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• Day Four: Conference

Day Four: Conference - Wednesday, September 24, 2008

8:00 Chairperson’s Opening Remarks

Jim Arnold
President
Apex Analytics

8:15 Extreme Makeover: Transforming Leadership Communication In Your SSO To Drive Employee Engagement

Employee engagement is essential for building a high performance SSO workforce. Engaged employees deliver direct results to business outcomes by generating higher levels of productivity and customer service. This session will focus on how shared service leaders can increase their capability to engage employees. Learn how to:

• Build leadership capability to increase employee engagement
• How to use the employee survey to drive engagement
• Link engagement to strategic business outcomes

Earl Pinto
Esq. Senior Advisor, Program Support Center
US Department of Health and Human Services

9:05 KEYNOTE CASE STUDY: Why Do Companies Choose Not To SSO?

• What are your alternatives?
• Evaluating reasons why Shared Services might not make sense for your organization

Manish Sahai
VP Service Network Partners
American Express

STRUCTURE & STRATEGY FOR YOUR SSO

Critical to the success of your endeavor, structure and strategy are a central theme to our event this year. We address issues such who are your stakeholders and what does a customer centric structure look like and how to you relay the methodology beyond the borders of your SSO to the business units?

Track A	Track B
10:45 The SSC Versus SSO – Becoming A Customer Driven Model Developing and issuing customer satisfaction surveys Creating a culture of communication between Shared Services and the business units Connecting measures to service initiatives to ensure proper accountability Do Shared Services need to be co-located? Russ Finney U.S. Vice President and CIO Tokyo Electron US Holdings	10:45 Understanding And Managing Your Various Stakeholders To Ensure Excellent Customer Service Customer service training for your staff Clearly identifying your stakeholder Groups Communicating differently to different Groups Larry Dismukes CFO Galls Inc.

LEVERAGING TECHNOLOGY

The technology sessions focus on technology as an enabler to Shared Services and how technology can add value through measurement of delivery but also KM as a value delivery tool and shared scanning centers and efficiency tools.

11:35 Globalization Of Shared Services And ERP Systems Is ERP a prerequisite for globalized Shared Services? What does true global ERP look like? Evaluating the differences between regional and global Shared Services Robert Sestito Director of Finance Business Services Johnson & Johnson

11:35 Workflow And Document Management Enabling Technologies Effectively utilizing technologies to reduce complexities and increase efficiencies Utilizing technology to improve workflow optimization Moving past traditional methods to further drive business value Mike Noble SVP Shared Services U.S. Foodservice

1:30 PLENARY 30 Ideas In 40 Minutes

Sometimes the most important idea/concept/tool/method that you take home from an event is just one simple easy idea gets you an immediate win. The idea of the 30 ideas in 40 minutes is for leading service providers’ consultants and practitioners on our panel to present for one minute. (8 ideas from 5 panelists) the top ideas that they have found to add value for the SSOs they run, worked in or collaborated with. The audience then through a series of voting reduces the list down to a list of 10 top takeaways from the session.

LEVERAGING TECHNOLOGY

2:20 Business Intelligence Technologies To Add Value From BU Data Increasingly the role of the SS support function is adding additional value to the business units by gathering, consolidating and delivering information to the business units that contributes significantly to the decision making processes within those units. As B/Us become more aware of the value of that this information can provide, they will be looking to Shared services to continue to provide the right information and possibly start wanting the information delivered in different ways. This session will look at what business intelligence technologies can offer in support of this function and focus on some of the strategies behind the provision of information. Clearly understanding the Business units operations to provide useful information Thinking broadly across functions and finding information that silo’ed B/Us would not access Assessing technology options to support BI Using your current technologies for BI

2:20 Case Study: Alltel Shared Services Gets Back On Track With AP Automation Like many organizations, Alltel Wireless has been tasked with doing more with less. When the landline division spun off, the Alltel Shared Service Center was left with half the staff and over 13,000 (mostly non-PO) invoices per month to process. They had invested in EDI and workflow technologies but were still unable to meet their targeted discount percentages or reduce their dependency on temporary data entry personnel. Find out the process improvements and best practices that Alltel applied to their SSC to exceed their 2007 goals and get the center back on track. During the session you will learn how Alltel: Turned AP from data processing center to profit center by eliminating manual procedures Significantly decreased operational costs associated with invoice processing Drastically increased their ability to take early payment discounts Σ Re-structured the organization to include more analytical personnel Continues to reap ROI from invoice processing improvements Plans to roll out more efficiency and productivity improvements for their SSC Lynn Smith Staff Manager – Finance Alltel Wireless Cathy Davenport Finance Supervisor - Accounts Payable Alltel Wireless Charles Kaplan VP Marketing & Product Marketing Brainware

SCOPE & SCALE OF YOUR SSO

Economies of scale and leverage are what SS is all about but do economies become diseconomies of scale? These sessions look at topics such as how to attract additional functions to your SSO and how to make optimize leverage.

3:50 Applying Shared Services Best Practices To Mid-Sized Organizations In this presentation hear how Tree of Life, Inc. launched a successful Shared Services Center two years ago despite: Being in a turnaround situation Little investment in financial systems Disparate processes and procedures Aggressive implementation targets Hear how they have been able to achieve multi million dollar reductions in working capital and how they have progressed from chaos to stability to efficiency. Bruce Natter Director of U.S. Shared Services Tree of Life Inc.

3:50 Successfully Servicing The Business By Adding More Functions To Your SSO Maximizing productivity Uncovering potential areas for process streamlining Pulling broader, more mission critical functions into your SSO Paul Runyan EVP HR Shared Services Countrywide Financial

3:50 When Economies Become Diseconomies Of Scale Do you need to be a big player to succeed? Are diseconomies of scale relevant? How does stakeholder management vary between small and large companies?

OUTSOURCING

In an economy that is tending towards a downturn, outsourcing as always presents an alluring opportunity for cost efficiencies through potential employee arbitrage. However the decision to outsource is not so easy; different legal and cultural environments provide complicating factors and you need to know what parts of your function you can afford to outsource without effecting quality of service and putting at risk company information.

4:40 Vendor Management – Moving Beyond The SLA When SLAs are not needed Determining the effectiveness of SLAs Measuring success in terms of overall business goals Ensuring a positive and beneficial partnership focused on continual improvements Pankaj Sharma Director Finance and Outsourcing Lead Electronic Arts AJ Bernstein Head of Shared Services Electronic Arts

4:40 Making The Right Outsourcing Decision The hot new outsourcing locations for 2009 Evaluating what to outsource and what to keep in house Managing and communicating to stakeholders amid cultural differences Patrick Cassity Leader, Global Shared Services Owens Corning

5:25 Close Of Conference

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