Shared Services Conference Adding Continuous Value and Leveraging Growth Opportunities for the Business

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1 The 2011 Shared Services Conference Adding Continuous Value and Leveraging Growth Opportunities for the Business November 3 4, 2011 InterContinental Chicago November 2, 2011 Pre-Conference Seminar Shared Services Optimization through Expansion Strategy and Cultural Transformation Seamlessly optimize or expand the scope of shared services - Align SSO strategy with the organization s business strategy, values, and goals Foster a culture of continuous improvement through enhanced communication, customer service, properly executed performance metrics and governance platforms Presented with assistance from

2 Pre-Conference Seminar Wednesday, November 2, 2011 registration and continental breakfast 8 9 am Shared Services Optimization through Expansion Strategy and Cultural Transformation workshop a 9 am noon Shared Services Optimization through the Service Delivery Maturity Model Shared services organizations are under constant pressure to meet the demands of delivering quality and service while also being asked to add further value. Challenges arise when SSOs increase their scope in response to demands without a true understanding of their capabilities or a strategy for execution. In response to these challenges Deloitte has developed a service delivery maturity model to help a company quickly understand the current state of its organization, envision its target state in both the short and long term, and apply a combination of levers to make progress and measure results. During the intensive workshop facilitators will: Detail the model s four key dimensions and 20 corresponding capability areas used to assess readiness and capabilities Show you how to assess the SSO s current state and envision its target state vision Provide you with the tools to assess your maturity on the Service Delivery spectrum and prioritize initiatives to help you close the gap to your future state vision Aprajita Rathore, Senior Manager, Deloitte Consulting LLP Gina Schaefer, Senior Manager, Deloitte Consulting LLP Ian Wollman, Senior Manager, Deloitte Consulting LLP luncheon noon 1 pm workshop b 1 4 pm Transforming Organizational Culture through Talent and Change Management The success of your shared services organization is critically dependent on your organization s ability to embrace, communicate, and drive change through the organization. Equally important are the people that you have in place to manage the change and drive the initiatives forward. This workshop will focus on providing you the tools and practical applications to manage the human dimension of the shared services journey and will cover: Tools and tactics to manage change and overcome ingrained cultural resistance through employee and stakeholder engagement Address talent needs and culture change issues to establish a service culture for sustained success Key competencies for leaders and team members, including talent development strategies Julie Page, Corporate Director, Organizational Effectiveness, Raytheon Call Customer Service at

3 Thursday, November 3, 2011 registration and continental breakfast 8 8:45 am welcome and introduction 8:45 9 am Antonius ( Ton ) Heijmen, Senior Advisor, The Conference Board a 9 10 am Key Issues Facing Today s Shared Services Organizations session sponsored by A panel of Peeriosity members will discuss the strategic and tactical issues that have been top of mind over the past year and share their experiences and candid perspectives on critical issues that include: Shared Services Organization Model Service delivery structure: scope, depth, organizational placement Sourcing Decisions Captive, outsourced, or hybrid: what are the decision drivers? Enterprise Transformation and the Role of Shared Services Leveraging the shared services platform The Internal Discussion on Shared Services Is the promise being delivered? Moderator Ira Fialkow, Senior Vice President Member Services, Peeriosity, Former Executive Vice President, Shared Services, Rinker Group / CEMEX USA Panelists George Gudgeon, Vice President, Global Financial Shared Services Hyatt Corporation Kelvin McLaurin, Corporate Vice President Global Shared Services McDonald s Corporation Kelly Phillips, Vice President, Global Shared Services, Beam Global Spirits and Wine Carolynn Sheyker, Director, Global Financial Shared Services, Motorola Solutions b am Leveraging Shared Services as a Platform for Growth This year, Deloitte s 2011 Global Shared Services Survey found that the ability of shared services to support growth and scalability for the business became one of the top five benefits of the SSOs. No longer just a means to cut costs, the SSO can be a vital and integral driver of business growth. During this session the facilitator will detail how to move beyond cost savings to achieve true business transformation, strategy development, and growth with real examples from leading organizations. Richard Sarkissian, Principal, Deloitte Consulting LLP networking and refreshment break 11 11:15 am

4 c 11:15 am 12:15 pm Maximizing Performance through Talent Management The results achieved through your investments in shared services are directly related to ensuring the right people are in place at the right time to drive the initiatives through. During the session we will explore the talent management equation in driving performance including the key competencies and skill sets required and effective ways to recruit, retain, and engage employees. Cindy Berry, Director Finance Organization Excellence, Unisys luncheon 12:15 1:15 pm d 1:15 2:30 pm Peer-to-Peer Learning Experience: Extended Roundtable Session Benefit from a unique peer-to-peer learning experience by joining peers who are facing similar challenges to share practical approaches and actionable ideas. networking and refreshment break 2:30 2:45 pm Concurrent Sessions 1 target the new/emerging SSO. Concurrent Sessions 2 address the needs of the mature/multi-functional SSO. e1 2:45 3:35 pm Optimize Value by Balancing Structure and Flexibility When developing the SSO strategy, many factors need to be included; however, none are as important to the long term value of your SSO as a solid foundational structure and flexibility to address changing business needs. During this session, we will detail a roadmap for developing and executing the SSO strategy that is scalable and able to support future business growth. Erin Champlin, Vice President, Global Business Services, EMC e2 2:45 3:35 pm Taking Value Creation beyond Operational Delivery Multi-functional SSOs are a prerequisite for the shift in value from cost reduction to growth enablement. To operate effectively at this level, you need an end-to-end strategy enabling you to build and improve capabilities to support the demands of the business and deliver strategic impact. Bob Carroll will share the strategies that have made Global Business Services at HP an award winning leader in the shared services industry. He will share how the multi function SSO leverages people, processes and technologies to deliver impact and add continuous value to the business. Bob Carroll, Vice President, Hewlett Packard Global Business Services Americas Operations Conference KeyNotes Registration includes this summary of conference highlights and a post-conference interactive webcast

