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 Business Services and Business Process Outsourcing Conference 2016
About the sessions
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Conference planner
05 Dear colleague
Detailed agenda
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Pre-conference site visits
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Conference sponsors
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2006 was the year that this conference last visited the beautiful city of Lisbon. Although just 10 years ago – the world in which we now operate is very different. The digital age is truly upon us. It affects not only how we do business, but how we interact with one another and how we behave as consumers and employees. While many businesses have started to adopt these digital technologies, most shared services and Global Business Services organisations have much work to do. Do you have a single ERP platform, enhanced with process specific enabling technologies, robotic process automation and cognitive technology? Have you eliminated the need for manual intervention in transaction processing so that your colleagues can focus solely on analytics and other value creating activities? If you can answer yes to these questions this conference is not for you – you are pretty much done! But we have seen very few organisations that are anywhere near this vision – despite the fact that these technologies are now all available. These topics will form the basis of many of our discussions this year – steered by an expert panel of speakers from Deloitte and companies such as: AstraZeneca, Akzo Nobel, BT, Campbell Soup Company, Computacenter, Diageo, ESPAP, GE, Hampshire County Council, ISS, Johnson & Johnson, Lloyds Bank, Procter & Gamble, Siemens, Solvay, Sonae Sierra, Tarmac, Tetra Pak, & Vodafone.
Specific topics for discussion include: • Is this the age of Global Business Services? Is Global Business Services a stand-alone model or simply an evolution of shared services? How do you set a course for success? • Robotics – are we on the verge of a revolution? To what extent will robotics change the make-up of our future workforce? • Social media, Mobility, Analytics and Cloud (SMAC) – have applications in the workplace now caught up with applications on the street? Where should you invest? • The war on talent – how do you attract and retain a globally mobile workforce? What technologies do you need in your arsenal to get the most from the tech-savvy generation Y? • Analytics – how do you extract and use ‘big data’? Where does the true value lie? What does this mean for the role and make up of shared services centres? • Continuous Improvement (CI) – what do we now recognise as being best practice and how can you push the boundaries in your CI approach. What additional value can be unlocked this way?
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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
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Conference planner
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This is the 18th conference of its kind. Each year we try to introduce new innovations and this year’s event is no exception. This quest to advance the insight which we bring to you, and the format in which we deliver it, means we have traditionally attracted THE ‘movers and shakers’ in the shared services and Global Business Services world at every stage of shared services maturity.
Detailed agenda
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Pre-conference site visits
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Conference sponsors
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If you have time and budget to attend just one event a year – make this the one. It is a ‘must attend’ event for CFOs, Financial Controllers, heads and leads of shared services or Global Business Services organisations, BPO contract managers, CIOs and HR leaders. The conference is free of charge to invited delegates (excluding flights and accommodation) and spaces typically fill quickly. Early registration is strongly advised to avoid disappointment. Register your place today at: www.deloitte.co.uk/sharedservicesconference
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Peter Moller Conference Chair
Emma Lawson Conference Chair
Miguel Eiras Antunes Host Country Lead
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
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About the sessions A range of formats to engage you
Welcome 02 About the sessions
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Conference planner
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Detailed agenda
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Pre-conference site visits
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Conference sponsors
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Logistics 47
Plenary sessions These sessions are targeted at all conference delegates. Plenary sessions will pick up on what we consider to be the most pertinent topics this year led by influential shared services, Global Business Services and BPO leaders. There will also be a number of panel sessions, where leaders in their fields will debate some of the key topics of interest in the industry today. Breakout sessions These sessions are designed to give delegates the opportunity to explore specific topics in detail. They will be facilitated by subject matter experts who have deep knowledge of the topic. These subject matter experts will either guide you through the latest trends and thinking, or share with you practical advice from their own organisations to inspire you to make a change when you return to the office. Discussion forums The discussion forums are your opportunity to discuss topics of interest with your peers and share insights and experience within a smaller group in a less formal setting. A subject matter expert will be on hand to provide facilitation and structure to the meetings, but there will be no PowerPoint slides. Analytics demonstrations These demonstrations will show how analytics can be applied to solve business questions, by delivering previously-hidden insight from data available both inside and outside an organisation. At the conference we will showcase a selection of demonstrations relevant to Finance, HR and other topics which will be of interest to the audience.
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Conference planner
The conference planner is designed to provide you with an overview of the agenda. Use it to navigate quickly and easily through the Welcome 02 programme to select sessions that meet your needs.
About the sessions
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Conference planner
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Detailed agenda
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Pre-conference site visits
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Conference sponsors
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For further information on the conference programme, please see the detailed agenda section.
Day 1 – 14 September
Day 2 – 15 September
8:45
Plenary 1: Welcome and introduction to current market trends Peter Moller, Deloitte, Miguel Eiras Antune, Deloitte & Emma Lawson, Deloitte
9:30
Plenary 2: Vodafone – Implementing a large mixed ownership Global Business Services model Steve McCrystal, Global Head of Shared Services, Vodafone
10:05
Delegates wanting to attend plenary 3B will need to transition to a different room as plenary 3A and 3B run concurrently
10:10
Plenary 3A: AstraZeneca – The case for functional shared services Tony Glynn, AstraZeneca Plenary 3B: Panel – HR shared services in the Cloud: A silver lining or thunderstorm on the horizon? Panel to be chaired by Brett Walsh, Deloitte Panel Mark Murphy, Global Head of HR Shared Services, BT & Ralf Clausen, Head of CoC HR Information & Service, Voith Shaun Bryce-Borthwicks, EMEIA Director, Johnson & Johnson
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
11:10
Breakout 1: Panel – Will Robotic Process Automation truly transform the shared service operating model? Panel to be chaired by David Wright, Deloitte Panel Venkataraman S V, Head Of Institutional Operations – Offshore Hubs, ANZ Bank, Faisal Iftikhar, BT & Steve McCrystal, Global Head of Shared Services, Vodafone 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 Harker, Deloitte Breakout 3: ISS – Developing a mature relationship with BPO providers: Maximising potential and adding strategic value Lars Nordestgaard Nielsen, BPO Director, ISS
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
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Conference planner
Welcome 02 About the sessions Conference planner
04
11:10
Day 1 – 14 September
Day 2 – 15 September
Breakout 4: Computacenter – War stories from the front line. The battle to retain talent in Budapest Jamie Davies, Finance Shared Services Manager, Computacenter Breakout 5: Becoming an insight-driven organisation. The role of shared services and global business services in enterprise-wide analytics David Anderson & Natalie Williams, Deloitte
05
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, Global Work+Place initiative Lead, Deloitte
Detailed agenda
14
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 & Prague Site Lead, Johnson & Johnson
Conference sponsors
43
Breakout 9: Celgene – Delivering statutory reporting in shared services centres Olivier Wuthrich, International Finance Director, Celgene & Laurent Nowicki, Deloitte
Breakout 7: Transforming your Tax operating model James Tooley & Demian de Souza, Deloitte
Discussion forum
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11:15
Discussion 1: Developing a shared services or Global Business Services business case Susana Cambeiro-Gesto, Simon Muller & Kalpesh Mistry, Deloitte Discussion 2: The impact of Brexit on Shared Services Punit Bhatia, Deloitte Analytics demonstrations – during breakout sessions and discussion forums
11:15 – 11:35
CFO dashboard Orla Dunbar, Deloitte
11:40 – 12:00
Visual Decision Xccelerator™ (VDX) – ‘what if’ shared services/GBS scenarios assessment tool Richard Sarkissian, Deloitte
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
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Conference planner
Welcome 02 About the sessions
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12:00
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
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Day 2 – 15 September
Transition to breakout sessions, discussion forums or analytics demonstrations Breakout sesssions
12:10
Conference planner
Day 1 – 14 September
Breakout 1: Tarmac – Transforming control and compliance with enabling technology Andrew Parris, Director of Shared Services, Tarmac – a CRH Company Breakout 2: Shared services & Global Business Services feasibility Dorthe Harding Keilberg, Deloitte Breakout 3: BPO panel Panel to be chaired by Mark Craddock, Deloitte Panel Liz Ditchburn, Head of Outsourcing, Kimberly-Clark, Erik Goessens, Director Partnership Development, Philips & Gary Critchley, Finance and Shared Services Leader, National Grid Breakout 4: Creating value through transforming the ‘retained’ function – enhanced business partnering to create a ‘Front Office Finance’ of the future David Anderson & Alice Stephen, Deloitte Breakout 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 Breakout 6: ESPAP – Building a shared service organisation in the public sector Dr. Jaime Quesado, President of ESPAP – Entidade de Serviços Partilhados da Administração Pública, I.P. (Portuguese Shared Services Entity for the Public Administration) Breakout 7: Selecting your location, and how to make it work Thomas Bo Jørgensen, Senior Project Manager Transformation Office DFDS, Elias van Herwaarden, Deloitte, Val Popovici, Deloitte Breakout 8: Delivering a globally compliant payroll solution Daryl Knight & Jennifer Hall, Deloitte Breakout 9: ANZ Bank – Achieving best in class robotic process automation Venkataraman S V, Head Of Institutional Operations – Offshore Hubs, ANZ Bank & Ankur Kothari, Co-founder & Chief Revenue Officer, Automation Anywhere
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
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Welcome 02 About the sessions
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Conference planner
05
Detailed agenda
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Day 1 – 14 September
Day 2 – 15 September
Discussion forums 12:10
Discussion 1: Winning the PR battle. How and why you need to industrialise the selling process within your shared services or Global Business Services organisation Deborah Kops, Founder & Managing Principle, Sourcing Change & Adam Cogley, Deloitte Discussion 2: Next generation service level agreements Kim Burton, Laurence McCall, Deloitte Discussion 3: Talent in shared service centres – a nest to nurture or safe haven to stay put? Jamie Davies, Finance Shared Services Manager, Computacenter, Emma Lawson & Ed Walker, Deloitte Analytics demonstrations – during breakout sessions and discussion forums
