Deloitte Shared Services Conference 2016

Transcription

Discovering new worlds – your future starts here
Annual Deloitte Shared Services, Global Business Services
and Business Process Outsourcing Conference 2016
Centro de Congressos de Lisboa, Lisbon, Portugal 14-15 September 2016
www.deloitte.co.uk/sharedservicesconference
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Welcome
Welcome02
Invitation to the Annual Deloitte Shared Services, Global
Business Services and Business Process Outsourcing
Conference 2016
About the sessions
04
Conference planner
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Dear colleague
Detailed agenda
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Pre-conference site visits
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Conference sponsors
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2006 was the year that this conference last visited the beautiful
city of Lisbon. Although just 10 years ago – the world in which we
now operate is very different. The digital age is truly upon us. It
affects not only how we do business, but how we interact with one
another and how we behave as consumers and employees.
While many businesses have started to adopt these digital
technologies, most shared services and Global Business Services
organisations have much work to do. Do you have a single ERP
platform, enhanced with process specific enabling technologies,
robotic process automation and cognitive technology? Have
you eliminated the need for manual intervention in transaction
processing so that your colleagues can focus solely on analytics
and other value creating activities? If you can answer yes to these
questions this conference is not for you – you are pretty much
done! But we have seen very few organisations that are anywhere
near this vision – despite the fact that these technologies are now
all available.
These topics will form the basis of many of our discussions this
year – steered by an expert panel of speakers from Deloitte and
companies such as: AstraZeneca, Akzo Nobel, BT, Campbell Soup
Company, Computacenter, Diageo, ESPAP, GE, Hampshire County
Council, ISS, Johnson & Johnson, Lloyds Bank, Procter & Gamble,
Siemens, Solvay, Sonae Sierra, Tarmac, Tetra Pak, & Vodafone.
Specific topics for discussion include:
•Is this the age of Global Business Services? Is Global Business
Services a stand-alone model or simply an evolution of shared
services? How do you set a course for success?
• Robotics – are we on the verge of a revolution? To what extent
will robotics change the make-up of our future workforce?
•Social media, Mobility, Analytics and Cloud (SMAC) – have
applications in the workplace now caught up with applications on
the street? Where should you invest?
•The war on talent – how do you attract and retain a globally
mobile workforce? What technologies do you need in your
arsenal to get the most from the tech-savvy generation Y?
• Analytics – how do you extract and use ‘big data’? Where does
the true value lie? What does this mean for the role and make up
of shared services centres?
•Continuous Improvement (CI) – what do we now recognise as
being best practice and how can you push the boundaries in your
CI approach. What additional value can be unlocked this way?
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Contents
About the conference
Welcome02
This year’s conference will take place in the exciting and vibrant city of Lisbon – also home
to shared services centres including ESPAP, Siemens, Solvay and Sonae Sierra.
About the sessions
04
Conference planner
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This is the 18th conference of its kind. Each year we try to introduce new innovations and
this year’s event is no exception. This quest to advance the insight which we bring to you,
and the format in which we deliver it, means we have traditionally attracted THE ‘movers
and shakers’ in the shared services and Global Business Services world at every stage of
shared services maturity.
Detailed agenda
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Conference sponsors
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If you have time and budget to attend just one event a year – make this the one. It is a ‘must
attend’ event for CFOs, Financial Controllers, heads and leads of shared services or Global
Business Services organisations, BPO contract managers, CIOs and HR leaders.
The conference is free of charge to invited delegates (excluding flights and accommodation)
and spaces typically fill quickly. Early registration is strongly advised to avoid
disappointment.
Register your place today at:
www.deloitte.co.uk/sharedservicesconference
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Peter Moller
Conference Chair
Emma Lawson
Conference Chair
Miguel Eiras Antunes
Host Country Lead
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Contents
About the sessions
A range of formats to engage you
Welcome02
About the sessions
04
Conference planner
05
Detailed agenda
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Conference sponsors
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Plenary sessions
These sessions are targeted at all conference delegates. Plenary sessions will pick up on what we
consider to be the most pertinent topics this year led by influential shared services, Global Business
Services and BPO leaders. There will also be a number of panel sessions, where leaders in their fields
will debate some of the key topics of interest in the industry today.
Breakout sessions
These sessions are designed to give delegates the opportunity to explore specific topics in detail.
They will be facilitated by subject matter experts who have deep knowledge of the topic. These subject
matter experts will either guide you through the latest trends and thinking, or share with you practical
advice from their own organisations to inspire you to make a change when you return to the office.
Discussion forums
The discussion forums are your opportunity to discuss topics of interest with your peers and share
insights and experience within a smaller group in a less formal setting. A subject matter expert will be
on hand to provide facilitation and structure to the meetings, but there will be no PowerPoint slides.
Analytics demonstrations
These demonstrations will show how analytics can be applied to solve business questions, by
delivering previously-hidden insight from data available both inside and outside an organisation. At the
conference we will showcase a selection of demonstrations relevant to Finance, HR and other topics
which will be of interest to the audience.
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Contents
Conference planner
The conference planner is designed to provide you with an overview of the agenda. Use it to navigate quickly and easily through the
Welcome02
programme to select sessions that meet your needs.
About the sessions
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Conference planner
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Detailed agenda
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Conference sponsors
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Logistics47
For further information on the conference programme, please see the detailed agenda section.
Day 1 – 14 September
8:45
Plenary 1: Welcome and introduction to current market trends
Peter Moller, Emma Lawson & Miguel Eiras Autune, Deloitte
9:30
Plenary 2: Vodafone – Implementing a large mixed ownership Global Business Services model
Steve McCrystal, SVP & Global Head of Shared Services, Vodafone
10:05
Delegates wanting to attend plenary 3B will need to transition to a different room as plenary 3A and 3B run concurrently
10:10
Plenary 3A: AstraZeneca – The case for functional shared services
Tony Glynn, Former Vice President Global Finance Services, AstraZeneca
Plenary 3B: Panel – HR shared services in the Cloud: A silver lining or thunderstorm on the horizon?
Panel to be chaired by Brett Walsh, Deloitte
Panel Mark Murphy, Global Head of HR Shared Services, BT, Carolyn Isaacs, Global HR service director, Diageo & Ralf Clausen,
Head of CoC HR Information & Service, Voith
10:45
Refreshments and networking
Analytics demonstration – during refreshments and networking
10:50 – 11:10
Forensic activity impact measurement: driving insight to transform SSC productivity
Laurence Collins & Neera Mayor, Deloitte
Breakout sessions
11:15
Breakout 1: Panel – Will Robotic Process Automation truly transform the shared service operating model?
Panel to be chaired by David Wright, Deloitte
Breakout 2: Panel – Trends within public sector shared services
Panel to be chaired by Deborah Gregg, Deloitte
Panel Dr Jaime Quesado, President, ESPAP, Carolyn Williamson, Director of Corporate Resources, Hampshire County Council,
David Mader, acting Deputy Director of Management, Office of Management & Budget I The White House & David Harker, Deloitte
Breakout 3: ISS – Developing a mature relationship with BPO providers: Maximising potential and adding strategic value
Lars Nordestgaard Nielsen, BPO Director, ISS
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Conference planner
Welcome02
About the sessions
04
Conference planner
05
Detailed agenda
14
41
Conference sponsors
43
11:15
Breakout 4: Computacenter – War stories from the front line. The battle to retain talent in Budapest
Jamie Davies, Finance Shared Services Manager, Computacenter
Breakout 5: Becoming an insight-driven organisation. The role of shared services and global business services in
enterprise-wide analytics
David Anderson & Natalie Williams, Deloitte
Breakout 6: Will Global Business Services/SSCs prove to be the pioneers of technology-led workplace innovation? Or an
opportunity missed…?
Mark Catchlove, EMEA Director of Insight, Herman Miller; Martin Laws & Carissa Kilgour, Global Work+Place initiative Leads,
Deloitte
Breakout 7: Transforming your Tax operating model
James Tooley & Demian de Souza, Deloitte
Breakout 8: J&J – Continuous Improvement within P2P: How they used CI in the P2P process to improve effectiveness and
grow the organisation
David Mansfeld, Managing Director & Herman Verschueren, Account Manager & Continuous Improvement Manager,
Johnson & Johnson
Breakout 9: Celgene – Delivering statutory reporting in shared services centres
Olivier Wuthrich, International Finance Director & David Pignolet, Executive Director Global Finance Operations, Celgene &
Laurent Nowicki, Deloitte
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Discussion forum
Discussion 1: Developing a shared services or Global Business Services business case
Nick Prangnell, Simon Muller & Kalpesh Mistry, Deloitte
Analytics demonstrations – during breakout sessions and discussion forums
11:15 – 11:35
CFO dashboard
Orla Dunbar & Anthony Maher, Deloitte
11:40 – 12:00
Visual Decision Xccelerator™ (VDX) – ‘what if’ shared services/GBS scenarios assessment tool
Richard Sarkissian, Deloitte
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Conference planner
Welcome02
About the sessions
04
12:00
Transition to breakout sessions, discussion forums or analytics demonstrations
Breakout sesssions
12:10
Breakout 1: Tarmac – Transforming control and compliance with enabling technology
Andrew Parris, Director of Shared Services, Tarmac – a CRH Company
Conference planner
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Detailed agenda
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Breakout 3: BPO panel
Panel to be chaired by Mark Craddock, Deloitte
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Breakout 4: Creating value through transforming the ‘retained’ function – enhanced business partnering to create
a ‘Front Office Finance’ of the future
David Anderson & Alice Stephen, Deloitte
Breakout 2: Shared services & Global Business Services feasibility
Dorthe Harding Keilberg, Deloitte
Breakout 5: Swiss Re – A stakeholder view of shared services, Global Business Services and BPO
Peter Hämmerli, Head of Service Delivery Global Services, Swiss Re & Jayanth Poorna, Deloitte
Conference sponsors
43
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Breakout 6: ESPAP – Building a shared service organisation in the public sector
Dr. Jaime Quesado, President of ESPAP – Entidade de Serviços Partilhados da Administração Pública, I.P. (Portuguese Shared
Services Entity for the Public Administration)
Breakout 7: Selecting your location, and how to make it work
Thomas Bo Jørgensen, Senior Project Manager Transformation Office DFDS, Elias van Herwaarden & Val Popovici, Deloitte
Breakout 8: Delivering a globally compliant payroll solution
Darlyl Knight, Deloitte
Breakout 9: ANZ Bank – Achieving best in class robotic process automation
Pankajam Sridevi, Managing Director, ANZ Bank & Mihir Shukla, CEO, Automation Anywhere
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Conference planner
Welcome02
About the sessions
04
Conference planner
05
Detailed agenda
14
Discussion forums
12:10
Discussion 1: Winning the PR battle. How and why you need to industrialise the selling process within your shared
services or Global Business Services organisation
Deborah Kops, Founder & Managing Principle, Sourcing Change
Discussion 2: Next generation service level agreements
Jo Hart & Flavia Sepulvida, Deloitte
Discussion 3: Talent in shared service centres – a nest to nurture or safe haven to stay put?
