View our special travel bundles and other pricing
options online at www.sharedservicessummit.com! What’s New for 2009?
presents the…
Introducing:
✔ Exclusive On Stage Interviews:
Behind the Scenes with Xerox and Wal-
Mart Shared Services
✔ Quick Win Energizers
✔ Team CFO: A Trio’s Vision of Success in
Shared Services
✔ The Key to Wise T & E Spending in
a Downturn Economy
✔ Site Tours at Caterpillar and Andrew
Corporation
✔ Emerging Technology: Advancing the
Future of Shared Services & BPO
Delivery
✔ Speed Networking: Find out Who’s
Who in the Captive and Outsourced
Smart Partnering: Optimizing Outcomes September 28 - October 1, 2009 World
for Captive and BPO Strategies through ✔ Benchmarking Techniques To Assess
Innovative Relationship Management
Swissôtel • Chicago, IL Performance Relative to Your Peers
Exclusive Global Leaders
Critical Themes and Topics Include: Where Leaders Connect: from the Following Companies:
Hear from an Expert Speaker Faculty, featuring:
ACCO Brands
• Forging Positive Behaviors as a Core Competency of Your Lee Coulter Keith Butterfield Agrium
Partnering Practices SVP, Global Shared Director, Global HR Shared Andrew Corporation
• Rescue Tapped Working Capital and Drive Cash Back to the Services, Kraft Foods Services Aramark
Bottom Line Bank of Montreal
Kraft Caterpillar
CenterPoint Energy
• Innovation Think Tank: Taking An Inside Look at What’s Out Cigna
of the Box Beth Susman Bradley Thacker Crate & Barrel
VP, Global Human Vice President of Corporate Galls Inc.
• The Accelerating & Positive Force of Globalization on Your
Resources Services and Organization General Electric
Shared Services Strategy
Quintiles Development Hertz
• Driving Financial Supply Chain to Demonstrate Real Cash Returns Nissan North America Highway Technologies
Colin Lubbe IACCM
• Leverage Greater Economies of Scale with HR Outsourcing
VP, Financial Shared Christian Rodriguez Lowes
Transformation
Intel
Services & Strategy Vice President, Operations
• Drive Towards a Second Wave of Value Creation for Mature LMI Aerospace
Hyatt Hotels and Western Union
Shared Services NASA
Resorts Navistar
• Uncover the People and HR Challenges When Expanding
NewsCorp Dow Jones
Shared Services Globally
Nike
• Develop an Integrated Measurement Framework, BPO Exclusive Content: Smart & Innovative Nissan North America
Focusing on the Right & Critical Measures Contracting Strategies for Partnership Success Northern Trust
Northrop Grumman
Novartis
Sponsors: Quintiles
raising revenue re ducing risk
Schneider National
Tecta America
Timex Group
U.S. Department of State
Wal-Mart
REGISTER ONLINE AT WWW.SHAREDSERVICESSUMMIT.COM OR CALL US AT 1-800-882-8684 Western Union
Xerox

Sponsorship & Exhibition Opportunities
“Communication betwe Sponsorships and exhibits are excellent opportunities for your company
en service provider and
provider, is the single client, whether that is to showcase its products and services to high-level, targeted decision-
most important predic an internal service provid
time when shared service tor of success in the obj er or external BPO makers attending the 13th Annual North American Shared Services &
s must deliver faster and ectives of the provider-c Outsourcing Summit. SSON helps companies like yours achieve important
fundamental factor, com better than ever before lient relationship. In a
munication” – Lee Cou , we must innovate in sales, marketing and branding objectives by setting aside a limited
lter, SVP, Global Shared that most
Services, Kraft Foods number of event sponsorships and exhibit spaces, all of which are
Dear Colleague, tailored to assist your organization in creating a platform to maximize
its exposure within the industry.
Continuing the momentu
m generated at the hig
Services & Outsourcing hly successful Shared Ser
Summit promises to hel vices Week this past Ma For more information on sponsoring or exhibiting at the 13th Annual
organization-at-large. Tho p you turn your Center rch, the 2009 Shared
ugh these tough econom of Excellence into a cos North American Shared Services & Outsourcing Summit, please contact
there are no limits in you ic times might hamper t-cutting machine for you
r ability to build upon your ability to make inv r Mario Matulich at (212) 885-2719 or sponsorship@iqpc.com
communication and sm internal relationships and estments in your SSO,
art contracting to ensure bolster external partne
a two-way commitment rships with effective
at all times.
Though these relationship
increasing competition
s have always played a
and the continued shrink
vital role in the growth
and sustainability of you
Save the Date
become your top priority
! Moving forward, you
ing of the global econom
y demands that relation
r shared services model
, for Shared Services Week 2010!
to steer your business must harness the approp ship governance
through storms and cre riate business acumen SSON is excited to announce the 14th Annual North American Shared
ate strategic rather tha and industry knowledge
n tactical synergies. Services Week! Taking place March 22-26, 2010 at the Omni Orlando Resort
But how do you effectiv
ely bridge the gap betwe at ChampionsGate in Orlando, FL, this event will continue its mission to
Outsourcing Summit wil en these new and old gather shared services professionals together for a week of interactive
l show you how throug paradigms? The 13th An
designed to help you bol h a series of high-level nual Shared Services & discussion, strategy planning and more! Visit www.sharedservicesweek.com
ster your shared service interactive panels, roundt
centers through highly ables and learning labs for event updates, shared services and outsourcing resources, and more!
incentivized and innova
This industry must com tive business ideas.
e together and carve out
we’re helping every ste solutions that ensure sur
p of the way…How? vival and re-invention for
your business. And, JOIN THE SHARED SERVICES AND
•
Content designed for eve OUTSOURCING NETWORK
ry level of maturity
•
BPO exclusive content
focused on smart & inn SSON provides research, training, and networking
•
Innovation think tank ses ovative contracting stra
sions focused on bringin tegies for partnership suc for over 4,500 shared services executive members
•
Working capital and sup g out of the box ideas cess
ply chain management into your SSO from over 50 countries around the world.
•
Brand new interactive content to help you driv Whether you need resources to write a report, facts to benchmark
sessions – No presentati e cash back to the bot
ons to hide behind tom line performance against or simply want to meet some of your peers at the
Plus more… Come che same stage of development we can support you. Sign up today, pay only
ck it out!
P.S. Web Exclusives @ www.shareds $149.99 USD and receive benefits that will help you to take your
I look forward to seeing
you in Chicago.
ervicessummit.com implementation to the next level.
SSON is conducting a series of conten
Best regards, will allow registered t rich webcasts that Website: www.ssonetwork.com • Email: info@ssonetwork.com
information and listen attendees the chance to preview the
Phone: +44 (0)20 7368 9300
Naomi Secor
Senior Program Direct
Check back frequently to the speakers before the show!
for topics and times Brand New Formats
or
Shared Services & Ou
tsourcing Network Learning Lab: In these interactive sessions, the speaker sets the agenda with a
brief presentation outlining the topic, the driving forces behind it, and presents
their case study with examples. For the second half of the presentation, the
group works through several exercises, leveraging the information just gained
during the presentation portion. Supplementary material is provided to guide
EARN CPE CREDITS you through the sessions and for future reference.
Penton Learning Systems d.b.a International Quality and Productivity Center is registered with the National Association of State Boards of Executive Agenda for Mature SSOs: Designed for mature shared
Accountancy (NASBA), as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy services and outsourcing practitioners, this year’s program features an
have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be addressed to the Executive Agenda, which focuses on innovation and growth in their SSCs.
