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14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
14th Annual Shared Services & Outsourcing Week
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14th Annual Shared Services & Outsourcing Week

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  • 1. Want More Information? presents… View our Resource Center online at www.sharedservicesweek.com! TM Where the Shared Services and Sourcing World Shapes it’s Future March 22 – 25, 2010 Omni Orlando Resort at ChampionsGate I Orlando, FL G8: Global Sourcing Think Tank Eliminating the White Noise Under the C-Suite Spotlight Delivering Tangible Business with Rene Carayol Outcomes Through Innovative, First Ever Neutral Platform Agile and Adaptable Back- to Help Shape a Common Exclusive Onstage CXO Interview: Board-Room revelations Office Strategies: Industy Agenda. regarding shared services and sourcing model strategies with Rene Carayol, MBE, Business Guru & Former Board-Seat • Accelerate corporate cash flow and G8 Chairman, US Chapter: Holder at Pepsi (UK), IPC Media and the Inland Revenue bolster working capital reserves George F. Will, “Just some of the key facts that help define the strides we’ve made • Realize SSO effectiveness gains from America’s Foremost – 0.5 million supplier invoices, 19 ERP systems, 25 sites, and the organizational redesign Political Columnist steps we’ve taken to win the AP harmonization and standardization battle.” -Frank Wissink, Board Seat Holder at Pepsi, Head of • Maintain a competitive edge and U.S. Shared Accounting Service Center, ABB lower total business operating cost • Balance short-term needs with a IACCM Annual Meeting “We’ve increased our service offering in HR Shared Services by 18% sustainable long-term sourcing model Joins SSW 2010! while reducing headcount in the same area by 10% by cross training and improving skills, and instilling a continuous improvement and • Sweat your assets while driving solution based accountability program in our organization.” common standards and better IT - Paige Cox, Executive Director, Constellation Energy synergies REGISTER ONLINE AT WWW.SHAREDSERVICESWEEK.COM OR CALL US AT 1-646-253-5524
  • 2. How Clear is the Big Picture? Sponsorship & Exhibition Opportunities Sponsorships and exhibits are excellent opportunities for your company to showcase its What are the major market trends and challenges for the shared services and outsourcing products and services to high-level, targeted decision-makers attending the 14th Annual industry in 2009? North American Shared Services & Outsourcing Week. SSON and IQPC help companies Here are a handful of ideas to get you started: like yours achieve important sales, marketing and branding objectives by setting aside a • Solving the business case around enterprise vs. functional shared services. Most companies are still limited number of event sponsorships and exhibit spaces, all of which are tailored to siloed, struggling with what’s real value and how to change the current procedures to obtain it. assist your organization in maximizing its exposure at the event and reaching key • Growing buy-side tension to balance immediate savings against building something sustainable for the decision makers in your field. future • Huge inhibitors behind upfront costs – many are having to sweat assets and do more with less For more information on sponsoring or exhibiting at the 14th Annual North American • Practitioners want rapid returns. Some wrongly assume that full effectiveness gains are achievable in 18 Shared Services & Outsourcing Week, please contact Mario Matulich at (212) 885-2719 or months. sponsorship@iqpc.com. • Business transformation/outsourcing as an aggressive vehicle to globalize and drive out cost • Risk that companies are pursuing lift and shift without following a transformation roadmap • • Metrics and financial transparency valued greater than in the past, resulting in more C-level initiatives today ITO veteran companies focusing on FAO to achieve the same results Join the Shared Services and Outsourcing Network • Using outsourcing to capitalize on opportunities in emerging markets SSON provides research, training, and networking for over 17,000 shared services and outsourcing • Cloud-computing bubble ignites: Increased number of SSOs are assessing SaaS as a solution executive members from over 50 countries around the world. Whether you need resources to write a report, facts to benchmark performance against or simply want to meet some of your We are confident we understand the big picture; we’ve looked at it daily. It was provided by the largest peers at the same stage of development we can support you. Sign up today, pay only and most astute group in the space: You. $149.99 USD and receive benefits that will help you to take your Welcome to the Shared Services & Outsourcing Week. It’s in its 14th year and has never looked better. implementation to the next level. We’ve developed this program to address the issues mentioned and to create a place in which the shared Website: www.ssonetwork.com services and sourcing world shapes its future. Email: info@ssonetwork.com Phone: +44 (0)20 7368 9300 Dear Colleague: Have a colleague in Europe? If 2008 taught us anything, it was to expect the unexpected, be prepared for the worst and above all, be ready to adapt and flex your business strategy quickly when needed. Earn CPE Credits Recommend these Penton Learning Systems events for your This year has shown a shift in attitudes toward possibilities and best practices for all varieties of the sourcing model. The once-separate worlds of captive shared services and BPO alternatives are merging d.b.a International Quality colleagues around and learning from one another. and Productivity Center the World! is registered with the Given the gloomy forecast of slow economic recovery, it is only natural that many of you considered 2009 National Association of State as a testing period for your organizations. However, I am both shocked and inspired by the overwhelming Boards of Accountancy (NASBA), positive attitude in regard to the impact of your sourcing strategies on your companies’ futures. as a sponsor of continuing CFOs are pressing harder on the working capital pedal. professional education on the Back office strategies are truly in the spotlight. National Registry of CPE Sponsors. State boards of February 08 - 10, 2010 Undoubtedly, you are speculating whether your SSO will fulfil your business needs in 2010. An opportunity will be available to demonstrate first hand how much value your SSO can add to your accountancy have final Le Meridien Piccadilly, London, UK business. authority on the acceptance of individual courses for CPE www.sharedservicesummit.co.uk You will not need to listen to a string of back-patting PR spun presentations and you will not hear lengthy credit. Complaints regarding storytelling sessions this year. Instead, more than 60 of the industry’s strongest voices will bring their registered sponsors may be problems to the table and brainstorm recession-proof tactics with you. addressed to the National 9th Annual European The environment created will be “a first” for you. This gathering of different industry perspectives will Registry of CPE Sponsors, 150 encompass practitioners, providers and advisors. As you are the future of shared services and sourcing, Fourth Avenue North, Suite you deserve to be heard in order to propel and ensure the results you seek. 700, Nashville, TN 37219- WEEK 2417. Website: May 24 - 27, 2010 I look forward to seeing each of you in March. www.nasba.org Edinburgh International Conference Best regards, Centre, Edinburgh, UK This program stands as BASIC as there are no prerequisites or www.ssoweek.com advanced preparation Naomi Secor requirements to attend our Use special code UK-RAC2for1 for Global Program Director conferences. “Group Live” Shared Services & Outsourcing Network delivery method. a 2-for-1 discount to either of these SSON events in the UK! 2
  • 3. Pre-Conference Master Class: Monday, March 22, 2010 A 1:00 pm – 5:30 pm 13 Start-Up Strategies and the Positive Outcomes You Can Expect Shared services often start as an opportunity to cut costs and consolidate staffing levels. Business outcomes to be discussed: Reducing costs and eliminating redundancy will always remain an important feature of SSCs. • Cost savings associated with implementation of a global procurement integration totaling However, when you are designing your Shared Services framework, you can use strategies to approximately $50 million over five years build a structure that will allow significant growth in scope and scale for years to come, thus • Cost-benefit analysis created for a large design, manufacturing, distribution, and retailing creating a sustainable model that increases employee productivity. This classroom master class company identifying 50% reduction in FTEs due to elimination of manual and duplicate will focus on using thirteen strategies to build a business case that will gain executive buy-in activities demonstrating how Shared Services will add value as well as achieve cost savings. • 33% reduction in time to resolve customer issues at a voice (VoIP) and broadband Internet services provider What You Will Learn: • For a supply chain comprehensive assessment at a large, government-owned integrated • Realize the importance of developing a business case to support the implementation of electric and water utility, recommendations and an implementation roadmap were shared services developed leading to potential annual savings of $25 million • Instill a customer service culture in your team • Create and maintain buy-in Sam Poston, SVP, ScottMadden • Build a shared services framework for growth Day 1 Main Conference: Tuesday, March 23, 2010 B 8:15am – 1:15pm SITE TOUR B: Coca-Cola Enterprises Inc. Coca-Cola Enterprises Inc. Shared Services (CCE SSC) began operations in 2001 in Site Tour Facilitators: conjunction with a company ERP implementation. The primary strategy was to create a Bill Johnson, VP Global Financial Shared Services, Coca-Cola Enterprises Inc. scalable operation, offering a complete financial and administrative service portfolio. Initial objections were to deliver a high quality, cost efficient services, providing relevant, actionable Karen Dobson, Director Financial Support Services, Coca-Cola Enterprises Inc. management information, and to remove the distraction of administrative processing from those conducting the company’s core business activities. Over the past five years, the CCE SSC has achieved all operating objectives, and exceeded targeted economic benefits. The center is located in Brandon, Florida, currently has 800 employees and expects to continue growth over the next several years. CCE SSC provides a diverse portfolio primarily financial shared services encompassing data management, transaction processing and full service accounting solutions which include some center of excellence activities. WWW.SHAREDSERVICESWEEK.COM 3
  • 4. Concurrent Streams Begin. Choose from: WORKSHOP STREAM WORKSHOP STREAM WORKSHOP STREAM WORKSHOP STREAM Driving Out Operating Costs The Fundamentals to Shared Services Success Process Transformation Moving Up The Value Chain C 8:15am – 10:45am D 8:15am – 10:45am E 8:15am – 10:45am F 8:15am – 10:45am Reducing Costs & Optimizing Failure Reasons in Change Connecting Lean Six Sigma and Transforming Finance Shared Cash Flow Processes Management and How to Operational Excellence Strategies Services: Moving Up the Join us for this interactive session during which Avoid Them to Your Top-Level Objectives Maturity Curve we’ll use the principles of Lean Six Sigma to guide Addressing business units’ reluctance to support As part of continuous improvement, the Volvo What is next for finance shared services our discussion around cost reduction and Shared Services is a key concern for all stages of Human Resources Service Center (HRSC) centers as today’s economic realities, in optimizing cash flow processes. Learn how your the Shared Services cycle. Ongoing people and implemented the DMAIC (Design, Measure, convert with increased competition and business can experience reduced costs and change management within an organizational Analyze, Improve and Control) methodology for globalization, demand more? Join WNS to increased efficiency across finance functions by culture is critical for initial success and future root-cause analyses. DMAIC is a basic component learn how to: utilizing the following Finance & Accounting growth. Change management is continually of the Six Sigma methodology that is a part of the • Adjust the operating model to deliver more strategies: cited as one of the most needed and most Volvo Production System Process. It is normally to the organization • Improving customer service capabilities challenging skills to master. Still, the most defined as a set of practices that improve • Optimize processes through technology and • Reducing revenue leakage by introducing new effective approach to transitioning to Shared efficiency and eliminate defects. During this organizational change processes that reduce fraud and margin Services is knowing how to prevent failure. session you will benefit from the following: • Leverage knowledge/intellectual capital shrinkage During this workshop you will learn how to: • Receive a project overview of the case study • Introduce outsourcing to take operations to • Developing stronger compliance/controls and • Align all your stakeholders to one common demonstrating the effective use of Lean and the next level new analytical capabilities vision Six Sigma methodologies on a project in a SSO • Evolve from an internal service provider to a • Integrating end-to-end business processes • Determine the goals and objectives for • Obtain tools to analyze the root cause – fix the business partner through enabling technologies that are everything whether your SSO is ensconced cause and not the symptom independent and agnostic of the underlying IT Daniel Wollenberg, Head, Global into company culture or the initiative is new • Learn about the controls implemented to landscape Transformation Practice, WNS • Utilize the tools and techniques for ensure process changes don’t lead to failure You will learn how to overcome common obstacles affecting change Manish Vora, Senior Vice President, including driving material cost out of the business, Mary Rumley, HR Operations Manager, Finance and Accounting, WNS enhancing revenues and increasing cash flow Scott Manning, Partner, ScottMadden Volvo when faced with fragmented systems, dysfunctional business processes and organizational diversity. In addition, learn tactics for making meaningful change stick despite the current turbulent times. This presentation provides insight to the latest developments that address the challenges of cost reduction and cash flow process optimization. Hear practical case studies of companies that are succeeding in optimizing cash flow and that are likely to emerge as industry leaders from the recession. Ron Gillette, F&A Managing Director, ACS 4
