Accenture: Extending Customer Service as the New Norm in OPSCM Strategic Design

Final Group Project AssignmentOperations Supply Management 300Course Instructor: Dr. Richard DaweGroup Participants: Ms. Beiyi Zhang, Ms. Vivian Li, Ms. Mize Chaisukumarn, Mr. Art Kampmeier, Mr. Amitabh Srivastava, Mr. Chanchai Rukkhawattanakul, & Mr. Scott GreenSunday, April 9, 2023

Table of Contents(General Outline)

I. Corporate Profile: Facts and Figures

II. Project’s Team Plan and Proposal Initiative

III. Competitive Landscape and SWOT Analysis

IV. Human Resources, Physical Facilities, Information Technology Infrastructure

V. Accenture Best Practices: Selected Listing for Findings #1 through #5

VI. Consultancy Conclusion and Final Recommendations

VII. References:

VIII. Q & A:

Corporate Profile: Facts and Figures

(Accenture plc.)

Origination and Founding: Division of Arthur Andersen, 1953

Company’s Headquarters: Dublin, The Republic of Ireland

Geographical Locations: Americas, Asia-Pacific, [E]urope/[M]iddle [E]ast/[A]frica

Classification Description (NAICS): Global Management Consulting, Technology Services, and Outsourcing Company (561499)

Exchange Listing (s) and Trade Symbol: NYSE and constituent of S&P 500; Symbol: ACN

Total Number of Employees: Roughly 236,000 in 130 countries; 4,800 as senior corporate

Annual Revenue (YTD): $27.35 Billion

Current Enterprise Valuation: $28.72B

Global Regional Performance ($US-YE 2010): Americas - $9.5B; EMEA - $9.6B; Asia Pacific - $2.5

Corporate Profile: Facts and Figures Continued…(Accenture plc.)

William D. Green

Executive Chairman

Pierre Nanterme

Chief Executive Officer

Roxanne TaylorChief Marketing & Communications

Officer

Shawn CollinsonChief Strategy Officer

Pamela J. Craig

Chief Financial Officer

Jo Deblaere

Chief Operating Officer

Michael J. SalvinoGroup Chief Executive -

Business Process Outsourcing

Stephen J. RohlederGroup Chief Executive -

Health & Public Services

Richard LumbGroup Chief Executive -

Financial Services

Gianfranco CasatiGroup Chief Executive -

Products

Martin I. ColeGroup Chief Executive -

Communications, Media and Technology

Jean-Marc OllagnierGroup Chief Executive -

Resources

Sander van't Noordende

Group Chief Executive - Management

Consulting

Chief Leadership Officer

Adrain Lajtha

Jeffrey OsborneChief Performance

Officer

Jill B. SmartChief Human Resources

Officer

Corporate Organization Chart

Project Team’s Plan and Proposal Initiative: To complete the first five stages of the OCP in OM Exhibit 13A.2, to recommend changes in OPSCM strategy, design, tactics, and execution that will improve Accenture plc's

support of its competitive strategy of customer leadership that requires a minimum OPSCM competency of level III.

Corporate Worldwide Regional Location Chart and Client Portfolio

Corporate Global Delivery Network Map and Alliance Portfolio

The Competitive Landscape and SWOT Analysis

Key External Drivers:

Corporate profit

Business outsourcing 

External competition 

Government consumption and investment 

Number of businesses

Competitive Environment

Internal Competition 

External Competition

Major Competitors:

Deloitte Touche Tohmatsu

McKinsey

Marsh & McLennan

Boston Consulting Group

Bain and Company

SWOT - DataMonitor June 30, 2011SWOT - Professor Yang, 2004. San Francisco State University. Operation Management

Human Resources, Physical Facilities, and IT Infrastructure Design

Human Resources

Four Primary Cross-Functional Groups:

Managing Partners

Senior Project Consultants

Sales & Administration Analysts

HR Best Practices:

Employee Internal Hire

Employee Internal Contract Hire

On-Site Training Facilities of Shared Core Competencies

Technology Network

Key Drivers of Core Business:

World-class R & D

Comprehensive global delivery network

Innovation Centers

Integrated Collaborative Partnership Alliance Network

Strategic Logistical Data Center Network

Boundary Spanning and Borderless Assimilation

Physical FacilitiesLease Commitments:

Rental

Sub-Lease/Rentals

Size and Floor Plan:

