Your Future Starts Here Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016

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

Welcome 02 Invitation to the Annual Deloitte Shared Services, Global

About the sessions 04 Business Services and Business Process Outsourcing Conference 2016 Conference planner 05

Dear colleague Specific topics for discussion include: • Is this the age of Global Business Services? Is Global Business Detailed agenda 14 2006 was the year that this conference last visited the beautiful Services a stand-alone model or simply an evolution of shared city of Lisbon. Although just 10 years ago – the world in which we services? How do you set a course for success? now operate is very different. The digital age is truly upon us. It Pre-conference site visits 41 affects not only how we do business, but how we interact with one • Robotics – are we on the verge of a revolution? To what extent another and how we behave as consumers and employees. will robotics change the make-up of our future workforce?

Conference sponsors 43 While many businesses have started to adopt these digital • Social media, Mobility, Analytics and Cloud (SMAC) – have technologies, most shared services and Global Business Services applications in the workplace now caught up with applications on organisations have much work to do. Do you have a single ERP the street? Where should you invest? Logistics 47 platform, enhanced with process specific enabling technologies, robotic process automation and cognitive technology? Have • The war on talent – how do you attract and retain a globally you eliminated the need for manual intervention in transaction mobile workforce? What technologies do you need in your processing so that your colleagues can focus solely on analytics arsenal to get the most from the tech-savvy generation Y? and other value creating activities? If you can answer yes to these questions this conference is not for you – you are pretty much • Analytics – how do you extract and use ‘big data’? Where does done! But we have seen very few organisations that are anywhere the true value lie? What does this mean for the role and make up near this vision – despite the fact that these technologies are now of shared services centres? all available. • Continuous Improvement (CI) – what do we now recognise as These topics will form the basis of many of our discussions this being best practice and how can you push the boundaries in your year – steered by an expert panel of speakers from Deloitte and CI approach. What additional value can be unlocked this way? 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.

2 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents About the conference

Welcome 02 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 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 Conference planner 05 and shakers’ in the shared services and Global Business Services world at every stage of shared services maturity.

If you have time and budget to attend just one event a year – make this the one. It is a ‘must Detailed agenda 14 attend’ event for CFOs, Financial Controllers, heads and leads of shared services or Global Business Services organisations, BPO contract managers, CIOs and HR leaders.

Pre-conference site visits 41 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. Conference sponsors 43 Register your place today at: www.deloitte.co.uk/sharedservicesconference Logistics 47

Peter Moller Emma Lawson Miguel Eiras Antunes Conference Chair Conference Chair Host Country Lead

3 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents About the sessions

Welcome 02 A range of formats to engage you

About the sessions 04 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 Conference planner 05 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.

Detailed agenda 14 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 Pre-conference site visits 41 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.

Conference sponsors 43 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 Logistics 47 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.

4 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Conference planner

Welcome 02 The conference planner is designed to provide you with an overview of the agenda. Use it to navigate quickly and easily through the programme to select sessions that meet your needs.

About the sessions 04 For further information on the conference programme, please see the detailed agenda section.

Conference planner 05 Day 1 – 14 September Day 2 – 15 September

8:45 Plenary 1: Welcome and introduction to current market trends Peter Moller, Emma Lawson & Miguel Eiras Autune, Deloitte Detailed agenda 14 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 Pre-conference site visits 41 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? Conference sponsors 43 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 Logistics 47 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

5 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Conference planner

Welcome 02 Day 1 – 14 September Day 2 – 15 September

11:15 Breakout 4: Computacenter – War stories from the front line. The battle to retain talent in Budapest About the sessions 04 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 Conference planner 05 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, Detailed agenda 14 Deloitte Breakout 7: Transforming your Tax operating model James Tooley & Demian de Souza, Deloitte

Pre-conference site visits 41 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, Conference sponsors 43 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 & Logistics 47 Laurent Nowicki, Deloitte 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

6 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Conference planner

Welcome 02 Day 1 – 14 September Day 2 – 15 September

12:00 Transition to breakout sessions, discussion forums or analytics demonstrations About the sessions 04 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 05 Breakout 2: Shared services & Global Business Services feasibility Dorthe Harding Keilberg, Deloitte Breakout 3: BPO panel Detailed agenda 14 Panel to be chaired by Mark Craddock, Deloitte Breakout 4: Creating value through transforming the ‘retained’ function – enhanced business partnering to create a ‘Front Office Finance’ of the future Pre-conference site visits 41 David Anderson & Alice Stephen, 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 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 Logistics 47 Thomas Bo Jørgensen, Senior Project Manager Transformation OfficeDFDS , 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