  • 5. WORKSHOP STREAM WORKSHOP STREAM WORKSHOP STREAM WORKSHOP STREAM Driving Out Operating Costs The Fundamentals to Shared Services Success Process Transformation Moving Up The Value Chain G 11:00am – 1:30pm (Lunch served) H 11:00am – 1:30pm (Lunch served) I 11:00am – 1:30pm (Lunch served) J 11:00am – 1:30pm (Lunch served) Achieving Breakthroughs in Sanity Check Your Governance Utilizing Performance Measures The Economics of BPO: Your Collection Performance Process: 12 Steps to Proven to Create a Virtuous Circle of Roadmap to Business Strategy Cash isn’t just king in the current climate – it’s Success Service Enhancement Rejuvenation more like the Ace in your deck. Leveraging Regardless of the scope, the leaders of a SSO If you’re a mature shared service organization, Traditional BPO offers benefits in terms of shared services can do wonders for your are required to serve as stewards for new what further scope exists for driving wage cost savings and process improvement. working capital management and lead to a ways of doing business. There are critical skills efficiencies and improving service? How can However, it also has associated costs related healthy cash position. Ask yourself if you are: and competencies required for the SSO to you hard-wire a culture of continuous to additional regulatory compliance, severance Frustrated at non paying customers and aged effectively govern the delivery of services in a improvement into your organizational DNA? and transition. The wage cost advantage debt? Needing to improve your cash position leveraged manner. These skills depend upon Focus areas in this critical session include: available is further diminished when servicing on the Balance Sheet? Looking to improve the design and continual refresh of a change • Examine the most promising areas for Continental Europe and Asia-Pac regions. your credit management function and add management agenda across the enterprise, to improvement Finally, the increasing cost of Governance may value to the business? Considered centralizing include facets of financial management, • Generate enthusiasm throughout the render the outsourcing business case unviable. credit & collections function? If any of the supply/demand balancing, cost transparency, business around improvement levels and This workshop will evaluate the economic above applies to you then this is right business unit decision making, cross-unit targets implications of the newer outsourcing models workshop for you. As shared services has prioritization, standard-setting and the like. • Leverage performance measures and that make the outsourcing business case expanded and matured, the opportunities and This workshop will discuss how to: industry benchmarks to re-engineer your viable again. This would include a discussion options for leveraging them to drive effective • Develop a framework to align your SSO most critical business processes around engagement models, commercial Credit Management, Credit Risk and with business goals • Realign the culture of your shared services models and bundling of services. Customer Cash Collection has significantly • Receive a step-by-step process for facility with requirements of continuous increased. developing and implementing a strategic improvement Jack Benton, Director - Advisory • Learn what can shared services do for you governance model Relations, TCS in the cash collections space? • Adopt common processes to protect your You will be presented with several business • Structure your cash management function Kumar Amitesh, Head - Solutions, TCS company’s assets cases, the problem statement, the result, and for optimal results BPO • Integrate internal customer knowledge the additional benefits. • Segregate credit management; customer facing cash collections and back office cash Rick Bertheaud, Managing Director, Outcomes Achieved Include the Following: applications EquaTerra • Less than 10% of total invoices are • Understand the importance of collections problematic and no invoices have been paid efficiency percentage measurements late since the completion of the 12 week Scott Senatore, Senior Director Credit & Six Sigma program (Since July 1st). Collections, Aramark • Collections group has seen a 13% FTE reduction (while also adding excess of 1,500 accounts) • Employee retention rate has been at 100% over the past 12 months (No new hires). Realized annual monetary savings in excess of $300,000 Gregg Silver, Manager of Policies, Procedures and Continuous Improvement, Oakley WWW.SHAREDSERVICESWEEK.COM 5
  • 6. WORKSHOP STREAM WORKSHOP STREAM WORKSHOP STREAM WORKSHOP STREAM Driving Out Operating Costs The Fundamentals to Shared Services Success Process Transformation Moving Up The Value Chain K 1:45pm – 4:15pm L 1:45pm – 4:15pm M 1:45pm – 4:15pm N 1:45pm – 4:15pm Shared Services vs. Functional to Multifunctional: A Foundations of Excellence – TPI TOP 5 Showcase: Quick Outsourcing: What are the Key Step-By-Step Guide to Rolling Quick and Easy Wins to Live By or Face the Decision Criteria When Making Out a Truly Layered Shared Services practitioners must implement nine Consequences this Critical Choice? Infrastructure best practices for excellence. Five of these nine, We’ve grown very fond of the TPI “Top 5” Take an in-depth look into the ongoing Since the inception of shared services, Performance Management, Service Definition, Quick Win suggestions that are delivered to debate – whether to move forward with an companies have been working to take their Chargebacks, Continuous Improvement and our inbox twice every month. These tricks of internal shared services delivery solution or use shared services SSOs to the next level of Customer Relationship, are closely interwoven. Not the trade provide us with the foundation to the services of a third party outsourcing performance. Today, the challenges and only will they help determine your success, but think about ways we can continuously evolve specialist – the captive vs. third party debate. opportunities presented by an increasingly also your ongoing relationships with management, our operations. These concise points always This session will also discuss whether global economy have made improving shared clients and customers. hit on the need-to-know vs. nice-to-know and outsourcing is complimentary to, or a natural services more important than ever. Where really emphasize that less is more. Join this evolution from internal shared services. Listen SSOs typically covered only one of a limited The objective for this workshop is simple: learn session and hear Quick Win Suggestions on to the stories of several practitioners on how range of functions (IT, finance and HR), SSOs what practices truly work to give you actionable the most pressing issues at hand. they made their decision for their own today are looking across multiple functions. results quickly; how and where you should start; operations and whether the decision point Where SSOs might have served a small what’s meaningful to your customers and business • Top 5 Techniques for Maximizing Resilience can and indeed change over time and with number of business units or geographies, units as well as operational managers; linking in Your Global Service Delivery Network differing circumstances companies today are applying shared services efforts to help move shared services up the value • Top 5 Actions you can take TODAY to • Hear why companies choose not to across the enterprise and across continents. chain. improve your service provider relationship outsource Indeed, the explosion of offshoring and • Top 5 Effective Leadership Keys to Service • Determine the appropriate time to bring outsourcing has turned shared services into a What you will learn: Management services back in-house globe-spanning operation, operating multiple • Hands-on approach to implementing five of the • Top 5 Ways the Mathematics of • Learn about some of the “hidden costs,” functions and processes and servicing a nine best practices for Shared Services Outsourcing is Changing associated with the transition number of business units. excellence – featuring case study exercises and • Top 5 Things to Do When Told to Cut 2010 Phil Searle, CEO and Founder, • Discuss the common characteristics of software tools for practical experience Expenses (by another) 10% Chazey Partners shared services, irrespective of function • Building an integrated framework – techniques and templates for generating quick results Scott Furlong, CFO Services Partner, TPI • Find one process owner and move away • Easy implementation tools, including Activity Sue Danino, CFO Services Director, TPI from a functional orientation • Review the processes that require Analysis and Scorecards, for a complete top- interaction with local business or from a down/bottoms up approach customer point of view and discuss the • Improving your ongoing relationships with challenges associated with this type of management, clients and customers transaction • Discuss the actual definition - do we define Participants will get experience with the software multifunction as location, organization, or and analytical techniques during the workshop. cross-function? The follow-up web session will focus on the processes for developing top-down metrics, along Deloitte LLP with linking bottoms-up metrics developed during the workshop for a full enterprise approach. Andrew Muras, BAE Systems 6
  • 7. Brainstorm, Swap Ideas and 4:30 Opening Remarks from the Chairperson Build Your Roadmap in an Sam Poston, SVP, ScottMadden Interactive Setting 4:40 The Year In Brief: Highlights and Feedback from SSON’s Global Network Hear a summary critical events, global trends and major changes the industry has faced over the last year. We believe that the best way to learn is in an environment that welcomes innovation, ground-breaking visions and Rakesh Sangani, Editor at Large, SSON questions that go beyond polite conversation. 5:00 Panel Discussion: Innovation Through Contracting: Define It, Govern For At Shared Services & Outsourcing Week, we don’t hide behind It, Drive It, And Make Sure You Achieve It! slide presentations. In fact, we encourage our participants to Contracts and the way they are negotiated and managed, set the framework for business engage with each other through in-depth discussion, relationships. Today, the contracting process is frequently overwhelmed by rules and restrictions passionate debate and intimate interviews. that crush innovation and undermine collaboration. Post-award management is frequently focused on allocating blame. It does not have to be that way: good contracting breeds trust Here are just some examples of what makes • Changing behaviors on both sides. Building internal collaboration this event different: • Tackling the tough issues – avoiding avoidance • Structuring contracts that reflect the nature of the deal • G8: Global Sourcing Think Tank • Organizing and managing for delivery and change See Eliminating the White Noise: The First Ever Neutral Platform to Help Shape a Session Moderator: Tim Cummins, President & CEO, IACCM page 11 Common Industry Agenda Panelist: Daniel Mahlebashian, Chief Contracting Officer, General Motors Panelist: Vincent Taylor, Managing Director, Commercial & Contract Management, The G8 panel was designed to help create a common agenda and to eliminate the white Accenture noise that comes with the growing complexity of sourcing models and providers. G8 Panel members are from Deloitte, IBM, Accenture, Oracle, SAP, Ernst & Young, Panelist: Lamar Chesney, EVP & CPO, Suntrust Banks Capgemini and KPMG. 5:45 Analyze This: Can Everything that Counts be Counted? Personal agendas and company politics are strictly prohibited in the G8 Global Sourcing The Analysts' View of the Value of Outsourcing Think Tank. Join us at the Week to hear our G8 panel members share their most The seismic events of 2008/09 have left many long-standing views about corporate value in unbiased insight on the industry’s future goals, challenge mainstream thinking, and a state of flux. Where once outsourcing was viewed as a proxy for sound leadership and debate alternative options. operational advance, and was rewarded by the market accordingly, it is less clear now how those responsible for attributing value to companies evaluate the impact of the outsourcing • Interactive Polling: Tell us what YOU want to hear, NOW See proposition. Bringing together leading personalities from the financial world, this session will We’re giving you, the