Main Conference Day One: Wednesday, September 30, 2009

10:55  Conquering the Change Management Challenge: Ensuring a Successful Organizational Transformation

Establishing new policies, procedures and processes is not sufficient on its own to ensure successful organizational transformation. Research shows that over 80 percent of projects fail when 'organization transition issues' aren't addressed. When people aren't adequately prepared, some will deny or resist the change. During this session you will learn how to:

• Enable maintenance of business as usual through careful scheduling intended to minimize the impact
• Embed the cultural change and ways of working associated with a shift to a more customer focused support service
• Manage the effectiveness of the changes, and mechanisms through frameworks and processes to ensure continuous improvement
• Determine goals and objectives for everything, whether your SSO is ensconced into company culture or the initiative is new

Rajan Mehndiratta
Global Accounts Payable Controller
Intel

10:55  Reinventing Measurement: Developing an Integrated Measurement Framework, Focusing on the Right & Critical Measures

There is no question that metrics are a necessary component to your shared services or BPO strategy. They can be used as an effective tool for driving continuous improvement, improving workflow, and managing customer relations, but metrics are only as valuable as the information that they provide. In fact, having too many metrics can overcomplicate things and diminish the likelihood of retaining valuable data from your metrics. During this session you will learn how to:

• Create a Level of accountability and sustainability by designing and implementing process efficiency and effectiveness metrics
• Drive process effectiveness beyond process efficiencies through a service selection methodology to ensure cost savings, revenue growth, and improved service delivery
• Achieve standardized reporting and enhance transparency to the end user

Joyce Short
Deputy Director
NASA Shared Services

10:55  Double Session Roundtable: Innovation & Governance in BPO: A Two-Way Commitment

Surely, BPO suppliers can deliver innovative solutions which improve service as well as cutting costs? They can, but accessing innovation cannot be taken for granted by clients and is not straightforward to contract for. There is no Secret Sauce. While outsourcing buyers are often disappointed by the lack of innovation, providers feel pressured by relentless commoditization. It is now imperative that BPO providers set the stage for their next phase of evolution and momentum - the third phase of BPO development which focuses on innovation: During this session you will learn how to:

• Ensure innovation is part of your outsourcing experience
• Contract for innovation
• Discuss the techniques for innovation including gain sharing, appropriate governance, the right technology and process redesign

*Note: This is a double session and runs until 12:30

Lee Coulter
Global Head Shared Services
Kraft

Gary Willis
Director HR Shared Services
ACCO Brands

Jun Davis
Purchasing Centers Leader
GE

10:55  Double Session Roundtable: Full Spectrum Innovation in Shared Services: Taking an Inside Look on What's Outside the Box

What is driving shared services' or outsourcings' value in terms on innovation? Innovation speaks to the constant movement of shared services, to the fact that this is not a static, transaction-driven field – but a thinking engine, at the very core of an organization's operations. The reality however, is not much is being done to drive this through the workplace. Attend this roundtable and discuss the following:

• How do you design innovation into your processes?
• How do you build customer engagement into the design?
• What resources do you need to drive innovation?
• What tools can you use to assist people to be innovative and reward them?
• How do you deal with the cultural challenges and what are some of the ways to encourage the democracy of ideas?
• How do you prove the value of innovation

*Note: This is a double session and runs until 12:30

Bradley Thacker
Vice President of Corporate Services and Organization Development
Nissan North America

Jeffrey Lackey
Global Leader Resourcing and North American Human Resources Shared Service Center Lead
Rolls-Royce

11:45  Panel Discussion: Increasing the Effectiveness and Reducing the Cost to Operate Your Shared Service Center

Attendees will gain strategic insight when faced with outsourcing or offshoring opportunities and challenges. BlackLine's Dominick DiPaolo, CPA, along with a BlackLine client will discuss the advantages of outsourcing and offshoring the finance and accounting functions for companies in this current global economy. They will also highlight some of the challenges companies should consider when undertaking such a project. Attendees will also learn firsthand how several companies overcame some of those challenges to make outsourcing a success in today's current economic environment. If your company is considering outsourcing or offshoring this panel discussion should be a priority during the Shared Services and Outsourcing Summit.

Dominick DiPaolo
CPA, VP, Global Sales
Blackline

Bob Davenport
Data & Financial Compliance
Hexion Specialty Chemicals

Amit Patel
Finance - Internal Controls and Compliance
Alcan Inc.

Joyce Lazzara
Manager, Information Technology (IT)/Business Analyst
Alcan Inc.

