DAY 2: First day of Conference (Wednesday 20th March)

Please note the change in timings from the original publication of the agenda.

08:00 Registration

08:45 Susie’s Opening remarks

09:30 Building confidence in shared services: Approach from Siemens Global Shared Services

When you are looking to expand the scope of your shared services, how do you convince others that you are the right partner. Learn how Siemens invested in improving customer service and creating a service oriented culture in their global, cross-functional shared services. Gain insight to the strategies used to improve the reputation of a shared services organization and how that enables them now to grow in scope and add value to the business

Michel De Zeeuw
CEO Global Business Services
Siemens

10:15 How strong leadership will make your centralisation process, and your life, much easier

Undergoing a significant centralisation of finance and HR is a significant undertaking which can save the company significant amount of money, but can be fraught with hurdles and difficulties. However with a clear leadership message from the top, and the right change management processes in place, this can be done quite smoothly.
Learn how this company successfully integrated countries into their shared service centre and how they made this change happen smoothly. 

John Hall
Head of Business Service Organisation and Vania Gotseva Finance Shared Services Tradition Manager
Coca Cola Hellenic

11:00 Morning Coffee and demo sponsored by Ariba

11:30 Getting the right people, doing the right work in the right place. How do you do it?

• Talent – how do you find people with Continuous Improvement in their DNA?
• Change management – how do you find your change leaders and innovators?
• Outsourcing – how do you optimise this relationship from a talent perspective?

Kitti Dobbi
Human Resource Director European Business Service Centre
BP

12:15 What kind of shared service leader are you?
sharedserviceslink.com and Deborah Kops of Sourcing Change conducted an industry-first study that examines the different career pathways that characterize the development of today’s shared services leaders. Are you a “lifer”, a “loyalist”, a “moonlighter” or an “expert”? This session will explore the results of the survey and help you understand how the industry you work in influences your career path and how your career progression influences your leadership style.

Deborah Kops
Managing Principal
Sourcing Change

12:45 Speaker Clinics

13:00 Networking Lunch

14:00 Interactive Session Defining your culture
When establishing your shared services organisation, you should ask yourself what kind of culture do you want your centre to adopt? You will need to address your priorities and establish what is most important to the business: Cost? Speed? Service? Will you maintain the ideas of your wider business, or take a new direction? The culture will have a significant impact on the operation of your centre.

Phil Lambert
Robert McBride

14:45 Aligning the vision of your shared services with senior management

When establishing the vision for your shared services, you will be thinking about the value you can add to the company and that it is not all about cost saving, however when you’re speaking with the CEO and CFO, reducing cost it still high on their agenda. How do you align your vision with the vision of management? Hear how Cold Services company centralised their finance, technology, HR, and other services in a way that supports and adds value, and how they achieved clarity on their vision.

Vinoo André Mehera
VP Service Development
Colt Services

15:30 How to delight your customers: The results of our customer satisfaction survey revealed!

sharedserviceslink.com and TIBCO Nimbus recently ran a survey to benchmark levels of customer satisfaction for shared services professionals. Improving customer satisfaction ranked the highest priority in the next two years. What are the factors most likely to undermine customer satisfaction, and what can you do to improve relations with the business?

Susie West and Nigel Kilpatrick

15:50 Afternoon refreshments

16:20 Can you globalise without outsourcing?

Does globalising your shared services necessarily mean you need to outsource? Not necessarily. This session will provide insight on Rolls Royce’s successful global financial shared services organisation, how they improved standardisation and globalised while maintaining their captive model.

