BUSINESS TRANSFORMATION THROUGH SHARED SERVICES AND OUTSOURCING

www.ChazeyPartners.com

ABOUT CHAZEY PARTNERS Chazey Partners is a practitioners-led global management advisory business. We bring together a unique wealth of experience, empowering our clients to strive for world class excellence through Business Transformation, Shared Services & Outsourcing, Technology Enablement, Process Enhancement and Corporate Strategy Optimization. We pride ourselves in having built, operated and turned

around some of the world’s most highly commended and ground-breaking Shared Services Organizations, and for implementing many highly successful multisourced delivery solutions. Our experience covers both Private and Public Sectors, providing expertise in a wide spectrum of business functions, including Finance, HR, IT and Procurement.

“Chazey Partners was instrumental in helping the Government of New Brunswick to create, through a truly transformational process, the New Brunswick Internal Services Agency – a shared services agency providing payroll, accounts payable, information technology and other back-office services to Government. Chazey’s coaching and approach to knowledge transfer empowered our own employees and resources to focus their skills and efforts on transforming ideas into action, inefficiencies into cost savings and duplication into well-documented, streamlined, value-added processes. Their experience and expertise in shared services provided us with the confidence to surmount countless challenges that are inherent in the implementation of what was such a monumental task. As a result, the Agency has not only generated cost savings but has introduced significant efficiencies and opportunities for further value added functionality, which will benefit the province for years to come.”

LEVERAGE OUR EXPERIENCE FOR YOUR SUCCESS...

Louise Lemon Former President, the New Brunswick Internal Services Agency (NBISA) & Deputy Minister, Department of Supply and Services The Government of New Brunswick (Canada) [New Brunswick is one of Canada’s three Maritime Provinces with a population of 750,000]

TRANSFORMING YOUR OPERATIONS THROUGH SHARED SERVICES

“The value Chazey Partners brought to the project was extremely important. They provided guidance, expertise, know-how, and a proven methodology, allowing us to focus our resources on executing the project plan and on the best end result. Chazey helped guide us through a challenging transition while up-skilling our own team based on their expertise.” Matt Cagwin Vice President – Strategic Finance Initiatives Coca-Cola Enterprises (Coca-Cola Enterprises is one of the world’s largest Coca-Cola bottlers operating in eight territories in Western Europe)

SAP’s Head of Global Shared Services division commends Chazey Partners for their Shared Services expertise during Coca-Cola Hellenic’s services delivery transformation Shared Services & Outsourcing For several decades now, Shared Services has proven to be one of the most effective ways of improving organisational efficiency and effectiveness. Over this period, the model has become more sophisticated. Chazey Partners focuses on the unique environment within each organisation, offering impartial sourcing advice and support to ensure the best solutions for your organisation are found. Our approach is based on matching your key internal resources to our project team, thereby facilitating knowledge transfer to your team. This helps you to become selfsufficient whilst also stabilising and sustaining the new Shared Services Organisation.

Technology Enablement While much of the attention and effort associated with a Shared Services initiative must necessarily focus on people and process, technology is a significant enabler. Chazey Partners is frequently involved in implementing and optimising ERP and other technology solutions to maximise a client’s return on investment. Our overall focus, however, is on the needs of the organisation, and on delivering holistic value.

Process Enhancement Our unique DIAGNOSTIC methodology and LEAN Six Sigma expertise position us well to co-pilot or partner with you to create sustainable process transformation. As part of our initial review, we analyse current “as is” processes to evaluate their effectiveness, and look for opportunities for improvement, which are both achievable and sustainable.

Business Performance Advisory Our extensive experience in both private and public sectors means that we have worked with many functional leaders to address their most pressing challenges - supporting transformation, boosting performance, improving accountability and reducing cost. We provide strategy, assessment and optimisation solutions to help you identify where to make improvements; we recommend actions; and we help you implement those recommendations.

