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![In October 2010, SSON's Premium Editor Barbara Hodge caught up with three of our event
speakers. Excerpts are below and on P.16. Visit our website 'Resource Center' for the full versions.
Paul Fipps
Q&A with
CIO and VP,
Business Services
The Charmer
Sunbelt Group
Winner: "SSON Best New
Captive Services Delivery
Award 2010 (Americas)."
SSON: Paul, what is your role at CSG? group, and deploying this corporate-wide. mentioned in the G8 Panel discussion at Shared
PF: My official title is CIO and VP Business Services. Services Week in Orlando, earlier this year — the
Business services, for us, includes both technology and SSON: What’s had the greatest impact message that, you know, Americans could be doing
business operations - so that covers customer service, throughout the company? this work.
financial services, and information technology. Broken PF: What highlights our biggest success -
down, that means we cover everything from the unexpectedly, really - is our strategic sourcing group. SSON: Who’s is your favorite writer, and why?
Enterprise Program Management Office to Accounts While previously strategic sourcing had dealt with PF: I love to read business books, and I’d have to say
Payable. traditional payables only, the fact that we had set up Ram Charan [www.ram-charan.com]. Execution
shared services meant we had visibility over all our [www.ram-charan.com/execution.htm], which he
SSON: Paul, given what you’ve already achieved spend and all our vendors. In effect, sourcing became wrote with Larry Bossidy is an excellent read. He is
in the past three years - as exemplified by CSG a new shared service as a result of monitoring the basically a CEO coach, and his book summarizes his
sweeping the Award for Best New Captive invoice process. Our sourcing group is now the first best teachings - fundamental business practices that
Services Delivery, 2010 - what are you aiming for stop in RFP processes for all kinds of contracts. It’s lead to success.
next year? been unexpected and has had a huge impact on the
PF: We’re making some big changes on the Customer bottom line. SSON: Whom would you most like to have
Service front, in terms of moving from transactions dinner with (living or dead)?
processing to solving deeper-level problems in SSON: Do you have some predictions on “global PF: Probably Abraham Lincoln. He’d be first on the list.
partnership with our business units across the country. sourcing” for 2011?
So we are moving into problem resolution. Another PF: From a global sourcing standpoint, I think we SSON: Where do you live and what keeps you
area that we are actively developing is moving from might be seeing a greater shift towards what’s being there?
“telesales” to “inside sales.” We now have a group called “rural sourcing.” We recently contracted with a PF: I live in a town called Mount Airy, Maryland, which
that calls accounts directly to market our products and company in Arkansas. When you compare hourly is a small town about 40 miles west of Baltimore.
services - as a Shared Services offering, and we are costs, including all overheads, onshore can be What keeps us there is the great community - it’s
getting great traction. A final item on my agenda is competitive with offshore. I can see BPO moving really a wonderful place - and it’s a great place to raise
expanding what is currently our Enterprise Program towards more of an onshore presence, if just for the kids. In the end, that’s one of the most important
Management Office into a process improvement “ease” of working with a local team. This was also factors.
Q&A
Jonica Preite “I make sure our processes
Vice President enable our clients to spend
Shared Services their time on servicing and
UGL Ltd selling to UGL's customers.”
with
SSON: What is your role at UGL Unicco? initiative, we worked with finance and HR to retool something easy for a quote. Favorite restaurant:
JP: I manage the Shared Service Organization for UGL the company policy to be more user-friendly to those Scoma's in San Francisco.
Ltd in North America. My primary clients are UGL with company paid phones while speeding up and
Unicco, a facility service provider and UGL Equis, a simplifying the ordering process. By consolidating SSON: Whom would you most like to have dinner
commercial real estate brokerage and transaction vendors and by using a third party for fullfillment and with (living or dead)?
management provider. We manage the Order-to- asset management, we’ve achieved a 25% reduction JP: Thomas Jefferson for admiration; Sarah Palin to
Cash, Procure-to-Pay, and Hire-to-Retire processes for in expense. VMI is a web-based portal where vendors find out if she is for real.
these companies. I make sure our processes enable interested in working with UGL can self-register to
our clients to spend their time on servicing and selling qualify upfront as a vendor. Users can search this tool SSON: Where do you live and what keeps you
to UGL's customers. I also get heavily involved in pre- for prospective and existing vendors by services there?
sales activity, when clients are asking for unique need provided and/or zip code. Onboarding into the ERP JP: I live in Hopkinton, Ma, the start of the Boston
in the areas I just mentioned, processing their then becomes a quick process. We are also able to Marathon. I have lived here for the past 14 years
payables as an example. report compliance off the tool for insurance, vendor because it is has been a great place to raise our two
diversity, and safety purposes. sons. The school system has a challenging curriculum,
SSON: What’s been your greatest success over great teachers, an engaged guidance center, and lots
the past year? SSON: Who is your favorite writer and which is of diverse activities. The community supports each
JP: Two stand out achievements were our wireless your favorite restaurant? other in time of tragedy and has in the past had a
device initiative and vendor onboarding and JP: Ayn Rand and Maeve Binchy for writers. It's easy tremendous spirit of volunteerism.
compliance tracking system (VMI). In the wireless to make something complex; it's complex to make
7](https://image.slidesharecdn.com/sharedservices-1296019058401-phpapp01/75/Shared-Services-7-2048.jpg)
Shared Services
- 1. Keep me forfuture reference! I contain: • SSON's 2011 events calendar • Regional metrics for benchmarking provided by Proservartner • Exclusive editorial content & more... 15th Annual North American Shared Services TM & OUTSOURCING WEEK Where the Shared Services and Sourcing World Shapes its Future Your SSO Week 2011 March 1-3, 2011 Reference Guidebook The Peabody Hotel, Orlando, Florida Evolving from Conference to Community In no other forum have I seen such extensive dialogue - SSO Week drives true collaboration and partnership. - Rick Arpin, SVP & Corporate 800+ Voices, Controller, MGM Mirage 1 SSO Week To Register Contact Sean Hundt 416-597-4740 or sean.hundt@iqpc.co
- 2. Contents: Dear Colleague, Meet the Speakers 15 years on from its creation, more than 800 attendees gathered in Orlando in Sample our Index of 90+ 2010 to join in the debates around the future of shared services and sourcing. Thought Leaders. Over 3-6 This year expect a commitment to brand new, structured networking and 50% are Brand New visionary content that will shape your direction and strategy for 2011 and beyond. If you’ve never attended this event before, you’re in for a big surprise. Be Industry Content prepared for what will become a yearly tradition, as what's been quoted as “the Exclusive Interviews & 7, 16 best use of my time this year” by Levi Strauss VP Shared Services, Debbie Industry Predictions Vanderbogart. Itinerary Matchmaker 2011 Brand New Highlights Build your Tailored Program 1. Announcing the G6 Visionaries: Still an unbiased platform to counter end- with Our Session-by-Session 8 user cynicism and pose your Q’s to the leading sell-side Guide according to Business voices. Here’s how we’ve adapted G8 to the new G6: Theme (1) Individuals NOT Companies. This year you vote for unique personalities and their voices, not companies. You choose the top 6 Regional Metrics sell-side industry voices you believe have personally made a difference in the & Benchmarks 9 shared services and sourcing community. Vote Online Now under the 'G6 Visionaries' tab at www.sharedservicesweek.com/G6 (2) Neutral Chairmanship from within the Community: Our newly Your Week At-A-Glance 10-13 appointed global chair brings years of shared services and sourcing expertise to the table. Nothing gets passed them. To see your U.S. G6 Chairman please Blue Sky Innovation Room visit www.sharedservicesweek.com/G6 SSON’s Exclusive Room for (3) 6 is the new 8: We all know bigger is not necessarily better, quality Mature Buy-Side Discussion. 14 counts. Now there’s time to hear more from the top 6. For qualification details please visit the website at: www.sharedservicesweek.com/bluesky 2. Over 50% Brand New Speakers. Each speaker is prequalified through a vetting process based on their industry experience and knowledge. IACCM Agenda 15 3. Think/Do Breakout Sessions. We realized that simply encouraging innovation is not enough. (The Think) sessions contain case studies and the Meet your Chief best practice sharing we’re all used to: (The Do) encourage interaction and Networking Officer (CNO) 16 exercises to drill down into a topic as a group. Brand new for 2011, here are the “Do” formats you may take advantage of: G6 Visionaries & SSON Excellence Awards 17 Soap Box: Facilitated informal discussion around a topic of interest. Senior led moderation sets the context, attendees shape the debate. Sponsors & Exhibitors 18-19 Move and Shake: Hands-on exercises utilizing templates, frameworks, scorecards, mapping projects, etc. Collaboratory: Participants work together in small groups to solve 3 Join the conversation: different complex problems. The key findings/solutions from each table are @ssonetwork presented back to the whole room for a collective discussion. www.ssonetwork.com/linkedin/americas 4. Structured Networking: Meet your official Chief Networking Officer, Doug Spence, championing your relationship building exercises. www.ssonetwork.com/facebook www.youtube.com/ssonetwork Naomi Secor Global Program Director www.flickr.com/ssonetwork SSON www.slideshare.net/ssonetwork 2
- 3. SSO WEEK FACES,FELLOWS & FIRST TIMERS: WE HAVE THEM ALL COVERED! Class of The ‘Who's Who’ of the Shared Services & This year we have over 90 speakers. Here's a snapshot below. 2011 To see the full list please visit Outsourcing World, all www.sharedservicesweek.com speaking at SSO Week... John Adjami Robert Austermehle Senior Director, Global Assistant Controller – Finance Finance P2P Systems & Rick Arpin & Accounting Shared Processes SVP – Corporate Controller Services • Managed project teams consisting of 15+ • Most improved metric in your SSO: • Been with Campbell's for 20 years and is professionals with budgets over $20MM Electronic payment rate in payroll – was in currently running the F&A SSO • Led many global, large-scale and cross- low 80% several years ago, now mid 90%. • Led Campbell's Order To Cash team for their divisional initiatives relating to the entire • Biggest priority/goal/focus for 2011: SAP implementation; led their Customer P2P spectrum, budgeting and forecasting Centralizing billing function for our hotels Service operations including transportation and and strategic sourcing • Favorite pearl of shared services logistics operations; led their Corporate wisdom: You can never be too much of a (Internal) Audit function sales person with internal clients. SSON W FELLO Bob Cecil Executive Director, Business & Mattijs Backx James Conomea Financial Processes Advisory, VP - Head of Global VP Shared Services Global Business Service Centers • Proudest career achievements: First, • Responsibility for SS operations and • 10 years experience leading global Quality Process Management including building up a successful advisory practice in initiatives at three $15B+ multi-nationals managing relationship with contracted Europe for Gunn Partners truly from the • Delivering F&A services to the business at third-party vendor for select outsourced ground up with no customers, brand, JTI agreements, including offshore employees, or infrastructure. • Designed, built and operated the GSSO at Working to centralize more tasks within • Pearl of wisdom: You can't keep the same • Office Depot in addition to leading a the ss delivery COE model and managing people with the same skills and expect change. corporate enterprise change initiative Six Sigma projects as well as Internal People investment in many forms provides the highest shared services ROI. Control Self Assessments Lynne Degand Director, Manufacturing, Carol Danoff Benedict J. DeFelice Accounting & Domestic VP Global Procurement Global Sourcing Leader Shared Services • Leads the Global Indirect Procurement • Most improved metric in your SSO: • Most improved metric in your organization, working with her team to A/P - 65% onshore and offshore - SSO: 2010 Accounts Payable cost per deliver cost and process improvements reduction in cost per invoice processed vendor invoice improved over 20% while ensuring quality and service are • Proudest career achievement: 34% compared to 2009, and is now below improved for multiple indirect categories cost on in expense and indirect spend the Hackett Group 2010 Best-in-class of • Instrumental in the transformation of a from 08-09 (12% sales decline, 24% $2.11 per invoice (includes IT/software major Fortune 500 Company Global cost out, leverage, usage costs and compensation costs). Indirect Procurement Organization control/reduction through sourcing • Current ERP Platform: SAP R/3 projects/models 3
