IQPC Exchange Shared Services Exchange

7:30 – 8:20

Morning Refreshments

8:20 – 8.30

Vagn Hansen
Former VP of Finance, Finance Operations
Shell International Ltd

Chair’s Recap of Day One

8:30 – 9:15

Chaired by:

Jason Kennedy
CEO
The Grafton Employment Group

Panellists will include::

Paul Smits
Director Shared Services Organization
KPN

Michael Smyth
Head of Financial Shared Services
Dell

Vic Khan
Global Head of Shared Services
Alexander Mann

Recruitment & Retention: Sustaining a global talent pool

People development in Shared Service Centres is notoriously a difficult task as attrition rates can be high and career path challenges arise across different functions and different regions. This session looks at innovative approaches to motivating, training and inspiring different skillsets throughout SSC’s and best practices to overcome cultural challenges:

Review and revise staffing approaches to develop the right job profiles and training needs
Identifying clear career paths for captive SSC employees
What impact will KPO have on SSC talent?
Adapting commercial strategies to combat reduced workforce

9:15 – 9:55

Track A	Track B
Building a compliance roadmap in your Shared Service Centre Multi-jurisdictions present SSC’s operating across numerous regions with a number of compliance problems, especially within the finance and HR centres. Whether it is Data Protection regulations imposed by the EU or stringent Statutory accounts and Tax laws, information systems across each country need different levels of customisation presenting a high level of complexity for SSC’s striving to be compliant. This session looks at how different shared services have created transparency across their SSC and which tools they have used to approach compliance issues. Centrally co-ordinated compliance solutions Review of compliance management tools Overcoming regulatory problems in offshoring Risk mapping problem areas Carlo Nuvoletta VP Accounting & Head of SSC EMEA Computer Associates Tobias Kühr Former VP Business Development, HR Shared services Deutsche Telekom	Rapid Expansion or Organic Growth: Building a new division through M&A Integrating and servicing new companies introduced by mergers and acquisitions is a challenging and complex task, but imagine setting up an entire new division from scratch through the acquisition of 3 completely different companies when there is nothing to integrate to. Siemens Diagnostics grew from 3 acquired companies to one single entity, each from different continents, cultures and IT Systems. This session will take a look at the key considerations of this integration process and look at the challenges that have arisen, as the migration is estimated to be completed June 2010. Changing mindset and culture Standardising IT systems to align with Siemens systems Re-writing SLA’s to leverage further value Dr. Daniel Spindler Director Siemens Healthcare Diagnostics Services

Track A

Track B

Building a compliance roadmap in your Shared Service Centre

Multi-jurisdictions present SSC’s operating across numerous regions with a number of compliance problems, especially within the finance and HR centres. Whether it is Data Protection regulations imposed by the EU or stringent Statutory accounts and Tax laws, information systems across each country need different levels of customisation presenting a high level of complexity for SSC’s striving to be compliant. This session looks at how different shared services have created transparency across their SSC and which tools they have used to approach compliance issues.

Centrally co-ordinated compliance solutions
Review of compliance management tools
Overcoming regulatory problems in offshoring
Risk mapping problem areas

Carlo Nuvoletta
VP Accounting & Head of SSC EMEA
Computer Associates

Tobias Kühr
Former VP Business Development, HR Shared services
Deutsche Telekom

Rapid Expansion or Organic Growth: Building a new division through M&A

Integrating and servicing new companies introduced by mergers and acquisitions is a challenging and complex task, but imagine setting up an entire new division from scratch through the acquisition of 3 completely different companies when there is nothing to integrate to. Siemens Diagnostics grew from 3 acquired companies to one single entity, each from different continents, cultures and IT Systems. This session will take a look at the key considerations of this integration process and look at the challenges that have arisen, as the migration is estimated to be completed June 2010.

