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March 11 - 14, 2019
Disney’s Coronado Spring Resort

Main Conference Day Three: Thursday, 22nd March 2018

8:30 am - 9:00 am COFFEE & REGISTRATION

9:00 am - 9:05 am SSON Opening Remarks

9:05 am - 9:10 am Chairman’s Opening Day Three

9:10 am - 10:00 am KEYNOTE: ON Innovation - Turning on Innovation in Your Culture, Teams and Organization

Booking travel was made easy, accessible and self-reliant when Terry Jones disrupted the business of travel booking and founded, the first
website that allowed consumers to reserve, book, and purchase travel online without going to a travel agency. With more than four decades in the travel industry and extensive expertise on the rapidly changing digital world, Jones will provide eye-opening insight on the advantages of being a disruptor and the business of innovation, including leadership in a wired world, the importance of building digital relationships, and the “third channel”—the idea that the internet can create the most personal customer relationship.

10:00 am - 10:40 am Building the Digital Workforce: Process Mining at Koch Industries

Richard Swan, President of Koch Business Solutions, shares his journey to transform shared services operations by leveraging the new wave of big data analytics called Process Mining. In contrast to backward looking descriptive reporting approaches, Mr. Swan will share KBS’ strategy to uncover hidden opportunities for optimization by taking a process-centric approach. Process Mining is a transformative technology which KBS is investing in to unlock hidden potential in a variety of business process areas including ITSM and P2P. Mr. Swan will also discuss the application of Process Mining as the foundation for driving system transformation
and how Process Mining is being used to pave the way for automation within KBS.


Track Sessions Begin: Address Your Biggest Challenge!

Group 2

Mid-Cap Masterclass

11:30 am - 12:10 pm Identifying and Maximizing the Benefits of Smaller Scale SSC
Although lack of resources and funding might be a challenge, there are benefits to being a smaller shared service center.

This session is all about identifying and maximizing those benefits:
  • Ensuring your agility and flexibility and using it to respond to business needs
  • Making faster change decisions and getting much quicker wins
  • Attracting talent with quicker career progression than larger SSCs
  • Looking across the end-to-end process for further streamlining opportunities

Digitization & Data Analytics

11:30 am - 12:10 pm Delivering Decision Support through Data Analytics
Business strategy support, financial analysis, budgeting forecasting and management reporting; there is no end to the benefits you can provide your business if you get the data strategy right.

This session discusses how you can create some amazing results by:
  • Enabling data accuracy: Ensuring you have reliable data
  • Integrating technology to enable faster results
  • Aligning with business lines to ensure your data strategy supports company vision

Culture Creation and Customer Experience

11:30 am - 12:10 pm Frustration-Free: Applying the Lessons of Amazon Customer Experience to Shared Services
Do you need to delight every customer or is fast and easy to deal with enough? Finding the right level and creating a culture that can deliver it is vital.

This session covers:
  • Ensuring your employees are empowered for quick service recovery
  • Gathering effective customer feedback and using it to progress up the value-chain
  • Examining your operating model in line with CEM

HR Vision

11:30 am - 12:10 pm Tipping the Scale: How to Leverage Your Size for Recruitment and Pre-Boarding
You’ve heard it time and time again, for HR, it’s all about finding and retaining top talent. But, what makes sense? How do you determine which processes and activities to centralize and automate? Join this presentation to hear how HCA uses its size and scale for their recruiting and pre-boarding processes. Where did they start? What are the main challenges? What are the key lessons learned and successes? What further opportunities exist?

Operational Best Practice

11:30 am - 12:10 pm What Comes First? The Process or the Integration?
M&As always bring with them a host of challenges. From inheriting multiple ERPs, to inheriting groups of people who don’t know anything about the acquirer’s processes. There are differing thoughts on what should come first – the fix or the shift. In this session, you’ll hear from XPO Logistics, a company that tripled in size in only a few years through acquisition. Questions we will ponder:

  • Which is the fastest way to get process benefits?
  • What change management initiatives need to happen for the new, combined team?
  • How can M&A and shared services work together?


Group 3

Mid-Cap Masterclass

12:15 pm - 12:45 pm From Autonomous Cars to RPA: Innovating Front to Back with Delphi
As a pioneer of autonomous cars, Delphi is well know for it’s product innovation (last year they drove from San Francisco to NYC last year in a driverless car), now they are applying the same level of innovation to their back office at scale! In this session their GBS heads talks about:

  • How people and robots can co-exist
  • How to leapfrog in (if you are not an early adopter)
  • How to scale up your RPA implementation

Digitization & Data Analytics

12:15 pm - 12:45 pm Building a Winning Case for your Data Analytics Strategy to gain Stronger Stakeholder Buy-in
Which comes first - the analyics or the buy-in for the analytics? It’s a classic tale of chicken vs. egg - or asking forgiveness rather than permission. While meaningful data can be transformational for a company, it’s not easy - and requires a commitment from the top down. And how better to earn that commitment than with easy - to- attain insights? This session will detail quick wins to help get your stakeholders bought in to your analytics vision.

Culture Creation and Customer Experience

12:15 pm - 12:45 pm What to Avoid When Pursuing Improved Customer Experience in Shared Services
Quality customer experience is anything but a sure thing and most organizations are far less successful than they may want to be. In shared services, which services thousands of customers, quality CEM is becoming an imperative. This session discusses common pitfalls to avoid when ebarking on this quest for quality.

HR Vision

12:15 pm - 12:45 pm SMAC and the SSC: Utilizing Social Media and Apps for a More Mobile Workplace
  • Engaging with your staff and customers through apps, and social media
  • Purchasing, travel requests, manager approvals: How do employee apps work in practice and what are the pitfalls?
  • Increasing productivity through employee apps
  • Retraining employees with SMAC competencies
  • Ingesting the volume, velocity and variety of SMAC data to spot anomalies and golden nuggets

Operational Best Practice

12:15 pm - 12:45 pm A Process Transformation Primer: What is The Roadmap to Success for Greater Alignment with Customers of Finance
Process redesign is not for the faint of heart. It takes time, guts and drive to change something that is often entrenched in company history. What are some key areas to think of when undergoing an end-to-end transformation within the Customer-To-Cash and FP&A functions. This session will delve into:

  • Efficiency or Effectiveness – What is the key driver?
  • What critical governance is necessary for the removal of ‘silo’ operations
  • How to align with the business needs

12:45 pm - 1:30 pm CLOSING KEYNOTE: Taking it Back to Basics – Saving Your Company 18 Million in 2 Years

As the CFO for the Americas and SVP at Schenker, Inc., Jan led the finance function for $3 billion in business and 10,000 FTEs. Under his leadership, the Shared Services Center FTE count was reduced 60% and DSO went from 57 to 41 days, saving $87 million in working capital. These are numbers that most organizations dream of. While the SS&O industry is always looking forward, sometimes we forget to look back and ensure we have the basics right.

In this session, Jan will discuss how his organization achieved so much and how he has taken those principles to his new organization which is currently setting up its own shared services organization including insight on:
  • Working with senior management to ensure full transparency and get buy-in for proposed strategies
  • Documenting work processes in the SSC and how to upgrade in the 40 branches
  • Making SOPs for onboarding new clients
  • Determining best-fit SSC location
  • Choosing the right technologies for your go-live – or whether to use vendors at all

1:30 pm - 1:45 pm The Winner Takes It All Prize Giveaway


1:55 pm - 2:55 pm LUNCH