Researched and developed by:Media partners:

Cutting costs and delivering tangible operational outcomes through innovative, agile and adaptable back office strategies

Zaki SabbahChief Information Officer, Zamil Group, KSA

Zubair AhmedHead of IT Business Management, Dubai Bank, UAE

Ravindra RaoGlobal Finance Transformation Lead EMEA, Honeywell, UK

Colin GowGroup Head of HR Operations, Al Futtaim, UAE

Jawwad QaziDirector, Shared Services Operations, Mazrui Holdings Company, KSA

Mohamed ShahVP – Technology & Infrastructure Services, Knowledge Economic City Developer, KSA

Neelesh Antarkar Director Strategy & Performance Management, Abu Dhabi General Services, UAE

For more information or to register Tel: +971 4 364 2975 Fax: +971 4 363 1938 Email: enquiry@iqpc.ae www.sharedservicesmesummit.com

Book and pay before4 November 2010and saveUS $750

International Association fo and Commercial Manageme

Middle East & North Africa

Shared Services& Outsourcing Summit

International summit: 14 - 15 February 2011Interactive workshops: 13 & 16 February 2011

The Mövenpick Hotel, Jumeirah Beach Residence, Dubai, United Arab Emirates

• Saudi Aramco

• Knowledge & Human Development Authority

• Saudi Electricity Company

• Halliburton

• Jumeirah Group

• Gulf Bank

• Roads & Transport Authority (RTA)

SSON Member Discount Save an extra 10%! see back page for details

Local market knowledge and influence: Key topics include:

• How to maximise cost savings in your back office operations

• Determine the characteristics of a successful shared service initiative

• Identify and adopt a model that works for your organisation

• Re-engineer and re-design tired processes for simplification and transparency

• Learn how other industries using outsourcing drive growth and control their costs on a yearly basis

• Discuss the core strategies successful organisations rely on to boost revenue through

streamlining practices

• Find out how Cloud and SaaS are changing the face of shared services and outsourcing

• Receive up-to-date information on the current offshore location offerings, criteria for evaluating

the right place for your Shared Service Centre and speak to the organisations who have

recently made a move

With key contributions from:

IQPC’s workshops are unique opportunities to spend valuable time with industry experts. These interactive sessions are extended to ensure that you will get to the heart of the summit’s most critical

issues and uncover practical solutions you can apply in your own company.

IQPC provides business executives around the world with tailored practical conferences, large scale events, topical seminars and in-house training programmes, keeping them up-to-date with

industry trends, technological developments and the regulatory landscape. IQPC’s large scale conferences are market leading “must attend” events for their respective industries.

IQPC produces more than 1,700 events annually around the world, and continues to grow. Founded in 1973, IQPC now has offices in major cities across six continents including: Bengaluru,

Berlin, Dubai, London, New York, Sao Paulo, Singapore, Stockholm, Sydney, and Toronto. IQPC leverages a global research base of best practices to produce an unrivalled portfolio of conferences. www.iqpc.ae

For more information or to register Tel: +971 4 364 2975

Essential interactive workshops: Sunday, 13 February 2011 & Wednesday, 16 February 2011

Pre-summit workshop: Sunday 13 February 2011

08:30 Registration

Workshop A: 09:00 – 16:00 Driving out operating costs and creating efficiencies in your back office functions

Introduction:A shared service offers your organisation the opportunity to cut costs, improve service and

consolidate staffing levels. Now that you have set your goals, you need to know how to ensure

you launch a successful operation that meets the wider needs of the company. This session will

cover pertinent aspects of mitigating costly mistakes and risks of failure when setting up,

enhancing or simply rebuilding a shared service or outsourcing function.