audience, even more control of the content at the event. page 17 explore analysts’ views of the signals, if any, outsourcing sends to the financial markets. We Attend the Horses for Sources Live Session on Thursday and get the chance to will be opening up what have been previously “no-go” areas of debate including: electronically submit your questions to our expert panel of speakers. We will do our best • To what extent does outsourcing move the market value of a company? to respond promptly at the event, and whatever does not get covered live, will be • How do analysts react to relocating services to a lower-cost geography, or bringing followed up with a response post-event. services back to onshore or near-shore locations? • What other aspects of back office management, if any, do analysts focus on as proxies • Sourcing Trio Insight for value, or is the entire back office immaterial? This session paints the full picture of what a synchronized sourcing strategy See looks like, from the buyer, provider and advisor. The discussion covers each page 11 • Need decisions over outsourcing be so protracted if deals do not move the market? • What are the primary factors shaping analysts’ views of risk and value and how might one’s roles, how these have evolved in the past year, and the expected growth different stakeholders within companies influence these factors? of the market dynamics going forward. Debate Chairman: Anthony Hesketh, Center for Performance-Led HR & Department • Learn Better One-on-One? of Management Learning & Leadership, Lancaster University Management School If you need to go beyond the classroom setting to Panelist: Tiger Tyagarajan, Chief Operating Officer, Genpact understand discussions from sessions, let us know. Our Panelist: Financial Analysts to be confirmed advisory board has offered an open door policy for further assistance in regards to specific and unique challenges you 6:30 Welcome Poolside Reception (open to all Shared Services Week attendees) are facing. To schedule an appointment, email Naomi Secor at naomi.secor@iqpc.com. WWW.SHAREDSERVICESWEEK.COM 7
  • 8. Day 2 Main Conference: Wednesday, March 24, 2010 7:00 Private Breakfast Sponsored by Level III: Attend this group if you find yourself here: • Analysis and/or execution of Selective Sourcing 7:00 Registration and Coffee • Outsourcing/Offshoring • Taking advantage of opportunities in emerging markets 8:00 Opening Remarks from the Chairperson • Cross functional process streams (e.g., financial services, HR, Tax, PMO Sam Poston, SVP, ScottMadden • Delving into front office functions (facilities management, customer management) • Strategic supply chain, real estate, non traditional value add 8:10 Keynote Interview: It Takes Two: A 360º Review of Customer 9:40 Under the C-Suite Spotlight with René Carayol: Board-Room Revelations Performance – Did We Get It Right? Regarding Shared Services and Sourcing Model Strategies Join this exclusive onstage interview with a twist! A few of our favorite SSOs will interview With the world recently finding itself in the teeth of arguably the biggest recession since their business partner and ask the question: Did we get it right? A different look at how the Great Depression, the global financial crisis brought with it the inevitable increase in the partner views the relationship. What do they really think about the way we run our top-down activity in the world of outsourcing and shared services. SSO? What could we, as customers, be doing to extract greater value from the Decisions relating to sourcing strategies have become more critical now than ever been partnership? When do we frustrate them and when do we make them proud? One thing before; with businesses reviewing their opportunities to “cost out” in the short term, whilst we do already know, however, is that long standing relationships don’t happen without driving efficiency savings in the long term, as they navigate their path to full market recovery. effort. Hear it straight from four different sources as they provide a level of insight and honesty you just can’t get anywhere else! As every company prepares to achieve “more with less”, these strategic conversations flood boardrooms across the globe. Interviewee:Sam Poston, SVP, Interviewer: John Bauer, SVP WCI ScottMadden Global Business Services Inc. It has become a business imperative. Interviewer: Richard Arbuthnot, (Formerly of Warner Brothers So join us for what promises to be a compelling and far-reaching interview as René Executive Director, NASA Shared Entertainment Group) Carayol gives us an unprecedented glimpse behind the boardroom curtain Services Interviewer: Secret Holland, HR Service Interviewing live onstage a multi-national C-suite corporate director who has taken a Center, Southern Company recent strategic decision on outsourcing and shared services, this hard-hitting interview offers a rare insight into the executive perspective on how shared services and 9:10 Speed Networking: Find Out Who’s Who in the Captive & Outsourced outsourcing play a major role in their corporate strategy and why. World: Find Your Peers by Experience Uncut, unscripted and straight to the point, René will drive to the heart of the matter and Navigate your way through a sea of faces with a structured meet and greet for the ask the questions that haven't dared been asked before; uncovering answers to the masses. There’s nothing more beneficial than meeting someone in the same place as you, dilemmas, and adding perspective to the problems, that the audience want to hear: facing similar sets of challenges, and wondering how in the world they are going to move • What are the key considerations surrounding risk analysis before the board will commit to the next level. Take a look at the levels below and see where you belong. We have to an outsourcing deal? content designed for every level of maturity. • How much does cultural fit and corporate buy-in for outsourcing still hold a seat at the table during economic turbulence? Please Choose your Level: • Following an RFP, what factors really drive the provider selection process when there is so much choice in the market today? Level I: Attend this group if you find yourself here: • Centralization project René Carayol MBE, Business guru & former Board seat-holder at Pepsi (UK), IPC • Lift & Shift Media and the Inland Revenue (Best selling author of the leadership and culture • Not yet operating as if a commercial business bible, Corporate Voodoo and presenter of BBC’s Pay off your mortgage in 2 years)’ • Small savings achieved by aggregation of processes CXO INTERVIEWEE REVEALED EXCLUSIVELY ONLINE FROM 1st FEB 2010 at • Basic automation, no real performance management or measurement www.sharedservicesweek.com Level II: Attend this group if you find yourself here: 10.40 Morning Networking Break in the Exhibit Hall • Starting to bring together functions • Increased automation and a focus on driving value from operations and reducing rework and errors • Achieved a certain level of capability and commercial operations are delivering real value • Established performance measurements, benchmarking and business partnerships 8
  • 9. Concurrent Track Sessions Begin. Choose from: A Planning & Launching B People & Change Management C HR Transformation D Governance, Risk & Compliance Chair: Susan Hogan, Principal, Deloitte LLP Chair: Sharad Vishvanath, APAC Client Chair: Zachary Misko, Global Director Chair: Jim Arnold, President & COO, Development Head, Hewitt Consulting RPO, Kelly OCG Apex Analytix E From Contracting to Collaboration F Process Transformation G BPO Evolution H Blue Sky Innovation Room (IACCM) Chair: Dave Hebert, Managing Director, Chair: David Poole, CEO, Chair: Bob Cecil, Executive Director, Chair: Tim Cummins, President & CEO, IACCM 3Cinsight BPO Americas, Capgemini Business & Process Advisory, EquaTerra 11:20 Please choose your track: A Baby Steps or Big Leaps? Considering the Scope, Scale & Structure E Double Session: Achieving Excellence in Win/Win Negotiation (Part 1) • Determine which functions to incorporate - better to start small with a few transactional • How top performers organize and manage negotiations processes or go large and ensure maximum efficiency savings? • Planning, teamwork and authority • Assess how the interface with the rest of the business will be handled • The negotiation agenda – focus on what matters • Highlight the dependencies that exist across process and sub processes Katherine Kawamoto, VP, Research & Advisory Services, IACCM Dave Connor, VP Procurement & Supply Chain, BP Chaitra Vedullapalli, Senior Director, Microsoft Sylvia Steinheiser, VP & Deputy Counsel for Enterprise Business, HP Craig Guarente, VP Contract Management, Oracle Vincent Taylor, Managing Director, Commercial & Contract Management, Accenture Regina Jones, Global Client Contracts Manager, Schlumberger B Featured Interview: Shared Services Fostering Enterprise-Wide F Featured Interview: Cost Out or Bust: Driving Cash Flow Efficiencies While Collaboration Managing Upfront Costs • What is the real business case for creating an enterprise-wide seat at the table for back • Maintain the upfront cost inhibitor: Achieving process efficiency increases without heavy office? investment • Breaking down the notion of silos - how do you actually do it? • Gain better visibility of DSO and DPO tracking across your cash conversion cycle • Advance from a short-term business case timeline to longer-term value generator for the • Find the gaps and drive real cash returns business Interviewer: Dave Hebert, Managing Director, 3Cinsight SVP Q&A Jim Shaughnessy, SVP & Chief Administrative Officer, Orbitz Worldwide Featured Onstage Interviewee: Richard E. Munczinski, SVP, American Electric Power Company, Inc. Please Check website for ‘Interviewer’ details Interview C The Genetic Make Up for a World-Class HR Shared Services G Roundtable Discussion: Smart Contracting for BPO Success • Consolidate and align HR business processes to enable higher performance and continued growth • When do you govern for effectiveness gains in the lifecycle? • Utilize metrics to guide strategic decisions/cost management on where to • How do you ensure your stakeholders are committed to take advantage of potential gains? increase/decrease staffing in anticipation of higher/reduced workloads • What are the contractual techniques involved in building in innovation? and determine when best to insource/outsource • What are the governance techniques involved to achieve innovation? • Take a structural approach to managing a flexible shared • How do we build a partnership approach versus adversarial approach services center that can expand/contract to keep pace of business Jay Desai, VP Global Sourcing, Northern Trust Paige Cox, Executive Director, Human Resources, Graham Russell, VP Transaction Processing, AstraZeneca Constellation Energy D Adopting A Governance Structure to Support a Global Service Delivery H Blue Sky Innovation Room Model For pre-qualified mature SSO’s only. Please refer to page 18 for complete details on how to • Achieve harmonization and standardization of core processes apply for qualification, and for session topics. • Receive solutions for collaboration and business management • Enable the enforcement of standards in different organizational structures • Increase cost effectiveness and process quality due to comparable performance criteria and exchange of best practice experience Bill Johnson, VP Global Financial Shared Services, Coca-Cola Enterprises Inc. WWW.SHAREDSERVICESWEEK.COM 9
  • 10. Concurrent Track Sessions Begin. Choose from: A Planning & Launching B People & Change Management C HR Transformation D Governance, Risk & Compliance Chair: Susan Hogan, Principal, Deloitte LLP Chair: Sharad Vishvanath, APAC Client Chair: Zachary Misko, Global Director Chair: Jim Arnold, President & COO, Development Head, Hewitt Consulting RPO, Kelly OCG Apex Analytix E From Contracting to Collaboration F Process Transformation G BPO Evolution H Blue Sky Innovation Room (IACCM) Chair: Dave Hebert, Managing Director, Chair: David Poole, CEO, Chair: Bob Cecil, Executive Director, Chair: Tim Cummins, President & CEO, IACCM 3Cinsight BPO Americas, Capgemini Business & Process Advisory, EquaTerra 12:10 Please choose your track: A From Launch to Stabilization: Secrets to Lasting, High Performing SSOs E Double Session Continued: Achieving Excellence in Win/Win Negotiation • Define your value proposition to effectively communicate the service offerings Part Two - Negotiation • Run your shared services as a brand, taking an innovative approach to project offering Hear From the Leaders: Winners of the IACCM ‘Companies most admired for negotiation’ that will deliver substantial value over the long-term award explain their success • Create a level of accountability and sustainability through transparency of metrics data • Avoiding the pitfalls of value reduction: trading risks and value Steve Primrose, Global Shared Services Manager, Chevron • The role of third parties: hero or villain? • When it’s time to walk away: Distancing winners from losers B Structures for Collaboration & Shared Services: Spider Diagrams at F Achieving Operating Efficiencies in AP through Automation Monster. How Good Are You At Customer Service? • Determine the best evaluation method for deciding on the right e-invoicing/e-pay solutions • Hear about a developing model in which individual relationships between SSC team players • Establish key metrics for AP automation and internal customers are collected and developed into actionable best-in-class initiatives • Define a strategy to establish internal AP controls • Utilize simple tools to identify weak or under leveraged relationships, coverage gaps, C Frank Wissink, Head of U.S. Shared Accounting