“Time out of the office is always hard to justify, but if there’s one date a year I put in my calendar it’s SSO Week. It’s the people and ideas that you can’t put a price on… I have a job to do and attending helps me do exactly that” Neil Padley, Director Shared Services, Echo Entertainment 15th
The Next Level of Value: Driving Competitive Advantage & Strategic Business Growth
Propelling Strategic Business Growth UNRIVALLED NETWORKING: SSON's BIG IDEAS 2012: 450+ Attendees (70% buy side) Embracing Global Business Services Sometimes we all 65+ Speakers (50% brand new) need to be inspired. Harnessing Big Data Strategies 40+ Conference sessions 5 eye opening 30%+ C-Suite attendees Examining Workforce Transformation perspectives on life and business 5 Big ideas that might make you look at Using Technology As An SSO Enabler 1 Shared Services Week! things a little differently. Attracting Talent & Improving SSO Branding
Discovering SSO’s Role In Risk Management 16 - 19 April, 2012 Melbourne Conference & Exhibition Centre www.sharedservicesweek.com.au
Lead Partner Associate Lead Partner Conference Partners Associate Partners
Event Partners Exhibitors Monday 16th April Warm-Up Workshops 09.00 – 12.30
Make the most of your SSO Week experience and join us for our Warm Up Workshops as well as specialist roundtables for Higher Education, CFOs and CIOs....
WORKSHOP A: WORKSHOP B: WORKSHOP C: WORKSHOP D: WORKSHOP E: Shared Services 101 – B Is For Benefits Realisation – Benchmarking: The Road To Make That Change: A 360 Creating A Service Delivery Embarking On The Journey Delivering On Business Case Becoming Best In Class Degree View Of Change Framework Which Underpins Promises Management Excellence In Customer Service With business transformation remaining 65% of SSO Week 2011 attendees As more and more Australasian Working it’s threads through every Excellent customer service is the a high priority on board room agendas told us they were not on track with companies move to a shared service layer of the shared services journey, nucleus of any business and shared across the region, more and more their benefits realisation plan. When it or outsourced environment to facilitate change management continues to services is no different. After the savings companies are looking to efficient back comes to shared services, a major part their growth strategies, the need for present challenges both at SSO staff have been realised, service is the critical offices as a means to achieve more of the big picture is that SSOs deliver ‘best practice’ rings louder than ever. and business stakeholder levels. In success factor – the maker or breaker - bang for shareholders’ bucks. But in an real dollar savings and efficiencies to With initial payback or ROI achieved, Deloitte’s recent global shared services for any SSO, be it captive or outsourced. industry where planning is everything, improve both cash flow and processing continuous improvement will lead study, 59% of respondents felt that a Yet often, SSO Delivery Frameworks are where do you start? Although there is no for the business. The theory is clear the way to maintaining and achieving better grasp of change management not geared to promote truly exceptional cookie-cutter template for guaranteed – but what about the practice? True additional costsavings and other value- needs would have resulted in a more customer service. After all, there is implementation success, there are clear benefits realisation continues to elude added improvements in your SSO: successful venture. So what is the always room for improvement: lessons learnt for those just starting out many within the shared services and Drawing comparisons with local winning formula when it comes to Defining the correct service charter on their SS expedition: outsourcing industry. We talk rolling out competitors and world class cases change management? Does one even and service catalogues for ensured benefits realisation initiatives in terms exist? Forming and communicating a Using benchmarking for more delivery robust business case OR of strategy, structure, successes and OR OR Conducting a change assessment OR stumbling blocks: tangible performance optimisation Managing customer relations in every Implementing a growth orientated discussions with the business before you start corner of your SSO governance structure Analysing some of the most common Does fast equal furious? When problems encountered Identifying promising areas for Moving from a cost centre to profit Developing a detailed roadmap and business process engineering communicating change, speed is of centre model Dealing with the theories and fallacies paramount importance navigating typical challenges initiatives Moving from a master/slave hidden in that all-important business Stay In Style: Ensuring you Approaching the insource/outsource case Using discoveries to build a relationship to true partnering to breed and onshore/offshore debates compelling business case for change communicate in a way that resonates further customer satisfaction Developing an adequate benefits with your company culture Dealing with cultural integration of classification Prioritising business process Impr oving your issue resolution both internal and external staff improvement initiatives, both short Considering all axis of change techniques and managing demands How to manage risk-to-realisation and long term (people, process and technology) – Tips on branding and positioning Managing an SSO start up and amongst your key stakeholders avoiding common pitfalls Identifying opportunities to better Developing an harmonious strategy your SSO Towards a conclusive approach - align with the business for a long term change program Chris Papadopolous, actual realisation Joseph Soalheira, Director, Corr ectly identifying areas for Sandeep Chitale, Shared Services Specialist Collaborative Insights Sam Austrin-Miner, additional investment in your SSO Head of Business Services, CEO, Consulting Dr. Martin Fahy, Practice Leader APAC,
www.sharedservicesweek.com.au T +61 2 9229 1000 E [email protected] 2 The CFO & CIO Forums are strictly Please invitation-only events for CFOs & CIOs Note: from leading public and private sector organisations. All registrants must meet the required selection criteria Monday 16th April Brand New Focus Groups (please contact SSON for more details) 09.00 – 12.30 Focus Group A Focus Group B Focus Group C Shared Closed Door Cio Forum Closed Door CFO Forum Services According to an annual survey of IT budgets and The position of the CFO has dramatically evolved technology trends by the Society of Information to become the linchpin of a successful, sustainable In Higher Management (SIM) companies aren’t cutting IT business. spend. Last year, 65% of the firms responding to The CFO role is now, more than ever, seen as a stepping Education this survey said their budgets would be equal or stone to becoming CEO so CFOs must have the greater to the previous year. That increased to 83% this year, and 85% of Between faculty structure and liberalist views, it leadership skills and blue sky vision to drive true transformation through every the respondents said next year’s budgets would be equal or bigger moving facet of the business. This private, themed roundtable discussion allows CFOs to is safe to say that institutes of higher education forwards. That makes CIOs a very important part of business strategy. The certainly have their own unique set of issues. In share common issues and strategies openly with their peers, from capital raising growing role of technology in today’s commercial environment has ensured to risk management; succession planning to shared services: response to popular demand, SSO Week 2012 that CIOs hold a pivotal position at the boardroom table. Holding the reigns to is giving universities and colleges the chance to the equipment and strategy which acts as the foundation to business growth, Devising strategies to navigate through turbulent times come together to share best practices within their CIOs are faced with their own unique set of problems in ground previously Maintaining your EPS levels and acquiring funding own landscape and to learn from one another how un-trodden. Moving from holding the purse strings to pursuing business strategy to overcome issues such as: The reimagined IT vision and solidifying IT’s value proposition to the Who will be the new face of finance? alentT management and the next Dealing with independent and reluctant business generation of leaders faculties OR The convergence of IT and OT and its impact on Big Data and Real Time OR Financial flexibility: Increasing working capital and accelerating cash flow Cr eating an alternative to a mandated move to decision making shared services