National Registry of CPE Sponsors, 150 Fourth Avenue North, Suite 700, Nashville, TN 37219-2417. Website: www.nasba.org Attendance is limited to pre-qualified end-users only, so participants will be
immersed in discussions with similar-level peers to ensure that the content
is not diluted. Contact Naomi Secor at Naomi.Secor@iqpc.com directly to
This program stands as BASIC as there are no prerequisites or advanced preparation requirements to attend our conferences. “Group Live” delivery method. apply for this exclusive opportunity!
Follow This Guide to Direct Your Conference Itinerary
■ Planning & Launching ■ HR Transformation ■ Smart Contracting for BPO ■ Technology Innovation
■ Measurement & Process Excellence ■ Finance Transformation ■ Creating Customer Value ■ Scope & Scale of SS Strategy
2 REGISTER ONLINE AT WWW.SHAREDSERVICESSUMMIT.COM OR CALL US AT 1-800-882-8684

Main Conference Day One: Wednesday, September 30, 2009
■ Planning & Launching ■ HR Transformation ■ Smart Contracting for BPO ■ Technology Innovation
■ Measurement & Process Excellence ■ Finance Transformation ■ Creating Customer Value ■ Scope & Scale of SS Strategy
7:00 Registration and Coffee 9:25 Keynote Series: The Excellence Corner: ONSTAGE EXCLUSIVE INTERVIEW
WITH XEROX SHARED SERVICES
7:45 Chairperson’s Opening Remarks Customer Driven Innovation
Jim Arnold, President & Founder, Apex Analytix Terry Hartmann, Director, Financial Shared Services, Xerox Corporation
8:00 Keynote: Sustainability as a Shared Service Meeting Customer Requirements is paramount at Xerox, whether in Sales or Service or Financial Services.
Identifying requirements is both easy and hard. The easy part is hearing the annual cost-reduction targets from
Sam Poston, Senior Vice President, ScottMadden your management chain. Harder to identify, and sell, are the requirements for better services and fewer "hassle
The objective of this keynote is to discuss a potential expansion of your shared services operation. A company’s factors" from your end-user customers, the employees of the company. We in Financial Services are driven by
sustainability approach and program will become more important over the next several years -- why shouldn’t the same goals as each of you - ICE. That is, Integrity, Customer, and Efficiency. The measures of these are
shared services step up and deliver? readily understood as well. Driving both Efficiency AND Customer satisfaction is the hidden challenge. Ensuring
• Define the elements of sustainability and strategies for delivery integrity is a fundamental for all of us. Learn how Xerox identifies and implements innovations needed to meet
• Discuss the importance of sustainability, emphasizing the importance of it today customer requirements while driving down costs. During this interview with Terry Hartmann, Director Financial
• Discuss how sustainability lends itself to a shared service Services for North American Finance in Xerox, you will hear several prime examples of innovation, including:
• Emphasize how sustainability fits into the shared services model • Expense report area: Saved 1M annual direct cost reduction (FTE’s, postage, etc.) and, more importantly,
• Highlight how organizations are currently developing sustainability as a shared services function enabled and provided the impetus for operating unit travel-related savings of over &17M annually
• DPO (Days Payable Outstanding) which has grown to 3X the level of ten years ago with a focused effort
8:45 Speed Networking: Find Out Who’s Who in the Captive and Outsourced World from both Disbursements and Purchasing operations. The working capital improvement is measured in
Navigate your way through a sea of faces with a structured meet and greet for the masses. There’s nothing like hundreds of millions
putting a face to a name – so spend 30 minutes in the plenary room to meet as many of each other as you • The annual survey of the employee (customer) population forms the basis for the upcoming year's
can. Come away with a pocketful of business cards to help you kick start your networking with a bang. action plans and initiatives. The C-Sat results for 2008 were 90%, highest in five years and approaching
the internal-provider "sweet spot"
9:15 Quick Wins Energizer: Top 5 Outsourcing Levers to Weather the Recession • The ready objective of outsourcing as a solution has been redirected to internal innovation and selective
Tim Cummins, CEO & Executive Director, International Association for Contract & Commercial out-tasking of lower-value-add services, enabling better overall costs and control, again with a
Management (IACCM) continuous focus on the ICE
10:10 Morning Networking Break in the Exhibit Hall
Track Sessions Begin
Track 1 Track 2 Track 3: Smart Contracting for BPO Success Track 4: Executive Agenda
10:55 ■ Conquering the Change Management ■ ■ Reinventing Measurement: ■ Double Session Roundtable: Innovation & Double Session Roundtable: Full Spectrum
Challenge: Ensuring a Successful Developing an Integrated Measurement Governance in BPO: A Two-Way Innovation in Shared Services: Taking an
Organizational Transformation Framework, Focusing on the Right & Commitment Inside Look on What’s Outside the Box
Rajan Mehndiratta, Global Accounts Payable Critical Measures Lee Coulter, Global Head Shared Services, Kraft Larry Dismukes, CFO, Galls, Inc.
Controller, Intel Joyce Short, Deputy Director, NASA Shared Services Gary Willis, Director HR Shared Services, ACCO Brands Bradley Thacker, Vice President of Corporate Services
Establishing new policies, procedures and processes is There is no question that metrics are a necessary Colin Lubbe, VP, Financial Shared Services Strategy & and Organization Development, Nissan North
not sufficient on its own to ensure successful component to your shared services or BPO strategy. Operations, Hyatt Hotels and Resorts America
organizational transformation. Research shows that They can be used as an effective tool for driving What is driving shared services’ or outsourcings’ value in
over 80 percent of projects fail when 'organization continuous improvement, improving workflow, and Jun Davis, Purchasing Centers Leader, GE
terms on innovation? Innovation speaks to the constant
transition issues' aren't addressed. When people managing customer relations, but metrics are only as Surely, BPO suppliers can deliver innovative solutions which movement of shared services, to the fact that this is not a
aren't adequately prepared, some will deny or resist valuable as the information that they provide. In fact, improve service as well as cutting costs? They can, but static, transaction-driven field – but a thinking engine, at
the change. During this session you will learn how to: having too many metrics can overcomplicate things and accessing innovation cannot be taken for granted by clients the very core of an organization’s operations. The reality
• Enable maintenance of business as usual through diminish the likelihood of retaining valuable data from and is not straightforward to contract for. There is no Secret however, is not much is being done to drive this through
careful scheduling intended to minimize the impact your metrics. During this session you will learn how to: Sauce. While outsourcing buyers are often disappointed by the workplace. Attend this roundtable and discuss the
• Embed the cultural change and ways of working • Create a Level of accountability and sustainability the lack of innovation, providers feel pressured by relentless following:
associated with a shift to a more customer focused by designing and implementing process efficiency commoditization. It is now imperative that BPO providers set
the stage for their next phase of evolution and momentum -
• How do you design innovation into your processes?
support service and effectiveness metrics • How do you build customer engagement into the design?
• Manage the effectiveness of the changes, and • Drive process effectiveness beyond process the third phase of BPO development which focuses on
innovation: During this session you will learn how to:
• What resources do you need to drive innovation?
mechanisms through frameworks and processes to efficiencies through a service selection • What tools can you use to assist people to be innovative
ensure continuous improvement methodology to ensure cost savings, revenue • Ensure innovation is part of your outsourcing experience and reward them?