- 4. Class of 2011continued... Phil Fersht Claudia Dill John Douglas Chief Executive Officer CEO VP HfS Research • Accelerates NA operating efficiencies in IT, • Would most like to meet at SSOW: • Founder of the acclaimed global Sourcing Procurement, HR, Real Estate & Others. Individuals who are struggling with Blog “Horses for Sources” • Led the execution of the overall Europe decentralized global operations, disparate • Served as an advisor on over 100 major General Insurance (EGI) operations systems and sliced infrastructures outsourcing and offshoring engagements strategy • Current customer geography and • Proudest career achievement: functional scope: 20 Countries and Setting up my own firm and putting growing... combination of shared services everything in the Cloud! (most have global reach) supplemented with BPO in most major functions SSON W FELLO Sarah Glickman John Gayda Director Finance Alfredo Gatto Senior Director Financial Transformation & VP & General Manager Shared Services Operations • Played a key role in the set up of the • Most improved metric on your SSO: • Driving strategy for general accounting Hearst Service Center Average cost per transaction in A/P down across Honeywell • Joined in the implementation and from near $4.00 to $1.10 with further • Responsible for the India SSO, with over centralization of all Hearst business units opportunity for improvement 150 employees focused on offshore on the company’s Enterprise accounting • Current ERP Platform: SAP delivery of transaction-based general systems • Favorite pearl of shared services accounting and FP&A support • Chairs the IT Strategy (a group of key IT wisdom: You can not impact what you • Active oversight role in managing the professionals who maintain IT standards don't measure outsourced general accounting processes and policies through Hearst) SSON W FELLO Jerker Gunnarsson Dave Griebl Director - Procurement VP Finance Shared Performance Management, Chris Haver Services Standards & Tools Senior Director of HRSS • Led the consolidation of financial • Head of Procurement Enabling Functions • Enterprise SSO supports the $8.5B regional operations for two $6-billion for Americas Region , including Operational retailer’s multiple format operations. organizations, Case Corporation and New Purchasing, Performance Management & • Shared Services within Human Resources is Holland Controlling, Spend Management, responsible for the delivery of services across • Skilled at implementing world-class eProcurement (SAP EBP), Organizational all of the operating business format financial processes for sites within the Design, Purchase to Pay (P2P) Process U.S., Europe, Canada, Mexico and South Optimization America SSON W FELLO Nanette Hilley SVP Enterprise Fraud & Joe Hogan Susan Hogan Client Data Assurance Managing Director Principal • Responsible for developing and • Biggest priority/goal/focus for 2011: • What is the most debated question in the implementing enterprise strategies for Helping clients understand the practical steps industry? The question of whether or not fraud prevention, client authentication, and to take to leverage cloud sourcing to multifunctional shared services organizations client data assurance transform their business (SSOs) deliver more value than single-functional • Favorite pearl of shared services SSOs has been a hotly debated one • Current fraud division located onshore and wisdom: You are never too old to dream • A 2011 prediction for one major change the offshore comprised of approximately 180 community will see in the next 12 months. fraud investigators new dreams and do new things, C.S. Lewis An even greater movement of advisory and knowledge-based processes to shared services as well as to outsourced service providers 4
- 5. Philip Ideson Senior Manager, Outsourcing/ Offshoring & International Jeffrey Jacobson Mark Johnson Supply Chain VP, Global Shared Services VP, Shared Services • Would most like to meet at SSOW: • Proudest career achievement: Moving • Responsible for the enterprise SSO with Anyone who has, or is considering, outsourcing from a silo business unit approach to a multiple business service centers located in part of their strategic procurement functional orientation San Antonio, TX, Plano, TX, Bratislava, • Most improved metric: Attrition: • Biggest priority/goal/focus for 2011: Slovakia, Madrid, Spain, Bourneville, UK reducing attrition from 28% to 12% over a 12 Aligning the accounting organization and Mumbai, India. month period in an offshore procurement • Favorite pearl of shared services • Oversees Kraft Foods BPO and Shared shared service operation wisdom: It is important to also sell your Services Center of Expertise “Shared Service” and the value that it • Accountable for Enterprise functions, such brings to the organization as, Travel & Meeting Services Scott Lacy Edward Kelchner Srini Krishnamurthy Director Human Resources VP Process Improvement VP Operations • More than 15+ years in the Financial Services • Heads the Enterprise sourcing function at • Scott Lacy is a 33 year veteran with industry, with 10 years of those in business MassMutual International Paper and has served in a transformation and process improvement • Responsible for domestic and global number of corporate and field HR and IT roles discipline sourcing efforts across the enterprise • Focuses on the continuous improvement • Built and led the souring program at The opportunities across multiple corporate Hartford where he managed ITO/BPO functions initiatives Loren Mahon Dan Mahlebashian VP, Global Business Judy McFarland Chief Contracting Officer Services VP HR Shared Services • Responsible for global contract • Delivering financial support and services to all • Led the enterprise initiative to harmonize the management including functional lines of business around the globe to include primary HR processes and policies oversight responsibility for the global re- contracts and business practices, incentive • Led the cross-functional team which sourcing of all IT services ($15B) in General compensation planning and administration, designed, developed and opened the doors Motors license management services and customer to an HR Service Center (HRSC) • Establishing global contracting standards data administration • The HRSC is processing core HR transactions and related processes for both ITO/BPO • Driving the internal use of Oracle applications for 10,000 NG employees and managers, and Contracting and partnering with development in defining by 2011 the center will be providing service to best practices around the use of applications more than 120,000 employees Pete Mercer Lisa Miller Arindam Mukhopadhyay Global SS R2R Lead VP, Controller EVP • Over 14 years with MCBC/Molson Coors • PFSS provides best in class financial • Focusing on the creation of financial with responsibilities including; operations, transactional processes and systems, operations shared services and right-shoring accounting, IT Finance, capital planning leveraging scale, driving productivity and strategy - over the last two years, Citigroup and G&A Finance enabling convergence of policy and has migrated 1,500+ positions globally doing • Involved in major SAP implementation process across the enterprise complex financial and risk reporting and now • Part of numerous outsourcing evaluations, • Experience in acquisition accounting, support all of Citigroup's reporting needs negotiations and implementations transformation projects and various roles in accounting and finance 5
- 6. Class of 2011continued... Danielle Patrias Head of Customer Services Cara Pawlisch Lorenzo Fausto Pedotti Shared Services AVP HR Shared Services Regional Finance Director • Current ERP Platform: SAP but with • Favorite pearl of shared services • Proudest career achievement: First legacy systems still active wisdom: Success always looks like failure one to implement in Areva T&D a cross • Biggest priority/goal/focus for in the middle border Finance Shared Services Center 2011: Integrate shared services processes • Proudest career achievement: • Interesting Fact: Speaks more than 5 with our new internal customers Design and implementation of Employee languages fluently Relations Shared Services at The Hartford SSON W FELLO VK Raman Sam Poston Jonica Preite Head, Domain BPO Services SVP VP Shared Services Aided in the completion of Unicco’s SSO • Proudest achievement: Growing TCS's • Formed the ScottMadden Shared Services • for accounting and HR Domain Business Process Services to an Industry practice in the early 1990s and has led it ever Worked for 3Com Corporation for 10 Leading position since • years in a variety of financial leadership • Biggest Priority for 2011: Continue to • Specializes in linking internal ss delivery roles including the implementation of drive customer's businesses priorities through systems to corporate strategies and goals 3Com’s first SSO co-transformation SSON W FELLO Fernando Rocha Mary Rumley CEO, BPO Services, Posadas HR Operations Manager Phil Searle Ventures Volvo CEO & Founder • Leads three subsidiary ss companies that • Most improved metric in your SSO: • Proudest career achievement: Being named are part of Grupo Posadas Increased customer satisfaction year over Shared Services and Outsourcing Thought • Responsibilities include day-to-day year by 25%. On a 1-6 customer Leader of the Year at Shared Services and Outsourcing Week in Budapest, May 2009 operational leadership and growing satisfaction scale; we went from 3.2 to • If I were to want to discuss anything Posadas’ BPO business 4.31 specific this year, it would probably be • Current ERP Platform: HRIS platform is around the topic of “innovative outsourcing” SAP and ADP for payroll and where this has been successful in practice. SSON W FELLO Imtiaz Shaikh VP Americas Corp. HR and Leopoldo Toro Managing VN (Tiger) Tyagarajan Operations Director & COO COO • Created the HR vision and delivered a scalable • Oversees operations and sets the overall • Most improved metric (inside client centre) HR foundation including Global HR data, direction for AltiusPAR, a subsidiary of Improvement in Net Promoter Score (NPS) to Manager self-service, compensation system, Grupo Posadas, a leading hotel and an “all time high “ a true reflection of how workforce analytics and end-to-end Talent tourism services company in Latin America much of a “Promoter “ a client stakeholder is Management • 2011 prediction: More Captives will be “sold, carved out “ as corporations refocus on their core and partner to get to best in class Mark Umlauf Senior Manager Lowell Williams Global Financial Services Joe Visconti Executive Director, Global HR American Axle & CTO Services Manufacturing • Develops the corporate IT roadmap based on • Favorite Pearl of Shared Services • Key Objective in 2011 for Global business strategies Wisdom: There is no wasted experience Financial Services: Continuous • Oversight for corporate standards, • Most Rewarding Experiences: Helping improvement of Global Financial Services – infrastructure architecture, IT innovation, return Compagnie des Machines Bull to Globally; reducing AR past dues by 40%, competitive intelligence and vendor profitability, working on the Avon global HR improving cash forecasting efficiency and management outsourcing engagement, climbing Mt. accuracy Kilimanjaro in 1995 To Register Contact Sean Hundt 416-597-4740 or sean.hundt@iqpc.com 6
- 7. In October 2010,SSON's Premium Editor Barbara Hodge caught up with three of our event speakers. Excerpts are below and on P.16. Visit our website 'Resource Center' for the full versions. Paul Fipps Q&A with CIO and VP, Business Services The Charmer Sunbelt Group Winner: "SSON Best New Captive Services Delivery Award 2010 (Americas)." SSON: Paul, what is your role at CSG? group, and deploying this corporate-wide. mentioned in the G8 Panel discussion at Shared PF: My official title is CIO and VP Business Services. Services Week in Orlando, earlier this year — the Business services, for us, includes both technology and SSON: What’s had the greatest impact message that, you know, Americans could be doing business operations - so that covers customer service, throughout the company? this work. financial services, and information technology. Broken PF: What highlights our biggest success - down, that means we cover everything from the unexpectedly, really - is our strategic sourcing group. SSON: Who’s is your favorite writer, and why? Enterprise Program Management Office to Accounts While previously strategic sourcing had dealt with PF: I love to read business books, and I’d have to say Payable. traditional payables only, the fact that we had set up Ram Charan [www.ram-charan.com]. Execution shared services meant we had visibility over all our [www.ram-charan.com/execution.htm], which he SSON: Paul, given what you’ve already achieved spend and all our vendors. In effect, sourcing became wrote with Larry Bossidy is an excellent read. He is in the past three years - as exemplified by CSG a new shared service as a result of monitoring the basically a CEO coach, and his book summarizes his sweeping the Award for Best New Captive invoice process. Our sourcing group is now the first best teachings - fundamental business practices that Services Delivery, 2010 - what are you aiming for stop in RFP processes for all kinds of contracts. It’s lead to success. next year? been unexpected and has had a huge impact on the PF: We’re making some big changes on the Customer bottom line. SSON: Whom would you most like to have Service front, in terms of moving from transactions dinner with (living or dead)? processing to solving deeper-level problems in SSON: Do you have some predictions on “global PF: Probably Abraham Lincoln. He’d be first on the list. partnership