Mer gers, acquisitions, consolidation and integration Shifting the emphasis from stagnant automation and standardisation to Instilling a holistic risk and compliance culture and streamlining reporting Amalgamating multiple legacy systems and resilient process excellence approaching the cloud Finance Transformation and the road ahead The CIOs role in guiding business strategy and enablement Talent attraction and harnessing student ability Managing multiple stakeholders and conflicting demands on your time Becoming socially enabled means – transitioning to the new Fr ont office integration and student communication environment James Hatherley, CFO, Australian Air Express administration Generating revenue: A new and central component of IT’s mission Peter Fredricson, CFO, APA Group Led by higher education shared services practitioners, this Focus Group discussion allows Incorporating change management into project planning and execution Gary Dickson, CFO, AXA you to tackle your specific issues head on. Diagnosing and improving benefits realisation capability in IT business Andrew Stannard, CFO APAC, Alliance Bernstein process management Rob Miller, Manager HR SS, Victoria University Philip Prior, CFO, Department of Defence of Wellington Integration of BI, data and event management and advanced visualisation Richard Goldman, former CFO IT, Macquarie Bank within processes Paul Healey, Executive Director, Financial Services Division, Deakin University Managing time, multiple stakeholders and external vendor relationships Wayne Stokes, CFO, Carnival Australia Michael Harte, CIO, Commonwealth Bank David Coulter, CFO, IOOF Holdings Krist Davood, CIO, Schiavello Group Jason Monaco, Senior Finance Director - South Asia, Kimberly-Clark Greg Stone, CTO A/NZ, Microsoft Jim O'Shea, CFO, Foundation for Alcohol Research and Education
Join your industry peers for this unique learning experience, and witness first- September 2011. The site also comprises HR Services, Procurement to Payment SITE VISIT @ MMG hand new and practical approaches to Shared Services – the how’s, where’s, Services and Property Services. who’s and why’s behind one of Australia’s leading companies – Minerals & Metals You will be guided through MMG’s SSO, where you will join the team for a tour of Thursday 19th April Group (MMG). their centre as they share ideas and experiences on topics such as business unit MMG has 3 centres globally housing over 100 FTEs. MMG’s Melbourne SSO is support, slashing processing times, ERP integration, change management and the 10.00 - 14.00 led by Mick Myers, who since 2009 has managed the successful migration of site move to Global Business Services. All catering and transportation will be provided accounting to build the Financial Shared Services team within MMG’s Shared Mick Myers, General Manager Shared Services, MMG by SSON. Business Services, before assuming the role of General Manager of the SSO in
www.sharedservicesweek.com.au T +61 2 9229 1000 E [email protected] 3 Monday 16th April From 12.00 (Exhibition Hall Opens 11.00) Main Conference, Day One 16.10 15.40 15.10 14.20 13.50 13.10 12.00 16.50 14.40 13.00
SSON’S BIGIDEA NUMBERTWO… Thomai V Jason Monaco,Senior FinanceDir Ann Y how theindustrycontinuestodevelopandwhere SSOsare headinginthefuture. Befirsttohearthetrends! engagements worldwide,TheHackettGroup willdrawoutfrom thedatakeythemesemerging inShared Services, shareholder returns.Utilisingbestpracticesandimplementation insightsfrom more than4,000benchmarking drive changesintheorganisation thatwillenduceprofit growth andthecorresponding free cashflowthatdrive of theworld’s leadingcompaniesare seizingthemomentandusingurgency created byeconomicvolatilityto free cashflow. However, ratherthanviewingthecurrentassomethingtoonly"rideout,"some economicdownturn fromagile21stcenturygo-getters? changing businesses,whatcanwelearn thesemodern, oftheplayersinindustry.” asabenchmarktoalltherest managed toachieveserve Withfastpaced,ever- theteamshave almost 100countries;coversmultipleprocesses;andisbasedonaclearvision.Theresult Best Matured Outsourced ServiceDeliveryAwardspanstheglobe,touching delivery in2010:“Theirservices integral partofthecompanyasadrivercompetitiveadvantage.Inwords ofthejudgesSSON’s USA business withinthenewnormalofshared services,post“revolution”. areputation TheSSOhasearned asan movers andshakersastheyshare theirapproach tobalancingtheneedsofaconstantlyevolving,dynamic organic andinorganic growth opportunitiesinAsiaPacificandbeyond.Joinoneoftheworld’s leadinghi-tech strategically alignedbackoffices are beingfurtherleaneduponbybusinesses ready totakeadvantageof W shared services,providing youwithunrivalledretrospective analysis toapplyyourownjourney. to share theapproaches theytooktocollaboration,costcontrol andcontinued value-addwhenimplementingtheir sustainable longtermdividendstoboth stakeholdersandshareholders? We bringallC-Suitestakeholderstogether services -afterthefirstwavesofsavings where elsecanyousavemoneyand resources? Howcanyou really deliver as thecorrect pathtoreducing costs.Businessimprovement ofshared andstrategicthinking isacornerstone have uncovered thatC-suite attitudeshavecomefullcircle toseemanycompaniesseeing increased ITinvestment addition totheprogram. Economic volatilitynormallyequatestoweakercustomerdemand,lowermar EXCLUSIVE RELEASE:THEGLOBALBUSINESSSER SSON’S BIGIDEANUMBERONE… Gr As Australasiacontinuestomaintainapositionofr J Donal Graham,Partner C Natalie Williams,Pr SSON O Registration Opens After Doug Spence,ChiefNetworkingOf Session 1:“PuttingFunintotheFundamentalsofNetworking” Witness r BRAND NEWSTRUCTUREDONE-TO-ONENETWORKING Dr www.sharedservicesweek.com.au T +61 29229 1000 E [email protected] oin hairman ider . MartinFahy, PracticeLeaderAPAC, TheHackettGroup eg Stone,ChiefTechnology Officer A/NZ,Microsoft noon Tea andNetworking T eager, CorporateHRDirector, ALSGroup (USA) he B pening evolutionary tacticsandexercises designedtogettheentire crowd interactinginthisbrandnew usiness eginis, ChiefProcurement Officer, NAB H ’ i s -T O ech pening ? R ogram Director APAC, SSON evolution , Deloitte R emarks Recent r all C- past seen as key to reducing operating costs, lessons learnt over the last 5 years past seenaskeytoreducingoverthelast5 years operatingcosts,lessonslearnt the SocietyofInformationManagement(SIM),whereas ITcostreduction wasinthe For example,according toanannualsurveyofITbudgetsandtechnologytrends by weaknesses ofthecore business.Andthebenefitsofhindsightcanbeinvaluable. different functionalpillars,aswellaninherent understandingofthestrengths and services successrequires theSSOchampiontohave a360degree viewofthe services bytheC-Suite–ifdonecorrectly. Butthebigquestionishow!Shared suite
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4 7.45 Coffee & Registration structures and approaches to match the new economic normal. • Unraveling public perception and the added complexities of PR challenges to minimise the burden on strategic Breakfast networking decision making. At SSO Week, we make getting up early easy! Join us bright and early for breakfast and kick start the day by Russell Ives, Director, Global Process Services, IBM Australia & New Zealand swapping business cards, solving problems and winning prizes! Martin Conboy, Editor, The Sauce 8.45 Chairman’s Opening Day Two 10.05 T he negotiator: achieving true business partnering through Donal Graham, Partner, Deloitte gain-sharing outsourcing 8.50 E conomist insights: shared services’ role in australasian economic stimulation Win-win contracts between the buy and sell side are much heralded but not always achieved. If partnerships are to continue to improve and deliver then agreements must With just 20 million people spread over nearly 3 million square miles, it is easy to see why Australia’s become more innovatively structured for mutual benefit. Both parties need to put skin in rural communities need additional economic stimulation. The question is how can this be played into the the game to realise the benefits and SSOs must learn to take ownership of their vendor shared services piece? Can SSOs across Australia combine their goals of low cost labour and desirable relations if they are to progress to the next level of outsourcing delivery: location with transitional workforce strategy and the talent required to provide both transactional • Establishing shared goals and mutual understanding from the beginning to ensure true business partnering and high value services? With Sydney ranking 4th and Melbourne 6th on the list of the world’s most • Ensuring contracts don’t detract from client/provider relations yet performance standards remain high expensive cities, is it time to look outside our own backyard for cost optimisation solutions? One