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Shared Services Week
The Comprehensive Resource for SSOs and SS Professionals
March 30 - April 3, 2008 · Omni Orlando Resort, Orlando, FL


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Main Conference Session

Tuesday, April 1, 2008

Introducing Our New 5th Track

The Blue Sky Innovation Room for Mature SSO’s: Brainstorming Advanced Solutions for Advanced Challenges. Attendance is limited to pre-qualified end-users only.

7:15 Registration And Networking Breakfast

7:15 Private Breakfast

Sponsored by

amex

8:00 Chairperson’s Opening Remarks

Poston Samuel T. Poston
Senior Vice President
ScottMadden, Inc.


8:15 Opening Keynote - The C Level Perspective: Why I Support Shared Services And What The Future Might Hold

The most senior executives of large corporations face challenges from many internal and external fronts. So, what is the role of enterprise-wide shared services in enhancing competitiveness? Is it a lightning rod for interfering with business unit autonomy or a catalyst for critical business insight? Does it facilitate acquisitions and divestitures, or merely make it more difficult to associate resources with individual business operations? We will explore the way that a leading global firm positions its shared services organization across a spectrum of dimensions – through resources, accountabilities, performance metrics, and strategic alignment.

FilippopasseriniFilippo Passerini
CIO
Procter & Gamble
WINNER. 2006 Shared Services Excellence Awards. Leader of the Year

pat-blakePat Blake
Partner
TPI


9:10 Keynote: Shared Services Strategic Plans: The Mechanism To Drive Change, Performance Improvement And Growth In Your Shared Services Organization

Learn how to:

  • Develop and Implement a successful shared service strategic plan Other key points covered
  • A strategic road map is essential for focusing resources and achieving the goals of the shared service organization
  • A strategic process improvement focus will continue to ensure fiscal responsibility for the company
  • A strategic human resource plan will ensure the highest quality people and the right cost, doing the right level of work
Bauer John Bauer
Vice President of Shared Services, Global Business Service, Inc.
WARNER BROTHERS ENTERTAINMENT GROUP
Poston Samuel T. Poston
Senior Vice President
SCOTTMADDEN, INC.

TRACK A: PLANNING AND LAUNCHING YOUR SSO

Chairperson:

Calvin Yee
Director
ARCHSTONE CONSULTING

TRACK B: GLOBALIZED AND MULTIFUNCTIONAL SSOS

Chairperson:

Bob Cecil
Executive Director, Global Operations
EQUATERRA

TRACK C: MEASUREMENT AND PROCESS EXCELLENCE TRACK D: TALENT MANAGEMENT

Chairperson:

John Haworth
Consulting Principal

TRACK E: BLUE SKY INNOVATION ROOM

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

Track Open to Pre-Qualified Attendees Only. Please See Page 2 of the brochure for Details.

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-2007 Craig Ackerman
Vice President
HMSHOST NATIONAL PROCESSING CENTER

Julie-Jenkins Julie Jenkins
Director, Contract Accounting
HMSHOST NATIONAL PROCESSING CENTER

10:45 - 11:30 The Implementation Of Global Shared Services Coupled With ERP Systems

Sun Chemical, the world's largest producer of printing inks and pigments, has an in-house and outsourced hybrid shared service program. This presentation will focus on lessons learned, including what you should and shouldn’t do when operating an SSO that incorporates ERP.

  • What the plan was initially for North America and Europe
  • The pluses and minuses of early implementation – where the plan failed and how it had a ripple effect
  • Things to be aware of when launching shared services and ERP at the same time
  • Additional lessons learned including:
  • The importance of change management
  • Getting the data correct, starting early
  • The standardization of processes
  • Why reasonable scope is important

TKarbowsky Thad Karbowsky
Global Controller Shared Services, PMO Lead, ERP Implementation
SUN CHEMICAL

carrie proffit Carrie Proffit
Operations Manager
SUN CHEMICAL

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

10:45 - 11:30 9 Rules Of Engagement For Creating An Excellent Team Using Behavioral Conveyance

This inspiring session will help you achieve high performance in your shared service center.

  • How your center should operate
  • Integrity in actions
  • Delivering on promises
  • What makes a shared services work
  • Creating an excellent team
  • Changing mindsets and beliefs

Big Bird always asks “why.” Find out how to drive efficiency by always asking why.

Dan Foley
Head of Finance & Accounting Shared Services
MARKS & SPENCER - FINANCE & ACCOUNTING

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

johncomisky John Comisky
Vice President
VERIZON SERVICES OPERATIONS

Moderated by:

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

HNBush---Photo 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”
Pat Bergen
International Paper Director
xpedx National Shared Service Center Division
Claude Hartridge
Capgemini
NA BPO Business Development

11:35 - 12:25 Incorporating Knowledge Based Shared Services

Formed by the merger of Conoco and Phillips Petroleum, ConocoPhillips is the #3 integrated oil and gas company in the U.S. The company’s Systems and Services Group has evolved from a transactional services focus to a model that incorporates extensive knowledgebased services. The ConocoPhillips story will illustrate:

  • Pulling in broader business specific, mission-critical applications into your SSO
  • I.S. functional case study
  • Implications and experiences of other functional groups
  • Integrating the services from multiple disciplines to provide a truly bundled service from the customer perspective
  • Discover how to simultaneously provide enterprise class support and realize cost savings!

