Fleece ce ee High performa Pecan ee BPO StoryTable of Contents Introduction 3 The F&A BPO Story 8 The Procurement BPO Story 18 The HR BPO Story 30 The Supply Chain BPO Story 42 The Marketing BPO Story 52 Snapshots 62Introduction ‘Tere’ na denying what the valve of Business Process Outsourcing (BPO) ean Ho For business, But what's as important as making the decision ‘to use BPO is chaasing which partner to collaborate with. Accenture ‘offers clients a value-driven approach te BPO, which means that we provide services well beyond lowering costs. We inject innovative, ‘market-shaping industry insights that elevate our clients’ performance. Inconsisteney withthe overall business strategy and increased demand for outsoureing services, Acrenture's global outsourcing practice has ‘grown significantly inthe last 20 years. Our BPO story started many ‘years ago an in that time we have been able to evsive and perfeet ouF ‘BPO services But one thing has remained the same from the begining ‘Accenture has always been at the heart of elient success and played ‘an important role in driving BPO transformation. tn fact, we are the first in the industry to bull each key service around s leading customer, ‘We have added value to companies all orc the world, helping to control ‘costs, reduce risk, nd increase transparency. ‘We offer the broadest rahige of BPO services in the world underpinned ‘by operational excellence and cost-effectiveness. Avie range of service offerings has made it easy for Accenture te provide end-to-end services inthe horizontal a well a vertical Uinaustry-speciie BPO. Accenture's transformational outsourting services include creating alignment between clients’ business processes and theic overall ‘corporate perfarmanee, creating greater synergy between comparote strategy and execution We have worked globally to deliver high performance across all ‘sectors ofthe retail industry from apparel ond grocery ts drug stores and home improvement. ‘+ Accenture Retail works with hundreds of retailers around the World, including nine of the top 10 global retailers. + More than 10,000 professionals globally wark with our retail clients, * We combine the best talent from the retail industry with highty stilled consulting, technology and outsourcing professianals to Ueliver high performance.The key Accenture BPO service offerings include: Industry Horizontal roy co TechnolagyOutsourcing Portfolio ‘Bundled Outsourcing IT Outsourcing Services ‘Cross-Industry BPO and Custom BPO industry-spec a)ee Re eA ere ae cea ec rs 45 countries and 17 offerings and supplies one of the only true global service delivery models for BPO with over 36,000 resources worldwide.We provide business process services that transform our elients! ‘businesses and detiver higher levels of performance and results, a ‘well as lower costs, ‘Qur expertise and partnership help cetall companies overcame industry challenges, achieve and exceed business objectives, and drive sustainable growth. To get the best results for your business, you need the best partner. Accenture has consistently been recognized for our outsourcing services asthe best outsaurcing provider: ‘Ranked Na. 1 in the Internatianal Association of Outsourcing Professionals’ {AAOP} Global Outsourcing 100 list of the world’s top ‘outsourcing service providers for the fourth yen in row = Won Best Global Services and Best Business Nansformation inthe 2011 Outsourcing Excellence Awards ‘Accenture is a leader in Business Process Outsourcing (BPO): #20 years experience in BPO +350+ 50 clients = 150 countries serving lint operations "90+ delivery locations. +38 languages supported 738,500 BPO professionals Each chapter ofthis book will allow you to dive deeper into the world ‘of Accenture BPO with five speific cient staries where Accenture hhas successfully implemented BPO across a variety of key functional areas and industries, We have the experience, people, ani capabilities ‘to make your BPO visian a successful reality, Let us help bring the value of BPO to your business.OT The F&A BPO Story Accenture offers customized delivery, management and continuous Accenture curently provides FRA BPO s et ee an gered Ce eet ee eee ee ee ee ee ee ee ed ee eee Ce ee et ee ee ee aes Ce ee et ee ee Ree Ce ees vices in multine languages Eye ee cea cd ead Ce ee eee an Cee ec EL Le, anne ae ere Scene ere nena eneres of thousands of professionals aerss cut Global Delivety Netwark, funetions and services forthe retained function, re ee ee ey measutatte Improvements in business performance through Finance. Accenture’ F&A BPO has an impressive global presence. Having rested Bec aan the fisiscver global scope and scale in A BPO, Accenture can be ited See ee ee ne ret DE ee eee a) ‘asks te high-end financial planning, Forecasting and anal pee To Ss‘Comprehensive BPO Services fram Accenture SegaWhy outsource some oral of your ffoance and accounting processes? Based on ow resenich and experience working with Global 1000 companies 5. provider of outsourced finance services, we ensure that companies can expect benefits of F&A BPO and mave including Key drivers How realized through BPO? * Conotdaton wens ~ Fears of el: aber, management. nfvtvetue ae tenet “aghesaing osrztin ane management de-lyeing Reducing Costs *Seae bene from service provers enol ivesient innate, techy, ogtizan and bet practices Improving Service Quality ‘hate ares pot af clets *Etieneyimptovenent trough stanardain,reranetng avomation ‘eres cations Reduced