of • Taking an equal share of the risk and rewards through balanced negotiations Australia’s leading demographers and economists takes to the stage to explore what could be in store for onshore centres, and if shared services really can make a difference to the nation’s economic stability. • Third time lucky? The difference in creating a sourcing strategy the second or third time around and lessons learned • Pay As You Go BPO – Will BPaaS revolutionise interactions with the sell side? Professor Ian Harper, Partner, Deloitte Access Economics • Verticalisation: the benefits of industry specialisation when it comes to outsourcing 9.20 sson’s big idea number three… • Continuing to enlist vendor expertise and draw out value long after the contract has been signed Asheesh Mehra, Head of BPO, Asia Pacific, Japan and Middle East, Infosys 9.35 TALKING ‘BOUT A REVOLUTION: WHAT THE NEW ECONOMIC NORMAL MEANS FOR YOUR SS&O STRATEGY Thomai Veginis, Chief Procurement Officer, NAB Global economic volatility. There is no doubt the new normal is here, and it’s here to stay. Yet, Australasia is facing a markedly different challenge to our European and American cousins. Our focus is harnessing strong performance 10.35 BRAND NEW: STRUCTURED ONE-TO-ONE NETWORKING Main Conference, Day Two to increase the global footprint of our businesses and to ultimately achieve sustainable growth both in Asia Pacific Our Chief Networking Officer Doug Spence will teach you mind-sets and methodologies to create superior and beyond. The question remains whether SS&O provides the solid foundation from which core businesses can relationships amongst your Networking community. springboard into multiple jurisdictions and into the Fortune 500. What do we need to do to realise these goals? Join Session 2: “Working Smarter Not Harder To Optimise Your Networking Opportunities” in the debate asking the question of 'Why outsourcing?’: Doug Spence, Chief Networking Officer, SSON • Providing an insight into what challenges lie ahead and what attitudes play hindrance to Australasian businesses looking to capitalise on this era of opportunity 11.05 Morning Tea • Are we at a turning point for BPO? Hear how some of Australasia’s largest organisations are changing their 11.30 Streamed sessions begin
A: PROCUREMENT TRANSFORMATION B: FINANCE TRANSFORMATION C: HR TRANSFORMATION D: PUBLIC SECTOR TRANSFORMATION E: ICT TRANSFORMATION
More than simply savings: balancing Do the maths! making tax less taxing MAXIMISING THE POTENTIAL OF YOUR BRAND AWARENESS: MANAGING YOUR I.T’s role in migrating to event-led budgets with business unit needs AND more rewarding HUMAN CAPITAL ACROSS MULTIPLE SSO’s INTERNAL & EXTERNAL IMAGE decision making: leveraging your Tuesday 17th April Tuesday In order to win the support of business units, the Granted, taxation has never been the sexiest JURISDICTIONS Have you ever wished for policy makers to be mdm & erp to achieve enterprise sourcing and procurement functions can’t simply of considerations but SSOs need to take Human capital and the race for the best more supportive, shared services sentiments to information management focus on value for money – customer satisfaction a proactive approach to its incorporation, people is hotter than ever as the skills shortage align or agency turf wars to be over? Of course Gartner predicts that by 2015, 40% of the and understanding the needs of the business particularly as the likes of SoX and Dodd Frank continues to grip Australasia. So what should you have! Perhaps if people better understood world’s smartphone users will opt in to context units are of paramount importance when it comes further impact our shores. As one of the only you be doing to ensure your SSO stays ahead the capabilities and scope of shared services service providers that track their activities. to a healthy procurement offering. outsourced and offshored tax models in the of the curve? then support for the SSO’s mission might be So how does that fit into the shared services Balancing business unit needs with savings world, Ford’s Director of Tax joins us from the Ensuring you have the right people in the right more forthcoming. We discuss the importance jigsaw? The importance of data and its role in
11.30 Streams By Function 11.30 Streams for true strategic alignment USA to discuss how they overcame the internal place and working to their optimum potential of pre and post implementation marketing and how SSOs can supply the next wave of value Centralising procurement planning across fear factor to deliver top notch tax services in communication to both internal and external and facilitate strategic business decisions is a multiple business units their SSO. Gaining full visibility of your employees around customers. key theme emerging in SS&O. What role can IT Introducing a collaborative, service-orientated Aligning shoring tax considerations with the world to ensure you achieve the ‘best fit’ play in facilitating extended contributions and for skills and wages Facilitating a smoother transition to a culture global tax strategy successful shared services environment context-aware computing? Procurement as a change management Succeeding in an immediate transition Integrating risk and compliance management Assessing progress made with MDM & ERP instigator environment into your human capital strategy Why is the SSOs’ image so important for and how this can best feed into your future ongoing change management? Using business liaisons and account Implementing and strengthening compliance Reacting to additional regulation and EIM strategy managers to build strong relationships and governance structures increasingly active unions whilst maintain your How can these strategies be intertwined for Sweating existing technology assets to ensure Harnessing automation technology and Legal, funding and incentive considerations SSO’s stability better results? return on IT spend is maximized devising processes to ensure spend for your SSO Considering the new revolution of software ‘buses’ Kylie Baullo, Senior Director - Operations, Stewart Baillie, Shared Services Director, management plan efficiency Bringing tax tasks under the SSO banner New Zealand Defence Force and how to incorporate that into future operations Working together with the business units to Over coming the talent and culture concerns ADP Clearly defining the business case and needs drive innovation Reducing employee turnover and improving Dale Clarke, Assistant General Manager HR for EIM investment to all stakeholders Don’t reinvent the wheel – best practices and relations Services, Department of Education & Early Can IT develop analytics that enable and track Childhood Development lessons learned Dell Mekolon, Director of Tax, Ford (USA) collaborative decision making from mobile devices? Lowell Millburn, National Manager Nigel Wilkinson, CEO, Health Benefits Ltd Greg Stone, Chief Technology Officer A/NZ, Procurement & Logistics, OceanaGold Microsoft
www.sharedservicesweek.com.au T +61 2 9229 1000 E [email protected] 5 Tuesday 17th April Main Conference, Day Two
12.45 12.10 13.15 ServiceFirst Jennifer Palmer, Director Program Delivery, sofar,her journey including: graduate willshare practicaltipsandtrickson Director ofProgram DeliveryandSSOPro procurement improvements, ServiceFirst’s Having recently savedover$400,000on IMPROVEMENTS REAL SAVINGS FROMPROCUREMENT TOP TIPS&TAKEAWAYS: GAINING Commercial Cards, Mastercard Grant Johnstone,VicePresident going toachievebenefits realisation: paramount importantifyourprocurement SSOis business whilstcontinuingtoderivesavingsisof which paymentmethodssuittheneedsofyour the primaryrole ofProcurement. Reassessing Value formoneyandsmartspendingisofcourse FACETED PROCUREMENTSTRATEGY DON’T PAY TOPLAY: CREATING AMULTI-
:POUEETTASOMTO B:FINANCETRANSFORMATION A: PROCUREMENTTRANSFORMATION through improved communicationmethods Embedding aculturalchangepr gauge improvements Initiating performancer well-rounded viewofprogress Intr vendors to ensure more effective cooperationwith Reviewing contractnegotiationpr processesinternal the SSO’s contributiontoreporting and Pr control tomeetincreased demands Intr support fortheProcurement SSO customers towinfurtherbusinessbuyinand Delivering aneasytousesystemfor approach topayments Enhancing pr procurement model supplier payments–creating atailored Assessing thebenefitsofusingcar can anddon’t overcomplicatetheproject profile andsourcing maturity–startwhere you Understanding youror oviding transparency ofdatatofeedinto oducing benchmarking initiatives for a oducing benchmarkinginitiativesfora oducing anewlevelofcomplianceand www.sharedservicesweek.com.au T +61 29229 1000 E [email protected]
