9.00 - 9.15 Chairperson’s Opening Address
9.15 - 9.55 Pushing Customer Service Levels Off The Scale: Reaching New Heights Of Customer Delivery
Are your SLAs out of reach or are you actually not far off hitting them? Whether you are way below expectations or within reaching distance of full customer satisfaction, you’ve got to step up to the next level to keep customer faith in your SSC, and so the belief and buy-in of your workforce. With previous experience as Director of Customer Service, Valeria has generated a considerable increase in customer satisfaction over the last two years at Sara Lee. In this session, Valeria will address the new methods she has introduced to maximise customer satisfaction in the evolving Shared Service world to make sure customer satisfaction is growing and the same speed as the Barcelona-based SSO.
Valeria Guitart
Iberia CFO
Sara Lee
9.55 - 10.35 2008 Award Winners Panel Discussion
Gain hot-off-the-press insights in what it takes to be a winner by hearing first-hand from the new 2008 Shared Services Excellence Awards winners!
 These are the Award Winners from 2007 – will it be you in 2008?
10.35 - 11.15 Morning Coffee & Networking
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Blue Sky
How Do You Really Become A Value-Added Partner To Your Business?
After completing set up of financial Shared Services in traditional area of Accounting and Transaction Processing, how do you decide where to go next? Where can the Shared Services approach and learnings be applied to meet your company’s business needs? Coca-Cola Services is taking a fresh look at the current Shared Services set up separating Transaction Processing from Centre of Excellence activities and looking at new services to offer the business.
Jerome Amand
EU Finance Project Manager
Coca-Cola Services
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Irina Chernousenko
EU Director, Shared Services Transformation
Coca-Cola Services
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11.15 - 11.55 The Procurement SSO Whistleblower Session: Understanding The Opportunities And Threats Of Bringing Procurement Into Your SSO Model
- Revealing the truth about bringing Procurement into a Shared Services model – is it easier than you think?
- Establishing clear governance models and accountability for Procurement operations from the getgo
- Embracing the easy wins by reducing Purchase-To-Pay cycle time
- Engaging your Procurement workforce to achieve their buy-in despite stemmed spending
- Dispelling the myths on Procurement SSOs being difficult to establish
Terje Klovas
Head of SSC Procurement & Business Development Director
Telenor Key Partner AS
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11.15 - 11.55 Strategic HR: Understanding How Outsourcing Will Affect Your HR Transformation
To be more strategic, HR must be less administrative. As for Shared Services and outsourcing, should you choose one or a blend of the two options? This session will both help you determine the best path forward and also ensure you avoid some of the common pitfalls in your journey to transform HR.
- Examining Human Capital Management and the opportunity for improvement through HR transformation
- Ensuring you don’t cut cost at the expense of adding value
- Understanding the dynamics of outsourcing and the crucial decisions to be made
Linda Merritt
HR Director (retired)
AT&T
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11.15 - 11.55 Incorporating High-Value Finance: Centralising Front And Back Office Treasury
Beam Global’s SSO has achieved value by incorporating both front and back office treasury. This has resulted in an increase in customer delivery and reduced cost, and they are also adding more value back to the business than ever before. Carlos will guide you through their experiences so far, with particular reference to:
- Performing back office bank transactions for the whole of Europe via the internet
- Forecasting front office performance and consolidating cash flow across Europe
- Creating a payment environment and related services that increasingly facilitate and support centralisation
Carlos Gonzalez
Shared Services Centre Europe Director
Beam Global Spirits & Wine Inc.
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Introducing The Hottest And Most Current Track Ever At The Shared Services Week!
So much can change in the few months running up to the Shared Services Week – new technology will be launched, new implementations completed and more targets reached.
And of course for those World-Class SSOs – the Shared Services Excellence Awards Finalists are announced!
To make sure you are bought up to speed with which technology is generating high performance results, and who’s who of Shared Services in 2008, the Automation 101 & Awards Nominees Showcase has been created. This brand new combi-focus track will:
- Showcase the latest technology developments in 2008 and which are generating great results for your peers
- Enable you to engage in discussion with the Awards Nominees in the Showcase Panel Discussion
To give you a little taster of what’s coming check out the automation case study to be featured in this track:
1. Building a global Shared Services success model with Johnson & Johnson Accounts Payable
William (Bill) Emhof oversees the global deployment and operation of Accounts Payable for Johnson & Johnson, responsible for the disbursement of more than $20 Billion USD. Follow the J&J Shared Services best practices journey, as the company has employed organisational strategy, technology, metrics, and efficiency programmes to reduce paper, improve processes and maintain a focus on customer satisfaction. Bill will describe the coordination required to align Accounts Payable Shared Services with global strategies, while successfully migrating to SAP, and e-invoicing, and deploying a global Accounts Payable organisation.