labor nd inettre cons = Civ define ence expectation (ene lvl ayers) * Grau prformance st os sity (PW ard pertarmance eportigh _and Customer Service | e Development of poner ence culls and itemaic cater elsbaethip management = Mee from fragmented operations toa consolidated setup enables irplerentation of consent. standadiedcortas Irmpeoving Controls nionrent *Focusn proces dacumentation an contro * Change at speed hough extbiibed intastruture ana change capability ‘Foes elaine finance on deo supetgh vale added seties + Enable transformation toa standurd provesvayatem buses architecture Sets SupportinglEsablis | «Exe anor frm county based (0 end a product business mode *-Noxe from Fed ost stuciure to varia cont structure ‘Improved consisteney and transparency of management information * Establishment of partnership with acces 10 wider expertise and further services|Facts about Accenture’s FRA services: + Process more than 20 million Account Processing [AP] invoices ‘er year with -combined invoice value of more than $20 billion ‘+ Process more than two million Time and Expense (T&E} reports per year with value of move than $1 billion + Pracess more than 30 million Accounts Receivable (A) invoices per year witha combined invoice value af over $100 billion ‘Collect mare tha $70 billion cash per year across move than 600,000 customers in aver 150 countries + Process more than 190,000 fied asset amendments ger year + Process mote than 70,000 balsnce sheet secount reconciliations per calendar maath + Reconcile mare than &000 bank accounts monthty -Accenitue’s clients represent publicy traded global corporations with combined individual reverues of more than $1.3 billion. From a diverse range of clientele, Accenture's clients are featured in the Fortune Global 500 list=some included in the top 100. Following ate the business cases ofa leading ghobal ell and gas ‘company that has outsourced its accounts payable activities along ‘with other tasks to Accenture, The solution provided isa blend af strategic sourcing, a central repository of data and information, and ‘optimal utilization of resources. ”Our Experience and Client Base ‘8 oun vs ” ~ ‘No, of Clients: » a 4 ‘au, OS Microsoft Feat @Qrc sem piace | ll 0 © Grodia accra wren Qe are Chen a pa pin x x ~ 2 ee i | ein 2. ee s fee ase — = s. i mae pears cee:aye cece lU are Ce eo) Se iaaco It Ce gue See ee ee gs iajor eee een ca Sree ee cod ver $297 millon, With approximately ees acs cote Sa Deets aThe Business Challenge {hallenge 1: Te comnony ba ase a en otercamganis, andthe Refining tad Mktg (RB) United States business gw apy through these _xauisions As result of these acquistions, "ulpe ER an eae steer ged forthe day-o-y ates, Tis mae the ase proces ey complex. The monty cose process ed to take 1 working (HO) to Soe Boo, ich mas aor tine pan The comoany ered ‘oaceverate ths se pres ih ha become een forte busines see ree 2 process to make the end-to-end press. smoother and ecient Challenge 2: In adetiog none of thet businesses. he aman lon wes eg an ial tool fn heir accoums ‘payable process fr crating maintaining, and ‘managing its ivces-relatel ass, erefore i hac many hares. Te then-csstingsteauats payable process was corpltety manwal ard requred approximately 17 trackers toe veered ta foe ‘ata calation whieh was 2 effet and 3 time sansuming activi { atsition,theresnlaion mains tat nee to te sent for ineoites reiting further information from the business or procurement section were ‘iit to tach These meee te ent 3 ty ‘basis a increased the number af problematic Invoices (f)temenousy within theergarizaion ‘eas impacting the business tignifcsatly. Both these sues were proving to be Wottenecks In achieving nigher rests in terms of peositablity ‘aswell as resource vilzation,The Approach ‘hallenge 9: For the RAM case Accenture identifi the Donte neeks seh a the depieiaian runs were staggered by sompany sode tv avoid sin on system resources. In ndition, ety in ‘communication a a lack of exthanging reat- ‘ime nfrmation with crowded activities around ‘the losing period were identified. Orbe issues send ined hgh oad tasks cresting sytem ‘consults, lack of» common repository of reports and information, and cea responsibilty and scat mntices, hatege 2: forthe accouns payable res Accenture cone ducted 3 toro! ease sass spect to ‘is process andthe way peated Asa ut ‘isan, cere Mees the hurdles and recognaedreuiements thigh he need 7 ‘one sonst epson fal the rockers hat ree 1 err for at ena. adaon, ‘the etd fave an automate malig stmt ‘inform the resolution status was highligisied. The solution an ere fetares suchas aces ty 0 geographies, etme stem pastes 8 story og and epg and arf enabled promised 4 050 greet rection nanan rela tire The Results ‘Some wnique facts about these sation: ‘Duc ta the acquisition and their various ERP an Legacy spstems, the company was elsing ‘the book of acon by WD, This as eiremsy halenging to reduce the tie ana integrate ‘multiple systems. This was adresse succes, Tie Focused anabsis helped identify the hey, vers casing the delay in opertions. sucha scheduling a ching Of ets. A wehbe {og capturing all the activities and sats anne was provided, which was develope forthe Fst time by Aecenture ‘It provide cenit repastoy of information ‘bin is naw the comesione ofthe orgrizatio’s cove process it reduted the clot cil time from ‘an hour to 10 minates and overall month end ose from 11840 to 6H: {The fst an longest running FRA outsourcing rangement it