New York, NY - In every industry there are clear, dominant powers that dictate the trajectory of future trends, practices, and standards. SSON has annually evaluated and measured the current state of the shared services, global business services, and outsourcing industry to provide unparalleled insight into modern business. For the sixth year in a row, SSON Research & Analytics (SSON R&A) announced the list of the Most Admired Shared Services Organizations (SSOs) & Global Business Services (GBS) for 2022, and Takeda is among the appointed.
SSON R&A analyzes SSON's cross-channel data from their 180,000 strong community to identify leading SSOs and GBS across the globe and recognize them for their achievements. In doing this, SSON provides objective, unbiased insights to the shared services and GBS community, backed by data-based research and analytics. This annual report full of expert guidance allows organizations to move forward with confidence, addressing their mission-critical priorities with ease and peace of mind amid uncertain corporate and societal landscapes.
Among SSON’s Top 20 Most Admired Shared Services Organizations and Global Business Services for 2022 is Takeda. This inclusion was a no-brainer for SSON’s Top 20 for Takeda’s commitment to excellence, unmatched eye for innovation, and an unparalleled sense of community.
- Embedding a unified focus on the ‘Power of Our Purpose’ to help our people connect to the patient and understand how they/we make a difference at every stage of operations. This seeks to deepen their sense of belonging and fulfilment and to strengthen collective ambition, as our business rapidly matures.
- Hosted 1500 colleagues to three ‘Power of Our Purpose’ events since the initiative launched in August 2022, strengthening the relationships between TBS employees and colleagues spanning our plasma-derived therapies, country-level (e.g., Poland) and regional (e.g., EUCAN Finance) teams
- Hosted interactive, in-person meetings with patients for both leaders and teams to help our people better understand patients’ experiences living with their disease and how it’s changed their lives.
- Welcomed new hires through the Patient Connections Program – an onboarding initiative that gives our newest team members the chance to connect directly with patients from the get-go.
- Creating and driving a bottom up/grassroots approach to embedding people experience (Px) capabilities to strengthen TBS’ customer-facing skill set:
- Establishment of a Px CoE spanning all global TBS locations, to embed a culture of customer centricity and outcome-based mindset across the organization.
- Facilitated feedback sessions to understand how stakeholders want to feel during interactions with TBS, before launching our Px aspiration outlining our commitment to “creating an exceptional experience where you feel supported & confident in our solutions”.
- Delivered the Px Immersive Program to 1,000+ employees – an e-learning course, experiential workbook, and interactive workshops facilitated by employees – to coach teams on the behaviours needed to realize our aspiration.
- Democratization of data and digital technologies to bolster Takeda’s commitment to unleashing the power of data and digital to accelerate growth and to do more for patients, in line with the Global Data, Digital and Technology organization's ambition to transform Takeda into a leading digital biopharmaceutical company.
- Designed the Takeda Digital Accelerators (TDA) program to build a pipeline of future digital talent, deploying the program across three global locations (inc. Japan and Poland)
- Democratized technology by training 1,000+ employees to build next-generation capabilities in an immersive, five-week Digital Champions program; employees have used RPA to build 500+ bots to automate their task-level processes, creating 500,000+ hours of capacity.
- Optimized CFOinUrpocket, Takeda's global finance dashboard, designed in response to the challenges identified within Takeda’s finance ecosystem. CFOinUrpocket has provided CFO insight to every colleague in Takeda, bolstering agility and decision-making. Since its launch in 2016, CFOinUrpocket usage has increased by +254% in 2020, compared to 2019.
- Deployed the READY program to 90% of employees; the program integrates 10 elements of people-centric principles backed-up by data to transform how employees engage and excel at work.
- Driving a Culture of leader and employee development (pipeline of future leaders via ELT & other development groups, array of learning & coaching initiatives).
- Welcome 70+ emerging leaders to a quarterly 2–3-day event in which they pool information, receive relevant training, and hone their leadership capabilities.
- Deliver a robust learning program to 1000+ colleagues, encompassing best-in-class virtual and in-person training (anchored in organizational priorities) and mentoring and coaching activities.
- Evolution of the People Solutions team and digitalization of employee lifecycle “events”.
- Designed a transformation plan centered on ‘people experience’ to create a streamlined, end-to-end digital experience, leveraging the right mix of tools and processes
- Adopted a ‘lifecycle event’ mindset, ensuring they were primed to support employee requirements with the right guidance, knowledge articles and solutions, seeing case management and call handling rating increasing to 85% and 97% respectively.
"Through our various SSON channels, we identify SSOs & GBS that impress us the most in terms of their specific innovations, achievements and value-add. By recognizing them and inviting them to be part of the Top 20 benchmarking study, it provides both the Top 20 and the wider SSON community the invaluable opportunity to benchmark themselves by identifying areas where they excel in and key areas of improvement. The study also sheds light on the latest trends in service delivery, automation and workforce strategy as the industry navigates through the volatile external environment of economic, political and social volatility." Syazana Lim, Senior Analyst, SSON Research & Analytics.
Takeda has further been invited to take part in an exclusive benchmarking study that covers various aspects of their enterprise strategy across 36 key metrics in nine categories: Automation, General Finance, HR & Talent, IT, Order to Cash (O2C), Payroll, Procure to Pay (P2P), Record to Report (R2R), and Treasury, including but not limited to the service delivery model, learning and development initiatives, automation strategy, strategic targets, and more.
“We are truly honored to be recognized by SSON as one of the ‘Top 20 Most Admired shared services organizations in the world for the second consecutive year. We’re committed to achieving our people’s experience aspiration – our North Star; ensuring our customers consistently feel supported and confident in our solutions. By harnessing the power of data and digital in partnership with Global Data, Digital & Technology, and a true understanding of our customers’ needs, we can create exceptional experiences that free up our people’s time and — ultimately — enable better outcomes for patients. I’m incredibly proud of our TBS teams who continue to be guided by our purpose, as they challenge the status quo and drive our business forward.” Sanjay Patel, Senior Vice President, Head of TBS, Takeda
Through proof of concept, dedication to the craft, and unwavering commitment to innovation, SSON’s purpose-driven vision has come to fruition with the help of Takeda.
Highlights of the benchmarking data and the complete list of metrics are available on SSONetwork and will be presented at SSON’s SSO Week events throughout 2022-2023.
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About SSON
SSON is the largest and most established community of shared services, global business services, and outsourcing professionals in the world. Established in 1999, SSON recognized the revolution in business support services as it was happening and realized that a forum was needed through which practitioners could connect on a regional and global basis. SSON operates under four distinct pillars - SSON Digital, SSON Research & Analytics, SSON Events, and Global Business Services Training & Certification.
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