SISI Shared Services 2022

Shared
Services
© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

All contents featured in this document is confidential and belong to their respective author(s).
1
Understanding
Shared Service
Business

Today Business
Challenges
• Bagaimana proses bisnis dapat menjadi lebih
efektif?
• Bagaimana mengurangi resiko bisnis pada
transactional process?
• Bagaimana penerapan process improvement
dalam proses yang ada?
• Bagaimana penerapan process automation
(robotic & bots) pada proses bisnis yang ada?
• Bagaimana meningkatkan organisasi ke arah
strategik di masa akan datang?

What is
Shared Services?
• Model bisnis yang berfokus penuh kepada
kebutuhan pelanggan melalui shared
responsibility process.
• Bertujuan memberikan business insights
yang membantu organisasi mengarah kepada
process improvements, leverage technology,
better customer experience, effective and
efficient process
• Sehingga pertumbuhan organisasi menjadi
jauh lebih baik.

What make Shared Service different with
Outsources Model?
• Responsibilities dan accountabilities yang sangat jelas
antara organisasi (customer) dan tim Shared Services
• Business Agreements sebagai guideline standarisasi
service delivery, service monitoring dan mengarah
kepada excellent output quality.
• Leverage technology lewat implementasi process
automation yang menjadikan transaksi bisnis lebih akurat
dan mengurangi risiko bisnis yang ada.
• Membantu proses-proses transaksi dalam organisasi jadi
lebih efektif dan efisien
• Membantu organisasi (customer) dapat berfokus penuh
pada main core business untuk bertumbuh lebih baik di
masa yang akan datang.

Shared Service Objectives
Source: PwC Shared Service Global Survey 2016 Source: Market Insight

Shared Service - Best Practice Split
83% Finance
Information
83%
Technology
79% Human
Resources
54% Strategy
50% Internal Audit
Source: PwC Shared Service Global Survey 2016

Top 5 Functions
migrated to the Shared Services
Finance & Accounting - Best Practice
Process Split

Human Resources - Best Practice
Process Split

IT – Best Practice Split
Retained Shared Service

Recent Development in Shared Services
Evolution of process
migrated to Shared Services

Common Methodology
All components of the finance operating model will

be considered to achieve expected outcomes

2
SISI as a
Shared Services
Provider

SISI Shared Services
Customer IT
Infrastructure
Operation
IT Process
Tower
Financial Seat
Process Management
Tower
3rd Party
Seat
Service HR Management
Desk Process
Tower
Customer
Other
Process
Tower
SISI Shared Service merupakan solusi terpadu untuk
seluruh proses bisnis perusahaan, memberikan single point 3rd Party
Tower
of contact dan unified user experience sehingga
pelanggan dapat lebih fokus kepada hal-hal yang strategis.

SISI Shared Services Tower
Financial & Human Purchasing Service Other

Accounting Resources Operation IT Operation Desk Services
Operation Operation
Master Data Process Project Sales &

Management Automation Management Marketing

SISI Shared Services
Value Proposition
ü Better and faster process through
best practice adoption
ü Continuous process and quality
improvement
ü Cost reduction

SISI Shared Services Year in Review
(Data as of Jun ‘19 to Sep ’20)
99,85% 19.000 ++
Average SLA SSC Team. Tickets received and completed on
Target is 98% per annum. its SLA period (1 Business Day)
1.2 Mil.++ 5.100++

Transaction processed on Calls handling
ERP platform.

Our Team
Jemy Mustany Berliana Situmorang Yosua Manulang Yacoeb T. Hudoyo

Operations Manager Assistant Manager (Procure to Pay) Assistant Manager (Finance) Assistant Manager (Accounting)
Six Sigma Yellow Belt Six Sigma Yellow Belt Certified Financial Process Associated Certified Financial Process
Scrum Master Six Sigma Greenbelt (On Progress) (On Progress) Associated (On Progress)
Diploma in GBS (On Progress) 6 Yrs Experience with Shared Services 4 Yrs Experience with Shared Services 4 Yrs Experience with Shared
5 Yrs Experience with Shared & Outsourcing Services
Services (Uber & LafargeHolcim)

