Pre-Conference Workshops: Tuesday, September 29, 2009

8:00am – 10:45am  Workshop B: Transformation 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. During this workshop you will learn how to:

• Align all your stakeholders to one common vision
• Determine the goals and objectives for everything whether your SSO is ensconced into company culture or the initiative is new
• Utilize the tools and techniques for affecting change

Scott Manning
Partner
ScottMadden

Tina Krebs
Managing Associate
ScottMadden

8:00am – 10:45am  Workshop C: Top Five Things to Do When Told to Cut 2009 Expenses by (Another) 10%

Too often, we are challenged to do it better for less. The economic challenges of operating a shared services operation in the present day contribute to the pressure. This session will address strategic areas that you can employ to "Dig Up" additional savings to deliver to your organization. Participation in the session will allow for collaboration among the attendees to discuss best practices of proven cost savings techniques. This workshop will explore these savings driven strategies:

• Power of leveraging scale
• Simplification and standardization
• Scope expansion
• Variable model
• Leverage-driven delivery model

Scott Furlong
Partner
TPI

11:00am – 2:45pm  Workshop E: Extended Site Tour: HR Shared Services at Caterpillar

The Caterpillar Inc. Aurora facility currently has more than 2,000 employees and is the largest employer in the area. The Aurora plant produces a wide variety of products including Medium and Large Wheel Loaders, Compactors, Hydraulic Excavators and Forestry Equipment – altogether, 25 prime product models. Additionally, it serves as the primary design control and research and development center for these products. The content shared during this site tour will cover an overview of the larger Shared Services Organization and how Shared Services benefits all employees on the Aurora campus by supporting their local HR needs. The session will be interactive and leave ample time for discussion on the following:

• First-hand look at the Shared Services On-Site team to gain insight on how the teams operate and what inquiries they typically receive, since the recent launch in April
• Americas HR Shared Services overview : Focus on how they deliver efficient and effective services for business partners in the areas of recruiting, learning, HR consulting and transactional administration.
• Greak Lakes District Office overview: Focus on how they deliver HR consulting, learning and recruiting services to multiple business units.
• Shared Services On-Site overview: Focus on how the team services the needs of employees, supervisors and managers among multiple business units.
• Customer testimonials

Keith Butterfield
Director. Global HR Shared Services
Caterpillar

3:00pm – 5:45pm  Workshop F: Financial Shared Services Scorecard and Vision Workshop

Using a proven approach in "more heads are better than one" collaboration, Joe structures a session in which individual best practices are collected and developed into a best-in-class scorecard. Incorporating work teams and an anonymous polling system, the workshop will collect and rank input, debate different methodologies, and settle on a measurement strategy that you can take with you and implement (or further refine).

The second half of the session launches into the future – with the objective of creating a blueprint of your financial shared services evolution over the next five years. A mini-SWOT (strengths, weaknesses, opportunities and threats) conducted as a group, will bring out common issues, challenges, and opportunities in shared services and some of the solutions your peers have already implemented.

• Collect and develop best practices into a best-in-class scorecard
• Debate different methodologies, and settle on a measurement strategy that you can take with you and implement (or further refine)
• Conduct a mini-SWOT (strengths, weaknesses, opportunities and threats)
• Discuss common issues, challenges, and opportunities in shared services and some of the solutions your peers have already implemented

Joseph Collins
Director of Client Solutions
Apex Analytix

3:00pm – 5:45pm  Workshop G: The Top 5 Benchmarking Techniques To Assess Performance Relative to Your Peers

Shared Services is all about people, process and technology to deliver world-class services to the companies operating business units. Benchmarking, if done correctly, will not only establish your performance baseline, but will permit you to identify the performance gaps relative to peer companies and quantify the improvement opportunities. It can help shared services organizations identify productivity enhancement opportunities in a quantifiable, non-emotional manner. During this workshop you will learn how to:

• Focus on the 5 key benchmarking techniques for shared services
• Increase productivity and quality of service at the lowest possible cost
• Develop metrics to quantify process performance
• Adjust to a continuous improvement culture through a strong governance framework

The Hackett Group and the Shared Service & Outsourcing Network Announced The Alliance for New Service Center Benchmark Study During this workshop you will also gain access to the service center benchmark study which will allow you to better understand:

• How your service center strategy compares with that of your peers
• The most common methods through which service centers measure performance
• Which strategies have resulted in the best performance

Julio Ramirez
Managing Director
The Hackett Group

6:00pm – 9:00pm  Workshop I: Extended Learning Lab: Foundations of Excellence – Designing and Integrating Metrics, Chargebacks, Service Levels and Continuous Improvement

Shared Services practitioners must implement nine best practices for excellence. Four of these nine, Performance Management, Service Definition, Chargebacks and Continuous Improvement, are closely interwoven. Not only will they help determine your success, but also your ongoing relationships with management, clients and customers.

Through a carefully designed program of lecture and hands-on case study exercises, this workshop provides both the theory and practical experience for developing these four practices at your organization. The objective for this workshop is simple: learn what practices truly work to give you actionable results quickly; how and where you should start; what's meaningful to your customers and business units as well as operational managers; linking efforts to help move shared services up the value chain.

What you will learn:

• Hands-on approach to implementing four of the nine best practices for Shared Services excellence – featuring case study exercises for practical experience
• Building an integrated framework – techniques and templates for generating quick results
• Implementation tools, including Activity Analysis and Scorecards, for a complete top-down/bottoms up approach
• Improving your ongoing relationships with management, clients and customers

Receive a free software package plus a follow-up web session.

Glenn Goodnight & Andrew Muras
BAE Systems