7 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Conference planner

Welcome 02 Day 1 – 14 September Day 2 – 15 September

8 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Conference planner

Welcome 02 Day 1 – 14 September Day 2 – 15 September

14:50 Plenary 5: GE: Enabling Business Agility - building an 8,000+ strong multifunctional shared services organisation in 3 years About the sessions 04 Bjorn Bergabo, General Manager, GE Global Operations for Europe, Russia & CIS, GE 15:25 Refreshments and networking 15:55 Plenary 6: Lloyds Bank – Driving value in a shared services centre environment through robotics, analytics and a service Conference planner 05 excellence program Steve McKenna, Finance COO, Finance Business Services, Lloyds Bank 16:40 Plenary 7: Panel – Emerging Technologies Detailed agenda 14 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 Pre-conference site visits 41 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 Conference sponsors 43 the shuttle buses to transport you to the evening event from 18:45.

Logistics 47 “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

9 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Conference planner

Welcome 02 Day 1 – 14 September Day 2 – 15 September

8:45 Welcome to Day 2 About the sessions 04 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 Conference planner 05 9:25 Plenary 9: Business ecosystems come of age – Implications for business models and shared services Jacob Bruun-Jensen, Deloitte 10:05 Delegates wanting to attend plenary 10B will need to transition to a different room as plenary 10A and 10B run concurrently Detailed agenda 14 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 Pre-conference site visits 41 Brett Walsh, Global HC group and HR Transformation practice leader, Deloitte Breakout sessions 11:10 Breakout 1: Shared services/Global Business Services centre transition and migration planning Conference sponsors 43 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 Logistics 47 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

10 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Conference planner

Welcome 02 Day 1 – 14 September Day 2 – 15 September

11:10 Breakout 4: Leiden University – Continuous Improvement (CI) About the sessions 04 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, Conference planner 05 Voith & Hendrick Schmahl, Deloitte Breakout 6: UK – National Health Service: Going digital – NHS Shared Business Services Gary Connolly, e-Invoicing Manager, NHS SBS Detailed agenda 14 Breakout 7: Insight-driven shared services centres – unleashing the power of predictive intelligence and analytics Laurence Collins & Neera Mayor, Deloitte Breakout 8: Getting your BPO relationship and governance model right Pre-conference site visits 41 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 Conference sponsors 43 Henrik Ekstrom, Deloitte Discussion forums Discussion 1: Critical success factors in establishing shared services in the public sector Logistics 47 David Harker & Deborah Gregg, Deloitte Discussion 2: Making change effective – looking at people, culture and behavioural change Jayanth Poorna & Ben Appleby, Deloitte Analytics demonstrations – during breakout sessions and discussion forums 11:10 – 11:30 Driving purchasing effectiveness through analytics Colm Diamond & Patrick Foelck, Deloitte 11:40 – 12:00 Visual Decision XcceleratorTM (VDX) – ‘what if’ shared services/GBS scenarios assessment tool Richard Sarkissian, Deloitte

11 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Conference planner

Welcome 02 Day 1 – 14 September Day 2 – 15 September

12:00 Transition to breakout sessions, discussion forums or analytics demonstrations About the sessions 04 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 Breakout 2: Nike – European outsourcing transition Hannelore van der Vorst, Europe Controller, Nike Breakout 3: Meggitt – Implementing shared services and SAP Detailed agenda 14 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 Pre-conference site visits 41 Markus Hausheer, Location Strategy & Execution, Credit Suisse Breakout 5: KWS – Seeding the future Carsten Klapproth, Head of Global Services & Alex Gonzalez, KWS Conference sponsors 43 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 Logistics 47 Rajen John, Head of Shared Services, Eskom Holdings SOC Breakout 8: Driving productivity and business impact through analysis and synthesis Laurence Collins & Neera Mayor, Deloitte 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