“Coca-Cola Hellenic (CCH) is nearing the end of a four-year transition to a multifunctional Shared Services Organisation, a project supported across two distinct phases by Chazey Partners and SAP. Based in Sofia, Bulgaria, the new, 350-strong Business Services Organisation (BSO) is providing integrated Finance and HR services to 21 countries across Western, Central and Eastern Europe. The Finance elements include AP, AR, GL, Fixed Assets, Period End Closing, Treasury and T&E (which was outsourced with the BSO roll-out). The HR elements include Organisational Management, Personnel Administration, Recruitment, Performance Management, Absence Management and Learning & Development. This transformation has benefitted CCH through standardised services delivered to diverse business units in a consistent, user-friendly manner; a “Governance and Service Management Framework”; exceptional productivity efficiencies; a considerable reduction in annual operating cost; selective BPO; and continuous improvement. The rapid deployment schedule called for tight programme management and very effective change management support. The SAP Shared Services Framework (SSF) provided a platform for online communication between the countries and the BSO and end-to-end process automation, while Chazey Partners provided the Shared Services expertise for the strategy, design, change management and implementation. Chazey’s team was invaluable in supporting this project, and we at SAP would highly recommend partnering with them for large-scale transformations of this kind. We look forward to future opportunities to work together again.” Franz Deitering Head of SAP’s Global Shared Services division (Headquartered in Germany, with locations in more than 130 countries, SAP AG is the world leader in enterprise software and software-related services)

SERVICE OFFERINGS “Chazey Partners’ structured approach and step-by-step methodology ensured that the business was engaged in the processes. The team was extremely dedicated and passionate about seeing the project succeed, and for May Gurney to reap the benefits of a well-designed Shared Services model.” Nick Bean Former Director of Shared Services May Gurney (UK) (May Gurney is an infrastructure support services company operating in the public and regulated utility sectors in the UK)

“Chazey’s structured approach and step-by-step methodology ensured a complete analysis of our end-to-end processes in order to identify opportunities for optimisation and simplification. Chazey partnered very well with different levels of our organisation, working as a single team in order to achieve the best solutions. Chazey also brought significant experience and expertise to our operation, challenging our internal view, but in a manner that fully respected our thoughts and business concerns.” Maria del Pilar Guzmán Global Services Centre Corporate Director Belcorp (Colombia) (Headquartered in Peru, Belcorp is a multi-brand international corporation involved in the manufacture and sale of beauty products across North and South America)

SHARED SERVICES EVOLUTION As Shared Services has increasingly delivered on the initial promise of cost savings, improved visibility, control, and process improvements, what is possible today is greater scope and depth of services, including revenueenhancing strategies.

FUNCTIONAL COVERAGE Our end-to-end capability covers a wide range of business functions. Chazey Partners’ functional experts, project leaders and business analysts – together with our tried and tested tools and methodologies – allow us to assess your organisation and its capabilities thoroughly, to develop and roll out a pragmatic transformation design, and to achieve a smooth, tightly integrated implementation.

Finance

HR

IT

Procurement

With decades of experience in Finance Transformation, our people can help you achieve a world-class Finance organisation, leveraging a range of transformation tools and techniques.

Chazey Partners’ strength lies in the intellectual capital brought to the table by hands-on HR practitioners who have delivered real, scalable HR transformation to a wide range of organisations. By collaborating with us and leveraging our experience, you will achieve your transformation goals.

Our IT expertise focuses on global ERP roll out, IT Shared Services & Outsourcing, and IT service delivery structures. By working together closely, we can help you increase IT productivity, reduce IT costs and enhance IT strategic value.

By partnering with you to understand and address your unique Procurement transformation requirements, we will help you implement highly effective Procurement strategies, which balance the requirement for services and enforcement with low cost and control.

OUR ENGAGEMENTS Chazey Partners has helped many organisations across the world to implement Finance, HR, Procurement and Multifunctional Shared Services programmes in order to transform their organisations, and solve some of their toughest challenges.

Why Chazey Partners? Blending more than two decades of experience in projects ranging from Shared Services strategy setting, to structure development, to business case design and implementation, to Shared Services optimisation, Chazey Partners has created a unique diagnostic-based methodology. This allows us to identify critical gaps and strength quotients, as well as feasible opportunities.

1.

Effective Diagnostics & Unique Methodology Chazey Partners uses a range of templates and methodology documents, which can be leveraged by our teams on site and which are fully shared with our clients. Examples include business case templates, workshop planning documents, benchmarking tools, Client Interaction Frameworks, best practice diagnostics, implementation

plans and timelines, and change management guidelines. Each template is adapted to meet a client’s unique requirements. Chazey Partners always endeavours to take a flexible approach, which can be adjusted as needed while still focusing on desired outcomes.