Jamie Davies, Finance Shared Services Manager, Computacenter, Emma Lawson & Ed Walker, Deloitte
Conference sponsors
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12:10 – 12:30
Process X-Ray – A tool to understand your actual business process
Wilbert Pommerel, Deloitte
12:40 – 13:00
Driving purchasing effectiveness through analytics
Colm Diamond & Patrick Foelck, Deloitte
13:00
Lunch and networking
Analytics demonstrations – during lunch and networking
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13:10 – 13:30
Organisation design using analytics
Natalie Williams, Deloitte
13:40 – 14:00
Pathfinder – A benchmarking tool
Alvee Britto & Jeff Wright, Deloitte
14:15
Plenary 4: Deloitte tech trends 2016
Bill Briggs, Chief Technology Officer, Deloitte
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Conference planner
Welcome02
About the sessions
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Conference planner
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Detailed agenda
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Conference sponsors
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14:50
Plenary 5: GE: Enabling Business Agility - building an 8,000+ strong multifunctional shared services organisation in 3 years
Bjorn Bergabo, General Manager, GE Global Operations for Europe, Russia & CIS, GE
15:25
15:55
Plenary 6: Lloyds Bank – Driving value in a shared services centre environment through robotics, analytics and a service
excellence program
Steve McKenna, Finance COO, Finance Business Services, Lloyds Bank
16:40
Plenary 7: Panel – Emerging Technologies
Panel to be chaired by John Tweardy, Deloitte
Panel Tony Glynn, AstraZeneca, Carolyn Isaacs, Diageo, Deborah Kops, Sourcing Change & Bill Briggs, Deloitte
17:30
Close of day 1 – Coaches back from conference venue to Deloitte booked hotels
Alternatively, if you do not need to return to your hotel room, you are invited to join us for drinks from 17:30, with this year’s
sponsors at the Centro de Congressos de Lisboa (CCL).
Or you can simply make yourself comfortable at one of the many work stations and sheltered meeting spaces whilst you wait for
the shuttle buses to transport you to the evening event from 18:45.
“I prioritise one networking event a year, and this is always first on the list.
It’s a crash course on industry trends.”
VP Global Finance Services, AstraZeneca
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Conference planner
Welcome02
About the sessions
04
Conference planner
05
Detailed agenda
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8:45
Welcome to Day 2
Peter Moller & Nick Prangnell, Deloitte
Plenary 8: Integrated Global Services – The newest brand fuelling growth at Campbell
Ed Carolan, SVP & President Integrated Global Services, Campbell Soup Company
9:25
Plenary 9: Business ecosystems come of age – Implications for business models and shared services
Jacob Bruun-Jensen, Deloitte
10:05
10:10
Plenary 10A: Panel – Centres of Excellence (CoE) – From providing shared services to delivering excellence
Panel to be chaired by Miguel Eiras Antune, Deloitte
Plenary 10B: Human Capital trends and the implications for HR shared services
Brett Walsh, Global HC group and HR Transformation practice leader, Deloitte
Breakout sessions
Conference sponsors
43
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11:10
Breakout 1: Shared services/Global Business Services centre transition and migration planning
Mark Craddock, Deloitte
Breakout 2: Tetra Pak – Regional shared services model for mid-size organisations – How Tetra Pak progressively built a
hybrid regional delivery model
Christian Moraldo, Vice President Group Financial Control, Tetra Pak
Breakout 3: Building quality and consistency of service with well-applied contact centre operations. Practical tips for
Global Business Services and shared services leaders
Richard Small, Deloitte
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Conference planner
Welcome02
About the sessions
04
Conference planner
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Detailed agenda
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Conference sponsors
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11:10
Breakout 4: Leiden University – Continuous Improvement (CI)
Rob van den Wijngaard, Manager Finance SSC, Leiden University & Dirk Westra van Holthe, Deloitte
Breakout 5: Voith – The impact of Cloud on HR process optimisation and the shared services operating model
Ralf Clausen, Head of CoC HR Information & Service Management, Markus Helle, Head of HR Process Management & Analytics,
Voith & Hendrick Schmahl, Deloitte
Breakout 6: UK – National Health Service: Going digital – NHS Shared Business Services
Gary Connolly, e-Invoicing Manager, NHS SBS
Breakout 7: Insight-driven shared services centres – unleashing the power of predictive intelligence and analytics
Breakout 8: Getting your BPO relationship and governance model right
Derek Smith, Global Head of Sourcing Strategy, UBS
Breakout 9: Internal controls – Service centre controls and impact of Robotic Process Automation (RPA)
Ani Sen Gupta, Deloitte
Breakout 10: Shared service centres in the APAC Region: A Deloitte perspective of the benefits and challenges
Henrik Ekstrom, Deloitte
Discussion forums
Discussion 1: Critical success factors in establishing shared services in the public sector
David Harker & Deborah Gregg, Deloitte
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Discussion 2: Making change effective – looking at people, culture and behavioural change
Jayanth Poorna & Ben Appleby, Deloitte
11:10 – 11:30
11:40 – 12:00
Visual Decision XcceleratorTM (VDX) – ‘what if’ shared services/GBS scenarios assessment tool
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Conference planner
Welcome02
About the sessions
04
12:00
Transition to breakout sessions, discussion forums or analytics demonstrations
Breakout sessions
12:10
Breakout 1: Creative Disruption of your Global Business Services through new technologies and delivery models
Ben McCann, Global Solutions and Financial Services Innovation Leader, Procter & Gamble
Conference planner
05
Detailed agenda
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Breakout 3: Meggitt – Implementing shared services and SAP
Simon Carr, Global Finance SSC Director, Meggitt, & Susana Cambeiro-Gesto, Deloitte
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Breakout 4: Credit Suisse – Talent challenges in FSI global in-house centres – How to manage and retain talent in a
time of growth
Markus Hausheer, Location Strategy & Execution, Credit Suisse
Breakout 2: Nike – European outsourcing transition
Hannelore van der Vorst, Europe Controller, Nike
Breakout 5: KWS – Seeding the future
Carsten Klapproth, Head of Global Services & Alex Gonzalez, KWS
Conference sponsors
43
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Breakout 6: Hampshire County Council – Moving up the value chain
Carolyn Williamson, Director of Corporate Resources, Hampshire County Council & David Harker, Deloitte
Breakout 7: Eskom Holdings SOC – Moving beyond finance shared services
Rajen John, Head of Shared Services, Eskom Holdings SOC
Breakout 8: Driving productivity and business impact through analysis and synthesis
Breakout 9: Sonae Sierra – A growth journey with a strong client focus
Vitor Duarte, Corporate Controller, Sonae Sierra
Breakout 10: Panel – Shell and Syngenta Lessons Learned: Managing Processes and Continuous Improvement (CI)
Panel to be chaired by Geoff Gibbons, Deloitte
Panel Patsy Harris Jones, Downstream IT Continuous Improvement Manager, Shell & Neil Shilling, Head of Quality & Operational
Excellence, Syngenta
Breakout 11: Establishing a strong foundation for cost efficient global payroll compliance and reputational
risk management
Eira Jones & Daryl Knight, Deloitte
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Contents
Conference planner
Welcome02
About the sessions
04
Conference planner
05
Detailed agenda
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41
Conference sponsors
43
Logistics47
Discussion forum
Discussion 1: Next generation robotics – where will robotics go in the next 2-5 years?
David Wright, Deloitte
12:10 – 12:30
12:40 – 13:00
13:00
13:05 – 13:25
13:30 – 13:50
Machine learning: predictive intelligence to drive SSC insight
13:55 – 14:15
CFO dashboard
14:15
Plenary 11: Solvay – Global Business Services, making the ‘owner’ model a global operating success
Guy Mercier, Executive Senior Vice President – Head of Global Services Strategy & Delivery, Solvay
14:50
Panel 12: Functional shared services, Global Business Services or aggressive BPO – which model works best, when
and why?
Panel to be chaired by Peter Moller, Deloitte
Panel Paul Nicolaisen, VP Global Business Services & Simone Noordegraaf, VP Global Business Services Europe,
Akzo Nobel & Nick Prangnell, Deloitte
15:30
Close of conference – coaches depart for airport
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Detailed agenda
Welcome02
About the sessions
04
Conference planner
05
Detailed agenda
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41
Conference sponsors
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Evening event – 14 September
8:45
Plenary 1: Welcome and introduction to current market trends
Peter Moller, Emma Lawson & Miguel Eiras Antune, Deloitte
9:30
Plenary 2: Vodafone – Implementing a large mixed ownership Global Business Services model
Over the last seven years Vodafone has built one of the largest Global Business Services organisations in the world. It is now
home to some 19,000 people providing a wide range of services including finance, HR, IT, customer operations and procurement.
Whilst the debate continues as to whether the landlord or owner model is preferable in a Global Business Services organisation,
Vodafone’s model combines both. Steve McCrystal will drill down into a number of interesting areas including:
• Which works best; the owner or landlord model, and why?
• How Vodafone is progressing with numerous robotics and Artificial Intelligence (AI) pilots and what the long-term impact and
benefits of these technologies are likely to be.
• Why Vodafone now sees its Egypt Global Business Services location as one of the best, with language skills comparable to
Eastern Europe and costs close to India.
• How Vodafone has managed to grow so rapidly whilst keeping its internal customers on board.
Steve McCrystal, SVP & Global Head of Shared Services, Vodafone
10:05
10:10
Plenary 3A: AstraZeneca – The case for functional shared services
While many organisations have migrated to a Global Business Services model over the past few years most still focus on
optimising their existing functional shared services, often supported by one or more BPO providers. AstraZeneca (AZ) is one such
organisation. During this session Tony Glynn will focus on:
• Why AZ has so far resisted the move to a Global Business Services model.
• How it has renegotiated its finance BPO contract to an outcome-based deal where the BPO provider has far greater
accountability.
• How you can still get end-to-end, cross-functional process benefits without having multiple functions under one Global
Business Services roof.
Tony Glynn, Former Vice President Global Finance Services, AstraZeneca
10:10
Plenary 3B: Panel – HR shared services in the Cloud: A silver lining or thunderstorm on the horizon?
Today we cannot open an HR webpage or magazine without the mention of Cloud – HRs most disruptive weather system. Since
the introduction of the HR Cloud, over 15,000 organisations buried their legacy ERP systems and entrusted the heavens with their
precious HR data, records and processes. This has brought a step change in the approach to design and delivery of HR shared
services, better suited to a highly mobile customer base, demanding 24/7 access to HR anywhere any time. Customers want and
need more, which is driving the next phase of HR transformation and HR service delivery.
In this plenary, we hear from three worldwide market leaders in their business area about their journey to the Cloud and the
effect it has had on their service delivery model for HR.
Panel to be chaired by Brett Walsh, Deloitte
Panel Mark Murphy, Global Head of HR Shared Services, BT, Carolyn Isaacs, Global HR service director, Diageo & Ralf Clausen,
Head of CoC HR Information & Service, Voith
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Contents
Detailed agenda
Welcome02
About the sessions
04
10:45
05
Detailed agenda
14
41
Conference sponsors
43
Logistics47
Forensic activity impact measurement: driving insight to transform SSC productivity
In this session, you will have the opportunity to see a number of analytics demos that are able to analyse structured and
unstructured data, model economic scenarios and visualise the output to help you link your SSC productivity to business impact,
and identify interventions to help you transform and improve your SSC.
