the 5 hallmarks of operational excellence service in corporate excellence - the human equation 21...
TRANSCRIPT
The 5 Hallmarks of Operational Excellence
Service in Corporate Excellence - The Human Equation21 February 2014
Copyright © 2012 Accenture All rights reserved. 2
Context – The Accenture Business
The 5 Hallmarks of Operational Excellence
Other ingredients for your secret sauce
(aka “The glue that holds it all together”)
Discussion Outline
Setting the Context - Accenture
Copyright © 2014 Accenture All rights reserved. 4
Some facts & figures
• 275,000 employees worldwide
• Over 4,000 clients in more than 120 countries
• We serve 91 of the Fortune Global 100 and more than three-quarters of the Fortune Global 500
• 99 of our top 100 clients have been clients for at least five years
• 91 of our top 100 clients have been clients for at least 10 years
Accenture – the CompanyService in Corporate Excellence - The Human Equation
The 5 Hallmarks of Operational Excellence(aka Structures, HR Systems & Processes)
Copyright © 2014 Accenture All rights reserved. 6
1. Naming the company’s competitive essence
2. Establishing the right structure
3. Out-executing: The path from strategy to action
4. Balancing structure and execution
5. Choosing the right journey
The 5 Hallmarks of Operational Excellence
Service in Corporate Excellence - The Human Equation
Copyright © 2014 Accenture All rights reserved. 7
• What the organization does better internally than any of its competitors, in order to drive value for its customers.
• Simple and clear
• Everyone in the organization understands it
• Is more than a brand image or clever tagline.
• Test = can outsiders sum up the company’s uniqueness
NASA Janitor to JFK:
“I help men get into space”
1. Naming the company’s competitive essence
Service in Corporate Excellence - The Human Equation
Copyright © 2014 Accenture All rights reserved. 8
MissionTo help our clients become high-performance businesses
and governments.
VisionTo become one of the world's leading companies, bringing innovations to improve the way the world works and lives.
1. Naming the company’s competitive essence
Service in Corporate Excellence - The Human Equation
Copyright © 2014 Accenture All rights reserved. 9
1. Naming the company’s competitive essence
Accenture’s is all about Delivering high performance
• Knowing what ‘high performance’ looks like, by industry
• Being able to measure outcomes
• Knowing what to invest in
Singapore = #1
Service in Corporate Excellence - The Human Equation
Copyright © 2014 Accenture All rights reserved. 10
High Performance also = outcomes each client seeks to achieve
1. Naming the company’s competitive essence
PROCESS:
Each engagement defines pathway from
‘Issues to Outcome”
Service in Corporate Excellence - The Human Equation
Copyright © 2014 Accenture All rights reserved. 11
• Driven by what capabilities we need for competitive advantage, where we source these activities, and who should perform them.
• Evolves
2. Establishing the Right Structure
ILLUSTRATIVE
Service in Corporate Excellence - The Human Equation
Copyright © 2014 Accenture All rights reserved. 12
• Anchored in the Core Values of Client Value Creation and One Global Network.
2. Establishing the Right Structure
Service in Corporate Excellence - The Human Equation
Copyright © 2014 Accenture All rights reserved. 13
• Comms
• Media & Entertainment
• High Tech
• Health
• Public Service
2. Establishing the Right Structure
• Banking
• Capital Markets
• Insurance
• CGS• Retail• Life Sciences• Retail• Travel &
Transportation• Logistics &
Freight• Infrastructure
• Energy
• Utilities
• Natural Resources
Communications, Media
& TechnologyFinancialServices
Health & Public Service Products Resources
Accenture Digital
Accenture Strategy
Accenture Technology
Accenture Business Process Outsourcing
Service in Corporate Excellence - The Human Equation
Geography
Copyright © 2014 Accenture All rights reserved. 14
• Two keys for every door – collaboration and influence
• BUT prioritization is ALWAYS around the client
• Our client portfolios are 1 global P/L
• Our capability portfolios ensure we grow deep, specialized and market relevant skills
• Our geographies manage the execution, and drive long-term growth strategies.
2. Establishing the Right Structure
The 3 dimensions of our business come together to govern our business
Service in Corporate Excellence - The Human Equation
Copyright © 2014 Accenture All rights reserved. 15
$26.8b revenues, 275,000 people globally, 1 networked organization.
