The 2013 Fundamentals of Designing, Building and Implementing Shared Services Seminar Best Practices to Drive Operational Excellence

Transcription

1 The 2013 Fundamentals of Designing, Building and Implementing Shared Services Seminar Best Practices to Drive Operational Excellence June 21, 2013 The Conference Board Conference Center, New York, NY Address common struggles in launching a shared services organization and learn how to overcome traditional barriers to success Learn how to deliver superior results and step changing value creations for the business well beyond cost savings Mitigate engagement, cultural, and change management challenges to create a sustainable platform with continuous support from the business

2 For more than two decades organizations have achieved a great deal of success in adopting and optimizing a shared services model. Shared services models have consistently proven to be an effective means to contain costs, drive efficiency, enhance service delivery, increase collaboration, drive innovation, and deliver continuous process improvement. However despite the success many still struggle with the basic foundation and critical elements of the SSO model and concerns over the next evolution of shared services. A properly structured and supported shared services organization will gain the benefits of scale, drive process efficiency, and add continuous value to the business, but can quickly become derailed without the crucial steps needed to create a solid and scalable foundational structure and mitigate through the immense cultural and behavioral issues that are associated with this major organizational change. In response to these challenges, The Conference Board is proud to announce a oneday comprehensive seminar titled The Fundamentals of Designing, Building and Implementing Shared Services. During the seminar leading practitioners will come together to address common struggles in launching a shared services organization and detail how they have been able to deliver superior results and step changing value creations for the business well beyond cost savings through the effective utilization of shared services. This comprehensive oneday seminar will feature: Ways to successfully integrate processes, people and technology to deliver a new business capabilities, greater efficiency and productivity, as well as add increased value to the enterprise beyond cost savings Effective change management, communication and engagement strategies to address the continuous behavioral, cultural and engagement challenges that can often plague SSOs Realize the numerous growth and value opportunities by moving beyond centralized functions to create an organizational model that operates as a true business within a business Learn how to create and communicate a roadmap for your ideal end state

3 Friday, June 21, 2013 registration and continental breakfast 8:30 9 am a 9 9:45 am Separating Myth from Fact: Defining Shared Services The term shared services is sometimes loosely used by some organizations to define their structure but they have not truly established an SSO in the way it is intended. Simply consolidating services is not how one can optimize the long term intrinsic value a solid structure can afford. In order to derive the most benefit from an SSO you must know what identifies an SSO as such and what the crucial components to their success are to truly achieve the economies of scale and realize true value opportunities. During this session our facilitator will explore the definition of shared services in its truest form to ensure that your organization is built upon the correct foundational structure as well as: Explore the differences between an SSO verses a centralized service model to better understand the significant differences between the two in order for you to be a true business partner Define the key attributes of a shared services organization and explore how it can transform the overall business model for enterprise wide value Once defined, how to communicate and gain support of this new initiative Arindam Mukhopadhyay, Managing Director, Global Head of Strategy and Reengineering, Citigroup b 9:45 10:45 am Moving from Concept to Delivery: Building, and Implementing the Business Case for an SSO As all companies are different, particularly in terms of business culture, the ways in which one company may develop and implement their SSO will be different from another. Additionally, not all services lend themselves to be shared and there is simply not one shared services business model that is suitable for all organizations. However, throughout the process there are proven steps that need to be taken in order to build a solution that fits your company and enables you to develop your own solutions. During this session, the facilitator will guide you down a path to confidently choose a plan from the available options that will support high performance for the enterprise and create a scalable platform to support future business growth as well as: Call Customer Service at

4 Take a holistic view of your operation to determine which operations can and should be brought into the SSO Create a roadmap for developing and executing the SSO strategy and determine the appropriate operating model for your shared services organization available options, including how you can develop a scalable shared services model to respond to changes in business needs over time Gain the knowledge to develop a compelling business case with clearly defined goals and objectives to ensure that all stakeholders are completely engaged and understand the value proposition Bill McCabe, Chief Financial Officer, Program Support Center U.S. Department of Health and Human Services networking refreshment break 10:45 11 am c 11 am noon Fostering a Culture of Change and Engagement throughout the Organization Ingrained in the nature of shared services is change, either during the building and implementing of the business case or expanding the scope and scale of an existing SSO. The ways in which a company responds to change will directly have an impact on the success and growth capabilities that will be realized. By gaining alignment and embracing change an organization can ensure they will avoid or minimize costly business disruptions. During this session the facilitator will demystify proven change management and employee engagement techniques in order to keep all parties focused and engaged in the face of insecurity or uncertainty including: Utilizing the principals of change management/employee engagement to overcome ingrained cultural resistance and barriers to achieving goals and initiatives Drive sustainable change throughout the organization through communication, learning and reinforcement Manage cultural changes while keeping employees engaged/motivated Stacey Gelman, Vice President, Shared Business Services, Merck & Co., Inc. luncheon noon 1 pm