with our business units across the country. sourcing” for 2011? So we are moving into problem resolution. Another PF: From a global sourcing standpoint, I think we SSON: Where do you live and what keeps you area that we are actively developing is moving from might be seeing a greater shift towards what’s being there? “telesales” to “inside sales.” We now have a group called “rural sourcing.” We recently contracted with a PF: I live in a town called Mount Airy, Maryland, which that calls accounts directly to market our products and company in Arkansas. When you compare hourly is a small town about 40 miles west of Baltimore. services - as a Shared Services offering, and we are costs, including all overheads, onshore can be What keeps us there is the great community - it’s getting great traction. A final item on my agenda is competitive with offshore. I can see BPO moving really a wonderful place - and it’s a great place to raise expanding what is currently our Enterprise Program towards more of an onshore presence, if just for the kids. In the end, that’s one of the most important Management Office into a process improvement “ease” of working with a local team. This was also factors. Q&A Jonica Preite “I make sure our processes Vice President enable our clients to spend Shared Services their time on servicing and UGL Ltd selling to UGL's customers.” with SSON: What is your role at UGL Unicco? initiative, we worked with finance and HR to retool something easy for a quote. Favorite restaurant: JP: I manage the Shared Service Organization for UGL the company policy to be more user-friendly to those Scoma's in San Francisco. Ltd in North America. My primary clients are UGL with company paid phones while speeding up and Unicco, a facility service provider and UGL Equis, a simplifying the ordering process. By consolidating SSON: Whom would you most like to have dinner commercial real estate brokerage and transaction vendors and by using a third party for fullfillment and with (living or dead)? management provider. We manage the Order-to- asset management, we’ve achieved a 25% reduction JP: Thomas Jefferson for admiration; Sarah Palin to Cash, Procure-to-Pay, and Hire-to-Retire processes for in expense. VMI is a web-based portal where vendors find out if she is for real. these companies. I make sure our processes enable interested in working with UGL can self-register to our clients to spend their time on servicing and selling qualify upfront as a vendor. Users can search this tool SSON: Where do you live and what keeps you to UGL's customers. I also get heavily involved in pre- for prospective and existing vendors by services there? sales activity, when clients are asking for unique need provided and/or zip code. Onboarding into the ERP JP: I live in Hopkinton, Ma, the start of the Boston in the areas I just mentioned, processing their then becomes a quick process. We are also able to Marathon. I have lived here for the past 14 years payables as an example. report compliance off the tool for insurance, vendor because it is has been a great place to raise our two diversity, and safety purposes. sons. The school system has a challenging curriculum, SSON: What’s been your greatest success over great teachers, an engaged guidance center, and lots the past year? SSON: Who is your favorite writer and which is of diverse activities. The community supports each JP: Two stand out achievements were our wireless your favorite restaurant? other in time of tragedy and has in the past had a device initiative and vendor onboarding and JP: Ayn Rand and Maeve Binchy for writers. It's easy tremendous spirit of volunteerism. compliance tracking system (VMI). In the wireless to make something complex; it's complex to make 7
- 8. SSOW Itinerary Builder It's pretty simple. Pick your priorities from the list below. Then match your sessions. Choose the sessions relevant for you by searching according to your business critical priorities People, Change Management & Transition SS 101: The Fundamentals of Designing, Building and Implementing SS ScottMadden 3/1, 8:00 Rethinking Change Management SourcingChange 3/1, 10:15 Best Practice Business Cases for SS and BPO Solutions Chazey Partners 3/1, 10:15 From Orphan to Champion: Resurrecting Shared Services JTI 3/2, 11:40 Everything You Need To Know About Getting Started But Never Dared to Ask Chazey Partners, American Axle, 3/2, 2:20 Hearst, CIT Creating a Talent Pipeline to Manage Global Operations 3/3, 2:55 Risk & Governance Financial Close & Reconciliation Self Assessments Trintech 3/1, 8:00 Working Capital Optimization, Strengthening Your Finance Supply Chain Gardner Denver, Pitney Bowes 3/2, 1:45 Sourcing Risk Management, Evolving Practive, Heightened Requirements SunTrust, MassMutual 3/2, 2:20 Optimizing Outsourcing Governance Hess 3/3, 1:45 Expanding and Governing a Global Integrated Delivery Model TPI 3/3, 2:10 Contracting & Outsourcing Finance Evolution: A Journey to Rapid Outsourcing & Scope Molson Coors 3/2, 11:40 FAO & The Cloud Outsourcing Institute, Alsbridge, SylvanVI, AltiusPAR 3/2, 12:15 Optimizing How Shared Services & Outsourcing Can Work Together in Everest Group 3/3, 11:50 Your Service Delivery Model Continuous Improvement/Benchmarking & Performance Management Beyond Efficiency, Shared Services Enables Business Strategy Oracle On Demand, Grupo Posadas 3/2, 9:00 Centers of Excellence: The Next Step of Value for Finance Shared Services Honeywell 3/2, 11:40 Six Sigma & Operational Efficiency: Implementation Without the Start-Up Costs ING 3/2, 12:15 Deloitte’s 2011 Global SS Survey Deloitte 3/2, 5:25 Value Leakage – An Area of Focus Across O2C and P2P & How to Reduce It Wipro 3/3, 9:35 Finding A Way To Do It Better: One Evolving Approach to Customer Satisfaction Coca-Cola Enterprises 3/3, 11:50 The Role of Benchmarking in Outsourcing: Sizing Up the Hybrid Approach Alsbridge 3/3, 12:20 Process Transformation & Automation Transformational Techniques & Technologies Apex Analytix 3/2, 2:20 Transforming Global P2P: Linking Systems & Processes for Total Finance Efficiency Warner Music Group 3/3, 11:50 The Accounts Payable Automation Clinic Brainware 3/3, 12:20 Closing With Confidence: Not Just for the Sake of Doing it Faster, But For the Sake of Doing It Better Blackline 3/3, 12:20 An In-Depth Look at HR Shared Services Technologies – A Discussion Designed for Giant Eagle 3/3, 12:20 Non-Techie HR & Service Delivery Folk, A 360 View of An End-to-End Concept Beyond BPO: Combining Process Efficiency and Cost Savings With Electronic Invoicing Ariba 3/3, 1:45 Business Intelligence Transforming HR into a Strategic Partner through Shared Services Hitachi Data Systems 3/2, 11:40 Outsourcing in Conjunction with an ERP Implementation CSC 3/2, 1:45 The “New Normal” for SS & Sourcing: Likely Scenarios that Will Deliver Citigroup, eBay, JTI, AstraZeneca 3/3, 11:40 Ongoing Business Value Beyond the Transaction: Captive Procurement Enabling the Release of Knowledge Based Services Ally Financial 3/3, 11:50 Customer Loyalty Programs - Superior Service Key to Revenue Growth and Retention Qantas Airways Ltd 3/3, 2:55 Globalization & Shoring SSON Global State of the Union: Research Results Revealed SSON 3/1, 1:20 SSON Annual Global Forecast SSON 3/1, 1:50 Increasing the Impact of your SSO: Moving From a Local to a Global Approach to Shared Services Kraft 3/1, 5:45 Capitalizing on Global Excellence: PepsiCo’s Transition to Value Added Services PepsiCo, PWC 3/2, 1:45 Procurement Excellence Data is King: What You Need to Know for Effective Spend Management Mattel 3/2, 11:40 Analyzing the Key Enablers for Procurement Shared Services DHL 3/2, 12:15 Procurement’s Role in Getting the Most Out of Shared Services: Managing Tail-End Spend UTC Fire & Security 3/2, 1:45 Effective Supplier Enablement: Taking the Pain Out of Procurement 3/2, 2:20 How Top Performing SSO’s Are Delivering Savings ePlus Systems, UGL-Unicco 3/3, 12:20 Developing an Integrated Vision for Shared Services & Procurement: UGL-Unicco 3/3, 2:55 The Link to Greater Financial Performance 8
- 9. Metrics & Benchmarking Dataprovided by Before you come, know what to expect: Our focus on top quartile outcomes prepares you for best-in-class. As an attendee you will receive updated benchmarking data on some of the following key metrics: Procure-to-Pay Order-to-Cash Record-to-Report • Lowering P2P process costs by 40-60% • Averaging 35-40 DSO driven by payment • Achieving less than a 4-Day period-end • Producing greater than 30,000 invoice terms with suppliers closing transactions per FTE per annum • Boosting net profits by up to 11% with • Averaging 2-Day per month to • Slashing cost per invoice to $1.30 working capital improvements reconcile/close the intercompany • Averaging 1.6 days delinquent on accounts • Achieving a 94% first time match rate customer improvements • Hitting a 25% or more reduction in audit • Hitting 95% payment on time fees • Achieving 90% account reconciliation • Reducing PO processing time to less than rate • Achieving over 50% of key controls that 5 minutes are automated and less than 1% • Slashing dispute resolution cycle time by • Reducing total payment cycle time to 50% operating with deficiencies less than 10 days. • Averaging 4 calendar days to submit GL • Achieving 99% and above EDI penetration via electronic invoicing balances for consolidation • Achieving an 80% yield in end-to-end • 40.9% of record-to-report FTEs in shared cash application process. services. Development of People Overall Finance • 100% of allocated finance training days utilized • 0.333 separate instances of financial applications per seperate • Less than 5% finance employee turnover finance function • 31.5% of overall finance function FTEs in shared services. • Averaging 600 accounts per chart of accounts • 0.147 separate chart of accounts per business unit . If you would like to be part of a metrics or benchmarking comparison before you arrive please take advantage of our exclusive SSON offer and contact Regina Antony at Regina.Antony@proservartner.co.uk NEW Managed Certification® and Online Learning Program The Shared Services & Outsourcing Network (SSON) is pleased to announce the launch of our NEW Managed Certification® and Online Learning Program for global Shared Services & Sourcing Professionals - providing process-specific training and skills management to the business services community at large. This program fills a much-needed gap in the skill level of the current shared services talent pool. Given the trend of staff entering shared services from what is generally a purely functional background, many are finding themselves not well-equipped to provide the value-adding, customer-centric services required by today’s ever more savvy business customers. Visit www.ssonetwork.com/training Register for the next live demonstration by emailing enquire@ssonetwork.com In designing this program, SSON has researched skills requirements and core competencies across a range of functions and industries. We have taken advice from some of the leading practitioners in the global marketplace, and are delighted to offer a comprehensive, monitored online program. Managed Certification® and Online Learning Program at a Glance • The certification covers 10 areas our advisory board and members have identified as core skills or competencies • Each competency will contain approximately 10 modules (including a shared services focus as well as a module with an outsourcing focus) • Certification is valid for two years from date of certification. • Successful completion of all e-learning modules in a given competency lead to a final on-line examination. A pass rate of 80% applies to all tests. • Certification points are also awarded for professional credentials, shown through years of experience, formal education, visibility through presentations/white papers, etc. 9