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David Dowling,Founder, DowlingConsulting deliver “demonstrablevalue.” “Pay-as-you-go” operatingenvironment and Capex procurement procedures toanOpexor required policyshiftstofacilitatethemovefrom outline current policyweaknessesandsuggest and fieldexperience,DowlingConsultingwill best deliveragainstit.Basedonrecent research understand whatthisreally meansandhowto the Cloud.However, manyare strugglingto for publicsectororganisations considering value formoney”seemstobethekeydriver and substantialcostsavings.“Demonstrable greater flexibility, more accessibleservices Cloud basedtechnologyoffers government WHAT HAPPENSNEXT? MEETS THECLOUD… GOVERNMENT PROCUREMENTPOLICY Ontario Shared Services(Canada) Lois Bain,AssociateDeputyMinister, transformation. how theyare takingtheleadinpublicsector ofthelast15yearsandreveal and learnings Strategy. OntarioSSOshare theirexperiences political position.EntertheCitizen-Centric the dotsbetweenperfectprocesses and roll outsanddeliverybutcanactuallyjoin picture; whichnotonlyassistsinsuccessful thattherehave learnt isawidervision;bigger best-practice publicsectorshared services However, thosespear-heading thecharge into in today’s economy, takescentre stage. on costreduction –afactorwhich,especially public sectorisdrivenbyastrategyfocused The integrationofshared servicesintothe CITIZEN-CENTRIC SHAREDSERVICES INTERNATIONAL KEYNOTE:CREATING D: PUBLICSECTORTRANSFORMATION S Management Services John Bligh,CEO&Founder, Outsourcing collaboration debate. itself aswelltheSSOanddrilldowninto needs lookingfrom bothwithinthebusiness that youwillasktherightquestionsforyour used aswellensure youwalkawayknowing business. We drilldownintothevariousmodels for thesystemstogrow withtheneedsof best ROI,butwillallowtheflexibility required establish whichstructure willnotonlydeliverthe Augmentation), itisoftendifficult forSSOsto Services toTie&Run;BestofBreed toIn-Tech of IToutsourcing available(from Platform Management (SIM).Butwithsomanytypes technology trends bytheSocietyofInformation to anannualsurveyofITbudgetsand for someaspectoftheirbusiness,according processes that65%ofbusinessesnowdoit Outsour different Lion Nathan Alistair Lloyd,Shared ServicesDirector, for mutualbenefit. testers were workinginharmonywithendusers ensure theirITselectors,process designersand collaborated withtheirBUstakeholdersto support, oneITSSOtellshowtheyeffectively with avarietyofenvironments ITwillneedto platform comingtoanendandbeingreplaced PC dominancewithWindowsasthesingle to enablestrategicpartnering.Withtheeraof a completeunderstandingofbusinessneeds generation, itisimportantthatITSSOshave role incustomerserviceandrevenue However, withtechnologyplayingaprimary accused ofbeingpoorcommunicators. T business i . echnology departments have long been echnology departmentshavelongbeen t eeing
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14.05 G6 visionaries 2012: global sourcing think tank (anz chapter) G6 remains your one chance each year to vote in your chosen top vendor individuals, and pose in public the questions you REALLY want answered. This time there’s a twist. The “Buyside” community is well and truly in the driving seat. Biting back harder than ever before, G6 2012 has your PRACTITIONER peers moderating the session live. There’s no script, no rehearsal, nowhere to hide. Have you voted yet? www.sharedservicesweek.com.au/g6
A: PHASE ONE – PLANNING C: PHASE THREE – D: PHASE FOUR -INNOVATIONS & EXECUTIVE B: PHASE TWO – STABILISING & STREAMLINING & LAUNCHING TRANSFORMATION & EFFECTIVENESS XCHANGE FORUM
Launch pad: building a solid foundation to Good governance: providing the means to an Capitlising on cloud computing capabilities: The next wave of value: implementing global propel your shared services journey end-to-end vision Still touted as a game-changing technology, yet commonly business services Shared services has come a long way in the last two Although many governance structures are often put in place misunderstood by many, cloud computing continues to be Sitting high on the priority list is the task of mapping the decades. Those only beginning their journey now have the in the planning and launching stage of shared services, a hot topic. But what are the primary issues to consider? move towards structuring and delivering global business benefit of gleaning the knowledge of those who have gone recent research shows that revisiting your governance Going forward, SSOs will be concerned with developing services with the goal of achieving top quartile performance before, in all facets of implementing the shared services mandate to ensure it works in harmony with your operating hybrid private/public clouds, improving security and within the next 3-5 years. What impact and benefits can plan. Having led projects such as centralising payroll for structure could save you many future headaches. Internal governance and maximising benefits for the business: GBS bring? 9 companies and 45,000 employees and creating a new customers don’t care about individual SSO responsibilities – Deriving the best areas for further technology investment Understanding the true definition of GBS and achieving process framework implementation for A/P, including they want end to end solution delivery. To achieve this goal, to continue moving your SSO up the value chain business agility
15.05 Streams By Maturity 15.05 Streams process flow, auditing, metrics, integration and process you must start with your governance structure: Understanding the implications and legalities of Trans- Preparing for and managing through the transition analysis, Pieter will share all the lessons he has learned Expanding governance structures to support a commercial Border-Data-Flow and security regulations Embracing the GBS journey with the full support of the along the way to give you a solid launching pad: charge back model Assessing community clouds for industry verticals exco
Main Conference, Day Two Tips on building the business case, from calculating ‘Plugging the gaps’ after a period of accelerated growth Examining hybrid cloud offerings and their merits Avoiding the potholes and establishing clear pathways to costings to winning stakeholder support Incorporating future flexibility into your governance Selecting the correct vendor and negotiating a mutually success Interweaving flexibility into every stage of the planning and structure responsible contract The pros of global process owners implementation process Patrice Wynen, General Manager Business Services, Exploring real life success stories Decision making support from data management and Beginning with a solid governance structure and clear Fonterra payback on large ERP investments accountability Achieving the next level of service delivery Linda Spurr, Manager Shared Services, Airservices Ensuring benefits are realised in the short, medium and Australia Mick Myers, General Manager Shared Services, MMG long term Pieter Reynders, Financial Controller, Jumierah Group (Dubai)
Tuesday 17th April Tuesday Collaboration is key: building relationships Commitment is key: winning the hearts & minds Location,location: strategic shoring Gen Y: talking ‘bout our generation with the business for a smoother sso of your customers considerations In this unique session, we hear from 3 MBA students about journey 15.40 It is no secret that under delivery is a term often thrown Over the past six years, a new measure shows that 22 their current projects and research within the realm of Engaging stakeholders from the very beginning of the at SSOs. So how do you stop disappointing and start economies in East Asia and the Pacific have made their business transformation – and what works and what doesn’t shared services journey is undoubtedly a paramount factor delivering? regulatory environment more business-friendly. when it comes to engaging the next generation of shared when it comes to the success of the SS venture. Not only Devising innovative communication tools for customer However, chasing ‘New China’s’ can be a dangerous services superstars – right from the horses’ mouths! will it help with buy in, it will also ensure the SSO will serve advocacy and engagement game of playing catch up to low cost centres without real If you are a student and want to apply to speak on this panel, specific customer needs which results in more customer T ransforming under delivery into productivity and consideration of what will complement the business goals. email me at [email protected] satisfaction. But with so many different stakeholders, where satisfaction through approachability In this session we delve into the main questions you should Moderator: Alison Owens, Associate Professor & Acting do you start? Reassessing how you communicate with your customers be asking when