4th Shared Services & BPM Conclave: Process Agility & Cost Optimization In Service And Support Functions - The Imperatives For Global India

1. www . sharedservicesforum.in
Associate Sponsor
Co-Sponsor
Corporate Sponsors
Academic Partner
Process Agility & Cost Optimization
In Service And Support Functions
- The Imperatives For Global India
Intent. Implement. Impact.
CONCLAVE REPORT
Knowledge Partner
14th November, 2014
NEW DELHI
4th Shared Services & BPM Conclave

2. 2
Table of Contents Page No.
Conclave Introduction 3
Welcome Speech & Special Address 4
Key Note Speech 5
Felicitating the Pioneering Leaders of the Industry 6
Unveiling Ceremony of SSF Publication—Process Edge, October 2014 7
Executive Summary of SSF Publication 8
Plenary Session 2 9
Plenary Session 3 10
Presentation I 11
Case Presentations 12
Presentation II 13
Plenary Session 4 14
4th Shared Services & BPM Conclave
SSF For You 24
Awards Evening—Special Address & Awards Distribution 17-21
Delegates & Networking 22-23
Excellence Awards & Recognitions 15-16

3. 3
Featuring the theme ‘Process Agility & Cost Optimization in
Service and Support Functions’, the 2014 Shared Services
and BPM Conclave focused on the following primary
objectives:
 Showcasing BPM as a Strategy to achieve Process Agility
& Cost Optimization;
 Gaining momentum for successful implementation of
BPM strategy;
 Recognizing Leading Companies/Exemplary Leaders in
SSC & BPM through Awards & Recognitions;
 Publish articles and stories on BPM that influence the
3Cs of business sucess.
The Conclave while adapting to Indian context brought a
holistic focus on BPM with Three Streams:
 Workshop Panel Discussions & Case Presentations
 Release of SSF Publication
 Excellence Awards and Recognitions
The event was well attended by more than 100 delegates.
The THREE broad themes for the Panel discussions were:
1. Building Organizations for Tomorrow through BPM—
from the lens of CXOs
2. Delivering Business Impact through BPM— The 3Cs
(Cost Optimization, Customer Experience and Competitive
Advantage)
3. How does the ‘I’ of IT drive Metrics, Process Agility, Risk
Management and Decision Support
TWO very powerful presentations by Industry leaders and
experts marked the 2014 Conclave. These were:
1. Articulating and Substantiating Business Impact—
Trends and Insights from Global Operations to be adapted
for developing the BPM Strategy in Indian environment by
H Karthik, Partner, Global Sourcing Practice, Everest
Group
2. How to be ‘Glocal’? Synthesizing Global Practices with
Local (Domestic) Requirements by Anup Vikal, CFO Aircel
Limited
4th Shared Services & BPM Conclave
Process Agility & Cost Optimization in Service and
Support Functions—The Imperatives for Global India
Friday, 14th November, 2014
Eros Hotel, New Delhi

4. 4
4th Shared Services & BPM Conclave
Welcome Address by
Mr Sunil Sayal
President, SSF & Region CFO—Nokia Siemens & Networks
Special Address by
Mr Anil Sachdev
Mr Sunil Sayal, in his welcome address, explained how the last three
conclave events reinforced the need for sharing success stories of Indian
Corporations on BPM and their linkages to business impact.
He rightly made the point that, “In today’s economic scenario filled with
VUCA, BPM is a clear necessity”.
Mr Anil Sachdev, delivered a special address on leader-
ship requirements and provided 6 key dimensions to be
focused being a BPM & Transformational leader.
“This Conclave raises the focus on BPM and helps to
disseminate its understanding in Global India” said Mr
Ravi Ramakrishnan, while introducing the theme of the
conclave. He added, “In this fast-paced changing world,
since Indian corporations need to deal with the huge
demands of ever-increasing Complexity, Variability and
Scalability, they are realizing the need for the three ‘I’s
for BPM: Intent, Implement, and Impact”.
Conclave Introduction by
Mr Ravi Ramakrishnan
Founder & CEO, RvaluE Consulting
—Knowledge Partner to SSF

