The partner for

a successful
transformation

Table of
contents

Our company
At a glance
Leadership team Belgium &
Luxembourg
Our strengths
Corporate Citizenship

Our High Performance

Business research
How Accenture defines business
performance

Our expertise
Combination of functional,
technology and industry
capabilities
Industry expertise
Clients
Management Consulting
Technology services and systems
integration
Infrastructure, application and
business process outsourcing

Our
company

At a glance
Accenture is a global management
consulting, technology services
and outsourcing company, with
approximately 204,000 people serving
clients in more than 120 countries.
Combining unparalleled experience,
comprehensive capabilities across
all industries and business functions,
and extensive research on the worlds
most successful companies, Accenture
collaborates with clients to help them
become high-performance businesses
and governments. The company
generated net revenues of US$21.6
billion for the fiscal year ended
Aug. 31, 2010.
Accenture is listed on the New York
Stock Exchange since 2001
(NYSE: ACN).

Belgium
& Luxembourg
Established in Belgium and
Luxembourg since 1989, Accenture
employs more than 1,300 people in
Brussels, Luxembourg and Vilvoorde.
Our people collaborate with clients in
Belgium, Luxembourg and abroad. We
are Best Employer in Belgium (2007,
2008 and 2010).

Our Brussels office

Our Brussels office - centrally located
for our clients and our people - has
a fresh design, is a unique meeting
place that stimulates interaction
with the most recent collaboration
technologies and significantly reduces
our carbon footprint.

Leadership team - Belgium & Luxembourg

Olivier Gillerot
Managing Director for
Accenture in Belgium &
Luxembourg

Service offerings

Fernand
Dimidschstein

Nitti Mardjan

Dimitri Huyghe

Technology

Business Process
Outsourcing

Management
Consulting

Industries

Marc Bervoets

Hendrik De Wilde

Pascal Denis

Communications
& High Tech

Health & Public

Service

Financial Services
& Country Director
Luxembourg

Marc van der Net

Steven Vermeylen

Products

Resources

Our strengths
Our "high performance business"
strategy builds on our expertise
in consulting, technology and
outsourcing to help businesses and
governments perform at the highest
levels so they can create sustainable
value for their customers and
shareholders.
Using our industry knowledge,
service-offering expertise and
technology capabilities, we identify
new business and technology trends
and develop solutions to help clients
around the world:
Enter new markets.
Increase revenues in existing
markets.
Improve operational performance.
Deliver their products and services
more effectively and efficiently.
Among the many strengths that
distinguish Accenture in the
marketplace are our:
Extensive industry expertise.

Broad and evolving service offerings.

Expertise in business transformation
outsourcing.
Industrialized service delivery
through our Global Delivery
Network with more than 50
locations around the world serving
more than 2,100 clients.
History of technology innovation
and implementation, including our
research and development capabilities,
on which we spend approximately
$400 million annually.
Commitment to the long-term
development of our people.
Proven and experienced
management team.
By enhancing our consulting and
outsourcing expertise with alliances
and other capabilities, we help move
clients forward in every part of their
businesses, from strategic planning to
day-to-day operations.

Corporate
Citizenship
With our "Skills to Succeed"
commitment, Accenture wants to
equip 250,000 people by 2015
with the skills to get a job or
build a business.
In Belgium & Luxembourg, e.g.:
Back to School: we support
En Avant Les Enfants to build
schools and provide material and
tuition to children in Goma
Junior Achievement Young
Enterprise Europe: we help JA-YE to
provide innovative education programs
to train young people in employability,
entrepreneurship and economics in a
practical way
Pro Bono work e.g. Time4Society
web application
Giving: we financially support our
own people who are actively engaged
in corporate citizenship projects
Accenture Development
Partnerships: services for non-profits

Three geographies one global organization

America

United States
Canada

EALA
Europe, Africa, Latin America
United Kingdom/Ireland
Denmark/Norway/Sweden/Finland
Austria/Switzerland/Germany
France/Belgium/Netherlands/
Luxembourg
Italy/Greece/Emerging Markets
Spain/Portugal/Africa/Israel/
Mauritius

APAC Asia Pacific

Australia/Indonesia/Korea/Malaysia/
Philippines/Singapore/Thailand
Japan
China/Taiwan
India

Our High Performance

Business research

How Accenture defines business performance

What does high performance
mean? At Accenture, we have been
researching this question and coming
up with definitive answers regarding
business performance since 2003.
We have studied more than 6,000
companies, across 36 industry
segments and six business functions. A
survey by the Harvard Business Review
recognized this research as one of the
10 most notable initiatives in the field
during the past quarter century.
Accentures definition of high
performance is a companys longterm ability to out-perform peers
across industry and economic cycles
and generations of leadership, as
measured by widely accepted
financial metrics.