Service Center, ABB (20% Cost players and critical performance goals Cutting Reduction 10% Year After) • Achieve better balance of people, process, and technology, improve your customer service, Patty Ward, Assistant Controller, Petco and have a tool to measure relationships, assist in dealing with organizational turnover, Kimberly Garrison, Director, Accounting Systems, Petco and assessing the reach of the SSC within the organization Dave Griebl, VP Finance Shared Services, Monster Worldwide C Panel Session: Everything You Need to Know for Efficient Service G Featured Interview: Make or Buy: Determining the Critical Factors When (Outsourced or Captive) Evaluating Your Delivery Platform • Highlight the factors emerging as key criteria when evaluating your sourcing model to • Implement end-to-end consistent service include sustainability, culture and organizational readiness • Achieve true globalization through global payroll • From captive to outsourced (and back again?) managing the migration to ensure you • Recognize what you need to look for in your international payroll provider garner that elusive 1% • Recognize the common challenges (and how to overcome them) • Hear about the business areas that do and don’t tend to lend themselves to a successful William Perry, Head of U.S. Shared Accounting, Perdue Farms Payroll sourcing model development Kimberly Garrison, Director Accounting Systems, Petco Special Interviewer: Phil Searle, President & CEO, Chazey Partners Focus Interviewee: Richard Rowan, Global Director of Shared Services, TRW Automotive D H Blue Sky Innovation Room Top 5 Tactics of Fraud Detection that Create Effective Continuous Monitoring? For pre-qualified mature SSO’s only. Please refer to page 18 for complete details on how to • Recognize the importance of automated mechanisms for reviewing transactions apply for qualification, and for session topics. • OFAC, denied parties, and other government control and watch lists • Vendor setup and verification procedures • The value of integrating fraud detection and risk analysis in your shared services strategy Joseph Collins, Director of Client Solutions, Apex Analytix Speaker from Koch Business Solutions 10
  • 11. 12:55 Private Lunch Sponsored by 12:55 General Lunch Sponsored By 2:05 • There’s a lot of “noise” in the marketplace surrounding the failure of outsourcing to deliver “innovation” and “transformation” – What is the reality? What is the cause of failure for true innovation being achieved? Eliminating the White Noise • What measures are normally put in place to determine the effectiveness of the partnership? 8 Pioneering Sourcing Strategists Shape a Common Industry Agenda All over the world SSON practitioner members are seeking clarity and guidance on their next strategic G8 Independent Chairman & Facilitator: Susan Hogan, Principal, Deloitte move to develop their sourcing models further and driver greater results. The challenge is not how to George F. Will – America’s Foremost Consulting LLP find advice on developing the right plan, but who to listen to when there are so many differing Political Columnist Anoop Sagoo, Managing Director, F&A voices about where the industry is heading and how this impacts their strategy. In short, everyone G8 Members: BPO, Accenture appears to have their own agenda. To combat this, the SSON have facilitated the creation of the G8: Cliff Justice, Sourcing and Shared The Global Sourcing Think Tank, to help you understand where and how your chosen thought Jim Aselta, Shared Services & Advisory Leader, KPMG leaders agree and disagree on the future of the Shared Services and Outsourcing Community. Outsourcing Practice Leader, Ernst & Appointment to regional G8 Panels around the world is based purely upon SSON regional votes. David Poole, Head of America’s Business Young LLP Process Outsourcing, Capgemini Today, G8 U.S. Will Aim To: Ken Hamel, SVP Global Presales and • Build a clear vision of the common agenda they see for the industry’s future goals John Lutz, General Manager, Managed Solutions, SAP • Challenge mainstream thinking and debate the options Business Process Services, IBM Marc Schwarz, SVP, Oracle On Demand • Strip away the growing complexity of complex sourcing maps and models • Answer core questions about the strategic direction of the industry We Actively Encourage You to Send your Controversial Questions To G8 U.S. Today • Explain in simple terms and lay terms the critical considerations to prioritize naomi.secor@iqpc.com Topics for Debate: PANELISTS WERE CHOSEN BY SURVEYING ALL US REGIONAL SSON MEMBERS: YOU CHOSE THIS • Is there a clear view on whether SSCs perform on the average better or worse than Third Party? PANEL. They are here to address any market cynicism and answer your most challenging questions 3:20 Afternoon Networking Break in the Exhibit Hall General Session One General Session Two 4:00 Bridging the Gap, Step-by-Step, to Achieving Top Quartile Process Efficiency & 4:00 Sourcing Trio Insight: Buyer, Provider and Advisor Perspectives Taken from the Effectiveness Top! The Co-Transformation Journey Achieving an initial 30-40% savings through consolidation across the Part One: During this session you will witness a 3-way interview between 3 c-level leaders from first 12-18 months of any shared services journey is pretty standard. Labor arbitrage alone can often each industry group (buyer, provider, advisor) The discussion will cover the role each component of provide great inroads to begin with. But beyond that, the odds get tougher and options fewer, as the industry plays, how this may have changed over the last 12 months, and the expected process and technology improvements become the next vehicles to further gains. Neither of these evolutions of the market dynamics going forward. comes without their challenges to the business: namely expertise and cost. Part Two: We will highlight in advance 3 or 4 hypothetical, post-contract scenarios that can typically Becoming a big cost center isn’t exactly an attractive option, and yet further transformation requires occur during an outsourcing partnership. Client, provider and advisor all give their views/experiences investment. This session looks at an emerging engagement model between a provider and client (from on preventative measures and how to handle. Finance function) who have tackled the latter stage of the transformation journey together to share the burden and drive the results. Buyer: Graham Russell, Head of Transaction Services, AstraZeneca • Co-transformation partnering to drive incremental improvements on the Journey to Top Quartile Provider: Deb Kops, CMO, WNS Global Services efficiency & effectiveness Advisor: Bob Cecil, Executive Director, Business & Processes Advisory, EquaTerra • Utilizing a provider as a change catalyst for transformation inside an embedded company culture • Minimizing investments by leverage end-to-end solutions without the upfront cost Abid Ali Neemuchwala, VP & Global Head, TCS BPO Customer: Senior Finance Executive from Fortune 1000 company WWW.SHAREDSERVICESWEEK.COM 11
  • 12. Concurrent Track Sessions Begin. Choose from: A Planning & Launching B People & Change Management C Finance Transformation D Governance, Risk & Compliance Chair: Susan Hogan, Principal, Deloitte LLP Chair: Sharad Vishvanath, APAC Client Chair: Theresa Clark, VP Finance Chair: Jim Arnold, President & COO, Development Head, Hewitt Consulting Transformation, Trintech Apex Analytix E From Contracting to Collaboration F Process Transformation G BPO Evolution H Blue Sky Innovation Room (IACCM) Chair: Dave Hebert, Managing Director, Chair: David Poole, CEO, Chair: Bob Cecil, Executive Director, Chair: Tim Cummins, President & CEO, IACCM 3Cinsight BPO Americas, Capgemini Business & Process Advisory, EquaTerra 4:50 Please choose your track: A Designing A Compelling & Convincing Business Base for Start-Up Success & E Double Session: Implementing First-Class, Post-Award Contract Continued Value Management & Execution • Determine the common costs and savings associated with business case justification Tim McCarthy, Worldwide Director Contracts & Pricing, Rockwell Automation • Create typical timelines associated with you shared services justification Kenneth Riley, General Manager, Supply Chain Management for Chevron Global • Learn techniques for “internal selling” of your shared service center justification Upstream & Gas Phil Searle, CEO and Founder, Chazey Partners Nancy Nelson, Global Contracts Director, CSC Suzanne Watson, Vice President, Consulting Services, IACCM Dan Mahlebashian, Chief Contracting Officer, General Motors Jean Kinney, Associate Director Purchases, Procter & Gamble B Surviving the Waves of Change - How do SSO’s Quickly Adapt and Thrive F The Right Way – and Some Wrong Ways to Make Metrics Meaningful through Organizational and Business Environment Change? • Use the proven technique of strategy mapping, a visual representation of your • Hear about the impact economic changes and management direction have had on SSO’s organizational goals • How to add value during time of rapid growth as well as divestments. • Utilize the power of balanced scorecard techniques • How to get your SSO ready for any external event that can quickly • Incorporate strategy maps and the balanced scorecard as structured ways to select and change your original value proposition. align goals and measures before you embark on your performance management project Ira Fialkow, EVP Shared Services, CEMEX Paul Durn, Senior Director, U.S. Department of Health & Human Services Mark Kingman, SVP Disney Worldwide Shared Services C Roundtable Session: Optimizing Working Capital & Accelerating Cash Flow G Panel Discussion: India 2.0, The Next Generation of China & A Closer Look • Understand the power of shared services in realizing superior working capital performance At Emerging Markets • Obtain greater visibility into cash positions and realize arbitration of internal and external • Discuss new trends in offshore development and the advantages and disadvantages for each location cash flows • Explore the positives of moving verticals into these areas and how to overcome emerging challenges • Develop mitigation techniques to minimize the effect of globalization on working capital with this transformation John Gayda, Director, KNA Financial Service Center, Kellogg Jay Desai, VP Global Sourcing, Northern Trust Cash Flow 2010 Paul Crystal, SVP Finance & Administration, United Media Nicolo Gligo Saenz, Invest Chile Special Location Cindy Gallagher, VP & Corporate Controller, AOL Focus Esteban Carril, Latin America Regional Director, EMC Outlook D When Disaster Strikes, Take Action: Why Disaster Recovery Will Never Look H Blue Sky Innovation Room the Same Again After the Global Financial Crisis! For pre-qualified mature SSO’s only. Please refer to page 18 for complete details on how to • How do CoE’s plan for disaster? apply for qualification, and for session topics. • Recognition of the importance of planning for disasters • A basic understanding of the elements of Business Continuity Planning • Tools to help your organization develop a comprehensive Business Business Continuity Planning program Continuity Jim Rundgren, Manager Operations, Northrop Grumman Special Focus 12
  • 13. Concurrent Track Sessions Begin. Choose from: A Planning & Launching B People & Change Management C Finance Transformation D Governance, Risk & Compliance Chair: Susan Hogan, Principal, Deloitte LLP Chair: Sharad Vishvanath, APAC Client Chair: Theresa Clark, VP Finance Chair: Jim Arnold, President & COO, Development Head, Hewitt Consulting Transformation, Trintech Apex Analytix E From Contracting to Collaboration F Process Transformation G BPO Evolution H Blue Sky Innovation Room (IACCM) Chair: Dave Hebert, Managing Director, Chair: David Poole, CEO, Chair: Bob Cecil, Executive Director, Chair: Tim Cummins, President & CEO, IACCM 3Cinsight BPO Americas, Capgemini Business & Process Advisory, EquaTerra 5:40 Please choose your track: A Roundtable Discussion: Everything You Wanted To Ask, But Never Did: E Double Session Continued: Implementing First-Class, Post-Award Contract Clearing the Air of Shared Services Management & Execution • Build a shared services framework for growth • Learn how to design innovation into your processes • Establish uniform standards for data and processes to facilitate productive use of tools and programs on a global scale Sam Poston, SVP, ScottMadden Chaitra Vedullapalli, Senior Director, Microsoft Jeff Kemmerer, VP Global Shared Services, Hershey’s Greg White, Director of Accounting & Project Lead, ConAgra Foods B Elevating Your Recruitment Efforts with Smart Partnering F Turkeys Don’t Vote For Christmas: Communicating the Value of Shared Services • Identify the evolving skill shift that is needed for you SSO • Help the business understand how they can impact and control their costs, critical to • Think outside the box in terms of recruitment and take advantage of local talent building trust and effectiveness • Learn what it takes to build and nuture a motivated team • Understand the cost drivers behind service delivery, and communicate this understanding to the rest of the business Debbie Kraft, Shared Services Supervisor, IAC • Understand the reason behind resistance - not everybody will buy the shared service model Bonnie Tibitowski, Director Shared Services, IAC immediately and not all the people will hold the same opinion • Prepare yourself for opposition - patience is not only a virtue but a necessity for a happy existence during the transition plan Esteban Carril, Latin America Regional Director, EMC C Maximizing Shared Services Wins with Minimal Investment G Getting More From Your Enterprise Software – The Last Mile • Hear how a gaming company is leading a shared services initiative without the benefit of • What can the leaders in Finance and Accounting, HR, Procurement and Supply Chain, and IT peer companies having executed similar strategies do to assure the benefits of process improvement initiatives don’t get mitigated or eclipsed? • Learn practical tips to achieve wins through process improvement utilizing largely existing • How do you avoid the pitfalls and what does IT need from you to deliver greater ROI from technology and resources IT projects, deliver the scope of capabilities require, on time, within budget? Challenge • Gain business unit and executive support through active communication Oracle, along with leading customer and industry experts to provide answers to address Rick Arpin, SVP & Corporate Controller, MGM Mirage your most critical issues. • Discuss the best practice, key areas including ; how business leaders work with IT to prioritize, justify, and source the services to deploy and operate their IT solutions. Please visit website for Oracle Executive and Client speaker information D The Future of Finance Production – Predictable Processes, Predictable H Blue Sky Innovation Room Outcomes For pre-qualified mature SSO’s only. Please refer to page 18 for complete details on how to • Achieve at least 20% reduction in compliance efforts by staff apply for qualification, and for session topics. • See a reduction in close days by 20-40% • Hear about a reduction in financial close efforts by 20% • Learn how you can achieve a 10% reduction in external audit fees Theresa Clark, Vice President, Finance Transformation, Trintech WWW.SHAREDSERVICESWEEK.COM 13
