HP GBS Beijing, China named Winner - Shared Services Excellence Awards 2011, Asia
By Hilary Calow
Winner: HP GBS Beijing, China
Honourable mention: HP Global Analytics, India
What impressed the judges:
Whereas normally quotation and bidding management is regarded as a typical "front office" activity and kept “onshore,” HP has proved itself a pioneer by moving this activity offshore. Value creation occurred through simplification and standardization of processes, with direct contribution to top/bottom lines.
HP’s transformation journey has been a bumpy one, as the types of services performed are traditionally considered “front office” in nature. So the change management process has been rather challenging, with initial resistance from internal staff as well as the countries. Change management via constant communication and sharing of successful cases helped. However these obstacles were only really overcome when the stakeholders reaped the benefits of the services. What was admirable was how the staff mindset changed in the course of the journey from "following instructions" to "improving processes".
Various investments in people, process improvement, and IT were made to achieve these results. HP dedicates a full 10% of staff to value creation. In addition, HP GBS pulled in external consultants/experts when needed. IT tools were used to track the incremental revenue for each bid.
HP GBS started with China and later extended its scope to other East Asia countries. As a result, Japan is now the largest customer of HP GBS Beijing.
Results: Through various process improvement projects, HP GBS Beijing managed to achieve 100% accuracy in service delivery, 30% improvement in throughput time for sales bidding, and achieved 8% efficiency gain per year. In terms of financial contribution, key projects delivered USD 31 mio sales/ USD 8 mio bottom line. The customer service levels also improved.
Click here to read the winning application
Click here to watch an interview with the winner, HP GBS Beijing
Watch an interview with Mei Fung, HP Malaysia