ieveloped a multi-client enter ‘at was miorated to a common SAP platform smoathly We received a CSAT perfect sore of seven teen the business unit fr resolving Beir accounts payable issueThe Impact ‘Challenge 1s or the RM sue. Accenture developed the portal. ‘Wad Cas Close (WCC), that Fate ate ease _atviticsin a chronological anc Inadition, the users would eta veastime status of ther evening elsetelatd ett. The personel ‘responsible for closure were required to updote the status on compieuan 35 opposed to unclear ‘esponaity any exesation mbes Inthe arler precede ‘Oveal is implementation resulta in eresting 2 repository of alt escalation myvices plicit, ‘an prbeecues 90 the porta. provides an online possword-prtected sign-off ‘0 fnaecals by cuewelers Bue to all these features the close eycle time reduced by 45 (rent ae the cos vesueed fom TWD 1 60. Challenge 2: ‘Asa resi of lementng the Poot socio te rabtematie invoices reduced by 88 pereem, ahd ‘85 percent reduction in aging renter than SOdays ‘was achieve The average resolution time was, redaced fm 5299s 0:24 Gas, and hepesh eases reduced from 200 1 90, ‘low is 3 grapieal representation af the positive ‘mat ofthe Pool solution onthe peoblematic ‘oes coum Month ‘Asa ul of these Sluts Mecenturs ctor tion ‘ith the company has. gtown malik ove he years. ‘The company and Accenture began thei GPO ation Fi in 19}, and thas been growing and evolving with extended contracts Accenture has ber prvi ‘ontinyedsolvions that cater tn the organization's requirements an eyond with curently $76 FTE ers a eves centers rar“Accenture understands what our objectives are, and they do a very good job of aligning their objectives with us. | don’t think it would have been possible to manage costs as we have and to grow simultaneously without the assistance of an outsourcing provider.” —The Client Accounting Service ManagerThe Procurement BPO Story eo er ay ee ee Sate ee een million purchase orders/invoices annually, manages more than ates rete ees Dee eee eT ee Cee ea a caren Se er eee ere in the camplex’and rapidly evolvig labal marketplace. In billing Cee ee ee es pore eer eet eee a occa cae * Source and contract-manage more than $3 Dr Ce rue ee Se aie! foo Se RR tar Si amie Cee ee ans De ee ene eG Oe ee ee eos) Tener rons cae ee | ee ee edFill Suite of Capabilities ‘Using deep sourcing experts, an intustraized global deSivery moclel ania leading-edge procure Procurement BPO Services peav jracaremtent sotatian. utlity salution, Accemtuee fe 3 high-quality, results-oriented ‘Sourcing aod Category Management services produce significant savings through strateaic sourcing projects and drive long-term ‘compliance, end-to-end category strategies, supplier, ape demand ‘Sourcina support services pladuct insight to specific sourcing ‘opportunities nd market trends through spend and market analysis ‘and provides efficient shared services such as e-auctons andl spot buys Procurement Operations provide day-to-day operational procurement processing fram monitoring and recantation ofthe procurement ata ‘accounts paybie processes-and ather activities such as maintenance ‘of supplier data and eotzlog contentAccenture Procurement Clients = No, of Clients n Se a yor 9397001 qos * 2004+ 7005 008 | 0c? 20GB * 2009 + 201 "ON 2,‘Client Credentials ‘Accenture BPO procurement serves cover day-to-day operational procurement processing that includes monitoring and reconciliation ‘of the procurement and accounts payable processes a wall 5 activities such as maintenance of supper data and catalog content. ‘Outsourced procurement services have helped to reduce processing time, reduce casts through vendor self-help capabilities, provide end-to-end source to pay transaction pracessing facilitate electronic ‘approval routing, and increase spend compliance and transparency, Following s a business case f a leading global bank that has ‘outsourced its procurement services to Accenture. The solution provided is blend of strategie sourcing, order management and ‘accounts payable services. nValue Levers Business Outcomes 2ee Background ArT eet ee ee) ca cee ene er) Pee ee ed ee ete a eee ers Dr ee eae hae Boverdatted et eis aThe Business Challenge Rapid growth through a ustined,agqreite Thechent nti thet one aca fp for sinplifcation, Given thal the scope ard compen ofthis _aquisitions go orto 2007 had aserious — stanfaricaon and improvement was prosTemen. Ousouroing arrangement was unprecedented in effect on the clea’ procurement apeetions. With approvimately four milion procurement the Industy the choice af outenuring parte Neyatve effets included highy decentraled transection: spread acres nearly 200 diferent wis-riical After valuing several eptons, unceasing, ibe tandansizaan of design business areas each year, the bank wantedto gain apd Fgorous evaluation of lating providers, spesifentions, seam procurement transparency, gleter contol ver its aneual expenditures Tas the cent eletes Accenture to ball the new Siitedavoaabilty of management information, 0, the bank inew Meee ta sreamine and procurement platform from seratch and manage and almost no abn to leverage bulk buying everagets vendorsmareefecivey, generate the solution for seven yeas power more useable mangement information Yo ore ‘better decision teaking. a estaliah an end-i~ ‘The main business challenges and drivers were: end purchasing management process thats & ‘suppomes by leading-edge tebmalogies. Outsourcing was atractive for several reasons 2-apprvals