  • 14. 6:25 Cocktail Reception in the Exhibit Hall 7:30 2010 SSON Excellence Awards Dinner SSON’s annual Shared Services Excellence Awards honor, recognize and promote those shared services organizations that demonstrate winning practices for their own organizations. The Shared Services Excellence Awards for them industry’s benchmark in terms of best practice and business excellence. The Shared Services Excellence Awards are open to all SSOs from all countries. The awards are judged by a leading panel of industry experts and provide an opportunity to gain recognition for excellence and initiative. 2010 Judges Include: SSONs Annual Shared Services Excellence Awards Lee Coulter, SVP Global Shared Services, Kraft Foods Richard Rowan, Global Director of Shared Services, TRW Ed Spaulding, Corporate Director, Process Excellence, Northrop Grumman Day 3 Main Conference: Thursday, March 25, 2010 7:00 Breakfast at Tiffany’s: The Perfect Antidote To The Morning After The 9:05 Shared Services Transformation – No Catalyst Required? Night Before Does a business transformation to shared services require a compelling strategic event to One thing worth getting out of bed early for the night after the Award’s ceremony is a serve as a “wake up call” or impetus to overcome resistance and inertia, or do successful decent breakfast, another is the chance to find 10 Tiffanys gifts strategically hidden organizations drive incremental improvement and uncover the opportunity as part and around the sponsorship and exhibition hall. parcel of ongoing operations? No matter how transformation is inspired, alignment with business strategy and core objectives of the firm or public entity is always essential. 8:00 Opening Remarks from the Chairperson Many have followed or preceded a series of acquisitions to build an engine to realize the Sam Poston, SVP, ScottMadden synergies of acquisitions, while some “clean up the mess” after. Others have embarked on globalization initiatives, or re-engineered their “go to market” strategies to proactively create more nimble and innovative businesses. Some firms have a culture of operational 8:05 Onstage Client & Provider Dialogue: General Motors’ Finance & excellence, and benchmark their operations, looking for business models that will help Accounting Outsourcing Journey with ACS them succeed. Join us for this keynote session in which both client and provider take you through the years of their finance & accounting outsourcing relationship. Learn what worked, what During this moderated panel discussion, you will have the opportunity to interact with didn’t, unexpected surprises and how the client and provider collaborated to overcome leaders who successfully drove business transformation to highly efficient and effective obstacles presented by the economic downturn. No slides, just real talk based on the real shared services operations. These operational gains aligned with and supported their experiences of a partnership covering a broad range of finance & accounting services. company goals for growth in revenue and margin and lead to achievement of strategic Mark Brennan, ACS F&A COO advantage. Client Speaker from General Motors Moderator: Tim Meehan, GVP, Oracle On Demand Customers TBA. Visit website for updates 10:05 Quick Wins Exposing the Hidden Cost Drivers and Under-Performance Associated With Your Shared Service Organization 10:15 Morning Networking Break in the Exhibit Hall "After embarking on our renewal initiative, we have successfully improved quality, implemented better controls and developed process improvements which has revitalized our relationship with our business partners and established our center as a source for reliable services and expertise." Doneen Hobbs, Vice President of Shared Services, American Water 14
  • 15. Concurrent Track Sessions Begin. Choose from: A Planning & Launching B Adding Continuous Value C HR Transformation D Finance Transformation Chair: Susan Hogan, Principal, Deloitte LLP Chair: Shared Vishvanath, APAC Client Chair: Zachary Misko, Global Director Chair: Theresa Clark, VP Finance Development Head, Hewitt Consulting RPO, Kelly OCG Transformation, Trintech E From Contracting to Collaboration F Process Transformation G BPO Evolution H Blue Sky Innovation Room (IACCM) Chair: Dave Hebert, Managing Director, Chair: David Poole, CEO, BPO Americas, Chair: Bob Cecil, Executive Director, Chair: Tim Cummins, President & CEO, IACCM 3Cinsight Capgemini Business & Process Advisory, EquaTerra 11:00 Please choose your track: A Your People Are Your Biggest Asset: Developing the Skill Set Needed for E Strategic Alignments with Business and Markets SS Success Contracts are often viewed as a tool for managing risk. Some companies have ensured that • Actively prepare for the more complex processes coming your way, and build training into they assist in winning business and attracting the right partners. employee development plans • Highlight the ways to minimize risk through careful creation and management of contract • Keep competency metrics for all staff, and utilize these for employee development • View your contract as a tool for winning partners and managing risk • Build joint accountability for career development between the employee and the shared • View terms and conditions as a source of distinctive value proposition service center M C McNeill, Vice President, IBM Global Services • Assess market data to ensure our compensation package is competitive Craig Silliman, SVP & General Counsel, Verizon Business & Verizon Telecom Please visit website for Speaker details B Next Generation SSOs: Augmenting Your Capability for End-To-End Scope F Your Blueprint for Payables Performance Measurement and Transformation • Increase productivity breakthroughs from AP automation • Discuss the shifting boundaries of what is captive and what is outsourced, and how you • Identify key AP performance indicators must adapt to focus on new capabilities, harmonization, standardization and improvement • Establish additional commercial relationships to add credibility throughout the entire within retained captives organization • Accelerate the provision of relevant, timely, accurate and – most importantly – integrated • Receive recommendations for implementing payables performance measurement business information James Tucker, Director Product Marketing, Ariba Network & Financial Solutions • Build and allow for much stronger internal collaboration among various support functions Please visit website for executive client speaker information Karen Dobson, Director Global Shared Services, Coca-Cola Enterprises Inc. C Beyond the Lift & Shift: Moving Towards True Transformational HR G No One Left Behind: Reengineering the Retained Organization • Hear various approaches to outsourcing recruitment functions including bundling within • What should the retained governance organization look like? the enterprise HRO deal and stand-alone RPO solutions • How are global companies operating on an area basis structuring this? • Listen to the significant emerging--and proven--best practices in outsourcing governance, • How should one create a new delivery model by striking good balance between internal measurement and business process improvement (retained organization) and external outsourced organization? • Learn how you can best optimize your retained function, post-outsourcing • How will you measure the value of the contribution? Sreekanth K, SVP Global HR Operations & HR Business Partner, CA • What is the frequency and kind of interaction with the partner? D Continuous Process Improvement: The Journey to an Automated A/P H Blue Sky Innovation Room Environment For pre-qualified mature SSO’s only. Please refer to page 18 for complete details on how to • Hear about the evolutionary steps which have included consolidation, standardization, apply for qualification, and for session topics. offshoring, and digitization • Learn about some of the opportunities to drive greater efficiency and effectiveness • Gain first hand advice on how to implement a global e-invoicing initiative • Understand the major accomplishments and lessons learned Michael Riggins, Senior Manager AP, Motorola WWW.SHAREDSERVICESWEEK.COM 15
  • 16. Concurrent Track Sessions Begin. Choose from: A Planning & Launching B Adding Continuous Value C HR Transformation D Finance Transformation Chair: Susan Hogan, Principal, Deloitte LLP Chair: Shared Vishvanath, APAC Client Chair: Zachary Misko, Global Director Chair: Theresa Clark, VP Finance Development Head, Hewitt Consulting RPO, Kelly OCG Transformation, Trintech E From Contracting to Collaboration F Process Transformation G BPO Evolution H Blue Sky Innovation Room (IACCM) Chair: Dave Hebert, Managing Director, Chair: David Poole, CEO, BPO Americas, Chair: Bob Cecil, Executive Director, Chair: Tim Cummins, President & CEO, IACCM 3Cinsight Capgemini Business & Process Advisory, EquaTerra 11:50 Please choose your track: A What Can Derail the Progression of a Shared Services Center….And What E Organizational Design for Contracting You Can Do To Turn It Around • Ensure the strategic oversight that drives transactional excellence • Learn about the potential pitfalls that can derail your center's progress • Understand the goals of contracting • Recognize signs of trouble • Define the roles responsibilities • Learn what actions can be taken to get your center back on track Stacie LeGrow, Corporate Counsel, Cisco • Receive advice on how to take preventative measures Doneen Hobbs, Vice President of Shared Services, American Water B Roundtable: It’s A New World Are You Prepared? Leveraging Globalization F Consolidating Disparate Operating Initiatives: A 360° Approach to Strategy As Part of Your SS Strategy • Review the commonalities across functions and learn how to integrate across • Move from local scope/org/structure/governance/processes to regional and then on to global • Hear about what must be included and what might not work • Set up your service delivery framework to support customer needs across multiple legal • Establish additional commercial relationships to add credibility throughout the entire entities, countries, regions, business units and functions organization • Discuss global shared services leadership • Improve your internal and external communication to effectively display results • Establish process owners and process solutions Brian Filas, Director of Shared Services, AECOM • Sourcing finance talent in a competitive, global environment Karen Huwyler, VP Global Financial Shared Services, Schering Plough C Taking HR Out of the Ivory Tower: Building the Exemplary Business G Charting a Roadmap for BPO success Partnering for Maximum Buy-In and Cost Savings Join WNS and a leading professional services firm as they discuss the journey their respective teams • Build continuous transformation into your HR strategy to align it with the changing needs embarked on to change the companies operating model. During this session you will hear about • Work with internal partners to ensure HR is part of the solution, not the problem, by • Point of entry, starting small to prove the outsourcing concept and obtain buy-in clearly defining the value it will bring • The right time to expand, when the time is right to add new services, geographies and • Ignore the “one size fits all” approach – build in flexible terms with your partners and business lines Identify the points that tend to become problems if not dealt with early on in the relationship • Continuing to build, the best ways to grown an outsourcing relationship over time David Goldstein, VP HR Shared Services, BAE Systems Deborah Kops, CMO, WNS Global Services Karen Harris, HR Shared Services Implementation Lead, BAE Systems Steve Cox, FedEx D Closing With Confidence: Ensuring Accurate and Timely Closes in a SS H Blue Sky Innovation Room Environment For pre-qualified mature SSO’s only. Please refer to page 18 for complete details on how to • Automate and control the entire financial close process apply for qualification, and for session topics. • Realize exceptional return-on-investment in very short periods of time in addition to improved compliance and control • Define responsibility and process ownership • Gain advice on what to do when servicing multiple locations while managing compliance Dominick DiPaolo, CPA, VP Global Sales, Blackline Please visit website for executive client speaker information 16