Business Report of SISI Shared Services (Sample Only)
Figure 1A - Posting Activity SLA (%) Figure 1B - Posting Records Average posting per day
(21 business days):
150,3
100 99,99 100 100 100 100 136,1 132,4 662 per day
112,2 131,6
99 96,3
No Issues
48,2
1,95 1,43 11,9 9,12 6,61 Issues
Remark Over (661 Items)
Jan Feb Mar Apr May Jun Posting Activity
Jan Feb Mar Apr May Jun *Dalam ratusan
With Exception:
• Delay Master Data - 1 Items
• Late User Request - 46 Items
Figure 2A - Clearing Activity SLA (%) Figure 2B - Clearing Records • Incomplete Information – 614 Items
100 167,9
99,89 99,99 99,82 100 99,97 125,2
95,7 114,3
99 84,3 77,1 Average Clearing per day
62,7 No Issues
23,7 24,3 30,2 32,1 31,2 (21 business days):
Issues
752 per day
Jan Feb Mar Apr May Jun
Jan Feb Mar Apr May Jun *Dalam ratusan
Remark Over (3.129 Items)
Clearing Activity
Figure 3 - Reverse Clearing With Exception:
• Number of Reverse Scheduled Reports • Late Installment - 7 Items
Clearing 101 102
7 On time submitted • Incomplete Information - 269 Items
• 7 Mistakes 4 4 3
scheduled reports • Late Invoice – 877 Items
• Below Monthly SLA
• Late User Request – 1.355 Items
Target 0 Mistake Jan Feb Mar Apr May Jun 100%
Meet the target of 100% Without Exception:
© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI) • Late Clearing - 621 Items
Business Report of SISI Shared Services (Sample Only)
Figure 1A – Invoice Processing Activity SLA Figure 1B – Invoice Processing Number of Error
Without
(%) 100 Records Remarks (Maximum is 4 per month for all of
100 100 99,81 99,69 100 612 637 transaction processed):
549 539 Remarks
98 323
110 68 111 83 63
260 Over by
0 error
1 1 62
Jan Feb Mar Apr May Jun Jan Feb Mar Apr May Jun List Issue
Exception 32
Figure 2A - Ticket Activity SLA (%) Figure 2B - Ticket Categories Confirmation to AP SBI 9
Others 8
100 100 100 100 100 100 34 32
30 23 27 No Struk 5
95 20
Unclear Attachment 3
Cost Center 3
Jan Feb Mar Apr May Jun Different amount 1
Inc. Internal Inc. External Request Confirmation to User 1
Jan Feb Mar Apr May Jun
Figure 3A - Avg. Processing Figure 3B - Avg. Processing

Day of Settlement Day of Reimbursement Average Posting Average Ticket Solved
2,9 3,32 Processed per day (21
2,45 2,02 2,36 2,66
2,04
2,71 2,66 2,91 per day (21 business
1,91 1,47 business days): days):
15 per day 1 per day
Jan Feb Mar Apr May Jun Jan Feb Mar Apr May Jun

In Depth Process Monitoring & Tracking

Performance Dashboard

SLA Tracking

Operating Principles
Business Agreements
§ Organization Level Agreements (OLA)
Prosedur yang mengatur tentang hal-hal
yang datang dari client (approval,
supporting documents, dsbnya).
§ Service Level Agreements (SLA)

Prosedur yang mengatur tentang layanan
(end-to-end, duration, execution) kepada
setiap requests yang dikirimkan oleh client.

Data Management Principles
Enterprise Enterprise Enterprise Cloud Cabinets; Archive

Google Drive OneDrive Platform (Offline)
Platform Platform
Identify, Confirm Employee

Control Access to Develop with Proof
and Protect Secure Devices Compliance
Data and Networks of Compliance
Regulated Data Training

Service Desk Function
Create ticket
Requester Help desk agent
• Manage Inquiries
• Manual Routing for
Service Request Requester Create ticket SDP Verify SLA
• Calls Support
• Customer Set due by time
Satisfaction Survey
Requester Self-service
Create ticket
Run Business
Rules
Respond to
Requester
with Solution Assign to
Technician Place in group

Service Portfolio
ICT infrastructure Business Applications (BA) End User Devices
Mission Critical
Active
Jaringan BA BA BA PC Notebook Printer
Directory
System BA BA BA Proyektor /
Data Base Tablet HP
Security Video Wall
Server BA BA BA
BA BA BA • Seat Management
• Operation Management • Service Desk Function
• Asset Management • Service Provisioning
• License Management Non-Mission Critical • Incident management
• Availability Management
• Backup management • Service Desk Function • Problem Management
• Capacity Management • Service Provisioning • Change Management
• Security Management • Incident Management • New IT Service Request

Shared Services Tower
Master Data Management
§ Material Master Data § All Master Data Reports § Customer Master Data
§ Service Master Data § Master Data Requester § Finance Master Data
§ Contract Master Data § Workflow and Document
§ Vendor Master Data Management Consulting
§ Master Data Creation
§ Master Data Cleansing
§ Master Data Extension
Legend: Performed by Shared Services | Mixed Performed | Performed by Client

