4th Shared Services & BPM...

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Process Agility & Cost Optimization In Service And Support Functions - The Imperatives For Global India

Intent. Implement. Impact.

CONCLAVE REPORT

Knowledge Partner

14th November, 2014

NEW DELHI

4th Shared Services & BPM Conclave

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Table of Contents Page No.

Conclave Introduction 3

Welcome Speech & Special Address 4

Key Note Speech 5

Felicitating the Pioneering Leaders of the Industry 6

Unveiling Ceremony of SSF Publication—Process Edge, October 2014 7

Executive Summary of SSF Publication 8

Plenary Session 2 9

Plenary Session 3 10

Presentation I 11

Case Presentations 12

Presentation II 13

Plenary Session 4 14


SSF For You 24

Awards Evening—Special Address & Awards Distribution 17-21

Delegates & Networking 22-23

Excellence Awards & Recognitions 15-16

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Featuring the theme ‘Process Agility & Cost Optimization in

Service and Support Functions’, the 2014 Shared Services

and BPM Conclave focused on the following primary

objectives:

Showcasing BPM as a Strategy to achieve Process Agility

& Cost Optimization;

Gaining momentum for successful implementation of

BPM strategy;

Recognizing Leading Companies/Exemplary Leaders in

SSC & BPM through Awards & Recognitions;

Publish articles and stories on BPM that influence the

3Cs of business sucess.

The Conclave while adapting to Indian context brought a

holistic focus on BPM with Three Streams:

Workshop Panel Discussions & Case Presentations

Release of SSF Publication

Excellence Awards and Recognitions

The event was well attended by more than 100 delegates.

The THREE broad themes for the Panel discussions were:

1. Building Organizations for Tomorrow through BPM— from the lens of CXOs

2. Delivering Business Impact through BPM— The 3Cs (Cost Optimization, Customer Experience and Competitive Advantage)

3. How does the ‘I’ of IT drive Metrics, Process Agility, Risk Management and Decision Support

TWO very powerful presentations by Industry leaders and

experts marked the 2014 Conclave. These were:

1. Articulating and Substantiating Business Impact—

Trends and Insights from Global Operations to be adapted

for developing the BPM Strategy in Indian environment by

H Karthik, Partner, Global Sourcing Practice, Everest

Group

2. How to be ‘Glocal’? Synthesizing Global Practices with

Local (Domestic) Requirements by Anup Vikal, CFO Aircel

Limited


Process Agility & Cost Optimization in Service and

Support Functions—The Imperatives for Global India

Friday, 14th November, 2014 Eros Hotel, New Delhi

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Welcome Address by Mr Sunil Sayal

President, SSF & Region CFO—Nokia Siemens & Networks

Special Address by Mr Anil Sachdev

Mr Sunil Sayal, in his welcome address, explained how the last three conclave events reinforced the need for sharing success stories of Indian Corporations on BPM and their linkages to business impact.

He rightly made the point that, “In today’s economic scenario filled with VUCA, BPM is a clear necessity”.

Mr Anil Sachdev, delivered a special address on leader-ship requirements and provided 6 key dimensions to be focused being a BPM & Transformational leader.

“This Conclave raises the focus on BPM and helps to disseminate its understanding in Global India” said Mr Ravi Ramakrishnan, while introducing the theme of the conclave. He added, “In this fast-paced changing world, since Indian corporations need to deal with the huge demands of ever-increasing Complexity, Variability and Scalability, they are realizing the need for the three ‘I’s for BPM: Intent, Implement, and Impact”.

Conclave Introduction by Mr Ravi Ramakrishnan

Founder & CEO, RvaluE Consulting

—Knowledge Partner to SSF

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Keynote Speech by Mr Raman Roy (Chairman Managing & Director, Quatrro)

In his keynote address, Industry stalwart Raman Roy said that “India has a great potential for Shared

Services & BPM and given the capabilities of our talented people, we can quickly move from a Cost Center to a Profit Center”

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In this Conclave, two distinguished industry leaders were felicitated for their

contributions to the Industry.

SSF honoured Mr Raman Roy (Chairman & Managing Director, Quatrro) with the Pioneering ‘Entrepreneurial Leader’ in Global India Award

SSF honoured Mr Akhil Gupta (Vice Chairman, Bharti Group & Executive Chairman, Bharti Infratel Ltd) with the Pioneering ‘Business Leader’ in Global India Award

The Award was conferred on Mr Roy for his Creativity & for Leading Global Outsourcing Missions to India, delivering Value and Impa ct to Busi-ness, Industry & Society.