5. 5
4th Shared Services & BPM Conclave
Keynote Speech by Mr Raman Roy (Chairman Managing & Director, Quatrro)
In his keynote address, Industry stalwart Raman Roy said that “India has a great potential for Shared
Services & BPM and given the capabilities of our talented people, we can quickly move from a
Cost Center to a Profit Center”

6. 6
In this Conclave, two distinguished industry leaders were felicitated for their
contributions to the Industry.
SSF honoured Mr Raman Roy (Chairman & Managing Director, Quatrro) with the
Pioneering ‘Entrepreneurial Leader’ in Global India Award
SSF honoured Mr Akhil Gupta (Vice Chairman, Bharti Group & Executive Chairman, Bharti Infratel Ltd)
with the Pioneering ‘Business Leader’ in Global India Award
The Award was conferred on
Mr Roy for his Creativity & for
Leading Global Outsourcing
Missions to India, delivering
Value and Impa ct to Busi-
ness, Industry & Society.
(L to R): Mr Sunil Sayal, Mr Anil Sachdev, Mr Raman Roy, Mr Ravi Ramakrishnan, Mr Rakesh Sinha
The Award was conferred on
Mr Gupta for his Creativity &
Leading Enterprise-wide
Outsourcing & BPM Mission,
delivering Value and Business
Transformational Impact.
(L to R): Mr Rakesh Sinha, Mr T Chandrasekar, Mr V V Ranganathan, Mr Akhil Gupta, Mr R Ramakrishnan
4th Shared Services & BPM Conclave

7. 7
Mr Raman Roy unveiled the first issue of the Shared
Services Forum Journal, Process Edge—Not A Choice
Anymore, October 2014 at the Conclave. 1st three copies
of the publication were presented by him to eminent
leaders at the conclave.
SSF designed the publication to bring out the triggers,
approach, strategy, execution and requirements of
various segments of Industry.
Mr Raman Roy unveiling the first-of-its-kind publication on BPM, the SSF Journal, Process
Edge, which makes a strong statement through its cover story - ‘Not a Choice Anymore’!
SSF took a major step forward to announce its first edition
of Process Edge at the Conclave. As the name reflects, the
publication goes on to share industry insights and case
studies of shared services adoption en route to becoming
a pioneering cog in the wheel of Global India. To survive
in the industry today, you have to do what ‘Romans do’!
And the ‘Romans’ are fast moving towards structured
strategy for their staff and support processes, thus
ensuring cost optimization and greater efficiency, and
gaining a Competitive Edge!
1st Process Edge copies held by :
(L to R) - Mr Sunil Sayal, Mr Anil Sachdev, Mr Raman Roy,
Mr Ravi Ramakrishnan
4th Shared Services & BPM Conclave

8. 8
Process Edge—Not A Choice Anymore: Executive Summary
Mr Rakesh Sinha
Vice President & Business Leader, RvaluE Consulting Pvt. Ltd.
Shared Services Forum took a major step
forward and announced its first edition of
Process Edge at the Conclave. As the
name reflects, the publication goes on to
share industry insights and case studies
of shared services adoption en route to
becoming a pioneering cog in the wheel
of Global India.
“If Indian corporations have to retain
and sustain their competitive advantage
and achieve the outcomes of Three Cs
(Cost Optimization, Customer
Experience and Competitive
Advantage) , BPM is the ‘Hobson’s
choice’, i.e., there is no choice or may
be, a false illusion of choice!”
Mr Amit Trivedi (Head—
Business Excellence, Vodafone
Shared Services) honouring
Mr Rakesh Sinha for his
contribution to the Shared
Services Forum.
4th Shared Services & BPM Conclave