  • 17. 12:35 Networking Lunch General Session One General Session Two 1:35 Panel Discussion: Why SaaS Is Changing the Face of Shared Services Applications 1:35 The Dating Game!! Choosing the Best Outsourcing Provider for you and IT Forever: Why You Need to Get on Cloud Nine How do you ensure that your provider is the “best” choice for processing your unique Finance, The proliferation of high-speed networks – along with the continuing maturation of cloud Accounting, HR or IT processes? What are the critical factors that you should consider in assessing a computing and open source computing – have laid the foundation for making shared IT activities service provider? The process can be difficult, unless you are focused on the right way to do it. between organizations more practical than ever. And while organizations in industries ranging from Often times, there is a large investment made in selecting a provider, and the end result is not the higher education to hospitality are actively exploring potential synergies for sharing resources, there right one. An unsuccessful relationship can lead to value leakage and disruption in the business. are multiple challenges that participants need to address to make shared services viable, including security, licensing, intellectual property and other legal issues. Learn from early-stage adopters of so- Tom Stern, the business-savvy and world-famous author, radio talk show host and comedian will called ‘Technology Commons’ and the steps they’re taking to explore these opportunities and MC an entertaining “dating game” between a prospective multi-functional outsourcing Client and address these challenges. three multi-national, tier one outsourcing providers. This engaging session, while enjoyable, will also • What exactly is open source, virtualization, cloud, or grid computing? What is the difference? be educational as Tom attempts to match global capabilities to unique client requirements. TPI will And how can they help the sourcing strategy cut costs and increase scale? act as the objective moderator and process expert to mediate disputes! • What are some examples from those who have already done it Not Just for • Know your type: If selecting a partner follow same rules as selecting a spouse – how do you spot • What are the technology and partnering options: How can cloud Techies – A Must a good fit for you? computing and open source help to deliver more with less resources in Attend for All • What are the current failure rates and most common reasons for a mis-match? your organization Those Needing To • What are the risks? Assessing and avoiding challenges with data security, Align IT with MC: Tom Stern, Business Savvy, World-Famous Author, Radio Talk Show Host & Comedian platform sharing and risk within virtual and open source platform? Overall SS Efforts Moderator: Steve Kopp, Patner & Managing Director, TPI • What is the role of virtualization and cloud computing in enabling remote working and global offshoring? 2:25 HORSES FOR SOURCES: LIVE AND INTERACTIVE THUNDERING HOOVES USA Panel Moderator: Thomas Hoffman, Freelance Business & Technology Editor As the largest global community of bloggers across the shared services and outsourcing space, the Panelist: Joanne Kossuth, Vice President of Operations and CIO, Olin “Horses” (as they are better known) are fast becoming recognised as the candid voice of the market. Paul Fipps, CIO, Charmer Sunbelt Over 65,000 clients, providers and advisors worldwide follow the market happenings, and generally speaking, they don’t hold back! Blog Founder Phil Fersht has joined with SSON exclusively to bring you Includes Interactive Voting – Are you on the Cloud? Find Out What the Percentages Are? one live, Horses debate per continent each year. How it works: Interactive audience voting technology gives YOU the chance vote live on your hottest 2:25 SAP: Shared Services – The Next Generation industry questions. 2 teams: Buy-side and sell-side, then respond to both audience feedback and the Please join SAP and one of their customers as they present a new SAP business platform, called "SAP wider, “remote” community views (from live blog-feeds from the wider Horses community!). And to Shared Services Framework" which brings significant cost savings and provides the infrastructure for keep the debate lively, we’ve enlisted the help of Former Kraft SVP Global Shared Services, Lee Coulter efficient communication between the service center and its clients, including SLA assurance and to MC the teams responses. And he’s not known for tolerating fence-sitting… Expect some fireworks. reporting to business stakeholders. Expect some fun. Expect to hear it like it is. Learn how customers are reaping the benefits from standardization and automation of transactional Possible questions for you to debate include: services being delivered by the shared service organization with own P&L responsibility, moving away • Can service partners really help you grow your business globally, or is it all wishful thinking and from a support organization into an agile and lean business center where HR and F&A services are fantasy-selling on their part? now core business and customer satisfaction is a higher goal achieved by delivering the right services • Engaging a service partner who can provide common processes around a solid ERP backbone is for the best price. critical – but can a sourcing strategy really help or hinder this? • Good providers should add discipline to your collections and speed up cash-flow, eliminate bad Dr. Franz Deitering, Global Head of Business Development for Shared Services debt and free up cash-supply. But as maturity levels rise for BPO offerings – how much is this really Solutions l, SAP AG happening with the earlier adopters? • Can sourcing achieve realignment of fixed/variable costs to reduce the business risk in this turbulent market? And can you do this yourself, or is it more achievable with an outsourcing partner? Horses Live MC: Lee Coulter, Former SVP Global Shared Services, Kraft BUY-SIDE TEAM: John Transier, VP & Controller, Unilever BUY-SIDE TEAM: Jay Desai, VP Global Sourcing, Northern Trust SELL-SIDE TEAM: Phil Fersht, Founder of Horses for Sources, and Head of Corporate Strategy, Cognizant SELL-SIDE TEAM: Deborah Kops, CMO, WNS SELL-SIDE TEAM: Tiger Tyagarajan, Chief Operating Officer, Genpact 3:10 Afternoon Networking Break in the Exhibit Hall WWW.SHAREDSERVICESWEEK.COM 17
  • 18. Concurrent Track Sessions Begin. Choose from: A Adding Continuous Value B From Contracting to Collaboration (IACCM) C Process Transformation Chair: Shared Vishvanath, APAC Client Development Head, Chair: Tim Cummins, President & CEO, IACCM Chair: Dave Hebert, Managing Director, 3Cinsight Hewitt Consulting 3:40 Please choose your track: A Roundtable Discussion: Silo-Function Versus B Establishing Metrics That Drive Added Value C Connecting Lean Six Sigma and Operational Multi-Function: True Shared Services Business Metrics have no value if they do not drive the right Excellence Strategies to Your Top-Level Model or Merely a Centralized Function? actions. Top performers collect actionable data on both Objectives SSOs with limited scope, sometimes do not evolve past transactions and portfolio performance. • Determine what your organizational strategy and their “process silos” and may not demonstrate many of • Knowing what to measure objectives are, and build your Lean Six Sigma Strategy the key attributes found in a successful multifunctional • Data collection and communication to directly support them SSC operating model. This raises a very interesting debate • Benchmarks and market intelligence • Communicate what you are trying to build and how it as to whether or not such an operation is a true “shared Jean Kinney, Associate Director Purchases, Procter & can be constructed services business model” or merely a centralized Gamble • Set improvement targets and velocity metrics to organization. encourage your journey towards the goal Lamar Chesney, EVP and CPO Suntrust Banks • What are the attributes that will help drive significant • Accelerate Cross-Departmental Process Improvements integration across multiple functions within the SSC, Craig Silliman, SVP & General Counsel, Verizon William Metz, Global Business Services External and between the SSC and the business units Business & Verizon Telecom Business Development Manager, Procter & Gamble • Are these attributes embedded in the SSCs organizational culture and are they perceived as positive • Do the performance operating results of the SSC consistently exceed expectations, as measured by internal and external benchmarks Ira Fialkow, EVP, Shared Services, CEMEX Ed Martinez, VP Shared Services, Arby’s/Wendy’s Lori Wall, Vice President, Taylor Corporation General Session One General Session Two 4:30 Make me a Supermodel: Architecting a Best-in-Class Delivery Model to 4:30 A Briefing From The Blue Sky Leadership Forum: Navigating Your Path to Fit your Business Hand-in-Glove Full Market Recovery As the “make or buy” decision has morphed towards “make and buy” for many captives, Our Blue Sky speaker faculty has years of combined experience and have mapped out the biggest question facing most leaders of services sourcing strategy is now, what design some guiding principles and benchmarks for YOU to follow. This exclusive conference or mixed-model works best for your organizational make-up? report will highlight some of the key findings and personal thoughts from a few of our • Deciding what’s actually regarded as core to your business great leaders. What are the real issues of today? Which ones can be solved and which • What’s your starting point? Where you are now can influence where to go next ones will we grapple with for years to come? What does the future hold and what should • How much flexibility and internal control does your business need? we, as leaders in this community, be doing to build and grow our centers of excellence? • Mapping out your infrastructure and technology landscape and requirements • Service culture expectations: Weighing internal vs. external advantages Panelists will help define what your future agenda should and will look like. Tiger Tyagarajan, Chief Operating Officer, Genpact Moderated by: Ron Gillette, Senior Managing Director, ACS Graham Russell, VP Transaction Processing, AstraZeneca Karen Huwyler, VP Global Shared Services, Schering Plough Sreekanth K, SVP, Global HR Operations & HR Business Partner, CA 5.15 Close of Conference 18
  • 19. ed presents the… Revamp Blue Sky Leadership Forum Setting the Vision for Tomorrow’s SSO Innovations Five years ago, the Shared Services & Outsourcing Network (SSON) launched the Blue Sky 100% Relevant and At Your Level: More Exclusive & Extended Access Criteria Innovation Room to tackle challenges unique to only the most advanced SSOs. With changing First and foremost, the 2010 Blue Sky Leadership Forum will heighten the level of industry times presenting new challenges for these true centers of excellence, it was time for a change. experience and scope, making it the one place where today’s shared services and sourcing vision Never one to sit idle, we’ve listened to your feedback and made some fundamental changes to the can become tomorrow’s reality! current Blue Sky Format by raising the bar for today’s best-in-class SSOs. In line with the increasing maturity of SSOs and in addition to the prerequisite 5+ years strategy This room will specifically address today’s most pressing issues for the most mature programs. and delivery experience necessary for membership, you must now also satisfy at least 3 of the following criteria: What’s Changed? 