The 14th Annual Asian Shared Services and Outsourcing Week 2011 schedule

Monday 5th September 2011

• Site Tour A: Merck Shared Business Services, Asia Pacific/Japan (Singapore)

  Shared Business Services at Merck is a family of global, multifunctional services focused on the total service experience. The Regional Hub for SBS in Asia Pacific/Japan is based in Singapore with branches in China and Japan. The centers were established in 2008 and have grown over the years by adding new service offerings. Services offered by the SBS centers in the region include Procure to Pay, Order to Cash, Record to Report, Master Data Management, HR Shared Services, Integrated Helpdesk, Travel, Meeting & Card, Employee Expense Management (T&E). All functional areas of the organization work together to deliver business-focused solutions for the Asia Pacific/Japan market.

  *Transport Available

  At 9:30am to 12:30pm, Monday 5th September

Tuesday 6th September 2011

• Workshop A: P2P Focus

  Vertical integration: Structuring global process standardisation and ownership to drive end-to-end achievements

  Intel’s Global Accounting and Financial Services function has recently been
  awarded with the Intel Quality Award, an internal award the company
  gives to organisations that have consistently put into action the values of
  Discipline, Quality, Results Orientation, Customer Orientation, Risk Taking and
  Great Place to Work. Find out from this workshop on how the Intel Malaysia
  Shared Services Centre is steering towards end-to-end process excellence.
  • Driving Business Process Optimisation
  • Enhancing innovation through continuous Business Process Improvement
  • Demonstrating the benefits of standardisation and developing effective metrics
  • Confronting challenges and looking into the next phase of evolution

  At 8:30am to 10:30am, Tuesday 6th September

• Workshop B: Performance Measurement & Customer Services

  360 degree customer review: A proven approach to drive customer
  satisfaction.
  QUESTION: When was the last time you conducted a 360 degree survey on your
  customers and what were the results?
  The workshop offer an excellent platform to benchmark against DSM on techniques
  they used to achieve high customer satisfaction, an incredibly low attrition rate and
  a high efficiency rating
  1. Attrition rate was at 0% in its first year and remains at 1.25% for the 2010
  performance year.
  2. DSM Utilisation rate is at an average efficiency rating of 87% for the firm.

  At 8:30am to 10:30am, Tuesday 6th September

• Workshop C: Change Management

  Conducting effective change management - A Big Bang Approach: ERP and Shared Services Realisation

  This session will provide lessons on how effective use of change management
  tools allowed a large multi-national company in the region to successfully roll
  out a standard ERP platform coupled with Shared Services realisation in under
  a year. Topics covered will include:
  • Overview of Change, Communication & Training (CCT) Approach
  • Change Management Plan
  • Stakeholder Management
  • Communication Approach & Plans
  • Change Impact Assessment
  • Organisation Alignment
  • Role Mapping
  • Training & Performance Support
  • Business Readiness

  At 8:30am to 10:30am, Tuesday 6th September

• Workshop D: Starting your Journey

  Shared Services 101 - What to know before you start: How to pre-plan
  for Shared Service migration and strategy design

  As Shared Services has expanded and matured, the opportunities and options for
  practitioners have also greatly increased. What should it look like? What should you
  do to continually achieve service excellence and meet the continual changes and
  expectations of your stakeholders?
  This interactive workshop has been designed to take both complete beginners and
  those who are in their first three years of implementing Shared Services and will look
  at key decision points and critical success factors for all SSO’s:
  • Introduction to the Shared Service concept and the initial business case
  • Obtaining buy-in for the Shared Services value proposition
  • Realistic performance expectations, in the first three years of implementation
  • Developing a tailored implementation roadmap
  • Selecting the right technology
  • Shared Services model design (after implementation)
  • SLA design, negotiation and governance model; Key Performance Indicators
  • Pricing Model for recharging costs back to your business partners
  • Attracting the right people for your SSO
  • Developing core areas to ensure continual success by being able to manage and
  successfully implement change
  • Adding new services to your SSO: first things first

  At 8:30am to 10:30am, Tuesday 6th September

• Workshop E: Shared Services for SME

  Utilising Cloud Computing to roll out Shared Services for a smallscale
  operation

  For smaller companies with less IT budget, Cloud represents a really interesting
  alternative to leveraging IT scale at lower costs. Having just adopted the Cloud
  computing for the Human Resources function, the workshop leader Meow Koon
  will share with you their journey of using Cloud applications. This solution has
  been deployed in ITOCHU Singapore and Indonesia and they eventually plan
  to roll it out eventually to other countries in Asia. The project took about three
  months to deploy, from contract signing to the actual ‘GO LIVE’.

