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Day Two: Workshops - Monday, September 22, 2008
Please click on the links below to learn more:
- Workshop B: SLAs from the Ground Up: Successfully Developing SLAs in a Shared Services Environment
- Workshop C: The Function and Flow a Successful Shared Services Unit – Technology in Action
- Workshop D: Transformational Change Management – the Most Used, the Most Needed, and the Least Trained Skill
- Workshop E: Continuous Monitoring and Fraud Detection in Financial Shared Services
- Workshop F: Creating the Right Performance Measures to Maintain Competitive Advantage
- Workshop G: Outsourcing – Identifying What to Outsource to Save Money
- Workshop H: Creating Clear Policies to Create a Transparent Governance Model
- Workshop I: Enhancing Performance of Shared Services Centers Through Quality Improvement Centers
8:00am – 11:00am Workshop B: SLAs from the Ground Up: Successfully Developing SLAs in a Shared Services Environment
A case study using a government contracting firm will include a roadmap for setting up an SLA from scratch. The session will provide one company’s answers to these questions:
- When is an SLA appropriate?
- What should be included in an SLA?
- Who’s involved in the development process?
- What’s measured and reported?
- How has the SLA improved the relationship between the business units and the Shared Services organization?
- Does the SLA meet the true needs of the business units?
Participants will work through several of the most critical tasks involved in developing an SLA in this setting. Sample participant surveys, report templates, and a sample SLA template will be provided. A sample monitoring tool will be demonstrated.
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Lisa S. Young Senior Vice-President, Enterprise Support ASRC Federal Holding Company |
Amy A. Greene Director, Performance Support ASRC Federal Holding Company |
Michael R. Nussbaum Director, Quality Assurance ASRC Federal Holding Company |
8:00am – 2:15pm Workshop C: The Function and Flow a Successful Shared Services Unit – Technology in Action
This tour will focus on how technology can increase the efficiency and effectiveness of your Shared services and will look at:
- Workflow in practice can create unforeseen efficiencies that you can identify and effectively capitalize on
- Scanning and online document management systems that successfully interface with your ERP and financial management systems
- Knowledge management systems that enhance decision support functions
The site tour will cover:
- Layout of the facility
- Meet with the division manager heads
- Q&A session with the team members
- Receive of the technology
11:15am – 2:15pm Workshop D: Transformational Change Management – the Most Used, the Most Needed, and the Least Trained Skill
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 sited as one of the most needed and most challenging skills to master. In this unique workshop learn practical tools and techniques to help you succeed back at the office.
- Aligning all the stakeholders to one common vision
- Determining goals and objectives for everything whether your SSO is ensconced into company culture or the initiative is new
- Tools and techniques for affecting change
Sam Poston
Partner
ScottMadden
OR
11:15am – 2:15pm Workshop E: Continuous Monitoring and Fraud Detection in Financial Shared Services
In this workshop, both the theory and the practice of continuous monitoring for fraud will be presented and discussed. This session will provide an overview of patent-pending technology being used by several large organizations to manage their risk in procure-to-pay processes. A Vendor Risk Analysis & Fraud Monitoring Workbook will be completed in this session. Your completed workbook, which will help define areas of potential exposure, will be yours to keep following the session.
Three key benefits of attending this session:
- Understand the risk of fraud in the procure-to-pay process
- Gain the information to begin a vendor risk initiative in your shared services organization
- Complete an assessment of your potential risk and your role in mitigating it Also:
- Specific real-world examples of vendor risk analysis and fraud detection will be cited in this session
- More than 20 fraud flags will be described
- The importance of automated mechanisms for reviewing transactions will be covered
- OFAC, denied parties, and other government control and watch lists will be explained
- Vendor setup and verification procedures will be discussed
- The limitations of partial audits and occasional reviews will be revealed
- The value of integrating fraud detection and risk analysis in your shared services strategy will be made clear
You will walk away from this workshop with not only a more informed perspective, but the next steps to pursue your own strategic vendor risk and fraud detection initiative.
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Catherine C. Escarcha Director, Accounting Services, Accounts Payable/ICC Siemens Shared Services |
Jim Arnold President Apex Analytix |
Steve Yurko Senior Vice President of Solutions Apex Analytix |
2:30pm – 5:30pm Workshop F: Creating the Right Performance Measures to Maintain Competitive Advantage
What should you measure to be meaningful to your customers and business units? How should you link it to business transformation and strategic initiatives?
How You Will Benefit
To be effective, performance management systems must measure the right things, be focused on improving processes and link to the strategic goals of the organization. Performance management systems allow Shared Services and their customers to communicate on a common basis, thus helping resolve misunderstandings and supporting buy-in through the organization. They are also essential for helping your Shared Services organization boost its competitive advantage.
What You Will Learn
- The goal in performance management, including the 3 key questions to ask of every metric
- Key steps in developing effective measures
- Using the basic tools in performance management: Balanced Scored and Activity Based Management for a top-down/bottoms up approach
- Techniques to get results in 3-5 days
- Linking measurement systems, cost drivers and process improvement to make change happen
- Integrating with SLAs and Chargebacks
- Benchmarking internally and with external service providers
In addition, each participant receives a free copy of BAE Systems FastTrack software for rapidly analyzing your processes and activities, plus hear a case study on how to implement and use in real life situations.
Andrew Muras
Senior Manager
BAE Systems
OR
2:30pm – 5:30pm Workshop G: Outsourcing – Identifying What to Outsource to Save Money
In a downturn economy a number of companies will feel increasing pressure to look at where in their organizations they can find even more efficiencies. The fundamental reason to outsource is to save money, however surveys show that cost savings are often not achieved as expected due to hidden costs and unidentified expense points. What considerations do you need to take into account to identify the often hidden costs of outsourcing? This session will help you build a thorough checklist to look at your business and asses if you have potential candidates’ functions for outsourcing and what are all of your aims to achieve from outsourcing.
- What are realistic saving expectations from outsourcing?
- Activity analysis as a method of understanding your current cost structure
| David Taliancich VP of Shared Services Safeco Insurance |
Kurt Kohorst AVP Outsourcing Programs Safeco Insurance |
5:45pm – 8:45pm Workshop H: Creating Clear Policies to Create a Transparent Governance Model
- Control and visibility
- Reporting and process improvement
- Process, procedure, compliance
- Not standardization but mass customization
- Creating a standard language
Charles Aird
Managing Directror
PWC LLP
OR
5:45pm – 8:45pm Workshop I: Enhancing Performance of Shared Services Centers Through Quality Improvement Centers
Increasingly, organizations with existing shared services operations are asking questions such as: How are we really doing? How do we stack up against leading practices? What areas should we improve?
How You Will Benefit:
This session offers a means to help you identify potential ways in which to improve customer satisfaction and operational efficiency.
What You Will Learn:
- Achieving maximum effectiveness through service operations
- Implementing Six Sigma and continuous process improvements
- Using a maturity model to improve customer satisfaction
| Don Piotter Director Deloitte Consulting LLP |
Krista Mondschein Senior Manager Deloitte Consulting LLP |