What you will learn:• How to overcome the key technical challenges of selecting a model that works for

your organisation

• How to work around resource constraints and budget pressures

• How to deal with transition and change management challenges

• Steps to overcoming business case surprises

Your workshop director: Ravindra Rao, Global Finance Transformation Lead EMEA, Honeywell

Post-summit workshop: Wednesday 16 February 2011

08:30 Registration

Workshop B: 09:00 – 16:00Creating value through Shared Services with ironclad business cases: Practicallessons from the construction & hospitality sectors

Introduction:Most successful organisations have clearly articulated strategies and business models in terms

of their customer service proposition. A clear, defined approach is not always evident in the way

organisations source and deliver internal support services. Options range from in-sourced,

onshore models, to outsourced, offshore models with most organisations choosing one strategy

or the other. This session will cover how value can be created through solid business case

examples that can be taken onboard by many industries.

What you will learn:• Identify your value goals

• Fine-tune the organisational structure to determine the key element for success while

creating value

• Strategies for investing in people, processes and technology

• Valuable lessons on constraints in creating the business case

• Understand and achieve your ROI goals

Your workshop director: Pieter Reynders, Shared Services: Financial Controller & Project Manager, Jumeirah Group

Join us on:

Facebook Linkedin Twitter Visit www.sharedservicesmesummit.com to know more

Summit day one: Monday, 14 February 2011

08:45 Registration and early morning coffee

09:00 Chairman’s welcome

Optimising cost-efficiency – key models and methods

09:15 Discussing the strategic global and local developmental aspects of shared services and

outsourcing in the Middle Eastern and North African markets

• What are the most competitive SSO models?

• Evaluating the advantages of SSO: What works and what doesn’t work in these markets?

• Deciding why you should implement an SSO function and the long-term benefits of doing so

• Developing a business case to support the implementation of shared services and outsourcing

• Examining how shared services can assist in managing cash and operational risks

• Understanding how companies are making smooth transitional changes to shared services in

the wake of the economic downturn

Ravindra Rao, Global Finance Transformation Lead EMEA, Honeywell

10:00 Examining the continued role of an outsourcing decision and roll-out and key lessons

learned on various models

• Evaluating strategic imperatives and tactical grounds for outsourcing

• Discussing the characteristics of successful outsourcing relationships

• Five things to look out for when developing and managing outsourcing integration

Ayed Al-Ruwaili, Group Leader & Communications Engineer, Saudi Aramco

10:45 Mid-morning refreshments

11:15 Discussing and evaluating the hybrid model: Lessons learned from Dubai Bank

• Creating a sound business with realistic views of your capabilities, processes, cost and

need for control

• Discussing the benefits of the hybrid model with regards to control and why this may not work

in other industries

• Overcoming the difficulty of third party dealing with data: How to overcome loss of managerial

control, threats to security and confidentiality

• Reviewing the available technology platforms to aide in the success of the hybrid model

Zubair Ahmed, Head of IT Business Management, Dubai Bank

12:00 Understanding various models and methods for creating support services for government entities

• Understanding the full process and various models used for transitioning to shared services

• Learning about some of the hidden costs associated with the transition

• Discussing the critical success factors and cultural challenges and opportunities

• Ensuring that the capabilities of the team support the implementation of a new operating model

Neelesh Antarkar, Director Strategy & Performance Management, Abu Dhabi General Services

12:45 Networking lunch for delegates and speakers

Setting up a Shared Service Center

13:45 Creating an HR Shared Services Centre within a large organisation• Identifying a value proposition for a shared services organisation and defining which service

offerings to provide

• Balancing the drive towards a long-term vision with strong short-term milestones

• Building and transitioning a new team to meet the evolving needs of the business

• Engraving process thinking and measurement into the function

Colin Gow, Group Head of HR Operations, Al FuttaimBryan Fuge, Group Head of Recruitment, Al Futtaim

14:30 Leveraging and optimising operational excellence through strategic sourcing• Evaluating the need for strategic sourcing and deciding on a model that works

• Setting criteria for selecting a service provider: Determining what your company needs right now

• Discussing what to look out for in partnership agreements

• Delivering sustainable outsourcing agreements through diverse sourcing methods

• Creating a solid validation process that incorporates an agreeable value proposition to all stakeholders