Alice Barnett
Manager, Services Model Implementation
CONOCOPHILLIPS

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

11:35 - 12:25 “You Are Only As Good As Those You Are Surrounded By”

All successful Shared Services organizations share one common trait, outstanding talent. The people who make up a Shared Services Center will ultimately determine the level of success a company derives from implementing Shared Services. Veteran leaders understand the importance of attracting, retaining and motivating employees at all levels of a Shared Services organization.

  • Learn how to utilize the talents of those you are surrounded by to achieve the goals of your organization.
  • Learn how to connect everyone’s responsibility to the overall mission of the center
  • Measure and incentivize all levels of the organization
  • Earn the respect, trust and confidence of your peers

dan melchior Dan Melchior
Vice President
SOUTHERN WINES & SPIRITS
And Author of "Shared Services: A Manager’s Journey"

12:25 General Luncheon

Sponsored by

itd hungary

12:25 Private Luncheon

Sponsored by

International Business Wales

1:40 Keynote Presentation: Creating Enterprise Business Value

Find out how to inspire leaders to foster innovation, efficiency and effectiveness. It’s not enough just to fix the immediate problems in a Shared Service environment. It is essential to look at the upstream and downstream processes in order to create enterprise business value. Borrowing experiences from three dozen Fortune 500 clients, Tiger will explain how organizations excel when they empower people at all levels to drive the business forward.

Join us to discuss why:

  • Leadership is all the people up and down the value chain, who impact processes and ultimately the bottom line of your business
  • Shared Services Organizations need both efficiency and effectiveness

Tiger-portrait Tiger Tyagarajan
Executive Vice President
GENPACT


2:30 Keynote Presentation: Making Innovation Happen

The 21st century demands innovation as an imperative to compete. Most shared services leaders focus on productivity and cycle time. They now need to move to make innovation happen.

  • What is innovation and what is it not
  • Why innovation is not as risky as people think
  • Innovation is an end to end process
  • Building blocks of the end to end process on innovation
  • Characteristics of leaders of innovation

Find out why innovation, productivity and cycle time are all needed to create value to the enterprise!

Charan-Ram Dr. Ram Charan
one of the most sought after management consultants in the world
Author of “What The Customer Wants to Know” and “Leadership at all Levels


3:20 Afternoon Networking Break And Book Signing

with Dr Ram CharanLeadership at all Levels

TRACK A TRACK B TRACK C TRACK D TRACK E

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 Achieving Harmony In Global Accounts Payable Shared Services

Rajan will explain the relationship of shared service centers in Costa Rica and Malaysia to the centralized accountability of U.S. policy and control, and the standards of smaller, regional centers around the world. Hear about the techniques and lessons learned, including the importance of managing with data, being sensitive to cultural influences, and actively engaging stakeholders, including:

  • The Global Operating Model
  • Scorecards and Measurement
  • Managing the Transformation
  • Managing the Global Organization

Rajan Mehndiratta
Controller, Global Accounts Payable
INTEL CORPORATION

Introducing Rajan is

Jim Arnold
President
APEX ANALYTIX

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 - 4:50 Building Team Trust Through Effective Leadership And Morale Programs

This presentation will share how Monster Worldwide creates a winning culture of high energy and dedication in an environment of increasing expectations.

Dave will discuss 30-40 motivational programs, guaranteeing that you will hear not one but two innovative ideas which you have not heard of before! The presentation will cover strategies along several dimensions:

  • What costs time, money and takes a toll on the leader?
  • Strategies for creating an energetic environment
  • Strategies for building trust through open communications

Find out how to build rapport with your teams and interject energy into your shared services operation.

david griebl Dave Griebl
VP Shared Services
MONSTER WORLDWIDE
WINNER. 2007 Shared Services Excellence’ Awards Best Use of Technology

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?
Niels Frost Larsen
Manager, Shared Service Centre
Data Scanning A/S
Craig Matuzewiski
Vice President
BancTec

4:55 - 5:40 How A Shared Services Model Adds Value Beyond Transaction Processing

GAP, Inc founded their Shared Service center in 2001. It was enacted primarily as a call center and finance/HR processing center. In 2005, GAP moved to a Global Process Owner (GPO) model, focused on end-toend key processes and how they affect the financial statements. Learn best practices for moving beyond transaction processing to an environment responsible for end to end process management and maintaining a solid financial integrity model in any organization.

  • The GPO model
  • The SOX Process
  • Communication strategy
  • Returning money to business partners

Tonya Patton
Senior Director & GPO Real Estate Processes
GAP, INC.

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

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

Jeff Birch
Cadbury
VP Shared Business Services

4:55 - 5:40 The Future Of Staff Development – Identifying Your Next Leaders

Learn to develop formal documentation so your business can: develop personnel, increase communication and relationship building, decrease its turnover rate, increase the bottom line and set consistent measurement standards.

Find out how to identify future leaders and develop non-management staff to achieve maximum performance and productivity potential for your organization or business.

  • Working with management to identify gaps in impeding productivity
  • Leadership development – identifying your next CFOs and SVPs
  • Enhancing skills to keep up with current trends and challenges
  • Developing and implementing needsbased staff development plans
  • Aligning staff development with yearly performance evaluations

marci goldshlack Marci Goldshlack
Director of Corporate Training
PHILADELPHIA WORKFORCE DEVELOPMENT CORPORATION

5:40 Cocktail Reception

7:00 - 9:00 2008 Shared Service Excellence Awards Dinner & Ceremony

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