Media Center

Reports

Global Intelligent Automation Market Report (H1 2017) Part 1

Intelligent automation (IA) is the fastest growing technology with the greatest power for disruption.

At its most basic, it eliminates mundane, repetitive tasks. At the other extreme, it will begin to replace higher-level cognitive human abilities with a far greater capacity for volume, analysis, accuracy and consistency than can currently be performed by humans.

This report (the first in a 2-part series) is one of the most comprehensive you will find on this fast-changing topic. It presents the broad continuum of opportunities represented by IA from the all important perspective of “fit for purpose,” providing 8 considerations for choosing the right IA solution to successfully align with, and execute, your enterprise strategy.

Fast Track Your Attendance

RPA and Intelligent Automation at Shared Services Week

Start planning your trip with this RPA and Intelligent Automation Agenda At-A-Glance. Get an overview of all the RPA/IA related sessions and activities we have in store for you this year including RPA site tours, tracks, case studies and inspirational keynotes.

Plus! As an added bonus, we spoke to speaker John Dieter, SVP, Global Financial Shared Services, Pepsico, to get his insight on "How to Prepare Your Talent for RPA."

To receive this piece via email, please contact us at enquiry@iqpc.com with "SSOW RPA Agenda Request" listed in the subject line.


Reports

2017 State of the Shared Services Industry Report

SSON Network put together this year, 2016's State of the Industry survey based on data collected from shared service centers.  Check out all of the detailed information by downloading it here!

Insight from Onsite 2017 Report - Part 1 and 2

Insight from Onsite 2017 Report - Part 1 and 2

The 21st Annual Shared Services and Outsourcing Week North America was host to over 950 senior level shared services, GBS and outsourcing professionals, a 25% growth from last year! SSON took advantage of having such a large dataset in one place thus, creating an invaluable map of the North American shared services landscape. The following selection of insight from onsite delves into levels of robotics implementation, maturity, global business services implementation, e-invoicing, talent and much more.

How to Ensure Your BOT Doesn't Go Terminator

Robotic Process Automation (RPA) is currently one of the most popular enablers of services, and one of the reasons why the shared services backdrop is so vastly different from ten years ago as to be almost unrecognizable. But for many enterprises considering RPA, concerns around security are preventing action. More often than not, it's the IT department that is slamming on the brakes, concerned about the ptoential scenario of dezons of robots running amok across its systems. So, what's real and what's not when it comes to RPA security concerns? The comprehensive report dives into the key factors, challenges and concerns of implementing RPA.

Your Shared Services Career Path

How good are you at ‘managing to numbers’? That’s a skill you will need to develop if you want to have a solid career ahead of you. Add to that a good understanding of IT and the ability to demonstrate first-hand experience of (or exposure to) operations – plus a strong dose of relationship management and a heightened sense of self-promotion; and not least important: proven ability in change management … and you might just stand a chance.

Download this exclusive whitepaper for more information on the opportunities you have as a shared services executive, and the most valuable points you should focus on to advance your career.

Interview - Keynote & Bestselling Author, Martin Ford

SSOW 2018 Keynote

Martin Ford is a futurist and New York Times bestselling author perhaps best known for his book "Rise of the Robots". He is specifically interested in how artificial intelligence is allowing robots to take over complex jobs. The accelerating pace of new technologies is changing everything, he says. Take a look at this exclusive interview where he addresses some of the most crucial questions about what the future of work, and your place in it, will look like.

Insight from Onsite 2017 Report - Part 1

SSON polled all attendees at the 21st Annual Shared Services and Outsourcing Week North America and gathered invaluable insight from onsite. The following selection of insight from onsite delves into levels of robotics implementation, maturity, global business services implementation, e-invoicing, talent and much more. Get the insights today!

DART Report: U.S. Shared Services Landscape

This comprehensive report takes an in-depth look at the war for talent in the U.S. shared services market. Take a look inside to gain insight to the locations of every shared service center in the United States, new data on talent availability, average salary increases and decreases, job market competitiveness and much more.

Exclusive Content

The Shared Services Maturity Curve: Where Do You Fall?

In this interactive report, travel through the four levels of shared services maturity (Emerging, Evolving, Adding Value and GBS) to find out where you currently fall and what you need to do in order to advance your SSO to the next level.

If you have any questions or are having trouble viewing the presentation,  email us at enquiry@iqpc.com to let us know and we’d be happy to help!