Indranil Guha, Manager, IT Infrastructure & Services, Roads & Transport Authority (RTA)

15:15 Mid-afternoon refreshments

15:45

16:30 Walking through best practice scenarios in shared services and outsourcing:An international overview of codes and standards • Determining how many services you should integrate into one shared services and/or outsourcing • Creating quality standards and performance benchmarks for your off-shoring activities• Discussing the difference in decreasing operating costs from SSC or BPO: Can one use these

two together?Devidu Anand Venkateswaran, Process Excellence & Business Process Re-Engineering Expert,Gulf Bank & CEO, International Performance Excellence (IPE)

17:00 Chairman’s closing remarks

17:15 End of summit day one

Fax: +971 4 363 1938 Email: enquiry@iqpc.ae

Creating a customer-centric finance sharedservice operation• Reaching new levels of efficiency in financial

back office support

• Procure-to-pay processes: Mastering the art of

cutting costs and resources where necessary

• Achieving proper compliance management

within the business unit

• Evolving delivery models beyond the shared

services function

Ravindra Rao, Global Finance Transformation

Lead EMEA, HoneywellPieter Reynders, Shared Services: Financial

Controller & Project Manager, Jumeirah Group

Shared services in HR transformation• The role of strategic HR management in

achieving business results

• Developing the HR Shared Service concept

by evaluating core and non-core services

• Aligning HR services with needs of customers

Jawwad Qazi, Director, Shared Services

Operations, Mazrui Holdings Company

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Summit day two: Tuesday, 15 February 2011

08:30 Early morning coffee

09:00 Chairman’s welcome

Creating value in your shared services and outsourcing initatives

09:15 Recognising clear advantages of outsourcing and what organisations in the Middle

East are currently doing

• Determining the appropriate time to bring services back in-house

• Learn about some of the hidden costs, associated with the transition

• Deciding who to structure your business outsourcing relationships with

• Discussing the roles of the buyer, provider and advisor to the outsourcing function

Mohamed Shah, VP – Technology & Infrastructure Services, Knowledge Economic City Developer

10:00 How Cloud Computing is changing the face of shared services and outsourcing

• Determining organisational structure and culture needed to support the move to Cloud computing

• Understanding the Cloud structure and transitioning to Cloud services from siloed solutions

• Addressing data management issues and challenges for IT in a Cloud-sourced world

• Developing contracts and agreements: Rethinking the role of the contract when working with

commercial providers and partner institutions

Zaki Sabbah, Chief Information Officer, Zamil Group

10:45 Mid-morning refreshments

11:15 Adopting standards to support Shared Services and Outsourcing in the region

• Discussing the various types of regulation lacking to make outsourcing a viable business function

and to protect stakeholder information

• Developing solid standards for transparency between providers by benchmarking against

industry practices

• Educating governments on the successes of shared services and outsourcing and how it can be

successfully executed if regulated

• Evaluating the risks and benefits and optimising this to deliver better value

Russ Sandlin, Executive Manager of Contact Center, Gulf Bank

Zaki Sabbah, Chief Information Officer, Zamil Group

Eng. Shadi Ghamri, Head of Technical Services, Saudi Electricity Company

Mohamed Shah, VP – Technology & Infrastructure Services, Knowledge Economic City Developer

12:00 Standardisation of global processes – is this possible, or even necessary?

• To what extent can processes be transferred effectively?

• Deciding which process to standardise and creating a plan of action for doing so

• Is there a manageable interface between culture and process?

Stuart Heath, Manager Dubai Transaction Centre (DTC), Halliburton

12:45 Networking lunch with delegates and speakers

13:45 Taking your Shared Services business case to the next level: When is it appropriate to

move to the next implementation phase?