1. SSO organization size: 100+ seats (Captive or Outsourced) (yes/no) The newly re-launched Blue Sky Leadership Forum promises to craft a vision for the next generation 2. Scope of Activity: More than pure transactional or multifunctional responsibility (yes/no) in Shared Services & Outsourcing, provide a unique platform for industry-wide thought leadership 3. Scope of Customer Base: Multinational (yes/no) and as luminaries in the space, help to establish guiding principles and benchmarks for others to 4. Current practitioner in SSC/Sourcing (yes/no) follow. This is your chance to truly make your mark on the SSO landscape of the future! Please note: Pre-Qualification for this track is required, please see bottom of page for details Blue Sky Leadership Forum Chairperson: Bob Cecil, Executive Director, Business & Processes Advisory, EquaTerra Wednesday, March 24, 2010 Thursday, March 25, 2010 11:20 – 12:55 11:00 – 12:35 Shared Services As The Nexus of Transformational Cost Re-Alignment Greater Risks & Higher Stakes: Best Practices for Leadership Development & As economists are talking about a “jobless recovery” and a dearth of consumer spending Change to fuel any real growth, most organizations are facing a need to sustain a new, lower cost When evaluating how world-class companies pull ahead of the competition in challenging business conditions, structure they may have achieved through traditionally non-stainable means (e.g. salary experts consistently pinpoint one differentiating factor: strong leadership. Today’s challenging economy calls for freezes or even reductions, spend containment, investment postponement, etc.). Shared global executives who can lead strategically, responsibly and ethically. This includes greater accountability and a Services groups should/could be at the nexus of such transformational cost re-alignment. closer connection to the supporting business units you govern, How is your organization viewing the “new economy” and what is your shared service Richard E. Munzinski, SVP Shared Services, American Electric Power group doing about it? Dave Griebl, VP Finance Shared Services, Monster Worldwide John Transier, Vice President & Controller, Unilever Sreekanth K, SVP Global HR Operations & HR Business Partner, CA Karen Huwyler, VP Financial Shared Services, Schering Plough Bill Johnson, VP Global Financial Shared Services, Coca-Cola Enterprises 3:40 – 5:10 4:50 – 6:25 SVP Visions: Strategies Behind SSON’s Top-Rated 5-Year Visions: Designing Non Traditional Services: Leveraging New Offerings for Expanded and Communicating an Organizational Vision that Drives and Delivers Results Wherever you’re headed, knowing where you're trying end up goes a long way towards getting there. Capability Never has this adage been truer than in respect of a shared services operations’ end goal. Exit strategies Outsourcers are developing robust offerings around KPO (knowledge process outsourcing). have long been a critical feature in the planning stages of SSCs, but those at the helm of the journey are Expanding capabilities well beyond the transactional back office. For clients that operate charges with establishing and communicating this vision through the organizations channels to help the an outsourced model, how are they leveraging this type of capability? For internal models, business get their faster. SSON are inviting leaders of Global and Regional SS strategy worldwide to share are their similar examples of moving into heavily analytical / research oriented services? For their 5- year SS vision, including: both, how did they get engage customer base for these non-traditional services? • Fundamentals – are there commonalities across the most successful visions? What must it include? Graham Russell, Head of Transactional Services, AstraZeneca • Internal and external communications: How to communicate to drive results Lee Coulter, Former SVP Global Shared Services, Kraft Jim Shaughnessy, SVP & Chief Administrative Officer, Orbitz Worldwide Jay Desai, VP Global Sourcing, Northern Trust Lee Coulter, SVP Global Shared Services, Kraft How Do I Get Involved? Due to the exclusive nature of the Blue Sky Leadership Forum, there are a limited number of seats available in the Blue Sky Room, issued on a first-come, first- serve basis after meeting the aforementioned criteria. When registering, please be sure to indicate that you would like to be considered. Don’t miss your chance to be a part of this exclusive senior level brainstorming opportunity! To indicate interest in the Blue Sky Council, visit www.sharedservicesweek.com or email naomi.secor@iqpc.com WWW.SHAREDSERVICESWEEK.COM 19
  • 20. About Our Sponsors Oracle SAP BanTec Website: www.oracle.com Website: www.sap.com Website: www.banctec.com Oracle's business is information—how to manage it, use it, share As the world's leading provider of business software, SAP delivers BancTec, a global provider of advanced, high volume it, protect it. For nearly three decades, Oracle, the world's largest enterprise products and services that help accelerate business innovation for our customers. document and payment processing solutions, helps clients around the world software company, has provided the software and services that let organizations We believe that doing so will unleash growth and create significant new value – for simplify the process of managing information. BancTec’s solutions and services streamline business processes and gain the business insights necessary to achieve our customers, SAP, and ultimately, entire industries and the economy at large. address client needs in the areas of medical billing, receivables and payables operational excellence. Today, customers in more than 120 countries run SAP applications – from distinct processing, solutions addressing the needs of small businesses and midsize companies to suite correspondence and forms processing. ScottMadden, Inc offerings for global organizations. Website: www.scottmadden.com Brainware ScottMadden, Inc. is a leading management WNS Website: www.brainware.com consulting firm specializing in shared services, outsourcing advisory services, and Website: www.wns.com Brainware’s Intelligent Data Capture solutions automatically the energy industry. ScottMadden began to develop its shared services practice in WNS is a leading global business process outsourcing company. extract and process data from any kind of document. Our uniquely template-free 1994. Since that time, we have helped many clients with the design, Deep industry and business process knowledge, a partnership approach, approach means faster and more accurate processing of critical line item implementation, and operation of shared services within their organizations. Our comprehensive service offerings and a proven track record enables WNS to deliver information to SAP, Oracle, or other enterprise systems - all while decreasing your experience spans the spectrum of potential shared services functions, and we have business value to the world’s leading companies. WNS is passionate about building manual data entry by 60-80%! The increases in productivity and decreases in deep functional expertise in HR, IT, supply chain, finance and accounting, and real a market leading company valued by our client, employees, business partners, operating expenses will have a profound effect on your bottom line. estate and facilities. We have performed significant shared services work in a wide investors and communities. Our home page is www.wns.com. variety of industries, from entertainment to energy to high tech. Our approach to OB10 the creation of shared services is to help our clients build a "business within the TPI Website: www.ob10.com business." We believe that the shared services business should operate just like Website: www.tpi.net As the leading global B2B e-Invoicing network, OB10 simplifies any other business within the corporation - with a business plan, a scorecard for TPI, a unit of Information Services Group, Inc. (ISG) (NASDAQ:III, IIIIU, and streamlines A/P invoice processes for significant cost savings performance, incentives for performance, and consequences for non- IIIIW), is the founder and innovator of the sourcing advisory industry, and and operational efficiency. By enabling companies to receive invoices electronically performance. the largest sourcing data and advisory firm in the world. We are expert at a broad from suppliers, OB10 eliminates manual scanning and data entry and enables range of business support functions and related research methodologies. Utilizing dramatic process improvements, maximizing companies’ control over cash flow. By ACS deep functional domain expertise and extensive practical experience, TPI’s allowing suppliers to submit invoices in any electronic format for delivery to client Website: www.acs-inc.com accomplished industry experts collaborate with organizations to help them advance companies in their desired format, combined with unrivaled supplier enrollment ACS is a FORTUNE 500, premier provider of diversified business their business operations through the best combination of business process support, OB10 helps clients realize the benefits of e-Invoicing quickly for ROI process and information technology outsourcing services for improvement, shared services, outsourcing and offshoring. In addition, TPI under one year. OB10 customers include HP, Apple, Kellogg’s, MeadWestVaco, commercial and government clients. A proven leader in Finance & Accounting, Momentum, a business unit of TPI, provides information and insights to Mohawk Industries, Motorola, and the U.S. Department of Veterans Affairs. ACS manages comprehensive F&A solutions for global clients with an extensive outsourcing and offshoring service providers to help them provide enhanced network of integrated Centers of Excellence which leverage our robust services to their sourcing clients. EquaTerra technology, methodology and process expertise. Website: www.equaterra.com The American Express Company EquaTerra sourcing advisors help clients achieve sustainable Trintech, Inc. Website: www.americanexpress.com value in their IT and business processes. Our advisors average more than 20 years Website: www.trintech.com The American Express Company is a diversified worldwide travel, of industry experience and have supported over 2000 transformation and Trintech, Inc. (NASDAQ: TTPA) is a global software, technology financial and network services company founded in 1850. Through its Global outsourcing projects across more than 60 countries. services, and hosted application services company specializing in transaction Corporate Services group, American Express provides expense management Supporting clients throughout the Americas, Europe, and Asia Pacific, we have verification, reconciliation, process management and compliance. Trintech provides services to more than 100,000 firms worldwide. It is both the leading issuer of deep functional knowledge in Finance and Accounting, HR, IT, Procurement and solutions for automating and analyzing account reconciliation and certification commercial cards and the largest corporate travel management company in the other critical business processes. EquaTerra helps clients achieve significant cost processes to ensure enterprise-wide compliance with internal business controls world, serving nearly 70 percent of the Fortune 500, along with tens of thousands savings and process improvement with internal transformation, shared services and Sarbanes-Oxley requirements. of mid-sized companies. and outsourcing solutions. www.equaterra.com Genpact ITD Hungry APEX Analytix Website: www.genpact.com Website: www.itdh.com Website: www.apexanalytix.com Genpact is a leader in the globalization of services and technology and a pioneer ITD Hungary is the Hungarian government’s Investment and Trade APEX Analytix serves global shared services with recovery audit in managing business processes for companies around the world. The company Development Agency established to promote inward investments and bilateral services and technology solutions that prevent, detect, and rapidly combines process expertise, information technology and analytical capabilities trade. Through its extensive network of contacts in both the public and private recovery overpayments; support compliance, mitigate risk, and provide insight into with operational insight and experience in diverse industries to provide a sectors ITD Hungary is a single point of contact to support decision-makers looking accounts payable, purchasing and the procure to pay process. The company has wide range of services using its global delivery platform. Genpact helps for new business opportunities in Hungary. As a „one-stop shop” information and over 40 software installations - more than any provider of A/P recovery audit companies improve the ways in which they do business by applying Six Sigma and consultation centre for foreign investments in Hungary, the agency provides foreign services and prevention software. The software has prevented more than $1 Lean principles plus technology to continuously improve their business processes. investors with high-quality support for key decision-making processes and a wealth billion in overpayments. APEX Analytix serves more than 30 of the Fortune 100 Genpact operates service delivery centers in China, Guatemala, Hungary, India, of supplementary services during project preparation, implementation and after and has 110 active software and service clients. Mexico, Morocco, the Netherlands, the Philippines, Poland, Romania, South care. International service sector companies assisted by the agency include AVIS, Africa, Spain and the United States. British Telecom, Celanese, Citigroup, Diageo, EDS, ExxonMobil, GE, IBM, Morgan Blackline Stanley, National Instruments, NCR, Sykes, TATA, Vodafone and many others. Website: www.blackline.com Capgemini BlackLine, founded in 2001, pioneered the creation of Website: www.capgemini.com Tata Consultancy Services Balance Sheet Account Reconciliation solutions. An experienced provider of Capgemini, one of the world's foremost providers of Website: www.tcs.com enterprise solutions to Fortune 500 companies and financial institutions, BlackLine Consulting, Technology and Outsourcing services, enables its clients to transform TCS is a leading global firm whose mission is to help provides quick-to-implement, scaleable, and easy-to-use applications that help and perform through technologies. Capgemini provides its clients with insights customers achieve their business objectives, by providing innovative, best-in-class improve the financial controls for companies of all sizes. and capabilities that boost their freedom to achieve superior results through a consulting, IT solutions and services. TCS works with clients living values such as unique way of working, which it calls the “Collaborative Business Experience”. leading change, operating with integrity, respect for the individual, striving for Capgemini employs more than 80,000 people worldwide and reported 2006 excellence, learning and sharing so that clients experience certainty. As part of the global revenues of 7.7 billion Euros. More information about our services, offices Tata Group, TCS has a passionate commitment to developing the communities in and research is available at www.capgemini.com. which we operate. 20