Pre-conference site visits Conference sponsors
41 43
12:10 – 12:30
Process X-Ray – A tool to understand your actual business process Robert Jan Huizing, Deloitte
12:40 – 13:00
Driving purchasing effectiveness through analytics Colm Diamond & Patrick Foelck, Deloitte
13:00
Lunch and networking Analytics demonstrations – during lunch and networking
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13:10 – 13:30
Organisation design using analytics Natalie Williams, Deloitte
13:30 – 14:00
Pathfinder – A benchmarking tool Feargus Murphy & Jeff Wright, Deloitte
14:15
Plenary 4: Deloitte tech trends 2016 Bill Briggs, Chief Technology Officer, Deloitte
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
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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 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 Steve McKenna, Finance COO, Finance Business Services, Lloyds Bank
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16:40
Pre-conference site visits
41
Plenary 7: Panel – Emerging Technologies Panel to be chaired by John Tweardy, Deloitte Panel Tony Glynn, AstraZeneca, Deborah Kops, Sourcing Change & Bill Briggs, Deloitte & Gabriele Dutz, Head of HCM & learning systems, KUKA
17:30 – 18:30
Speed Networking
Conference sponsors
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About the sessions
04
Conference planner
05
Detailed agenda
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
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
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Conference planner
Welcome 02 About the sessions
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Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
8:45
Day 1 – 14 September
Day 2 – 15 September
Welcome to Day 2 Peter Moller & Nick Prangnell, Deloitte Plenary 8: Integrated Global Services – The newest brand fuelling growth at Campbell Ed Carolan, SVP & President Integrated Global Services, Campbell Soup Company
9:25
Plenary 9: Business ecosystems come of age – Implications for business models and shared services Jacob Bruun-Jensen, Deloitte
10:05
Delegates wanting to attend plenary 10B will need to transition to a different room as plenary 10A and 10B run concurrently
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 Panel Alf Franzoni, Head of Business Services Platform, Siemens, Nuno Ferreira Pires, Executive Committee Member – Global Marketing & Sales, Grupo Pestana, João Dias, Global MIS Manager, H.B. Fuller, Pedro Tavares, Global Engineering CEO Leader, Deloitte Plenary 10B: Human Capital trends and the implications for HR shared services Brett Walsh & Emma Leonis, Deloitte
10:50
Refreshments and networking Breakout sessions
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11:10
Breakout 1: Shared services/Global Business Services centre transition and migration planning Mark Craddock, Deloitte Breakout 2: Tetra Pak – Regional shared services model for mid-size organisations – How Tetra Pak progressively built a hybrid regional delivery model Christian Moraldo, Vice President Group Financial Control, Tetra Pak Breakout 3: Building quality and consistency of service with well-applied contact centre operations. Practical tips for Global Business Services and shared services leaders Richard Small, Deloitte
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
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Conference planner
Welcome 02 About the sessions Conference planner
04
11:10
Day 1 – 14 September
Day 2 – 15 September
Breakout 4: Leiden University – Continuous Improvement (CI) Rob van den Wijngaard, Manager Finance SSC, Leiden University & Dirk Westra van Holthe, Deloitte Breakout 5: Voith – The impact of Cloud on HR process optimisation and the shared services operating model Ralf Clausen, Head of CoC HR Information & Service Management, Markus Helle, Head of HR Process Management & Analytics, Voith & Hendrick Schmahl, Deloitte
05
Breakout 6: UK – National Health Service: Going digital – NHS Shared Business Services Gary Connolly, e-Invoicing Manager, NHS SBS
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
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 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 Discussion forums Discussion 1: Critical success factors in establishing shared services in the public sector David Harker & Deborah Gregg, Deloitte
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Discussion 2: Making change effective – looking at people, culture and behavioural change Jayanth Poorna & Diana Borys, 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
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
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Conference planner
Welcome 02 About the sessions
04
12:00
Day 1 – 14 September
Day 2 – 15 September
Transition to breakout sessions, discussion forums or analytics demonstrations Breakout sessions
12:10
Breakout 1: Creative Disruption of your Global Business Services through new technologies and delivery models Duncan Wicks, IT Manager, Procter & Gamble
Conference planner
05
Detailed agenda
14
Breakout 3: Meggitt – Implementing shared services and SAP Simon Carr, Global Finance SSC Director, Meggitt, & Susana Cambeiro-Gesto, Deloitte
41
Breakout 4: Credit Suisse – Talent challenges in FSI global in-house centres – How to manage and retain talent in a time of growth Markus Hausheer, Location Strategy & Execution, Credit Suisse
Pre-conference site visits Conference sponsors
43
Logistics 47
Breakout 2: Nike – European outsourcing transition Hannelore van der Vorst, Europe Controller, Nike
Breakout 5: KWS – Seeding the future Carsten Klapproth, Head of Global Services & Alex Gonzalez, Managing Director, KWS Breakout 6: Hampshire County Council – Moving up the value chain Carolyn Williamson, Director of Corporate Resources, Hampshire County Council & David Harker, Deloitte Breakout 7: Driving productivity and business impact through analysis and synthesis Laurence Collins & Neera Mayor, Deloitte Breakout 8: Sonae Sierra – A growth journey with a strong client focus Vitor Duarte, Corporate Controller, Sonae Sierra Breakout 9: 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 & Jason Chipchase, Deloitte Breakout 10: Establishing a strong foundation for cost efficient global payroll compliance and reputational risk management Jennifer Hall & Daryl Knight, Deloitte
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
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Conference planner
Welcome 02 About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
Day 1 – 14 September
Day 2 – 15 September
Discussion forum 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 12:10 – 12:30
Organisation design using analytics Natalie Williams, Deloitte
12:40 – 13:00
Pathfinder – A benchmarking tool Feargus Murphy & Jeff Wright, Deloitte
13:00
Lunch and networking Analytics demonstrations – during lunch and networking
13:05 – 13:25
Process X-Ray – A tool to understand your actual business process John Salomons, Deloitte
13:30 – 13:50
Machine learning: predictive intelligence to drive SSC insight Laurence Collins & Neera Mayor, Deloitte
13:55 – 14:15
CFO dashboard Orla Dunbar & Anthony Maher, Deloitte
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
Plenary 12: Functional shared services, Global Business Services or aggressive BPO – which model works best, when and why? Panel to be chaired by Peter Moller, Deloitte Panel Paul Nicolaisen, VP Global Business Services & Simone Noordegraaf, VP Global Business Services Europe, Akzo Nobel & Nick Prangnell, Deloitte
15:30
Close of conference – coaches depart for airport
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Evening event – 14 September
Day 2 – 15 September
8:45
Plenary 1: Welcome and introduction to current market trends Peter Moller, Deloitte, Miguel Eiras Antune, Deloitte & Emma Lawson, Deloitte
9:30
Plenary 2: Vodafone – Implementing a large mixed ownership Global Business Services model Over the last seven years Vodafone has built one of the largest Global Business Services organisations in the world. It is now home to some 19,000 people providing a wide range of services including finance, HR, IT, customer operations and procurement. Whilst the debate continues as to whether the landlord or owner model is preferable in a Global Business Services organisation, Vodafone’s model combines both. Steve McCrystal will drill down into a number of interesting areas including: • Which works best; the owner or landlord model, and why? • How Vodafone is progressing with numerous robotics and Artificial Intelligence (AI) pilots and what the long-term impact and benefits of these technologies are likely to be. • Why Vodafone now sees its Egypt Global Business Services location as one of the best, with language skills comparable to Eastern Europe and costs close to India. • How Vodafone has managed to grow so rapidly whilst keeping its internal customers on board. Steve McCrystal, Global Head of Shared Services, Vodafone
10:05
Delegates wanting to attend plenary 3B will need to transition to a different room as plenary 3A and 3B run concurrently
10:10
Plenary 3A: AstraZeneca – The case for functional shared services While many organisations have migrated to a Global Business Services model over the past few years most still focus on optimising their existing functional shared services, often supported by one or more BPO providers. AstraZeneca (AZ) is one such organisation. During this session Tony Glynn will focus on: • Why AZ has so far resisted the move to a Global Business Services model. • How it has renegotiated its finance BPO contract to an outcome-based deal where the BPO provider has far greater accountability. • How you can still get end-to-end, cross-functional process benefits without having multiple functions under one Global Business Services roof. Tony Glynn, 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 & Ralf Clausen, Head of CoC HR Information & Service, Voith Shaun Bryce-Borthwicks, EMEIA Director, Johnson & Johnson
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
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Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
10:45
05
Detailed agenda
14 41
Conference sponsors
43
Logistics 47
Refreshments and networking Forensic activity impact measurement: driving insight to transform SSC productivity In this session, you will have the opportunity to see a number of analytics demos that are able to analyse structured and unstructured data, model economic scenarios and visualise the output to help you link your SSC productivity to business impact, and identify interventions to help you transform and improve your SSC. Laurence Collins & Neera Mayor, Deloitte Breakout sessions
11:10
Pre-conference site visits
Day 2 – 15 September
Analytics demonstration – during refreshments and networking 10:50 – 11:10
Conference planner
Evening event – 14 September
Breakout 1: Panel – Will Robotic Process Automation truly transform the shared service operating model? Whether or not you are of the opinion that the term ‘robotics’ is nothing more than a clever marketing ploy – the technology and application within shared services has gained significant traction and seems to be here to stay. During this session we will draw on experience from a number of companies who have already implemented robotics to debate: • To what extent can robotics penetrate the processes typically performed in shared services? • Robotics is making head-way, but will robotics truly transform the make-up of the workforce in a shared services organisation? • Does robotics now present a valid alternative for going offshore and even BPO? Panel to be chaired by David Wright, Deloitte, Panel Venkataraman S V, Head Of Institutional Operations – Offshore Hubs, ANZ Bank, Faisal Iftikhar, BT & Steve McCrystal, Global Head of Shared Services, Vodafone Breakout 2: Panel – Trends within public sector shared services In this panel our UK Public Sector Lead for shared services Deborah Gregg will lead a discussion on the unique success factors that enable the establishment and management of shared services in the public sector. The discussion will explore areas such as: • Stakeholder and people engagement in a complex political environment. • Advances in technologies – which ones are gaining traction in the public sector market. • How to accelerate the speed of change. Panel to be chaired by Deborah Gregg, Deloitte Panel Dr Jaime Quesado, President, ESPAP, Carolyn Williamson, Director of Corporate Resources, Hampshire County Council, & David Harker, Deloitte
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
11:10
Evening event – 14 September
Day 2 – 15 September