5 d 1 2 pm Communication Strategies and Practices to Build the Desired Culture in Shared Services The most important aspect of change management is communication. The transition to a fully operational shared services organization does not happen overnight but can, and will, take years. Throughout this journey, effective and consistent communication is crucial to create a culture that will ensure continued support and engagement by employees and key stakeholders. Included in this discussion will be: Creating an effective communication strategy from the start to ensure continued support throughout your journey and help leverage future expansion opportunities What s in it for me? Mastering ongoing communication that is relevant and resonates with stakeholders and employees How to better leverage social media tools to improve collaboration across the organization Kate Weinrich, Communications Consultant, Finance Organization Excellence Unisys Corporation e 2 3 pm Strengthen the Brand Equity to be Viewed as the Provider of Choice From the onset, branding of the SSO is crucially important to drive sustained engagement, support and investment from the business. In doing so, the SSO will be seen as a true value contributor and innovation enabler for the business and not simply a transactional entity. Without this recognition, the SSO will be in a constant trap of continuously selling their value proposition and not been seen by the organization as a strategic business enabler of value and growth. During this session learn the key steps needed to building a brand including: Learn how to define your brand and most importantly, effectively communicate it to the enterprise Once creating the brand, understand what it means to build equity and strengthen position Understand what it means to offer superior customer service by transforming and evolving with changing business needs Paul Bartley, Director, Program Support Center U.S. Department of Health and Human Services Conference KeyNotes Registration includes this summary of conference highlights and a postconference interactive webcast

6 networking refreshment break 3 3:30 pm f 3:30 4:30 pm Talent Management Equation in Shared Services Excellence Ensuring the right people are in place at the right time it a prerequisite for driving the initiatives and realizing the full value opportunities. The results achieved through your investments in shared services are directly related to ensuring the right staff are in place to drive the initiatives through. This needs to occur through a delicate balance of new, retained and transition employees. During the session we will explore the talent management equation in driving performance including: Effective ways to recruit, retain, and engage employees to develop a workforce that equipped to meeting the expanding and evolving opportunities of the SSO Key competencies and skill sets required to achieve success both in the near and long term How to promote positive behaviors and ways to deal with behaviors/individuals that will curtail the success of the organization Work transition and knowledge transfer methodologies create a plan to ensure intellectual property is not lost and a seamless transition to the new organization Laurie McCarthy, Manager of Customer Account Management, Boehringer Ingelheim g 4:30 5 pm Seminar Wrapup and Closing Questions The close of the conference will feature an opportunity for the attendees to ask any questions that they may still have to the presenters and their peers. Presentations Available online in advance of the conference

7 Registration Information Online Phone :30 am to 5:30 pm ET Monday through Friday The 2013 Fundamentals of Designing, Building and Implementing Shared Services Seminar Best Practices to Drive Operational Excellence The Conference Board Conference Center, New York, NY Seminar (B020131) June 21, 2013 Associates $1,035 NonAssociates $1,135 Hotel Accommodations Fees do not include hotel accommodations. For a listing of local hotels, please contact customer service. The Conference Board Conference Center 845 Third Avenue, 3rd Floor (between 51st and 52nd streets) New York, NY Tel Cancellation Policy Full refund until three weeks before the meeting. $500 administration fee up to two weeks before the meeting. No refund after two weeks before the meeting. Confirmed registrants who fail to attend and do not cancel prior to the meeting will be charged the entire registration fee. Team Discounts per person For a team of three or more registering from the same company at the same time, take $300 off each person s registration. One discount per registration. Multiple discounts may not be combined. Printed on New Leaf Insight (FSC ), which is made with 100 percent recycled fiber and 100 percent postconsumer waste, processed chlorine free, and designated Ancient Forest Friendly TM. Printed and bound by Sheridan Communications Inc., Alpha, NJ, an FSC certified printer. No films or filmprocessing chemicals were used in the printing. The Conference Board and the torch logo are registered trademarks of The Conference Board, Inc. Program subject to change. May 2013

8 The 2013 Fundamentals of Designing, Building and Implementing Shared Services Seminar Best Practices to Drive Operational Excellence June 21, 2013 The Conference Board Conference Center New York, NY The Conference Board 845 Third Avenue, New York, NY Promotion Code