deciding upon your shoring strategy: Director, CQ University Choosing the right liaison to lead the business Using customer feedback to implement 5 key changes in Identifying the main drivers in your shoring strategy – communication project your SSO beyond cost and talent Identifying all applicable stakeholders through a company- W alking the halls: Getting inside info on under delivery Go long! How long term should your view be when wide assessment direct from your customers deciding upon locations? Addr essing the 3 dimensions of change (people, T ransforming into a customer-centric operation Understanding your service requirements and how this processes and technology) with each business unit Deborah Coakley, Head of People Shared Services, feeds into your shoring strategy W orking with the business to formulate user adoption Qantas Will hub and spoke models (transactional offshore; high strategies value onshore) work for you? Peter Masonwells, General Manager, Finance Services, Agr eeing upon the goals, expectations and accountability New attractive locations which may surprise you Jeminex factors Adopting shared services offshore as a platform for Using BU integration to engage SSO staff and cross skill international growth Mal Leech, Executive General Manager - Employee and Dr. Philip Hadcroft, Author, The Big Red Book Of Shared Services, Ergon Energy Outsourcing To China Sam Bradley, Head of Talent Acquisition, AGL Energy 16.15 Afternoon Tea & Networking
www.sharedservicesweek.com.au T +61 2 9229 1000 E [email protected] 7 Tuesday 17th April Main Conference, Day Two 19.50 19.30 17.45 17.15 16.45 18.20
www.sharedservicesweek.com.au T +61 29229 1000 E [email protected] Russell Ives,Dir GRAND P atgroundand lessonslearnt level. How canyouusenewtechnologiesandmedia’s topropel yourtransformationventure? ANZtalktangibletakeaways Services venture? Where shouldyoufocusinvestmentandresources toensure thebusiness’s goalsare achieved? of technology, culture andchangemanagement.Whatisthesecret toroadmapping asuccessfulGlobalBusiness a lowcostbaseare justsomeofthenecessaryconsiderations. Withgrowth alsocomeintegrationissuesinterms Kathleen Bailey-Lor T SSON’S BIGIDEANUMBERF hemed
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that from timetotime. a problem intheworkplace.We hopeyouenjoy. We hopeyou’re inspired. We alldeservetofeel oftheglobetohelpyoustopandthinkaboutthingsdifferentlyand corners nexttimeyouface These are SSON’s 5bigideasfor2012…andwe’vebrought themtoyoufrom allwalksoflife your spouse.Andyouwon’t needtotakenotesbecauseyou’llremember withouthavingtotry. eye-openers thatmakeyoulookatlifedifferently. Theseare thestoriesyou’lltakehomeandtell a challengetheyfacedandhowsolvedit.Theseare thelife-lessonsyou’llremember. The and connectingwithsomeonetheirstoryorview. Theirreal-life perception orexperienceof It’s aboutfeelinginspired. It’s aboutsteppingbackforyourdayjobafewprecious minutes going toachieveworldpeacebefore theplanetself-implodes... market andhowmuchsmallercleveritisthanthelastone.Norreally abouthowwe’re it. Andit’s desire notbecauseweallhaveaburning tounderstand whatnewwidgetisonthe success of shared services implementation. services success ofshared and underinvestinwith significantimpactuponthespeedand aspectsthat manyorganisationsunderestimate Theseare ignored. The powerofanorganisation’s or cannotbeunderestimated culture elements suchascommunication,training,and executive leadership. isaheavyfocuson changemanagement it iscriticalthatthere approach withtheirbroadercorporatestrategy. To be successful, organisationsneedtoaligntheir services, gain valuefromshared for growthopportunities.Toprocesses, andalsoprovideaplatform reduce theircostbase,enhanceandsimplify organisational reduce helporganisations,bothpublic and private,to centres services wefindthatshared In Australia,likeelsewhere, and ChairmanofSSOWeek 2012 Donal Graham,PartneratDeloitte Economic ForumandTED.comeventprogrammes. We alldo There’s areason everyonelovessneakingaglanceattheWorld latest techniquesforvaluethrough Shared Services… More thanmetrics.More thancost-savingexercises. More thanthe We getit.You wantsomethingmore. and leadership. changing ideasfrom theworldofbusiness 5 unconventional,inspirational,game S son BringsYou ‘TheBigIdeas’… 8 7.45 Coffee & Registration 8.50 Chairman’s Opening Day Three 9.30 INDUSTRY-SPECIFIC INNOVATIONS: INTERACTIVE DISCUSSIONS WITHIN YOUR INDUSTRY VERTICALS Donal Graham, Partner, Deloitte According to McKinsey, only 1/3 of organisations that achieve excellence are 9.00 A risky business: shifting your sso’s focus for an holistic able to maintain it over decades; even fewer manage to implement successful view of enterprise-wide risk management transformation programs. They also say that it’s clear that “best practices” Collecting, consolidating and analysing business data within your SSO can don’t work in a vacuum, and that’s why replicating them in other organisations not only feed into a customer-centric strategy and real-time reactions, it can consistently fails to deliver “best performance.” So rather than slicing the pie also play an invaluable role in the proper calculation of risk appetites and risk at functional level, we should really be looking at industry verticalisation to management strategies. Booz Allen & Hamilton estimate that organisations drive forward thinking within business transformation. We’ve developed these can save up to 15% of costs by incorporating risk into their SSO. The SSO industry breakout groups to enable you to share ideas with industry peers can become the central point of knowledge and control for an enterprise-wide operating in the same environment as you. Industry groups will be kept as risk and control framework and provide an holistic view of near, medium small as possible to boost interactivity. and long term needs when it comes to successfully aligning risk and growth FINANCIAL SERVICES strategies. Does shared services hold the answer to wider operational risk worries or business continuity? We hear how one SSO is already on the road RESOURCES & ENERGY to implementing a risk-based SSO and what has been learned along the way: TECHNOLOGY & TELECOMS • Incorporating risk considerations into the redesign and refining of processes PUBLIC SECTOR • Designing chargeback strategies to protect the wider business as it grows Manufacturing & CPG • Instilling risk culture and awareness amongst SSO employees and encouraging enthusiasm for the added Pharma & Healthcare responsibility RETAIL & HOSPITALITY • Using the SSO to maintain overall business continuity in an volatile economic environment • Feeding back learnings into the internal control framework through interaction with the business units, risk units 10.30 Morning Coffee
Main Conference, Day Three and the SSO 10.50 Streamed sessions begin • Setting up the SSO with the ability to garner enterprise-wide data to feed into risk analytics Grant Whitehorn, Enterprise Risk Manager, Vodafone Hutchinson
A: NEXT STEPS IN TRANSFORMATION B: FINANCE TRANSFORMATION C: HR TRANSFORMATION D: SHARED SERVICES FOR GOVERNMENT
Putting your front foot forward: migrating Evolving from a cost centre to a strategic Integrating & embedding shared services Delivering best practice p2p processes in front office services into your sso business partner: creating value through throughout multiple acquisitions government shared services The shared services environment offers a prime opportunity innovation There are considerable benefits to be gained through early SSOs usually have high expectations and challenging to consolidate touch points with both internal and external In recent years the finance function has moved away from its and comprehensive engagement of your organisation’s targets, especially in the Public Sector. In this case study customers, as well as streamlining processes, reducing traditional focus on reducing costs and improving efficiency, shared services practitioners as part of the due diligence the shared services centre provides processing and costs and collecting information on the customer. increasingly looking towards value creation as its prime and M&A integration team. Indeed, organisations that have payment services for many varied government departments, Wednesday 18th April Wednesday How do you begin bringing call centres into a shared or goal. SSOs can provide a means to innovate, increase well developed shared services operations are in a unique with multiple locations and stakeholders. Delivering a outsourced environment? productivity/revenues, and renew top-line growth. If you are position to realise accelerated savings and benefits in streamlined, consolidated and consistent P2P cycle is Gaining the trust of individual stakeholders through