(L to R): Mr Sunil Sayal, Mr Anil Sachdev, Mr Raman Roy, Mr Ravi Ramakrishnan, Mr Rakesh Sinha

The Award was conferred on Mr Gupta for his Creativity & Leading Enterprise-wide Outsourcing & BPM Mission, delivering Value and Business Transformational Impact.

(L to R): Mr Rakesh Sinha, Mr T Chandrasekar, Mr V V Ranganathan, Mr Akhil Gupta, Mr R Ramakrishnan


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Mr Raman Roy unveiled the first issue of the Shared Services Forum Journal, Process Edge—Not A Choice Anymore, October 2014 at the Conclave. 1st three copies of the publication were presented by him to eminent leaders at the conclave.

SSF designed the publication to bring out the triggers, approach, strategy, execution and requirements of various segments of Industry.

Mr Raman Roy unveiling the first-of-its-kind publication on BPM, the SSF Journal, Process Edge, which makes a strong statement through its cover story - ‘Not a Choice Anymore’!

SSF took a major step forward to announce its first edition

of Process Edge at the Conclave. As the name reflects, the

publication goes on to share industry insights and case

studies of shared services adoption en route to becoming

a pioneering cog in the wheel of Global India. To survive

in the industry today, you have to do what ‘Romans do’!

And the ‘Romans’ are fast moving towards structured

strategy for their staff and support processes, thus

ensuring cost optimization and greater efficiency, and

gaining a Competitive Edge!

1st Process Edge copies held by : (L to R) - Mr Sunil Sayal, Mr Anil Sachdev, Mr Raman Roy,

Mr Ravi Ramakrishnan


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Process Edge—Not A Choice Anymore: Executive Summary

Mr Rakesh Sinha Vice President & Business Leader, RvaluE Consulting Pvt. Ltd.

Shared Services Forum took a major step

forward and announced its first edition of

Process Edge at the Conclave. As the

name reflects, the publication goes on to

share industry insights and case studies

of shared services adoption en route to

becoming a pioneering cog in the wheel

of Global India.

“If Indian corporations have to retain

and sustain their competitive advantage

and achieve the outcomes of Three Cs

(Cost Optimization, Customer

Ex p er i en ce a nd Com pe t it i v e

Advantage) , BPM is the ‘Hobson’s

choice’, i.e., there is no choice or may

be, a false illusion of choice!”

Mr Amit Trivedi (Head—Business Excellence, Vodafone Shared Services) honouring Mr Rakesh Sinha for his contribution to the Shared Services Forum.


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Plenary Session 2 Building Organizations for Tomorrow through BPM—From the Lens of CXOs

First of the four panels was a CXO Panel where discussions were kicked off on ‘Building Organizations for Tomorrow through BPM - From the Lens of CXOs’. The CXO panel shared their wisdom and practical insights on their planned journey to Excellence!

Mr P B Balaji

CFO, Hindustan Unilever Ltd

Mr Vinod Aggarwal CEO, VE Commercial Vehicles

Mr Saurabh Manchanda Deputy Executive Producer,

ZEE Media Moderator

Mr Rajendra Prasad

President & CFO, SRF Ltd

Mr Ravi Ramakrishnan Founder & CEO, RvaluE Consulting


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Plenary Session 3 Delivering Business Impact through BPM

—The 3 Cs (Cost Optimization, Customer Experience & Competitive Advantage)

Plenary Session 3 brought various Success stories of Delivering Business Impact through BPM – The 3Cs - in Indian & Sri Lankan environment across domains, with business leaders and practitioners as speakers

Mr Kishan Jayasekera CEO, Brandix Mercury

Asia, Sri Lanka

Mr S Balasubramaniam Global Head—Shared Services,

Bharti Airtel

Mr Hitesh Vakil

CEO, Service Excellence Centre

Essel Group

Mr K Ramesh Industry Expert & Consultant

Moderator

Mr Manoj Malhotra CEO, Avantha Business Solutions


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Articulating and Substantiating Business Impact —Trends and Insights from Global Operations

Mr H Karthik, Partner, Global Sourcing Practice, Everest Group, shared an enriching presentation on ‘Articulating and Substantiating Business Impact – Trends and Insights from Global Operations to be adapted for developing the BPM Strategy in Indian environment’. The session was highly informative and interactive.

