SP RLY FE D $ 24 Sdetai                                                                                           EA O US ...
Expanding and transforming                                                                       Is your Shared Service   ...
Pre Conference Bootcamp  Wednesday 10 November 2010  The bootcamp is designed for organizations that are assessing the bus...
•   Combating the Philippines talent war and meeting the                 12.10   Increasing employee engagement and retent...
15.20   AFTERNOON TEA AND NETWORKING BREAK                                  16.30   Delivering excellence through operatio...
Shell Shared Service Center                                                         •   Identify the key challenges of abs...
Speakers  Your Eminent Speaker Panel from top SSCs/BPO organizations:          Noel P. Paraso                             ...
5 EASY WAYS TO REGISTERExpanding and transforming                                                                         ...
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SSON Philippines Summit

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SSON Philippines Summit

  1. 1. SP RLY FE D $ 24 Sdetai EA O US forege fo - S k & (see EC B R 40 ept ls) Bo AV Pay back o IA IRD F L E be pa The founders of the Annual Shared Services & Outsourcing Week in Asia bring you the only event specifically catered for Shared Services & BPO practitioners in the Philippines. 0! em r be rExpanding and transformingShared Services & BPO in the PhilippinesDriving growth through effective workforce management,successful scope expansion and value-added services delivery10 - 12 November 2010 • Pan Pacific Hotel, ManilaPresenting 20+ of the regions foremost SSO thought leaders, including 5 fromthe top SSOs in the Philippines - unlock essential knowledge and best practice: Noel P. Paraso, Kristina Beckendorf, VP Service Center Network and Managing Director Manila Center Finance Lead Yazdi Bagli, Linda Castro, Associate Director, Payments and Head of Shared Services Banking ServicesCall: +65 6722 9388 Email: enquiry@iqpc.com.sg Fax: +65 6720 3804www.sharedservicesphilippines.comSponsored by Endorsed by Marketing Partner
  2. 2. Expanding and transforming Is your Shared Service Centre looking to achieve any of the Shared Services & BPO following in 2011? • Boosting the strategic value in the Philippines of services by pushing beyond transactional process delivery? • Broadening the geographic Driving growth through effective workforce management, scope of your customer-base? successful scope expansion and value-added services delivery • Finding innovative workforce initiatives to keep attrition 10 - 12 November 2010 • Pan Pacific Hotel, Manila rates healthy and attract top talent? 100% case studies, 20+ Speakers, 2 day focused conference, Then this event is a must Full day workshops, THE ONLY event to specifically cater for attend for you! Shared Services and BPO practitioners in the Philippines Dear Executive, www.ssonetwork.com/ linkedin/apac As a Shared Services and BPO practitioner operating a delivery centre in the Philippines, you are no stranger to working in a fast-paced and competitive labour market. But with the need to focus on geog raphic & functional expansion, effective www.ssonetwork.com/ people management and value-added servi facebook ces, how is your Shared Services Centre (SSC) shaping up to stay ahead of the curv e yet keep generating further cost- savings and business value? Knowing exactly the right people to ask for www.twitter.com/ first-hand advice on propelling service ssonetwork delivery growth, Shared Service and Outs ourcing Network (SSON) will enable you discover the secrets of best practice from to 18+ World Class SSCs. Led by practitioners for practitioners, this is the only event to specifically cater for Shared Services and BPO practitioners in About SSON the Philippines, tackling your core challenges from an end-user perspective. Learn how others are pushing the boundaries to get to the next level of their SSOs, and advancing growth by climbing up the value chain. Join us and get armed with field-tested strat SSON provides research, training and • Align egies to: networking for over 4,500 shared with your wider business goals: Understa legislative environment in the Philippines nd and capitalize on tax and services executive members from over • Deploy with the latest Government updates 50 countries around the world. innovative recruitment tactics to ensu Whether you need resources to write a effective workforce in a competitive mark re a skilled, competent and et report, facts to benchmark performance • Attract, engage and retain employees through against or simply want to meet some of development, and motivational tactics tailored training and your peers at the same stage of • Increase development, we can support you. Sign the strategic value of your services and push • Build a beyond transactional activity up today, for $149.99 and receive