Breakout sessions
11:15
Analytics demonstration – during refreshments and networking
10:50 – 11:10
Conference planner
Breakout 1: Panel – Will Robotic Process Automation truly transform the shared service operating model?
Whether or not you are of the opinion that the term ‘robotics’ is nothing more than a clever marketing ploy – the technology and
application within shared services has gained significant traction and seems to be here to stay. During this session we will draw
on experience from a number of companies who have already implemented robotics to debate:
• To what extent can robotics penetrate the processes typically performed in shared services?
• Robotics is making head-way, but will robotics truly transform the make-up of the workforce in a shared services organisation?
• Does robotics now present a valid alternative for going offshore and even BPO?
Panel to be chaired by David Wright, Deloitte
Breakout 2: Panel – Trends within public sector shared services
In this panel our UK Public Sector Lead for shared services Deborah Gregg will lead a discussion on the unique success factors
that enable the establishment and management of shared services in the public sector. The discussion will explore areas such as:
• Stakeholder and people engagement in a complex political environment.
• Advances in technologies – which ones are gaining traction in the public sector market.
• How to accelerate the speed of change.
Panel to be chaired by Deborah Gregg, Deloitte
Panel Dr Jaime Quesado, President, ESPAP, Carolyn Williamson, Director of Corporate Resources, Hampshire County Council,
David Mader, acting Deputy Director of Management, Office of Management & Budget I The White House & David Harker, Deloitte
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Contents
Detailed agenda
Welcome02
About the sessions
04
Conference planner
05
Detailed agenda
14
41
Conference sponsors
43
Logistics47
11:15
Breakout 3: ISS – Developing a mature relationship with BPO providers: Maximising potential and adding strategic value
Founded in 1901, ISS has grown to become one of the world's leading facility services companies. It offers local operations
in more than 50 countries across the globe, serving thousands of public and private sector customers. In 2014, ISS selected
Cognizant as its strategic BPO partner to provide Finance and Accounting (F&A) business process services across all territories
to enhance quality, further optimise and align their finance processes and reduce costs. The transformation will take place over
a period of 7 years. As BPO Director, Lars Nordestgaard Nielsen has overall responsibility for this transformation. During this
session Lars will provide insights into:
• The approach and strategy behind this transformation.
• How you can select and establish a relationship with a BPO provider that allows you to derive and capture continued strategic
value.
• ISS’s transition to BPO – including achievements to date, challenges encountered and lessons learned.
Lars Nordestgaard Nielsen, BPO Director, ISS
Breakout 4: Computacenter – War stories from the front line. The battle to retain talent in Budapest
The BPO and shared services centre market is booming. The days of these centres being purely ‘back office’ are over and
employees want, need, and demand more. With mature markets saturated with shared services centres, the war for talent is
on. Employees treat employers as a commodity, if the product (employer) doesn’t work for them, they can easily change and
pick another product off the shelf. Computacenter’s shared services centre in Hungary has invested to drive overall employee
engagement, keep a lid on attrition and generate improvement initiatives with impressive results. Jamie Davies will share
practical ideas with impressive results on:
• The agile framework you can put in place to ensure you hire people with values that match, improve overall employee
engagement and reduce flight risk.
• The focus on developing the emotional intelligence competencies of managers and team leaders.
• Doing this in parallel to improving efficiency, service delivery and expanding scope.
• How you can get buy-in for this investment from the wider business.
Jamie Davies, Finance Shared Services Manager, Computacenter
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Contents
Detailed agenda
Welcome02
About the sessions
04
Conference planner
05
Detailed agenda
14
41
Conference sponsors
43
Logistics47
11:15
Breakout 5: Becoming an insight-driven organisation. The role of shared services and global business services in
enterprise-wide analytics
Analyst firm IDC estimate that, by 2020, the amount of digital data produced will exceed 40 zettabytes (or 44 trillion gigabytes).
To put that figure in perspective, that’s the equivalent of generating 5,200 GB of data for every man, woman and child on Earth.
Organisations are already beginning to leverage data and analytics to provide better customer service, improve operational
efficiency and development of new products and services, as well as to enhance the decision-making process. But how can
shared services or Global Business Services organisations build sustainable analytics capabilities which consistently deliver value
to the business. In this workshop, David Anderson & Natalie Williams will explore:
• How centralised analytics capabilities in shared services can not only drive operational effectiveness, but how the shared
services can become the engine room for analytics.
• Non-technical elements of analytics, including putting in place an analytics strategy.
• Finding the right talent, organising for success, and developing an ‘insights process’.
• Building credibility for analytics led out of the shared services.
David Anderson & Natalie Williams, Deloitte
Breakout 6: Will Global Business Services/SSCs prove to be the pioneers of technology-led workplace innovation? Or an
opportunity missed…?
With the ever-increasing “collision” and complexities of corporates’ talent, technology, global location and physical workspace
agendas, this session brings together a diverse range of Deloitte and Herman Miller research to question whether the Global
Business Services/SSC environment should be the pioneer of the “future of work”, successfully capturing the benefits of
technology-led workplace innovation, the energies and aspirations of the Millennial workforce and the power of the connected
corporation. Or will it be an opportunity missed?
The session will demonstrate how innovative organisations are already tearing up the rule book of functional and “departmental”
thinking of the past half-century to adapt to the hybrid workforce and teaming models of tomorrow. And how this approach is
coming through in the innovative blending of talent, technology, location and workplace decisions in Global Business Services/
SSC environments.
Mark Catchlove, EMEA Director of Insight, Herman Miller; Martin Laws & Carissa Kilgour, Global Work+Place initiative Leads,
Deloitte
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Contents
Detailed agenda
Welcome02
About the sessions
04
Conference planner
05
Detailed agenda
14
41
Conference sponsors
43
Logistics47
11:15
Breakout 7: Transforming your Tax operating model
Increasingly organisations are reviewing their tax function to determine the optimal mix of insourced and outsourced capabilities,
leveraging their Global Business Services structures where possible. This session will explore how Deloitte has partnered with
a global corporation to transform their EMEA Corporate Income Tax Return process through the establishment of a captive
centre of excellence (CoE) for Corporate Tax activities. It will also focus on the client’s mixed model, partnering with Deloitte Tax
capabilities to deliver compliance across Europe.
James Tooley & Demian de Souza, Deloitte
Breakout 8: J&J – Continuous Improvement (CI) within P2P: How they used CI in the P2P process to improve effectiveness
and grow the organisation
J&J started its shared services journey in Europe over 10 years ago with the establishment of a centre in Prague focusing in on
Procure to Pay. Following its early success, the centre’s scope quickly expanded and today the organisation consists of around
400 employees delivering services in the area of Accounts Payable, Accounts Receivable, General Ledger, Reporting and Closing,
Master Data, Transition, Testing and Indirect Tax. Over the next two years, the organisation will expand beyond finance to
bring into scope around additional 300 FTEs delivering Procurement and HR processes in a bid to standardise and centralise
all ‘support’ activities in Europe. This scope is also in line with the 4 other regional J&J centres around the globe. According to
David Mansfeld, one of the foundations for the centre’s success has been the establishment of a Continuous Improvement (CI)
framework operated in collaboration with a network of global process owners. Here, David will illustrate how this approach has
been applied – with specific examples in the P2P space:
• The creation of a CI team to support and optimise the P2P process – with real life examples.
• Enabling technologies used in P2P.
• How the CI framework is applied and the role of the global process owners.
• Plans to evolve the CI approach and framework to fit the new global services model.
David Mansfeld, Managing Director & Prague Site Lead and Herman Verschueren, Account Manager & Continuous Improvement
Manager, Johnson & Johnson
Breakout 9: Celgene – Delivering statutory reporting in shared services centres
Celgene’s international Finance team, based in Neuchatel, Switzerland, has benefited from the management and delivery of their
statutory accounts by Deloitte and they have now invested in technology to enable the insourcing of the statutory accounting
process into their Shared Services Centre. Celgene manages together with Deloitte the production of statutory accounts for over
40 legal entities, covering Europe & APAC. The insourcing project is phased and focusing on key EMEA jurisdictions for the first
year of insourced production. Celgene has deployed a secondary ledger for entities managed in-house and is leveraging our
Deloitte GAAP conversion tool for other jurisdictions. This session will cover:
• Key components of an integrated statutory accounting and corporate tax process.
• Outsourcing vs insourcing: key considerations.
• Roadmap to insource – Objectives of the insourcing, how to leverage the benefits of the outsourcing to facilitate the insourcing
project, Project Plan: design & implementation and management of the plan.
• Year One – Debrief on experience.
Olivier Wuthrich, International Finance Director & David Pignolet, Executive Director Global Finance Operations, Celgene
& Laurent Nowicki, Deloitte
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11:15
Discussion forum
Discussion 1: Developing a shared services or Global Business Services business case
Nick Prangnell, Simon Muller & Kalpesh Mistry, Deloitte
11:15 – 11:35
CFO dashboard
CFO Management Reporting demonstration offers an illustrative KPI dashboard which depicts organisational performance
against strategic objectives; pricing analysis and improvement opportunities and asset efficiency and working capital
optimisation. The demo will be relevant to those looking to understand the CFO’s needs, aligning to them to move up the value
chain and realign KPIs and SSC metrics to better fuel performance at Exec level.
11:40 – 12:00
Many organisations are now thinking about how best to implement analytics capabilities and how far analytics can transform
how business decisions are made. Deloitte’s Visual Decision Xccelerator™ (VDX) is an example of how analytics can transform the
way data analytics is used to make business decisions. VDX provides real-time, visual representation of the impacts of key options
regarding an organisation, process changes and locations when considering shared services and outsourcing and showcases how
analytics can help improve decision making at your organisation.
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Transition to breakout sessions, discussion forums and analytics demonstrations
Breakout sesssions
12:10
Conference planner
Breakout 1: Tarmac – Transforming control and compliance with enabling technology
The merger of two large organisations (in March 2013 by the merger of Anglo American’s Tarmac and Lafarge’s UK operations)
with different systems, processes, people and locations brought challenges to the formation of Tarmac’s shared service centre.
Despite a less than ideal foundation for establishing a shared services centre, it continues to face the same challenges that any
centre does: demands from the business for better and more cost-effective service. At last year’s conference Andrew shared his
insights into the challenges the team faced and how they managed successfully to accelerate stabilisation at the same time as
improving services. Now stabilised, its organisation has shifted into delivering better controls and compliance through enabling
technology. Andrew Parris will share:
• A brief history of the centre and progress since the 2015 conference.
• How they identified and selected technologies to improve controls and compliance – the Blackline solution.
• The change management approach around the technology implementations.
• How they have moved from stabilisation to optimisation – what that means for the make-up of the team.