11:45  The Accelerating and Positive Force of Globalization on Your Shared Services Strategy

Working in an international business means different and increasing challenges for reaching the market, and working in a consistent and connected manner across your organization. However, it also offers opportunities to build and leverage best practice, find efficiencies not otherwise possible, and tap into talent that wasn't previously available.

• Assess best practice through internal benchmarks, and don't be afraid of adopting what works
• Clean up duplication: Do you really need that many ways to do the same thing?
• Collaborate in new ways: Working with remote parts of your business will force you to think differently about how you meet, and how you share
• Recognize the differences, and make the most of them, while the majority of your savings will come from harmonization, most of your 'value-add' will come from the differences, and the ideas that they generate

Ken Grady
Head of Enterprise IT Shared Services
Novartis

1:45  The Honeymoon is Over: Designing Your Organization for BPO

Developing the conceptual model for outsourcing is relatively easy. The difficulty lies in executing it. The main obstacle to both internal shared services and BPO success is when one part of the triad of people, process and technology is lagging behind. A company may not have done enough change management or technology redesign to underpin their new processes. If processes and technology break on the boundary between the internal and the external units, effectiveness and efficiency are damaged.

• Examine the opportunities for leveraging a BPO partners operational excellence for improving business outcomes
• Highlight the impact of the BPO providers operational practices on delivery, cost, quality, risk, compliance and agility
• Build your governance layer that manages the customer/supplier relationship, including SLAs, performance reporting, billing and issue resolution

1:45  Double Session Learning Lab: Creating a World Class HR Shared Services Organization

When planned and implemented well, HR Shared Services is truly an effective and efficient delivery model. However, it is critical to choose the right configuration and know how far to push the model. There needs to be a greater understanding of evaluating, designing and implementing the elements of success. Explore how the successful execution of HR Shared Services has helped employers engage their employees, keeping them more focused on the task at hand, while reducing cost and enhancing service levels.

• Establish uniform global standards for data and processes to facilitate rapid deployment of HR programs and tools on a global scale
• Achieve cost efficiencies through metrics, focused on areas such as reduced turnover rates, higher employee satisfaction scores and reduced time to hire
• Review the global drivers of HR change and their impact on effective shared services models

Learning Lab Portion

The learning lab will provide an opportunity to explore how to implement shared services support for new HR program on an international scale and how to ensure best practices for cyclical support activities

• Provide administrative and customer service support for cyclical HR programs such as performance reviews and merit planning cycles
• Discuss resource allocation planning, communications and metrics, critical to the support of cyclical programs
• Hear about the rollout of a wellness program and the support that was needed to make it happen – Discuss ways that you would approach implementing this type of service

*Note: This is a double session and runs until 3:20

Beth Susman
VP, Global Human Resources
Quintiles

Charlotte Mackintosh
Director, HR Professional Service Center
Quintiles

1:45  Double Session Learning Lab: A Toolkit for BPO Success

The skill of the customer has become a critical and sometimes overlooked central focus of outsourcing initiatives. Leveraging key relationships with your external provider is the single biggest success factor to any BPO Strategy. We have no choice but to think smarter and more innovatively about how to communicate, negotiate, and deliver if we expect our value to the business to grow. This Learning Lab Will Provide You With the Following Tools:

• Sourcing Lifecycle Framework for Maintenance, Transactional and Project Activities
• Requirements Traceability Pyramid
• Standard business case review for successful contract management
• SLA Construction workbook used to document, communicate and provide SLA historical information
• Methodologies for BPO success
• Vendor ranking and proactive management through the use of consistent measurements and scorecards

*Note: This is a double session and runs until 3:20

Stephen Hunsberger
Director, News Corp
Dow Jones

1:45  Double Session Roundtable: The Role of Working Capital on Your Shared Services Strategy

As borrowing costs grow and access to credit markets tighten, organizations are under pressure to release value from existing working capital processes. Reduced working capital requirements and superior cash flow are key indicators of corporate performance and balance sheet strength. Unfortunately, too much effort at reducing working capital focuses on the short term, often focusing inefficient "tactical" actions on closing out a quarter-end or the financial year-end on a reportable high note. This can result in longer term working capital performance being compromised.