process ineiting ts ability to diver quik ests. +The comand was fragmented enrages mabe: ation outsourcig would allow the client to of vendors ‘share inks, reduce cost, access leading practices, “Procurement prsties eves the operating com- snd gub expensive nev teehnslngy investments ani and gconrapic locators was incorsinent «The purchase tramction processing cast wat high +The purhase-t- pay proceses were dsointsd— ‘saurcng order management 2g aecuints iyable wor wes done islabon aThe Approach ‘Accenture rebuilt plocurement solutions based ‘on SAP software and reengineered procurement processes, ‘he intial analytes were based an a steayOF the foviwing = Fracess compliance by te cent ‘The potential to transform to “-inwoicng” ina phased manner ‘The “citical to basness vs “number af ans actions" for reesoronboarting The patemial for sellin savings by making arb payments {none to provide a seamless high-end slvtion, ‘Acceecure eontnuousiy ewes all aspects af the solution-teehnsiogy, processes, and pple 8 per rcquirenents set out inthe putsowing contract Based on an anafsis of the cent’ challenges, the top level prozurement transformatian goal ‘fined ae shown belo, ie Anatitics an technlégy continue to ay a fundamental role i transforming the procurement process forthe lie. %The Results The comprehensive procurement salition which impacts 72,000 cert employees in 75 countries. shite the requisitioning, taetiessaureng, purchase der processing, voice processing ‘and payment Functions to Accenture. Te compl procurement sation wins. delivered ln tee phases oer a seveneyear peti. There Were 300 rales in scope, with transtion to. 200 Aecentre employees in thee serice deivery ‘centers (Bratislava, Dalian, and Bangslor, oe 100 FES i ia, three mar regions covering all ime zones. The solutinn ws implemented in three phases: + Phat 1: Transition and Stabila + Prove 2: Transformation: ‘Prose 3: Ongoing Management apa Continanus Innovation Fa In Phase 1, the Ream transitioned the bank's core ‘SAP rocutement processing platform. eumeraus Supporting sppliestions an 2 functons|respons- bites to Acseniur's onsite and afte tesourees, Accenture so responsibe For managing he relationship with SAP. {In Phase 2, Accenture plstformed the bar's ‘procurement slutions it techn@lagies from SA ‘and ater providers an reengineered procurement races aro the ongarization, Besning with ‘the mote impartant lent lestions. Inaction to meeting brad ange of core reguies ment, ecenture demanstated a commitment bul a significant outsarcina business in the area of procurement, 2 collaborative approach te working with cents, and proves record of ‘combining I expats, sirategy, and execution to drive high performanceThe Impact ‘Accenture no fares the bars eotie procure {0¥pay racesson an ongoing basis for he remainder ofthe seven-year contrac. ‘Accenture success tratoned al components ‘of the serie and continues to cver a igh performance serie. By providing state-of-the fan syste, tots and processes to manage the tient’ entire procur-to-pay process, Aetentore ‘sontinues toenail the bank to foes on its core competencies mate wiser procurement deisions, and better control its procurement expenses. ‘After an inal period of transition, the operations Iaverow stained The bank maw meeting ‘tient Sits consistent. They have exceptional omthvend ar! year-end processing ar Nave received goa feeabsci em the ent. Tee, Rectture ery Center Network pest in Bratsiw [Skowakia, Bapgatre lel and Dalian (China) manage proewrement opertins forthe «Hes continent Evrepcar US and UK, and ‘ea Pacific operations, vespecivey, The three centers are + Beatie, Sovak, or the bank continental European operations * Bangalore: li, forthe banks US and UK: operations ‘Dian, China, forthe bank's East Asin and Asia Paifc operations The client hos reported sgnticnen savings in every thus taking a rite step ois path igh pesfornance, Aga teal of the soliton implemented the lent reported significant savings in deivery. Tevcsiinve to meet the impartant objectives ond ‘cover cial milestones the elicnt has extended its parnersip-with Accenture to 13-year ina ‘ery impareant ourey toward high pecfmance. ”New York eens oor Frankfurt Onshare Sourcing Team London Onshore Sourcing Teamn=2 FTE _— Bareelona/Buenos Aires ABMIADMMest=23 Fr Singapore. Orshate Souting ns DE for United Kingdorh and United States“Procurement autsourcing is an industry game= changer, It is inevitable that CPOs will have to go down this path. There will be a tidal wave of activity and you need to get in early, as we did, to get the most value.” —The Client Global Head of Sourcing and Corporate Real Estate Longest-running Comprehensive Procurement BPO Contract in the IndustryCO The HR BPO Story Coen eee i eee et Pa ee ee aad De oe es ee ee ee eer ee ee Se gee ee Ce ee ee een ioe eee ety eno tad ea becoming talent-pourered organizations Te ec te) Deere Cee ee) ete cea eee a Cee eter ronth by optimizing tele workforce perfareance and productivity, Mca hcucdie dase chec digi od ce ean eae 0 Ae eee aay Ce ee ete cd helps clients achieve HR operating cost savings, total workforce cost savings, and workforce performance and business imorovemenis, Ne ee een ee Cee ere workforce reporting, and core HR administration.