Changing mindset and culture
Standardising IT systems to align with Siemens systems
Re-writing SLA’s to leverage further value

Dr. Daniel Spindler
Director
Siemens Healthcare Diagnostics Services

9:55 – 10:05

Networking Break

10:05 – 10:45

Masterclass	Masterclass
Outsourcing and Compliance: How to get it right Ensuring compliance across multiple global regions and jurisdictions is of upmost importance. With high volumes of confidential financial information to integrate across the enterprise, what model should be deployed and what steps should be taken to ensure enterprise compliance in tax, data and financial regulation?	IT Infrastructure – Managed services, outsourcing, SaaS and cloud computing IT systems are a major expenditure for a Shared Service Centre. There are a number of ways to cut costs and maintain quality, including the use of managed services. The outsourcing of mission critical IT operations is a key strategic decision that must be aligned with the overall business model and growth map. Selecting the right outsourcing partner and IT strategy through SaaS, virtualization or data centre outsourcing, for example, can allow you to offload data issues and risk, and cloud computing can offer similar efficiency gains.

Masterclass

Outsourcing and Compliance: How to get it right

Ensuring compliance across multiple global regions and jurisdictions is of upmost importance. With high volumes of confidential financial information to integrate across the enterprise, what model should be deployed and what steps should be taken to ensure enterprise compliance in tax, data and financial regulation?

ernstandyoung

IT Infrastructure – Managed services, outsourcing, SaaS and cloud computing

IT systems are a major expenditure for a Shared Service Centre. There are a number of ways to cut costs and maintain quality, including the use of managed services.

The outsourcing of mission critical IT operations is a key strategic decision that must be aligned with the overall business model and growth map. Selecting the right outsourcing partner and IT strategy through SaaS, virtualization or data centre outsourcing, for example, can allow you to offload data issues and risk, and cloud computing can offer similar efficiency gains.

10:45 – 11:15

11:15 – 11:45

Business Meeting

BrainWeave™

Document Automation Zen: what you, as a leading executive, need to know to make information management work

- Led By

11:45 – 12:15

12:15 – 12:45

Business Meeting

BrainWeave™

Measuring SSC performance through benchmarking and business process automation

12:45 – 13:55

Networking Lunch

13:55 – 14:35

Vagn Hansen
Former VP of Finance, Finance Operations
Shell International Ltd

Global Process Ownership – review cost models

Delivering cost control and reduction projects on target can be tough at the best of times and the smallest of decisions can be critical to a network of shared services. Is it knowledge and leadership that takes the front seat in driving the successful migration of activities and processes across the globe or a series of lucky choices? This session looks at timelines and the rationale behind key decisions made in the growth of a network of SSC’s and asks how those decisions were made.

Key timeline checkpoints
Best practice in migrating multiple activities
Integrating SS Networks

14:35 – 14:45

Networking Break

14:45 – 15:30

Sanjeev Daliz
Global Shared Services Director
Colgate Palmolive

Opening the lines of communication: Collaborating with business partners to achieve full transparency on your end-to-end processes

Gaining transparency across operations in your Shared Service Centre can be challenging. Whether you use outsourcing partners or have many different regional operations, communicating that you all have a common purpose and targets is already halfway to achieving visibility. Once this has been recognised, setting the frameworks to ensure your processes are aligned together not only boosts your end-to-end process metrics, but more importantly, further integrates your Shared Service Operation with the business and its strategic goals. This session examines key communication challenges that can be overcome, and frameworks and tools used to fully harness the benefits that end-to-end process optimisation can bring:

How to quickly establish a current state and clear vision of your re-engineered process
Examining the latest business excellence frameworks, their relevance and intent across Shared Service environments
Operating even leaner in an already mature, low cost service environment
When can we realistically reach virtual shared services?

15:30 - 16:15

Aligning the right location strategy with your business goals

Offshoring, Nearshoring and Onshoring strategies all come with their fair share of pro’s and con’s, so how can you establish what will be the clear location strategy for your business? As value segmenting SSC’s becomes more common place and offshoring high value knowledge processes is introduced, finding the right location is more strategic than ever. This panel discussion looks at geographical regions emerging as effective SSC locations and assesses how the traditional landscape of offshoring is changing:

Emerging locations: Europe, Latin America and Asia Pacific
Review of Tier 1 and Tier 2 cities
KPO: Creating a talent pipeline that’s not available in your domestic market

Led by:

Igape

Nik Izuddin, MDeC – MSC Malaysia