10:45 - 11:30 Our First Five Years – Lessons Learned

HMSHost won the award for Best New SSO at the 2004 SSON Excellence Awards just one year after completing the set up of a shared service center in 2003. Discover one company’s recommendations for how to launch and grow your shared service center. Discover the lessons learned and challenges overcome during HMSHost’s first five years running the National Processing Center.

• Gaining budget approval and stretching a limited budget
• Securing management buy-in
• Engaging all associates in growth, change and building the culture for success

Craig Ackerman
Vice President
HMSHOST NATIONAL PROCESSING CENTER

Julie Jenkins
Director, Contract Accounting
HMSHOST NATIONAL PROCESSING CENTER

10:45 - 11:30 Leveraging The Balanced Scorecard For Strategic Planning

Proactive strategic planning is a key component of a forward-thinking shared services organization today. Without proper direction and pre-planning, the fast-paced nature of shared services can result in an uncontrolled, reactive environment. Find out how implementing the Balanced Scorecard concept can better drive your organization’s strategic goals.

• Utilizing the scorecard approach to determine what organizations should measure
• Developing scorecards to measure customer satisfaction, financial performance, service delivery and to invest in your employees
• Establishing three- to five-year strategic goals supported by tactical goals to be accomplished within twelve months

Mr. Richard E. Arbuthnot
Executive Director
NASA SHARED SERVICES CENTER

10:45 - 12:25 SHARED SERVICES ROUNDTABLE DOUBLE SESSION: Moving Beyond The Need For Governance

Shared services should be viewed as an integral entity of the organization that is recognized for its contribution. Shared services should not require separate and specific rules of engagement and accountability.

CASE STUDY – “Governance and Stakeholder Management”

• Stakeholder management from requirements negotiation to communication of performance
• Elements of a rigorous process to track progress towards targets, ensuring alignment and delivery

John Comisky
Vice President
VERIZON SERVICES OPERATIONS

Moderated by:

Dr Leland I. Forst
CEO and Managing Director
THE AMHERST GROUP LIMITED

Holly Newsom Bush
Senior Director
THE AMHERST GROUP LIMITED

Thomas Clinton
Senior Director
THE AMHERST GROUP LIMITED

11:35 - 12:25 Thought Leadership: Planning Your Next Steps A Journey From Shared Services To Next Generation BPO

This presentation will introduce you to best practices in the next generation of BPO. It will include the story of that journey from one of our customers, International Paper and how a maturing relationship has deepened the partnership and extended the services provided to the benefits of Full Scope F&A Outsourcing.

The presentation will address several dimensions of the journey:

• An industry view of Shared Services and BPO and the business rationale for when to switch from one services model to the other & the potential for increased benefits.
• Creating a long range vision. Learn from International Paper’s journey from BPO skeptics to BPO evangelists as the service transformed from a few processes to outsourcing a full scope F&A operation
• Looking forward to 3rd Generation BPO. What are the next steps and next trends to look out for in BPO as 3rd generation of BPO takes hold with greater use of Business Intelligence and Analytics bringing “Business Insight”

11:35 - 12:25 A Pragmatic Approach To Linking End-To-End Processes Through SLA’s

Dialog Telecom will explore:

• How to practically link end-to-end processes with SLAs
• How Process Management works in ISO 9001: 2000
• How Dialog monitors processes
• How to achieve continual improvement with KPIs/ and performance objectives

Srinath Samaranayke
Manager- Quality Systems and Process Improvement
DIALOG TELEKOM PLC

4:05 - 4:50 Leveraging Communication - At All Levels

This presentation will address how effective internal and external communication can help you achieve your shared services goals.

• Gaining executive and customer support
• Managing change through communication
• Creating a level of accountability through transparency of metrics data
• Find out how to align employees with the company’s vision in order to achieve results.

Cheryl Wilson
Shared Services Manager
TIC HOLDINGS, INC

Michele Serine
Shared Services Manager
TIC HOLDINGS, INC

4:05 - 4:50 Integrating Lean Six Sigma Into Your Shared Services

Find out how to use lean six sigma to deliver services cost effectively while meeting client expectations.

• Employing lean six sigma to achieve a more efficient and optimized organization
• Improving quality, reducing cycle time, and enhancing the customer experience

Jerry Calvert
Group Vice President
SUNTRUST BANK

4:05 - 5:40 ROUNDTABLE DOUBLE SESSION: Innovation In Shared Services Compensation And Career Development

Shared Services organizations have different goals and objectives than traditional Functional organizations that remain in the enterprise. As such, Shared Services will require defining new approaches to development which recognize the unique performance and contribution challenges for both individuals and teams operating in and across SSO’s and Functions. Likewise, compensation programs will need to be re-designed to support these development programs and to reflect the true nature of services work performance and contribution.

CASE STUDY – “CFO: Defining Your Team’s Career Path”

• Identifying and Compensating Talent
• Determining the key attributes of a CFO
• Developing succession planning strategies
• Creating competitive compensation plans

David Aiken
CFO
SIEMENS

4:55 - 5:40 Corporate Mailroom – The Next Horizon In Shared Services

Is the corporate mailroom obsolete? The Corporate Mailroom will not be obsolete but the need and functionality will change dramatically over the next few years. What is the trend of electronic mail services?

• What is possible to atomize in a digital work Flow
• How do we gain the benefits of investment in a digitalised Mailroom solutions?

4:55 - 5:40 Conducting Business Process Engineering For Quality Assurance

Effective business process engineering (BPE) assures and can introduce an essential improvement in the overall expectation with necessary alignment in technology, goals, people & resources. An effective business model for quality assurance / performance improvement is also dependent upon the successful design and development of BPE. The presentation shall cover the following areas:

• Challenges in design and development of an effective business processes
• Life cycle of business process
• Best practices and benchmarking techniques for BPE
• Business processes engineering vs Business processes re-engineering (BPE vs. BPR)
• Relationship of business processes and performance improvement model
• Role of BPE in an efficient quality assurance system

Shahid M. Chughtai
Head of Corporate Quality Assurance
WARID TELECOM (Pakistan and International Operations)

Jeff Birch
Cadbury
VP Shared Business Services