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VIP all access pass expires August 8th. Put a reminder in your Outlook calendar now!
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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
- Site Tour C: Extended Site Tour: Amazon Shared Services
- 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: Effectively Benchmarking And Calculating The Payback Of Your Shared Services Initiatives
- 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: Extended Site Tour: Amazon Shared Services
(Please note that participation in workshop C due to timing, will not allow for participation in workshops D or E)
Registration 7:45 Breakfast will be served
Amazon.com, a Fortune 500 company based in Seattle, Washington, is the global leader in e-commerce. Since Jeff Bezos started Amazon.com in 1995, Amazon has significantly expanded their product offerings, international sites, and worldwide network of fulfillment and customer service centers. Today, Amazon.com offers everything from books and electronics to tennis rackets and diamond jewelry. Amazon.com operates sites in the United Kingdom, Germany, France, Japan, Canada, and China (Joyo.com) and maintain over 25 fulfillment centers around the world which encompass more than 12 million square feet. The Shared Service center based in Nevada is responsible for retail finance and the buying organization. Financial professionals at Amazon.com operate as business partners within functional teams throughout the company.
- Layout of the center
- Workflow and optimization strategy
- Division Area heads – introduction and presentation
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
Registration 11:00 Lunch will be served
In this workshop, both the theory and the practice of continuous monitoring for fraud will be presented and discussed. 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
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
Registration 2:15
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:
- Improve processes and link the strategic goals of the organization
- Support buy-in through the organization with performance management systems
- Boost your organizational 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
Andrew Muras
Senior Manager
BAE Systems
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2:30pm – 5:30pm Workshop G: Outsourcing – Identifying What to Outsource to Save Money
Registration 2:15
This session provides an overview of how to use outsourcing to achieve your organization’s goals. The session will extend your thinking beyond expense reduction as the primary outsourcing objective. You will be guided through a dynamic case study to explore the ups and downs of the outsourcing lifecycle:
Opportunity Identification > Assessment > Transition Planning > Transition > Service Management
With each step in the case study, more information will be revealed, and basic assumptions will change. Just like in real life!
Participants will take home:
- An understanding of the main value drivers for outsourcing
- A tollgate approach to each lifecycle phase that highlights steps that are critical to success
- Lessons learned from seasoned professionals with special emphasis on Transition and ongoing Service Management
| David Taliancich VP of Shared Services Safeco Insurance |
Kurt Kohorst AVP Outsourcing Programs Safeco Insurance |
5:45pm – 8:45pm Workshop H: Effectively Benchmarking And Calculating The Payback Of Your Shared Services Initiatives
Registration 5:30 Dinner will be served
Justifying capital expenditure in an environment that has often specifically designed to save costs is a core requisite of a successful SS leader, at the same time you also have to justify the charges that you will be making to the business units and all of your stakeholders. This workshop session will prepare you for both of the key elements of effectively setting up your benchmarking practices and then selling them to your key stakeholders
- Understanding the hidden cost of Benchmarking
- How to account for the added values of security and customer/business unit knowledge
- what is it worth the B/Units?
- Pricing strategies for your services
This workshop is focused towards those SSO facilities that have full chargeback environments or who are looking at moving to this environment.
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Michael Fraley Managing Director Alsbridge |
Steve Kopp Managing Director Alsbridge |
OR
5:45pm – 8:45pm Workshop I: Enhancing Performance of Shared Services Centers through Quality Improvement
5:30 Dinner will be served
Error rates for most Shared Services are high – often in the 2 to 5 percent range. Addressing the “customer service crises” caused by these errors can command up to half of the available work time for Shared Services staff and, more importantly, work time for management and executives.
How you will benefit:
- This session offers techniques to diagnose and fix service quality problems at their root, so your group spends less time fighting fires, and more time growing your business.
What you will learn:
- How to recognize quality problems early
- How to identify root causes
- How to take corrective action
| Don Piotter Director Deloitte Consulting LLP |
Krista Mondschein Senior Manager Deloitte Consulting LLP |