• Maximize working capital through greater visibility into cash positions and realize arbitration of internal and external cash flows
• Diagnose points of leakage in your working capital management processes that could be tapped to release free cash flow
• Understand the power of shared services in realizing superior working capital performance

*Note: This is a double session and runs until 3:20

Lee Coulter
SVP Global Shared Services
Kraft Foods

Mark Weaver
Vice President, Financial Shared Services
UPS

4:05  The Key to Wise T & E Spending in a Downturn Economy

Indirect spend is often viewed as one of a company's most controllable expenses. With scrutiny on cost reduction, expense management professionals are in a prime position to drive transformational changes that result in both immediate savings as well as sustainable, long-term value. In this uncertain economic climate, what is your organization doing to maximize T&E spend? How can you systematically prevent and contain unnecessary and wasteful T & E spend? Attend this session and learn how to:

• Integrate the travel booking and expense reporting process to increase policy compliance
• Enhance visibility to drive smarter negotiations with suppliers
• Increase adoption, satisfaction and productivity through intuitive user experience
• Drive smart T&E spending and prevent unauthorized expenses before they occur with powerful policy control and comprehensive reporting data

Beverly Strachan
Account Payable Manager
Crate & Barrel

4:05  Double Session Learning Lab: Driving Financial Supply Chain Efficiency to Demonstrate Real Cash Returns

In today's climate the health of your company's financial health is under the spot-light, and CFOs everywhere are focusing on boosting working capital and releasing cash trapped within the business. First under the microscope are typically a company's financial processes. Are they operating at maximum efficiency? How could you tighten them? What are the alternatives? This session explores peer-topeer group discussion based on real experience of:

• Identify and reduce process and system redundancy to show significant cost reductions to senior management
• Determine which processes typically prove to be the most challenging to automate? and
• Hear about the "other options", if investing in automation isn't right for your company?
• Combine physical and electronic incoming and outgoing information flows to automate your processes, and also activate your inevitable transition from physical to electronic information flows and gain real benefits. Key processes analyzed in the discussion include:
• Invoice Production, Receivable Management, Credit Control, Accounts Payable, Payments, Salary Calculation, General Ledger, Support for Planning, Budgeting Tools, Archiving and On-line Reporting

*Note: This is a double session and runs until 5:40

Brandon Laws
Director Corporate Payables
Lowe's

4:05  Double Session Roundtable: Contracting in a Globally Sourced World: Understanding the Pitfalls and How to Avoid Them

Structuring an effective outsourcing contract in a globally sourced world can be a harrowing experience. Discover the critical contractual components of a global sourcing deal and explore the areas to consider when "going global" for services.

Part One: Structuring the Contract

• Building the business case for effective contract management
• Which contracting elements are needed for a successful global deal?
• How do you really establish whether your new BPO partner has the scale, language capability, internal management and measurement reporting systems that map you, the client, to create a truly collaborative environment
• What are the most frequently negotiated terms and conditions in outsourcing agreements – and what should they be, if we are seeking to create positive business outcomes
• What global sourcing risks can be mitigated by effective contract terms and conditions

Part Two: Mitigating Risk in Global Sourcing Efforts

• What are the risks in today's economic climate? How do you uncover them, and what process changes and tools will help?
• What are you counterparty's risk and how do you collaborate to minimize the risks that are most important to each of you?

*Note: This is a double session and runs until 5:40

Jay Desai
VP, Global Sourcing
Northern Trust

Tony Lucente
Director, Organization Support
Nissan North America

Carrie Bowers
Executive Director, Group Offshoring
UBS

Mike Boockholdt
Global Service Delivery Manager
Sun Microsystems

4:05 Roundtable Discussion: Innovative Pricing & Delivery Models

With more and more mature shared services in place, and an emerging BPO business, proper service charging has become an important topic. Unrelated fixed pricing models are getting replaced by more and more sophisticated models and often multiple methods are being applied. In a world with increasing pressure on efficiency, crossfunctional optimization is vital in order to keep cost structures balanced.

• The rise of transaction based pricing and innovative gain sharing structures
• The end of time & material, cost plus and fixed pricing
• Transparency: Understanding the way in which prices are related to services

4:55  Utilizing SLAs to Deploy Strategy & Improve Performance

Introducing the shared services model is impossible without a good SLA in place. It forces you to have discipline and figure out what it's costing you to deliver service now. When you start down this path, you'll figure out if your financial information and software systems that deliver you service, are robust enough to figure out how to charge your customer When working through the SLA, you will find this also makes process deficiencies clearer by clarifying exactly what processes you are engaged in and what borders they cross within the organization. During this session you will learn how to:

• Receive insight into the key areas needing monitoring and highlight the appropriate balance between SLAs and operations reports
• Hear lessons learned in developing service levels and having the flexibility of changing the designs to match actual service delivery
• Receive examples of operations reporting approaches being used to measure service delivery and compliance

Maureen McKinney
Vendor Management Director
Nike