• Determine goals and objectives for everything, growth, and improved service delivery • Contract for innovation • How do you deal with the cultural challenges and what
whether your SSO is ensconced into company • Achieve standardized reporting and enhance • Discuss the techniques for innovation including gain are some of the ways to encourage the democracy of
culture or the initiative is new transparency to the end user sharing, appropriate governance, the right technology ideas?
and process redesign • How do you prove the value of innovation
*Note: This is a double session and runs until 12:30 *Note: This is a double session and runs until 12:30
Sponsors: raising revenue re ducing risk
3

11:45 ■ ■ Panel Discussion: Increasing the ■ The Accelerating and Positive Force of Double Session Continues Double Session Continues
Effectiveness and Reducing the Cost to Globalization on Your Shared Services
Operate Your Shared Service Center Strategy
Dominick DiPaolo, CPA, VP, Global Sales, Blackline Ken Grady, Head of Enterprise IT Shared Services,
Attendees will gain strategic insight when faced with Novartis
outsourcing or offshoring opportunities and challenges. Working in an international business means different and
BlackLine’s Dominick DiPaolo, CPA, along with a BlackLine increasing challenges for reaching the market, and working
client will discuss the advantages of outsourcing and in a consistent and connected manner across your
offshoring the finance and accounting functions for organization. However, it also offers opportunities to build
companies in this current global economy. They will also and leverage best practice, find efficiencies not otherwise
highlight some of the challenges companies should possible, and tap into talent that wasn’t previously available.
consider when undertaking such a project. Attendees will • Assess best practice through internal benchmarks, and
also learn firsthand how several companies overcame some don’t be afraid of adopting what works
of those challenges to make outsourcing a success in • Clean up duplication: Do you really need that many ways
today's current economic environment. If your company is to do the same thing?
considering outsourcing or offshoring this panel discussion • Collaborate in new ways: Working with remote parts of
should be a priority during the Shared Services and your business will force you to think differently about
Outsourcing Summit. how you meet, and how you share
• Recognize the differences, and make the most of them,
while the majority of your savings will come from
harmonization, most of your ‘value-add’ will come from
the differences, and the ideas that they generate
12:30 Luncheon Sponsored by
1:45 ■ ■ The Honeymoon is Over: Designing ■ ■ Double Session Learning Lab: Creating ■ ■ ■ Double Session Learning Lab: Double Session Roundtable: The Role of
Your Organization for BPO a World Class HR Shared Services A Toolkit for BPO Success Working Capital on Your Shared Services
Colin Lubbe, VP, Financial Shared Services & Strategy, Organization Strategy
Stephen Hunsberger, Director, News Corp, Dow Jones
Hyatt Hotels and Resorts Beth Susman, VP, Global Human Resources, Quintiles Eileen Kamerick, CFO, Tecta America
The skill of the customer has become a critical and
Developing the conceptual model for outsourcing is relatively Charlotte Mackintosh, Director, HR Professional sometimes overlooked central focus of outsourcing John Foley, Controller, Cigna
easy. The difficulty lies in executing it. The main obstacle to Service Center, Quintiles initiatives. Leveraging key relationships with your external Ronald Kruczynski, CFO, Highway Technologies
both internal shared services and BPO success is when one Renee Mundy, Director, Global HR Shared Services, provider is the single biggest success factor to any BPO
part of the triad of people, process and technology is As borrowing costs grow and access to credit markets
Hertz Company Strategy. We have no choice but to think smarter and more
lagging behind. A company may not have done enough tighten, organizations are under pressure to release value
innovatively about how to communicate, negotiate, and
change management or technology redesign to underpin When planned and implemented well, HR Shared Services from existing working capital processes. Reduced working
deliver if we expect our value to the business to grow. This
their new processes. If processes and technology break on is truly an effective and efficient delivery model. However, it capital requirements and superior cash flow are key
Learning Lab Will Provide You With the Following Tools
the boundary between the internal and the external units, is critical to choose the right configuration and know how indicators of corporate performance and balance sheet
effectiveness and efficiency are damaged. far to push the model. There needs to be a greater • Sourcing Lifecycle Framework for Maintenance, strength. Unfortunately, too much effort at reducing
understanding of evaluating, designing and implementing Transactional and Project Activities working capital focuses on the short term, often focusing
• Examine the opportunities for leveraging a BPO partners the elements of success. Explore how the successful • Requirements Traceability Pyramid inefficient "tactical" actions on closing out a quarter-end or
operational excellence for improving business outcomes execution of HR Shared Services has helped employers • Standard business case review for successful contract the financial year-end on a reportable high note. This can
• Highlight the impact of the BPO providers operational engage their employees, keeping them more focused on management result in longer term working capital performance being
practices on delivery, cost, quality, risk, compliance and the task at hand, while reducing cost and enhancing service • SLA Construction workbook used to document, compromised
agility levels. communicate and provide SLA historical information
• Build your governance layer that manages the
• Maximize working capital through greater visibility into
• Methodologies for BPO success
customer/supplier relationship, including SLAs,
• Establish uniform global standards for data and processes cash positions and realize arbitration of internal and
• Vendor ranking and proactive management through the
performance reporting, billing and issue resolution to facilitate rapid deployment of HR programs and tools external cash flows
use of consistent measurements and scorecards
on a global scale • Diagnose points of leakage in your working capital
2:35 ■ The Road Not Taken: Why I Chose the • Achieve cost efficiencies through metrics, focused on
*Note: This is a double session and runs until 3:20
management processes that could be tapped to release
One Less Traveled By Captives Only areas such as reduced turnover rates, higher employee free cash flow
satisfaction scores and reduced time to hire • Understand the power of shared services in realizing
Christian Rodriguez, Vice President, Operations, • Review the global drivers of HR change and their impact superior working capital performance
Western Union on effective shared services models
With the initial responsibility and scope of providing call Learning Lab Portion *Note: This is a double session and runs until 3:20
center support to Western Union Agents in the Latin
America & Caribbean (LACA), very soon it was apparent The learning lab will provide an opportunity to explore how
that the Costa Rican talent and business conditions allowed to implement shared services support for new HR program
for the Center to assume bigger, broader responsibilities. on an international scale and how to ensure best practices
When the Center in Brussels was closed in 2003, the Global for cyclical support activities
Service Center in Costa Rica took another big step when • Provide administrative and customer service support for
more added-value services such as accounting, finance, cyclical HR programs such as performance reviews and
compliance and fraud prevention were moved to Costa Rica merit planning cycles
in 2008. This session will highlight the criteria factors • Discuss resource allocation planning, communications
involved in making this move and the resistance that was and metrics, critical to the support of cyclical programs
encountered during the way. During this presentation you • Hear about the rollout of a wellness program and the
4 REGISTER ONLINE AT WWW.SHAREDSERVICESSUMMIT.COM OR CALL US AT 1-800-882-8684

will hear the pros and cons of all options and strategies to support that was needed to make it happen – Discuss
generate maximum value from your captive operations. ways that you would approach implementing this type
• Discuss the key factors a company should keep in mind of service
when making the outsourced versus captive decision
• Discuss the pros and cons of offshore, outsourced, and *Note: This is a double session and runs until 3:20
captive operations
• Review the cost, speed, and scope of implementation
3:20 Afternoon Networking Break in the Exhibit Hall
4:05 ■ The Key to Wise T & E Spending in a ■ Double Session Learning Lab: Driving ■ Double Session Roundtable: Contracting Roundtable: Innovative Pricing Models
Downturn Economy Financial Supply Chain Efficiency to in a Globally Sourced World: Understanding Eileen Kamerick, CFO, Tecta America
Beverly Strachan, Account Payable Manager, Crate & Demonstrate Real Cash Returns the Pitfalls and How to Avoid Them
Ronald Kruczynski, CFO, Highway Technologies
Barrel Brandon Laws, Director Corporate Payables, Lowe’s Jay Desai, VP, Global Sourcing, Northern Trust
With more and more mature shared services in place, and
Indirect spend is often viewed as one of a company's most In today’s climate the health of your company’s financial Tony Lucente, Director, Organization Support, Nissan an emerging BPO business, proper service charging has
controllable expenses. With scrutiny on cost reduction, health is under the spot-light, and CFOs everywhere are North America become an important topic. Unrelated fixed pricing models
expense management professionals are in a prime position focusing on boosting working capital and releasing cash Gregg I. Goldman, Executive Director and Head of are getting replaced by more and more sophisticated
to drive transformational changes that result in both trapped within the business. First under the microscope are Legal, Group Technology and Group Offshoring, UBS models and often multiple methods are being applied. In a
immediate savings as well as sustainable, long-term value. typically a company’s financial processes. Are they operating world with increasing pressure on efficiency, cross-
In this uncertain economic climate, what is your organization at maximum efficiency? How could you tighten them? Structuring an effective outsourcing contract in a globally
sourced world can be a harrowing experience. Discover the functional optimization is vital in order to keep cost
doing to maximize T&E spend? How can you systematically What are the alternatives? This session explores peer-to- structures balanced.