trying to climb the value chain, learn the key tools, resources mergers and acquisitions: critical to gaining visibility and transparency, controlling 10.50 Stream Sessions Begin 10.50 Stream accelerated customer management and skill sets needed to create a culture which drives Using functional experts to participate in the due diligence spend and making significant savings. What is the best way to begin integrating your sales, innovation and engages the business at a whole new level. phase of the acquisition Karri Lehtonen, Vice President A/NZ, Basware marketing and advertising activities into the realm of the Amanda Sellers, Group Financial Controller, Treasury Using a Darwinian selection process of internal best SSO? Wine Estates practices across the two organisations to provide a natural Can shared services drive external customer retention consolidation point through excellent customer service? Learning operational lessons from shared services to Jack Brabin, Group General Manager NewsAdvantage, speed up benefits realisation News Limited Using the SSO to limit transitional operating risks Comparing metrics across the merging parties to identify potential areas that are ripe for cost reduction synergies Leveraging ERP solutions and business process improvements to support the business – Developing clear stakeholder communication plans to address concerns Ann Yeager, Corporate HR Director, ALS Group (USA)
www.sharedservicesweek.com.au T +61 2 9229 1000 E [email protected] 9 Back to the future: where will the sso Transforming your management reporting MAKING THE MOVE: MIGRATING TO A MULTI-CENTRE Harnessing e-strategies to move from a industry be in 10 years time? function to drive competitive advantage HR MODEL FOR TRUE BUSINESS ALIGNMENT citizen-centric to a citizen driven approach 11.25 In this session we take you on a journey into the future to imagine Today’s Finance SSOs must look beyond the obvious efficiency Leading the charge to bring Philip Morris International’s HR services in Capturing how the public perceive the services provided by the where the shared services and outsourcing industry will be in a drivers and view the function as a continuum of processes that Asia Pacific onto the global model was the Australian office. Through SSO can be invaluable when plotting future goals and setting decade’s time. Looking beyond current functionalities, we will culminate in reporting – be that regulatory, management or the creation of an onshore/offshore hybrid model, PMI have integrated strategies moving forwards. The ATO explains how they are using explore what more the SSO can do and why it is important to plant analytics. an SSO design which fits both their transactional and strategic all types of new media to understand what citizens are thinking and those seeds today for future fruition. Having a clear strategy of understanding and enhancing Finance business needs. Two integral members of PMI’s HR team join us to feeding this back into what services the SSO provides. Moving from a cost centre to profit maker model process maturity is key to delivering that success: share the lessons they learned – and are still learning – along the way: Using social media to communicate with younger generations With the emergence of outsourcing verticalisation, will we also Building on process maturity and creating an optimal service Shifting transactional processes to Manilla within an 8 month time frame Monitoring customer attitudes and collecting data through new see shared service centres serving more than one company delivery model to support decision making and risk analysis Setting up an Australia-based strategic HR team for true business media channels emerge across Australasia? Documenting procedures and processes to feed vital information partnering Building and strengthening your brand both internally and externally Will shared services evolve into service networks, leveraging back to the business Advice on key aspects of the implementation and the pitfalls to avoid Jane King, Deputy Commissioner - Customer Service & technology and process excellence to achieve maximum Designing and calibrating your operating model Setting up and tracking KPIs, SLAs and OLAs between the HR SSC Solutions, ATO efficiency on the right scale – not necessarily simply the largest Setting goals against the model and driving excellence and stakeholders Martin Conboy, Editor, The Sauce Cutting through the jargon and getting tactical in measuring the Deploying portal migration and self-service tools across the HR SSO maturity of processes Finding the right people both onshore and offshore to maintain high Achieving enhanced financial reporting and compliance and risk levels of service mitigation Overcoming process inconsistencies and bedding down the new Optimising working capital and achieving greater transparency structure and control Looking to the future: the next wave of value Glenda Salgado, Shared Services Manager, Austal Miles Cunningham, Director Human Resources, Philip Morris International Sylvana Ciotta, Manager HR DSSC, Philip Morris International
Plenary Sessions Continued... Main Conference, Day Three 11.55 Commercial considerations: moving from a cost to profit 13.10 Pre-lunch drinks & refreshments centre mentality 13.30 SSON’S BIG IDEA NUMBER FIVE… Most SSOs operate in a cost recovery or break-even model yet a cost centre mentality renders the SSO’s ability to take advantage of new business models for service delivery or 13.50 Seated lunch & the winner takes it all prize giveaway embrace new technologies to be practically non-existent. The knock on affect is that there Mountains of prizes to give away to conference delegates – make sure you stick around for your chance to win! is little or no opportunity to drive continuous improvement and no incentive for either the SSO or its customers to reduce costs. So how do we change our attitudes and those of A ward Prize Giving: Natalie Williams, Program Director APAC, SSON the business from a cost to profit centre mentality? 14.50 Chairman’s close of conference • Building a more comprehensive Service Accounting model to include Metering, Usage, Pricing, Billing and Chargeback • Designing a well-constructed Services Catalogue to complement the necessary service level agreements • Enabling more flexibility and agility in the service delivery to cater for diverse customer demands SITE VISIT @ MMG Wednesday 18th April Wednesday • Lowering costs for the SSO whilst simultaneously lowering the risk of below par service to the business • Transitioning towards the use of Cloud principles in multiple aspects of the SSO and truly harnessing its capabilities Thursday 19th April Albert Olley, CEO, NSW Businesslink 10.00 - 14.00 Mark Ridley, General Manager of Managed Systems Services, Coventry Group John Symons, Principal, John Symons Associates Refer to Pg 3 for more details 12.30 What’s your usp? introducing the gruen transfer for ssos Spin, branding, advertising, image control. Just because shared services focuses on the back office, doesn’t mean we should neglect these front facing mainstays of 21st century life! Innovation, progression and success in the all- important task of talent acquisition all relate to the way we position both our Stay in the loop with SSO own SSOs and our industry as a whole. If shared services are going to win the best people, win the support of business units, or win political support, we must revamp our positioning on the industry stage. In this session, we make like Wil Week's Download Centre... Anderson and put a panel of industry executives to the test, with each executive coming up with a uniquely angled pitch for their SSO. Who can steal the show Regular interviews, podcasts, whitepapers and for their SSO? With the expert advice of a leading advertising and PR executive, you decide! much more, from industry game changers and thought Andrew Monaghan, Head of Shared Services, Qantas leaders (including our speakers) all year round: Coretta Bessi, Manager Procurement - Global Corporate & Commercial Services, BlueScope Steel www.sharedservicesweek.com.au/download Brooke Miller, General Manager, BP Elite
www.sharedservicesweek.com.auwww.sharedservicesweek.com.au T +61 2 9229 1000 E [email protected] 10 Lead Partner
