Swissôtel Chicago, Chicago, IL
September 28 - October 1, 2009
Aside from podcasts, webinars and articles, we’ve added additional presentations, surveys and past brochures for you to read before the event.
SSON (Shared Services & Outsourcing Network) is a groundbreaking leader in the shared services space. Feel free to visit the website for podcasts, webinars, updated resources and articles!
Measuring Customer Satisfaction, Meeting Expectations and Continuing to Deliver Value to Your Organization
Presented by Michael T. Lockard, VP, Finance Shared Services, Wal-Mart
One of the key elements of a successful shared services organization is the ability to provide consistent and measurable customer service to ensure that the enterprise understand the true value of the shared services organization. During this session, the speaker will share experiences in establishing a program for customer engagement and satisfaction. You will learn what you need to measure and how you will measure the satisfaction of your internal client. In doing so, you will secure alignment with the core business and be able to communicate with the key stakeholders, the benefits and performance of your shared service organization.
Outcomes of Superior Customer Service to Be Discussed:
This 45-minute podcast focuses on measurable customer service, a top-rated session from SSON’s 13th North American Annual Shared Services Week.
Speaker Interview: Maureen McKinney, Vendor Management, NIKE
Listen to this 7-minute podcast in which Allison Herzog from IQPC interviews Maureen McKinney, Vendor Management at NIKE. Maureen discusses changes within the buyer and provider relationship during the current economic situation as well as the issue of governance.
Listen to the podcast now!
Speaker Interview: Joyce M. Short, NASA
Deputy Director and Director of Service Delivery, NASA Shared Services Center National Aeronautics and Space Administration (NASA)
Download and Read the interview now!
Speaker Interview: Melissa Lytell, US Department of State
An Interview with Melissa Lytell, Director, HR Shared Services, US Department of State
Download and Read the interview now!
Top Five Things To Do When Told To Cut 2009 Expenses By (Another) 10%
Peter Allen, Partner and Managing Director, TPI
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:
TPI will also be speaking at this year’s event in Chicago, IL!
This 5 minute podcast highlights TPI’s Top 5 Quick Wins, a top-rated session from SSON’s 13th North American Annual Shared Services Week.
Lean Six Sigma for Tough Times: Increasing Efficiency, Improving Quality & Reducing Costs Inside Shared Services
Rochelle A. Hood |
Michael Garvey |
The case study presented will demonstrate the effective use of Lean and Six Sigma methodologies on a project in an SSO. The problem identified on this project related to system security access (cycle time) to PeopleSoft for SSO new hires. The cycle time averaged fifteen work days to complete at an estimated cost of *$38,000 annually. The project objective was to increase effective employee work time by reducing the system security access permission settings to PeopleSoft fifteen work days to 5 work days.
Key points to be covered in the case study include:
This 45-minute podcast highlights Harris Corporation's Lean Six Sigma methodologies, a top-rated session from SSON’s 13th North American Annual Shared Services Week.
Boosting HR’s Strategic Value Through Shared Services, Redesigned
Secret Holland, HR Service Center, Southern Company
Secret Holland, HR Service Center, Southern Company HR shared services has entered an era of increased relevance and value because of the numerous benefits it can provide including reduced cost, improved quality of services and most importantly, the ability to free up time of the HR specialist. This allows the specialists time to focus on strategic endeavors that will yield the greatest benefit to their company's bottom line. During this session/working group discussion attendees will explore the six main benefits of HR Shared Services and how to work through some of the challenges as you look to develop/revamp your HR organization
This 45-minute podcast discusses HR Strategy, a top-rated session from SSON’s 13th North American Annual Shared Services Week. View this year’s agenda for more HR Strategy and Transformation sessions!
Accounts Payable Centralization Overcoming the Challenges
Case study: Sisters of Charity of the Leavenworth Health System
This webcast is led by Brian Rosenberg, Senior Partner, RPI Consultants.