‘Our comprehensive HR BPO capabilities enable our clients to improve their cost structure, reduce cycle times, improve compliance, and make faster data-driven decisions. FsAHRS iss + Winner af 2011 GEO Exrelenee in Ovtsoureing~Innavation “+ Ranked in the leadership position in 2010 and 2011=Gartner Mage Quadiant “Winner of 2010 SSON Awards—-Most Stestegie Relationship Best Mature Gutsoureed Services Delivery «Winner of 2011 Outsaurcing Excellence AwanlsRest Global Services and Business. ransformation “+ Renked No, 1 in market shore for the years 2008 to 2010—Horses for Saurees *+ Rented in the leadership position and named 3 Star Peeformer in 2010 and 2011-Leader & Sta Performer Accentuce’s integrated services addvess elias’ business strategies, drive tatent acquisition and development, and support the entire ‘employee lifecycle fron recruitment through to retiement, Accentire ‘rings heightened rigor to HR processes, emphasizing business metres, talent management and highly effective HR and learning operations, (ur industrialized models tollaved to chiens’ specific business requirements. Quy platform offers functional depth and beadth an the fealty to integrate with a wide array of HR apglications. And because our services are highty industrialized, they can be delivered inva modular way—providing everything fram specific components of LR services to a comprehensive, endstosend solution. Facts about Accenture HR Services: ‘Acctnture provides HR and learning services to nearly 50 eflents, reaching about 1.5 million people wesioce Within HR BPO, Accenture: + Manages pecformance and jrogressin for more thaa 128,000 lent employees + Drecty manages payroll for aver 780,000 employees wach month + Administers compensation for eeatly 250,000 positions per year ‘*Riesolies more than twa million contact center calls per year + Aaminstrs more than ane milion warkforce data ranssetions cach yearStore Recruiting Services ‘This solution focuses on streaenining the highsvolure store recruitment [bracess by improving the use of prefictive candidate assessments, ‘deploying autamation and sefxervice, and removing administrative recruitment activities from the store. Additionally, the services can ‘extend to improve retention thraugh training and angoing support of ‘emplayee communications. Benefits for stores: = Reduce time t fil and Hime to competence by streamlining the recruitment process = Leverage technology to assessfeank candidates rior to store involvement * Outsource (and offshore recruitment administrative tasks = Significantly reduce store management time spent on recruitment setivities ' Improve communication (and onbaarding complcance) with new ‘employees 10 help reduce attrition Benefits for corporate: * Provide enhanced reportinglanalytie capabilities + Improve candidate tracking for compliance reporting + Improve averall return an investmenton recruitment investments Aenefits for candidates: * Provide a feat ob preview before application * Create multi-tiered assessments based on jabs * improve communications to increase retention + Automaiefimprove the ontoarding process 2A track record in HR'BPO evidenced by expanding client relationships and contract renewals. v996 1989 7000 700120022003 7004 | 7005 TOG 200F ©2008 «AUS 2010 Hoke eins i teed eats Fecatia tageI Background Dee eee ened Re or char chee eee eeu See Dee a eo ce Cee ee | Wer and a fast-growing company, the company has Faced two maga Fe ee ea ae eerie ‘companies in emerging markets and brutal brand competition. InThe Business Challenge ‘The company recognized the need to rationalize costs and trarsfonm tet into a leaner global ‘mtg Ta meet hs requirement, the com Inueched a large-scale transformation program ‘ha aired: + Simply the enanization «Establish a single, converged IT platform + Stcartine operations across Food, home, atl personal cate duisions + Stardarae business procesies across lf its operations 1 Thousands of HA resources in 93. counivies ‘mere resposite for administering HR services for the company’s employes round the Word Platforrs were non-standandatd aed sevice ‘elvery mas often inconsistent a inefficient. In order to improve ts, the company deesed to outsource a brond range of activities from recruitient ta payroll procesing 10 performance management=ta improve the commistency, effectiveness. and efficiency of its HR sence elivery The Approach Accenture vilizes a “Global Markt Mode!" fo ‘esignate the countries to which Accenture roves ful sop services Sevies ar deere based on th bsitess case aod the mrablity of retained or fhirt-paty providers. Accenture igs stands too technologies and processes ‘crm service deve. The Fllowing approach was flowed to deal wih the busines challenges: Transform += Harmonize poliyfpocesses ‘nplement new servic delivery mas “= Manage change program Liberate HR. *liotify care HR capbllay NR to focus on managing in-house talent Improve Technoloay * Taratormed and standardizes PeopleSoft 20) ‘Design tongue ESS/ISS portals = Manage testinaléeplonment of tok and applicationsThe Results ‘The lent engaged Accenture in a stven-year ‘business process outsourcing dal, fr the provision ‘af trast range of HR, Leaming and Procurement services. The aim was fo optic and sisatline {he procurement of thintpar services, across 2,000 vendor contrat, using mutinle systems ‘and processes, The services procured covered \Wackorce Administration, Learning and Supniy ‘Chain ant neue complex eategores wich 35 ‘benefits atinsration exit services, cotingens ad permanent, and general a professonal silt. The outsourcing cam delved a single, global performance management capability he tary resigned, standard, streamline, and automated ‘the gba