The Consumerization of HR E-Book

In this comprehensive e-book, we outline the latest trends, proven implementation strategies and 3 real-world case studies pertaining to the Consumerization of HR, or, in other words, the pursuit of truly exceptional HR customer experiences. Find out how leading-edge HR shared services organizations are embracing digitalized, customer-centric HR services and get a preview of what we have in store for you at the 22nd Shared Services and Outsourcing Week in Orlando, FL. CHAPTER 1: What is the Consumerization of HR? CHAPTER 2: Help Yourself: Designing a Self-Service System that Works for Your Business CHAPTER 3: Overcoming Perceptions: Back Office Servants to Crucial Business Partner CHAPTER 4: The Move Towards Client-Centric Shared Services: Position Yourself Internally Within an Organization to Contribute Strategically CHAPTER 5: Additional Reading

Video

2016 SS&O Week: Lee Coulter

View Lee's session as he dives into “From Expense to Revenue – Make the Jump to a Revenue Generating Shared Services Organization”

2016 SS&O Week: Diana Tremblay

View Diana’s session from the 2016 SS&O Week as she dives into “Taking Shared Services to GBS and Beyond – The Continued Journey to a Best in Class GBS Organization.”

Cognitive RPA

Why bring robotic process automation and cognitive capabilities together? This short video shares how combining the two technologies provides a solution that provides value to customers today and in the future.

Pepsi quenches its global SS&O thirst

PepsiCo's VP Global Operations & Shared Services, Shakti Jauhar, knows the importance of remaining loyal to local roots while driving a global agenda. He talks standardization practices in this exclusive interview as well as the importance of being analytical and leveraging technology when doing so.

Highlights from SSOW 2017!

Experience first hand what it was like to be onsite at the 21st Shared Services & Outsourcing Week & see what to expect for the coming year!

Volvo's key to data sharing and root cause analysis

Mary Rumley, VP, HR Services Americas, Volvo speaks about the importance of sharing data information with the employees of shared services to have an impact. Using root cause analysis when sharing bad news to create an action plan, and more.

High-Level SSO Strategy with Hong Le

We caught up with Hong Le, Director of HRIS at Inova Health System, and asked her about talent management, technology, innovation, and the processes she uses to continue operational improvement every day.

The Brightside of wrong: How you can learn more from failure than success

Debbie Vander Bogart, VP, Global Shared Services at Levi Strauss & Co., encourages you to take a hard look at your failures in order to glean powerful insights for the future.

Articles

Podcast with the Godmother of Shared Services: Deborah Kops

Deborah Kops joins us and brings us back to industry pioneers who started to destroy organizations in order to put something more creative together. She’s skeptical of whether robots will be creative destruction due to the fact that she feels her colleagues are looking at automation as simply process improvement and removing cost as opposed to creating. Deborah say’s that you cannot create if you’re focused on cost. On cost, she notes that there are two types of CFO’s- control CFO’s and growth CFO’s- and a smart shared services executive always looks to report to a growth CFO due to the fact that Shared Service is about growth, not cost. Jumping off of the concept of liberation theology, Deborah sees automation as liberation technology.

Making a Good Brand GREAT with Multi-Function Shared Services

Recorded at the Nordic RPA & AI Summit in Stockholm, Jorgen Lislerud joins us and takes us through the Circle K rebrand making them a global organization representing convenience delivering great customer experience. The goal is for folks to understand that the Circle K logo means great people, great products, great fuel and fantastic coffee. Jorge runs shared services for Circle K out of Riga, Latvia and Warsaw, Poland. IT is big including infrastructure, development, and IT service desk is out of Warsaw. Riga has financial services, accounting, HR, fuel distribution planning and customer service. Jorgen is working with RPA with a program up and running in customer service, finance, fuel and HR operations. The program began under the radar but after experiencing key wins, the program was rolled out in multiple functions.

Podcast with Western Union's Ricardo Badillo: Costa Rica and Shared Services Careers

Ricardo Badillo joins us from SSOW US where he was dubbed by Episode 4 guest and CFO of S&P Dow Jones Indices, Manny Korakis, as best dressed individual. Ricardo is based in Costa Rica which is a bit of a Shared Services hub. He notes that the country actually been ranked as happiest in the world. Over the years work in the country has evolved from manufacturing to call center to transactional and more value added work. There are roughly 200 companies that have shared services operations in Costa Rica which means roughly 30,000 employees in the space in the country. The basis of how Ricardo operates in shared services comes from his father where he learned the importance of education, discipline, being on time, delivering what you promise, telling the truth and being transparent.

Chazey Partners: Does Size Matter When It Comes To Success?

As a mid-size company there are a number of questions you might ask. Such as:

  • Does size matter when it comes to success with Shared Services?
  • Don’t you need to be a large company to achieve economies of scale through ‘centralization’ which is a key benefit from reorganizing into Shared Service Centers?
  • Doesn’t scale mean that one has a better position when negotiating with potential third parties such as purchasing new technology enablers or considering outsourcers?

This articles explores the key parameters of implementing Shared Services in a smaller size companies, including technology, location, talent and ERP.