Andrew Parris, Director of Shared Services, Tarmac – a CRH Company
Breakout 2: Shared services & Global Business Services feasibility
Though many organisations are tempted to skip this stage, a feasibility study is an important step in transforming your backoffice functions. Whether you are just starting out or looking to redefine your business model, the foundations you lay during this
time will be critical to achieving your desired vision and end goals. It’s also an important tool in your change management arsenal.
So how do you justify this investment and make the most out of this? During this session, Dorthe Harding Keilberg will share her
recipe for success, including:
• Key steps: why it’s important to start by defining a clear vision.
• Tried & tested tools and techniques.
• How you can get the maximum stakeholder engagement even in the early stages: what skill sets will you need and where in
your organisation should you source these?
• Considerations when building a robust business case: to what extent is it worth trying to quantify ‘value’ above and beyond FTE
head count savings?
• How do you prepare to realise the benefits lined up?
Dorthe Harding Keilberg, Deloitte
Breakout 3: BPO panel
We are moving into a new phase of relationships in BPO contracts. As we enter the age of third and fourth generation deals,
a number of companies are looking to leverage more than just the labour arbitrage and technical innovation provided, and are
wanting to build deeper partnerships, with more tightly integrated teams and new ways of working. However, the road to this
new world of BPO is not smooth and there are significant barriers to be overcome. During this panel, we will discuss, benefits and
challenges and share ideas and war stories with three Clients that have extensive BPO contracts.
Panel to be chaired by Mark Craddock, Deloitte
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12:10
Breakout 4: Creating value through transforming the ‘retained’ function – enhanced business partnering to create a
‘Front Office Finance’ of the future
As the cost and size of Finance is being driven down through centralisation and automation, the future of Finance lies in its role as
a strategic partner to the business. Centralisation of high-value activities such as decision support has become the new normal,
and there has been a drive towards redeploying or freeing-up resources locally in ‘retained’ finance to focus on value-enhancing
business partnering. But many organisations often treat the definition of the ‘retained’ function as a slimming-down exercise,
expecting local teams to simply stop doing their old activities and pick up partnering activities which were non-existent before.
The risk of a poorly defined business partnering vision, strategy, and talent and capabilities assessment can be that business
partners are not clear on what they should be spending their time on, and how they best support the business priorities with
insight and agility. It is the front line business who feel the pain when they are unable to get the strategic advice they really need
from Finance. This workshop will look at the view of ‘Front Office Finance,’ for example:
• How to redefine a holistic vision for Finance, with Finance being at the forefront of business decision-making through business
partnering, whilst leveraging data and insights generated by Global Business Services or CoE.
• How to build commercial knowledge in Finance in order to support the growth agenda of the business.
• How to ensure your retained Finance teams and business partners understand the changing business priorities and how best
to support them.
• How to develop and enhance the people skills and capabilities that are needed to build trusted-advisor relationships, and
proactively partner the business.
David Anderson & Alice Stephen, Deloitte
Breakout 5: Swiss Re – A stakeholder view of shared services, Global Business Services and BPO
The transition from old ways of working to new is fraught with challenges, both for individuals and teams at all levels of an
organisation, as expectations about their core responsibilities and behaviours change significantly. While the business case for
starting this journey and target operating model may be different, one thing that all these organisations have in common is how
tricky it can be to address the change challenges of various stakeholder groups involved. Failure to manage both the people and
cultural aspects of a transformation programme effectively can prevent the realisation of initial and indeed continued benefits,
no matter how compelling the business case is. During this interactive session, Peter Hämmerli, Head of Service Delivery at Swiss
Re & Jayanth Poorna, Global Business Services change management expert at Deloitte will share:
• How a well-designed change management plan can assess and address the change impacts effectively for each identified
stakeholder group.
• How you can approach and maintain employee engagement and alignment when you are dealing with different centres,
functions and talent pools.
• Hints and tips to gaining acceptance and reducing the risk of ongoing tension within a multi-function, multi-business, multilocation and multi-sourcing environment.
• Ongoing challenges and considerations: how important is it that you have the same governance, service delivery, talent
management and culture in the shared services organisation as with the retained organisation? Is this even possible?
Peter Hämmerli, Head of Service Delivery Global Services, Swiss Re & Jayanth Poorna, Deloitte
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12:10
Breakout 6: ESPAP – Building a shared service organisation in the public sector
ESPAP is responsible for development and administration of shared services within Public Administration in Portugal. Assisting
over 150,000 employees, its services cover finance, HR, procurement, IT services, vehicles and logistics, and infrastructure
services. At last year’s conference Dr. Jaime Quesado shared his insights into the challenges they faced establishing a multifunctional shares services in the public sector. Now 12 months on, their focus has shifted to expanding the remit of its virtual SSC
network solution using enabling technologies. During this session Dr. Quesado, will share:
• How can you attract new customers in an environment where adoption of services is voluntary?
• Expanding the remit of virtual shared services. A deep dive into e-procurement and Cloud.
• Achievements to date, lessons learned and vision for 2017.
Dr. Jaime Quesado, President of ESPAP – Entidade de Serviços Partilhados da Administração Pública, I.P. (Portuguese Shared
Services Entity for the Public Administration)
Breakout 7: Selecting your location, and how to make it work
Over the last 2 years companies have been presented with a wider choice of locations for their Global Business Services and
shared services centres. Tier-2 and Tier-3 cities are being explored across Europe, Asia Pacific and the Americas. But as Global
Business Services and shared services increasingly take-up more complex and higher value-adding processes, carving-out the
optimal service delivery model and selecting the locations to suit is far from simple. In parallel, the growing global war-for-talent
often means that implementing a location decision and growing the Global Business Services or shared services comes with
challenges – even in the most favourable locations. Here, DFDS and Deloitte’s site selection professionals will dive into these
themes, using practical examples to address such topics as:
• What goes where? – latest insights into location trends.
• The future of the tiered/dispersed service delivery model.
• What does location really mean to the SSCs operating environment?
• How do you mitigate location challenges as you set-up and build-out your centre.
Thomas Bo Jørgensen, Senior Project Manager Transformation Office DFDS, Elias van Herwaarden, Val Popovici, Deloitte
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12:10
Breakout 8: Delivering a globally compliant payroll solution
In this session, using insight and experience, we will look at the key themes in this area and will answer all of the questions you
have on global payroll services. For example:
• What are the current trends in global payroll?
• How do clients select a global payroll service?
• What does an implementation of a global payroll look like?
• What are the pitfalls of a global payroll service?
• How should I structure my internal resources if I have a global payroll service?
Daryl Knight, Deloitte
Breakout 9: ANZ Bank – Achieving best in class robotic process automation
ANZ is one of the five largest listed companies in Australia and the number one bank in New Zealand. ANZ operates in more
than 34 markets across Australia, New Zealand, Asia, Pacific, Europe, America and the Middle East including a technology and
operations centre in Bengaluru, India. ANZ have been working with Automation Anywhere for around 18 months and now
have over 500 robots in their digital workforce. Join Pankajam Sridevi, Managing Director at ANZ Bank and Mihir Shukla, CEO of
Automation Anywhere, for an enlightening discussion of real world business challenges and how Robotic Process Automation is
driving transformational business process improvement on an enterprise scale:
• Learn how ANZ is leading an industry in improving processes; and
• Liberating people to focus on higher-level contributions to the business.
Pankajam Sridevi, Managing Director, ANZ Bank & Mihir Shukla, CEO, Automation Anywhere
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Discussion forums
12:10
Discussion 1: Winning the PR battle. How and why you need to industrialise the selling process within your shared
services or Global Business Services organisation
Deborah Kops, Founder & Managing Principle, Sourcing Change
Discussion 2: Next generation service level agreements
Jo Hart & Flavia Sepulvida, Deloitte
Discussion 3: Talent in shared service centres – a nest to nurture or safe haven to stay put?
Jamie Davies, Finance Shared Services Manager, Computacenter, Emma Lawson & Ed Walker, Deloitte
12:10 – 12:30
Process X-ray is analytics that examines end-to-end processes, allowing users to determine the exact juncture at which
inefficiency is generated. The demo will spotlight how efficiency gains can be found faster across all GBS and shared service
functional towers.
12:40 – 13:00
In this session, you will have the opportunity to see a number of analytics demos that allow you to drive greater efficiency in your
use of Procurement capabilities through greater use of data available across your organisation and latest analytics solutions.
13:00
13:10 – 13:30
This Dashboard maps time, effort and cost for finance staff across the whole of an entity against a 3 level finance activity
taxonomy allowing you to see how much is spent on different parts of the organisation, as well understanding how centralised
the deliver of the activity is (e.g. CoE vs SSC).
13:40 – 14:00
Pathfinder is an web-based assessment tool that spans 8 strategically important functional areas across an organisation.
It provides qualitative analysis based on question banks prepared by Deloitte SMEs, providing a focal point for interviews and
discussions and quantitative analysis through targeted benchmarking to identify areas of inefficiency compared to other global
organisations. It offers a flexible approach and rapid deliver at the beginning of an engagement to support prioritisation
of initiatives.
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14:15
Plenary 4: Deloitte tech trends 2016
As Deloitte’s Chief Technology Officer, Bill Briggs is a strategist with deep implementation experience – helping clients anticipate
the impact that new and emerging technologies may have on their business in the future, and getting there from the realities of
today. As CTO, Bill is responsible for helping to define the vision for Deloitte, identifying and communicating technology trends
affecting clients’ businesses, and shaping the strategy for Deloitte's emerging services and offerings. During this session, Bill
Briggs will cover:
• Deloitte’s 2016 tech trends that are likely to disrupt businesses in the next 18-24 months: block chain to augmented reality, the
Internet of Things, socially responsible applications of technology and more.
• Areas likely to be more ‘disruptive’ to shared services and global business services operations.
• Macro-economic and political trends and the impact that they will have on Global Business Services organisations.
Bill Briggs, Chief Technology Officer, Deloitte
14:50
Plenary 5: GE: Enabling Business Agility – building an 8,000+ strong multifunctional shared services organisation in 3 years
GE Global Operations is on a journey to be the world’s best shared services operation, enabling GE’s strategy by delivering for
customers, businesses, investors and employees.
Bjorn Bergabo will talk about:
• The changes GE has made in its enterprise strategy over the last year
• How the continuing evolution of the company’s shared services is helping to accelerate that strategy through a multi-functional
global business services organisation.
• How the company’s simplification initiative and cultural transformation have led to better outcomes at a lower cost for GE and
its customers.
• What does the future look like and what lessons have been learned to help future implementations.
Bjorn Bergabo, General Manager, GE Global Operations for Europe, Russia & CIS, GE
15:25
15:55
Plenary 6: Lloyds Bank – Driving value in a shared services centre environment through robotics, analytics and a service
excellence program
The UK finance shared services organisation in Lloyds Bank is made up of two centres: a reporting centre in Edinburgh and a data
& systems management centre in Bristol. In 2014 a service excellence programme was launched to improve overall employee
engagement across the entire finance function and drive improved performance. During this session, Steve McKenna will provide
an update on some of the initiatives that are currently underway to help the centres improve productivity and move up the value
chain. He will outline how they:
• Selected robotic process automation as a valid alternative to off-shoring.