Human Resources
§ Candidate Searching/ Pooling § Employee Master Data

§ Recruitment & Selection § Training Administration
§ Hiring/ Onboarding § Access & Tools Request
§ Internal Transfer § Employee Reference
§ Termination § Absenteeism & Payroll
§ Compensation & Benefits § Total Rewards
§ Travel & Expenses

Accounting - Accounts Receivable
(Order to Cash)
§ Perform A/R Clearing § Billing & Invoicing

§ Perform Customer Ledger § Collection
§ Account Reconciliation § Credit Control
§ Perform Root Cause Analysis
§ A/R Aging Report
§ Provision Doubtful Accounts

Accounting - General
(General Accounting, Fixed Asset, Consolidation)
§ Process Journal Entry § Inventory Accounting

§ Bank Reconciliation § Supporting Reports
§ Inter/ Intra Company Reconciliation § Manage Inquiries
§ Fixed Asset Accounting § Consolidation & Reporting
§ Product Costing § Management Reports

Procure to Pay
(Procurement)
§ Standard Reports § Procure via PO

§ All PO Related Reports § Validate Supplier Compliance
§ Disputes Inquiries § Generate Contracts
§ Delivery Monitoring § Record Receipt of Goods & Services
§ RFx Event § Generate Spend & Saving Reports
§ Award Business to Shortlisted Supplier
§ Negotiate Quotation

Procure to Pay – Accounts Payable
§ Index Invoices § Invoice Receive

§ Perform 2, 3 Way Match § Invoice Scan
§ Vendor Inquiries § Archive Invoice
§ AdHoc Reports § Generate Standard Reports
§ Resolve Inquiry/ Disputes
§ Root Cause Analysis

Others - Performance & Reporting
§ Business Performance Report

§ Business Report Dashboard
§ Business Insights
§ Root Cause Analysis
§ Business Documentations

Others - Internal Control System
§ Business Controlling
§ Periodical Process Testing
§ Segregation of Duty
§ Quality Assurance

Our Satisfied Customer

For further information
please contact
PT SINERGI INFORMATIKA SEMEN INDONESIA
Graha Aktiva, Lantai 11
Jl. H.R. Rasuna Said Kav 3, RT.6/RW.4,
Kuningan Timur, Setiabudi, Jakarta Selatan,
DKI Jakarta 12950 - Indonesia
Phone: +62 21 2941 0371
Email:
ptsisi@sisi.id (General Inquiry)
pr@sisi.id (Media & External Invitation)
marketing@sisi.id (Business Inquiry)
partner@sisi.id (Partner Inquiry)
www.sisi.id
Embrace
Digital
Transformation
with Us!
#DXwithSISI

Terima Kasih
PT SINERGI INFORMATIKA SEMEN INDONESIA

Graha Aktiva, 11th Floor
Jl. H. R. Rasuna Said Kav 3, South Jakarta 12950 – Indonesia
P: +62 21 2941 0371
www.sisi.id


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Shared

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

50% Internal Audit

Source: PwC Shared Service Global Survey 2016

Source: PwC Shared Service Global Survey 2016

Source: PwC Shared Service Global Survey 2016

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

Source: PwC Shared Service Global Survey 2016

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

All components of the finance operating model will

Source: PwC Shared Service Global Survey 2016

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

Financial & Human Purchasing Service Other

Master Data Process Project Sales &

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

1.2 Mil.++ 5.100++

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

Jemy Mustany Berliana Situmorang Yosua Manulang Yacoeb T. Hudoyo

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

Figure 3A - Avg. Processing Figure 3B - Avg. Processing

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

§ Service Level Agreements (SLA)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

Enterprise Enterprise Enterprise Cloud Cabinets; Archive

Identify, Confirm Employee

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

Requester Help desk agent

Technician Place in group

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

Legend: Performed by Shared Services | Mixed Performed | Performed by Client

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

§ Candidate Searching/ Pooling § Employee Master Data

Legend: Performed by Shared Services | Mixed Performed | Performed by Client

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

§ Perform A/R Clearing § Billing & Invoicing

Legend: Performed by Shared Services | Mixed Performed | Performed by Client

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

§ Process Journal Entry § Inventory Accounting

Legend: Performed by Shared Services | Mixed Performed | Performed by Client

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

§ Standard Reports § Procure via PO

Legend: Performed by Shared Services | Mixed Performed | Performed by Client

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

§ Index Invoices § Invoice Receive

Legend: Performed by Shared Services | Mixed Performed | Performed by Client

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

§ Business Performance Report

Legend: Performed by Shared Services | Mixed Performed | Performed by Client

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

Legend: Performed by Shared Services | Mixed Performed | Performed by Client

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)

© 2022 – Shared Services by PT Sinergi Informatika Semen Indonesia (SISI)