Achieving Continuous Process Improvement, Driving Operational Efficiency, and Increasing Value Across the Organization

Transcription

1 Trusted Insights for Business Worldwide The 2009 Shared Services Conference Achieving Continuous Process Improvement, Driving Operational Efficiency, and Increasing Value Across the Organization Specialized tracked sessions targeting new/emerging SSO and the mature/multi functional SSO November 18-19, 2009 November 17 Pre-Conference Seminar Wyndham Chicago Presented with assistance from Register by ! Save $500 off the Conference and $250 off the Pre-Conference Seminar

2 Pre-Conference Seminar Tuesday, November 17, 2009 Registration and Continental Breakfast: 8 9 am Winning Strategies for Shared Services Success Seminar 9 am 4 pm, includes lunch and networking breaks Designing, Building, and Implementing a Shared Services Organization Workshop A: 9 am 12 noon You have your leadership s backing to pursue shared services but what does this mean for your organization? How and where do you begin? We will take you through a roadmap for executing a SSO strategy that fits your organization. Explore how you can determine the appropriate operating model for your shared service center, including how you can develop a scalable shared services model to respond to changes in business needs over time. You will gain a clear set of tools to use to move from concept to reality and will include stakeholder management, organizational design, and prioritizing focus areas to deliver early and value added wins. Learn how you can build and transition a new team to meet the evolving needs of the business that will most effectively achieve your goals. Sheila McLaren, Director, Readiness & Operations, Microsoft Corporation Mike Asbery, Group Manager, Core Operations, Microsoft Corporation Luncheon: 12 noon 1 pm Overcoming the Hurdles While Transitioning to Shared Services Workshop B: 1 4 pm Once a business case has been made, the transition phase needs to begin. This phase can be the most disruptive and problematic if the appropriate structures and communications are not in place. We will demonstrate how to transition the services once performed separately into the shared services model. We will explore what are the common hesitations around time and cost that need to be addressed and overcome before beginning your shared services journey. Furthermore, since the underlying success of the transition phase is dependant upon the commitment of various stakeholders, our workshop will detail the most successful and proven change management techniques, including who you will need to engage and when, to achieve deeper and more sustained change throughout the organization. H. Keith Butterfield, Director, Global HR Shared Services, Caterpillar, Inc. Matt Sager, Americas & Global HR Services Manager, Caterpillar, Inc. Matt Noe, Human Resources Shared Services On-Site Manager, Caterpillar, Inc.

3 Wednesday, November 18, 2009 Registration and Continental Breakfast: 8 9 am Chairperson Welcome and Introduction: 9 9:15 am Judy McFarland, Vice President, HR Service Center, HRIS and Enterprise Shared Services HR, Northrop Grumman Corporation Panel Discussion: Shared Services in Challenging Times A 9:15 10:15 am The current economy has caused many companies to rethink their operational structures. We will explore how the economy is influencing shared services organizations to capitalize on the evolving trends in the changing landscape while protecting from disruptions. Panelists will discuss the changes that are taking place and the ways in which the SSO is being rethought in response to current market conditions. Moderator: Susan Halliday, Senior Director, Shared Services/Business Process Outsourcing, Kraft Foods Panelists: Karen Dobson, Director, Financial Services Support, Coca-Cola Enterprises Eleodor Sotropa, Associate Director, Innovation Global Business Services, Procter & Gamble Stacey Gelman, Vice President Shared Business Services, Merck & Co Inc. Moving Beyond Traditional Shared Services Boundaries B 10:15 11:15 am In today s challenging economy, companies are looking for ways to maintain profitability, efficiency, and effectiveness by further leveraging the shared services model. What can you learn from current traditional models that can be leveraged on behalf of core business services to dramatically improve performance for your organization? What new models are being developed within the shared services space beyond IT, Human Resources, and Finance? What can you take from the new models that are being created to improve the service offerings for your organization? Annette Tirabasso, Principal, Deloitte Consulting LLP Roundtable Discussion: Benchmarking for Continuous Improvement C 11:30 am 12:30 pm Benchmarking processes with peers is proven to be the most highly effective way to ensure the right people, processes, and technology are in place for continuous improvement. As a unique highlight to the conference, we will match attendees with one another based on similar challenges. Our speakers will facilitate roundtable discussions so attendees can learn from one another and share their challenges and solutions. Luncheon: 12:30 1:45 pm Maintaining Employee and Stakeholder Commitment and Morale for Sustainable Success D 1:45 2:30 pm As organizations are confronted from different directions with uncertainty and poor outlooks due to the volatile global market, how can you continuously keep your employees/stakeholders engaged and committed to the strategy you have in place? How do you drive a Call Customer Service at

