September 22 - 25, 2008 - Caesar’s Palace, Las Vegas, NV
Day Three: Conference - Tuesday, September 23, 2008
7:00 Registration And Networking Breakfast
8:00 Chairperson’s Opening Remarks – What Is Shared Services?
Jim Arnold
President
Apex Analytics
8:15 KEYNOTE: What An Economic Recession
Means For Shared Services Organizations
- How you can actually ADD value during a downturn economy
- How to avoid losing staff
- Why recruiting during this time is critical
- Selling your value add successfully to the “C” suite
Sam Poston
Senior Vice President
ScottMadden
Brian Breen
SVP & Treasurer
Simmons Bedding Company
9:05 KEYNOTE: The Evolving Definition Of Shared
Services – There Is No Mature Shared Service
- Becoming a true partner to the business – what does this mean?
- Customer centric Shared Services
- Does the term “shared services” have a positive or negative connotation?
Robert Yeldell
Assistant Controller Accounting Operations
Guess Inc
9:55 Networking Refreshment Break In The Exhibit Hall
TALENT MANAGEMENT
An ongoing issue in Shared Services, these sessions will focus on the right turnover levels in your SSOs different functions, recruiting SS talent as opposed
to function talent and how to effectively address the perception of the SSC career progression. In addition advanced sessions focus on pay scales in sso’s
as opposed to B/Units and Job family descriptions for SS professionals.
Track A
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Track B
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10:45 Building Effective Leadership And Morale Programs
- Engaging your workforce & aligning employees with company vision
- The importance of a Shared Services Mission Statement
- Empowering employees to make decisions
- Maintaining morale in a high turnover environment
- Increasing the time spent on customer focused activities
Troy Evans
Director of Shared Services Accounting
CH2M Hill
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10:45 Compensation Structures In SSOs Compared To Business Unit Customers
- Creating competitive compensation plans
- Compensating based on performance and contribution
- Evaluating different compensation plans as a way to increase motivation and employee engagement
Debra Cox
Managing Director, Shared Services
Tesoro Companies
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11:35 Career-Pathing In Your Shared Services Organization
- Identifying job families and functions
- Creating an internship for management
- Identifying and nurturing future leaders
- Creating more corporate opportunities through job shadowing or rotations
- Guarding against Shared Services looking like a dead end organization
Debbie Vander-Bogart
Senior Director Shared Services Center
Levi Strauss & Co.
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11:35 Recruiting Shared Service Professionals As Opposed To Line Functions
- Identifying not just the right skills, but trainability
- Effectively managing turnover
- Replacing retirement talent
- Recruiting for SS professionals rather than moving people from functional positions
- What skills do you target in a Shared Service worker?
Antonia Watson
Executive Director
Morgan Stanley
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12:20 Networking Luncheon
The Luncheon is being sponsored by: Gyorgy Retfalvi, CEO, ITD Hungary
PERFORMANCE MEASUREMENT & MANAGEMENT
Critical to determining both the cost savings and value add that Shared Services can offer an organization, the performance sessions will look at the
fundamentals of PM&M and also address exactly how to measure and manage quality using the different tools and methodologies available.
1:30 Integrating Lean Six Sigma Into Your Shared Services
- Employing lean six sigma to achieve a more efficient and optimized organization by balancing the need for speed with flawless customer service delivery
- Improving quality, reducing cycle time, and enhancing the customer experience through methodical elimination of non-value-adding work,
- Recognizing how to achieve clarity and speed in your improvement projects by integrating Lean Six Sigma in the service design and operational planning
Lolita Mancheno-Smoak
D.B.A., Manager, HR Shared Services Support
United States Postal Service
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1:30 Optimizing Efficiency In Your SSO
A recent study of finance shared service organizations by the Hackett Group found that while fully 86% of them use six sigma or similar continuous improvement methodologies, they generally only achieve incremental gains.” CFO, March 2007, page 18.
- Developing a service selection methodology to ensure cost savings, revenue growth, and improved service delivery.
- Successfully conducting a holistic approach to performance management
- Institutionalizing reengineering efforts to ensure continuous business and process improvement
Paul S. Bartley
Director, Program Support Center
United States Department of Health & Human Services
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2:20 Chargeback Strategies For Shared Services
- Understanding the volume demands and unit cost of providing services to your customers
- Effectively managing service costs through delivery process performance
- Integrating SLAs and chargebacks
- Linking measures to the strategic goals of the overall organization
John C. Wade
Vice President & CIO
Saint Luke’s Health System
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2:20 Effectively Measuring Downstream Quality From Your Shared Services Organization
- Feeding information back to the organization
- Partnering with BUs to drive optimal demand
- Returning money to the business partners
- Adding value beyond transactional processing
Kris Rosiak
Director, Global Networks
UBS
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3:05 Afternoon Networking Break
3:50 PANEL: Achieving Excellence In Vendor File
Management
- Clean up your vendor file by reducing duplicate vendors, onetime vendors and inactive vendors
- Prevent duplicate payments and other transactional errors
- Recover otherwise unseen vendor-generated credit types
- Match parent and subsidiary vendors
- Update your vendors’ current AR department contact data
- Enhance and simplify W9 requesting and TIN matching with an organized vendor file
- Introduce naming conventions
Sherry Depew
Vice President
Product Management for Audit Solutions
CAPTIVE OFFSHORE/ONSHORE SSC
You may be considering offshore options for the first time and need to understand the legal and cultural implications for you target location, or you are
monitoring on an ongoing basis the offshore options for bench marking purposes of your current locations. In addition the current economic climate and
falling dollar make it essential to keep abreast of the onshore and offshore opportunities for your SSO.
4:35 Offshoring As A Revitalized Option
The offshoring of services is now entering a new stage. The early days of offshoring have been left far behind, those days when companies in the industrialized world began to offshore their production activities to developing countries with the sole goal of increasing their efficiency by reducing labor costs. In the early 21st century, the challenges we are facing are those inherent in an increasingly globalized world, and different challenges require different solutions.
- Managing and controlling innovation processes scattered around the world
- Working with local and international suppliers
- Recruiting, developing and retaining global talent
Arie Y. Lewin
Professor, Director of Center for International Business Education & Research (CIBER) Editor in Chief JIBS and Lead Principal Investigator of the
Duke Offshoring Research Network
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4:35 Evaluating & Mitigating Offshoring & Outsourcing Risks
- Offshore outsourcing as both a strategic and tactical method of meeting new business demands
- Understand the strategic intent and sourcing approach
- Gain an overview of framework and project logic
- Discuss service quality framework and “watch-out”
Gary Walker
Director of Shared Services
Molson Coors Brewing Co
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4:35 Taking The Road Less Traveled: An SSO Without Centralization
The Concept of Shared services is not synonymous with the Shared Service Center. In fact in a number of scenarios, it makes more sense to have the SS professionals located in the Business Units that they are supporting. This session is led by a SS leader who opted not to locate all of the SS staff in on location. This session will share with you the experiences that this option has provided to better support the business units. In the scenario setting stage this session will outline
- What the layout looks like in a highly functional SSO
- What additional Quality of service has resulted from this location choice
- How do you keep the SS culture with a diversely located team?
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4:40 Close Of Day One And Cocktail Reception
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