Day 1 Main Conference: Tuesday, March 23, 2010

Failure Reasons In Change Management And How To Avoid Them

Addressing business units' reluctance to support Shared Services is a key concern for all stages of the Shared Services cycle. Ongoing people and change management within an organizational culture is critical for initial success and future growth. Change management is continually cited as one of the most needed and most challenging skills to master. Still, the most effective approach to transitioning to Shared Services is knowing how to prevent failure. During this workshop you will learn how to:

• Align all your stakeholders to one common vision
• Determine the goals and objectives for everything whether your SSO is ensconced into company culture or the initiative is new
• Utilize the tools and techniques for affecting change

Connecting Lean Six Sigma And Operational Excellence Strategies To Your Top-Level Objectives

As part of continuous improvement, the Volvo Human Resources Service Center (HRSC) implemented the DMAIC (Design, Measure, Analyze, Improve and Control) methodology for root-cause analyses. DMAIC is a basic component of the Six Sigma methodology that is a part of the Volvo Production System Process. It is normally defined as a set of practices that improve efficiency and eliminate defects. During this session you will benefit from the following:

• Receive a project overview of the case study demonstrating the effective use of Lean and Six Sigma methodologies on a project in a SSO
• Obtain tools to analyze the root cause - fix the cause and not the symptom
• Learn about the controls implemented to ensure process changes don't lead to failure

Manish Vora with Samir Singh
Vice President, Global Transformation Practice
WNS

Transforming Finance Shared Services: Moving Up The Maturity Curve

What is next for finance shared services centers as today's economic realities, in convert with increased competition and globalization, demand more? Join WNS to learn how to:

• Adjust the operating model to deliver more to the organization
• Optimize processes through technology and organizational change
• Leverage knowledge/intellectual capital
• Introduce outsourcing to take operations to the next level
• Evolve from an internal service provider to a business partner

Daniel Wollenberg Head, Global Transformation Practice WNS

Manish Vora Senior Vice President, Finance and Accounting WNS

Achieving Breakthroughs In Collection Performance

Cash isn't just king in the current climate - it's more like the Ace in your deck. Leveraging shared services can do wonders for your working capital management and lead to a healthy cash position. Ask yourself if you are: Frustrated at non paying customers and aged debt? Needing to improve your cash position on the Balance Sheet? Looking to improve your credit management function and add value to the business? Considered centralizing credit & collections function? If any of the above applies to you then this is right workshop for you. As shared services has expanded and matured, the opportunities and options for leveraging them to drive effective Credit Management, Credit Risk and Customer Cash Collection has significantly increased.

• Learn what can shared services do for you in the cash collections space?
• Structure your cash management function for optimal results
• Segregate credit management; customer facing cash collections and back office cash applications
• Understand the importance of collections efficiency percentage measurements

Scott Senatore
Senior Director Credit & Collections
Aramark

Positioning the Shared Services Brand in Your Organization

Regardless of the scope, the leaders of a SSO are required to serve as stewards for new ways of doing business. There are critical skills and competencies required for the SSO to effectively govern the delivery of services in a leveraged manner. These skills depend upon the design and continual refresh of a change management agenda across the enterprise, to include facets of financial management, supply/demand balancing, cost transparency, business unit decision making, cross-unit prioritization, standard-setting and the like.

This workshop will discuss how to:

• Develop a framework to align your SSO with business goals
• Receive a step-by-step process for developing and implementing a strategic governance model
• Adopt common processes to protect your company's assets
• Integrate internal customer knowledge

Rick Bertheaud
Managing Director
EquaTerra

11:00 Utilizing Performance Measures To Create A Virtuous Circle Of Service Enhancement

If you're a mature shared service organization, what further scope exists for driving efficiencies and improving service? How can you hard-wire a culture of continuous improvement into your organizational DNA?