- 10. Don't forget tovisit Agenda-At-A-Glance www.sharedservicesweek.com for agenda updates Day One Main Conference | Tuesday, March 1, 2011 11:30 Registration & Coffee in the Exhibit Hall 3:30 SSON Delivers Brand New Structured Networking Out Chief Networking Officer (CNO) is here to champion and facilitate 1:00 Welcome Remarks Naomi Secor, Global Program Director, SSON the networking element of your conference. Here you will learn the core 1:10 Chairman’s Opening Sam Poston, SVP, ScottMadden principles of meaningful networking and participate in your first of four 1:20 SSON Global State of the Union: The Unveiling Of An Industry exercises designed to build trust and flexibility in all your encounters. First Report Complied Strictly from Buy Side Voices Networking Exercise One: Real Relationships Based on People Styles 1:50 SSON Editor-at-Large Annual Forecast: How did we do? Testing the predictions made by SSON's Editor-at-Large Rakesh Sangani 4:15 Afternoon Networking & Refreshment Break in the Exhibit Hall in Orlando 2010 - how did we do? Plus: 5 BIG predictions for your year ***Peeriosity Meetup Group Begins*** ahead in 2011 from one of the industry's most accurate barometers. 5:00 The Great Debate: In-house vs. Outsource. Why? 2:00 Challenging Times Pose Unique Opportunities for Shared Services Why are we still asking the question after almost 20 years of shared As the United States and other countries continue to struggle with 9.6% services and outsourcing implementation? Perhaps it is because there unemployment and the specter of slow growth, many companies are have been successes and failures with either route, and making the right hunkering down for protracted and challenging economic times. The decision is not easy. After a number of years of implementation history, Northrop Grumman SSO has not escaped the demands of shrinking once would expect that which sourcing route to pursue would be fairly budgets and the challenges in meeting them, yet it has found a way to routine decision. But with cultural differences, fear of change, the not only survive, but also identify synergies that allow it to thrive and implications of such a shift in business model, and other factors, it’s grow its scope of support. Northrop Grumman will share where they are always an internal debate. Hear from practitioners who have presided on their journey; good progress, substantial lessons learned, a promising over the internal turmoil of the make versus buy decision, and why they future. Their goal remains the same: enhance their value proposition are convinced that they are making the right decision. within the company by providing the best possible service. Moderator: Deborah Kops, SourcingChange Sam Poston, SVP, ScottMadden Panel Members: Mattijs Backx, Head of Global Business Service Centres, JTI Judy McFarland, Vice President HR Shared Services, Northrop Grumman Srini Krishnamurthy, Vice President, MassMutual Rob Austermehle, Assistant Controller – Finance & Accounting Shared 2:45 The Big Picture: Your Top 3 Shared Services Issues Debated Live Services, Campbell Soup From the Peeriosity Community Practitioners worldwide have weighed in using the Peeriosity Shared 5:45 Increasing the Impact of your SSO: Moving From a Local to a Services Week Research Area on some of their top strategic issues. See Global Approach to Shared Services the results of your online collaborative effort and hear from a panel of The majority of companies typically start off with a regional or local SSO your peers as they share their candid perspectives on these key strategic and gradually move towards a global approach. However, the last few issues (1) Captive Shared Services – Key considerations in making years have seen some instances of companies increasing the speed of sourcing decisions (In-source, Outsource, Near-shore, Back-source) (2) transition by moving from fragmented in-country processes to global End-to-End Process Improvement and Evolution – Optimization and the SSOs. During this session we will explore the following; What level of role of Shared Services (3) Cost reduction versus value creation – framing risk do you face when moving directly from a local or regional, to a the conversation on Shared Services. global SSO; Which locations work for global SSOs? How do you ensure Moderator: Ira Fialkow, SVP Member Services, Peeriosity your target operating model is aligned to your company vision? Panel Members: John Gayda, Senior Director, Financial Shared Services, Mark Johnson, Vice President Enterprise Shared Services, Kraft Foods Kellogg’s 6:30 Welcome Poolside Reception Mark Kingman, SVP, Disney Worldwide Shared Services 7:30 Private Dinner Sponsored by: Ed Martinez, VP Shared Services, Arby’s/Wendy’s Day Two Main Conference | Wednesday, March 2, 2011 7:00 Private Breakfast Sponsored by: models, what role will shared services play in this new, volatile, uncertain economic environment? Clearly, speed, flexibility, scalability, are the new 7:15 Registration & Coffee in the Exhibit Hall benchmarks for success, there’s no getting around needing to “do more 8:00 Welcome Remarks Naomi Secor, Global Program Director, SSON with less”. Shared services is fast becoming an indispensable enabler to 8:05 Chairman’s Opening Sam Poston, SVP, ScottMadden strategy realization. In fact, shared services is an operational strategy that meets the mandates of the new economic realities, with companies 8:15 C-Suite Perspectives: On the Future of Shared Services Initiatives leaving no stone unturned in their quest for new revenue sources and Claudia Dill, CEO, Zurich North America Shared Services increased business performance. At times, companies actually decide to Joe Visconti, CTO, Parsons go in to the shared services business process outsourcing market on their 9:00 Panel Discussion: Beyond Efficiency, Shared Services and own, or differentiate their products with services, which will lead to the Outsourcing Enable Business Strategy transformation of entire industries. The new economic realities have caused companies to re-think their Tim Meehan, Group Vice President, Oracle On Demand strategies and business models. As economies emerge, and companies Fernando Rocha, CEO BPO Services, Posadas Ventures, Grupo Posadas and governments re-invent themselves to gain market share, enter new Loren Mahon, Vice President Global Business Services, Oracle markets, gain competitive advantage, streamline operations, accelerate 9:45 Networking Exercise Two: Reputation is in the Eye of the Beholder innovation, improve customer service, and radically alter their business 10:10 Split Plenary Captive Outsourced Improving Customer Satisfaction through Ongoing Measurement & Driving Business Excellence: Leveraging Full Service Providers Improvement The volatile macro-economic conditions that have persisted over the last few years Collecting customer and employee feedback in a shared services operation is mean that the needs of the buyer organizations are also agile. With the emergence essential to its success and sustainability. Knowing your customers’ of the multifunction providers buyers can now depend on one partner to provide all perceptions gives you the power to anticipate rather than react, as well as their requirements. Buyers continue to seek a strategic partner who has domain the power to improve your organization’s bottom line. Managing those expertise in the industry and can provide technology enabled transformation or best perceptions allows you to broaden your role and enables you to sell in class platforms. Strategic partners need deliver in a truly flexible business (pay per additional services. The best shared services implementations include a use) models bundling best in class technology and processes. Coupled with this baseline measurement of customer satisfaction and employee engagement, they will increasingly require to provide business analytics and insights that the as well as recurring surveys that continually track progress. Don’t miss this buyers can leverage to grow the business. Service providers who can put all this important session where you will learn how to measure key aspects of together will command a significant premium in the market. “Everything as a customer satisfaction and how others have used survey results to continually service” will become the norm as buyers seek to experience certainty. improve their operations. VK Raman, Head, Domain BPO Services, Tata Consultancy Services Sam Poston, SVP, ScottMadden Sr, Finance Executive, Fortune 500 Organization 10
- 11. 10:55 Morning Networking & Refreshment Break in the Exhibit Hall (Step Up To Our Genius Bar and enter for a chance to win an Apple iPad -There’s No Question Too Big or Small ***Peeriosity Meetup Group Continues*** 11:40 Stream Sessions & Think/Do Begin IACCM Sessions Running. See page 15 for more details THINK/DO: What is Think/Do? It’s Simple. We realized that just encouraging innovation is not enough. You need to initiate programs that show people they can use creative techniques to come up with new solutions. This year we’re all about interaction and building relationships. Our (Think) sessions stick to the case study/best practice approach we’re used to. Our (Do) sessions encourage interaction with innovative learning styles offered in the following collaborative formats: SOAP BOX Facilitated informal discussion MOVE AND SHAKE Hands -on COLLABORATORY Participants work in small and debate around a particular topic of exercises utilizing templates, groups to solve three complex problems. The key interest. Senior led moderation sets the frameworks, scorecards, mapping findings/solutions from each table are presented context, attendees shape the discussion projects, etc. back to the whole group for a collective discussion. Think Sessions 11:40 – 12:10 PLANNING & LAUNCHING FINANCE TRANSFORMATION HR TRANSFORMATION PROCUREMENT ADVANCED DELIVERY/ BPO EVOLUTION Stream Stream Stream Sponsored by: Sponsored by: Sponsored by: From Orphan to Centers of Excellence: The Transforming HR into a Data is King: What You Finance Evolution: A Champion: Resurrecting Next Step in Value for Strategic Partner through Need to Know for Journey to Rapid Shared Services FSSOs Shared Services Effective Spend Outsourcing & Scope Management Mattijs Backx, Vice President Sarah Glickman, Director Imtiaz Shaikh, VP Americas Pete Mercer, Global Shared & Head of Global Business Finance Transformation & Corp. HR and Operations, Carol Danoff, Vice President, Services, R2R Lead, Molson Centers, JTI Operations, Honeywell Hitachi Data Systems Global Procurement, Mattel Coors Do Sessions 12:15 – 12:45 Six Sigma & The Future of HR BPO: Where in Analyzing the Key Panel Discussion: FAO Operational Financial the World is this Enablers for and the Cloud – Same Efficiency: Governance - What Business? Procurement SS – Old Ideas In a New Package? Implementation Without Happens Next in the Designing Metrics and Separating Myth From Lowell Williams, Executive the Cost Production Platform? KPIs that Stick Reality Director, Global HR Services, James Conomea, VP Shared Theresa Clark, VP Finance EquaTerra Jerker Gunnarsson, Head of Moderator: Frank Casale, Services & QPM, ING Transformation, Trintech Americas Procurement President & CEO, OI Standards & Tools, DHL Joe Hogan, Director, Alsbridge Paul Pinto, Managing Principal, Sylvan VI. Leopoldo Toro, Managing Director & COO, AltiusPAR, a subsidiary of Grupo Posadas 12:45 General Luncheon / 12:45 Private Luncheon Sponsored by: Think Sessions 1:45 –2: 15 Beyond BPO: Combining Globalization: Enabling Employee Relations Procurement’s Role in Outsourcing in Process Efficiency and Pepsico’s Transition to Value Shared Services: The Getting the Most Out of Conjunction with an ERP Cost Savings with Added Services Direct Route to HR Your Shared Services: Implementation Electronic Invoicing Transformation Managing Tail-End Spend Lisa Miller, VP Controller, Clive Corscadden, Head of James Tucker, Global PepsiCo Financial Shared Cara Pawlisch, AVP, Human Benedict DeFelice, Global Finance Transformation, CSC Director Product Marketing, Services Resources, The Hanover Sourcing, UTC Fire & Collaborative Finance Group Security Solutions, Ariba, Inc Charles Aird, Senior Managing Director, PricewaterhouseCoopers Do Sessions 2:20 – 2:50 Everything You Need To Transformational Developing & Effective Supplier Sourcing Risk Know About Getting Started Techniques and Driving the Use of Enablement: Taking the Management: Evolving But Never Dared to Ask Technologies in Shared HR Metrics and KPIs Pain Out of Procurement Practice, Heightened Services Requirements Panel Moderator: Mary Rumley, HR Operations Phil Searle, CEO & Founder, Jim Arnold, President & CEO, Manager, Volvo Business Facilitators: Chazey Partners Apex Analytix Services Srini Krishnamurthy, Vice President, Mass Mutual Panel Members: Mark Umlauf, Senior Manager Nanette Hilley, SVP Global Financial Services, Enterprise Fraud & Data American Axle & Assurance, SunTrust Banks Manufacturing Alfredo Gatto, Vice President & General Manager, Hearst Service Center Glenn Ramoreras, Information Technology Applications Lead, Cemex To Register Contact Sean 416-597-4740 or sean.hundt@iqpc.com 11
- 12. Agenda-At-A-Glance continued... 2:50 Afternoon Networking & Refreshment Break in the Exhibit Hall ***Peeriosity Meetup Group Continues*** 3:35 THE NEW FACE OF G8 -Announcing 2011 G6 Visionaries So here’s how we’ve changed (1) Individuals NOT Companies. This year it’s about the unique personalities and their voices, not about companies. You choose the top 6 sell-side industry “gurus” who you believe have personally made a difference in the sourcing community. (2) Neutral Chairmanship From Within the Community: Our newly appointed global chair brings years of shared services and sourcing expertise to the table: nothing gets passed him (3) 6 is the New 8. Conversation is most successful when all voices are heard and ample time is allocated to each answer. We all know bigger is not necessarily better, quality counts. To vote for your G6 panel members visit www.sharedservicesweek.com/G6Orlandovotes 4:35 DEMO DRIVES BEGIN (Cash Prizes Awarded During the Cocktail Reception) How Does the Demo Drive Work? We’ve Made It Simple for You 1. Enter the exhibit hall and pick up your Bingo Card at the registration booth – Without It You Will Not Be Eligible to Enter for the Cash Prize Drawing 2. Take 5 minutes to grab a coffee and choose the 4 booths you will visit during the 40 minutes 3. Bell rings and you move to your first demo of choice. At each booth you will demo a technology/application for 10 minutes each and get your bingo card stamped. Bell rings again and you switch. (Note, you will have time to visit 4 on Wednesday and 4 on Thursday) 4. At the completion of your 4th demo at 5:20 you will hand in your bingo card to an SSON staff member. Remember, In order to be eligible for the cash prizes you need 4 signatures from each demo you attended. 