For shared services organizations process excellence is a key enabler for them to deliver against quality, productivity and efficiency targets. From managing global process variations and engaging teams to identifying the right RPA opportunities, there are many aspects shared services organizations need to get right to achieve process excellence.
Watch this Q&A with Rochelle Hood, SSON Global Head of Customer Analytics and Research and Richard Holmes, Promapp COO to hear how shared services organizations around the world are successfully tackling process excellence challenges including:
=> Simplifying and standardizing SOP management
=> Controlling and managing global process variations
=> Identifying and exploiting RPA opportunities
=> Introducing effective process governance
Richard Holmes is the Chief Operating Officer at Promapp, a global provider of business process management software that makes it easy for organisations to create, improve and share business processes. With a background in accounting, business transformation and shared services, Richard has helped many organizations around the world effectively navigate major change. This included working with British Airways on major change projects in the UK. Prior to joining Promapp, Richard worked for KPMG Consulting where his focus was process transformation projects.
Global Head of Customer Analytics and Research
Rochelle Hood serves as Global Head of Customer Analytics and Research for SSON where she is responsible for enhancing member value and experiences. Rochelle has managed operations and led projects in multiple disciplines including shared services, call center operations and information services. She is a certified Project Management Professional (PMP) attaining her credentials from the Project Management Institute and is a Lean Six Sigma Green Belt. Rochelle holds a BSc in Accounting and a Masters in Business Administration. Rochelle’s professional experience includes project management, process excellence and service delivery roles at IBM, QVC and companies in the defense contracting industry.