Post on 04-Jun-2020
Work the way you liveDeloitte Shared Services Conference 2019
Breakout 18: Transforming McDonald’s global business services from the inside outJennifer Sturch and Alex Fraser, McDonald’s
Your ‘go to’ menu item at McDonald’s
Big Mac
McChicken
McNuggets
MilkShakes
…
2
McFacts – Did you know?
3
Setting the Stage
McDonald’s GBS has undergone 3 important transformative phases
1996 – 2010MCDONALD’S NORTH AMERICA
SHARED SERVICES
ESTABLISHED
1
2010 – 2016TRANSITION TO A GLOBAL
SHARED SERVICES MODEL2
2016 – 2018CREATION OF A GLOBAL
MULTIFUNCTION GBS
ORGANISATION
3
4
Eff
icie
nc
yO
utc
om
es
GBS MATURITY
VA
LU
E F
OC
US
GBS Scope of Services
5
• Global Financial Service Delivery (STP, OTC, ATR, RTR)
• Change Enablement
• Performance & Financial Management
• Client Service Delivery (CRM)
• Employee HR Services
• Payroll, Payroll Tax & Benefits Admin
• Mobility Services
• Equity & Compensation Reporting
• Strategic Meeting & Events Management• Creative Consulting, Design & Brand Management• Global Travel Management/Corporate Card Program• Digital Asset Management
• Global Process Ownership & Compliance
• Governance Services & Performance Management
• Continuous Improvement & Knowledge Management
• Global Data Excellence & Automation
GLOBAL BUSINESS SERVICES
GBS FINANCE
GBS PEOPLE
AGENCY123
OPERATIONALEXCELLENCE
One Global BusinessServices Organization
Hybrid Service Model with McDonald’s& 3rd Party (Third Party) Delivery Centers
In Market Teams
Chicago, IL, USA
Oak Brook, IL, USA
Columbus, OH, USA
Hyderabad and Bangalore, India
(Finance only)
Birmingham, UK
Paris, France
Moscow, Russia
Munich, Germany
Sydney, Australia
Our Turnaround Story
6
2016 – 2018CREATION OF A GLOBAL, HYBRID, MULTIFUNCTION GBS
ORGANISATION
3
2015 – McDonald’s Turnaround and GBS’ role
Velocity Growth Strategy initiated 2015• Experience of the future
• Digital
• Delivery
Global re-structuring and outsourcing initiatives launched
Significant shift to greater Franchising
Shift in culture and mind-set - progress over perfection
Our industry, our business and our customers were changing at an unprecedented pace
By 2016 we were underway creating our global hybrid, multifunction organisation
7
8
By 2017….we began to see that our journey needed to chart a different course – a UK&I case study
8
8BusinessFranchisee Suppliers
UK Economy & High Street Challenges
Business turnaround strategy moving at pace
Evolving Organisational Structures
Increasing Franchisee Ownership
Greater Complexity (Digital, Re-image, Consumers, Technology)
How do we need to change and make the RIGHT difference?
Accurate & Timely Services Complete & Easy Information Attention to Customer Service Support for Strategic Initiatives
Customers & stakeholders providing consistent feedback on GBS Finance UK&I not meeting service delivery expectations – we needed to identify the root causes and understand the priorities clearer.First step in search of the answers was to Stop, Look, Listen to Customer perspective on our Performance, People and Processes and take meaningful action…
Reputation & BrandDelivery & PerformancePeople & Culture
GBS Employee SatisfactionImproved business knowledge & skills
Employee engagementFuture GBS capabilities
Continuous Improvement Culture CI training and championing
CI mind-setValue and capacity creation
Customer EngagementService training and mind-set
Customer engagementImproved experience and satisfaction ratings
Meaningful Actions that built our “Why?” we are;
10
Our response was to take a completely fresh look at every process, activity status, control and deliverables and ask “Why?”. Uniting the team behind a clear purpose and developing a culture that drives improvements in our people, processes and technology – the foundation for building customer trust and being able to better support local and global growth initiatives.
Monitor and Measure
2018
Individual & Team Insights
UKI CFO & FDCentre Visit
Accounting PrinciplesWorkshop
2017
Validate Service Catalogue & Review
Org Structure
Task Force on Critical Issues
QuarterlyTeam Pulse
Check
Business & Stakeholder
update
Frequent & Open Customer Engagement
Start Monthly Team Pulse
Check
11
And 18 months later….
11
BusinessFranchisee Suppliers
Our Transformation Story
12
2018 AND BEYOND
BUILDING A DIGITALLY ENABLED GBS FOCUSED ON
CONTINUOUS IMPROVEMENT AND CUSTOMER OUTCOMES4
McDonald’s Polling 2: Placeholder slide
Use Multiple Option Poll
What areas are your top 3 transformation priorities in your organisation’s GBS/SS function
13
- Enhancing the Operating Model (establishing SS/GBS)- Optimising Service Placement (retained/outsourced)- Evolving Service Delivery Location- Building Talent, Skills & Capabilities- Employing Enabling Technology- Managing Data Governance- Developing/Running Continuous Improvement Program- Testing/deploying Intelligent Automation & Robotics- Modernising Customer Experience- Other……
McDonald’s Global Business Services (GBS): Strategy on a Page
VISIONTo be recognised as a valued business partner and world-class global business services organisationfocused on excellence in our people, services and execution.
STRATEGY
CAPABILITIES
We will deliver our commitment to a better McDonald’s through transforming the way we do business with a focus on…
Our strategy is enabled by applying fundamental capabilities to the work we do each day.
14
Employee Experience
Customer Experience
Digital Enablement
Service Growth
Service Excellence
Customer Obsessed
Continuous Improvement Driven
Results Focused
Service Oriented
To accelerate our Transformation – we have established our GBS ‘Game Changers’
15
Driving & leading a culture of Continuous Improvement
Policy Standardisation – consistent policies to drive improved outcomes
Process Reengineering – e2e simplification, quality and customer experience
Intelligent Automation – to create capacity, efficiency & effectiveness gains
Digitising our work through Intelligent Automation
Robotics – eliminating rules based, manual, repetitive tasks
Artificial Intelligence – opportunities for self-learning & adaptive technology
Supporting Technologies – optimal use of OCR, SharePoint & Reporting Tools
Modernising the GBS Customer Experience
Define ‘Moments that Matter’ – solutions that drive a seamless experience
GBS Talent – developing new skills & capabilities for our workforce of the future
Systems Replacement – addressing legacy systems