Focus areas in this critical session include:

• Examine the most promising areas for improvement
• Generate enthusiasm throughout the business around improvement levels and targets
• Leverage performance measures and industry benchmarks to re-engineer your most critical business processes
• Realign the culture of your shared services facility with requirements of continuous improvement You will be presented with several business cases, the problem statement, the result, and the additional benefits. Outcomes Achieved Include the Following:
• Less than 10% of total invoices are problematic and no invoices have been paid late since the completion of the 12 week Six Sigma program (Since July 1st).
• Collections group has seen a 13% FTE reduction (while also adding excess of 1,500 accounts)
• Employee retention rate has been at 100% over the past 12 months (No new hires). Realized annual monetary savings in excess of $300,000

Gregg Silver
Manager of Policies, Procedures and Continuous Improvement
Oakley

The Economics Of BPO: Your Roadmap To Business Strategy Rejuvenation

Traditional BPO offers benefits in terms of wage cost savings and process improvement. However, it also has associated costs related to additional regulatory compliance, severance and transition. The wage cost advantage available is further diminished when servicing Continental Europe and Asia-Pac regions. Finally, the increasing cost of Governance may render the outsourcing business case unviable. This workshop will evaluate the economic implications of the newer outsourcing models that make the outsourcing business case viable again. This would include a discussion around engagement models, commercial models and bundling of services.

Shared Services Vs. Outsourcing: What Are The Key Decision Criteria When Making This Critical Choice?

Take an in-depth look into the ongoing debate - whether to move forward with an internal shared services delivery solution or use the services of a third party outsourcing specialist - the captive vs. third party debate. This session will also discuss whether outsourcing is complimentary to, or a natural evolution from internal shared services. Listen to the stories of several practitioners on how they made their decision for their own operations and whether the decision point can and indeed change over time and with differing circumstances

• Hear why companies choose not to outsource
• Determine the appropriate time to bring services back in-house
• Learn about some of the "hidden costs," associated with the transition

Phil Searle
CEO and Founder
Chazey Partners

Reports of the Death of Shared Services Offshoring Have Been Greatly Exaggerated

Offshoring shared services is an integral and vital component of international business growth for many companies. While a number of concerns have been raised about its long-term viability, our research indicates the offshoring of shared services is proceeding at a quickened pace. Properly planned and implemented, an offshoring strategy for shared services can help drive competitive advantage -- and can yield substantial benefits for years to come for companies that do it right. We’ll discuss the following topics in this session:

• Building a case for offshoring shared services
• Risks and mitigation strategies
• Alternative service delivery models
• Global deployment models
• Location strategies

Mark Klender Principal Deloitte Consulting LLP

Spencer Schobert Senior Manager Deloitte Consulting LLP

Foundations Of Excellence - Quick And Easy

Shared Services practitioners must implement nine best practices for excellence. Five of these nine, Performance Management, Service Definition, Chargebacks, Continuous Improvement and Customer Relationship, are closely interwoven. Not only will they help determine your success, but also your ongoing relationships with management, clients and customers.

The objective for this workshop is simple: learn what practices truly work to give you actionable results quickly; how and where you should start; what's meaningful to your customers and business units as well as operational managers; linking efforts to help move shared services up the value chain.

What you will learn:

• Hands-on approach to implementing five of the nine best practices for Shared Services excellence - featuring case study exercises and software tools for practical experience
• Building an integrated framework - techniques and templates for generating quick results
• Easy implementation tools, including Activity Analysis and Scorecards, for a complete topdown/ bottoms up approach
• Improving your ongoing relationships with management, clients and customers Participants will get experience with the software and analytical techniques during the workshop. The follow-up web session will focus on the processes for developing top-down metrics, along with linking bottoms-up metrics developed during the workshop for a full enterprise approach.

Andrew Muras
BAE Systems

TPI TOP 5 Showcase: Quick Wins To Live By Or Face The Consequences

We've grown very fond of the TPI "Top 5" Quick Win suggestions that are delivered to our inbox twice every month. These tricks of the trade provide us with the foundation to think about ways we can continuously evolve our operations. These concise points always hit on the need-to-know vs. nice-to-know and really emphasize that less is more. Join this session and hear Quick Win Suggestions on the most pressing issues at hand.

• Top 5 Techniques for Maximizing Resilience in Your Global Service Delivery Network
• Top 5 Actions you can take TODAY to improve your service provider relationship
• Top 5 Effective Leadership Keys to Service Management
• Top 5 Ways the Mathematics of Outsourcing is Changing
• Top 5 Things to Do When Told to Cut 2010 Expenses (by another) 10%

Scott Furlong CFO Services Partner TPI

Sue Danino CFO Services Director TPI