“I found the methodology used by Chazey to be thorough, providing excellent insight to the efficiency, effectiveness and consistency of our processes; helping us understand how our value was perceived by business partners; and highlighting how our organisational structure was hindering us from achieving the level of service required by our growing business.”

Why Chazey Partners?

George Hollinger Vice President and Chief Information Officer Agrium (Canada)

Our solutions are unbiased and personalised, and are coupled with our value enriching thought-leadership. The solutions are designed to liberate budget for your core services, driving highly competitive return on investment and compelling transformation timelines.

(Agrium is a major retail supplier of agricultural products and services and a leading global producer and marketer of agricultural nutrients and industrial products, with a 2013 market capitalisation of US $17 billion and over 15,000 employees)

“Chazey’s team all have a strong background as CFOs or Finance or HR leads in global organisations, and understand the ins and outs of a Shared Services environment. They are familiar with all phases, whether a new launch or a mature operation. That’s the kind of knowledge that even a good consulting team cannot give you. It’s based on real-life experience. In addition, Chazey has access to a wealth of benchmark data based on their own experience across different industries. These best practices proved valuable when analysing which processes to incorporate into our own model.” Manolis Fafalios, Shared Services Transition Director Coca-Cola Hellenic (Switzerland) (Coca-Cola Hellenic Bottling Company is one of the world’s largest bottlers and vendors of products of The Coca-Cola Company)

2.

Independent of Other Providers & Exceptional Project Payback Drawing on a combination of comprehensive experience and functional expertise, Chazey Partners delivers competitively priced services that enable our clients to measurably improve business performance and

achieve sustainable growth. Our solutions are independent of any other providers and are tailored to each client.

Why Chazey Partners? Having “lived and breathed” a great number of projects, we understand what it takes to be successful. Our hands-on approach forms the cornerstone of our practice.

GLOBAL REACH & LOCAL EXPERTISE

world’s leading niche One of the

management consultancy firms specialising in business transformation and Shared Services

Chazey Partners has a proven track record of success in delivering practical and value adding solutions to medium and large companies on an international basis.

We pride ourselves on our tailored and client-centred approach

Operationally delivered and consulted on numerous programmes globally, over the past

Our hands-on

20 years – including

influenced key industry practices in diverse fields across the private sector, as well as the Public Services sector

the US, Canada, Latin America, the UK, Ireland, Continental Europe, India, Singapore, Australia, China, Middle East and Africa

100+ countries has experience in

OUR PUBLIC SECTOR CLIENTS

to transformation implementations and is committed to adding significant value to our clients through a partnership approach.

3.

Hands-On Approach of Seasoned Practitioners

Our philosophy is to partner with our clients to ensure the optimum suitability of the solution and to transfer our knowledge

Chazey people are highly experienced professionals who have led numerous business transformation, technology implementation, and Shared Services projects in the Private and the Public

Services sectors. We understand how to be successful, and are passionate about what we do. We bring this passion, experience and commitment to all of our client engagements.

“The Chazey methodology and knowledge has been very valuable to Bimbo. The team’s approach, experience, passion and commitment to adding value has been fantastic and the partnership approach to working with a range of key internal stakeholders within our organisation was very important during the project. I would highly recommend the Chazey team for any Shared Services Transformation assignment.”

Gabriela Lopez Juarez Global Business Services Director Grupo Bimbo (Mexico) (Grupo Bimbo is one of the largest baking companies in the world with a presence in 19 countries across America, Asia and Europe. It has close to 10,000 products and over 103 prestigious brands)

to their team and ensure that they own the project.

OUR PRIVATE SECTOR CLIENTS

A CASE STUDY IN THE PUBLIC SECTOR A Multifunctional Shared Services: From Business Case to Implementation: The Government of New Brunswick Overview New Brunswick is one of Canada’s three Maritime Provinces with a population of 750,000, supported by a provincial government annual budget of CAD $8 billion.

Business Situation GNB mandated the creation of a Shared Services delivery model, which would allow the provincial government to respond to increasing demographic challenges, improve the management of internal resources, streamline processes and procedures, and realise savings from resulting efficiencies. A small group of GNB employees were hired to form the nucleus of the Internal Services Alignment team (ISA), and was tasked with designing and developing a Shared Services delivery organisation.