5:25 Research Results: Deloitte’s 2011 Global Shared Services & Outsourcing Survey During this session, you will hear the results of Deloitte’s 2011 Global Shared Services and Offshoring Survey, a biennial study that Deloitte has conducted since 1999. Topics covered will include: Key findings from this survey of shared services and outsourcing executives in the areas of scope, governance, operations, and value; Emerging trends in global shared services and outsourcing organizations; Ways organizations are turning their shared services and outsourcing organizations into strategic assets. Susan Hogan, Principal, Deloitte Consulting LLP 6:10 Shared Services Excellence Awards Ceremony Sponsored By 7:00 Cocktail Reception in the Exhibit Hall 8:00 Awards Celebration Day Three Main Conference | Thursday, March 3, 2011 7:15 Private Breakfast Sponsored By Genpact Joe Spears, eBay Lee Coulter, CEO, Ascension Health 7:30 Registration & Coffee in the Exhibit Hall Your Leading Outsourcing Influencers: 8:15 Chairman’s Recap Bob Cecil, EquaTerra Sam Poston, SVP, ScottMadden Esteban Herrera, HfS Research 8:30 THE AMAZING INDUSTRY HORSE RACE: Live And Interactive Thundering Cliff Justice, KPMG Hooves USA – Buyers, Sellers, Influencers Mark Mayo, TPI It’s time to cut through the industry fluff and hear what’s really going in the Your Leading Outsourcing Providers: outsourcing industry - straight from the Horses mouth! Leading analyst firm, Kevin Campbell, Accenture HfS Research, is staging the ultimate contest of unbridled wits and cunning, by Don Schulman, IBM challenging contestants from the very peaks of the outsourcing industry: those Tiger Tyagarajan, Genpact who buy it, those who provide it… and those who influence it. We’ll discuss the following issues: Why didn’t outsourcing “replace” shared services? Do today’s 9:15 Networking Exercise Three: Relevance organizations really function better once they’ve outsourced key processes? Are 9:35 Value Leakage – An Area of Focus Across O2C and P2P & How to Reduce It today’s organizations getting a lot of innovation from outsourcing – and, if not, Value Leakage is a key area of focus for organizations both on the O2C and P2P can they in the future? What’s all the hype about Cloud computing, and will it side of business. On the sell side because of ineffective contract, non compliance really impact outsourcing and shared services? And where’s this all really going? and inefficient chargeback or deduction management and on the AP buy side due Are we on a race to the bottom, or somewhere else? to duplicate payments, delayed payments penalty and missed early payment Your Host: discounts. During this session you will hear from our experts on how we have Phil Fersht, Chief Executive Officer, HfS Research helped customers in reducing / preventing Value Leakage both on the revenue and cost savings side, specifically in chargeback and accounts payables areas. Your Leading Outsourcing Buyers: Mani Manikandan, Supply Chain Practice Leader, Wipro BPO Jay Desai, NorthernTrust Srini Krishnamurthy, VP MassMutual 10:20 Split Plenary Session Sponsored By Genpact Session Sponsored By WNS Check website for details. Check website for details. 11:05 Morning Networking & Refreshment Break in the Exhibit Hall & Second Chance to Step Up To Our Genius Bar ***Peeriosity Meetup Group Continues*** 11:50 Stream Sessions Begin IACCM Sessions Running. Think Sessions 11:50 – 12:20 See page 15 for more details PLANNING & LAUNCHING FINANCE TRANSFORMATION HR TRANSFORMATION PROCUREMENT ADVANCED DELIVERY/ BPO EVOLUTION Finding A Way to Do It Better: Transforming Global P2P: Driving Value in HR Shared Beyond the Transaction: Optimizing How Shared One Evolving Approach to Linking Systems & Processes Services Through Policy Captive Procurement Services & Outsourcing Can Customer Satisfaction for Total Finance Efficiency Harmonization- It’s All About Enabling the Release of Work Together in Your Change Management Knowledge Based Services Service Delivery Model Danielle Patrias, Head of John Adjami, Senior Director, Customer Services, Coca-Cola Global Finance P2P Systems & Renee Tehi, TPI Director Philip Ideson, Senior Manager, Michael Fraley, Head of Shared Enterprises Processes, Warner Music Group Sue Francisco, TPI Director Ally Financial Services, Everest Group Do Sessions 12:25 – 12:55 PLANNING & LAUNCHING FINANCE TRANSFORMATION HR TRANSFORMATION PROCUREMENT BPO EVOLUTION The Accounts Payable Panel: Closing With A In-Depth Look at How Top Performing The Role of Automation Clinic Confidence: Not Just HRSS Technologies – A SSO’s Are Delivering Benchmarking in for the Sake of Doing It Faster, Discussion Designed for Non- Savings Outsourcing: Sizing Up the Facilitators: But For the Sake of Doing It Techie HR and Service Hybrid Approach Charles Kaplan, Vice President, Richard Hunsinger, Sales Director, Better Delivery Folks! Brainware ePlus Systems, Inc. Joe Hogan, Managing Director, Michael Redard, CPA, Solutions Chris Haver, Senior Director, HR Alsbridge Jonica Preite, VP Shared Services, Consultant, Blackline Systems Shared Services, Giant Eagle UGL-Unicco 12
- 13. 12:55 General Lunch / 12:55 Private Lunch Sponsored by: 1:55 Networking Exercise Four: Results-Oriented 2:15 Split Plenary Expanding and Governing a Global Integrated Service Delivery Model Check the website for session details Scott Furlong, TPI Partner 3:00 Stream Sessions Continue Change Management : Invoice-to-Pay Creating a Talent Pipeline Developing An Integrated Customer Loyalty Your Key to Preventing Transformation: A Case to Manage Global Vision for Shared Services Programs - Superior Failure Study Operations in Procurement: The Link Service Key to Revenue to Greater Financial Growth and Retention Lorenzo Fausto Pedotti, Ob10 and customers Performance Regional Finance Director, Paul Darling, Strategy and Alstom Grid Jonica Preite, VP Shared Planning Manager Qantas Services, UGL – Unicco Frequent Flyer, Qantas Airways Ltd. 3:30 Technology Demo Drives Continue in the Exhibit Hall 4:30 Looking Beyond The Obvious: Creating A Global Corporate That Drives Performance, Building On Process Maturity – A Citigroup Global SSO Case Study Over the last decade, SSOs have increasingly benchmarked themselves against best-in-class practices to become more cost efficient. Strategic resource placement is getting more common than ever and turning into “business as usual”. Today’s SSOs must look beyond the obvious Outsourced efficiency drivers and view the function as a continuum of processes that culminate in reporting – GAAP, regulatory, management or analytics. It has to transform its way of doing business, and deliver value- added services to business partners to remain relevant and competitive. Having a clear strategy of understanding and enhancing process maturity is key to delivering that success. In this session, we will learn how Citigroup’s Global SSO are building on process maturity and creating an optimal service delivery model Arindam Mukhopadhyay, EVP, CITIGROUP SSO 5:15 Prize Drawing & Close of Conference Networking Activity 5:25 Conference Adjourns Workshops & Site Tour | Tuesday, March 1, 2011 7:00 Registration & Coffee 8:00 – 12:00 (Buses Leave at 8:15) Site Tour A: Coca Cola Enterprises A Bill Johnson, VP Global Financial Shared Services, Coca-Cola Enterprises, Inc.; Karen Dobson, Director Financial Support Services, Coca-Cola Enterprises, Inc. Workshops 8:00 – 10:00 | Registration at 7:00 Choose Workshop B, C, D, or E A 360 View of an End-to-End Concept A Pact to Take You to the Fore: Objective Assessment & Transformation of B • Discuss the complexities of an end-to-end concept including organizational structures. D Processes Will a matrix work for you? • Objectively assess the current maturity levels of your processes through a Holistic • Understand where technology integration fits in Framework • Take a guided approach when applying shared services across an entire function, end- • Identify opportunities for Improvement across processes, technology enablers & platforms to-end, managed by a global process owner • Provide with a means to create a road-map for the ideal target state John Douglas, VP, Hess Tata Consultancy Services Shared Services 101: The Fundamentals of Designing, Building and Financial Close & Reconciliation Self Assessments: Putting Better Practices Into C Implementing a SSO E Action • Avoid common mistakes in business case writing • Evaluate the common drivers behind the need for optimization of financial governance • Develop a detailed implementation plan learn how to overcome typical challenges • Understand the components of effective financial close and account reconciliation • Learn best practices for managing a SSO start-up processes Brad DeMent, Partner, ScottMadden • Apply self assessments to your organization to help gauge your position Trey Robinson, Director, ScottMadden Theresa Clark, VP Finance Transformation, Trintech Inc. Workshops 10:15 – 12:15 | Registration at 10:00 Choose Workshop F, G, H, I, J, or K Hands-On Workshop: Staffing Models: A Fundamental Rethinking Change Management F Management Tool I • Benefit from “revolutionary” thinking about change management • Bring your laptops for this hands-on session • Hear about the implications of poor change management Mark Trepanier, Managing Director, Human Resources Advisory, EquaTerra • Discuss the predictability of change Rick Bertheaud, Managing Director, Shared Services, EquaTerra • Learn strategies to “change” change Deborah Kops, Managing Principal, SourcingChange G HR Focus: Lessons Learned from Successful Implementations • Obtain and maintain executive support Best Practice Business Cases for Shared Services and BPO Sourcing Solutions • Prepare customers and stakeholders J • Understand what a “business case” in support of your service delivery solution actually means, and • Overcome resource constraints what role a business case should play Doug Utley, Partner, ScottMadden • Determine the common costs and savings associated with business case justification Courtney Jackson, Director, ScottMadden • Create typical plans and timelines associated with you service delivery solution justification (BU, Tina Krebs, Director, ScottMadden Shared Services and/or Outsourcing) Phil Searle, Co-Founder and CEO, Chazey Partners Performance Management & Measurement: David O’Sullivan, Co-Founder and Managing Director, Europe, Chazey Partners H A Foundation for Excellence Participants • Take a hands-on approach to implementing Next Generation Outsourcing Areas: Proven Approaches to Analyze and Implement best practices for service excellence - featuring should bring their own laptops K This session will provide an overview of growing and emerging areas of BPO: case study exercises and software tools for • Front office BPO including areas such as sales and marketing support which drive top of line revenue practical experience • Industry Specific BPO & Industry Optimized BPO including health care, pharma, financial services, • Build an integrated framework - techniques and templates for generating energy and manufacturing quick results • Platform BPO including cloud-based approaches to bundle services and technology in a variable cost • Discuss easy implementation tools, including Activity Analysis model that avoids capital investment and Scorecards, for a complete topdown/ bottom up approach Bill Huber, TPI Director Main conference Kickoff at 1:00 SHARP. Andrew Muras, Senior Manager, BAE SYSTEMS Sue Danino, TPI Director Please proceed to registration directly after the workshop ends To Register Contact Sean Hundt 416-597-4740 or sean.hundt@iqpc.com 13
- 14. Blue Sky LeadershipForum Where today’s shared services and sourcing vision become tomorrow’s reality Six years ago, SSON launched the Blue Sky Innovation Room to tackle challenges unique to only the most advanced SSOs. With changing times presenting new challenges for these true centers of excellence, SSON continues to revamp this exclusive room to specifically address today’s most pressing issues for the most mature programs. For Mature Buy Side Discussion So what’s Changed? www.sharedservicesweek.com/BlueSky 100% Relevant and at your Level: More Exclusive & Extended Access Criteria. First and foremost, the 2010 Blue Sky Leadership Forum will heighten the level of industry experience and scope. In line with the increasing maturity of SSOs and in addition to the prerequisite 5+ years strategy and delivery experience necessary for membership, you must Bob Cecil now also satisfy at least 3 of the following criteria: • SSO organization size: 100+ seats (Captive or Outsourced) Executive Director, Business & • Scope of activity: More than pure transactional or multifunctional Financial Processes Advisory, Global responsibility • Scope of customer base: Multinational EquaTerra • Current practitioner in SS/Sourcing. How do I get Involved? “Blue Sky is a unique platform for industry-wide Due to the exclusive nature of the Blue Sky Leadership Forum, there are thought leadership. As luminaries in the space, the a limited number of seats available in the Blue Sky Room, issued on a first-come, first- serve basis after meeting the aforementioned criteria. participants help to establish guiding principles and When registering, please be sure to indicate that you would like to be considered. Contact naomi.secor@iqpc.com for more information. benchmarks for others to follow.” 