prevent and contain unnecessary and wasteful T & E spend? peer group discussion based on real experience of: critical contractual components of a global sourcing deal
Attend this session and learn how to: and explore the areas to consider when “going global” for • The rise of transaction based pricing and innovative gain
• Identify and reduce process and system redundancy to services. sharing structures
• Integrate the travel booking and expense reporting show significant cost reductions to senior management • The end of time & material, cost plus and fixed pricing
process to increase policy compliance • Determine which processes typically prove to be the Part One: Structuring the Contract
• Building the business case for effective contract
• Transparency: Understanding the way in which prices are
• Enhance visibility to drive smarter negotiations with most challenging to automate? and related to services
suppliers • Hear about the “other options”, if investing in management
• Increase adoption, satisfaction and productivity through automation isn’t right for your company?
• Which contracting elements are needed for a successful
intuitive user experience • Combine physical and electronic incoming and outgoing global deal?
• Drive smart T&E spending and prevent unauthorized information flows to automate your processes, and also
• How do you really establish whether your new BPO
expenses before they occur with powerful policy control activate your inevitable transition from physical to partner has the scale, language capability, internal
and comprehensive reporting data electronic information flows and gain real benefits. management and measurement reporting systems that
map you, the client, to create a truly collaborative
Key processes analyzed in the discussion include:
4:55 ■ ■ Utilizing SLAs to Deploy Strategy & • Invoice Production, Receivable Management, Credit
environment CFO Profile Series: Understanding and
Improve Performance Control, Accounts Payable, Payments, Salary Calculation,
• What are the most frequently negotiated terms and Managing Your Various Stakeholders to
Maureen McKinney, Vendor Management Director, General Ledger, Support for Planning, Budgeting Tools,
conditions in outsourcing agreements – and what should Ensure Excellent Customer Service
they be, if we are seeking to create positive business
Nike Archiving and On-line Reporting Larry Dismukes, CFO, Galls, Inc.
outcomes
Introducing the shared services model is impossible without • What global sourcing risks can be mitigated by effective Kelly Spencer, Controller, Galls, Inc
a good SLA in place. It forces you to have discipline and *Note: This is a double session and runs until 5:40 contract terms and conditions Scott Senatore, Senior Director, Credit & Collections,
figure out what it's costing you to deliver service now. Part Two: Mitigating Risk in Global Sourcing Efforts Aramark
When you start down this path, you'll figure out if your • What are the risks in today’s economic climate? How do
financial information and software systems that deliver you This roundtable session will provide a C-Suite Vision of
you uncover them, and what process changes and tools Success for Shared Services.
service, are robust enough to figure out how to charge your will help?
customer Aramark Shared Services had a vision for their center. They
• What are you counterparty’s risk and how do you wanted to focus on changing the customers story in order
When working through the SLA, you will find this also collaborate to minimize the risks that are most important
makes process deficiencies clearer by clarifying exactly what to build strong relationships with their client groups and
to each of you? achieve a true cohesion of one best team. By managing
processes you are engaged in and what borders they cross
within the organization. During this session you will learn their center to this philosophy and holding themselves
*Note: This is a double session and runs until 5:40 accountable to the customer’s solutions, it further allowed
how to:
them to reach a series of other goals. It brought them
• Receive insight into the key areas needing monitoring closer to their client groups, created credibility and trust,
and highlight the appropriate balance between SLAs and and allowed them to forge a positive identity for the center.
operations reports Ultimately it produced better financial results and a higher
• Hear lessons learned in developing service levels and level of customer retention
having the flexibility of changing the designs to match
actual service delivery
• Receive examples of operations reporting approaches
being used to measure service delivery and compliance
5:40 Cocktail Reception
"Great opportunity to interact with colleagues and obtain information on the latest developments and techniques within the industry."
- Bill Johnson, Vice President, COCA-COLA ENTERPRISES North American Shared Services
Sponsors: raising revenue re ducing risk
5

Main Conference Day Two: Thursday, October 1, 2009
■ Planning & Launching ■ HR Transformation ■ Smart Contracting for BPO ■ Technology Innovation
■ Measurement & Process Excellence ■ Finance Transformation ■ Creating Customer Value ■ Scope & Scale of SS Strategy
7:00 Registration and Coffee 9:10 Quick Wins Energizer: Goals Gone Wild: Top Five Tips on Prioritizing Tasks That
are Both Impactful and Realistic in Tough Times
7:45 Chairperson’s Opening Remarks
Jim Arnold, President & Founder, Apex Analytix 9:20 Keynote Series: The Excellence Corner: ONSTAGE EXCLUSIVE INTERVIEW WITH
WAL-MART FINANCIAL SHARED SERVICES
8:00 Keynote Panel Discussion: Innovations in BPO Contracting: A Lesson for Negotiators Driving Continuous Value Add for Your Organization Under a Global Model
Moderator: Tim Cummins, CEO & Executive Director, International Association for Contract & Michael Lockard, Vice President, Financial Shared Services, Wal-Mart Stores, Inc.
