SSON Awards Head to Berlin

This year sees the launch of SSON Excellence Awards in Berlin/Germany. The award is a big step for the visibility and recognition of excellence in Germany’s burgeoning Shared Services & Outsourcing industry. But what is the exact definition of Service Excellence? SSON interviews the 2011 winner of the European Thought Leadership Award, Michel de Zeeuw, CEO of Shared Services, Siemens AG. SSON: Michel, you have been working in Shared Services for a long time now. How has the industry changed over the last years? How is Shared Services recognized within the company? Michel de Zeeuw: When I started in Shared Services in 1994, it was something that had taken-off already –– in the US, for the US –– but not necessarily in the rest of the world, including Europe. US companies started in Europe in the early 1990s, with some brand names like American Express, Sun Microsystems and Unisys, for whom I was working at the time. The changes since are enormous in Europe, with the center of gravity for delivery now in (Far) Eastern countries, a much broader scope of services, a much higher level of expertise and maturity of the industry, and the emergence of professional BPO players to support or replace captive organizations. Overall, progress is huge. However, I think Shared Services, particularly in Europe, still need to improve their reputation within the business community. There is still a lot of selling or convincing going on in most corporations, proving that the topic is still not something widely recognized within the business world. I think Shared Services and Outsourcing will improve on their reputation once they prove that they are really able to automate widely, and, generally speaking, create sustainable value for their customers. SSON: You were voted winner of the Thought Leadership Award at Shared Services & Outsourcing Week in Amsterdam this year. How does it feel to be an award winner and how is the award recognized internationally? Michel de Zeeuw: It was a pleasure and an honor of course to be recognized by peers in the Shared Services / BPO world. This had quite a good impact within Siemens also, which was something nice I had not thought of before. SSON: The awards will be introduced in Germany this year for the first time. How do you think this will affect the industry in Germany, in future? Michel de Zeeuw: Although there are a number of German companies now which have Taken up Shared Services, it will be good to give these organizations some visibility and voice power. SSON: What does excellence mean to you? What does it takes for a centre to be "best in class?" Michel de Zeeuw: I believe excellence in service is about consistently exceeding customers' expectations. Service excellence is based, of course, on good operational performance, but is achieved when customer needs are fully understood and addressed pro-actively. I think a center is best in class when its customers are proud of it. SSON: Where do German based companies stand in comparison to international companies? Michel de Zeeuw: I have not made a detailed comparison, but I do see a lot of major German companies having moved or moving fast to Shared Services. So overall I would guess that they are in a leading role in Europe, after UK based companies. SSON: Michel, thank you so much for your time. [eventpdf]

SSON Awards Head to Berlin

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