Presentatie Contract Management › files › StreamFile167907 › 3-debb… · Align account plan...

Presentatie Contract ManagementDebby Michels, 13 maart 2014

FrieslandCampina in een oogopslag

10,3 miljard euroomzet

Vestigingen in

landen28

19.946medewerkers

1,0 miljardconsumenten

Export naar meer dan 100landen

leden-melkveehouders

19.487zijn de eigenaren van deonderneming

Onze wereldwijde merken

Consumentenproducten Professionele markt

Ingrediënten

Contract Management

Contract ManagementAgenda

Agenda;

1. Reeds bereikt• Achtergrond• Start• Strategisch leveranciers• Management Dashboard• Tijdspad

2. De praktijk; T-Systems Management Dashboard

3. Hoe verder, volgende stappen• ICT Strategie• Waarom Contract Management professionaliseren• Huidige en gewenste situatie• Samenvatting

4. Vragen

Agenda;




4. Vragen


Achtergrond Debby Michels

Procurement ICT

2003-2006Senior Buyer facilities, investments and MRO

2006-2009Category groupprocurement manager ICT

2010-hedenStrategic Partnership Manager

Probleemstelling

Na de fusie van Friesland Foods en Campina werden er steeds meer grote outsourcing contracten gesloten:• De werkplekken, scope Europa• Datacenter hosting, scope Europa• Wide Area Network, scope wereldwijd

Maar niemand die de contracten managed:• Wel Service level management maar geen contract

management• Inkoop niet verantwoordelijk voor up to date houden

contracten, en ook niet voor de uitnutting van de contracten

Achtergrond

ICT budget:• ± Euro 100 miljoen per jaar, exclusief business programma’s• 80 % extern besteed

• Waarvan 60% bij de 8 strategische leveranciers

Aantal ICT leveranciers:• ± 200 leveranciers corporate ICT • ± 600 leveranciers totaal

Start

Gezamenlijk het dashboard opgezet

Bepaal de strategische leveranciers

Bepaal waarop je wilt sturen

Zet dit in een dashboard

Begin met de leverancier waarmee je een solide relatie hebt

Dan verder uitrollen

Ap

plic

atio

n

Ser

vice

s

Strategische leveranciers

Appl. services

Business appl.

Database appl.

Capgemini

SAP

Oracle/ Microsoft

Infr

astr

uct

ure

Ser

vice

s

WAN

Voice, fixed

Werkplekken

Verizon

Verizon

Fujitsu

Office & Coll.

Datacenter

Microsoft

T-Systems

Su

mm

itP

rog

ram

Consulting partner IBM

inhuur

licentie

licentie

outsourcing

outsourcing

outsourcing

licentie

outsourcing

inhuur

Management Dashboard

Finance• ongoing services• finance disputes • savings

>10% below target agreement 5 - 10% below target agreement on target agreement

Strategic Intent• governance• partnership• strategic alignment

Performance• overall delivery• availability• incidents

Customer Satisfaction• customer satisfaction• service improvement

Finance• ongoing services• finance disputes • savings



Finance• ongoing Services• finance disputes • savings






Tijdspad

2011 2012 2013

• Strategic Suppliers • Dashboard

• Verizon• Manier van werken

2010

• Dashboard• Fujitsu• IBM• SAP

• One size fits all, past niet

• Dashboard• T-Systems

• Geen dashboard voor inhuur en licentie contracten

• Verder professionaliseren van Contract Management

2014

Agenda;



3. Hoe verder, volgende stappen• ICT Strategie• Waarom Contract Management professionaliseren• Huidige en gewenste situatie• Opleiding• Samenvatting