4 consistent message that will instill faith and confidence? To guarantee that you are driving strategy and change effectively throughout the organization we will detail proven methods to ensure employees and stakeholders are engaged and remain positive as they weather the storm. Colin A. Lubbe, Vice President, Global Hotel Accounting, Hyatt Corporation Concurrent Sessions 1 are targeted to the new and emerging shared service organization while Concurrent Sessions 2 are geared to broaden the scope of the mature SSO in order to enhance your overall learning experience. Choose Session E1 or E2: 2:30 3:30 pm Building a Compelling Business Case for the Shared Services Organization E1 2:30 3:30 pm The ways in which one company may develop and implement their SSO strategy is often different from another since company cultures may differ drastically. However, throughout the process there are proven steps that should be taken to build a business case that fits your company and enables you to develop your own solutions. Our facilitator will detail the lessons learned throughout his journey to develop a global, multi-function SSO to support business growth. Anthony Poselenzny, Vice President Corporate Strategy, UPS Strategically Establish a Mature/Multi-Function Shared Service Organization for Greater Efficiency E2 2:30-3:30 pm To drive the greatest value and truly achieve economies of scale from the SSO, one must leverage cross functional support and synergies to create a mature, multi-function shared services organization. How do you seamlessly bring services from their individual silos to the SSO? How can you identify the strongest areas of improvement that will add further efficiencies and value to the organization? What steps can the shared services organization take to add continuous value and become a strategic asset? Karen Dobson, Director, Financial Services Support, Coca-Cola Enterprises Choose Session F1 or F2: 3:45 4:30 pm Staying True to the Shared Services Model to Achieve Long Term Value F1 3:45 4:30 pm The phrase shared services is sometimes loosely used by some to define their structure but many have not truly established a SSO in the way it was intended. Simply consolidating services does not optimize the long term intrinsic value a solid structure can provide. Ensure that your organization is built upon the correct foundational structure to benefit from the efficiencies shared services can truly offer. Stacey Gelman, Vice President Shared Business Services, Merck & Co Inc.

5 Leveraging the Benefits of a Global Shared Services Model F2 3:45 4:30 pm A global approach to shared service centers offers companies significant potential for cost savings and improved service offerings while presenting a new set of challenges. We will explore how to successfully implement a global operating model that can handle regional differences and maximize efficiencies. Learn how you can streamline your processes across borders while handling the nuances of the different regions to meet their unique needs. H. Keith Butterfield, Director, Global HR Shared Services, Caterpillar, Inc. Choose Session G1 or G2: 4:30 5:30 pm Building the Foundation for a Sustainable, Continuous Process Improvement Structure G1 4:30 5:30 pm As your shared services strategy takes shape you can become overwhelmed by the available tools and structures to measure or manage the performance of the organization. Learn how to create a structure capable of continuous improvement from the onset and one that is able to respond to changing business needs to be effective for many years to come. Judy McFarland, Vice President, HR Service Center, HRIS and Enterprise Shared Services HR, Northrop Grumman Corporation Staying Distinctive, Relevant and Ahead of the Commodity Curve G2 4:30 5:30 pm You ve done it. You ve established, you ve streamlined, simplified and optimized your shared services. Still, there are three key questions that keep you up at night: Are you ahead or behind the commoditization curve? How can you continue to remain relevant? How can your contribution stay distinctive? During this session we will demonstrate a framework of continuous service transformation Anticipate, Transform, Scale. This framework will help achieve better performance levels year after year, by rethinking where improvements are coming from and how you can anticipate changes in business needs. Eleodor Sotropa, Associate Director, Innovation Global Business Services, Procter & Gamble Networking Cocktail Reception: 5:30 6:30 pm Hosted by: Thursday, November 19, 2009 Continental Breakfast: 8 8:30 am Shared Services/Client Partnership: Creating Value During Challenging Times H 8:30 9:30 am Kraft Foods has implemented a new operating model where clients and functions share the responsibility for balancing the effectiveness, relevance, and cost of services delivered. Hear how you can maximize the end to end process for your organization with discussions Call Customer Service at