2. Establishing the Right Structure
Service in Corporate Excellence - The Human Equation
Chairman/CEO – ParisCOO – BrusselsChief Leadership Officer - LondonCFO - Atlanta
CHRO – New YorkCMO – New YorkCLO – Washington DC
CEO Global Markets - Singapore
Group CEOs- CMT: NY- H&PS: Texas- PRD: NY
- FSI: London- RES: Paris
There is no Accenture HQ locationEverywhere in the world Accenture has to look and act the same and deliver a consistent set of values, cultures and competencies.
Lean and networked.
Copyright © 2014 Accenture All rights reserved. 16
Companies that out-execute the competition:
3. Out-executing: The path from strategy to action
Service in Corporate Excellence - The Human Equation
•Responsive to market shifts
Speed
•Flexibility to adapt processes, organizations and assets to meet changes in customer’s demands
Agility
•Rigorous adherence to processes ensuring implementation of best practices across the organization
Discipline
Copyright © 2014 Accenture All rights reserved. 17
3. Out-executing: The path from strategy to action
Service in Corporate Excellence - The Human Equation
•Focused around key clients
•Largest clients = 1 P/L, fast-tracked approvals processes
Speed
•Talent pools vs hardcoded organizational units
•Inter-changeability of leadership because of multi-dimension collaboration
Agility
•Industrialized tools and processes e.g. QA, scheduling, performance management, ethics & compliance
•Consistency in client experience
Discipline
Copyright © 2014 Accenture All rights reserved. 18
From ‘knowing’ to ‘doing’ – some observations
• The issues of where the sale takes place – and impact on client service
• The issues of silos internal to the organization – that gets in the way of a seamless customer experience
• The issues of geographic fragmentation – in a very connected global world
3. Out-executing: The path from strategy to action
Service in Corporate Excellence - The Human Equation
Copyright © 2014 Accenture All rights reserved. 19
• The story of Apple vs SONY
• When is it time to change, when we are doing so well
4. Balancing structure & execution
Service in Corporate Excellence - The Human Equation
Bill Green, former Chairman and CEO – Accenture“A foot in today, and a foot in tomorrow”
My LEGO Bricks metaphor
… and how do you do it all without leaving the people behind …
Copyright © 2014 Accenture All rights reserved. 20
5. Choosing the Right Journey
Service in Corporate Excellence - The Human Equation
Magnitude of Change
Op
erat
ion
al E
xcel
len
ce L
ever
Strategy
Execution
Incremental Step Change
Targeted Interventions
Transformational Programs
ContinuousImprovement
ILLUSTRATIVE
Customer Centricity 2.0
Morphing to a digital bank
Call centre efficiency improvements
Process simplification
Self-service optimization
Listening Post – Voice of the Customer & Social Initatives
Sales force effectiveness programs
Copyright © 2014 Accenture All rights reserved. 21
In pursuit of Service in Corporate Excellence, the following apply:
1. The evolving customer landscape determines the journey.• In the B2C world, the battle for the highly digital and social consumer
requires new competencies and channels for customer engagement.• In the B2B world, evolution of organizations from local to regional, and
regional to global players, require different responses.
2. Alignment of the workforce, performance management and organization play key roles in achieving differentiation.
3. Recognizing the needs and having the appetite to change ahead of the competition can make the difference.
5. Choosing the Right Journey
Service in Corporate Excellence - The Human Equation
How It All Comes Together(the Glue that binds)
Copyright © 2014 Accenture All rights reserved. 23
Our Core Values shape the culture and define the character of our company. They guide how we behave and make decisions.
Who We Are
Stewardship
Best PeopleIntegrity
Client Value
Creation
One Global
Network
Respect for the Individual
Service in Corporate Excellence - The Human Equation
Copyright © 2014 Accenture All rights reserved. 24
Core Values as an Everyday Thing
Service in Corporate Excellence - The Human Equation
Copyright © 2014 Accenture All rights reserved. 25
Recognizing Core Values Demonstrated
Copyright © 2014 Accenture All rights reserved. 26
Recognize Performance Program (1/3)
Copyright © 2014 Accenture All rights reserved. 27
Outcomes field (Mandatory)
Recognize Performance Program (2/3)
Copyright © 2014 Accenture All rights reserved. 28
Recognize Performance Program (3/3)
Copyright © 2014 Accenture All rights reserved. 29
The Accenture Way has been referred to as our Style.
How We Do It
Outcomes
We
Results
Partner
Relationships
Prevention
Career
Outputs
Me
Promises
Provider
Project
Recovery
Job
Bringing these elements of our Secret Sauce togetherValue, Collaboration, Delivery, Talent, Quality, Client Orientation
Service in Corporate Excellence - The Human Equation
Q&A