Bill Emhof
Director of Global AP Shared Services
Johnson & Johnson
Supported by:
PLUS! Technology insight session with eNate
Automating measurement: How to start on the road to automating performance measurement in your SSO
Kit Cox
Managing Director
eNate
The Award Nominees Showcase Panel Sessions will run throughout Days 1, 2 and 3, each lasting 40 minutes. These are your only chance of the year to meet the Award Nominees and quiz them on what’s special about their SSO.
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Improving Shared Services Operational Delivery: How Can You Transform Your Internal Customer Perception Into Reality?
Having carried out 6 major Shared Services projects over the last 9 years, Gerry has gained extensive experience in methodologies and frameworks to improve service delivery. He will lead this discussion around key considerations such as:
- Ensuring a clear understanding of the overall ‘Finance Model’ and the respective roles of Shared Services vs. decision support, Financial Planning and Controllership: Are the right competencies/behaviours in place to allow success?
- Tracking delivery of Shared Services objectives and initiatives through a rigorous Balanced Scorecard and dashboards methodology
- Creating a workable balance between core competencies of your SSO vs. those of your business partners
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12.00 - 12.40 Moving Up The Value Chain: Maximising Local Resources To Increase The Strategic Value Of Your Services
By increasing the scope of your SSO to include higher value-add activity, you can become a strategic business partner to your organisation. In this session Citi will reveal how you can:
- Identify the high value processes that can be run in your SSC
- Gain buy-in: Conveying the benefits of higher value activities in your SSC
- Enable your centre to offer higher end value process through training and qualification opportunities for your existing staff
- Manage the change in both your SSC and your wider business as you bring in higher value-add activities
Nic Bastable
Regional Buying Manager EMEA, Procurement Services
Citi
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12.00 - 12.40 Improving The Payroll Operation Through Standardisation
BP Southern Africa employs some 1,300 people, who come from a wide variety of cultural backgrounds incorporating over 10 different home languages. Such a diverse culture calls for standardised HR processes to ensure fluidity and visibility. Gamieda will expand upon the approaches they have taken to ensure Payroll can be a lean and error-free process.
- Integrating different approaches to HR and Payroll delivery
- Centralising management teams for multiple systems
- Closing the variance gaps in service quality
Gamieda Abrahams
HRT Shared Services Manager
BP Southern Africa
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12.00 - 12.40 Understanding Globalisation Effects On Shared Services: The New Finance Function
Shared Services is the standard delivery model for transactional Finance. But what about Decision Support processes – what does the delivery model look like for them in the future? And is there any benefit to the business from World Class support operations?
- Relating globalisation to your sourcing strategy
- Incorporating SSOs into your sourcing strategy and the overall delivery model for Finance & Accounting
- Refining your decision support processes to ensure you are developing Shared Services for the future
- Gaining a benchmark of best practice in Shared Services through World Class Finance profile and performance
Tom Olavi Bangemann
Vice President Business Transformation
The Hackett Group
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IT
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14.00 - 14.40 Increase your Service Offerings and Optimize your HR SSC through Advanced Technology
François Xavier Beauval
EMEA Customer Management Director
Neocase Software
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14.00 - 14.40 Panel Discussion: Maintaining Compliance When Working Across Fiscal And Financial Boundaries
Ensuring cross-country compliance is a constant issue that SSCs have to deal with. Your SSC needs to fully understand best practice controls for VAT and tax compliance, no mater which country you operate in or serve. The panel will outline the key decision-making criteria for VAT and will share and dispel the issues can commonly arise.
Panelists include:
Alex Schenk
Head of Financial Reporting & Accounting
Novartis Consumer Health Division
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Lisa Hooley
Managing Director
Tetra Pak Business Services Ltd. |
Ian Ailles
Chief Operating and Finance Officer
Group RCI at Wyndham Worldwide |
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Developing Leaders Of The Future Through Dedicated Employee Development Programmes
FACT: It’s all about your people. With more focus on your people development than ever before, the ability to recruit, retain and motivate talent is more important than ever. And this is of course in addition to fulfilling your company strategy and equally, as SSOs mature, to add both value and upstream processes to their service offering. A dedicated employee development programme not only helps you to retain talent through cost reduction initiatives but also grows that talent into innovators, great people managers and future leaders. Join John in this discussion session to explore how to balance your time between people development and driving cost reduction and looking to increase value.