2011 Blue Sky Agenda Wednesday, March 2, 2011 11:40 – 12:45 Shared Services & Sourcing As an Asset in Supporting Innovation & Growth Shared services have long been seen as a supporting unit for the rest of the • How do you re-define shared services from a transaction focus to a front- business with limited impact outside of the bottom line. With core transaction line innovator? processing moving to external service providers, what is the face of shared • What are the success factors that ss can adopt to increase innovation? services as a business partner today? • How does shared services support innovation and growth? Facilitator: • How do SSOs innovate to impact the balance of the enterprise? Rick Arpin, SVP – Corporate Controller, MGM Mirage 1:45 – 2:50 Working Capital Optimization The imperative handed down from the executive suite is to save costs where • Working with your BPO providers to drive improvements (For both AR and AP) possible, and optimize working capital. Limited by corporate reluctance to • Managing the upfront cost inhibitor: Achieving process efficiency increases spend on internal investments, SSOs are pushing the envelope by building without heavy investment in administration or systems positive relationships with their clients and scrutinizing their sourcing practices. Facilitators: What are the next best practices to leveraging ss and sourcing as an enabler Jeffrey Jacobson, Vice President, Global Shared Services, Pitney Bowes for greater working capital efficiency? Lynne Degand, Director Manufacturing, Accounting & Domestic Shared Services, Gardner Denver Thursday, March 3, 2011 11:50 – 12:50 The “New Normal” for Shared Services & Sourcing – Likely Scenarios that will Deliver Ongoing Business Value • Innovate: Continuous innovation leveraging process, technology and assessing strategies to continue with shared services or take this opportunity to analytics capabilities to deliver business value shape up for the future by unlocking value through structured deals involving • Collaborate: There are opportunities for SSCs to collaborate in select asset sale to BPO service providers processes/functions to improve efficiency and effectiveness as they Facilitators: compete for business and talent with an outsourcing services partner Mattijs Backx, Vice President & Head of Global Business Centers, • Outsource: Several SSOs are having a harder look at why they would want to JTI – Japan Tobacco International retain certain processes/services in-house when compared to the advantages Graham Russell, VP Transaction Processing, AstraZeneca of economies of scope and scale which a third party outsourcing services Arindam Mukhopadhyay, EVP, CitigroupSSO provider could bring to the table Scott Lacy, Director HR Operations, International Paper • Captive/Asset Commercialization Debate: Many of the businesses are re- Joe Spears, eBay 2:55 – 3:35 Sourcing Governance & Change Management • Understand the latest in outsourcing trends and examine the factors which • Develop a framework for optimization – a holistic assessment of the are increasing the complexity of achieving optimal value from each organization, business processes, currency of agreements and contract relationship terms and conditions • Structure your governance operating model for best results – governing Facilitator: offshore services and providers and determining the optimal level of John Douglas, VP, Hess Corporation investment you need to consider after contract signing 14
- 15. IACCM Agenda Partnering for Performance Sessions Run on Wednesday, March 2 & Thursday, March 3, 2011 In today's volatile markets, organizations increasingly depend on forming more agile, flexible supplier relationships. IACCM is the world's leading authority on the 2011 Speaker Faculty: tools and methods that ensure successful relationships. Top practitioners and experts will share their experiences and insights on current ' best practice'. Craig Guarente VP, Global Contracts Conference Topics Oracle Corporation (For the complete agenda, timing of activity and updates, please visit Claude Marais www.sharedservicesweek.com or www.iaccm.com) Client Executive, Head of Managed • Challenges of dealing with economic volatility – impacts on contracting Services practices and models TPI • The effect on performance and behavior of continuous price pressure Kate Vitasek • Balancing quality and performance Author of Vested Outsourcing • Contract term and exit strategies • Financial modeling for complex services Margaret Smith • The role and importance of post-award contract and relationship Executive Director Worldwide management Contracts • Supplier selection criteria: what should they be? Accenture • Global markets: are they different, or are differences disappearing? Daniel Mahlebashian • Liabilities and indemnities – what makes sense? Global Head of Indirect Procurement • Economics and contracting: have we lost sight of the real purpose? General Motors • Data security • Software assurance and cyber-security Tim Cummins CEO • Reputation Risk IACCM • Cloud computing – where next? • Changing role of the CIO: managing supplier networks Katherine Kawamoto • When to walk away: the signals of a bad deal or a bad customer Vice President of Research & Advisory • Penalty or incentive-based contracting: getting the balance right Services IACCM • The role and influence of third party advisers Craig Silliman Senior Vice President & General Counsel 79% of CEOs identify the complexity of growing Verizon Business & Verizon Telecom 'interconnections and interdependencies' as their Michel Gahard Legal and Corporate Affairs biggest global challenge. The role of contracts Microsoft Corporation and negotiation in ensuring alignment and M.C. McNeill providing governance has never been greater. Vice-President IBM Global Services (IBM / IACCM studies, 2010) To Register Contact Sean Hundt 416-597-4740 or sean.hundt@iqpc.com 15
- 16. Cara Pawlisch "The centralization of employee Q&A with AVP Employee Relations Hanover relations in organizations is the critical lever in the transformation, not only of the HR function, but of the HR profession as a whole." SSON: Cara, what is your role at The Hanover transformation, not only of the HR function, but of believe, we can learn a lot from our colleagues in Group Insurance? the HR profession as a whole. Moving ER and ITO and Finance outsourcing with regards to BPO, CP: I am currently the AVP, Human Resources with other “workplace issues” out of the realm of the vendor management and innovative/flexible responsibility for shared services in Employee HR Business Partner and into the hands of high- resourcing models. Relations and HR Generalist support. I was hired by level specialists in a centralized and optimized The Hanover in November 2009 to design, build, function will allow Business Partners to move into SSON: What are your predictions on “global and implement a “frontline HR generalist” shared high-impact arenas, while mitigating risk for the sourcing” for 2011? services function, and have since integrated organization in an increasingly-complex legal and CP: I believe that international companies will training delivery, as well. The Hanover is an regulatory environment (I prefer the term “high- continue to explore opportunities and ways to innovative, high-growth specialty insurer with a impact” work over “strategic” work as we seem to apply the HR shared services model in the good deal of M&A activity and a progressive HR be struggling with defining “strategic work” in the international arena, and those that have ER shared model - so it is an exciting time for myself and for HR profession!). services will continue to work to “crack the code” the company! on delivering ER shared services internationally. I SSON: What do you see as your next believe that HR functions are struggling with the SSON: Where do you see opportunities for challenge? HR outsourcing market and fluctuations in your role, looking forward? CP: The next horizon for HR and ER shared services providers, and will continue to be conservative on CP: I believe that the centralization of employee will be translating the HR shared services model for that front. relations in organizations is the critical lever in the application in the international arena, and here, I Meet Your Chief Networking Officer (CNO), Doug Spence Business Coach. Performance Management Expert. Relationships Guru. Evolving From Conference to Community. You told us that one of the main reasons you attend the SSOW is to elevate your professional relationships. You told us more Structured Networking is needed in order for you to build lasting connections with a bigger slice of the audience. Business card swipes and coffee break time would no longer cut it. We agree. Never to proud to admit we’re not the experts on everything, we held up on this one and called in external help to deliver on our promise to you of 20% more networking. That's 20% MORE of your time onsite dedicated to participating in effective, tailored networking exercises with the WHOLE delegation. We've taken the hard work out of it - all you have to do is turn up and join in and we'll help you turn strangers to acquaintances, and acquaintances to friends. We know one man who can turn this networking opportunity in a reality for over 800 people. Meet your Chief Networking Officer, Doug Spence. SSON: What is the best piece of advice you SSON: Any embarrassing moments? SSON: What are the worst parts of your job? have ever been given? DS: I grounded my yacht on a sandbank in the DS: Admin and Airports! DS: Treat everybody you meet as a V.I.P. middle of the Solent sea, however I felt better when the very next day the captain of the QE2 did SSON: What stands out from among the work SSON: What is the most exciting thing you exactly the same thing!! you do with Sports Personalities? have done recently? DS: Being part of the support group of a winning DS: Being part of a Formula One pit stop team SSON: Who is one of the more interesting Ryder Cup Team! people you have met? DS: A bodyguard to Her Majesty the Queen. Peeriosity Peeriosity is a confidential network of leading companies from across the world committed to collaborating openly with each other in a completely secure environment with interactions free of consultants and vendors. Leveraging state-of-the-art technology and professional facilitation, members interact via advanced networking methods, iPolling, and monthly webcasts featuring actual peer experience; with online access to member shared documents, vendor contributed documents and case studies, and high level benchmarking surveys. 16
- 17. 2011 G6 Visionaries& SSON Excellence Awards 2011 North American Shared Services THE NEW FACE OF G8 Excellence Awards (6 is the New 8 – The Voices You Introducing the All New & Improved Categories for the Chose, from the People you Want) 2011 SSON Awards: Straight from the horse’s mouth: a shift from company voice to individual personality adds weight and allows a franker • Excellence in Customer Service discussion. • Excellence in Culture Creation • Excellence in People & Communication While our mission stays the same - providing an unbiased platform • Excellence in Value Creation to counter end-user cynicism and confusion concerning the growing • Excellence in Improvement & Innovation complexity of sourcing models and solutions - thanks to your feedback, we have made some positive changes. Important Information Regarding Changes to your Awards Program: What we heard from you was that we should move away from everyone “voting in” their preferred suppliers and towards a more While our mission stays the same, to honor, recognize and promote both captive professional “nomination” system. And we heard that “G8” were a and outsourced SSOs that demonstrate winning practices, we want to make it few “G’s” too many – so we’ve reduced the group to six. G6 is now easier for you to enter. Everyone is encouraged to apply regardless of age, size, the new, improved G8. All of the fire and brilliant insight – less of shape and model. the noise. 1. Introducing the “Excellence In” Series. We’ve crafted 5 new categories So here’s how we’ve changed: around the core competencies of shared services and outsourcing. We are no 1. Individuals NOT Companies. longer asking you to claim your SSO as “best,” but rather enter into the category This year it’s about the unique personalities and their voices, not in which you excel beyond the normal. about companies. You choose the top 6 sell-side industry “gurus” who you believe have personally made a difference in the sourcing 2. Awards Activity Onsite: An All Inclusive Celebration. This year’s awards community. ceremony has been worked into the main agenda of the 2011 SSOW program. 2. Neutral Chairmanship from within the Community: At the conclusion of the sessions on Wednesday, March 2, the Awards Ceremony Our newly appointed global chair brings years of shared services and will begin in the main plenary room. Our judging faculty will recognize each of the sourcing expertise to the table: nothing gets missed. shortlisted candidates for their achievements “in excellence.” This ceremony is 3. 6 is the New 8. followed by our cocktail hour in the exhibit hall, followed by an evening BBQ for Conversation is most successful when all voices are heard and ample all attendees, followed by the announcement of our 2011 award winners. time is allocated to each answer. We all know bigger is not necessarily better. It’s quality that counts. Announcing the Brand New Personal Contribution to the Industry Award. No longer will our judging faculty choose between a list of applicants for this Get Ready. The questions asked are provocative enough to rival individual achievement award. This year it’s about the People’s Choice. You decide those usually saved for coffee breaks, and the answers are, too - whose worthy of receiving this honorable award. Vote online at now that the G6 members can use their own voice. www.sharedservicesweek.com SSOW 2011 will be held at: About SSON Uniting Practitioners, Providers and Advisors. The Shared Services & Outsourcing The Peabody Network (SSON) - www.ssonetwork.com is the largest and most established 9801 International Drive community of over 25,000 shared services and outsourcing professionals. We provide the roof under Orlando, FL 32819 which key industry experts and organisations share their experience, knowledge and tools, and your Tel: 1-407-352-4000 practitioner peers connect with other all over the world, face to face and online. SSON focuses on developing its members through providing training, tools, and networking opportunities. Our staff www.peabodyorlando.com works from international offi ces in New York, London, Singapore, Sydney, Johannesburg, Berlin and *SSON has negotiated a special room rate of Dubai to research current trends and developments in shared services. $222++. You must mention "SSOW Conference" Visit www.ssonetwork.com to find out more about membership. to benefit from this preferred rate, when confirming your reservation. About SSON's Global SSON 2011 Calendar of Events A Convenient Setting directly across from Series of Events • 11th Annual European Shared Services the The Orange County Convention Center... We present six large scale, leading edge & Outsourcing Week • Only 15 minutes from downtown Orlando, FL industry events across four continents, namely; May 9-11, 2011, The RAI, Amsterdam, • A short drive to Walt Disney World, Sea World, and North America, Europe, Asia and Australasia. Netherlands, www.ssoweek.com Universal Orlando Resort® From our annual flagship Shared Services • 14th Annual Australasian Shared • Just 15 minutes to Week's to our new, rebranded Finance Services & Outsourcing Week Orlando International Transformation events (previously ‘Shared April, 11-14, 2011, Palladium at Crown, Airport (MCO). Services Summits’), there is no other face-to- Southbank, Melbourne, face platform that covers the global shared www.sharedservicesweek.com.au services and outsourcing marketplace like we • 14th Annual Asian Shared Services & do. Be inspired. Learn from the experts. Outsourcing Week Get connected. September 2011, www.ssweekasia.com To Register Contact Sean 416-597-4740 or sean.hundt@iqpc.com 17