Commercial Management (IACCM) When Wal-Mart Financial Shared Services fully benefitted from economies of scale, they set out to add
Panelists: value by lowering costs through resource sharing, increasing spans of control, and integrating all
Lee Coulter, SVP, Global Shared Services, Kraft Foods accounting functions. These value adds supported a cost-effective corporate strategy, ensuring Wal-Mart’s
loyal customers save money and live better. During this interview with Michael Lockard, you will be
Bradley Thacker, Vice President, Corporate Services & Organizational Development, Nissan North America allowed to take a behind-the- scenes look at how Wal-Mart Financial Shared Services is transforming itself
It has become widely acknowledged that "smart contracting" is the key to a successful BPO relationship. However, from a decentralized model to a globalized shared services organization – adding value every step of the
traditional legally-driven negotiations often create 'structured adversarial relationships', designed to punish failure, way in their ongoing journey. In this series, you will:
rather than encourage the growth of a strategic relationship. This tendency is aggravated by the efforts of • Hear about the real challenges encountered in selling the value of financial shared services to other
procurement experts to view BPO as a commoditized service rather than an incentivized business partnership." The areas within the company engaged in financial transactional processes;
session will provide a rare opportunity to meet senior users of legal and contract services, to establish how they • Listen how US Wal-Mart Financial Shared Services reduced their expenses by 7% with the US operating
really feel about contracts, negotiations and those who control large elements of the contracting process and their divisions adding over $19 billion in sales
suggestions for improvement. • Learn how they increased associate engagement scores, reduced negative turnover and created career
• How can you genuinely create organizational integration between client and provider at a global and local level? opportunities through people, culture and change management; and
• Discuss the areas of contract that should be the focus for negotiation - the areas that make the contract into a • Listen to how their Innovation Committee is navigating the division's implementation of SAP and other
framework for relationship governance transformational financial systems and processes
• What is preventing the shift in the focus of negotiations
• How do you ensure evaluation criteria (at both buyer and provider) focus more strongly on evidence of cultural 10:10 Morning Networking Break in the Exhibit Hall
alignment between the organizations and that the other side can provide evidence of its success at partnering
Track 1 Track 2 Track 3: Smart Contracting for BPO Success Track 4: Executive Agenda
10:55 ■ ■ Silo Busting! Executing on the ■ The People and HR Challenges of ■ Driving Improved Offshore Double Session Roundtable: Putting
Promise of Customer Focus, Measuring Expanding Shared Services Globally Performance through Robust Leadership Back Into Strategy: Qualities
Customer Satisfaction for Shared Keith Butterfield, Director, Global HR Shared Governance for the Executive Suite
Services to Refine Your Service Delivery Services, Caterpillar Bradley Thacker, Vice President of Corporate Rajan Mehndiratta, Global Accounts Payable
Processes and Increase Customer Services and Organization Development, Nissan Controller, Intel
Satisfaction You’ve established stable operations in your HQ
country and demonstrated that you can be trusted; North America Elizabeth Mcpherson, Director, HR Service Center,
Melissa Lytell, Director, HR Shared Services, U.S. now company leadership has challenged you to extend • Leverage globalization to drive business Agrium
Department of State your service globally. It’s a familiar story, which can lead transformation When evaluating how world-class companies pull
Linda Taglialatela, Deputy Assistant Secretary for to unfamiliar territory. Organizations that have • Optimize process performance to improve ahead of the competition in challenging business
Human Resources, U.S. Department of State expanded service delivery outside their core locations effectiveness by identifying key process owners to conditions, experts consistently pinpoint one
A fundamental part of establishing and successfully have learned hard lessons about the people and HR champion, showcase early successes, and differentiating factor: strong leadership. Today's
operating a shared services organization is to challenges that can ensue. In hindsight, some of these demonstrate benefits of utilizing LACK resources challenging economy calls for global executives who
understand not only what services are important to lessons may seem obvious, but in the excitement of • Review the governance framework in place which can lead strategically, responsibly, and ethically. Your
your customers but also how well you are performing delivering a project, it is easy to be shortsighted. includes Executive, Operational, and POMP reviews role in setting strategic direction, allocating resources
in these areas. Using a strong customer satisfaction • HR Service delivery sourcing (captive, outsourced, on a monthly and quarterly basis and serving as an early warning system is becoming
measure will enable your organization to establish a nearshore, offshore) *The financial target for this initiative was set at 40% increasingly prominent and even more visible in this
quantitative measure of overall performance and track • Contact center and shared services team startups, of cost savings and this threshold has been turbulent market. The weak economy has shaken up
how you will improve over time. In addition, using a near and far consistently met since the inception of the shareholder values and as a result, you must take on
customer satisfaction measure can aid in the • Getting to good governance relationship* greater accountability and exude strong leadership
identification and implementation of continuous • Developing meaningful business-aligned metrics with a close connection to the supporting business
improvement opportunities within the organization. • Growing global shared services operations in a units you govern.
• Develop, implement and benchmark customer dynamic (e.g., downright difficult) business climate • Create an environment of ownership and
satisfaction measurements accountability at every level of the organization
• Set improvement priorities and implement targeted • Discuss the role of leadership in corporate strategy:
corrective actions that yield maximum value What makes a great leader? How do we get the
• Utilize a customer satisfaction measure in “right one” in the door?
conjunction with a cost model to price services in • Drive customer-strategic thinking across the
line with their value and importance to the enterprise
organization you support
6 REGISTER ONLINE AT WWW.SHAREDSERVICESSUMMIT.COM OR CALL US AT 1-800-882-8684

11:45 ■ ■ Panel Discussion: 2009 Location ■ Cash is King! How to Keep It Flowing: ■ ■ Panel Discussion: The Convergence Double Session Continues
Outlook: Evaluating the Evolving Demonstrating a Very Real “Value Add” of ITO & BPO
Regions to Maximize Your Offshoring with Credit and Collections Receivables Panel Participants:
Strategy Management
Ken Grady, Head of Enterprise IT Shared
Jay Desai, VP, Global Sourcing, Northern Trust James A. Fried, Assistant Treasurer, Timex Group
Services, Novartis
Tony Lucente, Director, Organization Support, Credit risk and exposure will have to be managed and
Maureen McKinney, Vendor Management, Nike
Nissan North America monitored ever more closely with a vigilant eye kept
on warning signs for company failure amongst your The emergence of BPO has kick-started a trend to
We’re pleased to bring you the 2009 Location
client base. All organizations should be reviewing ‘bundle’ ITO and BPO in outsourcing deals. This
Outlook Debate. It’s a difficult choice, finding the
their credit risk process and asking if it still meets the convergence facilitates an organization to accelerate
right place to go with your offshore environment, but
requirements of these turbulent times. its agenda to focus on its core competencies and add
we’ve got some exerts to help ease the pain. We’ll
value to the processes and business as a whole.
talk through India, Mexico, China, Canada and other • How have companies adjusted their processes to
Attend this panel and learn how to:
regions, discussing the critical selection criteria, types deal with today's tough economic times?
of functions or projects that make good candidates • Hear about the opportunities shared services can • Bundle ITO and BPO to make governance easier
for offshore outsourcing, and how to determine if the offer in the cash collections space • Progress to broader outsourced solutions faster,
right resources are readily available. • Structure your cash management Function for more easily and more systematically
optimal results • Allow better control of the IT used in the BPO
• Determine how big the project needs to be in order • Segregate credit management; customer facing process
to make significant savings
• Use a blend of criteria and metrics to define the cash collections; and back office cash application
offshore attractiveness of nations including;
maturity, critical mass and export revenue
• Discuss which locations are currently attracting
more interest globally and which should be End of Executive Agenda Track
End of BPO Track
considered with caution
12:30 Luncheon
Track 1 Track 2 Track 3
1:45 ■ ■ Staffing Up! Identifying Best Candidates for ■ ■ Panel Discussion: The Production Platform for ■ Business Continuity Planning in a Shared Services
Your Shared Services Organization Finance Shared Services Environment
Elizabeth Mcpherson, Director, HR Service Center Agrium Jerry Rezabek, Director of Shared Services, Navistar, Jim Rundgren, Manager Continuous Improvement, Northrop
Building a Shared Services Center from scratch is a daunting but Grumman
Theresa Clark, Vice President, Finance Transformation, Trintech
attainable objective. There are hundreds of decisions that will impact There is a great degree of variability in this critical area that ensures a
Many lessons and insights have been learned from studying the history
the successful operation, from site and consultant selection to shared services organization can continue operations following a
and dramatic changes made in the manufacturing process. Companies
migration planning. However, the true basis for long-term success is disaster affecting its systems, facilities or people. This session will
have used technology to bring production efficiencies in transaction
the development of a proper culture and workplace tone and then explain how you can reduce service in an emergency; relocate
management through ERP and transparency to customers interactions
selecting, motivating and training the right people for the significant personnel to an alternative location to continue to provide critical
in CRM. Finance stands alone in that it’s one of the few company
challenges that you will face. Join this session to dissect the critical services; and a redundant capacity and rollover capability in the event
functions that does not have the advantage of business process
human capital factors that form the basis of this process and more of infrastructure failures.