Deloitte is well known in the local marketplace as a thought leader and The Hackett Group (NASDAQ: HCKT), a global strategic advisory firm, WNS (Holdings) Limited (NYSE: WNS), is a leading global business process innovator in Shared Services and has worked on some of Australia and is a leader in best practice advisory, benchmarking, and transformation outsourcing company. WNS offers business value to 200+ global clients New Zealand’s largest and complex shared services projects with both consulting services including strategy and operations, working capital by combining operational excellence with deep domain expertise in public and private sector clients. management, and globalisation advice. Using best practices insights key industry verticals including Travel, Insurance, Banking and Financial We assist our clients with the entire Shared Services journey from the from more than 5,000 benchmarking engagements, executives use our Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping initial strategy and business case through key design elements to full empirically-based approach to quickly define and implement initiatives and Logistics and Healthcare and Utilities. WNS delivers an entire implementation. to enable world-class performance. The Hackett Group has worked with spectrum of business process outsourcing services such as finance and Increasingly, Deloitte works with its clients to optimize shared services 2,700 major corporations and government agencies, including 97% of accounting, customer care, technology solutions, research and analytics through innovative techniques such as advanced data analytics, social the Dow Jones Industrials, 80% of the Fortune 100, 80% of the DAX 30 and industry specific back office and front office processes. WNS has over media and enterprise information management. To learn more, visit and 49% of the FTSE 100. 21,000 professionals across 23 delivery centers worldwide including Costa www.deloitte.com/au/sharedservices www.thehackettgroup.com.au Rica, India, Philippines, Romania, Sri Lanka and United Kingdom. For more information, visit http://www.wns.com. Associate Lead Partner Canon is the world’s leading imaging organisation that actively inspires with imaginative ideas that enable people to connect, communicate and achieve more than they thought possible through imaging solutions for Event Partners business and consumers. Canon’s Australian R&D company, CiSRA, develops and exports digital imaging technologies for use in Canon Today, about 400,000 IBM employees around the world invent, integrate products worldwide. Canon has ranked among the top-four US patent and operate software, hardware and services to help forward-thinking recipients* for the past 19 years, and had global revenues of around enterprises, institutions and people succeed in building a smarter planet. Automatic Data Processing (ADP) is one of the world's largest providers of $US45 billion in 2010. For more information, visit www.canon.com.au One of IBM's fastest growing business lines is Global Process Services business outsourcing solutions. As one of five AAA rated companies in the (GPS). Through GPS, IBM is defining the next-generation of Business world with annual revenues of US$9 billion and US$1.1 billion in earnings, Process Outsourcing, with a focus on innovating your business processes ADP is well positioned to serve the needs of its 570,000 clients globally. to help differentiate your enterprise. IBM has solutions spanning across Associate Partners ADP offers an unparalleled depth of domain expertise and international Customer Relationship Management, Finance & Administration, Human presence to power multinational employers' regional and global human Resources and Supply Chain Management plus additional industry-specific resource strategies with their multinational solutions. ADP offers a fully solutions such as Banking Back Office. scalable solution, unprecedented domain expertise and global coverage. TPI is the world's leading data and advisory firm in global sourcing, with ADP provides a single provider solution which delivers a comprehensive over 20 years practical experience in sourcing strategy and execution range of cost effective HR and payroll solutions in over 60 countries. ADP’s Conference Partners (whether insourcing, Shared Services, captive centres, outsourcing, and cutting edge technologies, proven delivery models and a strong client- offshoring), TPI provides independent expert advice, tendering and service orientation are designed to fit the organizational choices you make implementation support, as well as ongoing Governance Services. while driving efficiencies in your operations. www.adp.com TPI and Compass are part of Information Services Group (ISG). The world’s most successful organisations rely on Infosys to deliver Please see www.informationsg.com measurable business value. Our end-to-end Business Process Outsourcing (BPO) services combine domain expertise, process skills and technology Basware is the global leader in purchase-to-pay solutions and enables more to significantly reduce costs, enhance effectiveness and optimise services than one million users in over 60 countries to automate and streamline their Compass Group is the premier independent global provider of business that fuel your business. Infosys has over 135,000 employees in 75 cities financial processes. around the world, including locally in Sydney, Melbourne, Brisbane, and information technology benchmarking, performance improvement, The Basware Open Network for e-invoice and purchase message transactions Perth, and Wellington, Auckland, Christchurch in New Zealand. For more data and analytics services. Compass Group have provided fact based, today connects more than 320,000 companies globally. information, visit www.infosysbpo.com independent advice since 1980. TPI and Compass are part of Information Services Group (ISG). Basware solutions and services significantly reduce the cost of buying, selling Please see www.informationsg.com and paying for goods and services, while greatly increasing visibility and control of the entire spending process. The solutions are distributed and implemented, either on site or as a service, in Europe, the US, and Asia-Pacific through an extensive network of Basware offices and business partners. www.basware.com.au
www.sharedservicesweek.com.au T +61 2 9229 1000 E [email protected] 11 Dowling Consulting is a leading Management Consulting Organisation ReadSoft’s solutions have been selected by an impressive range of multi- Founded in 2001, BlackLine Systems was the first to develop and offer specialising in the establishment, management and operation of Shared nationals seeking to improve control, efficiency and effectiveness and a commercially available Balance Sheet Account Reconciliation solution. Services environments in Australia. offer an attractive, measurable ROI. With more than 5,000 customers, An experienced provider of software to companies from the Fortune 100 With a track record across multiple government initiatives and in the private including Caltex, Rio Tinto, Intel, Apple, DuPont, Siemens, Porsche, to beyond the Fortune 1,000, BlackLine provides quick-to-implement, sector, Dowling Consulting as part of the ASG Group deliver beyond the Kellogg’s and Orica, amongst other, ReadSoft is the solution of choice. scalable and easy-to-use applications that automate the entire financial shared services transformation concept into working reality. The approach For further details on ReadSoft Oceania please click on the following link close process to help improve financial controls for companies of all adopted by Dowling Consulting is based on achieving tangible, relevant and into the Company’s website: sizes. BlackLine software applications complement existing Enterprise sustainable business outcomes to the client. www.readsoft.com.au or call on +61 2 9929 0676 Performance Management (EPM), Governance Risk and Compliance (GRC) and Enterprise Resource Planning (ERP) systems. Dowling Consulting delivers a world class professional services offering with all the flexibility and agility of a local provider. BlackLine offers clients its enterprise-class software in a simple and secure OnDemand/SaaS platform. With a proven track record and a Kofax is the global leader in providing award-winning solutions that commitment to customer success, BlackLine seeks to reduce the burden automate document-driven business processes by managing the the financial close places on accounting and finance professionals. For transformation and exchange of business-critical information arising in more information, please visit www.blackline.com. paper, fax and electronic formats. These solutions provide a verifiable ROI MasterCard Worldwide is one of the world's leading payments to thousands of customers in financial services, manufacturing, retail, companies. Through relationships with more than 23,000 financial government, healthcare, BPO and other markets. Kofax has a global institutions, MasterCard offers products and solutions that feature state- network of more than 1,200 partners, and its own sales and service Grant Thornton’s portfolio of core accounting, audit, tax and specialist of-the-art