John Lucas
Head of Financial Shared Services
British American Tobacco Plc.
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14.45 - 15.25 Recruiting And Retaining A High-Skill Set Workforce In Your IT SSO And Guaranteeing They Deliver High Customer Service
Creating a high performance team for your IT SSO requires an ongoing people focused programme. Willy will provide an insight into how their teams work to deliver high level service.
- Improving customer service by maximising visibility on IT costs: Using Transactional IT Shared Services to charge back to the business
- Examining the skill sets of emerging locations when evolving your team productivity: Where can you find the best IT workforce?
- Identifying with the customer to drive improved behaviour and understanding of the SSO model
- Creating flexibility for your future sourcing and shoring options – how can you best deliver IT services globally?
Willy Smets
Regional IT Leader Europe–Africa
Cummins
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14.45 - 15.25 Getting A Handle On Technology: What Will Actually Deliver In Your HRSS?
The recent development of new HRSS technologies has created not only new cost savings potential, but also the ability to give more power to both the customer and middle management. Colin has experience of what People System technology can offer, and will be examining the potential of adopting such technology in this session.
- Measuring performance of service levels and managing legacy systems data to ensure you’re delivering on target services levels time after time
- Integrating new technology smoothly for minimal disruption on managers in their day to day working life
- What new technologies are out there and how will they suit you?
- Developing a robust change management strategy to support the behavioural and cultural change associated with the investment in a new people system
Colin Render
Programme Director of People System Programme
Royal Mail
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14.45 - 15.25 ALL DAY CLINIC - Shared Services Clinic: Best Kept Secrets Of SAP Financials For Shared Service Centres
In this clinic, Bizaps will bring together a number of SAP experts to talk through your business’ SAP pain points particularly in SAP Financials. There are a number of little used tools available within standard SAP, which can be used to address common problems and provide functionality that many users have been told (even by some consultants) can’t be done! Join this clinic throughout the conference to learn how you could be making your investment in SAP work harder!
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15.25 - 16.00 Afternoon Coffee & Networking
16.00 - 16.40 Where Are You Heading, And How Are You Going To Get There? Designing A Shared Services Roadmap That Addresses Your Primary Business Drivers
In a Shared Services environment the alignment with your business goals and core customer relationships are vital. This requires a mindset shift in terms of the best way to deal with your both your overall goals and in turn your internal clients, without neglecting the needs of your external clients. In order to achieve this, it is essential to have a good understanding of the business structure in order to achieve alignment with the needs of the business. During this session Dennis Farrell will highlight why this seemingly obvious point is quintessential to the successful implementation of Shared Services.
- Structuring your Shared Services unit according to your unique business needs
- Aligning your SSC to your business structure
- Monitoring the value derived from serving various business units
- Creating a team culture with internal and external clients
Dennis Farrell
COO: HR (Africa and Emerging Markets) ABSA
Member of the Barclays Group
16.40 – 17.20 Achieve The Next Level Of 'Value-Add' By Aligning Your Shared Services Strategy With Your Strategic Business Goals
To align Shared Services with your organisation’s overall performance goals and strategy vision, more and more Shared Service professionals are testing the boundaries on which processes can be brought in-house. This discussion will explore the main opportunities and road blocks when moving towards the next level of value generation.
- Moving up the value chain and becoming an indispensable business partner
- Proven strategies for changing the public perception of your SSO
- Encouraging senior leaders to utilise your SSO as a resource
- Communicating high success results back to the business to gain their belief
Noah Franklin
Group Director of Business Services
Cadbury Schweppes
17.20 - 17.30 Chairman’s Close Of Day 3
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Closing The Generation Gap: What Will Future SSO
Models Look Like In 5 Years Time?
The 21st century has brought significant movement in the Shared Services arena, and no more so than the people, technology and process changes in the last 5 years. This session will provide significant food for thought on the medium term planning in many organisations. It is now time to look forward and determine what the next 5 years will mean for the Shared Service agenda, for example:
- Are we far away from the first “virtual” SSC?
- What more can technology deliver? Is cost still going to be a REAL driver of change?
- Can customer service be standardised by artificial intelligence?
- What will happen to middle management in the next 5 years? Is this management layer really needed?
- Is the innovation “well” beginning to dry up?
Dan Foley
Director of Business Services
ITV plc
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