Global Process Owners with Teeth – How Vodafone Turned the Theory into Practice

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Editor Coda
Sep 16, 2013

It was too long ago that Vodafone Europe was suffering from inconsistent processes, lack of adherence to global policies, differing objectives across business regions, an inability to produce accurate reports, and a seriously disparate and lacking talent pool. Something needed to change.

At last week’s 10 Keys to Process Excellence conference, Wael Fattah, Finance Global Process Lead from Vodafone, described how a shake-up of the governance and ownership structure around processes has allowed them to successfully tackle these issues.

But listening to the delegates discuss the session, process ownership clearly means very different things to different people.

Global process owners have been described as the single thing that can make a difference to end-to-end processes. But that’s only if they’ve actually got the visibility and power to actually effect change. So how does the theory fit into practice?

For Wael and his team at Vodafone, when you’re talking about ‘process organisation’, you’re really talking about customer satisfaction. By looking at it from their point of view, you can understand how the processes that tie your shared services functions together will be able to support the business’ needs.

As he explained, different models suit different organizations, but at Vodafone they identified the key characteristics and accountabilities of a global process owner should have:

  • To set the vision and drive the strategic direction of the process
  • Set performance management targets and KPIs to meet the business requirements
  • To own and drive the design, implementation and execution of documented process standardisation 
  • Maintain process level master data with global policy
  • To monitor compliance and process performance
  • To manage, drive and execute process excellence and continuous improvement initiatives 

 How have you defined process ownership in your organisation? Get in touch with your thoughts and comments at anna@sharedserviceslink.com

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