Accentures patented high

performance business research
program comprises two key
components to help organizations
move from their current state to
ultimately achieve high performance:
First, we seek to understand
and describe high performance. Our
research focuses on determining
high performance characteristics,
capabilities and drivers.
Second, we aim to help
organizations on their quest to attain
high performance, guiding them
to apply solutions and transform
themselves.

call this common ground "competitive

essence. While many companies
compete on the basis of a single point
of differentiation, the competitive
essence of high performers is almost
always achieved through the balance,
alignment and renewal of what we
have identified as the three building
blocks of high performance:
market focus and position
distinctive capabilities
performance anatomy.

After analyzing the performance

of leading companies, we found
a pattern among high performing
companiesattributes of excellence
that can transcend and unite
otherwise disparate organizations. We

Elements of competitive essence

Our expertise

Combination of functional, technology and

industry capabilities
Net revenues, year ended
Aug. 31, 2010:
Consulting USD 12.37 billion*
Outsourcing USD 9.18 billion*
(* incl. Technology)

Our people in management consulting,

technology and business process
outsourcing are part of skill-based
innovation engines through which we
develop our knowledge capital, build
world-class skills and capabilities,
and create, acquire and manage key
assets central to the development of
solutions for our clients. They work
closely with our industry experts
to deliver integrated services and
solutions to clients.
Our industry focus gives us an
understanding of industry evolution,
business issues and applicable
technologies, enabling us to deliver
innovative solutions tailored to
each client or, as appropriate,
more-standardized capabilities to
multiple clients.

A fertile circle
The subject matter experts within
each area work closely with the
professionals in our industry groups
to develop and deliver solutions to
clients. Client engagement teams
which typically consist of industry
experts, capability specialists and
professionals with local market
knowledge leverage the full
capabilities of our global delivery
model to deliver price-competitive
solutions and services.
Clients can opt for our combined
expertise or start with strategic and
functional advice. Our experts in
management consulting, technology
and outsourcing can put these
recommendations into practice,
often with information technology,
after which our clients can choose
to outsource (a part of) their IT or
business processes.
In every case, our global footprint,
extensive industry expertise, pedigree
in business and technological
innovation and industrialized service
delivery make the difference.

Communications
& High Tech

Financial
Services

Health
& Public Service

Products

Resources

Management Consulting - strategic advice for all business functions

Technology services and systems integration
Application, infrastructure, business process and bundled outsourcing

Industry expertise
Our services cover all business functions
across all major industries in the world.
Our consultants, project managers,
engineers and technology experts are
actively involved in all industry sectors and
government organizations.
Our business is structured around five
operating groups:

Communications
& High Tech
communications e.g. telecom and cable
operators
electronics & high tech e.g.
aeronautics, chip manufacturers
media & entertainment e.g. publishers,
multimedia

Financial Services
banking
capital markets
insurance

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Health & Public Service

public service e.g. defense, postal
services, education, tax, social services,
security, justice, pensions, electoral
services
health e.g. hospitals, elderly care

Products

automotive
consumer goods & services
industrial equipment
life sciences
retail
infrastructure & transportation
services

Resources

chemicals
energy
natural resources
utilities

We use our industry and businessprocess knowledge, our service offering

expertise and our insight into and deep
understanding of emerging technologies
to identify new business and technology
trends and formulate and implement
solutions for clients under demanding
time constraints.
By combining our industry expertise,
management consulting, technology
and outsourcing services, we can offer
better solutions. We collaborate with
private and public sector clients to
deliver solutions tailored to their sector
and geography with the best return on
investment on their strategic, financial,
functional or technological projects.

Clients

We have extensive relationships

with the world's leading companies
and governments and work with
organizations of all sizesincluding 96
of the Fortune Global 100 and more
than three quarters of the Fortune
Global 500.
Our commitment to client satisfaction
strengthens and extends our
relationships. For example, of our top
100 clients in fiscal year 2009, based
on revenue, 99 have been clients for
at least five years, and 91 have been
clients for at least 10 years.
Accentures clients in Belgium
& Luxembourg include leading
companies in diverse sectors and
public administrations such as Barry
Callebaut, Belgacom, BP, Delhaize,
European Union, Fedict, FOD/SPF
Finance, ING, Mercator, National Bank
of Belgium, NMBS/SNCB group, OnzeLieve-Vrouwziekenhuis Aalst, Ores,
Recip-e, Studio 100, UCB Pharma,
Umicore, UZ Gent...