Mr H Karthik being honoured for his contribution to the Shared Services & BPM Conclave.


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CASE PRESENTATIONS: Redefining Partnering Models—Hybrid, Managed Services, Public Services

The session on Case Presentations focused on the following points:

How Service Partners have become part of the ecosystem to develop BPM adoption in Global India

How Companies have supplemented Captive/Outsourcing Operations by leveraging alternative structuring models like Hybrid or Managed Services to expand their BPM / BPT strategy in respect of Service/Support Func-tions

What kind of partnership models are created with Government Institutions to render innovative ‘public services’ to make ‘citizens truly as customers

Mr Ramesh Krishnamurthy Commissioner, Income Tax

(Systems)

Mr Narayanan Sampath Head India Business, Infosys BPO

Mr Sanjay Gupta Chief Architect,

SSF


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How to be ‘GLOCAL’? Synthesizing Global Practices with Local (Domestic) Requirements

How to be ’Glocal’? A powerful presentation by Mr Anup Vikal, CFO, Aircel

Mr Manish Mittal (Vice President—Global Business Services, American Express)honouring Mr Anup Vikal for his contribution Shared Services Conclave.


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Plenary Session 4 How does the ‘I’ of IT drive

Metrics, Process Agility, Risk Management and Decision Support

Plenary Session 4 was moderated by Mr H Karthik and focused on:

How BPM enables focus on ’Information’ beyond Technology, to derive business value from Tech investments?

How to enhance the use of functionalities of ERPs to step up the mix of Automated Metrics (vs manual Metrics) for higher process visibility and agility?

How to leverage ERP/BPM Systems & Tools to build automated controls and strengthen Risk Management capabilities

How BPM enables focus on Information & the so called Big Data towards meaningful Analytics for Decision Support?

Mr Nalin Tripathi Leader—Quality & Enablers,

Adani Business Excellence Centre

Mr Anil Garg CIO—Dabur India Ltd

Mr Murtaza Poonawala Associate VP—Business Excellence,

Vodafone Shared Services

Mr Manish Mittal VP, Global Business

Services, American Express

Mr H Karthik Partner, Global Sourcing Practice,

Everest Group Moderator


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Excellence Awards & Recognitions - 2014

SSF, in collaboration with its Knowledge Partner RvaluE Consulting, has instituted Shared Services & BPM Excellence

Awards and Recognitions. These Awards have been established to honor, recognize and promote transformative

strategies by Shared Services demonstrating winning practices.

Shared Services & BPM Excellence awards are designed to recognize contributions by Companies that are broadly

comparable. These are poised to become the benchmark for Indian organizations to adopt Shared Services & BPM

Strategy.

Two Awards for Pioneering Industry Leaders

Pioneering ‘Entrepreneurial Leader’ in Global India Pioneering ‘Business Leader’ in Global India

Three Categories of Awards for Excellence in SSC Implementation

Shared Services & BPM in India & Subcontinent—Single Domain Shared Services in India—Diversified Domains Delivering Business Impact Through Process Excellence

Three Categories of Recognitions for BPM Journey

Delivering Business Impact Through Leveraging Technology Delivering Business Impact Through Shared Services Transformation Successful Launch of Shared Services Strategy in India


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Excellence Awards & Recognitions - 2014

Awards Evening

Jury Panel

Mr V V Ranganathan, Co-Founder & Chairman,

Compassites Ventures Inc.

Mr Ram Ramasundar Managing Director, Blue River Capital

An Independent Jury Panel comprising practitioners with proven experience and expertise in BPM and Shared Services evaluated and scored each application. The jury decided upon various stated parameters and ensured comparability of the scores for final selection of winners.

Dignitaries for announcement and

distribution of Excellence Awards

Mr T Chandrasekar COO, Global Business Services,

IBM India & South Asia

Mr Abraham Mathews CFO, Infosys BPO

Mr Sunil Sayal

President, SSF

& Region CFO—Nokia Siemens & Networks

Mr B Srikanth Global CFO,

Bharti Airtel Ltd

Mr Akhil Gupta Vice Chairman—Bharti

Group, Executive Chairman—

Bharti Infratel Ltd

Mr V V Ranganathan Jury Panel

Mr Ravi Ramakrishnan Founder & CEO,

RvaluE Consulting

Mr T Chandrasekar Jury Panel


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Special Address for the Awards Evening by Mr Akhil Gupta (Vice Chairman—Bharti Group & Executive Chairman—Bharti Infratel Ltd)

