Leveraging enabling

technology and the

commitment and expertise

of its people across Europe

at Coca-Cola Hellenic

client logo should go here.

Shared Services Transition Director Coca

Cola Hellenic

Manolis Fafalios

Deloitte Shared

Services, GBS &

BPO Conference

22 – 23 September 2015

Berlin, Germany

Coca-Cola Hellenic at a glance

2 Deloitte Shared Services, GBS & BPO Conference 2015

client logo should go here.

Coca-Cola Hellenic serves approximately 570 million people in 28 countries. We are one of the largest bottlers and vendors of The Coca-Cola Company’s products in the world, and the second based in Europe.

Coca-Cola Hellenic was formed in 2000 as a result of the merger of the Athens-based Hellenic Bottling Company and the London-based Coca-Cola Beverages. Our two major shareholders are the Kar-Tess Holding S.A., a private holding company, and The Coca-Cola Company.

Coca-Cola Hellenic is headquartered in Zug and currently listed in London top 100 FTSE, Athens & New York stock exchanges.

Deloitte Shared Services, GBS & BPO Conference 2015 3

Finance BSO transition journey client logo should go here.

Phase 1 • Accounts Payable

• Fixed Assets

• Travel & Expenses

• General Ledger

Phase 2 • General Accounting

• Credit Management

• Cash Application

• Master Data (excl. MTC)

Phase 3 • Collections & Disputes

• Master Data(MTC)

• Credit Enhancement

• Procurement Administration

• Accounts Payable Enhancement (e-invoicing)

Phase 3.1 (TBC)

• CDE Administration

• Pricing & Rebates Administration

• Tax Reporting

Russia

• All Phase 1 & 2, (T&E already live)

Nigeria

• All Phase 3

• All Phase 3.1

• All Phase 1 & 2, except for

Credit Management, Cash Application and T&E (Master Data already live)

• Remaining Phase 2 scope and T&E

• Phase 3

• Phase 3.1

Deloitte Shared Services, GBS & BPO Conference 2015 4

HR BSO transition journey client logo should go here.

Phase 1

• Personnel Administration

• Organizational Management

• Multilingual Call Center

Phase 2

• Optimization Phase I

• Recruitment (grade 10-)

• Learning & Development

• Performance Management

• Absence Management

• HR Document Management

• End User Experience Part I

Phase 3

• End User Experience Part II

• Phase I & II Optimizations

• HR Master Data

• HR Reporting – Operational

• Talent

• Benefit Administration

Deloitte Shared Services, GBS & BPO Conference 2015 5

Finance Org. destination after Phase III client logo should go here.

• Accounts Payable & T&E

• General Ledger

• Fixed Assets

•Commercial Master data

•Pricing & Rebate Management

•Billing & Invoicing

•Revenue Accounting

• Dispute, Collection & Claim Management

• General Accounting / Balance Sheet Controllership

Credit Management & Accounts Receivable

• Master Data Management

Corporate Service Centers Role of Compliance and Governance

•Strategic Analysis & Planning

• Performance & Financial Management

• Standard Management Reporting

• Operational & Commercial Support

• Project/Investment Management & Analysis

• Budget & Forecast Planning

• Tax Returns and Statutory Financial Statements & Compliance

CSC

Country

Role of Business Support

BSO

Role of Accounting Services and Process Management

Deloitte Shared Services, GBS & BPO Conference 2015 6

Key Success Factors client logo should go here.

PERFORM

AS ONE

CHANGE MANAGEMENT

DISCIPLINE & ATTITUDE

COMMITEMENT

Play to win and work as ONE

Make and fill BSO as part of

Country Organization

Change on how we operate

Standardize and streamline

processes for seamless and

efficient organization

Deliver on our commitment for smooth

transition to BSO

Readiness criteria prior of

deployment

Deloitte Shared Services, GBS & BPO Conference 2015 7

Building bench strength & career advancement

between SSC and Countries client logo should go here.