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Management
Consulting

12

From strategy to day-to-day operations

Accenture Management
Consulting received many
positive ratings, awards and
recognition from the worlds
leading analyst and industry
organizations.

Our management consulting practice

is responsible for the development and
delivery of our strategic, operational,
functional, industry, process and
change consulting capabilities,
working closely with our industry and
technology experts. Our management
consulting professionals help large,
complex organizations design and
execute changes and transformations
to their business and operating models,
either for one or more critical business
units or across the entire organization.

Historically, consulting is Accentures

core business. We define with our
clients the most suitable path to
achieve high performance, and
can deliver the transformations
and information technology
implementations that follow. Our
recommendations are designed from
the start with tangible outcomes, both
quantitative and qualitative, and their
implementation in mind.

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Our service lines

Strategy

Our strategy professionals combine

their strategy and operations
experience to help our clients turn
insights into results at both the
enterprise and business-unit level.
With deep skills and capabilities, we
help clients developand execute
pragmatic solutions that transform
organizations and drive sustained
high performance.
Corporate strategy
Corporate restructuring
Growth and innovation strategies
Sustainability
Mergers and acquisitions
Merger integration
Organization strategy
Pricing strategy
Profitability assessment

Talent & Organization

Performance
We help organizations increase
productivity, market share and
shareholder value by ensuring our
clients have the right people with
the right skills in the right roles. We
deliver human capital strategies that

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benefit a company's overall business

and financial performance.
Our holistic approach helps ensure
that all levels of the organization
work together to create an innovative,
talent-powered organization,
ultimately helping our clients to
achieve high performance.
Change management
Organizational effectiveness
Human Resources management and
transformation
Workforce performance
management
Leadership and talent management

Finance & Performance

Management

Accenture works with clients to

develop and deliver innovative
solutions that can successfully
transform an organizations finance
management capabilities.
We have the breadth of experience,
global resources, superior assets and
deep knowledge and insights to help
the CFO create new forms of value
and to help our clients become
high-performance businesses
and governments.

Finance Operations
Finance and administrative process
optimization
Corporate finance
Enterprise performance management

Risk Management

Our Risk Management solutions

help organizations protect and
increase economic and shareholder
value by transforming the risk
management function from one that
operates through a series of isolated
transactions to one of strategic scope
and importance.
Risk management encompasses all
aspects of the organization, including
investment, finance and operating
decisions and is in line with the
corporate strategy and organization.
It identifies, prioritizes and reduces
the risks to which organizations
are exposed.
Risk management policy and
strategy (re)definition
Risk management and internal
control processes
Risk mapping
Key Risk Indicators analysis
and definition

 Regulatory frameworks e.g. Basel II/

III, Solvency II, MiFID
Financial risk management
Operational risk management

Customer Relationship
Management

We help clients achieve high

performance by efficiently
anticipating, meeting and exceeding
their customers' expectations.
We bring a full range of innovative
capabilities to help companies acquire,
develop and retain more profitable
customer relationships, including
marketing, direct and indirect sales,
customer service, field support and
customer contact operations.
Marketing Transformation
Sales Transformation
Service Transformation

Supply Chain Management

We work with clients across a broad
range of industries to develop and
implement the upstream (purchasing
and production) and downstream
(distribution and sales) supply chain
and operations strategies that enable

profitable growth in new and

existing markets.
Our innovative consulting and
outsourcing solutions align operating
models to support business strategies,
optimize global operations, support
profitable product launches, and
enhance the skills and capabilities of the
supply chain workforce.
Supply chain strategy
Sourcing & procurement
Supply chain planning
Manufacturing & design
Fulfillment operations
Service management
Supply chain transformation
Product innovation and product
lifecycle management

Process & Innovation Performance

The Process & Innovation Performance
service line helps clients achieve
measurable, lasting improvements in
operational performance, innovation
performance and growth.

operations, process innovation,

strategic cost reduction and growth
through innovation.
Operations strategy
Complexity optimization
Lean Six Sigma
Business process life cycle
management
Fast innovation and growth

Accenture Interactive

Accenture Interactive guides

companies on a journey towards
agile, intelligent marketing. We help
clients achieve a dramatically more
flexible, efficient and scalable way
of reaching customers, serving them,
and maintaining their loyalty.
We cover all aspects of digital
consulting, marketing analytics,
and media management. Accenture
Interactives methodologies and assets
bring marketing and IT closer together
driving both organizations toward a
common end goal: customer relevance.

