project Management Security, Business Continuity, Disaster Recovery Financial Operations Asset Management Contract Management,14,Common Processes Across Suppliers,HP,IBM,JLL,Others,Service Request Management,Performance Management,Problem/Change/Incident Management,Other Key Processes,Project Management,15,Service Request Management,Purpose: Provide the ability to manage requests for supplier services A Catalog of Services including Service Terms and Measures, Historic Performance, Benchmarking Data, and Pricing Distinguish between Enabling Services and End User Services Provide integration of individual Supplier Services into End to End Services Insulation of end users from back office complexity Request prioritization Demand forecasting Consumption tracking,16,Performance Management,Purpose: Monitor the delivery of serv