4. Vragen


Management DashboardFebruary 2012

T-Systems Management DashboardFebruary 2014

Version 1.0Tactical Board Meeting – February 20th 2014

Dashboard Overview


Performance• overall delivery• system availability• app migration FMO

Finance• FMO• CMO+ • disputes

Customer Satisfaction• balanced scorecard

results

• SIP in progress


Management SummaryFi

nan

ceIn

ten

tS

atis

fact

ion

Per

form

ance

FMO: 11 new servers

CMO+: 11 servers moved to FMO

Disputed amount: none

Governance: operational communication actions defined

Partnership: Relevant TS initiatives done/planned to support FC’s strategic goals

Strategic Alignment: Meeting to create business plan and conf. builder delayed

Customer satisfaction: October 29th interview executed

FC: Application migration within plan

TS: All KPI’s are met

TS/FC: 2 Project green, 2 projects yellow

Financial overviewFi

nan

ceIn

ten

tS

atis

fact

ion

Per

form

ance

€ ‐

€ 100,000.00

€ 200,000.00

€ 300,000.00

€ 400,000.00

€ 500,000.00

€ 600,000.00

€ 700,000.00

€ 800,000.00

€ 900,000.00

Janu

ary

February

March

April

May

June July

August

Septem

ber

Octob

er

Novembe

r

Decembe

r

Janu

ary

Total FMO

Total CMO+

Total Friesland Campina

Euro

Goals for Strategic Intent

Shared responsibilities TS and FC: Agreed meetings to take place according to schedule (incl. stakeholders

present) Open and fair communication without surprises Follow agreed escalation processes

Share strategic intent & roadmaps. Involve each other early in the process of relevant strategic changes

Align account plan of T-Systems with FrieslandCampina ICT Strategy, minimal one time a year. Target for 2014 is having agreed account plan by end of March 2014

TS to pro-actively deliver at least 2 areas of improvement in 2014, to support FC in reaching the set ICT strategic goals. Ideas should be proposed in Q3 and Q4 2014, and at least 40% of TS’ ideas should get approved by FC for implementation

Team up with FC’s partners SAP, Verizon, Microsoft and Fujitsu to generate joint initiatives supporting FC in cost reduction and/or service improvement

Gov

erna

nce

Par

tner

ship

Stra

tegi

c A

lignm

ent

Fin

ance

Inte

nt

Sat

isfa

ctio

nP

erfo

rman

ce

Customer SatisfactionFi

nan

ceIn

ten

tS

atis

fact

ion

Per

form

ance

System AvailabilityFi

nan

ceIn

ten

tS

atis

fact

ion

Per

form

ance

93.00

94.00

95.00

96.00

97.00

98.00

99.00

100.00

101.00

JanFebM

aApr

May

JuneJulyAug

Sep

Oct

Nov

Dec

Jan

%

Availability Dynamic services

Target availability Off ice 95,38%

Target availability Full Time, Full Time DR 99,72%Availability Off ice delivered

Availability Full Time delivered

Availability full Time DR delivered

93

94

95

96

97

98

99

100

101

JanFebM

aApr

May

JuneJulyAug

Sep

Oct

Nov

Dec

Jan

%

Availability Classic, Landing, local & Diab local services

Target availability Off ice 95,38%

Target availability Full Time, Full Time DR 99,72%

Availability Off ice delivered

Availability Full Time delivered

Availability full Time DR delivered

Agenda;




4. Vragen


VISION: ICT is a strategic partner for our Business Groups and Functions delivering best in class solutions and services, driving distinctive business value.HOW TO WIN STRATEGIES PRIORITIES 2014

Embrace Digital For CompetitiveAdvantage

Digital Sales & Marketing Digital Workplace Digital Analytics

Build The StrategicFoundation

Transform Internal Value Chain Transform External Value Chain

Run ICT AsA Business

Do The Core Processes Right Organize For Success

Drive Best In Class ICTOperations

Right Quality Right Cost

ICT Strategies & Priorities - 2014W

HER

E TO

PLA

Y S

TRA

TEG

IES

Fix

The

Bas

eD

rive

Str

ateg

ic V

alu

e

DoelWaarom moet ICT contract management verder professionaliseren?