Colin Glynn
Global Head of Finance Shared Services
Rolls Royce

17:15 How customer happiness is the key to shared services expansion- 6 truths to get familiar with

As shared services evolve they are growing, bringing in more business and expanding in scope. In order to expand or grow your shared services, you need to have happy customers. This workshop will examine:

• The way shared services organizations are wanting to grow and expand
• How improving the customer experience is a top priority for shared services professionals
• What is stopping the customer from being happy
• 6 truths that need addressing if you are going to expand your scope and improve the customer experience

Nigel Kilpatrick
TIBCO Nimbus

18:00 Chair’s Close

18:15 Speaker Clinic

18:30 Delegate and Speaker dinner

DAY 3: Second day of Conference (Thursday 21st March)

08:15 Registration

08:30 Top tips learnt from day one and an interactive session: Benchmarking your shared services

This interactive session will explore how to benchmark your Shared Services and will address pressing questions such as:

• What are the common KPIs used to measure progress?
• How to measure your progress in a timely fashion to improve performance?

Discussion facilitated by:

Susie West
CEO
sharedserviceslink.com

9:30 The next steps: adding value and improving efficiency

After realising great benefits from their expansion in shared services, learn how they are continuing to improve efficiency and create more value from their shared services. Learn how Shell has continued to add value to the business, how they have measured their progress and what they have prioritised on their journey towards continuous improvement.

George Connell
VP Strategy and Finance Operations
Shell

10:15 Morning refreshments and demo sponsored by Tradeshift

10:45 Harnessing the benefits of global process standardisation

With thousands of branches globally, Hertz’ efforts to standardise processes in Europe and North America has enabled them to achieve great savings and improve the services they provide. Taking a systematic approach to process standardisation and consolidation they have seen a hugely positive impact on accounts payable, purchasing and customer satisfaction. Hear how they tacked this project and learn from their experience on:

• The importance of seeing the process as a whole
• How to sell and fully align your vision with all key stakeholders
• Using technology is an enabler for improvement

Keith McEvoy
Director - Global Procure to Pay Process Owner
Hertz

11:30 Planning and executing the transition to shared services

In the creation or expansion of shared service centres, managing change is no easy task. This session will examine how this company’s careful planning and clear communication enabled them to establish their shared service centre and achieving impressive savings. This session will examine:

• How to inform and consult the various stakeholders in the change management process
• Communication initiatives used to effectively manage change and reduce resistance to change
• Minimising and mitigating risk in the planning process

Malcolm Mullins
Change and Transformation  Director
Balfour Beatty

12:15 Speaker Clinics

12:30 Networking Lunch

13:30 Driving Process Excellence in Shared Services

The range of available cost efficiency benchmarks are as wide for organisations using a Shared Services model as for those that do not.  There is a major focus on performance measures and continuous improvement, but these have still not delivered the goods. Dan French shares an approach and experiences for driving process performance gains through understanding the nature of exceptions in business, recognising them in the continuous improvement cycle and using smart analytics to manage the Key Exception Indicators.

Dan French
CEO and Founder
Consider Solutions

14:15 Afternoon Refreshments

14:45 Selecting the right location

The location of a shared service centre impacts a wide range of factors including your operating costs and your ability to attract and retain talent. This session will bring together experts who will address some of the trends in location selection as well as provide guidance on the factors you need to consider to choose the location that is right for your business.

• What are the location trends in shared services
• Where are some of the legal framework challenges in various regions
• Why invest in a more costly location?

Paul Wickens
Chief Executive
Enterprise Shared Services

Varry McMenemy
Managing Director
Bellcom Worldwide

15:30 How to move from a ‘pipe dream’ to ‘an expectation’

Moving from a divisional structure to a global structure can help your shared services achieve great things. But where do you start? In this session Novartis will provide insight on how they are globalising their finance shared services and the change management process including:

• Moving to a global process: can you mandate or do you allow flexibility?
• The skills required for a global process owner
• How to win and maintain the support of senior leadership

Joseph Craughan
Global Process Owner Requisition to Pay
Novartis International

16:15 Chair’s Close - Shared Services 2013
What is the skillsets needed for shared services professionals in 2013 and beyond? Is your team prepared to take your shared service centre into the future? How have your people coped with change over the years? What have been the leadership requirements and do you see this changing?