9. 9
Plenary Session 2
Building Organizations for Tomorrow through BPM—From the Lens of CXOs
First of the four panels was a CXO Panel where discussions were kicked off on ‘Building Organizations for Tomorrow
through BPM - From the Lens of CXOs’.
The CXO panel shared their wisdom and practical insights on their planned journey to Excellence!
Mr P B Balaji
CFO, Hindustan Unilever Ltd
Mr Vinod Aggarwal
CEO, VE Commercial Vehicles
Mr Saurabh Manchanda
Deputy Executive Producer,
ZEE Media
Moderator
Mr Rajendra Prasad
President & CFO, SRF Ltd
Mr Ravi Ramakrishnan
Founder & CEO, RvaluE Consulting
4th Shared Services & BPM Conclave

10. 10
Plenary Session 3
Delivering Business Impact through BPM
—The 3 Cs (Cost Optimization, Customer Experience & Competitive Advantage)
Plenary Session 3 brought various Success stories of Delivering Business Impact through BPM – The 3Cs
- in Indian & Sri Lankan environment across domains, with business leaders and practitioners as speakers
Mr Kishan Jayasekera
CEO, Brandix Mercury
Asia, Sri Lanka
Mr S Balasubramaniam
Global Head—Shared Services,
Bharti Airtel
Mr Hitesh Vakil
CEO, Service Excellence Centre
Essel Group
Mr K Ramesh
Industry Expert & Consultant
Moderator
Mr Manoj Malhotra
CEO, Avantha Business Solutions
4th Shared Services & BPM Conclave

11. 11
Articulating and Substantiating Business Impact
—Trends and Insights from Global Operations
Mr H Karthik, Partner, Global
Sourcing Practice, Everest
Group, shared an enriching
presentation on ‘Articulating and
Substantiating Business Impact –
Trends and Insights from Global
Operations to be adapted for
developing the BPM Strategy in
Indian environment’. The session
was highly informative and
interactive.
Mr H Karthik being honoured for
his contribution to the Shared
Services & BPM Conclave.
4th Shared Services & BPM Conclave

12. 12
CASE PRESENTATIONS:
Redefining Partnering Models—Hybrid, Managed Services, Public Services
The session on Case Presentations focused on the following points:
 How Service Partners have become part of the ecosystem to develop BPM adoption in Global India
 How Companies have supplemented Captive/Outsourcing Operations by leveraging alternative structuring
models like Hybrid or Managed Services to expand their BPM / BPT strategy in respect of Service/Support Func-
tions
 What kind of partnership models are created with Government Institutions to render innovative ‘public services’
to make ‘citizens truly as customers
Mr Ramesh Krishnamurthy
Commissioner, Income Tax
(Systems)
Mr Narayanan Sampath
Head India Business, Infosys BPO
Mr Sanjay Gupta
Chief Architect,
SSF
4th Shared Services & BPM Conclave

13. 13
How to be ‘GLOCAL’?
Synthesizing Global Practices with Local (Domestic) Requirements
How to be ’Glocal’?
A powerful presentation by
Mr Anup Vikal, CFO, Aircel
Mr Manish Mittal (Vice President—
Global Business Services, American
Express)honouring Mr Anup Vikal
for his contribution Shared Services
Conclave.
4th Shared Services & BPM Conclave

14. 14
Plenary Session 4
How does the ‘I’ of IT drive
Metrics, Process Agility, Risk Management and Decision Support
Plenary Session 4 was moderated by Mr H Karthik and focused on:
 How BPM enables focus on ’Information’ beyond Technology, to derive business value from Tech investments?
 How to enhance the use of functionalities of ERPs to step up the mix of Automated Metrics (vs manual Metrics) for
higher process visibility and agility?
 How to leverage ERP/BPM Systems & Tools to build automated controls and strengthen Risk Management capabilities
 How BPM enables focus on Information & the so called Big Data towards meaningful Analytics for Decision Support?
Mr Nalin Tripathi
Leader—Quality & Enablers,
Adani Business
Excellence Centre
Mr Anil Garg
CIO—Dabur India Ltd
Mr Murtaza Poonawala
Associate VP—Business Excellence,
Vodafone Shared Services
Mr Manish Mittal
VP, Global Business
Services, American Express
Mr H Karthik
Partner, Global Sourcing Practice,
Everest Group
Moderator
4th Shared Services & BPM Conclave