enl-to-end processes Accenture mnians ont, aod supports the technoioy platform, completly integrated withthe ees core HR imanagernent system. Tevet the techies iirstritune For the Ree HR capobiltic, the outsourcing team focused on ‘elvcring asnale glabal instance forts core HR management stem. The centerpiece ofthe ition Involve extending the clen's enterprise resarce planning patform-=Oraces PeopleSoft Enterprise aman Capital Moaiagement-ta a major county ‘operators The team cared outa numberof system ennancements, uit ew laa Tupetionaity and pplication Motingeapabites, and developed an indavrialived-devery model for CR 1, ‘Anvimmporiant Ect ofthis solution was “salabity™ (ofthe comractin tems ofthe umber of countries ‘he tranefomed withthe new solution, The salvtion wacked to 10 counties acess the ghbe and affected glob HA Services in 20 Languages stourd the wor took more than two year 89 Implement ad transition the new solution, ”The Impact ‘The cient’ soba! team ofemployeests one af the ‘company's most distinctive asses. The enhances uman ressurees capability sna undeeying HR ‘echoelogy inatrusture help ensure that its ‘workforce has the support ané tools needed ‘optimize peasuetvity nna performance, ‘wit its new technic! infrastretuc, the tient bas heen ble to: “limgrove the quality, onsisteecy exibilty, and scat of lobal services ‘Improve the eFseney and effectiveness of HR service delivery ‘neces 9 singe and content version oF HR data ‘Reduce eonts of HR amination and delivery The new gl performance management apabiity provides: ‘Enhances developmem plsming aed performance seston capabiies ‘Reduced complesty ty stantarizing pots, proreses, forms, and tring loproved efiiensy With Accenture's hel, the company hos created ® global earning service that ffersa consistent, cori general si nd eae cram toemplovees nore 100 coves Tota thit-pay savings af aver $116 rill achieved aver a five- Year period for purchased HA and earing services.HR vision: "To be leaders in how people drive business performance” Before After HR Transformation"This deal allows us to create a simpler, more agile European IT function to better support the company’s growth agenda.” —The Client Chief Information Officer “Our selection of Accenture HR Services hinged on meeting the operational people and knowing they had the depth to deliver, rather than just a wild set of aspirations." —The Client Senior Vice President “Accenture's streamlined course curriculum, high-quality course content and industrialized end-to-end delivery capabilities are helping improve our workforce performance and productivity: That ultimately contributes to revenue growth." —The Client Chief Human Resources Officer‘ e Ce ted Su marvin Aaa Re Ra Lae aa be‘Full Suite of SCM Functions * incorporating a unique combination of marieeasingconstng, technology and outsourcing capabilities, ASCS provides high-quality, sesultorented supply chain solutions across nasties, geograpies and technologies "ASCS operates aces core SCM futons to iebpove service levels and profitability by reducing the warking capital, material spend, and operational eats “*ASCS Planning Services imprave performance of clients’ demand and supply planning functions, align the with market dymamies, and detiver increased profitability and reduced warking capital ‘The ASCS Owect Saurcng and Procurement function offers ents ‘an enii-to~end source-to-pay service ant helps reduce material Spend and procurement operations cost “ASCS Fulslmet Services adaesesimproversent appetites in a client's global delivery network at the strategic, tactical and ‘operations level, resting in reduced sistibution an operating costs while increasing customer satisfaction "The ASCS Service Management offering Foruses on heping tients improve service levels, reduce the cost of their returns, and repair supply chain an end-to-end spare pats services ‘+ Acechture hnas successfully provided unique end complex SCM solutions oa retail giant i» Canada ‘Ascent also helps retailers through Inventory Planning & Replenishment Services (IPAS). PRS can help imprave planning ‘performance, ierease the Bbilty to foéus 6m the ear, lower cost ‘operations, shorten time to value, and enhance critical [Retailers that benefit from IPRS include those that expeess| ‘concerns regarding: * Poor service level (OC or she) performance + Large variation in seasonal “instock” performance * High inventory and unmanageable excess inventory levels “Current repknishment operations are experisive ‘higher than 10 percent attrition in replenishment “High erar rate in PO managernent-and stare distribution * Poor verge managementfiniound fil rates “Dysfunctional supply chain and merchent relationships ‘Imai to measure Key Replenishment Performance Insieators KAP + Strategic in nature/bieeding edge thought leadership ‘allowing i 2 business case of the client, which is Accenture’s| ‘wiggest ASCS contract ta ate.PescaThe Business Challenge Whi cost was an important consideration in provider section, the ats 10 emprove performance ws the ents main entenan, The cents vce president of replenishment aplane. “Outsourcing ws more about service to our customers than eat com reduc, The wutsmurcing modes obviowsy woven oterialy to save ws money. but it wast ‘ur prime matvation” “6 The grocery retailer outsourced the replenishment for or $1 bition wort of general mechadie to Aacenure verze o's proven supphy chai expert ard its wilingness to expand that expertise to eacn aout the