16:30 Speaker Clinic

16:45 Close of conference

DAY 1:  Pre-Conference Learning Labs (19th March)

(Please note a change in timings of the learning labs from the original publication of the agenda)

Learning Lab A

08:15-11:15 Learn How to kickstart your entire e-invoicing implementation in just three hours.

Today’s leading enterprises are turning to Tradeshift not only for it’s world class e-invoicing and onboarding capabilities, but for all the additional power and functionality the platform delivers.

Tradeshift has pioneered advanced technologies like Tradeshift CloudScan® and the Network Engagement Tool. And now Tradeshift is pleased to be partnering with companies like Intuit, KashFlow, and Sage - all of whom are building apps and integrating their products with Tradeshift.

Today the cloud-based solution offers functionality to help streamline all areas of your shared services center, not just AP. Tradeshift is a platform for all your business interactions.

Learn How:

• Tradeshift CloudScan® guarantees your enterprise receives e-invoices from day one.
• To provide your largest and smallest suppliers with the suite of tools they need to engage with your organization.
• Automating supplier onboarding ensures you reach your entire supply chain, including the long tail
• Advancements in mobile technology are impacting the industry.
• Implementing a Business Firewall will save your company resources by reducing invoice errors and disputes.
• Leading companies around the globe develop apps on the Tradeshift platform easily and cost effectively to further customize and add functionality.

Attend the Learning Lab and see a complete, live demonstration.

Learning Lab Faciliator

Michael Swarte
Tradeshift

Learning Lab B

08:15-11:15 How to demonstrate real value within your shared service centre and improve your outsourcing relationships

“We’re doing well” doesn’t quite cut it with the board. To show the value your shared services provides, attend this lab and take a fresh approach to continuous improvement and end-to-end process and performance visibility. And, if you outsource, rather than consign your SLA contracts in the file system, put those relationships into a clearly aligned, measured and collaborative process governance environment to facilitate highly effective on-going partnerships. Key learning topics will include how to:

• Capture changing business requirements completely and accurately
• Provide personalised process perspectives for each of the stakeholders in an end-to-end process
• Improve your approach to process capture, management and deployment
• Leverage your ERP system to maximise ROI with business process clarity
• Turn your outsourcing SLA into a genuine measured process partnership

Learning Lab Facilitator

Achint Mahajan and Taylor Baumgartner, PRGX

Learning Lab C

11:30-14:30 Payables Excellence in Shared Services: Move Beyond Scanning to Achieve 100 Percent Electronic Invoice Processing

Scanning and OCR are sometimes considered a last stop in efforts to streamline invoice processing, but for shared services organizations committed to best practices in accounts payable, they are only a first step. This session will discuss how a VAT-compliant, global e-invoicing approach that captures and automates the processing of all invoices—paper and electronic, PO and non-PO—from all suppliers enables touchless invoice processing rates of 98 percent or higher.

Attend this session and learn how you can:

• Develop a “smart scanning” strategy for paper invoices that migrates targeted suppliers off paper to electronic invoicing
• Eliminate invoice errors and exceptions at the point of supplier submission, not after invoices are received by your AP department
• Apply country-specific business rules to comply with VAT and other taxes and local regulatory mandates
• Ensure that contracts and purchase orders comply with your pricing and preferred vendor policies
• Reduce supplier inquiries and maintenance costs using a self-service supplier portal
• Expand the capture of early payment discounts while meeting your days payable outstanding (DPO) objectives
• Support the European Council Directive 2010/45/EU

Learning Lab Facilitator

Richard Downs
Ariba

Learning Lab E

14:45-17:45 Your 6 stage Plan to PURE e-Invoicing Success
 
Shared Services Organisations are under continuous pressure to improve their P2P process and the value they bring to the business. Every SSC will at some point have to automate invoice processing to meet their efficiency targets. This is why e-Invoicing is on everyone’s agenda today.

