COCA-COLA HELLENIC
OUR PERSPECTIVE ON
THE
KEY CHALLENGES
COCA-COLA HELLENIC AT A GLANCE
KEY FACTS ABOUT CCH BUSINESS SERVICES ORGANIZATION
Phase 1
• Established November
2011
• AP, GA (transactional), T&E
• HR PA, OM, Contact Centre
• Servicing 22 countries
and 4 Corporate Service
Centres
Phase 2
•
•
•
•
•
• Currently 377 employees
Young
• Average age: 28 years
Diverse
• 70 % speak 2-3 languages
• 12 nationalities
Phase 3 (to be approved)
• Procurement (PO) Administration
• Other (TBD)
FINANCE
Accounts
Payable
General
Accounting
GA (period end closing)
AR & Credit Mgm
Master data
HR AM & Recruitment, PM, L& D
AP Optimization
Accounts
Receivable
& Credit
Management
MASTER DATA
HUMAN RESOURCES
Master Data
Management
• Personnel & Organizational
Management
• Vendor & HR Service
Contact Centre
TODAY’S CHALLENGES WITH CRITICAL SOFT SKILLS
CUSTOMER SERVICE
•It is not just “being a people person”
•It asks for variety of soft skills which guarantee high quality of service provision and
satisfied customers
BUSINESS COMMUNICATION
• Basics in understanding of business environment
• The need of understanding the others and be understood
GLOBALIZATION BUT LOCAL
CULTURES
•Understand and respect local cultures and specifics for appropriate and high customer
satisfaction
TODAY’S CHALLENGES WITH CRITICAL TECHNICAL SKILLS
COMPUTER SKILLS
• Apart from IT disciplines, students are with very basic skills
• Improve usage and utilization
LANGUAGES
• Language availability limited, apart from English, German, French and Italian
• Variety of language starting with the high school
ACCOUNTING
• Limited practical understanding
• Specialized high schools
• Open up to none Bulgarian accounting practices
THE EDUCATION SYSTEM HAS TO RESPOND ON THE
TODAY’S DEMAND OF THE BUSINESS
The business as driver for improved education
• Collaborate and partner with schools and universities
• Career days and centres
• State the need, the challenges and the expectations
The practical side of the education in Bulgaria
•
•
•
•
Obligatory Intership programs
Exchange programs from / to other countries
Recognition system
Accelerate skills of teachers
The importance of the specialized high school
• Specialized high schools that people ready available workforce
• Workforce planning with government
• Collaborative programmes with businesses