Chazey Partners: Advancing Your Shared Services with RPA

<p>Chazey Partners is a participating sponsor of the 21st Shared Services &amp; Outsourcing Week. Check out their whitepaper, then come see them at the event in March!</p>

Applying Learnings in Customer Experience to Employee Experience at Amazon

In early 2015 Matt Wilden was asked to begin building a new team in Amazon’s HR Shared Services department focused on measuring and developing the way employees experience our services. I admit that the initial charter was somewhat daunting – to benchmark Amazon’s external customer experience and re-tool it to focus on creating a bar-raising experience for employees, managers, and HR every day. In this article, Matt shares highlights and lessons learned from Amazon's HR SSO journey.

Chrome River - 10 Ways to Reduce Expense Fraud

Your organization need not be the next victim of travel and expense fraud. In this whitepaper, we will outline the different types of expense fraud, and will also explain how organizations can reduce and even eliminate the risk of expense fraud.

Submission Form

Excellence In Culture Creation Awards Application

Do you have what it takes to win the Excellence In Culture Creation Award? SSON's Shared Services & Outsourcing Excellence Awards is a globally recognized, annual industry awards ceremony, which honors and celebrates SSC and service delivery teams who have exceeded industry standards in their SS&O initiatives. Apply before the deadline December 31st!

Excellence In Automation Award Application

Do you have what it takes to win the Excellence In Automation Award? SSON's Shared Services & Outsourcing Excellence Awards is a globally recognized, annual industry awards ceremony, which honors and celebrates SSC and service delivery teams who have exceeded industry standards in their SS&O initiatives. Apply before the deadline December 31st!

Excellence in Innovation Award Application

Do you have what it takes to win the Excellence In Innovation Award? SSON's Shared Services & Outsourcing Excellence Awards is a globally recognized, annual industry awards ceremony, which honors and celebrates SSC and service delivery teams who have exceeded industry standards in their SS&O initiatives. Apply before the deadline December 31st!

Excellence In Process Improvement Award Application

Do you have what it takes to win the Excellence In Process Improvement award? SSON's Shared Services & Outsourcing Excellence Awards is a globally recognized, annual industry awards ceremony, which honors and celebrates SSC and service delivery teams who have exceeded industry standards in their SS&O initiatives. Apply before the deadline December 31st!

Excellence In Value Creation Award Application

Do you have what it takes to win the Value Creation Award? SSON's Shared Services & Outsourcing Excellence Awards is a globally recognized, annual industry awards ceremony, which honors and celebrates SSC and service delivery teams who have exceeded industry standards in their SS&O initiatives. Apply before the deadline December 31st!

CPI Articles

A High Level Approach to Successful IT Shared Services Implementation

While launching shared services is not for the faint-of-heart, taking a high-level approach helps identify what's important to focus on. Joanie Walker and Michael LaMonaca continue their 'Shared Services for IT' series.

Whitepapers

CHANGE MANAGEMENT - UHY Advisors

In order to compete in business today, you need to drive innovation in your organization. But with innovation comes change, and change is not always easy. So how do you prepare your people and your company for both innovation and change? You create a sustainable culture of Continuous Improvement

Chrome River - 10 Expense Management Best Practices

A "Top 10" list of expense management best practices that are simple but effective and can be used for guidance in evaluating your current policies.

Fast Track Your Attendance

Convince Your Boss Letter

Need help getting approval to attend SS&O Week?

Print this 'Convince Your Boss' letter, customize it and share with your boss so that you can get the buy-in to attend the SS&O Week in March.

2018 SSOW Registration Form

Fast track your attendance with our 2018 Shared Services & Outsourcing registration form!

Attendee ROI Toolkit

Your one-stop-shop for justifying your attendance to the 2018 Shared Services & Outsourcing Week. Packet includes benefits of attending, attendee snapshot, dear boss letter and registration form.

Who's attending SSOW 2018?

Not sure what to expect at this year's Shared Service Week? Check out the different job titles and companies that are attending!

Sponsorship Information

SSOW Booking Form

Download the 2018 Pre-Booking Form and explore different sponsorship levels and opportunities available to get your services and products in front of future customers in 2018.

Articles

Why HR Services Needs Intelligent Automation

For support services focused on human resources, the implications for saving time on non value-adding tasks, and exponentially scaling up value-added services, promises to propel HR into a far more valuable partner position. The constant pressure to do more with less, deliver operational improvements quickly, provide more reliable data, manage regulatory reporting, and, of course, deliver higher value services…mean that intelligent automation is appearing at just the right time. This article explains why now is the time to implement RPA in HR.

Reports

Embracing automation: The EY Global Story

Just over a year ago, EY took the first steps in our intelligent automation journey, with three proof of concepts, and today we have over 500 internal processes automated that help improve customer experience, quality of services and efficiency. The initiative was sponsored by EY Global leadership, and led to the setting up of a multi-location center of excellence as part of our Global Delivery Services (GDS), which is dedicated to enabling robotic process automation (RPA) within EY.