• 80% van het ICT budget is extern besteed (80 miljoen Euro)

• Minimaal inzicht in de huidige contracten• Geen uniformiteit in aansturing van de

leveranciers

RESULTAAT

Verlies van geld, kwaliteit en tijd:• Onvolledige uitnutting van de contracten• Geen efficiënte en effectieve processen

Best in Class ICT operations- Focus op kwaliteit en kosten

Contract Management verder professionaliseren

Doel

Contract Management verder professionaliseren Waarbij we de volgende subdoelen hebben gesteld:

1. Classificeren van leveranciers; Door indeling en kwalificatie van leveranciers, inzicht in het beheren van deze leveranciers, hetgeen resulteert in betere benutting van de contracten en om deze leveranciers in staat te stellen om voortdurend toegevoegd waarde aan FrieslandCampina te leveren

2. Ontwikkelen en implementeren van Contract Management processen

3. Het vastleggen van rollen en verantwoordelijkheden binnen de ICT organisatie inclusief de samenwerking met Procurement, Legal en Finance

4. Opleiden van de medewerkers om de kwaliteit en consistentie van de uitvoering te waarborgen

Contract Management enables “best in class operations”

requirements/ needs market

Huidige situatieFocus gebieden Contract Management

contracts vendor

Contract Management

Service Level Management

Internal External

Con

trol

Ex

pand

Ser

vice

Orientation

requirements/ needs market

Gewenste situatieFocus gebieden Contract Management

contracts vendor

Contract Management

Service Level Management

Internal External

Con

trol

Ex

pand

Ser

vice

Orientation

processen in de organisatie

ICT

Procurement

Sourcingstrategy

Manage supplier

Procurement

Contract monitoring

Manage the

Contract Supplierpolicy

Contract administration

Inform supplier

Contract establishment & implementation

Huidige situatie

Procurement

Sourcing strategy

Manage Supplierincl.risk &

performance

Procurement

Contract monitoring

Supplier policy

Contract Administration

Inform supplier

Contract establishment & implementation

Contract monitoring & management on

content & financial

Contract monitoring & management on

‐ dealmaking ‐ high impact changes

‐ disputes‐ legal

Contract management

ICT

Gewenste situatieprocessen in de organisatie

captive buyer strategic / corerelation

commercial

low high

high

low

impo

rtan

ce to

you

r com

pany

rout

ine

–le

vera

ge –

bottl

enec

k -s

trat

egic

nuisance – exploitable – development - core

importance to supplier

Gewenste situatie

captive supplier

Gedifferentieerde leveranciers relaties

Datacenter Hosting

Hardware

Milkweb

captive supplier

captive buyer strategic / corerelation

commercial

low high

high

low

impo

rtan

ce to

you

r com

pany

rout

ine

–le

vera

ge –

bottl

enec

k -s

trat

egic

nuisance – exploitable – development - core

importance to supplier

• Service Level Mgmt• Contract Mgmt

• Management Dashboard


Legend:• Red, heavy• Orange, normal• Green, light


Gewenste situatieGedifferentieerde leveranciers relaties

Contract ManagementSamenvatting

Contract Management ≠ Vendor Management

Maar kan niet zonder overleven!

Probleemstelling

Na de fusie van Friesland Foods en Campina werden er steeds meer grote outsourcing contracten gesloten:• In Europa de werkplekken• In Europa datacenter hosting• Wereldwijd Wide Area Network

60% van de omzet wel gemanaged, oftewel 8 van de 600 leveranciers

Geen contract management

Echter zijn dit de bedrijf kritische applicaties/ infrastructuur?

Contract ManagementConclusie 2014-2016

2014-2016 Contract Management verder professionaliseren• Start wederom klein

• Klein team • Focus op de meest kritische en strategische leveranciers• Oplossing gericht, met directe resultaten

• Daarna verder uitrollen

grow big, together!

Start small

Agenda;




4. Vragen


Presentatie Contract Management › files › StreamFile167907 › 3-debb… · Align account plan...

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