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Andrea Vavassori, Shared Services Director, Crown Europe Standards, Compliance and Quality - A Management Framework in a Regional Shared Services Organisation
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1
Standards, Compliance & QualityA management frameworkin a regional Shared Services organisation
Edinburgh, 25th May 2010
Andrea VAVASSORIShared Services Director, CROWN Europe
CROWN Europe Shared Services - 25/05/20102
Standards, Compliance & QualityA management frameworkin a regional Shared Services organisation
How a Quality Management System framework supports both standardisation across processes as well as localised complianceand drives continuous improvement
CROWN Europe Shared Services - 25/05/20103
Agenda
The environment
Introduction to CROWN Holdings and CROWN Europe Shared Services
The Framework
Introducing the Quality Management System
How the framework fits the environment and drives continuous improvement
The enablers and the benefits
CROWN Europe Shared Services - 25/05/20104
Introducing Crown Holdings
CROWN Europe Shared Services - 25/05/20105
A global leader in metal packaging
America
39%
Food Spec PackClosuresAerosolsBevcan
Asia
8%
Europe
53%
2009 net sales $7.9 billion
employing 20,500 people
present in 41 countries
public company (NYSE: CCK)
CROWN Europe Shared Services - 25/05/20106
CROWN Europe Shared Services - 25/05/20107
Premier Global Customers
CROWN Europe Shared Services - 25/05/20108
Cans contribute to sustainable development because….
1. Cans prevent product waste
2. Cans keep consumers safe and healthy
3. Cans are economical through the supply chain
4. Cans are produced from viable sources of primary and recycled materials
5. Cans are infinitely recyclable without loss of quality
6. Resource minimization
CROWN Europe Shared Services - 25/05/20109
Closures
CROWN Europe
Food Aerosols
Beverage Speciality
2009 Key Figures
$4.2 billionNet sales
12,000Employees
27Countries
76Plants
Switzerland
GhanaBelgiumMorocco
Finland
Ivory Coast SpainNetherlandsJordan
MadagascarSaudi Arabia
Senegal
South AfricaTunisiaUAEUK
GermanyGreece HungaryIreland
Italy
PolandTurkeyPortugal
Russia
Slovakia France
CROWN Europe Shared Services - 25/05/201010
The current European Shared Services (ESS) organisation results from a long journey
58 accounting centers in Western Europe
38 ERP systems, not ready for Y2K
Each plant virtually independent
Rollout of single ERP
Creation of SSCs in UK, France, Benelux, Germany
Transition and stabilisation
Southern Europe SSCs
Disposal of Plastics businesses
Implementation of Quality Management System
1997
19982003
2004-
CROWN Europe Shared Services - 25/05/201011
Germany & Switzerland, Seesen
Spain & Portugal, Logrono
Benelux, AntwerpUK & Ireland, Wantage
France, St. Ouen
Italy, Parma
Greece, Athens
Now ESS cover most European sites representing approx. 80% of Sales1 organisation, 7 regional SSCs, 130 people
Serving 65 Crown sites
Belonging to 5 business sectors
CROWN Europe Shared Services - 25/05/201012
Process SupportTransaction Processes
ESS cover principally Finance & Accounting processes
Purchase to Pay (P2P)Invoice processing & payment• 380,000 transactions pa• 27% e-invoices
R2RQuality, Control & Compliance
Internal Controls
SarbOxcertification
Quality Mgmt System Fixed Assets
ManufacturingAccounting
P2P
PayrollMixed model• 8 countries in-house• 3 outsourced
Cust. Order to CollectionReceipt of cash and chasing• 220,000 transactions pa• 3,000 customers
Record to Report (R2R)Financial, Statutory, VAT
reporting• 54 legal entities, 70 reporting • Regional Sub-consolidations• Athens stock exchange
COTC
CROWN Europe Shared Services - 25/05/201013
Functions
Processes
Bus
ines
ses R
egions
A
B
C
1
3
2
Fin HR IT …
P2P COTC R2R …
Serving customers and other stakeholders in a matrix organisation across 4 dimensions
CROWN Europe Shared Services - 25/05/201014
Agenda
The environment
CROWN Europe, a multi-dimensional organisation served by a regional SSC model
The Framework
Introducing the Quality Management System
How the framework fits the environment and drives continuous improvement
The enablers and the benefits
CROWN Europe Shared Services - 25/05/201015
The ESS Management System
Improvement effect
Working ProcessesInput OutputSSCPlantSSCPlant
SLA