12 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Conference planner

Welcome 02 Day 1 – 14 September Day 2 – 15 September

Discussion forum About the sessions 04 Discussion 1: Next generation robotics – where will robotics go in the next 2-5 years? David Wright, Deloitte Analytics demonstrations – during breakout sessions and discussion forums Conference planner 05 12:10 – 12:30 Organisation design using analytics Natalie Williams, Deloitte 12:40 – 13:00 Pathfinder – A benchmarking tool Detailed agenda 14 Alvee Britto & Jeff Wright,Deloitte 13:00 Lunch and networking Analytics demonstrations – during lunch and networking Pre-conference site visits 41 13:05 – 13:25 Process X-Ray – A tool to understand your actual business process Wilbert Pommerel, Deloitte 13:30 – 13:50 Machine learning: predictive intelligence to drive SSC insight Conference sponsors 43 Laurence Collins & Neera Mayor, Deloitte 13:55 – 14:15 CFO dashboard Orla Dunbar & Anthony Maher, Deloitte Logistics 47 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

13 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

8:45 Plenary 1: Welcome and introduction to current market trends About the sessions 04 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 Conference planner 05 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? Detailed agenda 14 • 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. Pre-conference site visits 41 • 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 Delegates wanting to attend plenary 3B will need to transition to a different room as plenary 3A and 3B run concurrently Conference sponsors 43 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: Logistics 47 • 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

14 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

10:45 Refreshments and networking About the sessions 04 Analytics demonstration – during refreshments and networking 10:50 – 11:10 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 Conference planner 05 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. Laurence Collins & Neera Mayor, Deloitte Detailed agenda 14 Breakout sessions 11:15 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 Pre-conference site visits 41 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? Conference sponsors 43 • 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 Logistics 47 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

15 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

11:15 Breakout 3: ISS – Developing a mature relationship with BPO providers: Maximising potential and adding strategic value About the sessions 04 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 Conference planner 05 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 Detailed agenda 14 value. • ISS’s transition to BPO – including achievements to date, challenges encountered and lessons learned. Lars Nordestgaard Nielsen, BPO Director, ISS Pre-conference site visits 41 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 Conference sponsors 43 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: Logistics 47 • 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

16 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

11:15 Breakout 5: Becoming an insight-driven organisation. The role of shared services and global business services in About the sessions 04 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 Conference planner 05 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 Detailed agenda 14 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’. Pre-conference site visits 41 • 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…? Conference sponsors 43 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 Logistics 47 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

17 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

11:15 Breakout 7: Transforming your Tax operating model About the sessions 04 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 Conference planner 05 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 Detailed agenda 14 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, Pre-conference site visits 41 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) Conference sponsors 43 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. Logistics 47 • 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

18 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

11:15 Discussion forum About the sessions 04 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 Conference planner 05 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 Detailed agenda 14 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. Orla Dunbar & Anthony Maher, Deloitte 11:40 – 12:00 Visual Decision Xccelerator™ (VDX) – ‘what if’ shared services/GBS scenarios assessment tool Pre-conference site visits 41 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 Conference sponsors 43 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. Richard Sarkissian, Deloitte Logistics 47

19 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

12:00 Transition to breakout sessions, discussion forums and analytics demonstrations About the sessions 04 Breakout sesssions 12:10 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) Conference planner 05 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 Detailed agenda 14 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. Pre-conference site visits 41 • 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 Conference sponsors 43 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 back- office 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. Logistics 47 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

20 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

12:10 Breakout 4: Creating value through transforming the ‘retained’ function – enhanced business partnering to create a About the sessions 04 ‘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 Conference planner 05 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 Detailed agenda 14 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 Pre-conference site visits 41 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. Conference sponsors 43 • 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 Logistics 47 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, multi- location 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

21 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

12:10 Breakout 6: ESPAP – Building a shared service organisation in the public sector About the sessions 04 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 Conference planner 05 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. Detailed agenda 14 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 Pre-conference site visits 41 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 Conference sponsors 43 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: Logistics 47 • 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 OfficeDFDS , Elias van Herwaarden, Val Popovici, Deloitte

22 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

12:10 Breakout 8: Delivering a globally compliant payroll solution About the sessions 04 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? Conference planner 05 • 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? Detailed agenda 14 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 Pre-conference site visits 41 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: Conference sponsors 43 • 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 Logistics 47