• Creating value through Shared Services and models required to understand and build the

business case

• Tools for building a compelling business case

• Moving from the business case to transformation

Pieter Reynders, Shared Services: Financial Controller & Project Manager, Jumeirah Group

14:30 Becoming competitive in a global market through managed services such as contact centers

• Discussing ways businesses can create the right conditions for outsourced services

• Determining how your managed services can control costs, enhance processes and provide

business intelligence

• Dealing with loss of managerial control and threats to security and confidentiality when utilising

managed services

Russ Sandlin, Executive Manager of Contact Center, Gulf Bank

15:15 Mid-afternoon refreshments

Ongoing tools for evaluating your shared services and outsourcing initiatives

15:45 Using KPIs to improve Shared Services Centre maintenance

• Discussing KPIs and their importance in maintenance

• Ensuring that all KPIs reflect organisational goals

• Making KPIs quantifiable

Eng. Shadi Ghamri, Head of Technical Services, Saudi Electricity Company

16:15 Measuring the performance of your SSO

• Incorporating performance measurement into service level agreements

• Setting up baseline measures and benchmarking touch points

• Utilising customer-facing metrics and customer satisfaction surveys

• Understanding the Balanced Scorecard

Dr. Wafi Dawood, Chairman, Dubai Quality Group

16:45 Chairman’s closing remarks

17:00 End of summit day two

www.sharedservicesmesummit.com

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The main driver of Shared Services and Outsourcing (SSO) is to reduce costs and deliver

greater efficiencies through central departments or managed services. There are advantages

and disadvantages with both shared services and outsourcing and no ‘one model that fits all’.

As the Middle Eastern and North African shared services and outsourcing functions mature,

companies are geared toward accelerating cost savings and creating high performance back

offices. The Middle East & North Africa Shared Services & Outsourcing Summit will address key

challenges on selecting models and address the strategic decisions relevant practitioners and

CIO’s are faced with on a daily basis.

Through panel discussions and key presentations attendees will learn how companies plan to

incorporate SSO initiatives and streamline their processes and activities to reap the full cost

saving benefits of their back office operations and functions.

Benefits of attending: • Discover how to create value added services beyond simple cost cutting

• Learn about the most competitive shared services and outsourcing models: captive,

outsourced or hybrid

• Learn the most critical practices when setting up a new shared services center

• Take home examples on failed shared services and outsourcing tranformation and what

to look out for

Who will attend the Middle East & North Africa Shared Services & Outsourcing Summit?

Sponsorship & exhibition opportunities

As an organisation who is leading the way in this sector, sponsoring a conference, or even taking

an exhibition stand, is a fantastic way of raising your company’s profile within a certain market and

creating greater awareness of your brand.

Only at the Middle East & North Africa Shared Services & Outsourcing Summit will the highest-level

decision makers attend in one place at one time.

• Can you afford to miss out on this opportunity?

• Do you have a product or service that our senior decision-makers and influencers need?

We have a range of business development / marketing and sales solutions that will be tailored to

specifically deliver on your business objectives. For more details, call +971 4 360 2801 or email

sponsorship@iqpc.ae

What our past attendees say about our Shared Services events:"In no other conference have I seen such extensive dialogue - real interaction - between thecompanies in need of services and solutions and those supplying the companies. SharedServices & Outsourcing Week drives true collaboration and partnership, something we needmore of in these difficult economic times."

Rick Arpin, SVP & Corporate Controller, MGM Mirage

"It was great having so many companies and so many experiences being shared,

all in the same place. Definitely a successful and productive week"

Ruben Lopez, Operations Manager, Shared Marketing Services, HP Global Business Services

• CEOs, CIOs, COOs, and CFOs

• Strategic Sourcing & Service

Delivery Directors

• Operations & Business Services Directors

• Shared Services Directors / Managers

• Finance Directors & Corporate Controllers

• Procurement & Purchasing Directors

• BPO & Process Excellence Directors

• Heads of Performance

• Heads of Financial and Administration

Shared Services

• Heads of Technology Infrastructure

• IT Shared Services Managers & Heads of IT

• HR Shared Services Managers & Heads of HR

• Support Services Managers

Middle East & North Africa

Shared Services& Outsourcing Summit

SSON provides research, training, and networking for over

4,500 shared services executive members from over 50

countries around the world. Whether you need resources to

write a report, facts to benchmark performance against or

simply want to meet some of your peers at the same stage

of development we can support you.

