www.conferenceboard.org/sharedservices

Drive Efficiency, Cost Optimization, and Deliver Continuous Process Improvement

June 12, 2015The Conference Board

Conference Center

Fundamentals of Designing, Building, and Implementing

Shared Services SEMIN A R

Best Practices to Drive Operational Excellence

The 3rd Annual

Marketing Partner:

Agenda

Friday: June 12, 2015

Registration and Coffee 8:30 – 9 am

Welcome and Opening Remarks 9 – 9:10 am

Deborah Kops, Senior Advisor, The Conference Board Principal, Sourcing Change

9:10 – 10:10 amMoving from Concept to Delivery: Building, and Implementing the Business Case for an SSOEvery organization has a different business culture, and as such, may implement or develop their shared services model (SSO) differently. However, throughout the process there are proven steps that need to be taken in order to build a solution that fits your company and enables you to develop your own processes. During this session:

• Separate myth from fact, and explore the differences between an SSO and a centralized service model;

• Take a holistic view of your operation to determine which operations can and should be brought into the SSO;

• Create a roadmap for developing and executing the SSO strategy and the appropriate operating model, one that will respond to changes in business needs over time; and

• Develop a compelling business case with clearly defined goals to ensure that all stakeholders are completely engaged and understand the value proposition.

Nancy Hanslowe, Senior Vice President Human Resources Shared Services, MetLife

10:10 – 11:15 amLeading the Change – Not Just Managing it – for your SSOChange is ingrained in the nature of shared services. It occurs during the building and implementing of the business case, or when expanding the scope and scale of an existing SSO. The ways in which a company responds to change will directly have an impact on its success and growth capabilities. In this session we will explore:

• Using change management/employee engagement techniques to overcome ingrained cultural resistance to SSO initiatives;

• Driving sustainable change throughout the organization through communication, learning, and reinforcement;

• Managing cultural changes while keeping employees engaged and motivated; and

• Creating an effective ongoing communication strategy from the start to ensure support throughout the journey and leverage future expansion opportunities.

Derek Rahman, Managing Director, HR Shared Services and Transformation, Marsh & McLennan Companies, Inc.

Networking and Refreshment Break 11:15 – 11:30 am

11:30 am – 12:30 pmPeer-to-Peer Learning Experience: Roundtable SessionParticipants will share practical approaches and actionable ideas with others facing similar challenges in a relaxed and open environment. They will also learn fresh approaches to dealing with the most common struggles and issues.

Deborah Kops, Senior Advisor, The Conference Board Principal, Sourcing Change

Lunch 12:30 – 1:30 pm

1:30 – 2:30 pmConnecting to the Customer: Branding, Promoting, and Selling Shared Services Internally for Sustained Support Branding of the SSO is crucially important to drive sustained engagement, support, and investment from the business. Without branding, SSOs must continually sell their value proposition. In this session practitioners will learn the key steps needed to build a brand that fully connects to internal customers as well as:

• Learning to avoid the trap of continuously “selling” the value proposition and be viewed as a strategic business driver of value and growth;

• Effective ways to tap into the “voice of the customer” to ensure that you are continuously delivering superior customer service/satisfaction; and

• Ways to effectively create a service driven culture that is agile and able to respond to changing business needs.

Paul Bartley, Director, Program Support Center, U.S. Department of Health and Human Services

Networking and Refreshment Break 2:30 – 2:45 pm

2:45 – 3:45 pmPerformance Metrics and Benefits Realization in Shared ServicesThe transition to shared services is no simple task. It requires time, money and a fundamental change in the way an organization operates. Results achieved from this endeavor may take years to realize. The challenge is maintaining organizational focus and support even before much reward is realized. In this session the facilitator will explore benefits realization within shared services and creating a culture of sustained support, with emphasis on metrics and creation of a working tool for strategic planning, organizational assessment, and clear and consistent messaging.

Robert Bradford, Vice President, Global Shared Services, Becton, Dickinson and Company (BD)

www.conferenceboard.org/sharedservices

3:45 – 4:45 pmTalent Management Equation in Shared Services ExcellenceEnsuring the right people are in place at the right time is a prerequisite for achieving shared services results. This needs a delicate balance of new, veteran, and transitioning employees. In this session we will explore the talent management equation in driving performance, including:

• Developing a workforce equipped to meeting the expanding and evolving opportunities of the SSO;

• Competencies and skill sets required;• Promoting positive behaviors and dealing with

counterproductive individuals and behaviors;• Knowledge transfer methodologies that ensure intellectual

property is not lost in the transition; and• Engagement techniques and motivators for a multigenerational

workforce.

Peggy Jude, Vice President, Global HR Shared Services, ADP

www.conferenceboard.org/sharedservices©2015 The Conference Board, Inc. All rights reserved.Program subject to change. June 2015

Seminar Pricing:

Members $1,035

Non-Members $1,235

Fees do not include hotel accommodations.

Online www.conferenceboard.org/sharedservices

Email customer.service@conferenceboard.org

Phone 212.339.0345 8:30 am –5:30 pm ET, Monday – Friday

LocationThe Conference Board Conference Center 845 Third Avenue (Between 51st and 52nd), 3rd Floor New York, NY 10022

Cancellation Policy Full refund until three weeks before the meeting. $500 administration fee up to two weeks before the meeting. No refund after two weeks before the meeting. Confirmed registrants who fail to attend and do not cancel prior to the meeting will be charged the entire registration fee.

Team Discounts per Person For a team of three or more registering from the same company at the same time, take $150 off each person’s registration. One discount per registration. Multiple discounts may not be combined.

REGISTRATION INFORMATION