Breakout 3: ISS – Developing a mature relationship with BPO providers: Maximising potential and adding strategic value Founded in 1901, ISS has grown to become one of the world's leading facility services companies. It offers local operations in more than 50 countries across the globe, serving thousands of public and private sector customers. In 2014, ISS selected Cognizant as its strategic BPO partner to provide Finance and Accounting (F&A) business process services across all territories to enhance quality, further optimise and align their finance processes and reduce costs. The transformation will take place over a period of 7 years. As BPO Director, Lars Nordestgaard Nielsen has overall responsibility for this transformation. During this session Lars will provide insights into: • The approach and strategy behind this transformation. • How you can select and establish a relationship with a BPO provider that allows you to derive and capture continued strategic value. • ISS’s transition to BPO – including achievements to date, challenges encountered and lessons learned. Lars Nordestgaard Nielsen, BPO Director, ISS Breakout 4: Computacenter – War stories from the front line. The battle to retain talent in Budapest The BPO and shared services centre market is booming. The days of these centres being purely ‘back office’ are over and employees want, need, and demand more. With mature markets saturated with shared services centres, the war for talent is on. Employees treat employers as a commodity, if the product (employer) doesn’t work for them, they can easily change and pick another product off the shelf. Computacenter’s shared services centre in Hungary has invested to drive overall employee engagement, keep a lid on attrition and generate improvement initiatives with impressive results. Jamie Davies will share practical ideas with impressive results on: • The agile framework you can put in place to ensure you hire people with values that match, improve overall employee engagement and reduce flight risk. • The focus on developing the emotional intelligence competencies of managers and team leaders. • Doing this in parallel to improving efficiency, service delivery and expanding scope. • How you can get buy-in for this investment from the wider business. Jamie Davies, Finance Shared Services Manager, Computacenter
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
11:10
Evening event – 14 September
Day 2 – 15 September
Breakout 5: Becoming an insight-driven organisation. The role of shared services and global business services in enterprise-wide analytics Analyst firm IDC estimate that, by 2020, the amount of digital data produced will exceed 40 zettabytes (or 44 trillion gigabytes). To put that figure in perspective, that’s the equivalent of generating 5,200 GB of data for every man, woman and child on Earth. Organisations are already beginning to leverage data and analytics to provide better customer service, improve operational efficiency and development of new products and services, as well as to enhance the decision-making process. But how can shared services or Global Business Services organisations build sustainable analytics capabilities which consistently deliver value to the business. In this workshop, David Anderson & Natalie Williams will explore: • How centralised analytics capabilities in shared services can not only drive operational effectiveness, but how the shared services can become the engine room for analytics. • Non-technical elements of analytics, including putting in place an analytics strategy. • Finding the right talent, organising for success, and developing an ‘insights process’. • Building credibility for analytics led out of the shared services. David Anderson & Natalie Williams, Deloitte Breakout 6: Will Global Business Services/SSCs prove to be the pioneers of technology-led workplace innovation? Or an opportunity missed…? With the ever-increasing “collision” and complexities of corporates’ talent, technology, global location and physical workspace agendas, this session brings together a diverse range of Deloitte and Herman Miller research to question whether the Global Business Services/SSC environment should be the pioneer of the “future of work”, successfully capturing the benefits of technology-led workplace innovation, the energies and aspirations of the Millennial workforce and the power of the connected corporation. Or will it be an opportunity missed? The session will demonstrate how innovative organisations are already tearing up the rule book of functional and “departmental” thinking of the past half-century to adapt to the hybrid workforce and teaming models of tomorrow. And how this approach is coming through in the innovative blending of talent, technology, location and workplace decisions in Global Business Services/ SSC environments. Mark Catchlove, EMEA Director of Insight, Herman Miller; Martin Laws, Global Work+Place initiative Lead, Deloitte
17
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
11:10
Evening event – 14 September
Day 2 – 15 September
Breakout 7: Transforming your Tax operating model Increasingly organisations are reviewing their tax function to determine the optimal mix of insourced and outsourced capabilities, leveraging their Global Business Services structures where possible. This session will explore how Deloitte has partnered with a global corporation to transform their EMEA Corporate Income Tax Return process through the establishment of a captive centre of excellence (CoE) for Corporate Tax activities. It will also focus on the client’s mixed model, partnering with Deloitte Tax capabilities to deliver compliance across Europe. James Tooley & Demian de Souza, Deloitte Breakout 8: J&J – Continuous Improvement (CI) within P2P: How they used CI in the P2P process to improve effectiveness and grow the organisation J&J started its shared services journey in Europe over 10 years ago with the establishment of a centre in Prague focusing in on Procure to Pay. Following its early success, the centre’s scope quickly expanded and today the organisation consists of around 400 employees delivering services in the area of Accounts Payable, Accounts Receivable, General Ledger, Reporting and Closing, Master Data, Transition, Testing and Indirect Tax. Over the next two years, the organisation will expand beyond finance to bring into scope around additional 300 FTEs delivering Procurement and HR processes in a bid to standardise and centralise all ‘support’ activities in Europe. This scope is also in line with the 4 other regional J&J centres around the globe. According to David Mansfeld, one of the foundations for the centre’s success has been the establishment of a Continuous Improvement (CI) framework operated in collaboration with a network of global process owners. Here, David will illustrate how this approach has been applied – with specific examples in the P2P space: • The creation of a CI team to support and optimise the P2P process – with real life examples. • Enabling technologies used in P2P. • How the CI framework is applied and the role of the global process owners. • Plans to evolve the CI approach and framework to fit the new global services model. David Mansfeld, Managing Director & Prague Site Lead, 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, 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
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
Day 2 – 15 September
Discussion forum 11:15
Discussion 1: Developing a shared services or Global Business Services business case Susana Cambeiro-Gesto, Simon Muller & Kalpesh Mistry, Deloitte Discussion 2: The impact of Brexit on Shared Services The UK has a new Prime Minister and while some of the immediate political uncertainty has eased, it is clear that the precise nature of Brexit will continue to evolve over the next few years. While no one can predict the nature of changes coming up, during this session Punit Bhatia will discuss: • The key factors that could change • The impact that these changes could have on Shared Services • What Shared Services leaders can immediately do as a result of the changes Punit Bhatia, Deloitte Analytics demonstrations – during breakout sessions and discussion forums
11:15 – 11:35
CFO dashboard CFO Management Reporting demonstration offers an illustrative KPI dashboard which depicts organisational performance against strategic objectives; pricing analysis and improvement opportunities and asset efficiency and working capital optimisation. The demo will be relevant to those looking to understand the CFO’s needs, aligning to them to move up the value chain and realign KPIs and SSC metrics to better fuel performance at Exec level. Orla Dunbar, 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 Xccelerator™ (VDX) is an example of how analytics can transform the way data analytics is used to make business decisions. VDX provides real-time, visual representation of the impacts of key options regarding an organisation, process changes and locations when considering shared services and outsourcing and showcases how analytics can help improve decision making at your organisation. Richard Sarkissian, Deloitte
12:00
Transition to breakout sessions, discussion forums and analytics demonstrations
43
Logistics 47
Evening event – 14 September
19
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
Evening event – 14 September
Day 2 – 15 September
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) with different systems, processes, people and locations brought challenges to the formation of Tarmac’s shared service centre. Despite a less than ideal foundation for establishing a shared services centre, it continues to face the same challenges that any centre does: demands from the business for better and more cost-effective service. At last year’s conference Andrew shared his insights into the challenges the team faced and how they managed successfully to accelerate stabilisation at the same time as improving services. Now stabilised, its organisation has shifted into delivering better controls and compliance through enabling technology. Andrew Parris will share: • A brief history of the centre and progress since the 2015 conference. • How they identified and selected technologies to improve controls and compliance – the Blackline solution. • The change management approach around the technology implementations. • How they have moved from stabilisation to optimisation – what that means for the make-up of the team. Andrew Parris, Director of Shared Services, Tarmac – a CRH Company Breakout 2: Shared services & Global Business Services feasibility Though many organisations are tempted to skip this stage, a feasibility study is an important step in transforming your backoffice functions. Whether you are just starting out or looking to redefine your business model, the foundations you lay during this time will be critical to achieving your desired vision and end goals. It’s also an important tool in your change management arsenal. So how do you justify this investment and make the most out of this? During this session, Dorthe Harding Keilberg will share her recipe for success, including: • Key steps: why it’s important to start by defining a clear vision. • Tried & tested tools and techniques. • How you can get the maximum stakeholder engagement even in the early stages: what skill sets will you need and where in your organisation should you source these? • Considerations when building a robust business case: to what extent is it worth trying to quantify ‘value’ above and beyond FTE head count savings? • How do you prepare to realise the benefits lined up? Dorthe Harding Keilberg, Deloitte Breakout 3: BPO panel We are moving into a new phase of relationships in BPO contracts. As we enter the age of third and fourth generation deals, a number of companies are looking to leverage more than just the labour arbitrage and technical innovation provided, and are wanting to build deeper partnerships, with more tightly integrated teams and new ways of working. However, the road to this new world of BPO is not smooth and there are significant barriers to be overcome. During this panel, we will discuss, benefits and challenges and share ideas and war stories with three Clients that have extensive BPO contracts. Panel to be chaired by Mark Craddock, Deloitte Panel Liz Ditchburn, Head of Outsourcing, Kimberly-Clark, Erik Goessens, Director Partnership Development, Philips & Gary Critchley, Finance and Shared Services Leader, National Grid
20
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
12:10
Evening event – 14 September
Day 2 – 15 September