Electronic invoicing is a large-scale change management project, but the business value it will unlock for your organisation is well worth it; that is if you prepare for it the right way.

This Lab is designed to give you your 6 stage Plan to successful e-invoicing. By the end of this 3 hour session you will have in your possession the critical knowledge which will put you on track for:
 

• Fully understanding your readiness, scope and potential for e-Invoicing
• Securing the buy-in critical stakeholders in your organisation
• Accelerating your ROI and creating abilities for your organisation to have the AP process contributing to the bottom-line
• Speedy implementation across your key countries
• Elegant, effective and professional conversion of ALL suppliers
• Significantly increasing your number of invoices processed per annum per FTE so world class stats of over 41,000 are achievable

 e-Invoicing is an enabler. It is the path that, when followed, will enable your Finance Shared Services to become a valuable weapon in the company’s armoury. Instead of processing DATA, Finance becomes the owner of very powerful INFORMATION regarding cashflow, liabilities, spend patterns and payment patterns. Attend this Lab to find out what the 6 Stages are and how they should be applied in your organisation.
 
Bonus: Learn more about Express Payment, the brand new Supply Chain Financing Solution, and find out how e-Invoicing can radically improve your ability to manage and allocate your working capital and capture discounts from suppliers.

Learning Lab Facilitator

Ruud Van Hilten
OB10

Learning Lab F

14:45-17:45 Improving organisational effectiveness. Measuring and planning for success

Investigate how to improve your shared services’ organisational effectiveness and better meet the needs of your internal customers.

Understand the basic commercial business framework to explore your SSC’s services, costs, sensible bundles of services, and pricing techniques so you can improve your SSC’s value to the enterprise through maximising the cost/value equation of services in your portfolio.
 

• In this learning lab, learn how to:
• Understand how your SSC products and services add value
• Techniques to understand your cost drivers
• Find the optimal mix of retained, captive and outsourced functions
• Review Charging Models to find one that fits your needs
• Tips and tricks to manage customer reactions
• Building a business case to your management

Learning Lab Facilitator

Brett Jesson
Serco Group

Package

Really really early bird

Registered & paid by
23 Nov 12

Really early bird

Registered & paid by
4 Jan 13

Early bird

Registered & paid by
1 Feb 13

Standard prices

Premium Plus Conference + 3 Learning Labs

Save £300
£2296 + VAT

Save £200
£2396 + VAT

£2596 + VAT

Premium Conference + 2 Learning Labs

Save £200
£1997 + VAT

Save £100
£2097 + VAT

£2197 + VAT

Standard Plus Conference + 1 Learning Lab

Save £100
£1698 + VAT

£1798 + VAT

Standard Conference Only

Save £100
£1299 + VAT

£1399 + VAT

£1399 + VAT

Bring your team! sharedserviceslink.com understands the value of team knowledge sharing. Groups booking at the same time from the same company receive the following discounts (discounts apply to the full price only and cannot be applied retrospectively). Only one discount is applicable per non-member. In order to qualify for the early bird discounts, bookings must be received with payment before stated date. UK VAT is charged at 20% - (Events held outside the UK - France VAT is 19.6%). We do not combine discounts but we will honour the discount that is better for you.

To make a group booking call +44 (0)20 3176 2623

Bring your team!

Teams of 2 10% discount
Teams of 3 15% discount
Teams of 4 20% discount
Teams of 5 25% discount
Teams of 6 30% discount
Teams of 7 35% discount
Teams of 8 40% discount

Satisfaction Guarantee At sharedserviceslink.com

We are absolutely confident that you will receive value for money. To give this belief credence we are offering a money-back guarantee if you feel you have not experienced value for money from attending our events. There is no catch. To qualify for this you need to ensure you liaise with Susie West directly before the end of the conference, and that you attend all conference sessions over the two days. Learning Labs are not included in this guarantee. All refunds will deduct a 10% administration fee.