Presentations

Learning to Use Agile to Cut Cost and Headcount and Provide Better Quality Service

Learning to Use Agile to Cut Cost and Headcount and Provide Better Quality Service

Melbourne University has implemented a completely new operating model, with a new service platform provider, University Services (1650 FTE), a critical part of that reform. It has created a Lean/Agile innovation approach focusing on nine key areas of benefi t to its customers showing service improvements across a range of key metrics, along with a service orientation with a values-based culture across all staff.
In this presentation from SSOW Australia 2017,  Paul Duldig Head of University Services at the University of Melbourne answers the key question: how can we effectively deliver support services to our customers - teachers, researchers and students of the university?
Empowering People and Instilling a Sense of Purpose and Pride in Your SSC

Empowering People and Instilling a Sense of Purpose and Pride in Your SSC

ACT Government has focused a major amount of effort into building decision making and strategic capabilities in its SSC staff, and instilling a sense of pride and ownership through e‚ effctive leadership. It has surveyed staff and customers to identify areas in need of improvement and gone about embedding those changes boost influence of the SSC.
In this presentation from SSOW Australia 2017.  Graham Tanton, Executive Director, Shared Services at ACT Government, answers the key question: How do you
lead an effective SSC and instil independence, ownership and decision making capabilities?
How NAB has Unifi ed Front and Back Ož ce and Cashed in the Cheque For Customer Centricity

How NAB has Unifi ed Front and Back Ož ce and Cashed in the Cheque For Customer Centricity

NAB has eliminated siloes, especially between the front and back office, looking holistically to improve end to end process and think of the value chain organisation wide. It is using HCD and reimagining what the customer wants to reengineer process before implementing RPA.
In this presentation from SSOW Australia 2017, Renata Sguario, Head of Sales and Operations Shared Services, Latitude Financial, answers the key question: What role does the back office play in delivering customer centric service and how do you go about unifying them with customer facing divisions?
Calling on Your SSO for Insight: How Telstra is Dialing Into the Future of Finance by Becoming a Global SS and Implementing RPA

Calling on Your SSO for Insight: How Telstra is Dialing Into the Future of Finance by Becoming a Global SS and Implementing RPA

Telstra established a global finance services group in April, with a broad range of Shared Service functions including billing, credit risk management, fraud, revenue assurance, all rolled into international functions. With 2.5k people already in the Global Shared Service, the opportunities are growing beyond finance, and helping realise Telstra’s long-term vision.

In this presentation from SSOW Australia 2017,  Max Miller GM, Strategy at Telstra Global Financial Services, answers the key question: How do you take a global finance services group and become a global business services group?