Breakout 4: Creating value through transforming the ‘retained’ function – enhanced business partnering to create a ‘Front Office Finance’ of the future As the cost and size of Finance is being driven down through centralisation and automation, the future of Finance lies in its role as a strategic partner to the business. Centralisation of high-value activities such as decision support has become the new normal, and there has been a drive towards redeploying or freeing-up resources locally in ‘retained’ finance to focus on value-enhancing business partnering. But many organisations often treat the definition of the ‘retained’ function as a slimming-down exercise, expecting local teams to simply stop doing their old activities and pick up partnering activities which were non-existent before. The risk of a poorly defined business partnering vision, strategy, and talent and capabilities assessment can be that business partners are not clear on what they should be spending their time on, and how they best support the business priorities with insight and agility. It is the front line business who feel the pain when they are unable to get the strategic advice they really need from Finance. This workshop will look at the view of ‘Front Office Finance,’ for example: • How to redefine a holistic vision for Finance, with Finance being at the forefront of business decision-making through business partnering, whilst leveraging data and insights generated by Global Business Services or CoE. • How to build commercial knowledge in Finance in order to support the growth agenda of the business. • How to ensure your retained Finance teams and business partners understand the changing business priorities and how best to support them. • How to develop and enhance the people skills and capabilities that are needed to build trusted-advisor relationships, and proactively partner the business. David Anderson & Alice Stephen, Deloitte Breakout 5: Swiss Re – A stakeholder view of shared services, Global Business Services and BPO The transition from old ways of working to new is fraught with challenges, both for individuals and teams at all levels of an organisation, as expectations about their core responsibilities and behaviours change significantly. While the business case for starting this journey and target operating model may be different, one thing that all these organisations have in common is how tricky it can be to address the change challenges of various stakeholder groups involved. Failure to manage both the people and cultural aspects of a transformation programme effectively can prevent the realisation of initial and indeed continued benefits, no matter how compelling the business case is. During this interactive session, Peter Hämmerli, Head of Service Delivery at Swiss Re & Jayanth Poorna, Global Business Services change management expert at Deloitte will share: • How a well-designed change management plan can assess and address the change impacts effectively for each identified stakeholder group. • How you can approach and maintain employee engagement and alignment when you are dealing with different centres, functions and talent pools. • Hints and tips to gaining acceptance and reducing the risk of ongoing tension within a multi-function, multi-business, multilocation and multi-sourcing environment. • Ongoing challenges and considerations: how important is it that you have the same governance, service delivery, talent management and culture in the shared services organisation as with the retained organisation? Is this even possible? Peter Hämmerli, Head of Service Delivery Global Services, Swiss Re & Jayanth Poorna, Deloitte
21
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
12:10
Evening event – 14 September
Day 2 – 15 September
Breakout 6: ESPAP – Building a shared service organisation in the public sector ESPAP is responsible for development and administration of shared services within Public Administration in Portugal. Assisting over 150,000 employees, its services cover finance, HR, procurement, IT services, vehicles and logistics, and infrastructure services. At last year’s conference Dr. Jaime Quesado shared his insights into the challenges they faced establishing a multifunctional shares services in the public sector. Now 12 months on, their focus has shifted to expanding the remit of its virtual SSC network solution using enabling technologies. During this session Dr. Quesado, will share: • How can you attract new customers in an environment where adoption of services is voluntary? • Expanding the remit of virtual shared services. A deep dive into e-procurement and Cloud. • Achievements to date, lessons learned and vision for 2017. Dr. Jaime Quesado, President of ESPAP – Entidade de Serviços Partilhados da Administração Pública, I.P. (Portuguese Shared Services Entity for the Public Administration) Breakout 7: Selecting your location, and how to make it work Over the last 2 years companies have been presented with a wider choice of locations for their Global Business Services and shared services centres. Tier-2 and Tier-3 cities are being explored across Europe, Asia Pacific and the Americas. But as Global Business Services and shared services increasingly take-up more complex and higher value-adding processes, carving-out the optimal service delivery model and selecting the locations to suit is far from simple. In parallel, the growing global war-for-talent often means that implementing a location decision and growing the Global Business Services or shared services comes with challenges – even in the most favourable locations. Here, DFDS and Deloitte’s site selection professionals will dive into these themes, using practical examples to address such topics as: • What goes where? – latest insights into location trends. • The future of the tiered/dispersed service delivery model. • What does location really mean to the SSCs operating environment? • How do you mitigate location challenges as you set-up and build-out your centre. Thomas Bo Jørgensen, Senior Project Manager Transformation Office DFDS, Elias van Herwaarden, Deloitte, 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
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
12:10
Evening event – 14 September
Day 2 – 15 September
Breakout 8: Delivering a globally compliant payroll solution In this session, using insight and experience, we will look at the key themes in this area and will answer all of the questions you have on global payroll services. For example: • What are the current trends in global payroll? • How do clients select a global payroll service? • What does an implementation of a global payroll look like? • What are the pitfalls of a global payroll service? • How should I structure my internal resources if I have a global payroll service? Daryl Knight & Jennifer Hall, Deloitte Breakout 9: ANZ Bank – Achieving best in class robotic process automation ANZ is one of the five largest listed companies in Australia and the number one bank in New Zealand. ANZ operates in more than 34 markets across Australia, New Zealand, Asia Pacific, Europe, America and the Middle East including a technology and operations centre in Bengaluru, India. ANZ have been working with Automation Anywhere for around 18 months and now have over 500 robots in their digital workforce. Join Venkatarman S V, Head of Institutional Operations, ANZ Bank and Ankur Kothari, Co-founder & Chief Revenue Office Automation Anywhere, for an enlightening discussion of real world business challenges and how Robotic Process Automation is driving transformational business process improvement on an enterprise scale: • Learn how ANZ is leading an industry in improving processes; and • Liberating people to focus on higher-level contributions to the business. Venkataraman S V, Head Of Institutional Operations – Offshore Hubs, ANZ Bank & Ankur Kothari, Co-founder & Chief Revenue Officer, Automation Anywhere
23
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
Evening event – 14 September
Day 2 – 15 September
Discussion forums 12:10
Discussion 1: Winning the PR battle. How and why you need to industrialise the selling process within your shared services or Global Business Services organisation Deborah Kops, Founder & Managing Principle, Sourcing Change & Adam Cogley, Deloitte Discussion 2: Next generation service level agreements Kim Burton, Laurence McCall, Deloitte Discussion 3: Talent in shared service centres – a nest to nurture or safe haven to stay put? Jamie Davies, Finance Shared Services Manager, Computacenter, Emma Lawson & Ed Walker, Deloitte Analytics demonstrations – during breakout sessions and discussion forums
12:10 – 12:30
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. Robert Jan Huizing, Deloitte
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. 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
13:30 – 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. Feargus Murphy & 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
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Evening event – 14 September
Day 2 – 15 September
14:15
Plenary 4: Deloitte tech trends 2016 As Deloitte’s Chief Technology Officer, Bill Briggs is a strategist with deep implementation experience – helping clients anticipate the impact that new and emerging technologies may have on their business in the future, and getting there from the realities of today. As CTO, Bill is responsible for helping to define the vision for Deloitte, identifying and communicating technology trends affecting clients’ businesses, and shaping the strategy for Deloitte's emerging services and offerings. During this session, Bill Briggs will cover: • Deloitte’s 2016 tech trends that are likely to disrupt businesses in the next 18-24 months: block chain to augmented reality, the Internet of Things, socially responsible applications of technology and more. • Areas likely to be more ‘disruptive’ to shared services and global business services operations. • Macro-economic and political trends and the impact that they will have on Global Business Services organisations. Bill Briggs, Chief Technology Officer, Deloitte
14:50
Plenary 5: GE: Enabling Business Agility – building an 8,000+ strong multifunctional shared services organisation in 3 years GE Global Operations is on a journey to be the world’s best shared services operation, enabling GE’s strategy by delivering for customers, businesses, investors and employees. Bjorn Bergabo will talk about: • The changes GE has made in its enterprise strategy over the last year • How the continuing evolution of the company’s shared services is helping to accelerate that strategy through a multi-functional global business services organisation. • How the company’s simplification initiative and cultural transformation have led to better outcomes at a lower cost for GE and its customers. • What does the future look like and what lessons have been learned to help future implementations. Bjorn Bergabo, General Manager, GE Global Operations for Europe, Russia & CIS, GE
15:25
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
Logistics 47
25
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
Evening event – 14 September
Day 2 – 15 September
16:40
Plenary 7: Panel – Emerging Technologies In the 18 years that this conference has been running, we have seen trends come and go. If there is one trend definitely not in doubt this year – it’s the re-emergence of enabling technologies. Just 3 years ago, the enabling technology market seemed to have plateaued. Now there is a wealth of new solutions on the market gaining traction. Technology seems to be in…not just as an alternative to low cost locations and labour arbitrage, but as a means of creating value in a shared services/Global Business Services environment and elevating operations above the realms of ‘back-office’. But with a myriad of new ‘buzz words’ from robotics to Artificial Intelligence (AI), to Cloud…where should you really spend your limited time and resources. Our panel will debate: • Of the new enabling technologies on the market – which are the ones that are gaining traction? • Hype versus reality….? To what extent will Cloud replace the ERP market? To what extent will we all be employing robots by 2020? • How does the business case/change management challenge change with some of the new solutions which are less reliant on IT? • How do you ensure you are bringing your IT team along for the ride? • What can we learn from the SMAC which is available on the street…are we catching up in a business environment? Panel to be chaired by John Tweardy, Deloitte Panel: Tony Glynn, AstraZeneca, Deborah Kops, Sourcing Change & Bill Briggs, Deloitte & Gabriele Dutz, Head of HCM & learning systems, KUKA
17:30
Speed Networking Before the main Evening event at the Kais (19:00-23:00), we will be hosting a speed networking session in Auditorium II. This will enable delegates to quickly connect with a number of like-minded professionals before the evening event where you will have the opportunity to re-connect and take conversations further. There will be two sessions: One connecting people by SSC function (e.g Finance, HR, IT, Multi-function) and another by Industry (e.g. Financial Services, Private Sector, Public Sector etc). The format will allow people to chat one on one – for a few minutes each time – with as many other delegates as the time allows. It will be an informal session with refreshments provided. 2016 will be the first time we have run this session so we welcome any feedback after the session.