Taking an end-to-end, process-based

approach, professionals in this service
line help clients address key business
challenges such as complexity
management, lean manufacturing and
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Technology services and

systems integration

16

Technology and industry expertise combined with

global delivery
Accenture received the
DataNews Award for Excellence
as Consultancy Company of the
Year in 2009 and the Quality
Award Consultancy
in 2010.

Our technology services and systems

integration are based on:
the optimal match between a
clients industry, strategy, business
model and organization
the most relevant innovative
technologies developed or evaluated
by our four Accenture Technology Labs.
Our technology labs identify and
develop new technologies that
we believe will be the drivers of
our clients growth and enable
them to be first to market with
unique capabilities.

Successful transformation and

systems integration projects rely
heavily on industrialized service
delivery through our Global Delivery
Network with more than 50 locations
in the world who enjoy the highest
possible certifications.
Professionals in our Global Delivery
Network apply a systematic approach
to delivering technology consulting,
systems integration, application
outsourcing and business process
outsourcing solutions and services
delivery to create and capture proven,
repeatable processes, methodologies,
tools and architectures.

17

Our service lines

IT Strategy & Transformation
We partner with IT and business leaders
to develop and implement an IT strategy
that shapes the direction of IT and
drives measurable improvement to the IT
organization and the business. We focus
on aligning IT priorities with business
strategy and defining and driving the
architecture, processes, governance and
change management required to deliver
on those priorities.
IT strategy
Enterprise architecture
IT transformation
IT process excellence

Process & Information

Management
We combine specialized industry and
business process expertise with deep
technological skills to streamline,
integrate and manage business
processes, systems and information.
From design to implementation, our
end-to-end services help our clients
achieve operational excellence by
improving analytics-based decision

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making, financial management,

customer service excellence, supply
chain management and human resource
management.
Customer relationship management
Human capital management
Finance & performance management
Supply chain management
Information management

Java
Open source
Technology architecture
Testing
Application outsourcing
Application capacity services
Application modernization &
optimization

Application Development &

Management

We help clients design, build and run

an agile, scalable IT infrastructure
that is standardized and optimized to
deliver operational efficiencies, improve
employee and workplace performance
and meet dynamic business demands.
Data center
Workplace enablement
Network
IT service excellence
Infrastructure outsourcing

We help our clients architect, design,

code, test, deploy, maintain, support
and renew a full spectrum of
application services on every leading
technology platform as well as custom
systems. Combined with specialized
expertise in every major business
process and industry, our spectrum
of application development and
management services helps clients
become more agile more quickly,
driving costs out and innovation in.
SAP
Oracle
Microsoft

Infrastructure

Security
We help our clients protect
information, critical infrastructures,
applications and key business
processes against cyber threats and
enable new business initiatives and
innovation, by improving the use of
information assets while ensuring
compliance and resilience.
Identity & access management
Application & infrastructure security
Information protection

Strategic/Emerging Offerings

We leverage our experience in largescale, complex technology projects to

help clients address key IT innovations.
Accentures Strategic/Emerging
Offerings help clients embrace
emerging and advanced technologies
to support critical initiatives and fuel
their growth engines.
Accenture Interactive
Accenture software
Analytics
Cloud
Embedded software
Mobility

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Infrastructure,
application and
business process
outsourcing

20

Outsourcing, a valuable strategy

Accenture was ranked No. 1 on
the International Association
of Outsourcing Professionals
(IAOP) 2010 Global Outsourcing
100 list for the third consecutive
year (2008-2010).

Outsourcing is a valuable strategy

in a market where there are drivers
for rapid change, stress, disruption,
merger and acquisition activity and
other fluctuations. Outsourcing
allows organizations to focus on
their core business, concentrate
resources on areas that differentiate
them from the competition and add
the most value, and better adapt to
fluctuating demand.
Clients need outsourcing suppliers
with an established, comprehensive
global reach, breadth of capability,
flexibility and scale. And regardless
of what services they pursue, more
clients are choosing to bundle services
together to maximize the efficiency of
the corporate back office.
Our experience and global capabilities
make us a world leader in application
outsourcing, infrastructure
outsourcing, business process
outsourcing and bundled outsourcing.