- 18. 2011 Sponsors &Exhibitors Oracle On Demand through process standardization, process simplification WNS North America, Inc www.oracle.com and process optimization. www.wns.com Oracle's business is information—how to manage it, use it, WNS is a leading global business process outsourcing share it, protect it. For nearly three decades, Oracle, the Genpact company. Deep industry and business process knowledge, world's largest enterprise software company, has provided www.genpact.com a partnership approach, comprehensive service offerings the software and services that let organizations streamline Genpact is a global leader in business process and and a proven track record enables WNS to deliver business business processes and gain the business insights necessary technology management, offering a broad portfolio of value to the world’s leading companies. WNS is passionate to achieve operational excellence. enterprise and industry-specific services. The company about building a market leading company valued by our manages over 4,000 processes for more than 400 clients client, employees, business partners, investors and ScottMadden, Inc worldwide. Putting process in the forefront, Genpact communities. www.scottmadden.com couples its deep process knowledge and insights with ScottMadden, Inc. is a leading management consulting focused IT capabilities, targeted analytics and pragmatic Alsbridge firm specializing in shared services, outsourcing advisory reengineering to deliver comprehensive solutions for www.alsbridge.com services, and the energy industry. ScottMadden began to clients. Lean and Six Sigma are an integral part of Alsbridge is an award winning global advisory firm, develop its shared services practice in 1994. Since that Genpact’s culture and Genpact views the management providing unbiased advice and assistance on shared time, we have helped many clients with the design, of business processes as a science. Genpact has services, outsourcing, and offshoring. The Alsbridge team implementation, and operation of shared services within developed Smart Enterprise Processes (SEPSM), a brings extensive vertical industry expertise and a practical their organizations. Our experience spans the spectrum of groundbreaking, rigorously scientific methodology for knowledge of all areas within F&A, IT and BPO. The firm's potential shared services functions, and we have deep managing business processes, which focuses on proven methodology incorporates proprietary collaborative functional expertise in HR, IT, supply chain, finance and optimizing process effectiveness in addition to efficiency sessions, bringing together executive teams from both the accounting, and real estate and facilities. We have to deliver superior business outcomes. Services are client and the provider in an environment that fosters performed significant shared services work in a wide variety seamlessly delivered from a global network of centers to success. Alsbridge supports its recommendations and of industries, from entertainment to energy to high tech. meet a client’s business objectives, cultural and language assistance through significant investments in proprietary Our approach to the creation of shared services is to help needs and cost reduction goals. benchmarking and ongoing research within the industry. our clients build a "business within the business." We believe that the shared services business should operate Trintech, Inc. PwC just like any other business within the corporation - with a www.trintech.com raising revenue reducing risk www.pwc.com business plan, a scorecard for performance, incentives for Trintech, Inc. (NASDAQ: TTPA) is a global software, PricewaterhouseCoopers provides industry- performance, and consequences for non-performance. technology services, and hosted application services focused assurance, tax and advisory services to build public company specializing in transaction verification, trust and enhance value for its clients and their TPI reconciliation, process management and compliance. stakeholders. More than 154,000 people in 153 countries www.tpi.net Trintech provides solutions for automating and analyzing across our network share their thinking, experience and TPI, as an independent, trusted advisor, provides account reconciliation and certification processes to realistic and proven sourcing solutions. We have ensure enterprise-wide compliance with internal solutions to develop fresh perspectives and practical advice. helped hundreds of clients streamline complex operations, business controls and Sarbanes-Oxley requirements. "PwC" refers to PricewaterhouseCoopers, a Delaware reduce the cost of support functions and achieve limited liability partnership, which is a member firm of sustainable service improvements. The hard-earned lessons Capgemini PricewaterhouseCoopers International Limited, each that have forged our sourcing method ensure that we www.capgemini.com member firm of which is a separate and independent legal provide a robust and impartial approach. Founded in 1989, Capgemini, one of the world's foremost providers of entity. TPI is the world’s largest and most established sourcing Consulting, Technology and Outsourcing services, advisor. Voted Top Full Service Outsourcing Advisor by The enables its clients to transform and perform through The American Express Company Black Book of Outsourcing in 2009 for the second technologies. Capgemini provides its clients with insights www.americanexpress.com consecutive year, TPI is the leader by every measure in and capabilities that boost their freedom to achieve The American Express Company is a diversified providing trusted industry knowledge to implement superior results through a unique way of working, which worldwide travel, financial and network services company substantial and sustainable improvements in support it calls the “Collaborative Business Experience”. founded in 1850. Through its Global Corporate Services operations through the best combination of outsourcing, Capgemini employs more than 80,000 people group, American Express provides expense management offshoring, shared services and internal service worldwide and reported 2006 global revenues of 7.7 services to more than 100,000 firms worldwide. It is both optimization. billion Euros. More information about our services, the leading issuer of commercial cards and the largest offices and research is available at www.capgemini.com. corporate travel management company in the world, Tata Consultancy Services serving nearly 70 percent of the Fortune 500, along with www.tcs.com Deloitte tens of thousands of mid-sized companies. Tata Consultancy Services (TCS) is an www.deloitte.com IT services, business solutions and outsourcing organization Deloitte's Comprehensive Shared Services & Outsourcing J.P Morgan that delivers real results to global businesses, ensuring a advisory practice, with over 3,000 experienced Services www.jpmchase.com level of certainty no other firm can match. TCS offers a professionals across the globe, leverages multifunctional J.P. Morgan helps clients by collaborating on strategies to consulting-led, integrated portfolio of Global Network capabilities to help companies transform and/or optimize efficiently manage their working capital and minimize risk. Delivery™ Model, recognized as the benchmark of their approach to service delivery. Our holistic approach As one of the most trusted global treasury services excellence. brings the full array of functional (Finance, HR, Real providers, J.P. Morgan offers a complete suite of capabilities TCS is unique in its ability to deliver customer value beyond Estate, IT, Tax, Controls, etc.) and industry experience and solutions, delivering distinctive service to clients while SG&A helping customers not only reduce their cost of required to assist you in optimizing or transforming your focusing on long-term relationships. J.P. Morgan offers our revenue (COGS) but also identify new revenue streams. global service delivery model. From the consolidating clients a holistic approach to meet payables, receivables, TCS partners with customers to generate business value common back-office activities across individual business trade, investment and liquidity needs. through delivery excellence, risk management, accelerated units to global expansion and exploring outsourcing and co-transformation and through innovative models such as offshoring strategies, our practitioners are committed to ® BancTec Platform BPO which delivers process as a service. helping you enhance your performance - while keeping www.banctec.com costs down and your customers satisfied. Deloitte BancTec, a global provider of advanced, high volume WIPRO LTD provides audit, tax, consulting, and financial advisory document and payment processing solutions, helps clients www.wipro.com services to public and private clients spanning multiple around the world simplify the process of managing The world's first PCCM Level 5 and SEI CMM industries. With a globally connected network of information. BancTec’s solutions and services address client Level 5 certified IT Services company, Wipro member firms in more than 140 countries, Deloitte needs in the areas of medical billing, receivables and Limited is today is a USD 6.04 billion (FY 09-10) diversified brings world-class capabilities and deep local experience, payables processing, correspondence and forms global business conglomerate with a profitable presence in knowledge and skills to help clients achieve their processing. niche market segments of IT Solutions and Services, objectives wherever they operate. Deloitte's more than Consumer Products, Lighting, Furniture, Ecology and 168,000 professionals are committed to becoming the Brainware Energy Management, Water Treatment and Hydraulics. standard of excellence. Our consultants bring unique www.brainware.com Wipro BPO, the Business Process Outsourcing service line of insight and knowledge to the table. And we develop Brainware's Intelligent Data Capture Wipro Technologies, offers customized service offerings innovative strategies and solutions to achieve the desired solutions automatically extract and process data from any translating into the most flexible and cost effective services results. What's more, we help execute the plan - kind of document. Our uniquely template-free approach of the highest quality for our customers across CRM, back because we believe that's the only way to create real means faster and more accurate processing of critical line office transaction processing, industry-specific solutions and and lasting value. In short, we're business consultants item information to SAP, Oracle, or other enterprise BPO Consulting. The integrated solution approach and uniquely committed to the entire process.To learn more, systems - all while decreasing your manual data entry by support in continuous improvement and business please visit 60-80%! The increases in productivity and decreases in transformation provides enhanced value to the customers www.deloitte.com/us/servicedeliverytransformation operating expenses will have a profound effect on your over the entire relationship lifecycle in a phased manner bottom line. To Register contact Sean 416-597-4740 sean.hundt@iqpc.com18