• Won an ‘internal Public Relations (PR) battle’ through enhanced management information and progressive analytics.
• Embraced the concepts of daily huddles and visual management to improve overall service excellence.
• Positioned shared services for further growth – including provision of middle-office services.
Steve McKenna, Finance COO, Finance Business Services, Lloyds Bank
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16:40
Plenary 7: Panel – Emerging Technologies
In the 18 years that this conference has been running, we have seen trends come and go. If there is one trend definitely not in
doubt this year – it’s the re-emergence of enabling technologies. Just 3 years ago, the enabling technology market seemed to
have plateaued. Now there is a wealth of new solutions on the market gaining traction. Technology seems to be in…not just as
an alternative to low cost locations and labour arbitrage, but as a means of creating value in a shared services/Global Business
Services environment and elevating operations above the realms of ‘back-office’. But with a myriad of new ‘buzz words’ from
robotics to Artificial Intelligence (AI), to Cloud…where should you really spend your limited time and resources. Our panel will
debate:
• Of the new enabling technologies on the market – which are the ones that are gaining traction?
• Hype versus reality….? To what extent will Cloud replace the ERP market? To what extent will we all be employing robots
by 2020?
• How does the business case/change management challenge change with some of the new solutions which are less reliant on IT?
• How do you ensure you are bringing your IT team along for the ride?
• What can we learn from the SMAC which is available on the street…are we catching up in a business environment?
Panel to be chaired by John Tweardy, Deloitte
Panel Tony Glynn, AstraZeneca, Carolyn Isaacs, Diageo, Deborah Kops, Sourcing Change & Bill Briggs, Deloitte
17:30
Close of day 1 – Coaches back from conference venue to Deloitte booked hotels
Alternatively, if you do not need to return to your hotel room, you are invited to join us for drinks and networking with the
Conference sponsors at the Centro de Congressos de Lisboa (CCL) from 17:30, or you can simply make yourself comfortable at
one of the many work stations and sheltered meeting spaces available to you whilst you wait for the shuttle buses which will
transport you to the evening event from 18:45.
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Evening event
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Kais
Located by the riverside docks, Kais, our
location for the evening, is one of the
landmark features in the stretch, mid-way
between Cais do Sodre and Alcantara. It is
housed in an impressive late 19th century
warehouse, which was once used to
generate energy for the famous Portuguese
trams that still that transport people around
the narrow streets of the capital today.
There's an industrial quality to the interior
of Kais, with the design drawing on the
building's history and times gone by of the
city within which it proudly sits.
On arrival at the venue, you will be
welcomed by hundreds of candles and
warm lighting transforming this immense
venue into a setting with a truly intimate
atmosphere. As you socialise and enjoy
drinks with your peers you’ll be able to
mingle amongst the live cooking stations
and food stalls offering bites of the best that
Portugal has to offer.
Alternatively, if you prefer to return to your
Deloitte booked hotel after day 1 of the
conference, shuttle buses will operate from
the CCL immediately after the close of day 1
until up to 18:30. The choice is yours!
Last year, the evening event was hugely
popular – and this year promises to be
even bigger and better. If you want to come
away with a solid network of experts from
attending the conference, the evening
event is THE opportunity to build those
relationships. Don’t forget to register for this
when you register for the conference.
Getting there and back
From 18:45 – 19:30 shuttle buses will be
available from the Deloitte recommended
hotels to our evening venue: Kais.
Alternatively – if you do not need to return
to your hotel room, you are invited to join
us for drinks and networking with the
Conference sponsors at the Centro de
Congressos de Lisboa (CCL) from 17:30.
Or you can simply make yourself
comfortable at one of the many work
stations and sheltered meeting spaces
available to you whilst you wait for the
shuttle buses which will transport you to the
evening event from 18:45.
A shuttle bus service back to Deloitte
booked hotels at the end of the evening will
be available from 21:30 – 23:00.
17:30
Conference closes
Option 1: Drinks reception &
networking at the CCL
(17:30 – 18:30)
18:45Coaches from the CCL to
Kais for the networking
dinner
Option 2: Return coaches to Deloitte
booked hotels (17:30 –
18:00)
18:45 – 19:30Coaches from Deloitte
booked hotels to Kais for
networking dinner
19:00 – 23:00 Networking dinner at Kais
21:30 – 23:00Coaches depart back to
Deloitte hotels
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8:45
Welcome to Day 2
Peter Moller & Nick Prangnell, Deloitte
Plenary 8: Integrated Global Services – The newest brand fuelling growth at Campbell
In 2015, Campbell Soup Company embarked on an ambitious agenda to improve company agility, grow faster, and unlock
shareholder value. Integral to that strategy was the creation of Integrated Global Services, led by Ed Carolan and reporting
directly into the CEO. Comprised of nine operational functions providing a range of transactional to knowledge-based services
around the world, IGS is quickly transforming the way Campbell works to fuel growth, and helping to reshape our company for
new generations of consumers.
During this session, Ed Carolan will argue that the traditional thinking and positioning of shared services has held us back. He will
share his unique recipe for shared services success, which include:
• Run it like a brand
• Build it to lead change
• Make it a cool career
Ed Carolan, SVP & President Integrated Global Services, Campbell Soup Company
9:25
Plenary 9: Business ecosystems come of age – Implications for business models and shared services
Explore the new world of “business ecosystems” and how leading companies are moving beyond traditional industry silos into
richly-networked ecosystems. This session will cover real-life examples of how Li & Fung, eHow.com and other companies have
built innovation into their business models – and how strategic outsourcing played a critical part. Jacob Brunn-Jensen will also
reflect on the role shared services and Global Business Services can play to help organisations move to – and succeed – with these
innovative new business models.
Jacob Bruun-Jensen, Deloitte
“I found the Deloitte conference the best one – and I have attended several during the
past two years. The conference provided high quality sessions and excellent insights
into the recent trends in HR transformation, latest technology robotics, and good
practices in global business services. Plus great networking and excellent conference
facilities with a modern touch, such as the functional app.”
Business Services Director, Coca-Cola Hellenic
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10:05
10:10
Plenary 10A: Panel – Centres of Excellence (CoE) – From providing shared services to delivering excellence
Most shared services implementations start with transactional processes such as P2P or O2C. However once this transactional
scope has been fully migrated there are still typically many activities still left in the retained organisations that could be
centralised. Many organisations choose to build centres of excellence to handle such higher value add activities. In this break out
we will explore what leading organisations are doing with their CoE initiatives and touch on topics including:
• Are CoEs required for higher value activities or can these simply be put into an existing shared service centre?
• What governance structure is required for a CoE and who should it report to?
• What activities are best served from a CoE?
• Can CoEs be located nearshore or even offshore?
Panel to be chaired by Miguel Eiras Antunes, Deloitte
Plenary 10B: Human Capital trends and the implications for HR shared services
2016 will be a disruptive year, as new models of management, open feedback, new HR platforms, and organisation design take
centre stage for the human capital agenda. Brett Walsh leads Deloitte’s Global Human Capital Practice and consults at the senior
level on HR strategies, merger integrations, organisation design and major transformation programmes. During this session, Brett
Walsh will cover:
• The key Human Capital trends which are disrupting the workforce landscape.
• Areas of particular importance for HR shared services teams: digital technology, robotics, service delivery model, employee
experience.
• Examples of how organisations are stepping up to meet these challenges and opportunities.
Brett Walsh, Global HC group & HR Transformation practice leader, Deloitte
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Breakout sessions
11:10
Breakout 1: Shared services/Global Business Services centre transition and migration planning
Since the start of this conference, we have covered hundreds of shared services centre transitions… so why do companies still get
it wrong and why have we not learned from some of the lessons in the past? Hear from Mark Craddock who has managed multiple
transitions about the intricacies and pitfalls which most often trip companies up:
• To what extent is it important to fully plan and scope out a transition versus a just get on with it approach…is there a happy
medium? Is there such a thing as a transition plan which doesn’t change?
• Getting your ducks (or rather stakeholders) in line before you start. How should the relationship with stakeholders affect your
approach to transition assuming you may not always have everyone on board?
• Why you need to elevate change management to a critical path activity. How you need to manage change differently in different
geographies.
Mark Craddock, Deloitte
Breakout 2: Tetra Pak – Regional shared services model for mid-size organisations – How Tetra Pak progressively built a
hybrid regional delivery model
Tetra Pak began its shared services journey around 12 years ago with the establishment of a shared service centre in the UK
delivering transactional finance services (PtP, OtC and RtR) to European and North American legal entities. This was meant to be
the first step in a journey with plans to extend the model to the rest of the world. A few years later, with the UK service centre
falling short of the original benefit case, Tetra Pak decided to outsource the activities of the service centre to a third party service
provider and closed the operations.
In 2010 Tetra Pak had in-shored the RtR activities which had been outsourced to the third party provider.In 2011 Tetra Pak started
formulating a new strategy and operating model which they have implemented over the following years. The new streamlined
operating model has consolidated the RtR activities of all the geographies into five regional hubs and the PtP/OtC activities to a
third party service provider with operations in China & India.
This story provides an impressive take on what can be achieved with a vision of the end state, sound stakeholder management
and a structured & pragmatic approach, despite initial set-backs. During this breakout session Christian Moraldo will share Tetra
Pak’s story and outlook, including:
• How they incorporated learnings to avoid the errors of earlier setbacks.
• How they managed to deliver the expected savings and benefits.
• Big bang versus phased? – Why a more pragmatic ‘stepped’ approach made sense.
Christian Moraldo, Vice President Group Financial Control, Tetra Pak
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11:10
Breakout 3: Building quality and consistency of service with well-applied contact centre operations. Practical tips for
Global Business Services and shared services leaders
In today’s increasingly mobile and real-time world, customers’ satisfaction has never been more important. Their feedback,
both good and bad, is integral to shaping service quality and overall brand. Though many organisations are tempted to skip
this thinking, developing the right customer contact model and operations is an important step in transforming your back
office functions. Whether you are just starting out, looking to refine your model or move towards Global Business Services, the
investment (financial, time and effort) spent here will be the critical element in order to gain trust, deliver service excellence and
ultimately achieve your desired goals. During this session Richard Small will focus on:
• The step change in customer mind-set – why we are increasingly seeing ourselves as consumers both in and out of
the workplace.
• Considerations when building a robust and scalable contact centre.
• Emerging trends, technologies and engagement tools.
• His lessons learned: how not to forget your customers.
Richard Small, Deloitte
Breakout 4: Leiden University – Continuous Improvement (CI)
An inspiration for both public and private organisations – Leiden University has transformed from a decentralised finance
administration with paper intensive processes to a finance shared services with fully digitalised processes which draw daily on
data analytics as a means of achieving continuous improvement. By stacking up project results from several smaller projects, it
has created a multiplier effect allowing far greater results than those expected. During this presentation, Rob van den Wijngaard
from Leiden University and Dirk Westra van Holthe from Deloitte will discuss:
• Applied technology implementation, the basic principles, pitfalls, best practices and delivered results.
• Action management in a shared services environment.
• VAT coding, compliance and continuous improvement.
