COE

Being a part of a Center of Expertise OE/OV LABS aspires to mutual collaboration with Accenture
OE Factories, OV COE Country and OV RO/RO Teams to pursue excellence in order entry
management area.

Order Entry & Playing CIC ambassador role, OE/OV LABS are responsible for testing various x-country
enhancement proposals and while approved and tested, successfully implementing those across all

Order Validation Labs Emea markets. CIC enhancements are positively impacting AHT.

Standard process maintainance responsibility – strong involvement in escalations at operational

and process owner level, deviations revision and performance monitoring.
Role & Responsibility
Order entry process competency center working across
BUs to provide leadership, best practices, expertise, CIC Expertise Process Guidance Process Monitoring Automation
monitoring, process related support
and x-trainings (in close cooperation with the Global Training
Team)

 MMX Bot Automation

CIC enhancements and changes related to
CIC templates:
OE LAB:
OV LAB: FY24:12, FY23:41
CIC automation:
 Outo forwarding rules for OOO
emails
 OE CIC Dashboards enhancement
 PO Archiving Automation
 E-Mail Template Flow change
( indication of the e-mail from the
Document Flow to be forwarded)
 VIP Account Processing Automation
& Rollout
 Automation of internal reminders
 Improved Visibility of Outbound E-
Mails
 Accenture Mapping Framework
 Delivery Block 82 – Find component
 SAP CIC Open Service Requests
CleanUp
 DEMO Project
Support provided X-BUs
 mPXR Return Complaints
 Custom Value issues
 GTS communication governance model
for WE countries (BPS for CEMA
region)
 ZSCP monitoring process
 Empty rejected orders clean up in SAP
ECC
 Spinal support (6 monts)
Next steps:
 Escalation tracker
 OMD Monitoring Dashboard
 RDD Bot (Barbossa) to replace
 # deviations were subject to BROT Attack Macro
OE/OV Labs analysis and #  PowerQuery Report
were succesfully implemented  BOT for FINDMATERIAL issue (E-
 235 Process updates were BIZ)
shared (46 in FY24)  ESKER, enhancement for Italy, Iberia
 Q_END Playbook (RO and Nordics
incorporation)
REPORTING:
 Pending Tasks and SR aging
 Qend WE Communication
 Incorrect OFI Dashboard
 CCO monitoring dashboard
 CIC Task Report
 Anomaly detection project

1 Presentation Title | Month October, 2023 | Confidential, for Internal Use Only
DRAFTS

2 Presentation Title (Edit on Slide Master) | Month ##, 2022 | Confidential, for Internal Use Only
 Order Entry & Order Validation Labs
Role&Responsibility
CIC EXPERTISE BUSINESS ACUMEN
Established communication DOMAIN EXPERTISE
governance model with SAP CIC IT OE/OV STANDARD PROCESS MAINTAINANCE
to propose system enhancements,
# PROCESS UPDATES SHARED
test new solutions and onboard new
countries

BUSINESS ACUMEN BUSINESS ACUMEN

DOMAIN EXPERTISE DOMAIN EXPERTISE
mmm # PROCESS UPDATES SHARED

BUSINESS ACUMEN
DOMAIN EXPERTISE
# PROCESS UPDATES SHARED

X-DEPARTMENTS SUPPORT
BEST PRACTICE SHARING DIRECT CUSTOMER CONTACT EXPERIENCE
Close cooperation with ACC, RO OV NEARSHORE TEAM
and iternal COE Teams in order to mitigate the
risk, close any potential gaps, streamline the
process and increase its effectiveness

3 Presentation Title | Month October, 2023 | Confidential, for Internal Use Only
 Order Entry &  Order Entry and Order Validation process competency

Order Validation Labs

center works across BUs to provide leadership, best
practices and support & trainings in close cooperation
with the Global Training Team

 Being a part of a Center of Expertise OE/OV LABS

aspires to mutual collaboration with Accenture OE
Factories and OV COE/RO Teams to pursue
excellence in order entry management area

 OE/OV LABS are playing CIC ambassador role,

various enhancement proposals were tested by our
Team and while approved have been successfully
implemented across all Emea markets. CIC
enhancements positively impacted AHT & made CIC
system more user friendly and effective.

4 Presentation Title | Month October, 2023 | Confidential, for Internal Use Only
DRAFTS
Business Goal Business Goal Business Goal Business Goal

4
3
2
1
daga
mmmmmmm

5 Presentation Title (Edit on Slide Master) | Month ##, 2022 | Confidential, for Internal Use Only
 OV ALPINE LAB
Areas of domain expertise
BUSINESS ACUMEN LANGUAGE EXPERTISE
DOMAIN EXPERTISE 1 5 Ad hoc translations to Italian, German
and French performed based on OTC
Team consisting of experienced employees requests
having gained a wealth of knowledge
and experience related to different processes:
(Returns,Disputes,Kits,Diabetes) and products.

PROVIDING
TRAININGS & SHADOWING
2 6 OV PROCESS DESIGN
SESSIONS Update of DTPs and Process Flows
Training sessions for RO, BM, ACC, Proposing changes and improvements
OPEX, Internal Training Team Closing process gaps

CIC EXPERTISE
7 ORDER VALIDATION PROCESS EXPERTISE
Close cooperation with SAP CIC IT and
OTC to propose improvements and test
3
new solutions

X-COUNTRY
4
X-TEAMS SUPPORT
 Returns
8 DIRECT CUSTOMER CONTACT EXPERIENCE
 Inventory OV NEARSHORE
 Spinal
 RO AT & CH