technology to enforce standardizations, create agility and bring
importantly the lessons – both good and bad – that have been learned Establish a remote recovery site to quickly regain connectivity and
precision to the products critical financial information. •
by each of member of your peer group maintain around-the-clock operations without capital investment
• Transform your daily operations from a largely manual process to a
• Recognize the key leadership qualities needed to attract and build a • Meet the guidelines for annual business continuity testing and
technology driven process, allowing your key resources the time to
team that works planning
focus on critical issues
•
Utilize effective analytics to document the skill set of your employees •
Restore, archive and replicate data in the event of a system crash or
• Integrate and automate your approach to financial governance
in an effort to bridge the gap among different levels media failure
activities – reconciliations, financial close, financial reporting,
• Identify core processes versus supporting processes versus both
compliance and enterprise risk
• Achieve ROI efficiency gains ranging from $200,000 to $1,000,000
2:35 ■ Achieving a Complete End-to-End P2P Process ■ ■ Best-in-Class Total HR Outsourcing ■ ■ Panel Discussion: The AP Apprentice Challenge:
Julienne Sugarek, Process Project Director, CenterPoint Energy Transformation 30 Ideas In 40 Minutes
Utility giant CenterPoint Energy has embarked on a radical transformation Gary Wills, Director HR Shared Services, ACCO Brands Beverly Strachan, Account Payable Manager, Crate & Barrel
of its P2P function. The Buy Right, Pay Right project involves developing, Given historic economic conditions, it’s more important than ever that Michael Glim, VP of Procurement, Bank of Montreal
implementing and deploying the procure-to-pay component of the HR leaders leverage the dramatic economies of scale that are available Sue Trevisano, Manager Shared Services, LMI Aerospace
business into a complete end-to-end function through the successful and to them through HR Outsourcing. Talent – how to find, acquire, and
ongoing integration of people. In this session, you will receive develop it within your organization – is rapidly becoming the most In the midst of cost and regulatory compliance pressures, accounts
important differentiator in a globalized economy, creating exciting payable departments are striving to improve and extend the services they
• A framework for approaching P2P transformation including a provide to their own organizations, while looking for innovative ways to
discussion of the pros and cons of using this model opportunities for “transformed” HR functions to play a truly strategic
role in the business. This session will explore current best practices, reduce costs, increase efficiency and enhance business relationships. But
• A description of tools used to redefine processes that are based on processing invoices quickly and accurately remains a challenging task for
best practices lessons learned and new developments as organizations seek to create
an optimal HR operating model encompassing outsourcing, shared any accounts payable organization. These organizations will highlight their
• Insight into the role that Change Management plays in process steps to automating accounts payable, vying for the title of best in class.
transformation services and technology.
Sponsors: raising revenue re ducing risk
7

• Understanding of technology and how it can complement your • Turn AP from a data processing center to a profit center by
objectives • Identify the essential ingredients of a successful HRO deal: transition, eliminating manual procedures
The best kept secret about process transformation is that you probably data protection, governance, people, process and technology issues • Reduce costs with transformed AP Processes and Imaging Workflow
already have the tools at your disposal. Come find out how to gear up
• Create a global HRO operating strategy and model • Global Procurement and optimizing AP functions
and make them work for you!
• Perform a cost benefit analysis to identify low hanging fruit; • Eliminate errors and tackle the complexity of payment methods
3:20 Afternoon Networking Break in the Exhibit Hall 4:50 Closing Keynote Panel Discussion: What’s Next? A Look into the Future
Agendas of a Few Great Shared Services Leaders
4:05 Keynote Debate: The Captive Versus Outsourcing Scenario: Which is Right for Your Beth Susman, VP, Global Human Resources Shared Services, Quintiles
Company?
Keith Butterfield, Director, Global HR Shared Services, Caterpillar
Terry Hartmann, Director, Financial Shared Services, Xerox Corporation
James Waters, Director Finance Shared Services, Schneider National, Inc.
Gary Willis, Director HR Shared Services, ACCO Brands
Fundamental forces have emerged over the last three to four years to influence the future direction of
Christian Rodriguez, Vice President, Operations, Western Union SSCs. This panel looks at these forces, current and future SSC delivery models and the competencies
Outsourcing offers a distinct advantage for many companies seeking to take full advantage of lower-cost required to support the future SSC. Where do you believe your SSO is headed in the next 5 years?
resources and the process acumen offered by many of today’s maturing outsourcing providers. However, the To what extent has your SSO already moved up the value chain? How are you using enabling
captive model is still a preferential delivery model for a company believing support functions are core to the technologies to retain your competitive edge? How are you delivering consistent levels of
business, preferring support functions to remain in the same onshore geography, or not having an appropriate service? Listen to our distinguished panel of speakers as they take you through their plans in terms of
plan for displaced employees. Each of these factors will need to be considered, along with the cost models offshoring, people resources, customer service, service offerings and structure. These leaders recognize
and goals for productivity and efficiency improvement, internal control improvement and service culture. that real success comes from a service-oriented culture which seeks to exceed business expectations and
• Hear why companies choose not to outsource: The hidden costs and vulnerabilities to greater risk satisfy its customers with the ability to deliver and innovate.
• Why captives at all? Discuss the concerns over control and compromising IP
• The Hybrid Model: The perfect home to address separate business needs 5:35 Close of Conference
Pre-Conference Master Class: Monday, September 28, 2009
A SS101: The Fundamentals of Designing, Building and Implementing a Shared Services Operation
2:00 – 6:30
Sam Poston, Senior Vice President, ScottMadden requiring the significant levels of restructuring. This classroom master class • Create and maintain buy-in
will focus on building a business case that will gain executive buy-in • Instill a customer service culture in your team
Shared Services often start as an opportunity to cut costs and consolidate
demonstrating how Shared Services will add value as well as achieve cost • Source talent from beyond functional boundaries with shared service
staffing levels. Reducing costs and eliminating redundancy will always
savings. expertise
remain an important feature of SSCs. However when you are designing • Realize the importance of building a business case to support the • Identify who your competitors are for you shared services center
your Shared Services framework, you can build a structure that will allow
implementation of shared services • Build a shared services framework for growth
for significant growth in scope and scale for the years to come without
Pre-Conference Workshops: Tuesday, September 29, 2009
B Transformation Change Management: The Most Used, The Most Needed C Top Five Things to Do When Told to Cut 2009 Expenses by (Another) 10%
and the Least Trained Skill
8:00 – 10:45
Scott Manning, Partner, ScottMadden needed and most challenging skills to master. During Peter Allen, Partner & Managing Director, TPI allow for collaboration among the attendees to discuss
this workshop you will learn how to: best practices of proven cost savings techniques. This
Addressing business units’ reluctance to support Too often, we are challenged to do it better for less.
• Align all your stakeholders to one common vision workshop will explore these savings driven strategies:
Shared Services is a key concern for all stages of the The economic challenges of operating a shared services •
• Determine the goals and objectives for everything Power of leveraging scale
Shared Services cycle. Ongoing people and change operation in the present day contribute to the pressure. •
whether your SSO is ensconced into company Simplification and standardization
management within an organizational culture is critical This session will address strategic areas that you can
culture or the initiative is new • Scope expansion
for initial success and future growth. Change employ to “Dig Up” additional savings to deliver to
• Utilize the tools and techniques for affecting change • Variable model
management is continually sited as one of the most your organization. Participation in the session will • Leverage-driven delivery model
8 REGISTER ONLINE AT WWW.SHAREDSERVICESSUMMIT.COM OR CALL US AT 1-800-882-8684

D Extended Site Tour: Financial E Extended Site Tour: HR Shared Services at Caterpillar
Shared Services at Andrew Keith Butterfield, Director. Global HR Shared • Americas HR Shared Services overview : Focus on how
Corporation Services, Caterpillar they deliver efficient and effective services for business
partners in the areas of recruiting, learning, HR
Claudia Aguirre, Accounting Director, N.A. Shared The Caterpillar Inc. Aurora facility currently has more than
consulting and transactional administration.
Services, Andrew Corporation 2,000 employees and is the largest employer in the area. • Greak Lakes District Office overview: Focus on how
The Aurora plant produces a wide variety of products
Andrew LLC established a shared services center in they deliver HR consulting, learning and recruiting
including Medium and Large Wheel Loaders, Compactors,
North America in 2000. The primary goal in establishing services to multiple business units.