26
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Evening event
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
Kais Located by the riverside docks, Kais, our location for the evening, is one of the landmark features in the stretch, mid-way between Cais do Sodre and Alcantara. It is housed in an impressive late 19th century warehouse, which was once used to generate energy for the famous Portuguese trams that still that transport people around the narrow streets of the capital today. There's an industrial quality to the interior of Kais, with the design drawing on the building's history and times gone by of the city within which it proudly sits.
Evening event – 14 September
Day 2 – 15 September
On arrival at the venue, you will be welcomed by hundreds of candles and warm lighting transforming this immense venue into a setting with a truly intimate atmosphere. As you socialise and enjoy drinks with your peers you’ll be able to mingle amongst the live cooking stations and food stalls offering bites of the best that Portugal has to offer.
Alternatively, if you prefer to return to your Deloitte booked hotel after day 1 of the conference, shuttle buses will operate from the CCL immediately after the close of day 1 until up to 18:30. The choice is yours!
Last year, the evening event was hugely popular – and this year promises to be even bigger and better. If you want to come away with a solid network of experts from attending the conference, the evening event is THE opportunity to build those relationships. Don’t forget to register for this when you register for the conference. Getting there and back From 18:45 – 19:30 shuttle buses will be available from the Deloitte recommended hotels to our evening venue: Kais. Alternatively – if you do not need to return to your hotel room, you are invited to join us for drinks and networking with the Conference sponsors at the Centro de Congressos de Lisboa (CCL) from 17:30. Or you can simply make yourself comfortable at one of the many work stations and sheltered meeting spaces available to you whilst you wait for the shuttle buses which will transport you to the evening event from 18:45.
A shuttle bus service back to Deloitte booked hotels at the end of the evening will be available from 21:30 – 23:00.
17:30
Conference closes
Option 1: Drinks reception & networking at the CCL (17:30 – 18:30) 18:45 Coaches from the CCL to Kais for the networking dinner Option 2: Return coaches to Deloitte booked hotels (17:30 – 18:00) 18:45 – 19:30 Coaches from Deloitte booked hotels to Kais for networking dinner 19:00 – 23:00 Networking dinner at Kais 21:30 – 23:00 Coaches depart back to Deloitte hotels
27
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
8:45
Evening event – 14 September
Day 2 – 15 September
Welcome to Day 2 Peter Moller & Nick Prangnell, Deloitte Plenary 8: Integrated Global Services – The newest brand fuelling growth at Campbell In 2015, Campbell Soup Company embarked on an ambitious agenda to improve company agility, grow faster, and unlock shareholder value. Integral to that strategy was the creation of Integrated Global Services, led by Ed Carolan and reporting directly into the CEO. Comprised of nine operational functions providing a range of transactional to knowledge-based services around the world, IGS is quickly transforming the way Campbell works to fuel growth, and helping to reshape our company for new generations of consumers. During this session, Ed Carolan will argue that the traditional thinking and positioning of shared services has held us back. He will share his unique recipe for shared services success, which include: • Run it like a brand • Build it to lead change • Make it a cool career Ed Carolan, SVP & President Integrated Global Services, Campbell Soup Company
9:25
Plenary 9: Business ecosystems come of age – Implications for business models and shared services Explore the new world of “business ecosystems” and how leading companies are moving beyond traditional industry silos into richly-networked ecosystems. This session will cover real-life examples of how Li & Fung, eHow.com and other companies have built innovation into their business models – and how strategic outsourcing played a critical part. Jacob Brunn-Jensen will also reflect on the role shared services and Global Business Services can play to help organisations move to – and succeed – with these innovative new business models. Jacob Bruun-Jensen, Deloitte
“I found the Deloitte conference the best one – and I have attended several during the past two years. The conference provided high quality sessions and excellent insights into the recent trends in HR transformation, latest technology robotics, and good practices in global business services. Plus great networking and excellent conference facilities with a modern touch, such as the functional app.” Business Services Director, Coca-Cola Hellenic
28
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
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
10:10
Plenary 10A: Panel – Centres of Excellence (CoE) – From providing shared services to delivering excellence Most shared services implementations start with transactional processes such as P2P or O2C. However once this transactional scope has been fully migrated there are still typically many activities still left in the retained organisations that could be centralised. Many organisations choose to build centres of excellence to handle such higher value add activities. In this break out we will explore what leading organisations are doing with their CoE initiatives and touch on topics including: • Are CoEs required for higher value activities or can these simply be put into an existing shared service centre? • What governance structure is required for a CoE and who should it report to? • What activities are best served from a CoE? • Can CoEs be located nearshore or even offshore? Panel to be chaired by Miguel Eiras Antunes, Deloitte Panel Alf Franzoni, Head of Business Services Platform, Siemens, Nuno Ferreira Pires, Executive Committee Member – Global Marketing & Sales, Grupo Pestana, João Dias, Global MIS Manager, H.B. Fuller, Pedro Tavares, Global Engineering CEO Leader, Deloitte Plenary 10B: Human Capital trends and the implications for HR shared services 2016 will be a disruptive year, as new models of management, open feedback, new HR platforms, and organisation design take centre stage for the human capital agenda. Brett Walsh leads Deloitte’s Global Human Capital Practice and consults at the senior level on HR strategies, merger integrations, organisation design and major transformation programmes. During this session, Brett Walsh will cover: • The key Human Capital trends which are disrupting the workforce landscape. • Areas of particular importance for HR shared services teams: digital technology, robotics, service delivery model, employee experience. • E xamples of how organisations are stepping up to meet these challenges and opportunities. Brett Walsh & Emma Leonis, Deloitte
Logistics 47
10:50
Refreshments and networking
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
Evening event – 14 September
Day 2 – 15 September
Breakout sessions 11:10
Breakout 1: Shared services/Global Business Services centre transition and migration planning Since the start of this conference, we have covered hundreds of shared services centre transitions… so why do companies still get it wrong and why have we not learned from some of the lessons in the past? Hear from Mark Craddock who has managed multiple transitions about the intricacies and pitfalls which most often trip companies up: • To what extent is it important to fully plan and scope out a transition versus a just get on with it approach…is there a happy medium? Is there such a thing as a transition plan which doesn’t change? • Getting your ducks (or rather stakeholders) in line before you start. How should the relationship with stakeholders affect your approach to transition assuming you may not always have everyone on board? • Why you need to elevate change management to a critical path activity. How you need to manage change differently in different geographies. Mark Craddock, Deloitte Breakout 2: Tetra Pak – Regional shared services model for mid-size organisations – How Tetra Pak progressively built a hybrid regional delivery model Tetra Pak began its shared services journey around 12 years ago with the establishment of a shared service centre in the UK delivering transactional finance services (PtP, OtC and RtR) to European and North American legal entities. This was meant to be the first step in a journey with plans to extend the model to the rest of the world. A few years later, with the UK service centre falling short of the original benefit case, Tetra Pak decided to outsource the activities of the service centre to a third party service provider and closed the operations. In 2010 Tetra Pak had in-shored the RtR activities which had been outsourced to the third party provider.In 2011 Tetra Pak started formulating a new strategy and operating model which they have implemented over the following years. The new streamlined operating model has consolidated the RtR activities of all the geographies into five regional hubs and the PtP/OtC activities to a third party service provider with operations in China & India. This story provides an impressive take on what can be achieved with a vision of the end state, sound stakeholder management and a structured & pragmatic approach, despite initial set-backs. During this breakout session Christian Moraldo will share Tetra Pak’s story and outlook, including: • How they incorporated learnings to avoid the errors of earlier setbacks. • How they managed to deliver the expected savings and benefits. • Big bang versus phased? – Why a more pragmatic ‘stepped’ approach made sense. Christian Moraldo, Vice President Group Financial Control, Tetra Pak
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
11:10
Evening event – 14 September
Day 2 – 15 September
Breakout 3: Building quality and consistency of service with well-applied contact centre operations. Practical tips for Global Business Services and shared services leaders In today’s increasingly mobile and real-time world, customers’ satisfaction has never been more important. Their feedback, both good and bad, is integral to shaping service quality and overall brand. Though many organisations are tempted to skip this thinking, developing the right customer contact model and operations is an important step in transforming your back office functions. Whether you are just starting out, looking to refine your model or move towards Global Business Services, the investment (financial, time and effort) spent here will be the critical element in order to gain trust, deliver service excellence and ultimately achieve your desired goals. During this session Richard Small will focus on: • The step change in customer mind-set – why we are increasingly seeing ourselves as consumers both in and out of the workplace. • Considerations when building a robust and scalable contact centre. • Emerging trends, technologies and engagement tools. • His lessons learned: how not to forget your customers. Richard Small, Deloitte Breakout 4: Leiden University – Continuous Improvement (CI) An inspiration for both public and private organisations – Leiden University has transformed from a decentralised finance administration with paper intensive processes to a finance shared services with fully digitalised processes which draw daily on data analytics as a means of achieving continuous improvement. By stacking up project results from several smaller projects, it has created a multiplier effect allowing far greater results than those expected. During this presentation, Rob van den Wijngaard from Leiden University and Dirk Westra van Holthe from Deloitte will discuss: • Applied technology implementation, the basic principles, pitfalls, best practices and delivered results. • Action management in a shared services environment. • VAT coding, compliance and continuous improvement. Rob van den Wijngaard, Manager Finance SSC, Leiden University & Dirk Westra van Holthe, Deloitte