Business Outcome Chazey Partners was contracted, and provided the Internal Services Alignment team with three specific deliverables: • Mid-term assessment of ISA progress and approach; • Development of preliminary business cases for Procure-to-Pay, Hire-to-Retire, and IT Services Desk; and • Development of a robust, aggressive and achievable project plan, to include design, build and deployment phases Following the successful outcome and achievement of all deliverables, Chazey Partners was hired for a second, longer term contract with ISA to assess “as is” processes in over 25 departments and central agencies; to develop “to be” processes for the newly formed New Brunswick Internal Services Agency (NBISA); to design associated training materials; and to develop an organisational structure for service delivery.

Realising the Vision through Shared Services

A CASE STUDY IN THE PRIVATE SECTOR Multinational Shared Services: Coca-Cola Hellenic Overview Coca-Cola Hellenic (CCH) is one of the world’s largest bottlers of products of The Coca-Cola Company and the largest based in Europe, with sales of more than 2 billion unit cases, operations in 28 countries, serving a population of approximately 581 million people with net sales in 2012 of € 7 billion.

Business Situation Chazey Partners was engaged initially to undertake a Feasibility Study and develop the Business Plan and subsequently to manage the implementation of a new multifunctional Shared Services Organisation (SSO) referred to as the new Business Services Organisation (BSO), based in Sofia, for Finance and HR for 21 countries across Western, Central and Eastern Europe. The project commenced in 2010 and was split into two main timing phases. Phase 1 was completed in April 2013 and Phase 2 is due for completion in October 2014 (and is on schedule at the time of writing).

Business Outcome This Finance and HR transformation delivered: • A multifunctional SSO for Finance and HR • Standardised services to diverse business units in a consistent, effective and user-friendly manner • Implementation of ‘Governance and Service Management Framework’ • Productivity efficiencies of 44% in Finance and HR • Annual operating cost reduction in Finance and HR of €8M per annum • Selective BPO • Continuous process improvement resulting from effective knowledge transfer

Chazey Partners was contracted, and provided the Internal Services Alignment team with three specific deliverables:

Realising the Vision through Shared Services

This approach led to the introduction of the first Shared Services for Accounts Payable, leveraging the existing Oracle ERP platform, IT Service Desk, Computing Facilities and Payroll & Benefits services for 10,500 employees across 25 GNB Departments.

This project was broken into two key phases covering the transition of Finance and Human Resources processes and activities to a new a captive SSO with a headcount of 360.   The Finance elements included were Accounts Payable, Accounts Receivable, General Ledger, Fixed Assets, Period End Closing, Treasury and T&E (which was outsourced in parallel with the SSO roll-out). The HR elements were Organisational Management, Personnel Administration, Recruitment, Performance Management, Absence Management, Learning & Development and setting up a Centre of Expertise.   The successful transition to a Shared Services for CCH followed a reasoned and rapid deployment schedule, which called for tight programme management and very effective change management. During all stages of this end-to-end Shared Services implementation we guided, challenged and shared our knowledge and experience on how to manage and mitigate risk, from selection of the SSO location to retention of key resources, resulting in the successful outcome.

The following challenges were successfully overcome by the project team: (a) Level of senior management support; (b) Prioritisation of key requirements; (c) Rapid and consistent deployment of services in order to establish the initial operating capability. [Note: For more details, please download the GNB case study at www.chazeypartners.com/GNB.pdf]

[Note: For more details, please download the CCH case study at www.ChazeyPartners.com/CCH.pdf]

We Know What It Takes to Help You Reach Where You Want to Be…

OUR LEADERSHIP

Phil Searle CEO & Founder, Chazey Partners [email protected] Phil has more than 25 years of experience in Finance, Shared Services, Technology and Outsourcing. Prior to his current role, he was Group VP and CFO of Cendant TDS International, responsible for all aspects of Finance across four continents, including Decision Support, Financial Planning & Analysis, and Controllership and Financial, as well as certain HR Shared Services. Prior to Cendant, Phil was VP Finance and Corporate Controller at 3Com Corporation, where he led far reaching organisational, technology, service delivery and business process improvement initiatives resulting in the global roll-out of ERP solutions and Shared Services for Finance, HR, Supply Chain, Logistics and Customer Support. Phil is a Chartered Accountant and has a BA Honours Degree in Economics from the University of Exeter. He is a member of Financial Executives International (FEI).