SSC experience of
process effectiveness
Plant experience of
process effectiveness
Day to Day resolutionof process issues
Customer LiaisonMeeting & Survey
SSC Quality ReviewMeeting
ISO 9000Audits Improvement
Programmes
Actions fromlast review
UpdatedImprovementProgrammes
Actions fromreview
Sarbox Controls
Service Definition
CROWN Europe Shared Services - 25/05/201016
The framework can be divided into 3 parts
Improvement effect
Working ProcessesInput OutputSSCPlantSSCPlant
SLA
SSC experience of
process effectiveness
Plant experience of
process effectiveness
Day to Day resolutionof process issues
Customer LiaisonMeeting & Survey
SSC Quality ReviewMeeting
ISO 9000Audits Improvement
Programmes
Actions fromlast review
UpdatedImprovementProgrammes
Actions fromreview
Sarbox Controls
Service Definition
1. Process Performance
Standards
2. Feedback systems
3. Management & Improvement effect
CROWN Europe Shared Services - 25/05/201017
The 3 parts in detail
Process Performance StandardsService Level Agreements (SLAs)Sarbox controlsOther policies and procedures
Feedback systemsDay to day: resolution of process issuesPeriodic: KPI reporting, meetings, customer surveyAudits: internal, sarbox, ISO 9000
Management and improvement effectQuality review meetings
Project teams
11
22
33
11
22
33
11 33
22
CROWN Europe Shared Services - 25/05/201018
SLAs are the reference document for processes included in scope of services
A standard SLA template
Details service level from SSC
And operating level from business / plant
Flexible to allow for specificitiesBy country
By business
1122
33
Input OutputSSCPlantSSCPlant
Working Processes
CROWN Europe Shared Services - 25/05/201019
Sarbanes-Oxley controls drive standardisation
Identical controls are applied in the different SSCs
web application supports the compliance process
Documented Controls
Process Flowcharts
Testing procedures
Test results and reports
Issue resolution workflow
Quarterly sub-certification
1122
33
CROWN Europe Shared Services - 25/05/201020
Process Performance Standards are complemented by other Policies & Procedures
Such as…
Accounting policies
Code of ethics
Operating procedures
1122
33
CROWN Europe Shared Services - 25/05/201021
Feedback systems start with day-to-day resolution of process issues
Process issues are identified and dealt with promptly on a day-to-day basis
Customer feedback is welcome and encouraged in any form
Multiple channels available to capture queries and raise issues
An intranet application is used for issue logging, workflow and monitoring
11
2233
CROWN Europe Shared Services - 25/05/201022
Regular periodic feedback systems focus on service performance and customer satisfaction
Monthly KPI reporting
Focus on a limited number of key indicators
Customer liason meetingsThe “Voice of the Customer”
Held at local level with business customers
At European level with business directors and other stakeholders
Annual customer surveyFormal measure of customer satisfaction
Key component of ISO certification of the Quality system
Included in management personal objectives
11
2233
CROWN Europe Shared Services - 25/05/201023
Feedback systems are completed by Independent Audits
Internal Audits
Sarbanes Oxley testing“Management” peer testingExternal auditors
ISO 9000 audits and certification
To sustain the system it must be audited
Excellence must be demonstrable
11
2233
CROWN Europe Shared Services - 25/05/201024
Management and improvement effect
Output from feedback systems feed into
Generating improvement actions
Action plans
System enhancements
Change in procedures
Documentation and training
11
2233
SSC Quality Review Meeting Project Teams
CROWN Europe Shared Services - 25/05/201025
The Quality Management Systema service delivery model encompassing key tools and methodologies
Improvement effect
Working ProcessesInput OutputSSCPlantSSCPlant
SLA
SSC experience of
process effectiveness
Plant experience of
process effectiveness
Day to Day resolutionof process issues
Customer LiaisonMeeting & Survey
SSC Quality ReviewMeeting
ISO 9000Audits Improvement
Programmes
Actions fromlast review
UpdatedImprovementProgrammes
Actions fromreview
Sarbox Controls
Service Definition
1. Process Performance
Standards
2. Feedback systems
3. Management & Improvement effect
CROWN Europe Shared Services - 25/05/201026
Agenda
