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.
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
360 degree customer review: A proven approach to drive customer
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
2. DSM Utilisation rate is at an average efficiency rating of 87% for the firm.
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
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
Utilising Cloud Computing to roll out Shared Services for a smallscale
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’.
Pushing the geographic boundaries and mastering cross-border
• 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
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
Creating a sustainable governance model in outsourcing with a strong
Finding a way to do it better: Evolving approaches to engaging
outsourcing partners and moving towards CoE
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?
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.
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
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.
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:
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?
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
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.
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.
• 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
• Key considerations for first-stage BPO migration
• Transitioning from pure captive to hybrid
• Developing metrics and governance structure
• Achieving operational excellence
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.
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
• 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
5th–8th September 2011