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1. Leadership is Everything
Magnus Hasselgren, Head of Service Area Service
Vattenfall Business Services Nordic
2009-03-19
© Vattenfall AB

2. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Agenda Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
© Vattenfall AB
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3. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Vattenfall in brief – Key figures and fact* Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
• Europe’s fifth largest generator of electricity and
the largest producer of heat
• Net sales 2008: EUR 15,041 Million
• Operating profit: EUR 2,733 Million
• Operations in Sweden, Finland, Denmark,
Germany, Poland and the UK with a total of 6
Million customers
• More than 32,000 employees
• Vattenfall AB is wholly owned by the Swedish
state
* 2008 years figures
© Vattenfall AB
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4. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Vattenfall in brief – Challenges Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
• CO2-emissions – Making electricity clean
– Climate neutral operations by 2050
– Carbon Capture and Storage – CCS
– Wind and Wave power
• Merger with Nuon – from Q2 2009
• Investments in operation – approx EUR 20
Million during 2009–2013
© Vattenfall AB
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5. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
VBSN in brief – Key figures and fact* Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
• Shared Service in Nordic countries
• Economy of Scale or Competence Center
• Cost centre – zero result
• Mandatory – deliver services only inside
Vattenfall
• Benchmark – Cost efficiency and Quality
• Total revenue 1,3 Billion SEK
• No. of employees – 610
• No. of locations – 25
• No. of handled invoices – 500.000
(Accounts payable)
• No. of recruitments – 1.300 (700 external)
• No. of users in Work Force Adm – 10.000
* 2008 years figures
© Vattenfall AB
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6. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
VBSN delivers services within Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
Accounting IT
Invoicing Infrastructure
Accounts payable, Information & Integration
Accounts receivable Business application
General ledger Support application
Facility Services
Office equipment, Mail office, Shared Service in Communication
Archive and Documents, Editorial office
Switchboard and reception,
Vattenfall Nordic Event
Coffee machines, Security Analysis
HR Real Estate
Work Force Adm, Property services, Purchasing
Payroll, Recruitment, Property development,
Health and Rehabilitation Strategic real estate issues
Education, Work
environment
© Vattenfall AB
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7. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Leadership is Everything – short introduction Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
• Is it more difficult to be a manager in a Shared Service unit compare with a
Business unit?
• If, yes – why?
© Vattenfall AB
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8. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Leadership in Vattenfall and VBSN Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
• Vattenfall educate all managers regularly in leadership skills
– VCMP – 12 days
– VAMP – 9 days
– VEMP – 9 days
• All managers are evaluated yearly via employee survey – My Opinion
• Vattenfall evaluate all managers yearly via Talent View of Performance
• In VBSN we have introduced our “leadership fellow” – concrete example
on VBSNs expectations on you as a manager
• We have introduced LEAD as a tool for all our managers and employees
© Vattenfall AB
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9. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Leadership in VBSN – “Leadership fellow” Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
Social Performance
Competence orientation
Professional Wide
Competence perspective
Leadership Communicative
Competence skills
Business People
Competence Orientation
© Vattenfall AB
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10. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Leadership in Vattenfall and VBSN Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
• Vattenfall educate all managers regularly in leadership skills
– VCMP – 12 days
– VAMP – 9 days
– VEMP – 9 days
• All managers are evaluated yearly via employee survey – My Opinion
• Vattenfall evaluate all managers yearly via Talent View of Performance
• In VBSN we have introduced our “leadership fellow” – concrete example
on VBSNs expectations on you as a manager
• We have introduced LEAD as a tool for all our managers and employees
© Vattenfall AB
10

11. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Case study – HR-Services Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
Background
Vision – World class shared service
Result
Why a success story
Has it been an easy journey
Next step
© Vattenfall AB
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12. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Case study – HR-Services – Background Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
• November 2005 – decision to implement HR-Service within the
Shared Service concept
• 50 employees – consulting approach, trying to sell their services to
Business Units inside and outside Vattenfall
• Low self confidence and reputation
• Unclear role and responsibility
• Fear that harmonization and standardisation would reduce creativity
• Some areas had low utilization rate – overcapacity and to high cost level
• Did not feel appreciated from Business Units
• Some employees questioned why a new business model and new leaders
would change anything
© Vattenfall AB
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13. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Case study – HR-Services – Vision Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
• Vision – World Class Shared Service
– Employee dialogues - comparison with athletics
• Focus only on Shared Service deliveries – Common could be shared
• Clear roles and responsibilities for each team
© Vattenfall AB
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14. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Case study – HR-Services – Result 2008 Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
• Commitment – 91 out of 100 in our yearly employee survey.
2005 commitment was 76
• Recruitment – employees from BU´s call HR-Service and
ask for a position
• Feedback – get´s daily positive feedback from top management
• Benchmark – top quartile or best in class in all areas that
we benchmark
© Vattenfall AB
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15. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Case study – HR-Services – Why a success story Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
• Visible leaders – coffee and employee meetings, monthly newsletter,
walk around
• Eat, breath and live Shared Service – you are the role model
• Visionary leadership
• Focus and get one or two areas up to speed
• Involvement of BU´s HR-Managers and Head of HR Nordic
• Communicate all success – it´s about selling and celebrate the success
• Have trust in your co-workers and managers
• Follow up – deliver what you have promised
© Vattenfall AB
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16. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Case study – HR-Services – Has it been an easy journey Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
• Difficult to get middle management to accept Shared Service and still is
• Rumours and other signals
• Not all employees accept the Shared Service concept
• A strong Shared Service challenge Business units
Stick to your vision – change take time
© Vattenfall AB
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17. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Case study – HR-Services – Next step Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
• Professional interface – Consulting approach in a Shared Service concept
– Attitudes and behaviours
– Leadership on all levels
• Communication – Talk and Listen
• Continuously feedback both internally and to our orderer
• Walk the talk
• Big heart
© Vattenfall AB
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18. Vattenfall in brief
Vattenfall Business Service Nordic (VBSN) in brief
Leadership in Vattenfall and VBSN
Case study – HR-Service
Questions?
Questions?
© Vattenfall AB
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19. Back-up slides
© Vattenfall AB

20. Performance Orientation
• Commitment for results Performance
orientation
and prognoses Social
Competence
• Follow-up on ongoing
activities
• Be a role model – live as
we learn Professional Wide
Competence perspective
• Support decisions – even
if it gets “windy”
Leadership Communicative
Competence skills
Business People
Competence Orientation
© Vattenfall AB
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21. Wide Perspective
• Customer knowledge
across VBSN including other Social Performance
countries than your own Competence orientation
• Basic Vattenfall and
VBSN knowledge
Wide
• General objectives and Professional perspective
strategies Vattenfall and Competence
VBSN
• Helicopter-view Leadership Communicative
Competence skills
• Self awareness
Business People
Competence Orientation
© Vattenfall AB
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22. Communicative Skills
• Use our Newsletters, not
only your own, as part of Social Performance
your coaching Competence orientation
• Stimulate dialogue
• Give and take feedback
Professional Wide
• Clear and straight perspective
Competence
communication even
when a difficult issue
turns up Leadership
Competence Communicative
• Communicate even if you skills
don’t have any news
Business People
Competence Orientation
© Vattenfall AB
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23. People Orientation
• Cross-unit networking
• Know your employees Social Performance
Competence orientation
• Put individuals in the
spotlight
• Conflicts and burn-out
Professional Wide
situations are to be solved perspective
Competence
directly
Leadership Communicative
Competence skills
Business
Competence
People
Orientation
© Vattenfall AB
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24. Business Competence
• Keep your promises to
customers and employess Social Performance
Competence orientation
• Never be satisfied −
continuous improvement
Professional Wide
Competence perspective
Leadership Communicative
Competence skills
People
Business Orientation
Competence
© Vattenfall AB
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25. Leadership Competence
• Each employee should have a
clear role and responsibility Social Performance
Competence orientation
• Leaders that both inspire and
challenge our employees
• Perform development
discussions Professional Wide
Competence perspective
• Set clear targets that are
measurable and not to many
Communicative
Leadership
skills
Competence
Business People
Competence Orientation
© Vattenfall AB
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26. Professional Competence
• Continually develop
yourself in professional Social Performance
and leadership skills Competence orientation
• Be up-to-date about what is
going on in the business
Professional
• Ability to take decisions Wide
Competence
perspective
Leadership Communicative
Competence skills
Business People
Competence Orientation
© Vattenfall AB
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27. Social Competence
• Be visible Social
Competence Performance
• Be available
orientation
• Participate in employees
activities
• Give of yourself
Professional Wide
• Creating a well Competence perspective
functioning team
Leadership Communicative
Competence skills
Business People
Competence Orientation
© Vattenfall AB
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