“Design is not just what it looks like, design is how it works.” - Steve Jobs. The structures of centralized Global Business Support functions and the implementations of Shared Service Center's models are not just trends, but proven modern and effective approaches for management of corporate functions and processes.
ADAPTIVE S.A.G. created unique network of industry business service leaders and independent advisory experts to support our clients in development of their vision and the strategy for GBS/SSC structures. Our capabilities are based on hands-on experiences in set-up and managing global, large scale back office operations, executed transformation and process reengineering programs. We propose tested and qualified solutions being currently applied by the world industry leaders and most mature BPO/ITO companies. We adjust those based on the scale of the particular corporate function and maturity of the processes. Our advisory offerings focus on practical elements of support function architecture and operational strategies such as: preparation or assessment of the business case, definition of the GBS/SSC roadmaps, risk assessment and advisory on process consolidation models. We also support clients in evaluation of the external outsourcing solutions or hybrid delivery models.
Our aim is also to promote SSC/BPO/ITO solutions among CEE region companies and smaller organisations, where such SSC concepts and strategies are not recognized enough yet.
WE OFFER THE SUPPORT IN ALL STAGES OF SSC IMPLEMENTATION JOURNEY:
Solution Design is a phase of creativity. If in line with the strategy - good business support solutions ussually bring a lot of benefits, but also a lot of challenges in the implementation phase, not easy to overcome. The right focus on the scope of the function services, split of responsibilities and service delivery model is key for every outsourcing, offshoring or centralisation solution. But, to achieve a real success companies must carefully look at more critical elements: strong support from Executive level, setting right expectations, internal buy-in, well-balanced stakeholder management and intensified communication at every stage of the journey.
With expert market insight and wide set of industry benchmarks ADAPTIVE offers professional support in the design of the GBS/SSC function. We support our clients with SSC feasibility studies for the scope for centralised functions, assessment of process maturity and organization readiness for SSC concept implementation. We help to define process charters, split of responsibilities between GBS/SSC and business, we create process maps, service level frameworks and customize internal controls. Our offerings include advisory on key implementation requirements: process automations and workflow solutions, languages and local process dependencies, governance models and communication channels. We also support definition of key process metrics, reporting requirements and implementation of management control tools.
Location determines success? No, but right location and structured SSC unit set-up process brings faster acceptance in the business, limited pitfalls and allows to accelerate business case realisation.
ADAPTIVE S.A.G. helps the clients to execute first steps of the GBS/SSC journey providing comprehensive support and practical guidance for the new operating model. For over 10 years on the CEE market, we have developed extensive network with CEE cities officials, recruitment agencies, real estate developers and agents. Our leaders had also led several GBS/SSC start-up initiatives across Europe and the globe and created unique methodology for successful 'green field' GBS/SSC unit set-up.
We confront key location requirements (such as local market saturation, accessibility to required talent and competence pool, labour cost, scalability or cultural fit) with the value proposition of particular countries & cities. We make feasibility studies and executing location selection processes supporting also all legal and local administrative steps required in the start-up process.
We help to define recruitment strategies, activate respective recruitment channels and onboarding of first employees. We guide clients on necessary local PR activities and employer branding initiatives to strenghten the message to the local market and accelerate recruitment flow.
The portfolio of our services covers real estate facility selection process as well. We help to team up with the best real estate agents on particular markets, prepare comprehensive set of specific GBS/SSC tenant requirements, initiate and oversee space rental negotiation process, monitor space adaptation and advice on the modern office space solutions.
Knowledge transfer is one of the key elements of the outsourcing and GBS/SSC projects. The success of the transition program depends on the precise, well prepared takeover, which is a challenge - as in most cases there is no possibility to perform a knowledge transfer once again.
ADAPTIVE S.A.G. has at its disposal a proven methodology that assures effective and comprehensive management over the process transition programs. We adjust our approach to the strategic objectives, project’s priorities and defined scope. We execute extensive pre-transition due dilligences coviering process, people and technology areas. We validate existing operating procedures, process flows, volumes, metrics and seasonality elements, confirming initial assumptions on FTE efforts, skills and competences required, existing reporting lines and organisation structures. We take into account technology landscape and tools at each location, calibrating technology variations and interfaces required across business units.
Based on DD findings, we execute process standarisation workshops focued on 'to-be design' of the end-to-end processes, formulate transition plan, recruitment plan, prepare job profiles and induction training package for SSC new onboarded staff.