practical roadmap for functional & geog • Develop raphic expansion benefits that will help you take your robust customer engagement model services to enhance the quality of your implementation to the next level. • Adopt Website: www.ssonetwork.com world-class process efficiency measurement through effective benchmarking Email: info@ssonetwork.com Phone + 44 (0) 20 7368 9300 Only here will you meet the local pioneers and leaders demonstrating how you can drive further development in your SSC in the Philippines. I look forward to welcoming you in Nove Not been to an SSON mber, event before? Here’s some feedback from last year’s annual Shared Services Week in Asia: Sarah Ye Shared Services and Outsourcing Netw ork “This is the best shared IQPC services seminar I have attended so far” “It’s an excellent platform to gain knowledge about SSC irrespective of the - General Manager, Corporate experience. It’s a one stop solution to move further in SSC in your organisation” HR Sony Electronics Asia Pacific - Senior Director Shared Business Services Finance Asia, Philips Electronics2 Web: www.sharedservicesphilippines.com Call: +65 6722
  3. 3. Pre Conference Bootcamp Wednesday 10 November 2010 The bootcamp is designed for organizations that are assessing the business case and value of Shared Services, or are in the planning and launching phase of establishing a new SSC. 9.00 Registration 13.30 – 16.00 Part C: Designing the right SSC model in line with 10.00 – 11:00 your organizational business objectives & Part A: Shared Services set-up A-Z checklist conducting smooth migration to deliver • Establishing the business case excellence from “go live”. • Evaluating and choosing the right location It is easier to create a shared service organization with great • Engaging stakeholders early to gain buy-in processes and most advanced technology but if your SSC is not • Process improvements and implications for Service Level effectiveness enough to meet and compliment the strategic business Agreements (SLAs) objectives, you are unlikely to succeed. It is, therefore, imperative • Deploying proper KPIs that there is a greater demand to understand wants and needs of the business and then balance the same with effective service 11.30 – 12.30 design. Then, there is always that great debate “fix & shift” or “shift Part B: Building a Shared Services roadmap for & fix”? While there is no right or wrong answer, there is need to smooth implementation review both paradigm to ensure there is smooth migration to • Ensuring transparency and communication from the start achieve “vertical start-up” and to deliver excellence from “go-live” • How to ensure business focus at the heart of the SSC Model : • Understanding what you want and why • Utilising time frames to ensuring realistic expectations Balanced Scorecard approach • Reviewing the criteria to decide approach to address “shift or fix” • Highlighting the benefits that can be achieved and designing a • Implementing Lean Sigma Approach plan to deliver them • Risk Management: FMEA • Communicating the vision to your clients to customers and SSC • Challenges and bottleneck employees • Continuous Improvement Cycle Led by: Chen Theng Aik Led by: Head, Finance & HR Services Ratan Kumar Kesh DHL Asia Pacific & EEMEA (Malaysia) Sr. Vice President and Head – Service Quality & Quality Initiatives Group Current Position: HDFC Bank Ltd., (India) Head, Finance & HR Services – Asia Pacific, East Europe, Middle East and Africa Ratan’s job entails framing and executing Quality Strategy for the DHL. Responsible for the 2 Shared Services Locations (Malaysia & bank. He leads a team of around 75 Lean Sigma MBBs and BBs Mauritius) covering 2 service lines (towers) of Finance Operations delivering business excellence and service quality improvement to and HR Operations. He has grew the Malaysia SSC from a pilot of enable the bank in providing a wide range of financial products and less than 40 FTEs to over 500 FTEs today covering countries from services to its over 15 million customers in a cost effective manner. Asia Pacific, EEMEA and also Europe. Mr. Chen held various senior As part of this role, he works closely with business heads to identify finance positions including more than 10 years as Finance Director and move non-core business processes to shared services set up. & CFO in large global multinational companies such as BP, Leo Ratan has more than 16 years of experience in India and overseas in Burnett, Linde and DHL before moving to current role 5 years ago. areas of Engineering Design & Projects, Six Sigma, Lean, Lean- Sigma, Balanced Scorecard, Malcom Balridge, EFQM Models, CRM & 12.30 Networking lunch ERP Implementation, Service Quality and Quality Projects in Manufacturing, Logistics, Insurance and Banking. 16.00 End of the day Day One Main Conference Thursday 11 November 2010 8.15 Registration MARKET UPDATE & LEGISLATIVE ENVIRONMENT 8.45 Opening Remarks from the Chair 9.00 Leveraging Government incentive programs to propel your Philippines-based operations Yazdi Bagli • Capitalizing on Government incentive programs and tax Associate Director, Payments and Banking Services regulations Procter & Gamble Asia • Understanding how they apply to your business operation and maximizing the impact9388 Email: enquiry@iqpc.com.sg Fax: +65 6720 3804 3