  • 21. About Our Sponsors Deloitte Consulting LLP licensing, property tax, sales/use tax, state income and franchise tax. From offices network of more than 1000 authorized partners in more than 60 Website: www.deloitte.com/us across North America, DMA partners with clients to prospectively improve tax countries throughout the Americas, EMEA and Asia Pacific. "Deloitte" is the brand under which 165,000 dedicated professionals in processes, reduce administrative costs and minimize tax liabilities. Leveraging independent firms throughout the world collaborate to provide audit, consulting, historic cost-recovery analysis with tax process benchmarking and tax technology, Data Dimensions financial advisory, risk management, and tax services to selected clients. These DMA formulates and executes sustainable solutions for large and complex Website: www.datadimensions.com firms are members of Deloitte Touche Tohmatsu ("DTT"), a Swiss Verein. Each companies. Data Dimensions Corporation empowers organizations to member firm provides services in a particular geographic area and is subject to the effectively manage their documents and competitive intelligence. At Data laws and professional regulations of the particular country or countries in which it Oversight Dimensions, we are experts who solely focus on your individual needs and operates. DTT helps coordinate the activities of the member firms but does not Website: www.oversightsystems.com challenges in today's ever-changing markets. We build on your strengths while itself provide services to clients. DTT and the member firms are separate and Oversight software inspects financial transactions in real time improving, re-designing, or aligning your processes to overcome challenges. Our distinct legal entities, which cannot obligate the other entities. DTT and each DTT to help shared service centers reduce transaction costs and increase transaction flexible and innovative solutions are designed to assist you in as many or as few member firm are only liable for their own acts or omissions, not those of any integrity by identifying errors and misuse early in the transaction process when areas as needed, and are modeled to expand as your business grows and your other entity. Each DTT member firm is structured differently in accordance with corrections are less costly and less complex. Oversight software continuously needs increase. national laws, regulations, customary practice and other factors, and may secure monitors 100% of the transactions and business activities in financial systems to the provision of professional services in their territories through subsidiaries, report on the effectiveness of internal controls and prevent losses due to errors, ReadSoft affiliates, and/or other entities. misuse and fraud. Website: www.readsoft.com Over 6,000 modern enterprises have turned to ReadSoft's KellyOCG Scan-One document process automation solutions for increased efficiency, cycle time, control Website: www.kellyocg.com Website: www.scan-one.com and visibility of financial documents. Our software boosts efficiency at shared KellyOCG is the Outsourcing and Consulting Group of Fortune 500 Scan One is the only capture and workflow company that truly service centers around the world, such as Siemens, GlaxoSmithKline and Avon. human resources solutions provider, Kelly Services, Inc. KellyOCG is a specializes in the Invoice 2 Payment (I2P) portion of the Accounts Payable cycle. End-to-end solutions include image and data capture and an "inside ERP" suite of global leader in innovative talent management solutions in the areas of Mail room, scanning and data capture services along with our online approvals workflow solutions for problem invoice resolution and approvals. ERP-certified, our Recruitment Process Outsourcing (RPO), Business Process Outsourcing (BPO), and coding workflow quickly turns your process into a completely paperless world solutions are seamlessly integrated with systems such as SAP and Oracle. With Contingent Workforce Outsourcing (CWO), Human Resources Consulting, Career that saves you money from day onev customers on five continents, operations in 16 countries and partners in more Transition and Organizational Effectiveness, and Executive Search. Our very unique Business Process Engine (BPE) was designed to make workflow than 70 countries we have the experience, the know-how and the resources to work - our workflow, your workflow, or even their workflow. No hardware, no provide shared service centers with solutions to boost the bottom line and Ariba, Inc. software, no IT, no capital investment - immediate savings. improve operational efficiency. Website: www.ariba.com/go/payables Ariba, Inc. is a leading provider of electronic invoicing and payment Basware Hewitt Associates solutions to assist companies of any size realize rapid and sustainable bottom-line Website: www.basware.com Website: www.hewitt.com results. Ariba successfully serves customers in diverse industries such as consumer Basware is the global leader in Enterprise Purchase to Pay (EPP) Hewitt Associates (NYSE: HEW) provides leading organizations around products, energy, financial services, manufacturing, public sector, higher solutions. We offer a comprehensive suite of e-Invoicing, invoice automation, the world with expert human resources consulting and outsourcing education, telecommunications, transportation, and more. procurement, travel & expense management solutions, and outsourced scan & solutions to help them anticipate and solve their most complex benefits, talent, capture services, that work together to meet your specific requirements. Our and related financial challenges. Hewitt Consulting specifically focuses on assisting Invest Chile solutions are available as licensed, hosted, and on-demand (SaaS) offerings. We organizations with People, Process, Technology and Organizational level changes. Website: www.hightechchile.com transform manual, paper-based purchasing and payables processes into an Hewitt expertise has been to work with clients in enhancing their HR delivery In 2000, CORFO launched Invest Chile, a program designed to automated, digital process that seamlessly integrates with, and complements structures from a customer service, efficiency and cost saving perspective. This promote and attract IT and BPO investments to the country. The program supports existing accounting and ERP systems such as Oracle, SAP, Lawson, JDE, involves providing best practices for transforming processes, migrating delivery the installation of businesses such as shared service centers, call centers and PeopleSoft, MS-Dynamics and 200+ more. Over 1 million users at 1,500 models from a decentralized to a centralized shared services structure, onshore to technical support centers, software development centers, electronic integration organizations worldwide depend on Basware solutions to automate business- an offshore location and from an insourced to an outsourced environment. Hewitt and assembly operations. We have a vast range of services for investors and a full critical financial processes. has assisted clients across the globe during their journey of business and talent variety of grants for setting up a project. With an ROI of less than 9 months, broad spend / discount management transformation. capabilities, and extensive input from our users, Basware delivers the most Cyber City Teleservices comprehensive e-Invoicing, Invoice Automation and Procurement solutions ChazeyPartners Website: www.cctll.com available today. Website: www.chazeypartners.com Cyber City Teleservices (CCT) provides cost-effective inbound Chazey Partners brings together a unique wealth of expertise and real and outbound bilingual call center services delivering exceptional sales conversions Kofax life experience in implementing and operating world class Shared and service results through tailored offshore call center solutions. Through our Website: www.kofax.com Services Organizations (SSOs) across the globe. We pride ourselves in award-winning PCI & ISO certified call centers located in the Philippines, Panama Kofax is the leading provider of document driven business having built, operated and turned around some of the world’s most highly and Colombia coupled with leading technologies, over 3,000 motivated process automation solutions. For more than 20 years, Kofax has provided award commended and ground breaking Shared Service Organizations. Our experience employees and an unshakeable focus on superior quality and sales results, CCT is winning solutions that streamline the flow of information throughout an spans numerous Shared Service and Business Process Outsourcing programmes the "Go-To” call center and BPO partner for a variety of industries. organization by managing the capture, transformation and exchange of business delivered over the last 20 years. Our functional breadth of experience includes critical information arising in paper, fax and electronic formats in a more accurate, Finance, HR, IT and Procurement. DMA timely and cost effective manner. These solutions provide a rapid return on Website: www.dmainc.com investment to thousands of customers in financial services, government, business DMA is a leader in corporate tax consulting and process outsourcing, healthcare, supply chain and other markets. Kofax delivers outsourcing with practice areas including: business these solutions through its own sales and service organizations, and a global Media Partners: Official Blog for Shared Services Summit WWW.SHAREDSERVICESWEEK.COM 21
  • 22. About the Venue 5 Easy Ways to Register ❑ YES! Please register me for the Omni Orlando Resort at ChampionsGate 1 Web: www.sharedservicesweek.com 2 Call: 1-646-253-5524 Please register the following people from my organization: 1500 Masters Blvd, ChampionsGate, Florida 33896 Phone: (407) 390-6664 Fax: (407) 390-6600 3 Email: Mack.mendoza@iqpc.com Name Website: http://www.omnihotels.com Title Reservations: 1-800-THE-OMNI 4 Fax: 1-212697-4106 Company IQPC has a reduced sleeping room rate for participants of the 14th Telephone Fax Annual North American Shared Services & Outsourcing Week. The group rate of $249++ per night, for single and double occupancy, 5 Mail: IQPC Email 535 5th Avenue, 8th Floor is available 3 days prior and post event (subject to availability). Mailing Address New York, NY 10017 Book before February 17, 2010 to secure this group rate. City/StateZip (use separate sheet for additional attendees) Non-Member Register by Register by Standard Pricing 1/29/2010 2/26/2010 Pricing Payment Information Total Price for Your Organization Main Conference Gold Package (save $1,447) (save $1,147) (save $747) (Days 1, 2 and 3) $2,199 $2,499 $2,899 ❑ VISA ❑ M/C ❑ AMEX (Add total of all individuals attending): Main Conference Silver Package (save $700) (save $400) Card Number: Exp. Date: (Days 2 and 3) $1,299 $1,599 $1,999 members Name On Card: CVM Code: Main Conference Bronze Package save an (Day 1) extra 10%! $999 $999 $999 Signature: Add the Master Class to any Main Conference package for only $300! (An ADDITIONAL $499 in savings! / Up to $1,946 in savings!) Billing Address if Different From Above: Master Class only $799 $799 $799 City/State/Zip: Workshop $549 each $549 each $549 each Important! To speed registration, provide the customer registration code located Awards Dinner $99 $99 $99 on the back page—even if it is not addressed to you! Please note multiple discounts cannot be combined. A $99 processing charge will be assessed to all registrations not accompanied by credit * Please note: If you purchase either the Main Conference GOLD or BRONZE package, you IACCM Members, visit card payment at the time of registration. are required to choose your workshops at time of registration in order to ensure your seat. the website for more MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC information! * CT residents or people employed in the state of CT must add 6% sales tax. Details for making payment via EFT or wire transfer: JPMorgan Chase Penton Learning Systems LLC dba IQPC: 957-097239 Web Exclusives on ABA/Routing #:021000021 www.sharedservicesweek.com Keep in Contact with Us! Reference: Please include the name of the attendee(s) and the event number: 10351.004 Payment Policy: Payment is due in full at the time of registration and includes lunches, refreshments. Your registration will not be confirmed until payment is received and may be subject to cancellation. Follow us on • Speaker Bios • Video & Audio Please go online to: www.iqpc.com/cancellation to view our cancellation policy Testimonials from Past www.twitter.com/sharedservices Scholarships Available: IQPC sets aside a limited number of discounts that may be • Speaker Q&As Events applied to its conferences for delegates from the non-profit sector, government and military organizations and academia. For more information about scholarships to this • Company Information event, please call Customer Service at 1-646-253-5524. • Sneak Peek of Shared Join the Group: Special Dietary Needs: If you have a dietary restriction, please contact Customer Service • Past Brochures Services Week 2010 SSON at 1-646-253-5524 to discuss your specific needs. ©2009 IQPC. All Rights Reserved. The format, design, content and arrangement of this brochure constitute a trademark of IQPC. Unauthorized reproduction will be actionable under the Lanham Act and common law principles. 22 WWW.SHAREDSERVICESWEEK.COM
  • 23. 535 5th Ave, 8th Floor • New York, NY 10017 14th Annual Shared Services Week March 22-26, 2010 * Orlando, FL Point of Contact: Mack Mendoza Tel.: 646-253-5524 Fax: 212-697-4106 E-mail: Mack.mendoza@iqpc.com Online Registration : Sales Code : PMENDOZA Sales Person : Mack Mendoza Please register us to attend as detailed below Company: Address: Direct Phone: Email: Delegate Name: Title: Workshops: Amount: 1) $ 2) 3) 4) 5) 6) Total: $ Payment will be made by: [] VISA [ ] AMEX [ ] MasterCard Card No: Expiration Date: Name of Cardholder: Signature: *** Any registrations not accompanied by immediate payment will be subject to a $99 service charge ***

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