1. BSO CEO visit 6 April 2012 The psychology of Service: Ownership & responsibility; Optimistic; A complaint is a real gold..treasure it.; I make a difference

2. Agenda • Coca-Cola Hellenic • Shared Services Model • “Unless strategy” v’s “Niche” • Questions & Answers The psychology of Service: Ownership & responsibility; Optimistic; A complaint is a real gold..treasure it.; I make a difference

3. CCH territories The psychology of Service: Ownership & responsibility; Optimistic; A complaint is a real gold..treasure it.; I make a difference

4. Model Defining Requirements Shared Services Steering Group Country Customers Shared Services Country Meetings Business Service Organization: Delivering Finance and HR Transactional Support Services Country Consumers Accounts Payable Travel & Entertainment Front Line Support • Self-Service • T&E • SAP SSF • FAQs Exception Handling Executives Managers Employees General Ledger Policy Fixed Assets Personnel Admin Related Applications: SAP Workflow Org Management Managing the Service Business Systems Data Management Customer Relationship Management Outsourced Partner Mgmt (T&E) The psychology of Service: Ownership & responsibility; Optimistic; A complaint is a real gold..treasure it.; I make a difference

5. Which and why? Specialist niche providers V The psychology of Service: Ownership & responsibility; Optimistic; A complaint is a real gold..treasure it.; I make a difference

6. Some of the questions? The psychology of Service: Ownership & responsibility; Optimistic; A complaint is a real gold..treasure it.; I make a difference

7. Questions The psychology of Service: Ownership & responsibility; Optimistic; A complaint is a real gold..treasure it.; I make a difference