BSO is becoming more and more of an integral part of Country Operations, for which indicates the

increased number of talent exchanges between BSO, Country Operations and Group Office

• BSO Employee Engagement index is higher than the group average (86% engagement index)

• There are more than 90 employee exchanges between BSO, Country Operations and Corporate

Service Centre from 2012 until now

• 64 people will take part in Acceleration and Development centers this year

• 15 participants in FF1&2, LEAP and Excel programs (internal developmental programs) so far and

more to come

• 35 people are now studying for ACCA, CIMA and CIPD certifications… and another 30 will start

soon

• From the beginning of 2015 in BSO there have been 40 internal promotions and 15 lateral moves

within different roles in the organization

Deloitte Shared Services, GBS & BPO Conference 2015 8

Challenges client logo should go here.

Deloitte Shared Services, GBS & BPO Conference 2015 9

SAP Wave 2 as enabler of the Shared Services

Organization client logo should go here.

• One Single Environment

• Six Mobile Solutions:

- Sales Forces

- Batch Management

- Vending

- Equipment Tech.

- 2 in WMS

• Full Processes and Systems

Integration

• Management

Commitment

• Business

Leadership

• Experience

Sharing from live

countries

• Change

Management

• Single Support

Organization Wave 2 Scale 2014:

• 27 Countries

• 70 Production Plants

• 332 Production Lines

• 365 Distribution Centers

• > 2 700 000 Customers

• > 500 SKU

• > 125 000 Orders a Day

• > 33 000 Users

• > 95% coverage of the CCH business processes

• Central governance

• Market-To-Cash, Forecast-To-Deploy, Recruit-To-Retain,

Procure-To-Pay, Finance Management, Treasury and

Reporting

• 453 End To End integrated processes

• 2 Major Wave 2 Releases and 4 packages per year

Deloitte Shared Services, GBS & BPO Conference 2015 10

Scope SSF Functionality client logo should go here.

• Different Business Roles – Occasional User (Country role); FI Specialist (GL, AP, FA

Agents) and FI Generalist (AP Vendor Service Desk); HR Generalist (HR Agents)

• 138 Flexible Procedures Phase I / 273 Flexible Procedures (Phase II)

• Approx. 500 Process Specific Fields Phase I / Approx. 500 Process Specific Fields

Phase II

• Automated categorization and linked with it SLA

• Validations based on predefined rules

• Automated Search Helps – integrated with backend system

• Escalations on Service Request and FP step level

• Automated notifications

• Full integration with the back end environment – ERP and HCM

• Calendar Events – for repetitive type of activities or required reminders

• Authorization concept (differentiating between, country, agent, Finance and HR)

• BW Reporting

Deloitte Shared Services, GBS & BPO Conference 2015 11

Why CCH chose SAP Shared Services Framework client logo should go here.

WHY

• Provide a technology to the multi-functional Business Service Organization to

effectively and efficiently manage the Finance and HR processes in scope

• It is a technology complimenting and on top of the existing Wave2 existing

technology

WHAT

• Manage the different methods of interactions (e.g. calls, e-mails, self service

requests) with BSO customers (e.g. employees, vendors, internal business

partners)

• Manage service execution - processing of requests, cases and routing

transactions within the BSO

• Manage service delivery - monitor and measure the performance of both the BSO

and the country (KPIs and Service Partnership agreements)

• Integration with the core Wave2 transaction

• Roles and authorizations within the BSO based on predefined team structures

Deloitte Shared Services, GBS & BPO Conference 2015 12

client logo should go here.

SAP Shared Services Framework

Deloitte Shared Services, GBS & BPO Conference 2015 13

Reporting against predefined SLAs client logo should go here.

Deloitte Shared Services, GBS & BPO Conference 2015 14

HR BSO TRANSITION JOURNEY client logo should go here.

Deloitte Shared Services, GBS & BPO Conference 2015 15

client logo should go here.

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each of which is a legally separate and independent entity. Please see www.deloitte.co.uk/about for a detailed description of the legal structure of DTTL and

its member firms.

Deloitte LLP is the United Kingdom member firm of DTTL.

This publication has been written in general terms and therefore cannot be relied on to cover specific situations; application of the principles set out will

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the contents of this publication. Deloitte LLP would be pleased to advise readers on how to apply the principles set out in this publication to their specific

circumstances. Deloitte LLP accepts no duty of care or liability for any loss occasioned to any person acting or refraining from action as a result of any material

in this publication.

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Square, London EC4A 3BZ, United Kingdom. Tel: +44 (0) 20 7936 3000 Fax: +44 (0) 20 7583 1198.

16 Deloitte Shared Services, GBS & BPO Conference 2015