Outsource Issue 30 - (Page 36)

The UBS Bank in the City of London EvEryonE is rEsponsiblE Process improvement methodologies can help take a shared service centre to the next level – and many levels higher… To discover how, and to get a taste of one of the most successful offshored SSCs to emerge in recent years, Diana Davis spoke with three managers from UBS’ award-winning Poland Service Centre... Diana Davis, PEXNetwork.com Diana Davis is the editor of PEXNetwork. com, the Process Excellence Network. communications, IT, risk and compliance. The centre won “Best New Captive Service Delivery” in 2010, awarded by the Shared Services & Outsourcing Network. Since then, the centre has been strengthening its capabilities enabling more complex services, more efficiently. Process excellence methodologies like Lean and Six Sigma have been an important part of that journey. In this interview, managers who have been involved with the centre from its inception in 2008 through to its deployment of process excellence methodologies like Lean and Six Sigma, discuss the challenges of getting started and what it takes to deliver quality, standardised services. Anna Lorch, Head of Transition & Quality DD: What’s the history of the UBS Poland Service Centre? AL: The strategy of the Poland Service Centre (PSC) is to support UBS to meet its business objectives by providing the access to talent, improved cost-efficiency and process excellence. The PSC is the strategic provider to UBS, for services which cannot be outsourced to third-party vendors for legal, regulatory or business reasons. In the past we had another offshoring T 36 ● ● he UBS Poland Service Centre (PSC) in Krakow has over 700 staff and provides services to global banking giant UBS. The service offers a variety of services in the areas of HR, legal, finance, transition & quality, internal and external “One who desires to excel should endeavour in those things that are in themselves most excellent.” – Epictetus www.outsourcemagazine.co.uk http://www.PEXNetwork.com http://www.outsourcemagazine.co.uk

Table of Contents for the Digital Edition of Outsource Issue 30

Peering through the fog
Who moved my world
Bringing on the beeb
Courting the commentariat
Everyone is responsible
Our survey says
Fast money
Smarten up
Seeing the biggest picture
NOA round-up
Embracing enterprise innovation
Customer matters
Application development outsourcing
India: rules for offshoring
Talent gap
The Professionals
Book learning
The outsourcing jigsaw
The legal view
Top ten
NelsonHall round-up
Online round-up
The deal doctor
Inside source
The last word

Outsource Issue 30