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
11:10
Evening event – 14 September
Day 2 – 15 September
Breakout 5: Voith – The impact of Cloud on HR process optimisation and the shared services operating model Voith’s HR transformation journey started three years ago, with an initial feasibility study into the creation of a global HR shared services organisation with a global HR Process Framework to support more than 20,000 employees who were located across 50 countries. Following a process-led approach, Voith has successfully started to implement Cloud functionality (in parallel to global process design) across end-to-end HR processes (170+ in total) and shared service hubs in Germany (Europe scope), the US (North America), Brazil (South America), and China (Asia Pacific). During this session, Ralf Clausen & Markus Helle will provide insights in to: • The strategy behind the HR transformation. • Features of a successful process-led design approach. • The impact of Cloud on process optimisation and the shared services operating model. • Lessons learned and critical success factors when moving to regional shared services and the Cloud. Ralf Clausen, Head of CoC HR Information & Service Management, Markus Helle, Head of HR Process Management & Analytics, Voith & Hendrick Schmahl, Deloitte Breakout 6: National Health Service: Going digital – NHS Shared Business Services NHS Shared Business Services (SBS) has one of the biggest supplier networks in the whole world: it’s story is unparalleled, with many lessons learned along the way (not all of them good). Previously NHS SBS was crippled with a disconnected Supply Chain and 30,000 daily inbound invoices from 175,000 suppliers worldwide. Processing time lagged and managing paper was accounting for a significant chunk of its operating costs. The solution came in the shape of ‘Lean’ tools and enabling technology. NHS SBS call centres have seen a significant reduction in invoice status inquiries. They have been able to eliminate up to 14 million pieces of paper each year. E-invoices sent through Tradeshift went from zero to almost 25,000 per month in 17 months, meaning that all of those invoices were received, registered and fulfilled digitally. Gary Connolly will cover: • A brief overview of the NHS Shared Business Services operation. • The invoice challenge, enabling technologies investigated and how they built a business case. • Continuous improvement at NHS SBS and why it choose Lean. • The structure NHS SBS put in place to support the roll out of Lean and lessons learned. Gary Connolly, e-Invoicing Manager, NHS SBS
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
11:10
Evening event – 14 September
Day 2 – 15 September
Breakout 7: Insight-driven shared services centres – unleashing the power of predictive intelligence and analytics For decades, shared services have understood the notion that “what gets measured, gets managed”. Consequently, small incremental levels of improvement gain in efficiency and effectiveness can undoubtedly be attributed to the process of measurement and monitoring. The recent challenge has been how to embed smarter and more intuitive mechanisms of continuous improvement that yield even greater improvements than achieved historically. This session will explain how the advent of machine-learning applications, combined with more holistic data management approaches, can now reveal the complex set of relationships and linkages that exist between the various elements that drive service management effectiveness. The session will include: • What do we mean by insight-driven shared services? • Machine-learning applications – who are the providers? • How do you build a business case? What is the payback and to what extent do you need to rely on IT? • Case studies and an overview of Watson Analytics in a shared services centre context. 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 discussion up to the audience to drill down into a number of interesting areas including: • What are the key considerations when defining or changing your relationship model? How much could be centrally owned and what can be managed ‘in function?’ • The ‘art of the possible’ – what can be owned by whom? • How do changes in industry regulations impact the way you define or redefine your governance model? Derek Smith, Global Head of Sourcing Strategy, UBS
33
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
11:10
Evening event – 14 September
Day 2 – 15 September
Breakout 9: Internal controls – Service Centre controls and impact of Robotic Process Automation (RPA) Cost reduction remains a key focus area to support profitability and growth. The business is increasingly asking the Internal Audit, Controls, Compliance and Ethics teams how can they participate and support the cost reduction journey, while maintaining a solid internal controls environment. There is a significant opportunity for organisations to leverage the existing shared services arrangements and build a centralised, cost-effective risks, controls and compliance function. Ani Sen Gupta will share: • How organisations can transfer transactional as well as certain specialised one-off activities under the risks, controls and compliance functions to an offshore shared service centre. • The business case for offshore shared services compliance centres. • The opportunity for controls service centres to improve their use of leading edge technologies, robotics and the ERP platform across the organisation. • How to better deliver standardised controls operation and monitoring activities. • How to strengthen all the three lines of defence and drive the ‘improve business performance’ agenda through a transparent reporting framework. Ani Sen Gupta, Deloitte Discussion forums
Conference sponsors
43
Logistics 47
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 & Diana Borys, Deloitte
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
Evening event – 14 September
Day 2 – 15 September
Analytics demonstrations 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. 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 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. Richard Sarkissian, Deloitte
12:00
Transition to breakout sessions, discussion forums and analytics demonstrations Breakout sessions
12:10
Breakout 1: Creative Disruption of your Global Business Services through new technologies and delivery models Procter & Gamble, established ‘Global Business Services (Global Business Services)’ in 1999 as an internal shared services organisation to manage financial and other processes. Since then Global Business Services has grown in scope and evolved considerably leveraging new organisational and partnership models, process transformation and technologies while continuing to increase service quality and reduce costs. Today Global Business Services is a significant contributor to Procter & Gamble’s value creation and cost savings. Global Business Services stands on the verge of significantly disrupting itself with new technologies and delivery models which will radically impact the organisation. During this session their Global Solutions and Financial Services Innovation Leader Ben McCann will discuss: • The shared services journey of Procter & Gamble. • Enablement of financial shared services using technologies such as Runbook Smart Close. • Outlook as P&G’s shared services embarks on a journey of technology disruption. Duncan Wicks, IT Manager, 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
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
12:10
Evening event – 14 September
Day 2 – 15 September
Breakout 3: Meggitt – Implementing shared services and SAP Meggitt is an international engineering group specialising in extreme environment components for aerospace defence and energy markets. What is the right sequence for implementation of your shared services centre and ERP solution – at the same time, before, or after? Meggitt has two shared service centres in the US and the UK and is currently delivering finance services whilst rolling out SAP and transitioning more businesses to the centres. Simon Carr and Susana Cambeiro-Gesto, will provide a candid view of the challenges and benefits of implementing SSC post ERP and at the same time. Simon Carr, Global Finance SSC Director, Meggitt, & Susana Cambeiro-Gesto, Deloitte Breakout 4: Credit Suisse – Talent challenges in FSI global in-house centres – How to manage and retain talent in a time of growth The financial services industry is going through turbulent times. Leaders are striving to restore their profitability and brand status whilst needing to reinvent their business to face up to structural changes in the external market. In this context, financial services have ramped up their near and offshore capabilities in order to reduce costs and leverage specialised talent pools more globally. Markus Hausheer will share: • What is the right balance between cutting & managing costs and investing in & developing talent within your GiCs? • The Credit Suisse approach to talent management. • Adopting a ‘forward looking’ consistent model to respond to challenges and improve sustainability. Markus Hausheer, Location Strategy & Execution, Credit Suisse Breakout 5: KWS – Seeding the future Operating in 70 countries across the world, KWS, one of the world’s largest seed production companies, is supported by an established Global Business Services organisation of 5 regional service centres delivering Finance, Controlling, HR, IT, Legal and Procurement. During this session, Carsten Klapproth will share how KWS are creating a global centre to centralise extended transactional activity, implementing enabling technology, and repurposing the regional centres to meet increasing demands from the business for additional value such as analytics, and more extensive partnering with the business: • The art of the possible in an organisation with €1bn revenue – vision for Global Business Services. • The importance of branding and its intrinsic role in fostering an environment of high engagement and productivity. • Moving up the value chain and delivering a quality service. Carsten Klapproth, Head of Global Services & Alex Gonzalez, Managing Director, KWS
36
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
