New Technology Applications drive ABB Brazil Services

How is ABB leveraging its shared services model to improve its operations? Learn about its services delivery strategy in this interview with Francisco Malnarcic, SAS Manager of the company. He talks about the maturity level of the SSO, the main challenges of the moment, and plans for the next few years. For further details, check Shared Services & Outsourcing Week Brazil. SSON: How mature is your Shared Services Center? Francisco Malnarcic: ABB’s SSC has a successful history and has been established for more than 10 years, so it is a very mature center, with well-defined solutions and processes and is fully operational. The company has 65 employees and the scope is centralized in administrative services of accounting, taxing, accounts payable, accounts receivable and customer credit. At this maturity level, which are the major challenges and how you are working to overcome them? The challenge is to be always gaining productivity and quality. In this sense, proximity with information technology (IT) is essential. All the SSC processes are highly impacted by technology. Advances like OCR (Optical Character Recognition) can be translated into productivity gains very quickly. Today, ABB’s Shared Services leverages OCR tools in addition to an intensive use of document digitalization, Workflows in Lotus Notes and Web, Web Apps to make information available to suppliers (Vendor Self Services), and Integrated Apps linked to ERP to control Credit and Collection and Foreign Trade. What kind of strategies do you use to keep talent in the company? Do you consider this one of the biggest challenges at the moment? There is no doubt that keeping talent is a major concern. ABB’s SSC has a strong focus on training its employees and others involved in the company’s finance processes through offering a series of financial and tax training opportunities. Another extremely relevant aspect is the fact that it is seen as a breeding ground of the company’s talent pool. SSC-developed talent finds its way to different places inside the company: purchasing, controlling, auditing, contracts administration, and even in other countries within ABB. What are your plans for the Shared Services Center in the next years? Could you talk a little about that? For the future, ABB’s SSC must look for advances through more application of new technologies, staff training as well as selecting and retaining talent, and expanding activities to South America – the South America Cluster – beyond just maintaining the current high level of standardization and broadening the scope to other activities in collaboration with other corporative areas of ABB. [eventpdf]

New Technology Applications drive ABB Brazil Services

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