Main Conference Day 2
08:30 - 09:00 Registration
09:00 - 09:15 Chairperson's Recap
09:15 - 10:00 Top 10 Reasons New SSO Initiatives Fail and What you can do to Avoid Them
Though many companies reap a myriad of benefits from shared services (i.e. decreased costs, increased service reliability, etc.), unfortunately, shared services initiatives more often fail than succeed. Why, you may ask, do almost 70% of shared services fall flat? Learn from the mistakes of others in this session which will highlight common pitfalls as well as best practices such as:
·· Governance as a key enabler of change and customer satisfaction
·· The importance of technology in global shared service implementations
10:00 - 10:45 CASE STUDY: How the Department of Veterans’ Affairs Implemented a Multifunctional Shared Services Organization Focused on Customer ServiceThomas Muir, Executive Director, Support Services,U.S. Department of Veterans Affairs
The VA is the second largest organization in the federal government, with a $183 Billion budget – equivalent to the revenue of Apple – a Fortune 10 Company.
At 365,000 employees, 148,000 medical students/trainees, and over 500,000 contractors, VA is the definer of the federal and a future key player in the private sector shared service marketplace. Starting with 6 enterprise centers with virtually no structure or accountability, and hundreds of disparate SLAs, it undertook a complete transformation to achieve support services excellence by standardizing business plans, analyze cash flow better, and invest in new enterprise centers. In just a year, the VA has seen a significant improvement in customer service, quality and cost reduction for IT, HR, finance, contracting, supply Chain, leasing, facilities management and training. In this session, Thomas Muir, the Director of Support Services for the VA will walk through this transformation.
Thomas MuirExecutive Director, Support Services
U.S. Department of Veterans Affairs
10:45 - 11:15 Networking Break & Raffle Winners Announced
Join your peers to continue the discussion while networking over refreshments and light snacks---and find out the winners of some fantastic raffle prizes!
11:15 - 12:00 Drive Innovation and a Culture of Continuous Improvement
Continuous Improvement (CI) is a necessary part of shared services as there is always more to be achieved after the initial wins from basic standardization and labor arbitrage. This session will address:
·· Simple solutions to build and enhance your CI culture
·· How innovation can close the gap between IT & tight budgets
·· How to take innovative ideas and translate them to your bottom line
12:00 - 12:45 Deep Dive Roundtables – Getting the Process Right the First Time
In this group of roundtables, you will have the opportunity to learn more about the processes that cause you the greatest concern. Choose from one of the below and obtain valuable informal, peer-to-peer insight facilitated by leaders in their respective area of industry focus. This session is designed to encourage lively intellectual exchange, whereas groups can discuss their greatest challenges and how they have addressed their greatest pain points.
·· Procure to Pay/Accounts Payable
·· Order to Cash
·· Hire to Retire
12:45 - 13:45 Networking Luncheon
13:45 - 14:30 The First Year Out: What to Expect and How to Measure SuccessChristin Spigai, VP,Broadridge Financial
From a practical standpoint, what does SSO success really looks like and how do you know if you achieved it? In this session, find out what sort of results you should expect one year out as well as next steps. Participants will take home actionable insights related to:
·· Setting up KPIs and metrics to monitor performance
·· Effectively identifying and resolving performance gaps
14:30 - 15:15 PANEL: What You Don’t Know Can Kill You: How to Best Predict Operational Issues Before They Take PlaceSue Dempsey, North American GBS Service Center Lead, Sr. Director,Kellogg
Starting a shared services organization from the ground up is a tricky business and as SSOs often find themselves having to justify their very existence, the pressure is on to not make mistakes. From streamlining processes, to eliminating redundancies, there is a lot of room for error. In this session, panelists discuss ways to be forward-thinking and agile to adapt to what may come, and avoid complete failures that cost time and money.
Sue DempseyNorth American GBS Service Center Lead, Sr. Director
15:15 - 16:00 CLOSING TOWN HALL – Now That I Better Understand X, How do I….?
Over the last two days you have heard a lot of information to help you skip ahead in your shared services journey. While you might be feel a bit of information overload, you probably still have more questions you’d like to have answered. In our closing town hall, get your last licks in with our speaker faculty and your peers from the last three days to explore the “How do I…” question.