23 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

Discussion forums About the sessions 04 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 Conference planner 05 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? Detailed agenda 14 Jamie Davies, Finance Shared Services Manager, Computacenter, Emma Lawson & Ed Walker, Deloitte Analytics demonstrations – during breakout sessions and discussion forums 12:10 – 12:30 Process X-Ray – A tool to understand your actual business process Pre-conference site visits 41 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. Wilbert Pommerel, Deloitte Conference sponsors 43 12:40 – 13:00 Driving purchasing effectiveness through analytics 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. Logistics 47 Colm Diamond & Patrick Foelck, Deloitte 13:00 Lunch and networking Analytics demonstrations – during lunch and networking 13:10 – 13:30 Organisation design using analytics 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). Natalie Williams, Deloitte 13:40 – 14:00 Pathfinder – A benchmarking tool 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. Alvee Britto & Jeff Wright,Deloitte

24 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

14:15 Plenary 4: Deloitte tech trends 2016 About the sessions 04 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 Conference planner 05 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. Detailed agenda 14 • 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 Pre-conference site visits 41 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 Conference sponsors 43 • 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 Logistics 47 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 Refreshments and networking 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

25 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

16:40 Plenary 7: Panel – Emerging Technologies About the sessions 04 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 Conference planner 05 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? Detailed agenda 14 • 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? Pre-conference site visits 41 • 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 Conference sponsors 43 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 Logistics 47 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.

26 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Evening event

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

About the sessions 04 On arrival at the venue, you will be Alternatively, if you prefer to return to your welcomed by hundreds of candles and Deloitte booked hotel after day 1 of the warm lighting transforming this immense conference, shuttle buses will operate from Conference planner 05 venue into a setting with a truly intimate the CCL immediately after the close of day 1 atmosphere. As you socialise and enjoy until up to 18:30. The choice is yours! drinks with your peers you’ll be able to A shuttle bus service back to Deloitte Detailed agenda 14 mingle amongst the live cooking stations booked hotels at the end of the evening will and food stalls offering bites of the best that be available from 21:30 – 23:00. Portugal has to offer. Pre-conference site visits 41 Last year, the evening event was hugely popular – and this year promises to be Kais even bigger and better. If you want to come Located by the riverside docks, Kais, our away with a solid network of experts from Conference sponsors 43 location for the evening, is one of the attending the conference, the evening 17:30 Conference closes landmark features in the stretch, mid-way event is THE opportunity to build those between Cais do Sodre and Alcantara. It is relationships. Don’t forget to register for this Option 1: Drinks reception & Logistics 47 housed in an impressive late 19th century when you register for the conference. networking at the CCL warehouse, which was once used to (17:30 – 18:30) Getting there and back generate energy for the famous Portuguese 18:45 Coaches from the CCL to From 18:45 – 19:30 shuttle buses will be trams that still that transport people around Kais for the networking available from the Deloitte recommended the narrow streets of the capital today. dinner hotels to our evening venue: Kais. There's an industrial quality to the interior Alternatively – if you do not need to return Option 2: Return coaches to Deloitte of Kais, with the design drawing on the to your hotel room, you are invited to join booked hotels (17:30 – building's history and times gone by of the us for drinks and networking with the 18:00) city within which it proudly sits. Conference sponsors at the Centro de 18:45 – 19:30 Coaches from Deloitte Congressos de Lisboa (CCL) from 17:30. booked hotels to Kais for Or you can simply make yourself networking dinner comfortable at one of the many work stations and sheltered meeting spaces 19:00 – 23:00 Networking dinner at Kais available to you whilst you wait for the 21:30 – 23:00 Coaches depart back to shuttle buses which will transport you to the Deloitte hotels evening event from 18:45.

27 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

8:45 Welcome to Day 2 About the sessions 04 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 Conference planner 05 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. Detailed agenda 14 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 Pre-conference site visits 41 • 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 Conference sponsors 43 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 Logistics 47 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

28 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

10:05 Delegates wanting to attend plenary 10B will need to transition to a different room as plenary 10A and 10B run concurrently About the sessions 04 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 Conference planner 05 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? Detailed agenda 14 • 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 Pre-conference site visits 41 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 Conference sponsors 43 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. Logistics 47 • Examples of how organisations are stepping up to meet these challenges and opportunities. Brett Walsh, Global HC group & HR Transformation practice leader, Deloitte

29 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

Breakout sessions About the sessions 04 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 Conference planner 05 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 Detailed agenda 14 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 Pre-conference site visits 41 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 Conference sponsors 43 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. Logistics 47 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

