Regus Global Shared Service Centre The GSC Rome November 2013.

Regus Global Shared Service Centre

The GSC

Rome November 2013

What does the GSC do for you?

Why do companies build GSCs?

Low costEfficientScalableProcesses

Enable growthDrive down cost

StandardizeCentralizeAutomateLow-Cost locationEliminate

Additional benefits:VisibilityControlMetrics

How do GSCs work well?

Group

Field

GSCSet policyDefine global processes

Apply policy and processes

Transactional workMonitor complianceReport exceptions

Feedback ideas and opportunities

A brief history of the GSC

GSC

2011 2012 2013 2014

March 2011 Kick

off at Stockley

Park

August 2011 first activities migrated

October 2011 Mindy joins as GSC

director

Through 2012 lift ‘n’ shift

continues from Belfast, Dallas and Prague.

Standardisation of migrated

processes starts

Automation opportunities

identified. Work begins on systems

development.

2014 complete migration. Automation

delivery. Policy and process

standardisation.

Where is the GSC?Manila, Philippines

W buildingFinance

NetcubeIT

Why the Philippines?

Fast Facts

• 86,000 tickets / month, 1 million annuallyBilling

• 34,000 invoices / month, 408,000 annuallyAccounts

Payable

• 185,000 cash items / month, 2.2 million annuallyAccounts

Receivable

Accounting • 81,000 journal lines / month, 1 million annually

Challenges 1

Problems with Bills

• They take too long to update• Customers don’t understand

them• Can’t see the amount due

What we are doing• Straight through processing for

OSA, Credit Note, retainer uplift, renewals, name changes etc

• Invoice redesign with statement

• Global service catalogue, standard naming and glossary

Challenges 2

My customer says she has already paid What we are doing

• Automating bank upload and cash matching

• New invoice template• Statement of account on POS• Drive “pull” payment methods

When will he get his retainer back?

What we are doing• Retainer refund automation in

Q1

Challenges 3My supplier has not been paid What we are doing

• Better communication of when the supplier will be paid

• Improved payment authorisation process

• Improved / automated cash management process

We have not had the invoiceWe haven’t processed the invoiceThe invoice is not due for paymentWe haven’t approved the paymentThe money is not there to pay

Challenges 4

Nobody listens to my problems

What we are doing• Escalation matrix on Rspace• Regular reporting and KPIs• Regular forum calls• Training in GSC• Global cultural training – both

ways• Automation will reduce the

need and the “back and forth”Nobody tells me what’s going on

What we aim for

What’s Next

Automation

• ARP• Finance Systems

Standardization• Process• Policy• Efficiency• Removal of non

value work

Control• Review• Analysis• Trending• Policy Adherence• Gap

We all play for the same team?