- 19. Sponsorship Opportunities To find out how we can help drive your business strategy planning in 2011 and beyond, call our sponsorship team now on 212-885-2730, or email anil.persaud@iqpc.com. You can also download the 2011 sponsor prospectus at www.sharedservicesweek.com/sponsor OB10 of Balance Sheet Account Reconciliation solutions. An 170 Systems/Kofax www.ob10.com experienced provider of enterprise solutions to Fortune 500 www.kofax.com As the leading global B2B e-Invoicing network, OB10 companies and financial institutions, BlackLine provides Kofax is the leading provider of document driven business simplifies and streamlines A/P invoice processes for significant quick-to-implement, scaleable, and easy-to-use applications process automation solutions. For more than 20 years, cost savings and operational efficiency. By enabling that help improve the financial controls for companies of all Kofax has provided award winning solutions that companies to receive invoices electronically from suppliers, sizes. streamline the flow of information throughout an OB10 eliminates manual scanning and data entry and enables organization by managing the capture, transformation and dramatic process improvements, maximizing companies’ Business Strategy exchange of business critical information arising in paper, control over cash flow. By allowing suppliers to submit www.businessstrategy.com fax and electronic formats in a more accurate, timely and invoices in any electronic format for delivery to client Since 1992, Business Strategy's proven methodology & cost effective manner. These solutions provide a rapid companies in their desired format, combined with unrivaled industry expertise have been the foundation of our unique return on investment to thousands of customers in financial supplier enrollment support, OB10 helps clients realize the services that are simply focused on process enhancement & services, government, business process outsourcing, benefits of e-Invoicing quickly for ROI under one year. OB10 cost reduction in P2P, Enterprise Content Management & healthcare, supply chain and other markets. Kofax delivers customers include HP, Apple, Kellogg’s, MeadWestVaco, Telecom Account Management. Consider our "Four Way these solutions through its own sales and service Mohawk Industries, Motorola, and the U.S. Department of Match" P2P Risk Assessment Process – From Contract to organizations, and a global network of more than 1000 Veterans Affairs. Disbursement and Beyond! authorized blurbs in more than 60 countries throughout the Americas, EMEA and Asia Pacific. For more APEX Analytix Corridor information, visit www.kofax.com. www.apexanalytix.com www.corridorconsulting.com APEX Analytix serves global shared services with Corridor is The Global Leader in SharePoint Data Dimensions recovery audit services and technology solutions that prevent, based Contract Management (CM) solutions. With www.datadimensions.com detect, and rapidly recovery overpayments; support SharePoint's unparalleled acceptance at organizations Data Dimensions Corporation empowers organizations to compliance, mitigate risk, and provide insight into accounts around the world, it is an ideal environment for contract effectively manage their documents and competitive payable, purchasing and the procure to pay process. The management. Typically, ¼ to ½ the price of dedicated CM intelligence. At Data Dimensions, we are experts who solely company has over 40 software installations - more than any solutions, the Corridor SharePoint Business Application focus on your individual needs and challenges in today's ever- provider of A/P recovery audit services and prevention meets over 85% of standard requirements across the changing markets. We build on your strengths while software. The software has prevented more than $1 billion in contract life cycle. Visit us in the Exhibit Hall and see why so improving, re-designing, or aligning your processes to overpayments. APEX Analytix serves more than 30 of the many companies have selected Corridor as their Strategic overcome challenges. Our flexible and innovative solutions are Fortune 100 and has 110 active software and service clients. Contract blurb for their Contract Management designed to assist you in as many or as few areas as needed, Requirements. and are modeled to expand as your business grows and your CSC needs increase. www.csc.com Everest Group CSC is a global leader in providing technology- www.everestgrp.com Newgen enabled solutions and services through three primary lines of www.everestresearchinstitute.com www.newgen.com business. These include Business Solutions and Services, the Everest Group is a global consulting and research Newgen is leader in the Global SSC market. Managed Services Sector and the North American Public firm that comprehensively serves the outsourcing and Clients include 40 of Fortune-500 Corporations and 18 of Top Sector. CSC’s advanced capabilities include system design offshoring market. Everest provides information, insight, and 25 Global BPOs. Newgen has presence in over 35 countries and integration, information technology and business process advice to help buyers, suppliers, and enablers of services and has been delivering best-in-breed solutions since 1992. outsourcing, applications software development, Web and effectively navigate all stages of the sourcing lifecycle. Newgen is credited with lowest TCO and fastest application hosting, mission support and management implementation in the industry. consulting. Headquartered in Falls Church, Va., CSC has Denali Sourcing Services approximately 95,000 employees and reported revenue of www.denaliusa.com/sourcing-services Basware $16.2 billion for the 12 months ended July 2, 2010. Denali Sourcing Services, a division of Denali Group, augments www.basware.com Procurement organizations with highly efficient and effective Basware is the global leader in Enterprise Purchase to Pay ePlus resources to deliver sourcing execution excellence. Denali (EPP) solutions. We offer a comprehensive suite of e-Invoicing, www.eplus.com/supply_management.htm Sourcing Services helps dramatically increase savings and total invoice automation, procurement, travel & expense ePlus Systems delivers advanced supply management spend under management through more, and more efficient, management solutions, and outsourced scan & capture solutions and services to help companies across all industries sourcing projects. Our sourcing execution managed services are services, that work together to meet your specific get the most value from their spend. ePlus Systems provides backed by a team and quality processes driven by continuous requirements. Our solutions are available as licensed, hosted, on-demand and enterprise solutions including eProcurement, improvement from our Center of Excellence. And, Denali and on-demand (SaaS) offerings. We transform manual, catalog content management, spend analytics, and document Sourcing Services is the only technology-agnostic sourcing paper-based purchasing and payables processes into an management solutions to drive cost savings, compliance, and services provider whose sole focus is sourcing execution. automated, digital process that seamlessly integrates with, productivity improvements. Its on-demand solutions for Denali Group collaborates with supply chain and procurement and complements existing accounting and ERP systems such eProcurement and catalog content management received professionals to deliver more value, faster and more efficiently. as Oracle, SAP, Lawson, JDE, PeopleSoft, MS-Dynamics and unqualified SAS 70 Type II examinations for three consecutive Denali Group’s innovative solutions help Fortune 1000 200+ more. Over 1 million users at 1,500 organizations years. companies transform organizational capabilities, improve worldwide depend on Basware solutions to automate execution efficiencies, increase spend under management, and business-critical financial processes. With an ROI of less than 9 EquaTerra accelerate time to savings. months, broad spend / discount management capabilities, www.equaterra.com and extensive input from our users, Basware delivers the most EquaTerra sourcing advisors help clients achieve sustainable Datamark comprehensive e-Invoicing, Invoice Automation and value in their IT and business processes. Our advisors average www.DATAMARK.net Procurement solutions available today. more than 20 years of industry experience and have DATAMARK, Inc. is a global business process outsourcing supported over 2000 transformation and outsourcing projects firm that specializes in advanced, high volume document Connolly Consulting across more than 60 countries. Supporting clients throughout processing and management solutions for Fortune 100 www.connolly-consulting.com the Americas, Europe, and Asia Pacific, we have deep companies in the Banking & Financial, Freight & For over 25 years, Connolly Consulting is the functional knowledge in Finance and Accounting, HR, IT, Transportation, Government, Healthcare, Insurance, recovery audit firm delivering the highest recovery dollars Procurement and other critical business processes. EquaTerra Manufacturing, and Marketing & Fulfillment sectors. Based possible for its clients, who as a result are 97% satisfied and helps clients achieve significant cost savings and process in the United States, DATAMARK employs a workforce of 98% loyal. A privately-held company with double-digit annual improvement with internal transformation, shared services over 2,000 employees to help organizations streamline their revenue growth, Connolly shows excellent financial stability. and outsourcing solutions. www.equaterra.com finance processes to improve efficiency, compliance, and risk The company has over 100 active Fortune 1000 clients. mitigation while enabling end-to-end process Ariba Inc. transformation to support business growth. Chazey Partners www.ariba.com www.chazeypartners.com Ariba, Inc. is the leading provider of collaborative Invest Lithuania Chazey Partners brings together a unique wealth of business commerce solutions enabling more efficient and www.businesslithuania.com expertise and real life experience in implementing and effective buying, selling, and cash management by combining INVEST LITHUANIA is a team of more than operating world class Shared Services Organizations (SSOs) industry-leading software as a service (SaaS) commerce 40 professionals actively working to attract foreign investors across the globe. We pride ourselves in having built, operated technology with the world's largest web-based global trading to Lithuania, as well as to spread the word all around the and turned around some of the world’s most highly community and expert capabilities and services. Learn more at globe about immense business opportunities on the commended and ground breaking Shared Service http://www.ariba.com Lithuanian market. Organizations. Our experience spans numerous Shared Service It is a non-profit organization owned by the Ministry of and Business Process Outsourcing programmes delivered over Blackline Economy of the Republic of Lithuania and the main national the last 20 years. Our functional breadth of experience www.blackline.com institution in charge of attracting foreign investment to includes Finance, HR, IT and Procurement. BlackLine, founded in 2001, pioneered the creation Lithuania. (416) 597-4740 (416)-598-7934 19
- 20. Your customer registrationcode is: 15th Annual North American Shared Services & OUTSOURCING WEEK TM Where the Shared Services and Sourcing World Shapes its Future March 1-3, 2011 | The Peabody Hotel, Orlando, Florida Evolving from Conference to Community *PLUS ask about our pre-xmas, SSON free-trial online accreditation training offer! End-User Non Pay by Dec. Pay by Jan. Pay by Feb. Standard Standard Members Only Pricing 17, 2010 14, 2011 11, 2011 Price Vendors & Outsourcers Pricing Price Main Main Conference Days 1-3 $4,499 Conference Save $1,000 Save $600 Save $300 Days 1-3 SSON $1,999 $2,399 $2,699 $2,999 Site Tour Only $999 members Site Tour Workshop Only $799 save an $799 $799 $799 $799 Only extra Workshop 10%! *Note all prices above include our Entertainments package (Welcome Poolside $599 $599 $599 $599 Reception, Awards ceremony & Cocktail Reception), valued at $199. Only **For full terms & conditions visit our website DELEGATE DETAILS (Please photocopy for each delegate) Salutation / First Name: ............................................................................. Delegate’s signature: ................................................................................. Last Name: ............................................................................................... Date: ......................................................................................................... Job Title:.................................................................................................... Approving Manager’s Name: ..................................................................... Department:.............................................................................................. Email Address:........................................................................................... Company: ................................................................................................ Signature:.................................................................................................. Email: ....................................................................................................... Date: ........................................................................................................ Tel (Office): ................................................................................................ If the invoice is to be addressed for the attention of a different person than the Tel (Mobile):............................................................................................... delegate, please complete the details below: Fax: ................................................. ❑ I agree to IQPC’s payment terms. Salutation / First Name:............................................................................. Address: ................................................................................................... Last Name: .............................................................................................. City & State: .............................................................................................. Email: ...................................................................................................... 10351.005/JW Country & Zip Code:.................................................................................. Tel (Office): ............................................................................................... www.sharedservicesweek.com info@iqpc.com 1-800-882-8684 1-646-378-6025