A critical component of our global

delivery capability is our Global
Delivery Network, which comprises
local Accenture professionals working
at client sites around the world
as well as more than 50 delivery
centersfacilities where teams of
Accenture industry, business-process
and technology professionals use
proven assets to create and deliver
business and technology solutions for
clients. Our delivery centers improve
the efficiency of our engagement teams
through the reuse of processes, solution
designs, infrastructure and software
and by leveraging the experience of
delivery center professionals.
We opened our first global delivery
center in 1985 in Manila. With more
than 116,000 people in our Global
Delivery Network offering 24x7 services
to clients in more than 10 languages
from more than 50 locations, we
believe it to be the largest such network
in the world.

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Our service lines

IT Outsourcing
Our approach to IT outsourcing goes
beyond traditional cost-cutting
measures to help clients improve
the total performance of application
and infrastructure development and
maintenance. We provide the full
range of application outsourcing and
infrastructure outsourcing services
and solutions.

We can also take end-to-end

responsibility for all of a clients IT
function, including infrastructure
and operations, leveraging our
shared-services delivery groups and
our application and infrastructure
transformation consulting expertise
to deliver significant gains in client
productivity, providing services from a
variety of locations, including lowercost locations.

Application Outsourcing

Application testing

We provide a wide array of application

outsourcing services under flexible
arrangements, managing custom or
packaged software applications
including enterprise-wide applications
such as SAP and Oracleover
their complete development and
maintenance life cycles.

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Application management of
enterprise-wide software programs
Capacity services
Large-scale application
enhancement
Development for individual or
multiple applications, or an entire
portfolio of applications.

Infrastructure Outsourcing

We provide ongoing management of

clients IT infrastructure capabilities
and functions, discrete skills (i.e.,
capacity services) as well as fully
managed services.
Our services offer clients a more
cost-effective, secure and responsive
infrastructure that can be scaled and
adapted to their business needs. We
provide these services either through
our own centers and capabilities or
in conjunction with our strategic
subcontractors.
Service desk
Workplace services
Data-center services
Network services
Security services
IT spend management

Business Process
Outsourcing
Business Processes Outsourcing
(BPO) helps clients transform their
businesses, achieve higher levels
of performance and results, and/or
reduce costs.
Through our BPO services, we
manage specific business processes
or functions for clients, providing
solutions that are more efficient and
cost-effective than if the functions
were provided in-house.

Generic business processes

We offer clients across all industries

a variety of BPO services for specific
business functions and/or processes
such as:
Finance and accounting
Human resources
Learning
Procurement
Supply Chain
Customer contact

Industry-specific business
processes

We also offer specialized BPO

services tailored to clients in specific
industries e.g.:
Life insurers policy... administration
and management services, including
high-volume transaction-processing
capabilities.
Clinical services including statistical
programming, report management,
medical coding (like safety assessment)
and review, but also data entry and
archiving for pharmaceuticals.
BPO services for chemical
companies.
Field services... specialized customer
care, finance and accounting, human
resources, supply chain and IT services
for utility and energy companies.

Custom business processes

We also provide a broad spectrum

of custom BPO outsourcing services
designed to address the unique needs
of client organizations.
Custom services can include an entire
process or discrete activities within
or across multiple business functions.
Examples include:
Managing flexible workforce
Order taking & fulfillment
Warranty management
Maintenance, repair and overhaul
Data cleansing
Back-office reinforcement

Airline transaction-processing
services through our Navitaire
subsidiary, including internet
reservations, airport check-in, revenue
management and accounting, crew
scheduling and management, and
disruption recovery.

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About Accenture

Contact

Accenture is a global management

consulting, technology services
and outsourcing company, with
approximately 204,000 people serving
clients in more than 120 countries.
Combining unparalleled experience,
comprehensive capabilities across
all industries and business functions,
and extensive research on the worlds
most successful companies, Accenture
collaborates with clients to help them
become high-performance businesses
and governments. The company
generated net revenues of US$21.6
billion for the fiscal year ended
Aug. 31, 2010.

Belgium
Waterloolaan 16 boulevard de
Waterloo
1000 Brussels
Tel: +32 2 226 72 11
Fax: +32 2 226 72 33

Website: www.accenture.be,
www.accenture.lu

Copyright 2011 Accenture

All rights reserved.
Accenture, its logo, and
High Performance Delivered
are trademarks of Accenture.

Luxembourg
46A, avenue J-F Kennedy
1855 Luxembourg
Tel: +352 26 423 1
Fax: +352 26 423 233
e-mail:
dries.cuypers@accenture.com