  At 10:45am to 12:45pm, Tuesday 6th September

• Workshop F: Expansion & Value Creation

  Pushing the geographic boundaries and mastering cross-border
  operations

  • Enhancing technology platforms
  • Facilitating process migration
  • Mastering local legislation and overcoming challenges

  Becoming an intelligent enterprise: Capitalising the business intelligence
  aspect of service delivery to support better business decisions

  Moving beyond transactional process based services. Motorola corporate Shared
  Service centre provides knowledge-based services such as treasury, corporate tax,
  budgetary planning and so on. In the session Jerry will share the secret behind
  Motorola’s recipe for success

  At 10:45am to 12:45pm, Tuesday 6th September

• Workshop G: Synergy between SSO and Business Partners

  Designing the most effective retained organisation in the
  context of Shared Services and Outsourcing

  • Critical success factors for an effective organisational design in the
  context of Shared Services or Outsourcing
  • Establishing the governance layer
  • A top-down design approach in the retained organisation
  • Measuring and monitoring the outcome

  At 10:45am to 12:45pm, Tuesday 6th September

• Workshop H: Outsourcing Focus: Win/Win Governance

  Creating a sustainable governance model in outsourcing with a strong
  engagement relationships

  Finding a way to do it better: Evolving approaches to engaging
  outsourcing partners and moving towards CoE

  At 10:45am to 12:45pm, Tuesday 6th September

• Where are we at? Global trends across the Shared Services & Outsourcing industry in 2011

  • Shifting geography & demographic pattern in the SSON community
  • Latest adoption trends in technology implementations
  • Multi-funcitonal vs. single-functional shift & process evolution

  At 2:20pm to 2:45pm, Tuesday 6th September

• Global mobility & talent tectonics: What the shifting workforce demographic means for the Asian SSO landscape

  2020 is less than a decade away, and the future business world will be markedly different from that of today. A radical alteration in global workforce populations is already underway. The west is ageing and new emerging markets have contributed to a significant increase in the need for companies to mobilise and source talent from all around the world. How is this translated into the agenda for the top executives in the region? What does it mean for SSO strategies over the next 3, 5, or 10 years?

  • New demographics are shaping a change in recruitment behaviour
  • Skills-based value propositions are appearing in emerging locations
  • Surged interest in creating a more diverse, virtual workforce

  At 2:45pm to 3:25pm, Tuesday 6th September

• Architecting a global governance structure in the wake of economic recovery: How to remain stable in a volatile world!

  It’s not about running faster; it’s about changing how you run! Globally, Shared Servcies has evolved significantly over the last decade, and has matured beyond the pioneer phase to enter the ‘consolidation & re-engineering’ phase. Transforming SSC into Global Business Services model with refined Global Governance Structure and simplified Global Processes Standardistaion have been put on the spot to fully release the value of SSC. As companies expand their operations and subsequent shared services footprint in terms of geography and services the governance model, and processes, must adapt to the changing environment and new competitive realities. The session is to share with you how a succesful GBS governance structure looks alike and what key elements are to be re-enginnered and what are the key milstones to be empharsized to optimise exisiting SSC portfolio.

  At 3:25pm to 4:05pm, Tuesday 6th September

• Brand New Structured Networking: Evolving From Conference to Community

  Chief Networking Officer (CNO) Doug Spence will facilitate the networking element of the SSOW. Witness revolutionary tactics and exercises designed to get the entire crowd interacting.

  Networking Exercise One: Real Relationships Based on People Styles

  At 4:05pm to 4:45pm, Tuesday 6th September

• Flex and tone: Achieving greater back-office agility through operating a hybrid service delivery model

  As the delivery of back-office services mature, the trend for evolving into a hybrid model has been gaining critical momentum across Asia, as a method to reduce cost, and gain capacity and capability benefits. Though both captive and outsourced operations can co-exist in driving their back-office process optimisation and agility, there are a combined approaches to delivery in regards to value creation and risk management.

  • The evolution of the hybrid “new normal’
  • The ever-developing hybrid service delivery model
  • Building the business case for change

  At 5:15pm to 5:45pm, Tuesday 6th September

• Embracing services delivery mechanisms as a vehicle for talent: Driving leadership and landscape across your business

  Your people remain the ultimate weapon to sustaining competitive advantage and the value for your business partners. As centres are becoming increasingly recognized as the “people and knowledge hub” of the business, talent management strategies throughout functions are now increasingly driven from the SSO. How can you best leverage this new positioning inside your business to show your people and achieve results? What approaches you are taking to RIGHT-FIT talent and how are you retaining and motivating them? This session will assess what are the best approaches out there and how they can be applied into your strategy:

  • Talent sourcing and flow
  • Talent retention and motivation: Managing back out into the business
  • Tailored training to boost productivity and get them to develop and add value to your needs (whilst maintaining theirs!)
  • Knowledge retention and transfer
  • Leadership programme for mid level management
  • Pipeline development: Using the centre as the first stop for internal recruitment

  At 5:45pm to 6:30pm, Tuesday 6th September

• Welcome Reception

  At 6:30pm to 9:00pm, Tuesday 6th September

Wednesday 7th September 2011

• Making your investment go further: Smart tech tips for savvy shoppers maximizing ROI by leveraging existing technology

  Many organisations invest huge amounts in the initial outlay of their service delivery models through the purchase of technology to streamline decision-making and automate processes. However, when thinking about moving to the next phase of growth, the obvious choice is usually to supplement existing technology with new and improved solutions. But what about developing techniques to stretch the capabilities of the systems that you already have?