(L to R): Mr Akhil Gupta, Mr Ravi Ramakrishnan (Founder & CEO—RvaluE Consulting) & Mr T Chandrasekar

(COO—Global Business Services, IBM India & South Asia)

Special Address by Jury member, Mr V V Ranganathan (Co-founder & Chairman—Compassits Ventures Inc)

Mr Akhil Gupta, in his Special Address summed up the essence of BPM through 3 real life examples in his career and clearly stated that “BPM has become a necessity in today’s economic scenario and NOT a choice, and this is a critical need for busi-ness to grow and sustain growth”.

(L to R): Mr T Chandrasekar , Mr V V Rangana-than, Mr Akhil Gupta & Mr Ravi Ramakrishnan


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Awards Distribution Shared Services in India– Diversified Domains

Mr Sanjay Kumar Saxena (Head—Taxation, Shared Services) from Reliance Industries Ltd accepting the Award of Excellence for

Shared Services in India—Diversified Domains from Mr Akhil Gupta


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Awards Distribution Shared Services in India & Srilanka - Single Domain

Mr Sahad Mukhtar (Director—Corporate Planning, AHL Business Solutions (Pvt) Ltd)

acknowledging the win with a ‘Thank You’ Speech

Ms Deepthie Wickramasuriya (Head—Business Systems & Services) from AHL Business Solutions (Pvt) Ltd receiving the Award of Excellence for

Shared Services in India & Sri Lanka—Single Domain from Mr V V Ranganathan


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Awards Distribution Delivering Business Impact Through Process Excellence

Mr Murtaza Poonawala giving a ‘Thank You’ Speech for the Award

Mr Murtaza Poonawala (AVP—Business Excellence) & Mr Amit Trivedi (Head—Business Excellence) from Vodafone Shared Services Ltd accepting the Award of Excellence for

Delivering Business Impact Through Process Excellence (L to R: Mr Ravi Ramakrishnan, Mr Murtaza Poonawala, Mr Amit Trivedi, Mr Abraham Mathews)


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Awards Distribution Award of Recognition

Mr Anil Garg (CIO), on behalf of Dabur India Ltd, receiving the Award of Recognition for

Delivering Business Impact Through Leveraging Technology

Mr Kishan Jayasekera (CEO), on behalf of Brandix Mercury Asia (Sri Lanka), receiving the Award of Recognition for

Delivering Business Impact Through Shared Services Transformation

Mr B Srikanth (Global CFO—Bharti Airtel Ltd) presenting the Award of Recognition for

Successful Launch of Shared Services Strategy in India to the Team from V E Commercial Vehicles Ltd (L to R: Mr Abraham Mathews, Mr B Srikanth,

Mr Pramod Vaya, Mr Giriraj Kothari, Mr Gilles Boutte, Mr Dinesh Taneja) Mr Uttam Sharma (CFO—Zee Turner), on behalf of

Zee Media Corporation Ltd, receiving the Award of Recognition for

Successful Launch of Shared Services Strategy in India


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Delegates & Networking


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Delegates & Net-


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More Opportunities for you, as we Co-Create the Future

For more information on the Conclave & SSF Publications, please visit www.sharedservicesforum.in

Or write to us at [email protected]

SSF has so far conceptualized and organized FOUR Shared Services & BPM Conclaves, from 2011 onwards. The key objectives of these conclaves have been to capture and disseminate understanding/ impact of BPM by Indian Organizations through Shared Services and hybrid models, spreading and recognizing adoption of BPM & Shared Services in India, fully leveraging the best practices from global shared services and off-shoring operations.

Shared Services & BPM Conclaves: An Overview

Shared Services Forum (SSF), initiated in 2011, is an interactive platform where industry experts, from diverse business domains and support functions, ideate and synthesize the ‘best-in-class’ to evolve the ‘best-in-context’ for organizations and therefore, excel in eventual BPM adoption. SSF focuses on BPM excellence through leadership, consolidation (captive & third party), transformation and effective systems & tools. The Mission of SSF is:

To spread Business Process Management (BPM) awareness

To establish Winning Practices that result from exchange of knowledge

To acknowledge, award and showcase Organizational Achievements & Professional Excellence

To build a strong network of thought leaders, experts, practitioners and change agents


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