30 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

11:10 Breakout 3: Building quality and consistency of service with well-applied contact centre operations. Practical tips for About the sessions 04 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 Conference planner 05 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 Detailed agenda 14 the workplace. • Considerations when building a robust and scalable contact centre. • Emerging trends, technologies and engagement tools. Pre-conference site visits 41 • 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 Conference sponsors 43 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 Logistics 47 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

31 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

11:10 Breakout 5: Voith – The impact of Cloud on HR process optimisation and the shared services operating model About the sessions 04 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 Conference planner 05 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. Detailed agenda 14 • 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, Pre-conference site visits 41 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 Conference sponsors 43 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 Logistics 47 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

32 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

11:10 Breakout 7: Insight-driven shared services centres – unleashing the power of predictive intelligence and analytics About the sessions 04 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 Conference planner 05 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? Detailed agenda 14 • 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. Pre-conference site visits 41 Laurence Collins & Neera Mayor, Deloitte 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 Conference sponsors 43 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?’ Logistics 47 • 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

33 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

11:10 Breakout 9: Internal controls – Service Centre controls and impact of Robotic Process Automation (RPA) About the sessions 04 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: Conference planner 05 • 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 Detailed agenda 14 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 Pre-conference site visits 41 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, Conference sponsors 43 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: Logistics 47 • 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

34 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

Analytics demonstrations About the sessions 04 11:10 – 11:30 Driving purchasing effectiveness through analytics 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. Conference planner 05 Colm Diamond & Patrick Foelck, Deloitte 11:40 – 12:00 Visual Decision Xccelerator™ (VDX) – ‘what if’ shared services/GBS scenarios assessment tool 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 Detailed agenda 14 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. Pre-conference site visits 41 Richard Sarkissian, Deloitte 12:00 Transition to breakout sessions, discussion forums and analytics demonstrations

Breakout sessions Conference sponsors 43 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 Logistics 47 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

35 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

12:10 Breakout 3: Meggitt – Implementing shared services and SAP About the sessions 04 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 Conference planner 05 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 Detailed agenda 14 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. Pre-conference site visits 41 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. Conference sponsors 43 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 Logistics 47 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

36 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

12:10 Breakout 6: Hampshire County Council – Moving up the value chain About the sessions 04 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. Conference planner 05 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. Detailed agenda 14 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, Pre-conference site visits 41 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 Conference sponsors 43 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: Logistics 47 • 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. Laurence Collins & Neera Mayor, Deloitte

37 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

12:10 Breakout 9: Sonae Sierra – A growth journey with a strong client focus About the sessions 04 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 back- offices. In this session, Sonae Sierra will share: Conference planner 05 • 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. Detailed agenda 14 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 Pre-conference site visits 41 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. Conference sponsors 43 • 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 Logistics 47 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

38 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

Analytics demonstrations – during breakout sessions and discussion forums About the sessions 04 12:10 – 12:30 Organisation design using analytics 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 Conference planner 05 delivery of the activity is (e.g. CoE vs SSC). Natalie Williams, Deloitte 12:40 – 13:00 Pathfinder – A benchmarking tool Pathfinder is an web-based assessment tool that spans 8 strategically important functional areas across an organisation. It provides Detailed agenda 14 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. Pre-conference site visits 41 Alvee Britto & Jeff Wright,Deloitte 13:00 Lunch and networking Analytics demonstrations – during and lunch and networking Conference sponsors 43 13:05 – 13:25 Process X-Ray – A tool to understand your actual business process 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. Logistics 47 Wilbert Pommerel, Deloitte 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. Laurence Collins & Neera Mayor, Deloitte 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. Orla Dunbar & Anthony Maher, Deloitte

39 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Detailed agenda

Welcome 02 Day 1 – 14 September Evening event – 14 September Day 2 – 15 September

14:15 Plenary 11: Solvay – Global Business Services, making the ‘owner’ model a global operating success About the sessions 04 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: Conference planner 05 • 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. Detailed agenda 14 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? Pre-conference site visits 41 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. Conference sponsors 43 • 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 Logistics 47 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

40 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Pre-conference site visits

Welcome 02 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.

Registration for these site visits will close when the event is fully booked. Conference planner 05 About the pre-conference site visits

Detailed agenda 14 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.