In this case study of Sisters of Charity of the Leavenworth Health System, speakers Brian Rosenberg and Chris Doxey discuss how technology makes centralized processing a reality. Currently, systems are complex and costly to implement in decentralized environments. In this complimentary webinar, you will learn:
Implementing e-Invoicing & Payment to Drive Out Costs & Improve Cash Flow Management
Wednesday, May 20, 2009 from 2:00 PM ET - 3:00 PM ET
The webinar will be led by Pam Carper, Manager of Disbursements, Schneider Electric
Recruitment Process Outsourcing (RPO) An Accelerator of HR Transformation
May 11, 2009 from 12:00 PM ET - 1:00 PM ET
The webinar will be led by Kay Colson, Principal Consultant, CDI Talent Management and John Haworth, Consulting Principal, Head of HRO Consulting, Pillsbury Global Sourcing
Written by some of the best practitioners in the business, and outline their own shared services and outsourcing stories, lessons learned, pitfalls to avoid, and best practices. Ordered into categories by function and topic, a huge range of articles is accessible through the menu to the left. Regularly refreshed and constantly expanding, this library represents an indispensable resource for all shared services and outsourcing professionals.
Shared Services as a Strategic Asset
An economic downturn is an excellent time to capitalize on opportunities that may have been overlooked
It’s a journey and if you innovated internally before, you knew what that took to generate genuine innovation. Well doing that with a partner requires you to be purposeful, have established a forum, govern for it, hold one another to task for it and don’t mix it with the governance for operations the two do not safely co exist.
By Peter Miller, Richard Sarkissian, and Susan Hogan, Deloitte Consulting LLP
Shared Services News/April 2009
by Niamh Byrne
"If you didn’t govern for it and didn’t plan to invest in it, then don’t expect to get it..."
SSON: I am here with Lee Coulter, SVP of Global Shared Services at Kraft Foods. We are chatting about innovation and governance in BPO relationships and Lee is going to give us a summary of his golden rules for ensuring governance and innovation in a BPO contract.
Lee: There are a couple of things that are key. The thing we always hear about is failure to deliver innovation. I have a pretty simple rule on that, if you didn’t govern for it and didn’t plan to invest in it, then don’t expect to get it.
It’s a journey and if you innovated internally before, you knew what that took to generate genuine innovation. Well doing that with a partner requires you to be purposeful, have established a forum, govern for it, hold one another to task for it and don’t mix it with the governance for operations the two do not safely co exist.
Lee Coulter, SVP of Global Shared Services at Kraft Foods will be a featured speaker of the 13th Annual Shared Services & Outsourcing Summit in September!
Continuing our series of Q&As with the winners of the 2009 Shared Services Excellence Awards
By: Niamh Byrne
SSON: Paul you have been Director of the program Support Center (PSC) for two years now, what for you have the main challenges been?
Paul Bartley: We have been around for fourteen years, but a lot of our processes and tools have been around for fourteen years too, as government things don’t change very quickly. So my challenge has been to come in and asses where we are, and put together a strategic plan to move us forward to be where we need to be in the future. And a lot of that is just modernizing our operations, reacting to new technology and getting the right people onboard; that is one of my biggest challenges. One of the most frustrating moments for me in this role is when I lose good people, or I bring on people that I have failed to identify as a great resource.
Paul S. Bartley, Director of the Program Support Center (PSC) for the U.S. Department of Health and Human Services (HHS) was recently recognized as runner-up for Contribution to Industry Thought Leader at the 13th Annual Shared Services Week in Orlando.
By: Jamie Liddell
As many organizations struggle to cut costs, streamline processes and improve efficiency to survive the current economic climate; the bar has certainly been raised for HR leaders to deliver optimum services, and in some cases, drive positivity into disillusioned workforces. But how often is HR invited to the table when tough management decisions are being called? To discover what benefits HR Transformation may bring to an organization, it is important to anticipate the returns - both quantitative and qualitive before embarking on that journey.
This roundtable session explored HR Transformation at the 13th Annual Shared Services Week in Orlando.
The event may be over, but you can join us in March 2010 for the Shared Services & Outsourcing Week!
Featured Podcast of the Month:
Measuring Customer Satisfaction, Meeting Expectations and Continuing to Deliver Value to Your Organization
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