Florence Mui

Senior Vice President, Head of Global Business Services
Philips

Check out the incredible speaker line-up to see who will be joining Florence.

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Workshops & Main Conference Day 1

Monday, May 11th, 2020

3:20 PM Case Study: Philips’ GBS 3.0: An unconventional approach to relaunch Global Business Services

After a stagnated beginning, Florence was brought in from the business side to re-conceptualise and relaunch Philips’ GBS across 70 global markets and functions. Discover how she has approached GBS differently with a strong focus on engagement and performance management:

· Back to the basics: Developing KPIs and performance infrastructure to build a GBS foundation

· A proactive approach to reach out to different markets and functions

· Implement a funnel management model to drive engagement and performance management

· Driving service excellence through standardisation, automation and waste elimination

· Focusing on employee experience to develop internal partners

· Embedding innovation into GBS development