We support clients with comprehensive execution of the transition programs providing experienced program managers, knowledge managers and transition consultants. We oversee transfer of knowledge in "workshadowing" phase, knowledge testing in "parallel run" phase and stabilisation of transition in "steady state" phase, concluded with handover of process execution responsibilities to the SSC unit. We create or adjust respective process documentation, baseline process metrics and ensure sustainability of the knowledge transitioned into GBS model.
Success of any OCM program execution, to great extent depends on change communication approach.
The main challenge here is that, as long as organisational change timing is measured in months, it may take years or eternity for employees to adjust. Therefore, in business transformation field, usually there is a huge discord between change participants’ behaviour, and change managers’ expectations.
Change management programs work provided that: (1) People know what they are supposed to do and why; (2) People have skills and tools necessary to operate; (3) People take responsibility to work according to the new standards – as they see they can clearly benefit from them.
ADAPTIVE S.A.G. approach corresponds to Kotter’s 8 steps model:
ADAPTIVE S.A.G. MODEL:
Following Bryan Kremer’s statement: „There is no more B2B or B2C: It’s Human to Human, H2H”.
Any business strategy, any operations design, all processes & procedures – in the end of the day, they all end up with human: human performance, human to human relations, human motivation or its lack.
This is why it is absolutely crucial for any business, to accurately design, skillfully implement and flexibly evolve its HR strategy. To attract, motivate, develop and retain – right people.
ADAPTIVE S.A.G. supports HR strategy creating and updating. We reinforce organisations in HR processes & tools architecture area, we provide HR development solutions, remuneration & motivation systems. We provide resolutions that boost employees’ motivation and retention, which is particularly important for business services sector companies.
"Communication is the art.” This well known sentence refers equally to internal communication as to external PR and marketing communication.
ADAPTIVE S.A.G. has wide experience in supporting the efficient internal communication. We help to create its structures and prepare the top management and operational managers to act accordingly. Our partners are the best PR and marketing specialists in the business services sector.
Excellence is a quality that people really appreciate, because it's so hard to find. Excellence is the quality of excelling, of being truly the best at something.
ADAPTIVE S.A.G. helps to reach the operational excellence. Together with our clients we implement modern methods of service organisations management, with special focus on continuous improvement of process excellence. Our clients achieve a position of business leaders in the industry thanks to introducing adequately calibrated effectiveness metrics and organisational culture open and reactive to environmental challenges, and efficient and tailor-made reporting structure.
Lean does not mean savings, Lean means to work smart.
ADAPTIVE S.A.G. together with its partners implement Lean culture in service, manufacturing and commercial organisations. All our implementations resulted in savings visible on our clients’ P&L account.
In today’s modern organisations a large number of projects is being conducted continuously (in parallel) and on many levels. To manage such a large scale of projects and activities, it is a must to introduce the project management process (together with the supportive PMO) in the whole organisation.
ADAPTIVE S.A.G. runs projects for its clients. We apply methodology that brings tangible benefits and sustainable results to every organisation. We help to implement Project Management Office (PMO) to manage the methodology and the project standards. We set up priorities, allocate resources, handle document templates and archive all required materials. Thanks to centralised information regarding project status and progress we are able to assess cumulated risks and escalate problems identified and reported during the project realisation. ADAPTIVE S.A.G. can provide experienced project and program managers as interim resources to run a project or program on behalf on the client. This is the best-proven solution for clients’ project management needs - instant, flexible and cost effective.
Half the battle is to know which way to solve the problem, but the other half is to run this experiment so as to achieve a desired result.
ADAPTIVE S.A.G. can acquire and adjust IT solutions adapted to existing systems. We also help to "translate" business and operational requirements into IT language to ensure that implementation of the system is as efficient and quick as possible in order to achieve a full operational functionality.
The outsourcing programs and projects have been running successfully since more than 15 years already. It is high time to implement these best practices also in the CEE region and apply them in smaller organisations to enhance their competitive advantage.
ADAPTIVE S.A.G. supports and guide its clients throughout the whole project. We assist in defining the outsourcing strategy, based on that choose the best partner selection criteria, help in negotiations, coordinate implementation and manage the contract throughout its duration.
ADAPTIVE S.A.G. works with clients to help to identify a selection of GBS/SSC or local/regional BPO profiles recognised as a good fit for acquisition. Scope of work depends on the client’s requirements and usually focuses on overview of GBS/SSC operations together with the scale of operations, the maturity level of processes and services delivered, automation levels, organisation structures as well as long term strategy and key challenges of the identified units.
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