  4. 4. • Combating the Philippines talent war and meeting the 12.10 Increasing employee engagement and retention increasing demand for the talent in the Shared Services sector through effective training, development and • Planning for the future – What does the current Government motivation agenda look like? Fierce competitions in the SSC/BPO industry in the Philippines and Kim S. Jacinto-Henares fast-scale expansion have pushed leaders to re-engineer their employee retention strategy. Benchmark with your peers and Commissioner learn the best practices on staff engagement Bureau of Internal Revenue Philippines • Designing the development route for your staff with performance tracking 9.30 Competing on a global platform: How the • Identifying the optimum skill set and capabilities for your Philippines compares as a BPO/SSC location on requirements the world stage • Implementing effective, tailored and valuable training to • Why the Philippines is considered one of the major global hubs increase the skill level of your staff for BPO/SSC activity • How can you uphold staff motivation and quality of service as • Tracking economic impact and exploring how the global you automate? recession has impacted on the local sector • Creating employee friendly working environment for better • Predicting the direction of the market and the implications for engagement and motivation your business • Future evolution of SS & BPO through local economic insight: Rory Zaks What do the next 1-3 years look like? GM OSRP Eric Le Borgne Senior Economist Philippines 12.50 LUNCH & NETWORKING BREAK World Bank 13.40 Nurturing a successful culture in your SSC 10.00 Outsourced, captive or hybrid? Examining and • Critical success factors for creating and nurturing the right assessing the right delivery model to align with business culture for your shared service operations to prosper your business strategies globally, regionally and and flourish locally • Using the right culture for your ssc to deliver business goals When making the decision to streamline, cut costs and take • Ensuring objectives are met with employees acting consistently advantage of the lower costs in the Philippines, for some it can with values and strategies appear easier to outsource your processes to a third party with an Chen Theng Aik established center and local knowledge. On the other hand, there Head, Finance & HR Services is sometimes a fear of the impact this may have on controlling DHL Asia Pacific & EEMEA (Malaysia) service levels and aligning the activities and processes with your business objectives. This session will consider the factors associated with each model’s success to help you decide which 14.10 PANEL DISUCSSION: Balancing and managing route best fits your business. the attrition cycle effectively to maintain a • Identifying key drivers to building a successful delivery model healthy staff turnover • Exploring the potential of the Philippines as a location for a Reducing staff turnover is usually essential to ensure cost effectiveness and ROI on your staff. However, cultural uniqueness, low-cost center • Evaluating the cultural and operational considerations with local labour law and your expansion scheme would require you to work out a healthy attrition rate for your SSO, rather, just a outsourcing • Weighing up outsourcing vs. a captive center vs. hybrid model definite lower level of attrition. This session looks at the local averages as well as case study examples of those juggling attrition Yazdi Bagli rates at both ends of the scale. • Group A: my attrition is too high Associate Director, Payments and Banking Services • Group B: my attrition is too low Procter & Gamble Asia Panellists: 10.40 MORNING TEA & NETWORKING BREAK Manette Martin Regional CoE (Center of Excellence) Leader 11.00 Achieving Operational Excellence through BPM GE Global Business Services & ECM platform Rory Zaks • Business Growth - Work management through BPMS GM • Scope Expansion - Platform for F&A, HR, etc., Reduce time to OSRP market (TAT) • Customer Service - 360 degree reports to clients, Enhanced Bessie Ambat service levels Head of HR GSSC • Compliance & SLA adherence Ericsson Hareish Gur EXPANDING THE SCOPE AND ADDING VALUE VP (Asia Pacific) Newgen Software Technologies Limited 14.50 Global AP Process Ownership: The Philippine EC&P AP Shared Services Experience PEOPLE MANAGEMENT & CULTURE The Philippine EC&P AP Shared Services began its journey when Embedded Computing division formed the AP team in the 11.30 Identifying and sourcing the right skilled staff Philippines to service the AP of its factories in Philippines, Mexico for your Shared Services Organization