peeulaties ofthe client's business model The vce presitentof replenishment explained, “Nor yer retailers the same, Wee not al cut from the same bot of cloth. Each one has a speci ‘parating model, We have cilferent strategies; och ‘9 fs unique far cach eetalec? The Approach ‘Accenture applied its domain expertise and ‘analytics copabites to ep the etaler ‘enieve high performance: The client. and Accenture frst selected the ight HPs that ‘mattered most to the cent: stock fil rate and Inventory level, The soe fil rate—sefined 3: te percentage of renestd stack lied a the ‘etal siore=equired fous. Te inventory level-the amount of inventay in warehoutes and distbution emers~was deemed as 19 high and tying up precous capita ‘ecenture realized thatthe len’ forecasting too required inprowement ax wel being ‘era year away fom a leading proctice to! Implementation, Aecenture asa built a custors forecasting tol hat use logic to forecast later year-round and reason proguets. For improved product management, Accenture abo twit anaitc tools, which generated ata that ‘teauid use with the tent te redesign sine acess. The vice president of eperishment ‘summarizes the analytes process:On the planing 6, management and finan sl the way from the intial eategory strategy to getting the p ‘supply eh ‘moving throug the Seer Cal Sen SN a See + Seasonal Planning Too! (SPAT)The Results ‘Aecenture aldo helped the lent increase the ‘Sstribution center stack fk rate igiicatly ueyord iustry norms) and improved inventory surrency. Processes were alsa improved, whith ea {oles rework and impraed effxiency an adnerence otimelines ever of secessfulimrentary management: 0The Impact Chen ads utsie of general merchandise replenishment are impressed with centre's salt tools-ad apie, an frequently ‘tt ts advice on thelr replenishment sues The lent as plans to se Accenture’ analytic tots In ober pats of its business. Arsording tothe ascamnt excite, “The business cients recognee ‘hat were preity good 9 lapis an supe chain in general a because ofthat testing relationship, my silent has ether leads that come tome and pee help hey ast, "How ae you petting tata? Mow are yo desting wih this pe of fisue? Fm stark OF course, we hel them whenever we xan”Accenture Supply Chain Services is newer, but it is growing quickly to define this new market ahead of our competition. 204 ‘an emerging sucess Story rs 8 3 ate em Carey ogo oS 6 len maragtremse 15 }“earent rego US Su a marae ein + Conte mtn an en es * Stevo st ut Acct “AME Tp 2° ft by 2018 Sarat No, of Glents 10 5 wa - ian, 28 2007 7008 3008 2010 on nd Investments ~z x a aA A A A A A teens ee ee Seon Serco eal Somer eee teenies) tet ee oan en ieanicaiban = Soe = tc = th sThe Marketing BPO Story Ce a net a Se ee cece) Deeg car ee a See ee ee eee ee ee eet DS e e e eecad insights and optimize marketing spend, Examples ofthe results we've Cee ee ere ea satisaetion, doubled campaign response rates, ad 2 40 percen abr Oe acer ee) APO is based on extensive marketing knowledge (spanning our Some cron gat Mn Se ee ere ees Ce Dee cco aad See ta Sere ene ioe Meetcg eet) eee ee ee million savings from use of global standardized sourcing Te ieee Bre ee ees Cee aCe ct ‘Acééhture Marketing PO Sefvices enables customer growth, dives Gosh arcoFull Scope of Services '* Managing intemal and external wigital production and operations * Devetoning compelling, eusable content ard managing it acress ‘mltighe channels = Creating digital and traditional marketing programs that span ‘multiple countries “Managing and executing comple, glabal marketing campaigns Including building mierasites in numerous languages and Launching ‘them simultaneously ‘Performing market testing and running pilots far conceptual ‘marketing campaigns to gain Insights into performance ' Applying analytes to customer data to identify new market segments and customer acquisition targets ' Providing detades performance insights through customized reparts, including recommendations for future marketing optimization and growthee Background Roe eae eos Se i een Sect tet) Cae ee ee Pn et ene eed eee eneThe Business Challenge ‘8y managing the impmentation of PAGS ‘commercial services consisenty across the ‘globe. Accentire Marketing BPO Series is balping the company achieve high performance ‘hrough increased sped to market wih products ‘that mee consumer expectations Going fir beyors ‘rational, ransactioal bockooice BPO, our Anowiedge professionals pronde higher value Eudgment-bose, ant-ofce commercial senies ‘These professional have dsirctve sil sets wits ‘trong marketing sales and baring expe tence. ‘They war realy with PRG brand managers ani business partners mang project pans and ‘aking decions. ‘Accenture provides PAG with the flloning commeria services: + Inerstive production management to suport igh 1 Project manggerent series to support the sentie organization content services to support e-mails ‘scantent services to develop traning sicuments in tater, eens nay ‘These tured dees are rnportant for PR becouse they enable itt simpy and streamline global peo ‘ests With higher quay at reduced prices, wile ‘cling it inrease speed and ply in gting wrod to consumers To cary ut te activities relate these sence, Accenture has applied 3 bybrid onshore) ‘offshore debvery rode ai supporting PRS in about 20 languages in eumerous locations around the wari throagh is Gob] Datvery Network. Daron Frat, sisoiate diecton-Business Process Services, P86 Glabal Busnes Services, sj "Were partnering with Accenture o these ‘summerial services because rarer one, “Accenture has equity 35 wel a 3 track Fors in Selveing managed services with grest quay and scale Two, they understand our busines, understand our business processes Number he, the ate wing to co: inves an caine with tin these spaces as thes ae business processes, tha are not traditional 8PO-1keprocesies”The Approach/The Results The fist commensal sence tat Accenture created with P&S was interactive production ranagement, with the goa of sunehing and sranaging al tal maretingcmpigs moved the globe Bringing a high evel of talent na sesied model, our experence interactive ‘ais working rest with PBG's brands ae versing agencis to provide stanaried eject managemant and reapplistion of proven ocesses around the word This solution as alomed P86 to cabin glaaly consistent marketing caps that cn grow ta support sor brand tears ver time Staring with 44 ands, the service now covers more than 30 percent of al PEG brands eantinues to grow. ‘Accenture alo wosked with PRG to createa vital solutions capaity to eveop cutting-edge 3D store environments that help PG eolzboate with their ‘etal partners and optimize product placement. ‘Accenture now manages PAG’ large-scale vial esi sttio, ging consumers the abit o provide ‘Feedback on product packaging and placement in ‘al time thas helped 780 significanty reduce time to market by identifying potential issues and ‘opportunities cari in the design process wile Improving its atility tomate informed packaging nd shelf placement decisions quicker tnd more ‘ost effectively, Virtual solutions ave enabled P86 to suengthen connections with consumers by roving the right praduet atthe right time inthe tight lncation as wellas enhance PRG's relationship with eters, resulting in stronger, corsumer= Aecused partnerships Reducing the eed or piel smock-upsby digitizing the process alo supports 86's sustainability objectives “Tre scene team is also helping PRG deploy | centraliced repository to store c-conteit which inelstibutes for use on PAG e-retier sites ‘Acconture now manages this marking content for P&G alobally~improvng sped to markt by using prosetive content loa processes and ‘enabling the sient to pend the time needed to ‘build eationships with e-retalers and increase ‘online growth and revenue. Having all e-commerce ‘conten aailabe atone central repository aso reduces rework, Increases reuse of aes, ad gets the Latest content to eres faster ‘ensuring P&G consumers around the merld «an ‘view and buy its products oni.The Impact Accenture’ commenia! tvies solutions have Pelpec:P&G simpy and streamline project imuanagement and respllestion af improves processes aroun the wari Whats mor, hey are being P&G achiee high performance by increasing ‘ts agli and speed tomarte in inesng products shat meet cvstomer capectations By having Acenture sssumse responsiblity for ‘management and delivery of ts wirtual solutions, PG was alc able to strengthen its vituaraton ‘apatites aswell as-enhance profs design and placement, dre more revenue an6 improve ‘happen’ in-store epariences. The virtualization. efforts have alo fred up valable employee work time, allowing for increased focus on innovation And on delivering prosuts Marta Ftc, PRs vice president of Business Unis and Market Development Organization, ai, “As we continue ta grow curcepablities, we're contiing to oat forthe right partners that are ‘ing to being those inoative solutions an help us bring eal. Ane Arcemture i es one cf thoes partner? e“By turning to Accenture to lead our interactive production manager functions, we're better able to manage our increasingly important and complex digital marketing activities. Together with Accenture, we have standardized and integrated our approach. We've gained effi- ciencies and reduced costs. In short, we've become smarter when it comes to delivering the marketing services." =The Director, Consumer Solutions at P&G “Virtualization...technologies allow us to show retailers virtual instore displays for half the cost and less than half the time required for physical shelf designs, Computer modeling and simulation saved us about 17 years of design time in the last year alone. At the end of the day, we are all about creating products and experiences that delight our consumers. Virtual solutions help us todo just that. By successfully transitioning—and now managing—our virtual services end-to end, Accenture has become an innovation partner and an integral contributor to our long-term success.” —The Former Chairman and CEO at P&G“We're already seeing the benefits of digitization. We are increasingly making business decisions faster and more collaboratively with real-time data, We're using virtual reality technologies to reduce cost and increase the speed of innovation. ‘We are reducing the number of physical product mock-ups created for new product initiatives. Virtual shelving and displays are simplifying the ‘way we test our brands with top customers, and new product modeling tools are improving our engineering and design productivity.” —The Current Chairman, President and CEO at P&GSnapshots of our centers and peopleeee About Accenture Accenture isa global management consciting, technology services Su cea eee Se ee oe ed functions, and extensive research on the world’s most Cee ee ec eases high-performance businesses and governments. The company eee stot ea ete ea as uecessful Pea August 31, Cai ie Ne EL Cea ee) Se ene cs