Mostly large office space; Single rooms/offices for smaller areas

Standard oval-shape configuration modules; managerial staff enclosed by sales & operations

Locations and Logistics:

Global network largely urban and highly collaborative

Three types of facilities

Accenture Best Practices: Selected Listing for Findings #1 through #5

Technology: Facts and Figures:

2,718 patents pending; Currently issued 600 US patents and 524 non-US patents

50 global centers; 141,000 network specialists

Accenture Delivery Suite

Human Resource: Facts and Figures:

Main hubs: Chicago, US & London, UK

Many consulting contracts less than 12 months duration w/termination notice as little as 30 days

Full competitive 1st-year compensatory packages - undergraduate and graduate: High-end mid to upper management, range $75,000- $200,000

Knowledge Xchange and eSchedule

Physical Facilities: Facts and Figures:

R&D facility spent $503, $384, and $435M for 2011, 2010, and 2009, respectively

Value of fixed capital assets (property and equipment) increased in 2011 from a year ago from $569,000,000 to $659,000,000

Rental expense in 2011 at $493,734,000

Third-party sub-lease income rose to $32,503,000 from $30,741,000

Accenture Best Practices: Selected Listing for Findings #1 through #5

Supply Chain Inventory Processes: Supplies, Work-in-Process, Finished Goods/Services

  Inventory products are managed by skilled analyst & consultants

Business is contract-driven; less than 1 yr.

Cross-functional team-oriented supply chain

Contracts in excess of $100M supported by specialized sales team

Contracts and direct/indirect managed by senior managing partners and project managers from supply requisition to customer delivery

CRM, SRM, and marketing strategies at the back and front ends of SC controlled by project manager and managing partner (sales staff)

Roadmap Design Flow

Consultancy Conclusion and Final Recommendations

Explanation

Internal operations accessibility limited

External source analysis

Gaps and SWOT

2 of 5 areas evaluated failed to meet Competency Level III

External SWOT Analysis used

Design Structure – Physical

No production facilities

Standard office-oriented

Consolidation and expansion initiatives should be aggressive

Operating Tactics – Performance Measurement, Evaluation, &

Improvement Programs

Primary focus on identifying systemic trends and weaknesses

Current operations performing at OPSCM Competency Level III

Design Structure - Facility

Leading edge of technology innovation

Utility/Cloud computing

Full IT network integration companywide

Operating Tactics – Best Practices

Fine’s Strategic Value Assessment Model

No clear-cut weaknesses

OPSCM Competency Level III

Design Structure – Human Resource

Human resource capital is company’s strongest asset

Proper organization chart alignment to maximize OPSCM

Areas of concern: Knowledge productivity and employee turnover

References

D.F, Chen. (2010,May 26). Exclusively interview Accenture. Retrieved from enet website: www.enet.com.cn/cio/ J.F,Gao.(2011,August 26). Nine criteria for management consulting. Retrieved from cqn website: http://www.cqn.com.cn/news/zgpp/461170.html "Groundswell: Accenture's Borderless Workplace." Forrester Research. N.p., n.d.

Web. 18 Nov. 2011. http://www.forrester.com/Groundswell/managing/accenture_borderless Accenture, Plc (1994, Fall). Accenture Global Delivery Network: A Focus in India Retrieved October 24, 2011from

http://www.accenture.com/us-en/search/Pages/ Emerald Insight.com (2011). Emerald: Research You Can Use Retrieved October 24, 2011from

http://www.emeraldinsight.com/journals.htm?articleid=1598020&show=html

Interviewed: Abhishek Srivastava, ESQ. (10/01/2011; 10/15/2011; 10/31/2011; 11/05/2011; 11/12/2011) Accenture Alumni (2001 – 2009); London, UK.

 www.Accenture.com (accessed 11/18/2011; Accenture – UK; Accenture - India) Patrick C. Fedric, Managing Partner Financial Services (1997 – present; Accenture Germany, Accenture, UK; and Accenture San

Francisco, USA). Datamonitor (2011 June 30). Accenture plc: Company profile. . New York, NY: Datamonitor. pp. 1-12 Employeesbenefit. (2008 July). Case study: Accenture. USA. p.9 Jacobs, F. R. & Chase, R.B. (2011). Operation and supply chain management. New

York, NY: McGraw-Hill Irwin pp. 449

Q & A

Thank you!