and Germany in 2008. Its scope was later expanded to include the The shortage of the middle level managers with Shared Services non-factory AP of Germany and US and the Philippine Embedded knowledge and specific skills in the Philippines has exposed huge Power AP. As a global AP process owner, the team grappled with challenges for SSC leaders. To ensure a skilled, competent, the challenges of improving internal processes and adding value to the company by defining its role as AP processors, issue effective workforce is to find and attract the right people, with resolvers and process improvers. Gil Cacha, a Six Sigma Black Belt the right skill set for the activities carried out in your SSO. This and Doctor of Philosophy in Organization Development, will share session will examine how you can: his experience in setting up the shared services, restructuring the • Gain extra investment from the management to attract top talent expanded AP Team and broadening its role to encompass procure- • Analyze industries and locations with excess labour to source staff to-pay process in support of supply chain operations. • Work with external partners to diversify your talent sourcing pools Dr. Gil Cacha Manette Martin Manager, AP Shared Services Regional CoE (Center of Excellence) Leader Emerson Network Power – Embedded Computing and GE Global Business Services Power4 Web: www.sharedservicesphilippines.com Call: +65 6722
  5. 5. 15.20 AFTERNOON TEA AND NETWORKING BREAK 16.30 Delivering excellence through operational performance management 15.50 Climbing up the value chain: Increasing the The fundamental pillars of success in every shared services shop strategic value of your services beyond are “working practices” and “performance management transactional processes initiatives”. The presentations focuses on: Globally over the last 5 years knowledge-based outsourcing and a • How “working practices” and “performance management shift from transactional services to value-added services has initiatives” enable a shared services shop to deliver tangible become common place for advanced SSCs. What are the business value elements that you need to consider to make this change? And • How the performance metrices of the shared services are linked how should you design your implementation strategies to make with strategic drivers of client’s business this shift? This session will consider: • Internal framework for performance management • Strategic value and visioning for the SSC • External validation of the approaches • Unlocking new SSC value through competency building • BPI tools coupled with Balanced Scorecard • Organizational culture as enabler of evolution • Domain expertise or Process detailing? • Managing changes in both SSC and the wider business as you • Globally consistent processes: Best Practice Sharing bring in higher value add activities • Innovation Management • Ensuring sustainability of the evolution Ratan Kumar Kesh Raoul Teh Sr. Vice President and Head – Service Quality & Quality Initiatives Senior Site Officer Group Thomson Reuters HDFC Bank Ltd., (India) 17.10 End of Day One Conference 17.20 IQPC Hosts a Happy Hour for Networking Opportunities Day Two Main Conference Friday 12 November 2010 8.15 Re-Registration quality, chargeback rates, supply of resources, and turnaround times are some of the issues that will be dealt with. There are no 8.45 Welcome Back Remarks from the Chair easy answers to these but Mr. Alipao will share with you some of what has worked in his experience and what he thinks forms the Yazdi Bagli foundation of a good Shared Services Organization. Some of the Associate Director, Payments and Banking Services topics he will talk about include resource management, project Procter & Gamble Asia management office, service chargebacks, work intake process, and suggestions on organizing your teams to deliver improved 9.00 Encoding process centric change management service. into the DNA of an SSC is critical to its long term survival and sustainability – Change Albert Alipao management means much more than Six Sigma Chief Shared Services Officer or Lean Sunlife Manila Shared Services Center Many SSCs have adopted Six Sigma and Lean initiatives to deliver continuous improvement by increasing efficiency and decreasing 10.10 PANEL DISCUSSION: How far can you go? redundancy. However, it’s not surprising when many feel the Stretching the boundaries of innovation to re- initiatives are unsuccessful in the long term. A more innovative, define the NEXT LEVEL of Shared Services holistic and sustainable change management approach and maturity in the Philippines technology strategy is required - one that extracts the best and • Aligning with business goals on global and regional level most relevant aspects from the array of change management & • Adding more functions and standardizing processes process improvement methodologies available and operates on a • Expanding from captive to hybrid for extra effectiveness key set of principles