12:10
Evening event – 14 September
Day 2 – 15 September
Breakout 6: Hampshire County Council – Moving up the value chain Hampshire County Council, which operates a multi-function shared services operation across several other public sector organisations, is embracing new technologies, and is always amongst the first public sector organisations in the UK to push boundaries. At last year’s conference Carolyn Williamson shared her insights into the challenges they faced and how they managed successfully to embrace new technologies at the same time as improving services. During her on-stage interview you will have the opportunity to hear: • The Hampshire County Council story and optimisation through technologies. • The next stage of progress – moving up the value chain. • Expanding the customer base of the shared services centre – how to integrate new customers quickly. Carolyn Williamson, Director of Corporate Services, Hampshire County Council & David Harker, Deloitte Breakout 7: 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
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
12:10
Evening event – 14 September
Day 2 – 15 September
Breakout 8: Sonae Sierra – A growth journey with a strong client focus Sonae Sierra is a key player in shopping centre development, investment, management and provision of professional services activities, operating in several countries in 3 continents. With an overall headcount of ~150 people, Sonae Sierra’s shared services centre provides common and non-common back-office services through a central structure complemented with local backoffices. In this session, Sonae Sierra will share: • Its shared service centre growth journey – how they expanded their customer base to entities outside of the group. • How it has managed to increase their geographically footprint, whilst increasing the overall level of centralisation. • How it managed to successfully achieve highly ambitious growth targets all the while embedding stronger customer focus – improving efficiency and service levels as well as increasing customisation to meet different client needs. Vitor Duarte, Corporate Controller, Sonae Sierra Breakout 9: Panel – Shell and Syngenta Lessons Learned: Managing Processes and Continuous Improvement (CI) Shell have been on a journey for over 10 years which has seen them develop their own shared service centres, Global Process Owners, e2e process management and front line continuous improvement; Syngenta have undertaking a global, enterprise – wide development of a continuous improvement culture including their GBS organisation. The Panel will focus on lessons learned on: • Building a Continuous Improvement (CI) culture. • Developing functional and end to end process ownership. • Developing a system for managing performance end to end. • How digital, innovation and agile are impacting these areas. Panel to be chaired by Geoff Gibbons, Deloitte Panel Patsy Harris Jones, Downstream IT Continuous Improvement Manager, Shell, Neil Shilling, Head of Quality & Operational Excellence, Syngenta, & Jason Chipchase, Deloitte Breakout 10: 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? Jennifer Hall & 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
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Evening event – 14 September
Day 2 – 15 September
Analytics demonstrations – during breakout sessions and discussion forums 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 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 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. Feargus Murphy & Jeff Wright, Deloitte
13:00
Lunch and networking Analytics demonstrations – during and lunch and networking
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. John Salomans, 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
Logistics 47
39
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Detailed agenda
Welcome 02
Day 1 – 14 September
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Evening event – 14 September
Day 2 – 15 September
14:15
Plenary 11: Solvay – Global Business Services, making the ‘owner’ model a global operating success Solvay, a €10bn chemicals company, implemented a full owner Global Business Services model in 2013 – with all employees in the Global Business Services organisation reporting operationally to the Global Business Services leader and the process owners being nothing else than the corporate head of functions. While many organisations have struggled to implement this model fully, Solvay is now reaping the benefits. During this session Guy Mercier will cover: • Why the owner model was chosen over the landlord model and what the benefits have been. • How it has managed to effect significant change from taking an ‘end to end’ process view. • Why senior people were put into Global Process Owner roles and how they have made a difference. • Why Lisbon has been chosen as a key location in its global footprint. Guy Mercier, Executive Senior Vice President – Head of Global Services Strategy & Delivery, Solvay
14:50
Plenary 12: Panel – Functional shared services, Global Business Services or aggressive BPO – which model works best, when and why? Over the two days of the conference we will have heard from organisations that have stayed with functional shared services, organisations that have moved to a Global Business Services model and, in both cases, from organisations that have adopted BPO to greater or lesser extents. In this final panel debate, with two of our industries most experienced shared services and Global Business Services leaders, we will review the alternatives and debate some of the biggest and toughest questions including. • Under what conditions should companies stay at functional shared services or move to Global Business Services? • What are the “conditions for success” that are required for each model? • To what extent does multi-sourcing impact each of the models, and what are the practical considerations to ensure an integrated service delivery environment? • How aggressive should companies be with RPA and/or cognitive technologies? Has this rapid automation technology sufficiently matured to the extent that it can tactically affect structural and sourcing questions? Panel to be chaired by Peter Moller, Deloitte Panel Paul Nicolaisen, VP Global Business Services, & Simone Noordegraaf, VP Global Business Services Europe, Akzo Nobel & Nick Prangnell, Deloitte
15:30
Close of conference – Coaches depart for airport
Logistics 47
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.
Conference planner
05
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.
Pre-conference site visits
41
There is no cost for the site visits.
Conference sponsors
43
Registration for these site visits will close when the event is fully booked. About the pre-conference site visits
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: Siemens & 3s Solvay Shared Services Siemens
About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
Siemens Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. The company is active in more than 200 countries, focusing on the areas of electrification, automation and digitalization. One of the world’s largest producers of energyefficient, resource-saving technologies, Siemens is a leading supplier of systems for power generation and transmission as well as medical diagnosis. In infrastructure and industry solutions the company plays a pioneering role. Our Global Services organization employs more than 20.000 people worldwide supporting the overall company, providing internal services for the group, managing business processes, and ensuring that legal and regulatory requirements are met by means of worldwide standards and regulations. One of the main locations is Portugal in the domains of Accounting & Finance, Human Resources, Information Technologies, Real Estate, Sales Administration and Supply Chain Management. Our employees speaking 14 different languages, coming from 23 different countries and over 80% having university degrees.
Solvay 3S is the preferred e-services company promoting change and driving business added value by developing contractual shared services in Finance, Human Resources and other key activities to increase and sustain the competitiveness of all entities of the new Solvay Group. The Solvay 3S shared service centre was implemented in 2005. It employs approximately 300 full time staff, who are mostly young graduates. The ssc delivers Finance, Procurement, HR & Information Systems. They recently expanded activity to South America and Asia and are recognised globally for efficiency, performance management practices and customer focus. The Solvay 3S shared service centre pride themselves on their recruitment and the training and development of their SBC staff. Agenda items will include; Recruitment, training & development of SBS staff, coordination model between geographies, technical enablers and Performance Management Scorecards. Site visit option 2: eSPap and Sonae Sierra The Service Entity Partile hados Public Administration, IP (eSPap) is responsible for ensuring the development and provision of shared services within the public administration. The eSPap shared service centre employs approximately 300 full time staff. They deliver Finance, HR, Procurement, Fleet Management, IT & PMO services and demonstrate the best ssc practices across the public sector. Agenda items include; Constraints faced by the public sector to implement a ssc philosophy, knowledge transfer between entities within the public Sector and aspiration and targets of the New Strategic Plan for 2015-2017.
Sonae Sierra is a key player in shopping centre development, investment, management and provision of professional services activities, operating in several countries in 3 continents and provides services not owned by Soane Sierra. The Soane Sierra shared service centre is a top performer within Portuguese ssc’s and employs approximately 150 full time staff. They deliver Accounting, Treasury, Budgeting & Reporting and Contract Management (core back office processes). Agenda items will include; ssc participation in core business processes and serving clients outside the organisation, significant growth in terms of clients and geographies served and aggressive optimization journey in the recent past, increasing the level of centralisation. Logistics The site visits will take place the day before the conference on Tuesday 13 September. Therefore, we recommend that you check your calendar and book your travel prior to formally registering for one of these site visit options. You will be required to meet and register at the Marriott Lisbon Hotel at 13:00 (local time) on Tuesday 13 September. Transportation to and from the Marriott Lisbon Hotel will be provided and it is necessary to travel with the group. Each visit will last for approximately 1.5 hours (not including transportation time) and we anticipate that you will return to the Marriott Lisbon Hotel by approximately 17:00 (local time). Once you have registered, you will be contacted and provided with further information. Tuesday 13 September 13:00 R egistration at the Marriott Lisbon Hotel Travel and site visits x 2. 17:00 Return to the Marriott Lisbon Hotel.