Rob van den Wijngaard, Manager Finance SSC, Leiden University & Dirk Westra van Holthe, Deloitte
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11:10
Breakout 5: Voith – The impact of Cloud on HR process optimisation and the shared services operating model
Voith’s HR transformation journey started three years ago, with an initial feasibility study into the creation of a global HR shared
services organisation with a global HR Process Framework to support more than 20,000 employees who were located across 50
countries. Following a process-led approach, Voith has successfully started to implement Cloud functionality (in parallel to global
process design) across end-to-end HR processes (170+ in total) and shared service hubs in Germany (Europe scope), the US (North
America), Brazil (South America), and China (Asia Pacific).
During this session, Ralf Clausen & Markus Helle will provide insights in to:
• The strategy behind the HR transformation.
• Features of a successful process-led design approach.
• The impact of Cloud on process optimisation and the shared services operating model.
• Lessons learned and critical success factors when moving to regional shared services and the Cloud.
Ralf Clausen, Head of CoC HR Information & Service Management, Markus Helle, Head of HR Process Management & Analytics,
Voith & Hendrick Schmahl, Deloitte
Breakout 6: National Health Service: Going digital – NHS Shared Business Services
NHS Shared Business Services (SBS) has one of the biggest supplier networks in the whole world: it’s story is unparalleled, with
many lessons learned along the way (not all of them good). Previously NHS SBS was crippled with a disconnected Supply Chain
and 30,000 daily inbound invoices from 175,000 suppliers worldwide. Processing time lagged and managing paper was accounting
for a significant chunk of its operating costs. The solution came in the shape of ‘Lean’ tools and enabling technology. NHS SBS call
centres have seen a significant reduction in invoice status inquiries. They have been able to eliminate up to 14 million pieces of
paper each year. E-invoices sent through Tradeshift went from zero to almost 25,000 per month in 17 months, meaning that all of
those invoices were received, registered and fulfilled digitally. Gary Connolly will cover:
• A brief overview of the NHS Shared Business Services operation.
• The invoice challenge, enabling technologies investigated and how they built a business case.
• Continuous improvement at NHS SBS and why it choose Lean.
• The structure NHS SBS put in place to support the roll out of Lean and lessons learned.
Gary Connolly, e-Invoicing Manager, NHS SBS
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11:10
Breakout 7: Insight-driven shared services centres – unleashing the power of predictive intelligence and analytics
For decades, shared services have understood the notion that “what gets measured, gets managed”. Consequently, small
incremental levels of improvement gain in efficiency and effectiveness can undoubtedly be attributed to the process of
measurement and monitoring. The recent challenge has been how to embed smarter and more intuitive mechanisms of
continuous improvement that yield even greater improvements than achieved historically. This session will explain how the
advent of machine-learning applications, combined with more holistic data management approaches, can now reveal the
complex set of relationships and linkages that exist between the various elements that drive service management effectiveness.
The session will include:
• What do we mean by insight-driven shared services?
• Machine-learning applications – who are the providers?
• How do you build a business case? What is the payback and to what extent do you need to rely on IT?
• Case studies and an overview of Watson Analytics in a shared services centre context.
Breakout 8: Getting your BPO relationship and governance model right
UBS have a long history of implementing large scale offshore and outsourced operations, and adapting its governance structure
to comply with evolving business and industry standards. After briefly summarising UBS’s journey to date Derek Smith will open
discussion up to the audience to drill down into a number of interesting areas including:
• What are the key considerations when defining or changing your relationship model? How much could be centrally owned and
what can be managed ‘in function?’
• The ‘art of the possible’ – what can be owned by whom?
• How do changes in industry regulations impact the way you define or redefine your governance model?
Derek Smith, Global Head of Sourcing Strategy, UBS
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11:10
Breakout 9: Internal controls – Service Centre controls and impact of Robotic Process Automation (RPA)
Cost reduction remains a key focus area to support profitability and growth. The business is increasingly asking the Internal Audit,
Controls, Compliance and Ethics teams how can they participate and support the cost reduction journey, while maintaining a
solid internal controls environment. There is a significant opportunity for organisations to leverage the existing shared services
arrangements and build a centralised, cost-effective risks, controls and compliance function. Ani Sen Gupta will share:
• How organisations can transfer transactional as well as certain specialised one-off activities under the risks, controls and
compliance functions to an offshore shared service centre.
• The business case for offshore shared services compliance centres.
• The opportunity for controls service centres to improve their use of leading edge technologies, robotics and the ERP platform
across the organisation.
• How to better deliver standardised controls operation and monitoring activities.
• How to strengthen all the three lines of defence and drive the ‘improve business performance’ agenda through a transparent
reporting framework.
Ani Sen Gupta, Deloitte
Breakout 10: Shared Service Centres in the APAC Region – A Deloitte perspective of the benefits and challenges
Establishing a Shared Services Centre in the APAC region has become a popular destination due to its favourable labour costs,
abundant pool of personnel and ongoing investment in infrastructure. However, the APAC region is also exposed to economic
volatility, inflation and cultural challenges. Deloitte will take a more detailed look at the benefits and challenges of establishing
a shared service centre in the APAC region and the countries within it. Specific topics and trends to be covered are:
• Cost effectiveness of personnel and facilities.
• The pool of available personnel.
• Infrastructure and development.
• Governance and business environment.
• Culture and linguistics.
Henrik Ekstrom, Deloitte
Discussion forums
Discussion 1: Critical success factors in establishing shared services in the public sector
David Harker & Deborah Gregg, Deloitte
Discussion 2: Making change effective – looking at people, culture and behavioural change
Jayanth Poorna & Ben Appleby, Deloitte
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Analytics demonstrations
11:10 – 11:30
In this session, you will have the opportunity to see a number of analytics demos that allow you to drive greater efficiency in your
use of Procurement capabilities through greater use of data available across your organisation and latest analytics solutions.
11:40 – 12:00
Many organisations are now thinking about how best to implement analytics capabilities and how far analytics can transform how
business decisions are made. Deloitte’s Visual Decision XcceleratorTM (VDX) is an example of how analytics can transform the
way data analytics is used to make business decisions. VDX provides real-time, visual representation of the impacts of key options
regarding an organisation, process changes and locations when considering shared services and outsourcing and showcases how
analytics can help improve decision making at your organisation.
12:00
Transition to breakout sessions, discussion forums and analytics demonstrations
Breakout sessions
12:10
Breakout 1: Creative Disruption of your Global Business Services through new technologies and delivery models
Procter & Gamble, established ‘Global Business Services (Global Business Services)’ in 1999 as an internal shared services
organisation to manage financial and other processes. Since then Global Business Services has grown in scope and evolved
considerably leveraging new organisational and partnership models, process transformation and technologies while continuing
to increase service quality and reduce costs. Today Global Business Services is a significant contributor to Procter & Gamble’s
value creation and cost savings. Global Business Services stands on the verge of significantly disrupting itself with new
technologies and delivery models which will radically impact the organisation. During this session their Global Solutions and
Financial Services Innovation Leader Ben McCann will discuss:
• The shared services journey of Procter & Gamble.
• Enablement of financial shared services using technologies such as Runbook Smart Close.
• Outlook as P&G’s shared services embarks on a journey of technology disruption.
Ben McCann, Global Solutions & Financial Services Innovation Leader, Procter & Gamble
Breakout 2: Nike – European outsourcing transition
Nike is a growth company, with an ambition for USD 50 Bn of revenue by 2020, up from USD 30 Bn today. Hannelore will share the
story of how Nike has built their global business services organisation to provide a platform for growth. Nike has partnered with
Genpact with centres in India and Eastern Europe serving 26 countries in Europe including Russia and Turkey, delivering Finance
processes, including purchase to pay and record to report. During this breakout, Europe Controller, Hannalore van der Vorst will
focus on:
• Value creation enabled by standard processes.
• Managing a performing relationship with Genpact.
Hannelore van der Vorst, Europe Controller, Nike
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12:10
Breakout 3: Meggitt – Implementing shared services and SAP
Meggitt is an international engineering group specialising in extreme environment components for aerospace defence and
energy markets. What is the right sequence for implementation of your shared services centre and ERP solution – at the same
time, before, or after? Meggitt has two shared service centres in the US and the UK and is currently delivering finance services
whilst rolling out SAP and transitioning more businesses to the centres. Simon Carr and Susana Cambeiro-Gesto, will provide a
candid view of the challenges and benefits of implementing SSC post ERP and at the same time.
Simon Carr, Global Finance SSC Director, Meggitt, & Susana Cambeiro-Gesto, Deloitte
Breakout 4: Credit Suisse – Talent challenges in FSI global in-house centres – How to manage and retain talent in a time of
growth
The financial services industry is going through turbulent times. Leaders are striving to restore their profitability and brand status
whilst needing to reinvent their business to face up to structural changes in the external market. In this context, financial services
have ramped up their near and offshore capabilities in order to reduce costs and leverage specialised talent pools more globally.
Markus Hausheer will share:
• What is the right balance between cutting & managing costs and investing in & developing talent within your GiCs?
• The Credit Suisse approach to talent management.
• Adopting a ‘forward looking’ consistent model to respond to challenges and improve sustainability.
Markus Hausheer, Location Strategy & Execution, Credit Suisse
Breakout 5: KWS – Seeding the future
Operating in 70 countries across the world, KWS, one of the world’s largest seed production companies, is supported by an
established Global Business Services organisation of 5 regional service centres delivering Finance, Controlling, HR, IT, Legal and
Procurement. During this session, Carsten Klapproth will share how KWS are creating a global centre to centralise extended
transactional activity, implementing enabling technology, and repurposing the regional centres to meet increasing demands from
the business for additional value such as analytics, and more extensive partnering with the business:
• The art of the possible in an organisation with €1bn revenue – vision for Global Business Services.
• The importance of branding and its intrinsic role in fostering an environment of high engagement and productivity.
• Moving up the value chain and delivering a quality service.
Carsten Klapproth, Head of Global Services & Alex Gonzalez, KWS
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12:10
Breakout 6: Hampshire County Council – Moving up the value chain
Hampshire County Council, which operates a multi-function shared services operation across several other public sector
organisations, is embracing new technologies, and is always amongst the first public sector organisations in the UK to push
boundaries. At last year’s conference Carolyn Williamson shared her insights into the challenges they faced and how they
managed successfully to embrace new technologies at the same time as improving services.
During her on-stage interview you will have the opportunity to hear:
• The Hampshire County Council story and optimisation through technologies.
• The next stage of progress – moving up the value chain.
• Expanding the customer base of the shared services centre – how to integrate new customers quickly.
Carolyn Williamson, Director of Corporate Services, Hampshire County Council & David Harker, Deloitte
Breakout 7: Eskom Holdings SOC – Moving beyond finance shared services
Eskom Holdings SOC (State Owned Company) generates, transmits and distributes electricity to industrial, mining, commercial,
agricultural and residential customers and redistributors. It generates approximately 95% of the electricity used in South Africa
and approximately 45% of the electricity used in Africa.
