New operating model – Order to cash (E2E)

Challenge

A deterioration in the Client Service Index (CSI score) caused by both a high volume of manual invoices and wrong invoices leading to a high frequency of rectifying wrong invoices by the finance department. Furthermore, the client had more than 70 different invoice flows and had throughout the organisation a lack of a clear picture of the roles and responsibilities throughout the end-to-end invoicing processes.

Approach

Implement Consulting Group assisted the client in designing and implementing a new operating model regarding the end-to-end invoicing processes, including redefining the roles and responsibilities as well as introducing accountability as a term.

The design phase focused on the principles of the new operating model, whereas the next phase focused on implementing the new operating model in the organisation. Implement Consulting Group provided both facilitation and technical expertise, allowing the client to:

• Redefine roles and responsibilities as well as accountability throughout the end-to-end invoicing processes
• Align invoicing processes across borders and business units
• Create awareness and knowledge of the steps in end-to-end invoicing processes
• Create awareness and knowledge of the roles and responsibilities for the steps in end-to-end invoicing processes

Finally, gamification was used to onboard and implement the new operating model across borders and organisational functions in the end-to-end invoicing processes.

Impact

The project contributed to a newfound insight into the roles and responsibilities throughout the end-to-end invoicing processes as well as making it clear who is accountable for what.

This project ensured:

• Improved transparency and awareness regarding roles and responsibilities
• Increased knowledge in the organisation in respect of the end-to-end invoicing processes