Strategic Business Guidance
Centre of Excellence Framework
Recommended especially when following demands appear:
- Develop or optimize current business service model to improve customer experience,
- Leverage GBS/CoE to accommodate bes- in-class process management frameworks,
- Develop process expertise and enhance service delivery levels,
- Ensure consistency of data management and transparency of business insights.
Framework
STRATEGY
- Establish Governance structure with accountability and responsibility areas
- Specify CoE Mission and Vision in line with expected strategic business objectives and needs
- Establish Leadership style culture supporting Proces Excellence and Organizational Change Management
- Launch Education platform for Employees with training curriculum
PROCESS
- Define consistent Operational design with multicross functions (IT, HR etc.)
- Determine CoE Balanced scorecard to measure expected business value
- Re-design End to end Process Key Performance Indicators with systems set up
- Deploy Best practice framework for cross functional re-use
PEOPLE
- Establish continuous Benchmarking framework for service delivery excellence
- Introduce competence matrix to map critical skills and assess gaps
- Set up Communication model within organization to enable effective knowledge sharing
- Introduce Knowledge management and documentation repository framework
Benefits
SERVICE MODEL
Excellent benchmarked service model to accelerate business growth
STREAMLINED PROCESS
Operational process steps more consistent and efficiently sorted within organization
AGILITY
Shorter turnaround time (cycle time) dedicated to deliver business service to the market
UPSKILLING
Motivated, capable and confident workforce in future more advanced roles and responsibilities
EXPERTISE
More effective re-use of available assets and faster access to expertise within organization
PROCESS COMPLIANCE
Reduced organizational risk by ensuring process regulatory fulfillment
Work out
new solutions
Deliverables
CoE ROADMAP
Defined strategic CoE Roadmap collaborated with business objectives and dynamics
BEST PRACTICE FRAMEWORK
Knowledge management framework with comprehensive instructions and procedures repository Creation of best practice sharing platforms
VALUE STREAM MAPPING
With all visualized critical steps in a specific process to optimize the way to deliver to customers
BENCHMARKING FRAMEWORK
Benchmarking framework as a trigger to continuous process excellence
OPERATING MODEL
Introduction of sustainable governance and communication structures
PROCESS MONITORING
Deployment of effective and thorough process monitoring system with defined performance metrics
LEARNING & DEVELOPMENT
Education platform for Employees with training curriculum