Sign up today, pay only $149.99 USD and receive benefits that will help you to take your

implementation to the next level. Website: www.ssonetwork.comEmail: info@ssonetwork.com Phone: +44 (0)20 7368 9300

is the number one subscription publication for Shared Services

and outsourcing executives. Containing best practice case study

approaches to strategic issues, every issue is a mine of innovative ideas and experience that

can help you to do your job better. It’s also the place to get the long view on trends in the

marketplace.

Our regular features include:

If you’re looking for independent advice straight from your peers plus the bigger picture on the

shared services and outsourcing space Shared Services News delivers all of this and more.

Join thousands of your peers and subscribe to be a premium member today to receive 10

issues a year.

• Culture and Communications

• Driving Business Value

• Talent – getting it and

keeping it

• Captive vs Outsourcing mix

• Multifunctional Scope

• Change management

• Customer satisfaction

• Globalization

• Governance and compliance

5 WAYS TO REGISTER

Online: www.sharedservicesmesummit.com

Phone: +971 4 364 2975

Fax: +971 4 363 1938

Email: enquiry@iqpc.ae

Post: IQPC Dubai FZ LLC

PO Box 502397

Dubai, UAE

Mövenpick Hotel Jumeirah Beach

P.O. Box 282825

Jumeirah Beach Residence

Dubai

United Arab Emirates

Tel: +971 4 449 8888

Fax: +971 4 449 8889

Email: hotel.jumeirahbeach@moevenpick.com

Web: www.moevenpick-hotels.com

TEAM DISCOUNTS:

Team discounts available on request.

Call +971 4 364 2975 for more information.

VENUE & ACCOMMODATION:

Hotel accommodation and travel costs are

not included in the registration fee. For

assistance in your travel and accommodation

requirements, please refer to details below:

Room Reservation

Special / corporate rate for room

accommodation is available in the hotel.

You may contact the hotel directly as per the

details above quoting IQPC Middle East or

the name of the conference.

Flight Reservation

Contact Anuj Sachdev or Charo Marie at

SNTTA Travel & Tours LLC Dubai.

Email: iqpc@snttadubai.com

Tel: +971 4 282 9000

Fax: +971 4 282 9988

www.sntta.com

Please book at the earliest for your convenience.

CONFERENCE DOCUMENTATION:

If you cannot make the dates you can still access

all of the presentations delivered throughout the

conference days for just US $450, post event.

Contact us on +971 4 364 2975 for further details.

PAYMENT POLICY:Payment is due in full at the time of registration

and includes lunches, refreshments and detailed

conference materials.

Your registration will not be confirmed until

payment is received and may be subject to

cancellation.

If a booking is received 10 working days before

the conference a credit card number will be

required to confirm your place, likewise if full

payment has not been received before the

conference date.

DISCOUNTS:All 'Early Bird' Discounts require payment

at time of registration and before the

cut-off date in order to receive any discount.

Any other discounts offered by IQPC

(including team discounts) must also require

payment at the time of registration. All discount

offers cannot be combined with any other offer.

CANCELLATION, POSTPONEMENT ANDSUBSTITUTION POLICY:• You may substitute delegates at any time by

providing reasonable advance notice to IQPC.

• For any cancellations received in writing not less

than eight (8) days prior to the conference, you

will receive a 90% credit to be used at another

IQPC conference which must occur within one

year from the date of issuance of such credit. An

administration fee of 10% of the contract fee will

be retained by IQPC for all permitted

cancellations. No credit will be issued for any

cancellations occurring within seven (7) days

(inclusive) of the conference.

• In the event that IQPC cancels an event for any

reason, you will receive a credit for 100% of the

contract fee paid. You may use this credit for

another IQPC event to be mutually agreed with

IQPC, which must occur within one year from the

date of cancellation.