important for the SSC: • Looking beyond – Moving to become an internal consultant? • All change must be process and data-driven across the full Panellists: spectrum of change Kee Teek Hong • Intelligent technologies must be used intelligently Vice President & General Manager • The return on investment must be sustainable value-creation Chevron Holdings Inc Yazdi Bagli Albert Alipao Associate Director, Payments and Banking Services Chief Shared Services Officer Procter & Gamble Asia Sunlife Financial 9.40 Laying the foundation for transformation Garry Taylor Shared Services Organizations will continue to face constant Division Director pressure to prove its worth. It will constantly face questions on Macquarie’s Offshore Services why its customer base won’t be better off growing their own IT Noel P. Paraso organizations or outsourcing work to 3rd party vendors. Work VP Service Center Network and Manila Center Finance Lead9388 Email: enquiry@iqpc.com.sg Fax: +65 6720 3804 5
  6. 6. Shell Shared Service Center • Identify the key challenges of absorbing more functions into your current SSC set-up Linda Castro • Sourcing the right talent for the right role Head of Shared Services • How to standardize and integrate the process through Jollibee Worldwide Services technology • Which route do we take? – Multi-tower or Multi-function? What 10.50 MORNING TEA AND NETWORKING BREAK do we need to consider to move forward? 11.20 Practical analysis on identifying the danger signs Maria Necita B. Geronimo of a failing shared services operation: Avoiding General Manager – Global Shared Services Organization costly mistakes and turning things around SunPower • Spotting the potential pitfalls during the shared services life-cycle • Recognising the warning signs in your people, processes and 14.50 How do you measure up? Developing effective technology KPIs for internal and external comparison • Ensuring that customer orientation is really in place Benchmarking can be effective to set targets and understanding • The keys to successfully turning round a failing Shared Services your best practice, but to be most effective you have to operation continually review your KPIs. This session will analyze the current trends in the region and enable you to develop your own KPIs Noel P. Paraso • Exploring effective use of benchmarking VP Service Center Network and Manila Center Finance Lead • Examining the development in KPIs being used in different SSCs Shell Shared Service Center Lourdes Rosario "Gigi" Mantaring SUSTAINABILITY AND MATURITY GROWTH VP & General Manager Manulife Business Processing Services 12.00 Achieving excellent service delivery with better customer engagement and value proposition 15.20 AFTERNOON TEA & NETWORKING BREAK Increasing your customer service satisfaction level is not just about operational excellence, process standardization and compliance, 15.50 Demonstrating value creation with Shared but also about engaging your customers to better understand and Services deliver their needs… Beyond just quick cost reduction and consolidation of back-office • Implementing robust customer engagement model functions, shared services can drive and increase value for the • Promoting customer focused organization organisation, when properly aligned to corporate strategy and objectives • Creating compelling value through end-to-end • Designing the plan to track what value the SSO is providing the • process innovations organization • Demonstrating the value Linda Castro • Showing the correlation between the contributions the SSO is Head of Shared Services making and shareholder value Jollibee Worldwide Services Thomas Burgess 12.40 LUNCH AND NETWORKING BREAK Vice President SSC & Revenue Management Uti Worldwide 13.40 Driving continuous improvement by applying Process Excellence in a BPO operation 16.30 Exclusive On-Site Benchmarking session: Off-shoring processes from frontline organizations around the world Bringing your own Ratios and Statistics to our Global Service Centers alone can for certain regions provide Are you achieving best practice levels of performance? Use this cost savings due to the labour cost arbitrage. This is however only highly interactive session to really drill into the practical reality of one aspect of off-shoring. How can we ensure that we deliver the performance measurement within your organization. Exactly what best value proposition to our customers in the long term? metrics do other organizations use? How did they decide upon • Closely liaising with global business process owners to pursue those measures? And do they work? Split into industry tables to standardization allow an intimate onsite benchmarking opportunity. Come • Understanding your customers’ needs and operationally prepared with information so you can discover how you really defining these – with a view on the end-to-end process and measure up against similar organizations in terms of: overall system which the GSC is a part of • Customer satisfaction • Establishing result and process measures for all processes to • Learning and innovation monitor and improve process capability • Balanced Score cards • Employing Process Excellence specialists (Green Belts and Black • Employee ratios Belts) to conduct data-based root cause analysis and lead Share your measurements to see how you compare to your improvement initiatives colleagues. This is not a ranking exercise, but an open platform • Applying the lean principles and tools to eliminate and reduce for you to reveal your center’s strengths and take away tips to waste help improve key areas. • Nurturing a culture of continuous improvement and systemic Attendees will split into groups and benchmark against leadership each other Kristina Beckendorf 17.10 Close of Conference Managing Director Maersk Global Service Centres (Phils) Ltd 17.15 END 14.10 Expanding the functional scope of your current SSC: Taking Shared Services to the Next Level As the challenges and pressure of an increasing global economy intensifies, companies with established single or dual function SSCs “I gained new insights, reconfirmed our are now looking at leveraging the efficiencies of these centers by structure, gained networking and references” expanding their service offerings. The pressure to perform and to make the great step for the SSCs to the next level has never been - AVP Systems Methods & Operations Management as critical as it is today. How do we go about planning for this ABS CBN Broadcasting Corporation expansion? How do we prioritize functions that need to be added to the SSC? This session will help you:6 Web: www.sharedservicesphilippines.com Call: +65 6722
  7. 7. Speakers Your Eminent Speaker Panel from top SSCs/BPO organizations: Noel P. Paraso Geographic remit: Asia Pacific, North America, Manette Martin VP Service Center Network and Manila Europe, Africa & Middle East Regional CoE (Center of Excellence) Center Finance Lead ERP tool: SAP / JDE / Ariba Leader Shell Shared Service Center GE Global Business Services Albert Alipao Time in SS operation: 6 years Time in SS operation: 3 years Chief Shared Services Officer Number of centers: Six (Glasgow, Krakow, Number of centres: 1 Sunlife Manila Shared Services Center Chennai, Kuala Lumpur, Manila and satellite office Function(s): Financial Services, Employee Services in Capetown) Time in SS operation: 6 years. Geographic remit: Asia, Americas, MEA, Europe Function(s): Finance & transaction Operations Number of centers: 4 major shared services ERP tool: Oracle, SAP, Great Plains Geographic remit: Global operations located in Manila, India, Ireland, and ERP tool: SAP Lethbridge. Bessie Ambat Function(s): MSSC currently covers IT shared Head of HR GSSC Kristina Beckendorf services, while the other locations include both IT Ericsson Managing Director and BPO. At MSSC, we do systems development Time in SS operation: 3+ years Maersk Global Service Centres (Phils) work, systems maintenance, and computer Number of centers: 1 Ltd operations. Function(s): Human Resources Geographic remit: primarily Southeast Asia and Time in SS operation: 10+ years Geographic remit: Global North America Number of centers: 6 ERP tool: SAP Function(s): transactional, rules-based, Lourdes Rosario "Gigi" Mantaring knowledge-based as well specialized voice-based Thomas Burgess VP & General Manager processes. Vice President SSC & Revenue Manulife Business Processing Services Geographic remit: Global Management Time in SS Operation: 5 years Uti Worldwide Yazdi Bagli Number of Centers: 1 Time in SS operation: 5 years Associate Director, Payments and Banking Functions: broad range of financial services Number of centres: 1 Services functions Function(s): Revenue Management (pricing, Procter & Gamble Asia Geographic: U.S., Canada, Hong Kong and client proposals), Customer Care Functions Malaysia Time in SS operation: 11 years Geographic remit: Global Number of centers: 1 ERP tool: Proprietary Gil F. Cacha Ph.D. Geographic remit: Asia, Central Eastern Europe, Manager, AP Shared Services Middle East Africa and some global operations Rory Zaks Emerson Network Power – GM Embedded Computing and Power Linda Castro OSRP Head of Shared Services Time in SS operation: 2 years Time in SS operation: 5 years Jollibee Worldwide Services Number of centres: 1 Number of centers: one Function(s): Accounts Payable Time in SS operation: 4 years Function(s): Administration, Sales and the Geographic remit: US, Germany,China, Number of centres: 1 Customer Experience, Facilities, Financial mgt., HR Philippines Function(s): Finance & Accounting including and training, Workplace Services, Training, IT ERP tool: Oracle and BPCS (AS400) Statutory and Management Reporting, Tax coordination, Marketing, functional support. Compliance and Human Resources Services, which Maria Necita B. Geronimo includes C&B Admin, Staffing, Training and Raoul Teh General Manager – Global Shared Workplace Services; Senior Site Officer Services Organization Geographic remit: delivering shared services for Thomson Reuters SunPower all its QSR businesses. Included in JFCs local brands Time in SS operations: 13+ years are Jollibee (the number one fast-food chain), Time in SS operation: 3 years Number of centres: 5 major shared service Chowking, Greenwich, Red Ribbon, Manong Pepe Number of centres: 1 internal and 1 outsourced centres Karinderia, and Delifrance. Their foreign markets (Europe) Functions: Customer Support and Administration, include Brunei, United States, Vietnam, Qatar, Function(s): HR, IT, Continuous Improvement and Telesales, Content and data operations, Advisory Kingdom of Saudi Arabia (KSA), Indonesia, and Quality, Finance, Internal Audit, Training and All services, Software development Peoples Republic of China where new acquisitions Non-Manufacturing Operations (Customer Geographic remit: Global operations Operations, Supply Chain and Planning, Kee Teek Hong Marketing Support, Dealer Support, CAD Garry Taylor Vice President & General Manager Support, Order to Cash, Business Analytics, Division Director Chevron Holdings Inc Technical Support, Market Intelligence, etc) Macquarie’s Offshore Services Time in SS operation: 12 years old Geographic remit: North America, Europe and APAC Time in SS operation: 3 years Number of centres: 1 site in Manila (multiple sites ERP tool: Oracle Number of centers: one (1) globally but not run by me) Function(s): IT support and development Function(s): Finance / Information Technology / HR Geographic remit: Global / Marketing Support / Procurement ERP tool: N/A Special Guest Speakers: Workshop Facilitators: Eric Le Borgne Kim S. Jacinto- Chen Theng Aik Ratan Kumar Kesh Senior Economist Henares Head, Finance & HR Services Sr. Vice President and Head – Philippines Commissioner DHL Asia Pacific & EEMEA Service Quality & Quality World Bank Bureau of Internal (Malaysia) Initiatives Group Revenue Philippines HDFC Bank Ltd., (India) Time in SS operation: 5 + years Hareish Gur Number of centers: 2 Time in SS Operation: 3 years VP (Asia Pacific) Function(s): Finance & Accounting, Number of Centers: 4 Newgen Software HR Services Functions: Banking Operations, Loan Technologies Limited Geographic remit: Asia Pacific & Processing, Print Shop Eastern Europe Middle East and Africa Geographic: Various regions in India and selected process for Europe Software: Banking Software, Print ERP tool : SAP, Oracle Market Port9388 Email: enquiry@iqpc.com.sg Fax: +65 6720 3804 7
  8. 8. 5 EASY WAYS TO REGISTERExpanding and transforming Driving growth through effective workforce management, successful scope expansion and value-added Web: www.sharedservicesphilippines.comShared Services & BPO services delivery Email: Phone: enquiry@iqpc.com.sg +65 6722 9388 10 - 12 November 2010 in the Philippines Pan Pacific Hotel, Manila Fax: +65 6720 3804 Post: IQPC Worldwide Pte 61 Robinson RoadMy booking code is: QD 19178.001 #14-01 Robinson CentrePlease complete in BLOCK CAPITALS as information is used to produce delegate badges. Singapore 068893Please photocopy for multiple bookings. DISCOUNTS & TEAM DEALS Please do not remove this label even if it is not addressed to you. IQPC recognises the value of learning in teams. Group bookings at the same time from the same company receive these discounts: 3 or more 7% • 5 or more 10% • 8 or more 15% This offer applies to the standard prices only. Call us for a special discount rate for teams of 10 and above. Not applicable to bootcamp only bookings. VENUE & ACCOMMODATION Pan Pacific, Manila M. Adriatico corner Gen, Malvar Streets Malate, Manila 1004 Philippines Book & Pay by Standard Tel: +63 2 318 0788 ALL PRICES IN $USD 24th September 2010 Price Fax: +63 2 302 9501 Gold Package (Conf & Bootcamp) (save $400) Web: www.panpacific.com $1,998 $2,398 Main Conference (2 days) (save $200) $1,299 $1,499 CONFERENCE DOCUMENTATION & AUDIO CD Bootcamp Only (Day 1) (save $100) ❑ Attendee: Conference Documentation and Audio CD with a $799 $899 USD100 discount: USD499 ❑ Non-attendee: Conference Documentation and Audio CD at*Registrations without immediate payment or credit card details will incur a processing fee of USD99 per registration USD599**Discounts DO NOT apply to Bootcamp only bookings. ❑ Non-attendee: Conference Documentation only at USD399***All Early Bird discounts apply to standard prices only, discounts not to be used in conjunction with any offer. 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You may substitute delegates at any time by providing reasonable advance notice to IQPC.Email: .......................................................................................................................................................................... * For any cancellations received in writing not less than eight (8) days prior to theTel: ..........................................................................(Office) ...........................................................................