5 f1 3:40 4:30 pm Moving from Single to Multi-Function Service Delivery Your leadership may be asking What s next? as the benefits from the implementation are realized. To continuously deliver value and be a true partner to the business, eventually you will need to expand your scope. How do you begin end-to-end process integration and seamlessly bring more functions into your current structure? Learn the proven steps to assess readiness and strategically move from a single to a multifunctional SSO. Jeffrey Jacobson, General Manager and Vice President Finance Shared Services Pitney Bowes f2 3:40 4:30 pm Achieving Higher Levels of Performance and Greater Value through Linkages to Corporate Strategy and Transformation A properly structured and supported SSO will benefit from economies of scale, process efficiency, and add value to the business. But, to remain relevant and deliver greater results, year after year, your SSO strategy must be aligned with the broader business goals of the organization. This session will detail how to achieve alignment by exploring extended business services scope potential and provision of business services to external entities to optimize the SSO thereby adding incremental value and growth into new adjacencies. Theresa Jones, Corporate Director, Business Services, The Dow Chemical Company g1 4:35 5:25 pm Instill a Culture of Improvement from the Onset through Performance Metrics As you begin your journey, it s important to demonstrate performance and value to the organization to ensure continued investment in your initiatives. During this session you will uncover the key components of an effective performance metrics platform that will provide and communicate meaningful operational and customer measures. Jeffrey Nunn, Director, Shared Services Strategy Management, The Boeing Company g2 4:35 5:25 pm Role of the Global Process Owner in Achieving Continuous Improvement High performing organizations are able to drive end-to-end process excellence through the organization by utilizing global process ownership. However they experience varying degrees of success due to the vast amount of complexities involved in execution, reporting structure, key competencies and simply changing the organizational mindset around how processes are monitored, measured and governed. Explore ways to ensure the global process owner has the tools and support needed and how this role will be the key component to helping the SSO be a strategic lever for the enterprise. Kelly Phillips, Vice President, Global Shared Services, Beam Global Spirits and Wine networking cocktail reception 5:30 6:30 pm hosted by Presentations Available online in advance of the conference

6 Friday, November 4, 2011 continental breakfast 8 8:30 am h 8:30 9:20 am Partnering for Success: Deliver Lower Cost, Better Services and Innovation through Strategic Partnerships A key ingredient in Procter & Gamble s Global Business Services business model is the focus on strategic partnerships, with internal business unit leadership teams, and external partners. The facilitator will detail how to ensure a strong enterprise wide commitment to partnerships, execute the joint business plans, and track clear measures of success in order to foster a collaborative and trusting environment leading to improved service delivery and innovation. Eleodor Sotropa, Associate Director, Global Business Services, Procter & Gamble i 9:20 10 am Fostering a Culture of Change throughout the Organization Regardless of where you are in the maturity spectrum of shared services the need to manage change is a constant and resistance to change will be counterproductive to the positive gains to the business. The facilitator will detail proven change management techniques, ways to overcome resistance and secure executive sponsorship to drive sustained change through the organization. Lara Nichols, Senior Director, Global Partner Strategies, Tyco International networking and refreshment break 10 10:15 am j 10:15 11:15 am Key Components of a Voice of the Customer Program Often overlooked is the fact that the ways we attempt to connect and manage the voice of the customer should not be different whether that customer is internal or external. It s a matter of managing the cultural mindset to provide a superior customer experience. Explore the key areas of an effective voice of the customer program, ways to overcome cultural resistance, and how to replicate ways to improve customer satisfaction, both internally and externally. Carol Hickman, Assistant Vice President, Service Innovation, CIGNA Healthcare k 11:15 am 12:15 pm Delivering Value through Expansion Across Geographies The panelists will share their experiences moving from a regional to a global operating model and the associated complexities. Discussions will include ways to overcome internal and external cultural challenges, head off potential implementation problems and employ the proper risk mitigation in order to leverage the benefits of a global SSO. Moderator Antonius ( Ton ) Heijmen, Senior Advisor, The Conference Board Panelists Peggy Fechtman, Executive Vice President for Global Capability Sourcing MetLife, Inc. Theresa Jones, Corporate Director, Business Services The Dow Chemical Company Paul Nicolaisen, Vice President, Global Shared Services, BD Corey Overby, Vice President Strategic Governance and Planning, MetLife, Inc.

7 Registration Information Online Phone :30 am to 5:30 pm ET Monday through Friday The 2011 Shared Services Conference Adding Continuous Value and Leveraging Growth Opportunities for the Business Conference ( ) Dates: November 3 4, 2011 Location: InterContinental Chicago Save $200, register by Associates $2,295 Non-Associates $2,495 Pre-Conference Seminar ( ) Date: November 2, 2011 Location: InterContinental Chicago Associates $1,445 Non-Associates $1,645 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. InterContinental Chicago 505 North Michigan Avenue Chicago IL Tel Hotel reservations cut-off date: Tuesday, October 11, 2011 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 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. 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 2011