15. 15
4th Shared Services & BPM Conclave
Excellence Awards & Recognitions - 2014
SSF, in collaboration with its Knowledge Partner RvaluE Consulting, has instituted Shared Services & BPM Excellence
Awards and Recognitions. These Awards have been established to honor, recognize and promote transformative
strategies by Shared Services demonstrating winning practices.
Shared Services & BPM Excellence awards are designed to recognize contributions by Companies that are broadly
comparable. These are poised to become the benchmark for Indian organizations to adopt Shared Services & BPM
Strategy.
Two Awards for Pioneering Industry Leaders
Pioneering ‘Entrepreneurial Leader’ in Global India
Pioneering ‘Business Leader’ in Global India
Three Categories of Awards for Excellence in SSC Implementation
Shared Services & BPM in India & Subcontinent—Single Domain
Shared Services in India—Diversified Domains
Delivering Business Impact Through Process Excellence
Three Categories of Recognitions for BPM Journey
Delivering Business Impact Through Leveraging Technology
Delivering Business Impact Through Shared Services Transformation
Successful Launch of Shared Services Strategy in India
4th Shared Services & BPM Conclave

16. 16
Excellence Awards & Recognitions - 2014
Awards Evening
Jury Panel
Mr V V Ranganathan,
Co-Founder & Chairman,
Compassites Ventures Inc.
Mr Ram Ramasundar
Managing Director,
Blue River Capital
An Independent Jury Panel comprising practitioners with proven experience and expertise in BPM and Shared Services
evaluated and scored each application. The jury decided upon various stated parameters and ensured comparability of the
scores for final selection of winners.
Dignitaries for
announcement and
distribution of
Excellence Awards
Mr T Chandrasekar
COO, Global Business Services,
IBM India & South Asia
Mr Abraham Mathews
CFO, Infosys BPO
Mr Sunil Sayal
President, SSF
& Region CFO—Nokia
Siemens & Networks
Mr B Srikanth
Global CFO,
Bharti Airtel Ltd
Mr Akhil Gupta
Vice Chairman—Bharti
Group,
Executive Chairman—
Bharti Infratel Ltd
Mr V V Ranganathan
Jury Panel
Mr Ravi Ramakrishnan
Founder & CEO,
RvaluE Consulting
Mr T Chandrasekar
Jury Panel
4th Shared Services & BPM Conclave

17. 17
Special Address for the Awards Evening by Mr Akhil Gupta
(Vice Chairman—Bharti Group & Executive Chairman—Bharti Infratel Ltd)
(L to R): Mr Akhil Gupta, Mr Ravi Ramakrishnan (Founder &
CEO—RvaluE Consulting) & Mr T Chandrasekar
(COO—Global Business Services, IBM India & South Asia)
Special Address by Jury member, Mr V V Ranganathan
(Co-founder & Chairman—Compassits Ventures Inc)
Mr Akhil Gupta, in his Special Address
summed up the essence of BPM through 3
real life examples in his career and clearly
stated that “BPM has become a necessity in
today’s economic scenario and NOT a
choice, and this is a critical need for busi-
ness to grow and sustain growth”.
(L to R): Mr T Chandrasekar , Mr V V Rangana-
than, Mr Akhil Gupta & Mr Ravi Ramakrishnan
4th Shared Services & BPM Conclave

