IBM - Back-Office Customer Service Team of the Year

Company: IBM, Armonk, NY
Company Description: IBM is a values-based enterprise of individuals who create & apply technology to make the world work better. Today, more than 400,000 IBM employees around the world invent and integrate hardware, software and services to help forward-thinking enterprises, institutions and people succeed on a smarter planet.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year - Technology Industries

Nomination Title: GFAM Design Thinking – Driving Operational Excellence

https: //ibm.box.com/s/vk112ve06loxebter6ue1mhc731tmw4g

The IBM Global Fixed Asset Management (GFAM) team consists of 94 members with the mission to execute capitalization activities for all categories of IBM Fixed Capital Assets to accurately record depreciation in the subledger. The subledger scope is 98 countries, approximately 5 million assets with approximate Net Book Value of $9.3B.

GFAM utilizes global iERP system for sub ledger transactions. With the size, breath and scope of IBM, country upstream systems can be varied. There are globalinitiatives over multiyear schedules that will support future integrations, automations and efficiencies. In the interim GFAM team is focused on discovering projects to drive continuous improvement and deliver improved client experience and operational excellence for our internal clients and business.

Outline the team's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

In April 2019 GFAM embarked on a Design Thinking journey. 27 GFAM members achieved the IBM Design Thinking Practitioner Badge. Squad Leaders (Managers), SME’s and key members led the Design Thinking and Discovery workshops.

In 2020 all GFAM members attained Design Thinking Practitioner Badge and 36 members attainted next level Design Thinking Co-creator Badge. The 2020 workshops were facilitated by volunteer team members who attained the Co-creator badge.

The workshop outcomes were twofold:

1. Deliver tangible efficiencies to the business

2. Develop and grow the talent and skills of all GFAM members

Both2019 & 2020workshops were a great success with high engagement from the whole GFAM team, with the following outcomes:

-12 Design Thinking workshops facilitated, yielding 314 ideas
-12 Discovery workshops facilitated, yielding 172 potential solutions
-Top 39 projects selected in collaboration sessions
-All GFAM members volunteered to be Project Leaders or Project Members
-Entire team developed skill levels in Design Thinking, Project Management, Kanban, Kaizen and Value Stream Mapping.

In 2019, projects were run over 6 months with weekly stand-ups to track progress and address blockers. Project showcase was held in November 2019. Approximately 12,000 hours of productivity was achieved for 2020 and client experience improved.

In 2020, with some adjustments and redesign due to COVID, workshops were kicked off in May 2020. Projects are in development and implementation phases with showcase planned for 1st quarter 2021. Estimated minimum of 6,800 hours productivity is achieved and client experience continue to be positively impacted.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

Sample Projects:

Work in Progress Metric Reporting – Prior monthly reporting process required 190 individual reports across 39 countries, run by separate team members. With system development and process redesign this reduced to 13 reports centrally run. Eliminating consolidation errors, increasing quality and efficiency – saving 1,020 hours.

GFAM Communication Page – Redesign and complete review and revision of content to ensure more client focus and friendly.

Journal Voucher Back up Quality – A collaborative partnership with Accounting team to redesign templates and develop unified standards. Saving 1,440 hours and increasing quality and accuracy.

WTJF GLOBAL STANDARDISATION – Review and revise the walk-the-job-form (WTJF) integrating requirements globally and redesign with internal client input to deliver user friendly form for every project manager across worldwide – Efficiency and client focus, saving 1,200 hours.

Effective Asset Location Management- Collaboration with Real Estate teams to design the process of leased location deactivation and develop auto-function to update accurate location on assets timely – Efficiency and client focus, approx. saving 1,290 hours.

MLDB (for capital asset movements) request auto-processing – Auto-process all the MLDB ITD asset transfer and retirement requests previously processing manually. Increase quality and efficiently, saving 500 hours.

Capitalization overall E2E process – Collaboration with multiple functions capturing end to end process from acquisition to asset disposal in order to provide deeper understanding of E2E to our GFAM team members and improve client experience. Efficiency and client focus – saving 670 hours.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):

The GFAM Design Thinking approach engaged the entire GFAM team lifting skills levels and providing higher standards of support with higher quality back office support to our internal clients and positive internal client experience. As GFAM back office support touches all business units in all countries this benefits the entire IBM organization.

Accomplishments worth sharing:

1. 12,000 productivity hours gained from 2019 workshop. Minimum 6,800 productivity hours estimated from 2020 workshop.
2. Total 10% GFAM resource productivity.
3. Reduced attrition: reduced 50pts 2018/2019, reduced 23pts 2019/2020 YTD.
4. Improvement in manual capitalization business results:
-90-day aging target 10%: - 2019 achieved average of 6.2%, 2020 YTD average 5%.
-Aged Capitalization > 180: record lows, consistently under 200k (< 0.1% of balance), zero > 365 days.
5. GFAM business unit achieved: -
-‘Above the IBM Average’ in November 2019 IBM Annual Engagement Survey increasing 3pts YTY
-94% in November 2020 IBM Annual Engagement Survey increasing 8.7pts YTY
6. Inspired, encouraged and engaged team members to develop and grow skills which was demonstrated with team members skills and confidence in leading 2020 workshop with positive results.
7. Experience and outcomes showcased with other IBM teams to inspire their journey.
8. Positive Client impacts from project and stronger business result outcomes.