Its shared services organisation was established in 2011 with the following functional areas; viz Revenue Management, Finance,
Human Resources and Master Data Management. With an overall headcount of 800 people, Eskom Holdings SOC’s shared
services centre provides services through a centralised managed structure. It also manages a fleet of 18,000 vehicles: streamlining
vehicle procurement, improving maintenance and repairs, managing utilisation and reducing operational costs.
Rajen John will share:
• Eskom Holdings SOC’s journey in forming a shared services.
• The rationale for building a ‘hub & spoke’ model.
• How they successfully ‘moved up the value chain’ expanding their scope to non-traditional processes focusing on fleet
management.
Rajen John, Head of Shared Services Eskom Holdings SOC
Breakout 8: Driving productivity and business impact through analysis and synthesis
Progressive shared service centres are increasingly turning to analytics for ways of optimising their contribution to both financial
and business performance, by identifying and isolating the components that contribute to positive and negative productive time.
To do this, a holistic view of the way in which work is designed, executed and measured across end-to-end process lifecycles is
required. Through a combination of structured and unstructured data collection, economic modelling and dynamic visualisation,
areas of improvement opportunity and current performance blockages and high efficiency can be quickly identified and more
deeply understood. In this session, you will hear:
• How to link shared services centre activity to business impact.
• How to measure shared services centre productivity, and how to improve productivity thorough analysis and syntheses
(the foundations of design thinking).
• Case studies and the predictive productivity markers typically seen in shared service centre environments.
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12:10
Breakout 9: Sonae Sierra – A growth journey with a strong client focus
Sonae Sierra is a key player in shopping centre development, investment, management and provision of professional services
activities, operating in several countries in 3 continents. With an overall headcount of ~150 people, Sonae Sierra’s shared services
centre provides common and non-common back-office services through a central structure complemented with local backoffices. In this session, Sonae Sierra will share:
• Its shared service centre growth journey – how they expanded their customer base to entities outside of the group.
• How it has managed to increase their geographically footprint, whilst increasing the overall level of centralisation.
• How it managed to successfully achieve highly ambitious growth targets all the while embedding stronger customer focus –
improving efficiency and service levels as well as increasing customisation to meet different client needs.
Vitor Duarte, Corporate Controller, Sonae Sierra
Breakout 10: Panel – Shell and Syngenta Lessons Learned: Managing Processes and Continuous Improvement (CI)
Shell have been on a journey for over 10 years which has seen them develop their own shared service centres, Global Process
Owners, e2e process management and front line continuous improvement; Syngenta have undertaking a global, enterprise – wide
development of a continuous improvement culture including their GBS organisation. The Panel will focus on lessons learned on:
• Building a Continuous Improvement (CI) culture.
• Developing functional and end to end process ownership.
• Developing a system for managing performance end to end.
• How digital, innovation and agile are impacting these areas.
Panel to be chaired by Geoff Gibbons, Deloitte
Panel Patsy Harris Jones, Downstream IT Continuous Improvement Manager, Shell & Neil Shilling, Head of Quality & Operational
Excellence, Syngenta
Breakout 11: Establishing a strong foundation for cost efficient global payroll compliance and reputational risk
management
As companies seek to grow and expand into new geographies, ensuring that Payroll can adapt and remain operationally effective
is all important. Payroll functions are under pressure to take on more and do it for less. This session will explore:
• The assessment of your payroll operations to identify areas of key risk.
• How you identify areas for potential cost saving and improvement in relation to processes, people and technology.
• The effective management of payroll and maintaining employment tax compliance.
• In-house or outsource? That is the question. Is the answer a shared service centre?
Eira Jones & Daryl Knight, Deloitte
Discussion forum
Discussion 1: Next generation robotics – where will robotics go in the next 2- 5 years?
David Wright, Deloitte
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12:10 – 12:30
This Dashboard board maps time, effort and cost for finance staff across the whole of an entity against a 3 level finance activity
taxonomy allowing you to see how much is spent on different parts of the organisation, as well understanding how centralised the
delivery of the activity is (e.g. CoE vs SSC).
12:40 – 13:00
Pathfinder is an web-based assessment tool that spans 8 strategically important functional areas across an organisation. It provides
qualitative analysis based on question banks prepared by Deloitte SMEs, providing a focal point for interviews and discussions and
quantitative analysis through targeted benchmarking to identify areas of inefficiency compared to other global organisations. It
offers a flexible approach and rapid deliver at the beginning of an engagement to support prioritisation of initiatives.
13:00
Analytics demonstrations – during and lunch and networking
13:05 – 13:25
Process X-ray is analytics that examines end-to-end processes, allowing users to determine the exact juncture at which
inefficiency is generated. The demo will spotlight how efficiency gains can be found faster across all GBS and shared service
functional towers.
13:30 – 13:50
Machine learning: predictive intelligence to drive SSC insight
In this session, you will have the opportunity to see Watson Analytics in action, in the context of a SSC environment that is
looking to drive improvement in its service management effectiveness. We will also demo a multi-faceted analytics approach that
combines inputs from people, processes and technology with supply and demand econometrics to more accurately size your SSC.
13:55 – 14:15
CFO dashboard
CFO Management Reporting demonstration offers an illustrative KPI dashboard which depicts organisational performance
against strategic objectives; pricing analysis and improvement opportunities and asset efficiency and working capital
optimisation. The demo will be relevant to those looking to understand the CFO’s needs, aligning to them to move up the value
chain and realign KPIs and SSC metrics to better fuel performance at Exec level.
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14:15
Plenary 11: Solvay – Global Business Services, making the ‘owner’ model a global operating success
Solvay, a €10bn chemicals company, implemented a full owner Global Business Services model in 2013 – with all employees in
the Global Business Services organisation reporting operationally to the Global Business Services leader and the process owners
being nothing else than the corporate head of functions. While many organisations have struggled to implement this model fully,
Solvay is now reaping the benefits. During this session Guy Mercier will cover:
• Why the owner model was chosen over the landlord model and what the benefits have been.
• How it has managed to effect significant change from taking an ‘end to end’ process view.
• Why senior people were put into Global Process Owner roles and how they have made a difference.
• Why Lisbon has been chosen as a key location in its global footprint.
Guy Mercier, Executive Senior Vice President – Head of Global Services Strategy & Delivery, Solvay
14:50
Planey 12: Panel – Functional shared services, Global Business Services or aggressive BPO – which model works best,
when and why?
Over the two days of the conference we will have heard from organisations that have stayed with functional shared services,
organisations that have moved to a Global Business Services model and, in both cases, from organisations that have adopted BPO
to greater or lesser extents. In this final panel debate, with two of our industries most experienced shared services and Global
Business Services leaders, we will review the alternatives and debate some of the biggest and toughest questions including.
• Under what conditions should companies stay at functional shared services or move to Global Business Services?
• What are the “conditions for success” that are required for each model?
• To what extent does multi-sourcing impact each of the models, and what are the practical considerations to ensure an
integrated service delivery environment?
• How aggressive should companies be with RPA and/or cognitive technologies? Has this rapid automation technology sufficiently
matured to the extent that it can tactically affect structural and sourcing questions?
Panel to be chaired by Peter Moller, Deloitte
Panel Paul Nicolaisen, VP Global Business Services, & Simone Noordegraaf, VP Global Business Services Europe,
Akzo Nobel & Nick Prangnell, Deloitte
15:30
Close of conference – Coaches depart for airport
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Welcome02
Due to the popularity of site visits, this year we are dedicating a half a day to visiting shared services organisations in Lisbon. During the
site visits, you will have the opportunity to meet centre heads, and get ‘under the skin’ of what makes these centres truly successful.
About the sessions
04
Given the popularity of previous site visits, there is a posibility that we may need to limit attendance of one site visit series per individual
and organisation. We also permit employee participation to a maximum of one delegate pre company.
Conference planner
05
Detailed agenda
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This is an optional element of the programme. You will have the opportunity to select one of two options when you complete your online
registration and each option includes a visit to two sites, each of whom feature in the main programme.
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There is no cost for the site visits.
Conference sponsors
43
Registration for these site visits will close when the event is fully booked.
About the pre-conference site visits
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Welcome02
Site visit option 1: Nokia Siemens Networks &
3s Solvay Shared Services
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Nokia Siemens
is a multinational networking and
telecommunications company, leading a new
revolution in global connectivity. The Nokia
Siemens Networks shared service centre
employs approximately 700 full time staff,
with 20 languages spoken, delivering IT, F&A,
HR, Procurement & Logistics, Risk and Internal
Control. They operate across more than 200
countries on all 5 continents and have 16 centres
providing others services besides ssc, as ITO, BPO
and R&D.
Agenda items include; competition within the
group with other locations to increase the ssc
scope.
Solvay 3S
is the preferred e-services company promoting
change and driving business added value by
developing contractual shared services in Finance,
Human Resources and other key activities to
increase and sustain the competitiveness of all
entities of the new Solvay Group. The Solvay
3S shared service centre was implemented in
2005. It employs approximately 300 full time
staff, who are mostly young graduates. The ssc
delivers Finance, Procurement, HR & Information
Systems. They recently expanded activity to South
America and Asia and are recognised globally for
efficiency, performance management practices
and customer focus. The Solvay 3S shared service
centre pride themselves on their recruitment and
the training and development of their SBC staff.
Agenda items will include; Recruitment, training
& development of SBS staff, coordination model
between geographies, technical enablers and
Performance Management Scorecards.
Site visit option 2: eSPap and Sonae Sierra
Logistics
The Service Entity Partile hados Public
Administration, IP (eSPap)
is responsible for ensuring the development
and provision of shared services within the
public administration. The eSPap shared service
centre employs approximately 300 full time staff.
They deliver Finance, HR, Procurement, Fleet
Management, IT & PMO services and demonstrate
the best ssc practices across the public sector.
Agenda items include; Constraints faced by the
public sector to implement a ssc philosophy,
knowledge transfer between entities within the
public Sector and aspiration and targets of the
New Strategic Plan for 2015-2017.
The site visits will take place the day before the
conference on Tuesday 13 September. Therefore,
we recommend that you check your calendar and
book your travel prior to formally registering for
one of these site visit options.
Sonae Sierra
is a key player in shopping centre development,
investment, management and provision of
professional services activities, operating in
several countries in 3 continents and provides
services not owned by Soane Sierra. The
Soane Sierra shared service centre is a top
performer within Portuguese ssc’s and employs
approximately 150 full time staff. They deliver
Accounting, Treasury, Budgeting & Reporting
and Contract Management (core back office
processes). Agenda items will include; ssc
participation in core business processes
and serving clients outside the organisation,
significant growth in terms of clients and
geographies served and aggressive optimization
journey in the recent past, increasing the level of
centralisation.
You will be required to meet and register at the
Marriott Lisbon Hotel at 13:00 (local time) on
Tuesday 13 September. Transportation to and
from the Marriott Lisbon Hotel will be provided
and it is necessary to travel with the group. Each
visit will last for approximately 1.5 hours (not
including transportation time) and we anticipate
that you will return to the Marriott Lisbon Hotel by
approximately 17:00 (local time).
Once you have registered, you will be contacted
and provided with further information.