Articles

Continuous Improvement: a Little "Retro" is a Good Thing

Increasing the performance of a shared service operation, whether in-house or outsourced, is a major key performance indicator (KPI). There are always new targets and pressures to reduce costs, increase services, improve quality and ensure compliance. The cycle can, at times, appear to be never ending. Earlier this year I wrote about AI and Robotics and its impact on shared service centre (SSC) operations. Outsourcing providers will lead the investment in RPA (Robotics Process Automation), especially in areas that reduce the number of employees they need to attract and retain to service the clients in their portfolio. But what are the techniques that most organisations use to drive service performance?

Presentations

Transforming the Way Business is Done: P&G's GBS Story

Follow along as Filippo Passerini, the former Head of P&G's GBS, and 2016 SSOW Keynote Speaker leads us on a journey through P&G's world-class global business services model.

Developing a Global Service Delivery Network

Developing a Global Service Delivery Network: –Establishing a robust governance strategy –Building strong engagement with the business unit to understand needs and requirements –The importance of establishing proper global process ownership of all new activities –Creating a unified approach to business support: -- Overcoming resistance and coordination Presentation by Jennifer Hubbard Director of ZF North American Shared Services presenting and Richard J. Rowan, Jr., CMA Vice President, ZF Global Shared Services Strategy and Operations

Battling Big Brands to Ensure You Get (and Keep) the Talent Needed

It’s a dog eat dog world out there, especially in the battle for the best talent. The F1000s have a big name to tout, which often will attract new faces by the sheer force of the brand. To compete, smaller companies have had to rely on more than just their names and this session discussion some of those strategies.

Designing a Self-Service System that Works for Your Business

Despite game changing developments in technology and the increase of techsavvy workers, the resistance to even the smartest self-service system is a pain felt acutely by many shared services. This session looks at: Change management within self-service: How can you make the employee experience better, Best-in-breed tech: Which are the right apps, systems to use?, Communicating change to your business in the right way: Engaging all stakeholders. Presentation by Stephanie Giron, VP HR and Payroll Operations, Nielson

Successful P2P Change Management

Kim Rankel, Director of P2P North America Global Business Services at Eli Lilly & Company shows how to guarantee quick wins and ROI when implementing a new procure to pay system.

All Aboard! What’s the best way to get stakeholder buy-in?

What’s the quickest way to stop a project in its tracks? Not having the buy-in from the right people. Shared Services - which necessitates movement of work and ownership - screams risk for many business heads causing them to be defensive and uncollaborative. This session demonstrates how best to gain and keep the buy-in from all major stakeholders, ensuring that your SSC gets off to a flying start.

The GES Journey – BlackLine Account Reconciliation Task Management

Provides an introduction to GES' Shared Services Accounting Group (SSAG) and a overview of their Account Reconciliation and Task Management Journey. Presentation by David Swanberg, Executive Director – Shared Services Accounting Group, GES (Global Experience Specialists.

Moving Forward Together with Continuous Improvement

Combining multiple departments under a single leader does not necessarily result in an effective multifunction shared services center; you’ve got to be prepared with a much more strategic plan. In this session, you will see how developing a common vision and a compulsive reason to act can result in your shared services organization having key metrics with clear goals, a transformation plan to get you there and every employee’s actions aligned. Learn how visual management, standard work, and individual contributor involvement can reduce exception work, reduce costs, and increase employee engagement

Big Talent for Shared Services

ACCA demystifies millennials and shares proven strategies for maximizing employee engagement, attracting top notch shared services talent and developing future shared services leaders.

Overcoming Perceptions: Back Office Servants to Crucial Business Partner

Swiss Re’s Revolutionary Journey by Vesta Bovair, Global Business Solutions (GBS). In this session Ms. Bovair discusses how Swiss Re’s GBS organization has now taken a strategic role in the business and is driving change through their data analytics hub, robotics automation center and global captive service locations, and how they never let a good crisis go to waste.

Digitizing the P2P Process

Caesar Parlade, Senior Consultant Reyes Tacandong & Co. and Former Chief Operating Officer, ANZ GSO shares best practices for digitizing the procure to pay process to create process intelligence and better customer experiences.

Robotic Process Automation: Real Life Lessons from Prudential Financial's Journey

Paul McLean, Vice President at Prudential Financial takes us through their RPA journey and lessons learned.

Turner Financial Shared Services “Our Way”

Cindy Pekrul – SVP, Accounting Business Services from Turner walks you through their shared services journey. Find out how Turner's GBS team effectively defined a vision, developed their approach, focused on process efficiencies and implemented low cost automation

Starbucks “#SIMPLIFY” AP Journey

Find out how Starbucks applied RPA and intelligent automation to optimize the accounts payable process.