We explain how to build a customer centric organisation and how to remove functional or geographic silos.

1. Creating value by removing
organisational silos
Yves Zieba
June 2012

2. Who we are ?
A business and strategy Experience in building a Customer
consulting company Centric Organisation.
– With a wide network of
experienced professionals, World-class services in
experts - Project Management (PMI-PMP)
– Experience with Thomson - Agile: Certified Scrum Master
Reuters, world leader in
- Business Process (BPMN)
intelligent information, Arthur
D.Little, worldwide experts in - Social responsibility and Code of ethics
innovation management. - Innovation and Change agents
Studied in the best Universities ( - Behaviour Change Technics
IMD, ESCP EUROPE, LBS) - Stakeholder Management

3. Principles & values
• Fair play attitude
• Professional (PMI Code of Conduct)
• Enthusiasm, energy and smile
• Ethics, Respect, Honesty
• Corporate Social Responsibility
• Creating measurable value
• Participatory Methods and Agile (Management 3.0)

4. Our 6 value propositions
• We enable our client organisation to:
1. Introduce well governed mobile solutions in order to increase their
enterprise growth
2. Have better analytics and business intelligence in order to attract
and retain customers
3. Use cloud computing and virtualisation (SaaS, Paas, Iaas) to reduce
enterprise costs and deliver operational results
4. Use Collaboration solutions to innovate and Create new products
and services
5. Improve their sales and marketing efficiency, effectiveness and
productivity
6. Improve their compliance, governance, risk and security

5. Efficiency & Effectiveness

6. Efficient Business Process
Sales
Process
#1 — Prepare for effective Business Process Modeling
#2 — Model the business enterprise
#3 — Adopt a BPM framework
#4 — Use a standard modeling language
Retention #5 — Develop models derived from stakeholder requirements
Process #6 — Model what you know
#7 — Model with a purpose
#8 — Select a target domain
#9 — Perform requirements analysis
Commission
#10 — Keep it simple
Performance
Calculation Management

7. Examples of level 2 business processes
for the account management function
Customer
Account
Segmentation
& Classification
Account
Sales Campaign Manager
execution Allocation &
Maintenance
Sales Processes
Sales Forecast Sales Order
Management Processing
Opportunity &
Pipeline
Management

8. Simple rules for complex decisions
Improve
coordination
Balance
structure
Make better and flexibily
decisions

9. Optimise your IT and data operations t
enable your strategic objectives
The simple approach Our recommendation
Gouvernance
• Analyse current situation
Metrics based
Performance Organisation
• Determine desired end-state
Management
situation
• Identify Gaps (Organisation,
Efficiency
Behavioural, content, functionality,
IT…)
Project/Program
Management
Business
Process • Translate into multiple scenarii
• Chose right scenario
Information
Relevance
• Size risk and opportunity response
and action plan accordingly

10. Our granular approach
News
Management Social Network
Information
Email filtering
Relevance
Master Data
Documentation Business
Management Process
Metrics Work
Creation Instruction
Target Settings
Governance
Performance
Management