David O’Sullivan Co-Founder & Partner Chazey Partners [email protected] David O’Sullivan has over 25 years’ experience in driving business change and transformation, at strategic and operational levels, within the private and Public Services sector. He has established and optimised business-critical operations, implemented global ERP applications, and outsourced and offshored other functions. As well as co-founding and building Chazey Partners, David has held a number of top-level roles including COO of a Technology company and Corporate Controller of a global Consumer Goods company. He has also been at the forefront of leading significant global change for companies such as Whirlpool and Thomson Reuters in a number of capacities, including Project Director and Global Head of Shared Services. Since the 1990s, David has both led and driven global business transformation programmes that have realised significant cost, service and control benefits through new operating models in Finance, HR, Procurement, IT and Sales. David is a Chartered Accountant and graduated from Trinity College, Dublin, with a degree in Economics & Political Science.

Emer O’Kelly Regional Director, Europe Chazey Partners [email protected]

Janey Jux Head of Public Services Practice, EMEA Chazey Partners [email protected]

Emer has over 30 years’ experience at a strategic and operational level in driving strategic change, business improvement and transformation across a range of industries. His roles have included European CFO, Finance Director and European Controller as well as International Project Manager for an SAP ERP implementation. He has worked on both sides of the Atlantic and is familiar with North American as well as European requirements and regulations. He is a Chartered Accountant (Ireland) and a member of the Chartered Institute of Marketing (UK)

Janey has 15 years’ experience in a range of change management and organisational redesign positions. Working in both European and Global Service and Manufacturing industries, as well as UK local government, she has managed change programmes on the back of organisational resizing implementations, significantly reducing the cost base, improving working practices and delivering enhanced value for money.

MEET THE TEAM Anirvan Sen Managing Director, Asia, Middle East & Africa Chazey Partners [email protected]

Chas Moore Managing Director, North America (West) Chazey Partners [email protected] Chas has 17 years of experience in business leadership, management and Shared Services implementations. Prior to his current role, he was the Interior Health Business Support Director for Corporate Initiatives, leading Shared Services implementations in the Canadian healthcare sector. Prior to the formation of Interior Health, Chas was the Chief Financial Officer of one of its 18 predecessor organisations, where he led integration and innovation initiatives for the five health authorities that operated in British Columbia’s Cariboo region.

Esteban Carril Managing Director, Latin America Chazey Partners [email protected] Esteban has more than 16 years of Finance, Shared Services and Operations Management experience in different multinational companies. Prior to joining Chazey, he was the Latin America Shared Services Director at EMC Corporation, where he was responsible for establishing and optimising a multi-task Shared Services Centre across the whole region. Before EMC, Esteban was the Latin America Shared Services Director for 3Com, where he led the rollout of SAP across 8 Latin American countries and where he was also responsible for the transformation into a Shared Services model.

Anirvan has 20+ years of extensive experience in Technology, LEAN Six Sigma, Talent Management, Shared Services, and Sales. Prior to his current role, Anirvan had spent 15 years at GE, running global process improvements for Shared Services in Asia, Europe, Middle East, Africa, Latin America and at global headquarters. Before that, Anirvan ran the Quality team for GE’s EMEA Shared Services operations, developing global delivery models for BPO vendors, and initiating Shared Services strategies for Russia/CIS, Middle East, Asia Pacific and Africa. Robert Towle Managing Director, North America (East) Chazey Partners [email protected]

Christina Exarchou Head of HR Practice, EMEA Chazey Partners [email protected]

Robert has over 20 years of experience in Finance, Shared Services and Technology implementations. He has led multiple Shared Services transformation projects and has held a number of roles managing Shared Services in the US, the UK and across India. Prior to his recent assignment, he was the Vice President of Finance for Pinkerton Consulting. Before Pinkerton, Robert was the Vice President of Global Operations Finance for Travelport Limited, with responsibility for managing the company’s Indian Shared Services Centre, global corporate travel, and North American payroll operations.

Christina has over 15 years of experience in senior, front line Human Resources positions with multinational companies. Her roles have included Human Resources Manager for South East Europe, Head of Human Resources for Central Europe Balkans, and Head of Human Resources for Central Eastern Europe. She has managed the HR agenda for the regions under her responsibility, and has established proper entities, policy procedures, and HR Systems, aligning activities under the global standards.

North America | Latin America | Europe | Middle East | Africa | Asia Email: [email protected] | Web: www.chazeypartners.com