The A.S. Watson IT-team facilitates the services of all these business units in over 24 countries. Service Manager Joost talks about the themes that play a big part when uniting the different units from all over the world, such as language, culture and cooperation.

1. Organize services
Aligning Central Services
to enable 12 local IT service approaches throughout Europe
Joost van den Hoven
Service Manager Group IT - A.S. Watson

2. Joost
van den Hoven
Service Manager Group IT
A.S. Watson

3. Content
• Company background
• Aligning the central services
• Challenges
• Conclusion

4. Company Background

5. AsiaEurope
Presence in 24 countries Presence in 10 countries
Some facts
14,400+ stores
135,000+ Staff
4,000+ cities
1,500+ pharmacies
130 million+ loyalty members
4 billion+ customers per year

6. Group IT
Group IT Europe takes care of:
Datacenters
Infrastructure Store systems
Application development and support
• CRM
• ERP
• Logistics
• Store applications
• Integration
• Service management
Supporting Central Services for
the local Business Units

7. Aligning central services

8. Aligning central services
• Service management tooling
• Reduce complexity
• Supporting local business units
• Collaborate and integrate

9. Challenges
Collaboration
Language and Culture
Support structures
Functionality / Usability

10. Collaboration
• Started small using best practices
• Together with a large BU
• Invited other BU’s
• Open arms vs resistance
• Training Local heroes
• From pull to push

11. Language and culture
• Different countries, different people, different culture.
• Language issues during rollout
• Language issues affect degree of acceptance
• Tool supports various languages
• Not all European languages
• Escalations? -> English

13. Support and organisational
structures
• Business Units are autonomous
• No universal support structure
• The services question
• Size differences
• Store implementations

14. Functionality
UsabilityforA.S.Watson
SelfService
Portal
Call
Management
Problem
Management
Change
Management
Operations
Management
Reservation
Management
Configuration
Management
Asset
Management
Knowledge
Management
Contract
Management

15. Result
Frontend
• 1 SelfServicePortal setup
• 3000 end users
• 2000 stores
• 220 Forms
Backend
• 800 operators
• 225 Categories
• 1500 Sub-categories
• 14.000 calls/month

16. Digital Transformation

17. Conclusion
• Are the central services aligned?
• Are services improved?
• People/Process/Product
• Know the customer and their business
• Collaboration is easier

18. Organize services
Aligning Central Services
to enable 12 local IT service approaches throughout Europe
Joost van den Hoven
Service Manager Group IT - A.S. Watson
j.hoven@eu.aswatson.com
https://www.werkenbijaswatson.nl/
https://www.linkedin.com/in/joostvandenhoven/