The environment
CROWN Europe, a multi-dimensional organisation served by a regional SSC model
The Framework
The QMS, a certified service delivery model organising key tools and methodologies in a system
How the framework fits the environment and drives continuous improvement
The enablers and the benefits
CROWN Europe Shared Services - 25/05/201027
How the framework fits the environment and drives continuous improvement
The enablers
One Organisation
Information Systems
And the benefits of the QMS
CROWN Europe Shared Services - 25/05/201028
One Organisation working as one team is the key to connect the model with the operational
1. Regional Shared Service CentresClose to the customersKnowledge of local regulatory and business environment
2. European Process ManagersP2P, COTC, G/L, Fixed AssetsManufacturing Accounting
3. Team meetings
4. Joint project teams
Constant attention to both local and globalFocus on understanding the issues and delivering the adequate solutions
Best practices are shared and adopted as standard
CROWN Europe Shared Services - 25/05/201029
Information systems provide a platform to connect the various elements
Unique ERP (JDE)
Intranet based applications
Workflows
Issue Log
Sarbox
Reporting tools
Automation
E-invoicing
CROWN Europe Shared Services - 25/05/201030
The benefits of the QMS framework
A reference model for the organisation
Part of company-wide “World Class Performance”
Driving continuous improvement
Supporting the communication of Quality approach
Impacting the compliance issues
and generating efficiency
CROWN Europe Shared Services - 25/05/201031
A reference model for the organisation …
Structuring and clarifying role of tools and methodologies used
Balancing conflicting priorities across the multi-dimensional structure
Standardisation vs customisation
Formalisation and documentation vs cultural environment
Cost vs service level
CROWN Europe Shared Services - 25/05/201032
Part of a company-wide “World Class Performance” programme
Started >20 years ago as Total Quality Management
Using a list of concepts, tools and techniques
Problem solving
SOPs
5S
Fishbone
Design of Experiment
6 sigma
…
Across 7 dimensions
CROWN Europe Shared Services - 25/05/201033
Driving continuous improvement
Company culture
Originally developed in the manufacturing area
extended company wide
focused on the effectiveness of the Quality Management System in meeting customer requirements
P
DC
APLAN
DO
(RE)AC
T
P
DC
A
ImprovementStandards
(RE)ACTPLAN
DO
CHECK
CROWN Europe Shared Services - 25/05/201034
Systematically eradicating inconsistencies and imperfections
Cpk >1.33Cpk = 0.2
A B C1234
1122
1212
1221
Design ofExperiment
Customer is unhappy Customer is happy
Procedure
1
2
3
QualityManagementSystem
Flowchart
1
2 a
2 b
34
567
I N
O U T
Voice ofCustomer– CustomerComplaintAnalysis Control
Chart
ParetoDiagram
Waste /Spoilage
Training
StandardOperatingProcedure
Non-
Conformances
Understanding Organizing Improving /Innovating
World-ClassPerformance
SPC
CROWN Europe Shared Services - 25/05/201035
Supporting the communication of the Quality approach
With SSC People
With SSC Customers – the businesses
and other stakeholders - Corporate functions
Reinforced in the Shared Services Mission statement
To be recognised as a source of competitive advantage by providing high quality, cost effective administration and support services to its customers.
CROWN Europe Shared Services - 25/05/201036
Impacting the compliance issues and generating efficiencies
Standardising key controls
Tighten the company internal control environment
Allow efficiency gain in the compliance process
Streamlining the Sarbox certification process
Generating significant savings in audit costs
Drive standardisation
of operating practices
With further cost reductions
CROWN Europe Shared Services - 25/05/201037
Conclusion
The environment
CROWN Europe, a multi-dimensional organisation served by a regional SSC model
The Framework
The QMS, a certified service delivery model organising key tools and methodologies in a system
How the framework fits the environment and drives continuous improvement
One regional SSC organisation effectively using the QMS to achieve a balance between standardisation across processes and localised compliance
CROWN Europe Shared Services - 25/05/201038
www.crowncork.com