Hydraulic Excavators and Forestry Equipment – altogether,
11:00 – 2:45
a shared services organization was to reduce costs. In
• Shared Services On-Site overview: Focus on how the
25 prime product models. Additionally, it serves as the
addition to the reduced costs achieved by the company, team services the needs of employees, supervisors and
primary design control and research and development
Andrew also achieved a consistent and standardized managers among multiple business units.
center for these products. The content shared during this
approach to doing business in North America. We were
• Customer testimonials
site tour will cover an overview of the larger Shared
able to improve our controls, promote best practices and Services Organization and how Shared Services benefits all
improve customer service along the way. Andrew’s employees on the Aurora campus by supporting their local
shared services center is located in Joliet, IL. Andrew’s HR needs. The session will be interactive and leave ample
shared services organization is primarily financial services. time for discussion on the following:
The areas encompassed are accounts payable, accounts • First-hand look at the Shared Services On-Site team to
receivable, credit and collections, invoicing, inter-entity gain insight on how the teams operate and what inquiries
accounting, payroll, fixed assets, month-end close and they typically receive, since the recent launch in April
general accounting.
F Financial Shared Services Scorecard and Vision Workshop G The Top 5 Benchmarking Techniques To Assess Performance Relative to
Your Peers
Joseph Collins, Director of Client Solutions, Apex opportunities and threats) conducted as a group, will
Analytix bring out common issues, challenges, and opportunities Julio Ramirez, Managing Director, The Hackett Group • Develop metrics to quantify process performance
in shared services and some of the solutions your peers • Adjust to a continuous improvement culture through
Using a proven approach in “more heads are better Shared Services is all about people, process and
have already implemented. a strong governance framework
than one” collaboration, Joe structures a session in technology to deliver world-class services to the
• Collect and develop best practices into a best-in-class The Hackett Group and the Shared Service &
companies operating business units. Benchmarking, if
3:00 – 5:45
which individual best practices are collected and Outsourcing Network Announced The Alliance for New
scorecard done correctly, will not only establish your performance
developed into a best-in-class scorecard. Service Center Benchmark Study
• Debate different methodologies, and settle on a baseline, but will permit you to identify the performance
Incorporating work teams and an anonymous polling During this workshop you will also gain access to the
measurement strategy that you can take with you gaps relative to peer companies and quantify the
system, the workshop will collect and rank input, service center benchmark study which will allow you to
and implement (or further refine) improvement opportunities. It can help shared services
debate different methodologies, and settle on a better understand:
• Conduct a mini-SWOT (strengths, weaknesses, organizations identify productivity enhancement
measurement strategy that you can take with you How your service center strategy compares with that
opportunities and threats) opportunities in a quantifiable, non-emotional manner.
•
and implement (or further refine). of your peers
• Discuss common issues, challenges, and opportunities During this workshop you will learn how to:
The second half of the session launches into the The most common methods through which service
in shared services and some of the solutions your Focus on the 5 key benchmarking techniques for
•
future – with the objective of creating a blueprint of •
centers measure performance
peers have already implemented shared services
your financial shared services evolution over the next • Which strategies have resulted in the best
five years. A mini-SWOT (strengths, weaknesses, • Increase productivity and quality of service at the
performance
lowest possible cost
H Five Customer Success Stories of Moving Accounts Payable into a Shared I Extended Learning Lab: Foundations of Excellence – Designing and
Service Environment Readsoft Integrating Metrics, Chargebacks, Service Levels and Continuous Improvement
John Craig, Director of North American Sales, the benefits they were hoping to achieve by adopting Glenn Goodnight & Andrew Muras, BAE Systems What you will learn:
Readsoft Shared Services in the first place. This session will • Hands-on approach to implementing four of the nine
Shared Services practitioners must implement nine best
review how an automated document system can help best practices for Shared Services excellence –
Organizations adopt a Shared Services approach with practices for excellence. Four of these nine, Performance
you realize the full potential and return on investment featuring case study exercises for practical experience
the aim to streamline key activities and ensure that Management, Service Definition, Chargebacks and
in your efforts. Five customer success stories will be • Building an integrated framework – techniques and
they are as effective and efficient as possible. Reaching Continuous Improvement, are closely interwoven. Not
reviewed including the most common reasons for templates for generating quick results
6:00 – 9:00
the full potential of the strategy can be a challenge only will they help determine your success, but also your
moving toward a streamlined accounts payable process. • Implementation tools, including Activity Analysis and
because of the inherent inefficiencies of using paper ongoing relationships with management, clients and
The pitfalls companies face with implementation will Scorecards, for a complete top-down/bottoms up
documents. Paper takes a toll in Accounts Payable (A/P) customers.
also be discussed with a review on how to avoid such approach
as stacks of invoices and piles of purchase orders Through a carefully designed program of lecture and
challenges. We will also review how the departments • Improving your ongoing relationships with
combine to produce an unwieldy burden. Without hands-on case study exercises, this workshop provides
moved forward with this technology investment, their management, clients and customers
making improvements to these traditionally paper- both the theory and practical experience for developing
successes, and plans for the future these four practices at your organization. The objective
bound functions, companies may fail to gain many of Receive a free software package plus a follow-up web
for this workshop is simple: learn what practices truly
session.
work to give you actionable results quickly; how and
where you should start; what’s meaningful to your
Format: Lecture/hands-on development/follow-up web
customers and business units as well as operational
session
managers; linking efforts to help move shared services
up the value chain.
Sponsors: raising revenue re ducing risk
9

About the Sponsors
Co-Sponsors
BlackLine, founded in 2001, pioneered the creation of Balance Sheet Account
Trintech, Inc. (NASDAQ: TTPA) is a global software, technology services, and
Reconciliation solutions. An experienced provider of enterprise solutions to Fortune 500
hosted application services company specializing in transaction verification,
raising revenue re ducing risk companies and financial institutions, BlackLine provides quick-to-implement, scaleable, and easy-to-use
reconciliation, process management and compliance. Trintech provides solutions
applications that help improve the financial controls for companies of all sizes. Website: www.blackline.com
for automating and analyzing account reconciliation and certification processes to ensure
enterprise-wide compliance with internal business controls and Sarbanes-Oxley requirements.
Lanyard Sponsor
Website: www.trintech.com
Transparent USA, LLC is the specialist on the international field of Recovery audits. Our
ScottMadden, Inc. is a leading management consulting firm specializing in
proposition is very simple: We find it, recover it and receive a percentage of the recovered
shared services, outsourcing advisory services, and the energy industry.
findings; no strings attached, no start-up fees, no software applications needed for you to
ScottMadden began to develop its shared services practice in 1994. Since that
acquire and No cure-No pay. We rely on our European heritage to help you out with vendors from abroad. We
time, we have helped many clients with the design, implementation, and operation of shared services
are the market leader on mainland Europe, speak the world’s languages, understand cultural differences and
within their organizations. Our experience spans the spectrum of potential shared services functions,
know how to approach currency and VAT issues like no one else does. Visit us at our booth and learn how we
and we have deep functional expertise in HR, IT, supply chain, finance and accounting, and real
can find Lost Working Capital for you. Website: www.transparent.nl
estate and facilities. We have performed significant shared services work in a wide variety of
industries, from entertainment to energy to high tech. Our approach to the creation of shared
Showguide Sponsor
services is to help our clients build a "business within the business." We believe that the shared
services business should operate just like any other business within the corporation - with a business Over 6,000 modern enterprises have turned to ReadSoft's document process automation
plan, a scorecard for performance, incentives for performance, and consequences for non- solutions for increased efficiency, cycle time, control and visibility of financial documents. Our
performance. Website: www.scottmadden.com software boosts efficiency at shared service centers around the world, such as Siemens, GlaxoSmithKline and Avon.