  At 9:00am to 9:30am, Wednesday 7th September

• Inside the mind of a CFO: How should finance transformation be approached to enhance overall business performance?

  • Redefining CFO’s role in 2011: The trends towards business partnering and how this is affecting the board-room agenda
  • What role and impact does FT play in a volatile economic period?
  • Delivering local compliance across a global business
  • How are you transforming your finance operations to boost bottom-line
  • How much topline influence do you see your finance operations having?

  At 9:30am to 10:10am, Wednesday 7th September

• Re-engineering back-office work processes to fuel growth - Implementing strategic & innovative documentation outsourcing for gre

  At 10:10am to 10:40am, Wednesday 7th September

• Network Exercises with SSON’s Chief Networking Officer: Step Two

  At 10:40am to 11:00am, Wednesday 7th September

• Networking & Refreshment Break

  At 11:00am to 11:20am, Wednesday 7th September

• Connecting to the Cloud: How much do the numbers stack up against the perceived risk?

  Everyone seems to be talking about the cloud in the SSC & BPO world. But
  what is it? Is it presenting us with game-changing business opportunities?
  Or will it be as disruptive an element during the next five years, as labour
  arbitrage was during the past five? For some Cloud is just the answer
  they were looking for to combat increasing IT investment costs; for others
  security and compliance are still a real concern. Come join this live and
  interactive industry debate. Explore the realities of embarking on the Cloud
  journey and what benefits and risks you need to be aware of, moving
  forward.

  At 11:20am to 12:00pm, Wednesday 7th September

• Taking care of business: How designing and maintaining cultural harmony pays dividends inside any delivery model

  As Winner of the SSON’s 2011 Personal Contribution to the Industry
  award for Australia, Asheesh Mehra isn’t one to under-estimate the
  powerful impact that strong leadership and solid cultural environment
  has on winning results. Taking care of people increases productivity -
  full stop. Infosys get that entirely - it’s a mantra for their business and
  Asheesh will moderates this dynamic discussion between 3 practitioners
  from different delivery models (captive, hybrid and outsourced) to get
  to the bottom of what differences, if any, they each are taking in their
  approach to leadership and culture.

  At 12:00pm to 12:30pm, Wednesday 7th September

• Lunch

  At 12:30pm to 1:30pm, Wednesday 7th September

• G6 VISIONARIES 2011: GLOBAL SOURCING THINK TANK (ASIA CHAPTER)

  Six is the new eight! Identifying who to listen to has just become easier -
  learn what your chosen thought leaders from the sell side have to say as 6
  pioneering sourcing strategists shape a common industry agenda.

  At 1:30pm to 2:30pm, Wednesday 7th September

• PANEL DISCUSSION: Delivering upstream value through Shared Services to support better business decisions

  • NEXT GENERATION - GBS, Hybrid, Process Ownership, Operational Excellence
  • Incorporating technology to gain optimum results: Cost, ROI and potential?
  • Beyond transaction - Acting as both business operator and business analyst

  At 2:40pm to 3:20pm, Wednesday 7th September

• Sizing up the hybrid approach: Optimising how shared services & outsourcing can work together in your service delivery model

  • Key considerations for first-stage BPO migration
  • Transitioning from pure captive to hybrid
  • Developing metrics and governance structure
  • Achieving operational excellence

  At 2:40pm to 3:20pm, Wednesday 7th September

• What’s worked and what hasn’t - Defining a best-fit sourcing model with a thorough comparison of various operating models

  Across various functions, today’s managers are confronted with a sometimes overwhelming array of choices for how to get things done. Whether captive or with an external partner, onshore or offshore, there are choices available for every firm,
  all of them operationally feasible. So how does a company craft a strategy for obtaining the services that it needs? Which decision factors should it weight more heavily? Does every region the firm operates in need to follow the same strategy? In this presentation, several operating model options will be discussed with a focus on key considerations for different functional areas and the company as a whole.

  At 2:40pm to 3:20pm, Wednesday 7th September

• Developing an effective talent acquisition and retention strategy

  How can HR provide the SSO with the appropriate processes, actions, and training to enhance employee motivation and ability to retain key personnel during times of change and skill shortage?

  Ongoing change, business growth, adding new services to your SSO, and the continual raising of deliverables from your stakeholders has made it imperative to have a highly motivated and experienced team, in order to ensure ongoing success. As we are all currently experiencing a skill shortage, your own key performers are becoming
  prime targets from your competitors.

  What can you do to strengthen your “people strategy”:
  • Attract and retain good performers, though talent acquisition strategy
  • Measuring employee motivation
  • Driving, building and nurturing core competencies of employees
  • Developing cross-skills and establishing the right career path strategies
  • Remuneration and benefits to fit a successful team

  At 3:20pm to 4:00pm, Wednesday 7th September

• Driving better business partnering: Understanding what’s expected from you and how to deliver it

  • Adjusting the operating model in line with business growth
  • Evaluate the ability of your centre to engage support from various business stakeholders
  • Ensuring delivery quality and excellent customer services

  At 3:20pm to 4:00pm, Wednesday 7th September