security and convenience. MasterCard payment products are at organisations in more than 60 countries. www.kofax.com advisory services is enriched with our knowledge of economic conditions, the Heart of Commerce, bringing innovative solutions and comprehensive regulatory requirements, business cultures and practices throughout the benefits and services to consumers, merchants, and businesses in more world. We are able to combine the knowledge and experience of our than 210 countries and territories throughout the world. local marketplace with the technologies, methodologies and specialist Computershare Communication Services Pty Limited (entity of resources of a professional services organisation at the forefront of the Computershare Limited ASX: CPU) is a leading global outsource global accounting profession. technology provider of business process automation and multi-channel In a recent IDC’s analysis, Worldwide Integrated Talent Management 2011 communication solutions. The world’s leading organisations depend on Vendor, Lawson, an Infor affiliate was cited as being a market leader in the Communication Services’ business to help transform their business the Human Resource domain. Lawson Human Capital Management offers processes by assisting them to capture, organise and publish business Following establishment six years ago, PRIME Process Management companies essential tools to help shape and steer the vast capabilities critical documents. Computershare is a ‘behind the scenes’ organisation, Group has set out to provide focused Business Process Management of its staff while streamlining the entire recruit-to-retire spectrum. At yet plays a pivotal role in managing and delivering services for clients, of (BPM) solutions through a mixture of fixed cost process mapping, Lawson, we can help you achieve state-of-the-art HR aligned to your which there are over 10,000 globally. education and the BPM product suite. Our fixed cost process mapping business goals with solutions that work for you. solutions will result in significant value creation, cost savings and efficiencies for your organisation. Visit our website at www.primepmg. com to find out more about us and how we can put you on the path to Exhibitors HCL Technologies Ltd. - Business Services is the global Business Process business improvement. Outsourcing arm of HCL Technologies Ltd. With a decade of industry experience, HCL is now a provider of Next Generation BPO services. With over 10,500 employees across 26 integrated global delivery centers, HCL Aesop is the leading automated Rostering and Shift Fulfilment solution provides end to end Business Services and offers best in class BPO enablers provided by Frontline Placement Technologies. Through Web, SMS and across delivery, innovation and governance, to deliver tangible business IVR technologies, Aesop allows you to easily and efficiently create and value to customers. Kindly visit www.hclbpo.com manage your roster anytime, anywhere. Pioneered in 1998, Aesop now serves over 35,000 locations across the United States, Canada, Australia, the United Kingdom and Russia. ReadSoft is a global leader in Accounts Payable and Document Process Automation, specializing in automating all paper and request-driven processes for medium to large enterprises and Shared Service Centres (SSC).
www.sharedservicesweek.com.au T +61 2 9229 1000 E [email protected] 12 Registration Information 15th Register me for the 15th Annual Australasian Shared Services & Outsourcing Week PLUS Workshop A Workshop B Workshop C Workshop D Workshop E Focus Group A Focus Group B Focus Group C Site Tour (Thurs 19th Apr) *Please Note: Each delegate may only choose one option from the list of workshops and Focus Groups as they run simultaneously. www.ssonetwork.com/linkedin/apac Focus Groups B & C are strictly for CFOs, CIOs and senior executives only. All registrants must meet the selection criteria. Please contact SSON for more details 11574.006 www.ssonetwork.com/facebook End-User Only pricing www.twitter.com/ssoweek SSON MEMBERS end of year discount extra Early Bird Early Bird Packages *Register & pay before *Register & pay before *Register & pay before Standard PRICE 23 dec 2011 17 Feb 2012 16 MAR 2012 QUICK and EASY WAYS to REGISTER Main Conference $3,399 + GST = $3738.90 $3,699 + GST = $4068.90 $3,899 + GST = $4288.90 $4,999 + GST = $5498.90 Telephone +61 2 9229 1000 A dd Workshop/ SAVE AN EXTRA 10% OFF $899 + GST = $988.90 FAX +61 2 9223 2622 Focus Group THE STANDARD PRICE Email [email protected] Add Site Tour $899 + GST = $988.90 website www.sharedservicesweek.com.au Mail IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000 Not for Profits & Local Government - please call 02 9229 1000 for details on additional offers. *Prices above includes the Shared Services and Outscouring Week Awards Dinner.
vendor pricing DELEGATE 1 (TITLE / FIRST NAME / SURNAME) APPROVING MANAGER (TITLE / FIRST NAME / SURNAME) WHERE Melbourne Convention & Exhibition Centre A: 1 Convention Centre Place POSITION South Wharf, Melbourne 3006 Packages Standard PRICE T: +61 (0) 3 9235 8000 F: +61 (0) 3 9235 8001 EMAIL POSITION W: http://www.mcec.com.au/ DELEGATE 2 (TITLE / FIRST NAME / SURNAME) WHEN? 16 - 19 April, 2012 Main Conference $7,499 + GST = $8,248.90 EMAIL
* CHEQUE ENCLOSED FOR $ (Please make cheques payable to: IQPC) Add Workshop $1,099 + GST = $1208.90 Team Discounts POSITION PLEASE CHARGE * American Express * Visa * MasterCard * Diners Club SSON recognises the value of learning in teams. Add Site Tour $1,099 + GST = $1208.90 Take advantage of one of these special rates: EMAIL CREDIT CARD NUMBER Register a team of 3 to the conference at the same time from the
* Please send me set(s) of AUDIO COMPACT DISCS and ORGANISATION same company and receive $500 discount PRESENTATIONS CD at $878.90 ($799 plus GST) or $603.90 ($549 Register a team of 4 to the conference at the same time from the plus GST) Presentations CD only ADDRESS AMEX 4 DIGIT CODE EXPIRY DATE same company and receive a free pass for a 5th delegate Ask about multi-event discounts. Call + 61 2 9229 1000 * Please keep me informed via email about this and other related events POSTCODE NAME OF CARD HOLDER [PLEASE PRINT] for more details * Payment must be received by IQPC prior to 5pm AEST on the cut-off date. Please note: Only one discount applies # Registrations received without payment or a Government PO will incur a processing fee TELEPHONE ( ) FAX ( ) of $99 + GST = $108.90 per registration.
NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE. Registrations received without payment or a Government PO will incur a processing fee of $99+GST = $108.90 per Accommodation registration. Payment prior to the conference is mandatory for attendance. Payment includes lunches, refreshments, a copy of conference presentations via FTP website or workbook and all meeting materials. If The Lido Group are the official booking agent for the 15th Annual payment has not been received two weeks before the conference, a credit card hold will be taken and processed. This card will be refunded once alternate payment has been received. Australasian Shared Services and Outsourcing Week. The Lido Group have negotiated event rates at a range of hotels for all Privacy - Your Choice Any information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will be added to our database and will attendees of this event. be used primarily to provide you with further information about IQPC events and services. By supplying your email address and mobile telephone number you are agreeing to IQPC contacting you by these means to provide you further information about IQPC products and services. From time to time IQPC may share information from our database with other professional organisations (including our event sponsors) to To take advantage of these rates & book direct on the website, please promote similar products and services. Please tick the box below if you do NOT want us to pass on your details. go to www.sharedservicesweek.com.au and click on the Venue & To amend your current details, advise of duplicates or to opt out of further mailings, please contact our Database Integrity Maintenance Department, Accommodation page. Level 6, 25 Bligh Street, SYDNEY NSW 2000. Alternatively, email [email protected], call 02 9229 1028 or fax 02 9223 2622. © 2011 IQPC ABN 92 071 142 446 All RIGHTS RESERVED. * I do not wish to have my details made available to other organisations The format, design, content and arrangement of this brochure constitute a copyright of IQPC. Unauthorised reproduction will For details of IQPC’s Cancellation and Postponement policy please visit: www.iqpc.com.au be actionable by law.
www.sharedservicesweek.com.au T +61 2 9229 1000 E [email protected] 13