Challenge

A global medical equipment company had experienced rapid growth, particularly in its Asia-Pacific (APAC) region. As a result of that growth, finance processes, and policies evolved within each country with little to no harmonization and alignment. While accounts payable and accounts receivable services were already being delivered efficiently and effectively, the client identified the need for a more scalable model to support a rapid-growth environment. ScottMadden was engaged to design a finance shared services model that could serve more internal and external customers, while further improving efficiencies, effectiveness, and customer service.

Process

• Deployed voice-of-customer survey to establish a baseline and measure customer perception against internal finance perception of performance
• Conducted a process-capture survey to determine the differences in processes across the countries within the APAC region
• Compared technologies, roles and responsibilities, policies, and government regulations across nine APAC countries
• Supplemented process capture survey data with client interviews in Southeast Asia and Japan