Tuesday 13 September
13:00 R
egistration at the Marriott Lisbon Hotel Travel and site visits x 2.
17:00 Return to the Marriott Lisbon Hotel.
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Main sponsor
Automation Anywhere is the global leader in delivering the most advanced, enterprise-grade,
cognitive Robotic Process Automation (RPA) platform capable of automating any business process. The
platform enables enterprises throughout the world to create digital workforces that manage and scale
business processes faster, with near-zero error rates, while dramatically reducing operational costs.
We believe that people who have more time to create, think, and discover build great companies. It’s
why we’ve dedicated more than a decade to providing the world’s best RPA technology to leading
financial services, BPO, healthcare, technology, and insurance companies – to name a few – across
more than 90 countries.
Our intelligent process robots transform the way businesses operate, delivering complex business and
IT work across a range of processes including procure-to-pay, quote-to-cash, HR administration, claims
processing, and thousands of other front and back office processes.
For more information, please visit www.automationanywhere.com.
BlackLine is a leading provider of Enhanced Finance Controls and Automation (EFCA) software and
the only one that offers a unified Cloud platform supporting the entire close-to-disclose process.
BlackLine’s EFCA Platform helps companies improve the accuracy and reliability of their financial
reporting, achieve process efficiencies and improve visibility into their Finance & Accounting (F&A)
operations. The platform enables customers to move beyond outdated processes and point solutions
to a ‘Continuous Accounting’ model. With Continuous Accounting, real-time automation, controls and
period-end tasks are embedded within day-to-day activities, allowing the rigid accounting calendar to
more closely mirror the broader business.
Through BlackLine’s Cloud analytics software, BlackLine Insights, CFOs access real-time data to
benchmark, analyze and improve the efficiency and performance of their F&A organisations. The
software utilises live, aggregated and anonymised data collected from BlackLine customers. More
than 125,000 users across 1,300 companies in approximately 100 countries depend upon BlackLine
to increase accountant productivity and elevate controls and compliance functions to Modern
Finance status.
For more information, please visit www.blackline.com.
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Blue Prism is the developer of scalable, enterprise-strength software robots which can be combined
into a Virtual Workforce of Digital Labour, the first administration alternative to human workers which
are capable of completing, rules-based processes more efficiently, accurately and securely. Formed
by process automation experts with offices in Manchester, London, Miami and Chicago, Blue Prism
has pioneered Robotic Process Automation (RPA) software that transforms business performance
and innovation by enhancing core business processes and enabling human employees to dedicate
more time to strategic, creative and customer-facing initiatives. The company’s technology is used
to automate back office tasks in sectors ranging from banking, telecoms, energy, BPO, government,
financial services, and healthcare sectors. Recent research conducted by London School of Economics
analysed 14 clients implementing RPA, 10 of which were Blue Prism clients, resulting in the book
Service Automation Robots and the Future of Work.
For more information, please visit www.blueprism.com I Twitter I LinkedIn
Colliers International Group Inc. (NASDAQ: CIGI; TSX: CIG) is a global leader in commercial real estate
services with more than 16,000 professionals operating from 554 offices in 66 countries. With an
enterprising culture and significant insider ownership, Colliers professionals provide a full range of
services to real estate occupiers, owners and investors worldwide. Services include brokerage, global
corporate solutions, investment sales and capital markets, project management and workplace
solutions, property and asset management, consulting, valuation and appraisal services, and
customized research and thought leadership. Colliers International has been ranked among the
top 100 outsourcing firms by the International Association of Outsourcing Professionals’ Global
Outsourcing for 10 consecutive years, more than any other real estate services firm. Colliers’ recent
distinction in Poland include the “Outsourcing Star”, given in recognition of its status as one of the
most active real estate advisors in the outsourcing sector.
For more information, please visit www.colliers.com.
Ranked 2nd in the CEE for ease of doing business by the Doing Business Report, Lithuania is perfectly
located at the heart of Europe, with world class ICT infrastructure and a qualified talent pool.
A growing number of global companies including Nasdaq, AIG, Western Union, Barclays and many
others have already chosen to establish and expand their operations in Lithuania. So, if you are
looking for an optimal investment destination, come and talk to us. Our team of expert advisors will
provide free of charge advice, contacts and data to help you make the right decision.
For more information, please visit www.investlithuania.com |Twitter | LinkedIn | Facebook
44
Contents
Conference sponsors
Welcome02
About the sessions
04
Conference planner
05
Detailed agenda
14
As globalisation and the speed of work makes the talent equation more and more complex,
outsourcing your recruitment and talent management to experts in strategic planning, talent mapping
and resource management is becoming an increasingly appealing solution. Randstad provides the
capability, expertise and vision to help you get 'talent ready' – with the best people, solutions and
technology to drive business impact, agility and success across the world.
Randstad Poland is an operating company of Randstad, the second largest HR services provider in the
world with global revenues of €17.25 billion. With 4,500 offices in 39 countries representing more than
90% of the global HR services market, Randstad employs 28,000+ corporate employees dedicated
to 'Shaping the world of work.' In the work that we do every day in the world of human resources, we
contribute to the communities where we live and work. We help people to shape great careers and
have a positive impact on their lives, and we connect companies with the best talent to drive business
growth and performance.
For more information, please visit www.randstad.co.uk.
41
Conference sponsors
43
Logistics47
Redwood Software was founded in 1993 with a single minded mission – to help organisations
eliminate the costs, risks and wasted time associated with manual tasks. We robotise all processes
within R2R, O2C, P2P and those within Human Capital and the Supply Chain. And we’re constantly
evolving the robots’ capabilities so they’re best equipped to improve process efficiencies across other
business areas.
We’re everywhere our customers are. With offices strategically located around the world, we’re best
equipped to provide global organisations with the state-of-the-art Enterprise Process Automation and
Robotic solutions they need, as and when required.
Today, more than 3,000 customers worldwide use Redwood’s solutions to automate their business
processes. No matter what the scale of your challenge, get in touch and let’s map out how to get your
organisation on the road to greater process efficiency and effectiveness.
For more information, please visit www.redwood.com.
45
Contents
Conference sponsors
Welcome02
About the sessions
04
Conference planner
05
Detailed agenda
14
Runbook delivers top-of-the-line financial solutions for companies running SAP. We give the world’s
largest corporations the tools they need to create and maintain successful shared service centres.
With the Runbook One™ Enhanced Financial Controls and Automation Platform, your company gains
a solution that automates, harmonises, and integrates the full record-to-report process across the
globe. Our solutions ensure that Shared Service Centers are optimized, running smoothly, and meet
their KPI goals. Runbook solutions, including SMART Close, TRUE Reconciliation, SAFE Controls, and
JOURNAL Entry, were named best-in-class by Gartner for companies running SAP because Runbook
embeds within the ERP system as well as within financial processes. Because Runbook is an embedded
solution, your system is always available and never off-line to refresh, ensuring that shared service
centres have one version of the truth, regardless of their regional location. Runbook delivers clear
financials for companies running SAP.
For more information, please visit www.runbook.com.
All your suppliers. All in one place.
41
Conference sponsors
43
Logistics47
Tradeshift is challenging the status quo of siloed software. We’re fighting for an open, connected way
of doing business. Our weapon of choice? A platform that empowers everyone in the trade process
and connects you to ALL your suppliers. Procurement, payables, supplier management. Radically
nimble and connected.
We help you transform the way you work with suppliers today – and adapt to whatever the future
brings with an open flexible app platform.
For more information, please visit www.tradeshift.com.
46
Contents
Logistics
Welcome02
Conference website
About the sessions
04
For further information and to register, visit www.deloitte.co.uk/sharedservicesconference
Conference dates
Wednesday 14 – Thursday 15 September 2016
Language
English
General information
The two-day conference and evening event, including refreshments, are free of charge to invited delegates.
Other costs such as travel, accommodation and general expenses are not included.
Conference planner
05
Detailed agenda
14
41
Conference sponsors
43
Registration
To register for the conference, visit www.deloitte.co.uk/sharedservicesconference and complete the online registration form.
Confirmation of your place will be received within 48 hours, provided you meet our delegate criteria. We recommend that you
refrain from booking your travel and accommodation until you have received the final confirmation from us.
Please note:
• We reserve the right to limit organisations to send a maximum of 3 employees to attend the conference.
• We reserve the right to refuse applications from companies who would be considered ‘vendors’ in this space.
• Registration will close when the event is fully booked. To avoid disappointment, early booking is recommended.
Accommodation
We have negotiated special conference rates with a number of hotels. Information about the hotels and special rates are available
through the official registration website: www.deloitte.co.uk/sharedservicesconference
Delegates are responsible for all accommodation costs and will need to provide credit card information to secure their room.
The cancellation policy for the hotels is available on the conference registration website.
Although great effort has been taken to negotiate the lowest room rates possible we cannot guarantee that these rates are the
lowest available and it is always wise to check online rates. We also only have a limited number of rooms at each hotel, so book
early to avoid disappointment.
Logistics47
Location & Transport
The venue of the conference – Centro de Congressos de Lisboa – is located in Praça das Industrias, near Junqueira.
The main international airport of Lisbon is the closest airport to this year’s conference, around a 20 minute taxi ride from the
conference venue.
Parking is available at most of the conference hotels at an additional cost. Please check the hotel websites for further details.
Transportation to/from the conference venue and the Deloitte-booked hotels will be provided at the start of each day and the close of day 1.
Return transportation to Lisbon airport will be available at the close of day 2. Places are limited and on a first-come-first-served basis.
Currency
The local currency is the Euro.
Attire
Casual business attire is recommended at the conference and evening event.
Weather
The average minimum temperature in Lisbon in September is 17⁰C and the average maximum temperature is 26⁰C.
Time zone
WEST (Western European Summer Time): GMT/UTC + 01:00 hour. Portugal is in the same time zone as London and Dublin and 1
hour behind CET and CEST.
Electricity
In Lisbon, sockets are designed according to the European standards (two-pin sockets) and they are supplied with 220/380 volts.
Appliances requiring American-type plugs must be used with adapter plugs.
47
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited (“DTTL”), a UK private company limited by
guarantee, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.co.uk/about for a detailed description of the legal structure of DTTL and its member firms.
Deloitte LLP is the United Kingdom member firm of DTTL.
This publication has been written in general terms and therefore cannot be relied on to cover specific situations;
application of the principles set out will depend upon the particular circumstances involved and we recommend
that you obtain professional advice before acting or refraining from acting on any of the contents of this publication.
Deloitte LLP would be pleased to advise readers on how to apply the principles set out in this publication to their
specific circumstances. Deloitte LLP accepts no duty of care or liability for any loss occasioned to any person acting
or refraining from action as a result of any material in this publication.
© 2016 Deloitte LLP. All rights reserved.
Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC303675
and its registered office at 2 New Street Square, London EC4A 3BZ, United Kingdom. Tel: +44 (0) 20 7936 3000 Fax:
+44 (0) 20 7583 1198.
Designed and produced by The Creative Studio at Deloitte, London. J5019

Deloitte Shared Services Conference 2016

Transcription

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