42
Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Conference sponsors
Welcome 02 About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
Main sponsor Automation Anywhere is the global leader in delivering the most advanced, enterprise-grade, cognitive Robotic Process Automation (RPA) platform capable of automating any business process. The platform enables enterprises throughout the world to create digital workforces that manage and scale business processes faster, with near-zero error rates, while dramatically reducing operational costs. We believe that people who have more time to create, think, and discover build great companies. It’s why we’ve dedicated more than a decade to providing the world’s best RPA technology to leading financial services, BPO, healthcare, technology, and insurance companies – to name a few – across more than 90 countries. Our intelligent process robots transform the way businesses operate, delivering complex business and IT work across a range of processes including procure-to-pay, quote-to-cash, HR administration, claims processing, and thousands of other front and back office processes. For more information, please visit www.automationanywhere.com. BlackLine is a leading provider of Enhanced Finance Controls and Automation (EFCA) software and the only one that offers a unified Cloud platform supporting the entire close-to-disclose process. BlackLine’s EFCA Platform helps companies improve the accuracy and reliability of their financial reporting, achieve process efficiencies and improve visibility into their Finance & Accounting (F&A) operations. The platform enables customers to move beyond outdated processes and point solutions to a ‘Continuous Accounting’ model. With Continuous Accounting, real-time automation, controls and period-end tasks are embedded within day-to-day activities, allowing the rigid accounting calendar to more closely mirror the broader business. Through BlackLine’s Cloud analytics software, BlackLine Insights, CFOs access real-time data to benchmark, analyze and improve the efficiency and performance of their F&A organisations. The software utilises live, aggregated and anonymised data collected from BlackLine customers. More than 125,000 users across 1,300 companies in approximately 100 countries depend upon BlackLine to increase accountant productivity and elevate controls and compliance functions to Modern Finance status. For more information, please visit www.blackline.com.
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Conference sponsors
Welcome 02 About the sessions
04
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
Blue Prism is the developer of scalable, enterprise-strength software robots which can be combined into a Virtual Workforce of Digital Labour, the first administration alternative to human workers which are capable of completing, rules-based processes more efficiently, accurately and securely. Formed by process automation experts with offices in Manchester, London, Miami and Chicago, Blue Prism has pioneered Robotic Process Automation (RPA) software that transforms business performance and innovation by enhancing core business processes and enabling human employees to dedicate more time to strategic, creative and customer-facing initiatives. The company’s technology is used to automate back office tasks in sectors ranging from banking, telecoms, energy, BPO, government, financial services, and healthcare sectors. Recent research conducted by London School of Economics analysed 14 clients implementing RPA, 10 of which were Blue Prism clients, resulting in the book Service Automation Robots and the Future of Work. For more information, please visit www.blueprism.com I Twitter I LinkedIn Colliers International Group Inc. (NASDAQ: CIGI; TSX: CIG) is a global leader in commercial real estate services with more than 16,000 professionals operating from 554 offices in 66 countries. With an enterprising culture and significant insider ownership, Colliers professionals provide a full range of services to real estate occupiers, owners and investors worldwide. Services include brokerage, global corporate solutions, investment sales and capital markets, project management and workplace solutions, property and asset management, consulting, valuation and appraisal services, and customized research and thought leadership. Colliers International has been ranked among the top 100 outsourcing firms by the International Association of Outsourcing Professionals’ Global Outsourcing for 10 consecutive years, more than any other real estate services firm. Colliers’ recent distinction in Poland include the “Outsourcing Star”, given in recognition of its status as one of the most active real estate advisors in the outsourcing sector. For more information, please visit www.colliers.com. Ranked 2nd in the CEE for ease of doing business by the Doing Business Report, Lithuania is perfectly located at the heart of Europe, with world class ICT infrastructure and a qualified talent pool. A growing number of global companies including Nasdaq, AIG, Western Union, Barclays and many others have already chosen to establish and expand their operations in Lithuania. So, if you are looking for an optimal investment destination, come and talk to us. Our team of expert advisors will provide free of charge advice, contacts and data to help you make the right decision. For more information, please visit www.investlithuania.com |Twitter | LinkedIn | Facebook
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Conference sponsors
Welcome 02 About the sessions
04
Conference planner
05
Detailed agenda
14
As globalisation and the speed of work makes the talent equation more and more complex, outsourcing your recruitment and talent management to experts in strategic planning, talent mapping and resource management is becoming an increasingly appealing solution. Randstad provides the capability, expertise and vision to help you get 'talent ready' – with the best people, solutions and technology to drive business impact, agility and success across the world. Randstad Poland is an operating company of Randstad, the second largest HR services provider in the world with global revenues of €17.25 billion. With 4,500 offices in 39 countries representing more than 90% of the global HR services market, Randstad employs 28,000+ corporate employees dedicated to 'Shaping the world of work.' In the work that we do every day in the world of human resources, we contribute to the communities where we live and work. We help people to shape great careers and have a positive impact on their lives, and we connect companies with the best talent to drive business growth and performance. For more information, please visit www.randstad.co.uk.
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
Redwood Software was founded in 1993 with a single minded mission – to help organisations eliminate the costs, risks and wasted time associated with manual tasks. We robotise all processes within R2R, O2C, P2P and those within Human Capital and the Supply Chain. And we’re constantly evolving the robots’ capabilities so they’re best equipped to improve process efficiencies across other business areas. We’re everywhere our customers are. With offices strategically located around the world, we’re best equipped to provide global organisations with the state-of-the-art Enterprise Process Automation and Robotic solutions they need, as and when required. Today, more than 3,000 customers worldwide use Redwood’s solutions to automate their business processes. No matter what the scale of your challenge, get in touch and let’s map out how to get your organisation on the road to greater process efficiency and effectiveness. For more information, please visit www.redwood.com.
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Conference sponsors
Welcome 02 About the sessions
04
Conference planner
05
Detailed agenda
14
Runbook delivers top-of-the-line financial solutions for companies running SAP. We give the world’s largest corporations the tools they need to create and maintain successful shared service centres. With the Runbook One™ Enhanced Financial Controls and Automation Platform, your company gains a solution that automates, harmonises, and integrates the full record-to-report process across the globe. Our solutions ensure that Shared Service Centers are optimized, running smoothly, and meet their KPI goals. Runbook solutions, including SMART Close, TRUE Reconciliation, SAFE Controls, and JOURNAL Entry, were named best-in-class by Gartner for companies running SAP because Runbook embeds within the ERP system as well as within financial processes. Because Runbook is an embedded solution, your system is always available and never off-line to refresh, ensuring that shared service centres have one version of the truth, regardless of their regional location. Runbook delivers clear financials for companies running SAP. For more information, please visit www.runbook.com. All your suppliers. All in one place.
Pre-conference site visits
41
Conference sponsors
43
Logistics 47
Tradeshift is challenging the status quo of siloed software. We’re fighting for an open, connected way of doing business. Our weapon of choice? A platform that empowers everyone in the trade process and connects you to ALL your suppliers. Procurement, payables, supplier management. Radically nimble and connected. We help you transform the way you work with suppliers today – and adapt to whatever the future brings with an open flexible app platform. For more information, please visit www.tradeshift.com.
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Annual Deloitte Shared Services, Global Business Services and Business Process Outsourcing Conference 2016
Contents
Logistics
Welcome 02 Conference website About the sessions
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For further information and to register, visit www.deloitte.co.uk/sharedservicesconference
Conference dates
Wednesday 14 – Thursday 15 September 2016
Language
English
General information
The two-day conference and evening event, including refreshments, are free of charge to invited delegates. Other costs such as travel, accommodation and general expenses are not included.
Conference planner
05
Detailed agenda
14
Pre-conference site visits
41
Conference sponsors
43
Registration
To register for the conference, visit www.deloitte.co.uk/sharedservicesconference and complete the online registration form. Confirmation of your place will be received within 48 hours, provided you meet our delegate criteria. We recommend that you refrain from booking your travel and accommodation until you have received the final confirmation from us. Please note: • We reserve the right to limit organisations to send a maximum of 3 employees to attend the conference. • We reserve the right to refuse applications from companies who would be considered ‘vendors’ in this space. • Registration will close when the event is fully booked. To avoid disappointment, early booking is recommended.
Accommodation
We have negotiated special conference rates with a number of hotels. Information about the hotels and special rates are available through the official registration website: www.deloitte.co.uk/sharedservicesconference Delegates are responsible for all accommodation costs and will need to provide credit card information to secure their room. The cancellation policy for the hotels is available on the conference registration website. Although great effort has been taken to negotiate the lowest room rates possible we cannot guarantee that these rates are the lowest available and it is always wise to check online rates. We also only have a limited number of rooms at each hotel, so book early to avoid disappointment.
Logistics 47 Location & Transport
The venue of the conference – Centro de Congressos de Lisboa – is located in Praça das Industrias, near Junqueira. The main international airport of Lisbon is the closest airport to this year’s conference, around a 20 minute taxi ride from the conference venue. Parking is available at most of the conference hotels at an additional cost. Please check the hotel websites for further details. Transportation to/from the conference venue and the Deloitte-booked hotels will be provided at the start of each day and the close of day 1. Return transportation to Lisbon airport will be available at the close of day 2. Places are limited and on a first-come-first-served basis.
Currency
The local currency is the Euro.
Attire
Casual business attire is recommended at the conference and evening event.
Weather
The average minimum temperature in Lisbon in September is 17⁰C and the average maximum temperature is 26⁰C.
Time zone
WEST (Western European Summer Time): GMT/UTC + 01:00 hour. Portugal is in the same time zone as London and Dublin and 1 hour behind CET and CEST.
Electricity
In Lisbon, sockets are designed according to the European standards (two-pin sockets) and they are supplied with 220/380 volts. Appliances requiring American-type plugs must be used with adapter plugs. 47
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