(Mobile) conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administrationFax:....................................................................................................................... ❑ I agree to IQPC’s payment terms. fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of theAddress: ..................................................................................................................................................................... conference. * In the event that IQPC cancels an event for any reason, you will receive a credit for 100%Postcode: ................................................................Country: ..................................................................................... of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of cancellation.Delegate’s signature: ............................................................................................... Date: .......................................... * In the event that IQPC postpones an event for any reason and the delegate is unable orApproving Manager’s Name:........................................................................................................................................ unwilling to attend in on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreedEmail Address: ............................................................................................................................................................ with IQPC, which must occur within one year from the date of postponement.Signature: ............................................................................................................... Date: .......................................... * Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances. * IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in theIf the invoice is to be addressed for the attention of a different person than the delegate, please complete the details below: event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of thisSalutation / First Name: ................................................................................................................................................ conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fire, labor strike, extreme weather or otherLast Name: .................................................................................................................................................................. emergency.Email: ...............................................................................Tel: ..........................................................................(Office) * Please note that while speakers and topics were confirmed at the time of publishing, circumstances beyond the control of the organizers may necessitate substitutions,Please note: If you have not received an acknowledgement before the conference, please call us at +65 6722 9388 to confirm your booking. alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary without any liability to you whatsoever. Any substitutions or alterations will be updated on our web page as soon as possible. PAYMENT METHODS 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❑ By Check/Bank Draft: Made payable to IQPC Worldwide Pte Ltd organizations and academia. For more information about scholarships to this event, please call Customer Service at 1-800-882-8684.❑ By Direct Transfer: Please quote QD 19178.001 with remittance advice IQPC Bank details: Special Dietary Needs: If you have a dietary restriction, please contact Customer Service at 1-800-882-8684 to discuss your specific needs. Account Name: IQPC Worldwide Pte Ltd Bank Number: 7232 • Account No: 147-048128-001 USD • Swift Code: HSBCSGSG The Hong Kong and Shanghai Banking Corporation, 21 Collyer Quay, #08-01 HSBC Building, Singapore 049320 All bank charges to be borne by payer. Please ensure that IQPC receives the full invoiced amount. PAYMENT TERMS Registrations/orders received without immediate payment or credit card details will❑ By Credit Card: incur a processing fee of USD99 per registration/order. Payment is due in full upon Please debit my credit card: ❑ Visa ❑ MasterCard ❑ American Express receipt of invoice. Full payment prior to the event is mandatory for attendance. IQPC WORLDWIDE PTE. LTD. Card Number: Expiry Date: CVN: Company Registration No: 199702288Z Copyright@ 2010 IQPC Worldwide Pte. Ltd. All rights reserved. This brochure may Name printed on card: ............................................................................................................................................ not be copied, photocopied, reproduced, translated, or converted to any electronic or machine-readable form in whole or in part without prior written approval of Signature: ............................................................................................................................................................... IQPC Worldwide Pte. Ltd

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