There is no cost for the site visits. Pre-conference site visits 41

Conference sponsors 43

Logistics 47

41 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Pre-conference site visits

Welcome 02 Site visit option 1: Nokia Siemens Networks & Site visit option 2: eSPap and Sonae Sierra Logistics 3s Solvay Shared Services The Service Entity Partile hados Public The site visits will take place the day before the Nokia Siemens Administration, IP (eSPap) conference on Tuesday 13 September. Therefore, is a multinational networking and is responsible for ensuring the development we recommend that you check your calendar and About the sessions 04 telecommunications company, leading a new and provision of shared services within the book your travel prior to formally registering for revolution in global connectivity. The Nokia public administration. The eSPap shared service one of these site visit options. Siemens Networks shared service centre centre employs approximately 300 full time staff. You will be required to meet and register at the employs approximately 700 full time staff, They deliver Finance, HR, Procurement, Fleet Conference planner 05 Marriott Lisbon Hotel at 13:00 (local time) on with 20 languages spoken, delivering IT, F&A, Management, IT & PMO services and demonstrate Tuesday 13 September. Transportation to and HR, Procurement & Logistics, Risk and Internal the best ssc practices across the public sector. from the Marriott Lisbon Hotel will be provided Control. They operate across more than 200 Agenda items include; Constraints faced by the and it is necessary to travel with the group. Each countries on all 5 continents and have 16 centres public sector to implement a ssc philosophy, Detailed agenda 14 visit will last for approximately 1.5 hours (not providing others services besides ssc, as ITO, BPO knowledge transfer between entities within the including transportation time) and we anticipate and R&D. public Sector and aspiration and targets of the that you will return to the Marriott Lisbon Hotel by New Strategic Plan for 2015-2017. Pre-conference site visits 41 Agenda items include; competition within the approximately 17:00 (local time). group with other locations to increase the ssc Sonae Sierra Once you have registered, you will be contacted scope. is a key player in shopping centre development, and provided with further information. investment, management and provision of Solvay 3S professional services activities, operating in Conference sponsors 43 is the preferred e-services company promoting several countries in 3 continents and provides change and driving business added value by services not owned by Soane Sierra. The developing contractual shared services in Finance, Soane Sierra shared service centre is a top Tuesday 13 September Human Resources and other key activities to Logistics 47 performer within Portuguese ssc’s and employs increase and sustain the competitiveness of all 13:00 Registration at the Marriott Lisbon approximately 150 full time staff. They deliver entities of the new Solvay Group. The Solvay Hotel Travel and site visits x 2. Accounting, Treasury, Budgeting & Reporting 3S shared service centre was implemented in and Contract Management (core back office 17:00 Return to the Marriott Lisbon Hotel. 2005. It employs approximately 300 full time processes). Agenda items will include; ssc staff, who are mostly young graduates. The ssc participation in core business processes delivers Finance, Procurement, HR & Information and serving clients outside the organisation, Systems. They recently expanded activity to South significant growth in terms of clients and America and Asia and are recognised globally for geographies served and aggressive optimization efficiency, performance management practices journey in the recent past, increasing the level of and customer focus. The Solvay 3S shared service centralisation. 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.

42 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Conference sponsors

Welcome 02 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 About the sessions 04 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 Conference planner 05 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 Detailed agenda 14 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. Pre-conference site visits 41 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 Conference sponsors 43 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 Logistics 47 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.

43 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Conference sponsors

Welcome 02 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 About the sessions 04 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 Conference planner 05 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. Detailed agenda 14 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 Pre-conference site visits 41 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 Conference sponsors 43 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 Logistics 47 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 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Conference sponsors

Welcome 02 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 About the sessions 04 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 Conference planner 05 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 Detailed agenda 14 growth and performance.

For more information, please visit www.randstad.co.uk.

Pre-conference site visits 41 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 Conference sponsors 43 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 Logistics 47 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 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Conference sponsors

Welcome 02 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 About the sessions 04 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 Conference planner 05 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.

Detailed agenda 14 For more information, please visit www.runbook.com.

All your suppliers. All in one place. Pre-conference site visits 41 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. Conference sponsors 43 We help you transform the way you work with suppliers today – and adapt to whatever the future brings with an open flexible app platform. Logistics 47 For more information, please visit www.tradeshift.com.

46 Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016 Contents Logistics

Welcome 02 Conference website For further information and to register, visit www.deloitte.co.uk/sharedservicesconference Conference dates Wednesday 14 – Thursday 15 September 2016 Language English About the sessions 04 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 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.

Detailed agenda 14 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. Pre-conference site visits 41 • 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 Conference sponsors 43 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 Logistics 47 early to avoid disappointment. 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.

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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.

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