End-to-end solutions include image and data capture and an "inside ERP" suite of workflow solutions for problem
Day 1 Lunch Sponsor invoice resolution and approvals. ERP-certified, our solutions are seamlessly integrated with systems such as SAP and
Oracle. With customers on five continents, operations in 16 countries and partners in more than 70 countries we
ITD Hungary is the Hungarian government's Investment and Trade Development
have the experience, the know-how and the resources to provide shared service centers with solutions to boost the
Agency established to promote inward investments and bilateral trade. Through its
bottom line and improve operational efficiency. Website: www.readsoft.com
extensive network of contacts in both the public and private sectors ITD Hungary
is a single point of contact to support decision-makers looking for new business opportunities in
As the leading global B2B e-Invoicing network, OB10 simplifies and streamlines A/P invoice processes
Hungary. As a "one-stop shop" information and consultation centre for foreign investments in
for significant cost savings and operational efficiency. By enabling companies to receive invoices
Hungary, the agency provides foreign investors with high-quality support for key decision-
electronically from suppliers, OB10 eliminates manual scanning and data entry and enables dramatic
making processes and a wealth of supplementary services during project preparation,
process improvements, maximizing companies' control over cash flow. By allowing suppliers to
implementation and after care. International service sector companies assisted by the agency
submit invoices in any electronic format for delivery to client companies in their desired format, combined with unrivaled
include AVIS, British Telecom, Celanese, Citigroup, Diageo, EDS, ExxonMobil, GE, IBM, Morgan
supplier enrollment support, OB10 helps clients realize the benefits of e-Invoicing quickly for ROI under one year. OB10
Stanley, National Instruments, NCR, Sykes, TATA, Vodafone and many others. Website:
customers include HP, Apple, Kellogg's, MeadWestVaco, Mohawk Industries, Motorola, and the U.S. Department of
www.itdh.com
Veterans Affairs. Website: www.ob10.com
General Track Chair Sponsor
Basware is the global leader in Enterprise Purchase to Pay (EPP) solutions. We offer a
APEX Analytix serves global shared services with recovery audit services and comprehensive suite of invoice automation, procurement, and travel & expense management
technology solutions that prevent, detect, and rapidly recovery overpayments; solutions that work together to meet your specific requirements. Our solutions are available as
support compliance, mitigate risk, and provide insight into accounts payable, licensed, hosted, and on-demand (SaaS) offerings. We transform manual, paper-based purchasing and payables
purchasing and the procure to pay process. The company has over 40 software installations - processes into an automated process that seamlessly integrates with, and complements existing accounting and ERP
more than any provider of A/P recovery audit services and prevention software. The software systems such as SAP, Oracle, JDE, Lawson, Baan, and 200 more. Approximately 1,000,000 users at 1,500 organizations
has prevented more than $1 billion in overpayments. APEX Analytix serves more than 30 of the worldwide depend on Basware software to automate business-critical financial processes. Website: www.basware.com
Fortune 100 and has 110 active software and service clients. Website: www.apexanalytix.com
Oversight software inspects financial transactions in real time to help shared service centers
Panel Sponsor reduce transaction costs and increase transaction integrity by identifying errors and misuse early in
the transaction process when corrections are less costly and less complex. Oversight software
LAVANTE (formerly AuditSolutions) is the industry leader providing on-
continuously monitors 100% of the transactions and business activities in financial systems to report on the effectiveness
demand solutions for the P2P world. Providing an on-demand suite of
of internal controls and prevent losses due to errors, misuse and fraud. Website: www.oversightsystems.com
vendor file management and strategic recovery tools has positioned Lavante as the fastest
growing company in the recovery audit industry and a standout provider of vendor file
management. Website: www.lavante.com
Media Partners:
Official Blog for
Shared Services Summit
10 REGISTER ONLINE AT WWW.SHAREDSERVICESSUMMIT.COM OR CALL US AT 1-800-882-8684

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Swissôtel Chicago IQPC has a reduced sleeping room rate for Shared Services Penton Learning Systems LLC dba IQPC: 957-097239
ABA/Routing #:021000021
323 East Wacker Drive & Outsourcing Summit participants. The group rate is Reference: Please include the name of the attendee(s) and the event number: 10396.004
Chicago, IL 60601-9722 USA available 3 days prior and 3 days post event dates, until Payment Policy: Payment is due in full at the time of registration and includes lunches,
Tel: 1-(312) 565-0565 September 4, 2009, and is subject to availability. Please call refreshments and detailed conference materials. Your registration will not be confirmed until
payment is received and may be subject to cancellation.
www.swissotelchicago.com the hotel directly for the group rate.
Please go online to: www.iqpc.com/cancellation to view our cancellation policy
Scholarships Available: IQPC sets aside a limited number of discounts that may be applied to its
conferences for delegates from the non-profit sector, government and military organizations and
academia. For more information about scholarships to this event, please call Customer Service at
Keep in Contact with Us! 1-800-882-8684.
Special Dietary Needs: If you have a dietary restriction, please contact Customer Service at 1-
800-882-8684 to discuss your specific needs.
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Sponsors: raising revenue re ducing risk
11

International Quality & Productivity Center
❑Yes! Please Register Me For 535 5th Avenue, 8th Floor
New York, NY 10017
❑ Conference Only ❑ Conference + 4 Workshops/Site Tours
❑ Conference + 1 Workshop/Site Tour ❑ Master Class Only
❑ Conference + 2 Workshops/Site Tours ❑ Workshops/Site Tours Only
❑ Conference + 3 Workshops/Site Tours
Your customer registration code is:
When registering, please provide the code above.
Critical Themes and Topics Include:
• Forging Positive Behaviors as a • Leverage Greater Economies
Core Competency of Your of Scale with HR Outsourcing
Partnering Practices Transformation
• Rescue Tapped Working • Drive Towards a Second
Capital and Drive Cash Back to Wave of Value Creation for
the Bottom Line Mature Shared Services
• Innovation Think Tank: Taking • Uncover the People and HR
5 EASY WAYS TO REGISTER:
An Inside Look at What’s Out Challenges When Expanding 1 Web: WWW.SHAREDSERVICESSUMMIT.COM
of the Box Shared Services Globally 2 Call: 1-800-882-8684
• The Accelerating & Positive • Develop an Integrated 3 Email: info@iqpc.com
Force of Globalization on Your Measurement Framework, 4 Fax: 1-646-378-6025
Shared Services Strategy Focusing on the Right &
Critical Measures 5 Mail: IQPC
• Driving Financial Supply Chain to 535 5th Avenue, 8th Floor
Demonstrate Real Cash Returns 10396.004/D/KV New York, NY 10017
“Communication between service provider and client, whether that is an internal service provider
or external BPO provider, is the single most important predictor of success in the objectives of the
presents the…
provider-client relationship. In a time when shared services must deliver faster and better than
ever before, we must innovate in that most fundamental factor, communication”
– Lee Coulter, SVP, Global Shared Services, Kraft Foods
View our special
travel bundles
and other
pricing options
online at
www.sharedserv
icessummit.com!
Smart Partnering: Optimizing Outcomes September 28 - October 1, 2009
for Captive and BPO Strategies through
Innovative Relationship Management Swissôtel • Chicago, Illinois
Where Leaders Connect: Hear from an Expert Speaker Faculty, featuring:
Lee Coulter Colin Lubbe Bradley Thacker, Vice President of Corporate
SVP, Global Shared Services, Kraft Foods VP, Financial Shared Services & Strategy Services and Organization Development
Kraft Hyatt Hotels and Resorts Nissan North America
Beth Susman Keith Butterfield Christian Rodriguez
VP, Global Human Resources Director, Global HR Shared Services Vice President, Operations
Caterpillar Western Union
Quintiles
REGISTER ONLINE AT WWW.SHAREDSERVICESSUMMIT.COM OR CALL US AT 1-800-882-8684