18. 18
Awards Distribution
Shared Services in India– Diversified Domains
Mr Sanjay Kumar Saxena (Head—Taxation, Shared Services) from
Reliance Industries Ltd accepting the Award of Excellence for
Shared Services in India—Diversified Domains
from Mr Akhil Gupta
4th Shared Services & BPM Conclave

19. 19
Awards Distribution
Shared Services in India & Srilanka - Single Domain
Mr Sahad Mukhtar (Director—Corporate Planning,
AHL Business Solutions (Pvt) Ltd)
acknowledging the win with a ‘Thank You’ Speech
Ms Deepthie Wickramasuriya (Head—Business Systems & Services)
from AHL Business Solutions (Pvt) Ltd receiving the Award of Excellence for
Shared Services in India & Sri Lanka—Single Domain
from Mr V V Ranganathan
4th Shared Services & BPM Conclave

20. 20
Awards Distribution
Delivering Business Impact Through Process Excellence
Mr Murtaza Poonawala giving a
‘Thank You’ Speech for the Award
Mr Murtaza Poonawala (AVP—Business Excellence) & Mr Amit Trivedi (Head—Business Excellence)
from Vodafone Shared Services Ltd accepting the Award of Excellence for
Delivering Business Impact Through Process Excellence
(L to R: Mr Ravi Ramakrishnan, Mr Murtaza Poonawala, Mr Amit Trivedi, Mr Abraham Mathews)
4th Shared Services & BPM Conclave

21. 21
Awards Distribution
Award of Recognition
Mr Anil Garg (CIO), on behalf of Dabur India Ltd, receiving
the Award of Recognition for
Delivering Business Impact Through Leveraging Technology
Mr Kishan Jayasekera (CEO), on behalf of Brandix Mercury
Asia (Sri Lanka), receiving the Award of Recognition for
Delivering Business Impact Through Shared Services
Transformation
Mr B Srikanth (Global CFO—Bharti Airtel Ltd) presenting
the Award of Recognition for
Successful Launch of Shared Services Strategy in India
to the Team from V E Commercial Vehicles Ltd
(L to R: Mr Abraham Mathews, Mr B Srikanth,
Mr Pramod Vaya, Mr Giriraj Kothari, Mr Gilles Boutte,
Mr Dinesh Taneja) Mr Uttam Sharma (CFO—Zee Turner), on behalf of
Zee Media Corporation Ltd, receiving the
Award of Recognition for
Successful Launch of Shared Services Strategy in India
4th Shared Services & BPM Conclave

22. 22
Delegates & Networking
4th Shared Services & BPM Conclave

23. 23
Delegates & Net-
4th Shared Services & BPM Conclave

24. 24
More Opportunities for you, as we Co-Create the Future
For more information on the Conclave & SSF Publications, please visit
www.sharedservicesforum.in
Or
write to us at contact@sharedservicesforum.in
SSF has so far conceptualized and organized FOUR Shared
Services & BPM Conclaves, from 2011 onwards. The key
objectives of these conclaves have been to capture and
disseminate understanding/ impact of BPM by Indian
Organizations through Shared Services and hybrid models,
spreading and recognizing adoption of BPM & Shared
Services in India, fully leveraging the best practices from
global shared services and off-shoring operations.
Shared Services & BPM Conclaves:
An Overview
Shared Services Forum (SSF), initiated in 2011, is an interactive platform where industry experts, from diverse business
domains and support functions, ideate and synthesize the ‘best-in-class’ to evolve the ‘best-in-context’ for organizations
and therefore, excel in eventual BPM adoption. SSF focuses on BPM excellence through leadership, consolidation
(captive & third party), transformation and effective systems & tools. The Mission of SSF is:
 To spread Business Process Management (BPM) awareness
 To establish Winning Practices that result from exchange of knowledge
 To acknowledge, award and showcase Organizational Achievements & Professional Excellence
 To build a strong network of thought leaders, experts, practitioners and change agents
4th Shared Services & BPM Conclave

25. 25

26. 26
www.sharedservicesforum.in