6 around how to ensure your strategy is tied to the corporate business strategy, and ways to work closely with your clients to make the correct value/cost trade-offs for all involved. Susan Halliday, Senior Director, Shared Services/Business Process Outsourcing, Kraft Foods Shared Services and Outsourcing: Optimize the Make vs. Buy Decision for Your Organization I 9:30 10:30 am We will explore the steps that you should take before you decide if outsourcing is appropriate for your organization. We will detail the critical drivers and motivating factors that should be taken into account prior to embarking on an outsourcing initiative. We will also discuss how you can access the inside advantage, verses the outsourcing opportunities, that are available to you. Moderator: Tom Torlone, Principal, Deloitte Consulting LLP Panelists: Joann Martin, Director BPO Global Strategic Outsourcing, Pitney Bowes Simon Tarsh, Director, Outsourcing Advisory Services, Deloitte Consulting LLP Adam Stanley, Global Chief Technology Officer, Aon Corporation Utilizing a Customer Relationship Management Model to Increase Value of the SSO J 10:45 11:30 am Shared services organizations must provide consistent and measurable customer service levels to ensure sustainable buy-in from the organization. A properly executed Customer Relationship Management (CRM) model can also be a means to increase the value of an SSO. Our facilitator will share proven methods to continuously meet the needs of your customers by leveraging CRM to become an extension of the customer s team, managing the customer experience for the highest business value, and providing tools to measure the voice of the customer. Lois Miller, Group Head, Human Resources Services and Solutions, MasterCard Worldwide The Pros and Cons of Service Level Agreements K 11:30 am 12:15 pm The true benefits of SLAs are often overlooked and underutilized. When structured and executed effectively, SLAs will deliver service quality and value to the organization. There also is a point in your service delivery where SLAs are no longer relevant. We will explain how and when SLAs should be utilized and when they should be avoided. In the situation when SLAs are to be avoided, we will provide you with alternative methods to ensure that you re still protected. Lisa Young, Senior Vice President, Enterprise Support, ASRC Federal Holding Company 12:15 pm Conference Adjourns

7 The 2009 Shared Services Conference November 18-19, 2009 Wyndham Chicago Pre-Conference Seminar November 17, 2009 Wyndham Chicago Registration Information Online Phone :30 am to 6 pm ET Monday through Friday Conference ( ) Date: November 18 19, 2009 Location: Wyndham Chicago Save $500 when you register by ! Associate: $1,695 ($2,195 after ) Non-Associate: $1,995 ($2,495 after ) Hotel Accommodations Fees do not include hotel accommodations. For discounted reservations, contact the hotel directly no later than the cut-off date and mention The Conference Board Shared Services Conference. Hotel Discount Cut-off Date: Monday, October 26, 2009 Wyndham Chicago 633 North St. Clair Chicago, IL Tel Pre-Conference Seminar ( ) Date: November 17, 2009 Location: Wyndham Chicago Save $250 when you register by ! Associate: $1,195 ($1,445 after ) Non-Associate: $1,395 ($1,645 after ) 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 $200 off each person s registration. Printed and bound by Sheridan Printing Co., Inc., Alpha, New Jersey, an FSC-certified printer. This brochure is printed on Mohawk Via paper, which is 100% post-consumer waste fiber, manufactured with wind power, and is process chlorine free. The paper is certified by Green Seal and SmartWood for Forest Stewardship Council standards. No films or film-processing chemicals were used in the printing of this brochure. The Conference Board and the torch logo are registered trademarks of The Conference Board, Inc. Program subject to change. August 2009