• In the event that IQPC postpones an event for

any reason and the delegate is unable or

unwilling to attend in on the rescheduled date,

you will receive a credit for 100% of the contract

fee paid. You may use this credit for another

IQPC event to be mutually agreed with IQPC,

which must occur within one year from the date

of postponement.

• Except as specified above, no credits will be

issued for cancellations. There are no refunds

given under any circumstances.

• IQPC is not responsible for any loss or damage

as a result of a substitution, alteration or

cancellation/postponement of an event.

IQPC shall assume no liability whatsoever in the

event this conference is cancelled, rescheduled

or postponed due to a fortuitous event,

Act of God, unforeseen occurrence or any

other event that renders performance of this

conference impracticable, illegal or impossible.

For purposes of this clause, a fortuitous event

shall include, but not be limited to: war, fire, labor

strike, extreme weather or other emergency.

PROGRAMME CHANGES: • Please note that while speakers and topics were

confirmed at the time of publishing, circumstances

beyond the control of the organizers may

necessitate substitutions, alterations or

cancellations of the speakers and/or topics.

As such, IQPC reserves the right to alter or

modify the advertised speakers and/or topics if

necessary without any liability to you whatsoever.

Any substitutions or alterations will be updated

on our web page as soon as possible.

YOUR DETAILS:Please email our database manager at

enquiry@iqpc.ae and inform him/her of

any incorrect details which will be

amended accordingly.

Event Code: 17156.002Please complete in BLOCK CAPITALS as information is used to produce delegate badges. Please photocopy for multiple bookings.

Please do not remove this label even if it is not addressed to you.Your Priority Registration Code is printed on the top of the label above. Please quote it when registering:

DELEGATE DETAILS

DELEGATE 1 Mr Mrs Ms Dr Other

First Name:

Surname:

Email:

Telephone:

Job Title:

Department:

Organisation:

Nature of business:

Address:

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Telephone:

Fax:

Name of Department Head:

Name of Training Manager:

Signature:

Date:

PAYMENT TERMS Payment is due upon receipt of invoice. Bookings received within 10 working days of the conference require a

credit card number to confirm your place. Payment prior to the event is mandatory for attendance. All bookings

gaining the early bird discount must be paid before the early bird date, otherwise the full rate will be applied

and charged. In these instances, payment of the full amount will be required before entry to the event.

PAYMENT METHOD

We also accept payment by the following methods:

By Credit Card

Please debit my credit card: Visa Mastercard American Express

Card No:

Valid From: Expiry Date: Issue Number:

Card Holder’s name: Signature:

Card billing address: (if different from Co.address)

Country: Postcode:

Cheque / Bank Draft: Made payable to IQPC FZ LLC

By Direct Transfer: Please quote AE 17156.002 with remittance advice

IQPC Bank Details: Account name: INTL QUALITY & PROD CEN FZ LLC

Account No.: 020 – 879714 - 100 Swift Code: BBME AEAD

HSBC Bank Middle East Limited, Bur Dubai Branch, P.O. Box: 66, Dubai, UAE.All Bank charges to be borne by the payer. Please ensure that IQPC receives the full invoicedamount. Please tick the appropriate box if you would like to pay by one of these methods and our customer services team will contact you directly to finalise the payment.

• Discounts cannot be combined

• Discounts are not valid if payment is received after closing date

• Payment prior to conference is mandatory for attendance

• Only premium members are eligible for the SSON members discount

PRIORITY BOOKING FORM

Summit package Book before 4 November 2010 Book before 16 December 2010 Book before 13 January 2011 Standard price

SSON premium members Non-SSON members SSON premium members Non-SSON members SSON premium members Non-SSON members SSON premium members Non-SSON members

Gold package US $3,840 US $4,265 US $4,070 US $4,515 US $4,290 US $4,765 US $4,515(Summit + Save US $1,175 Save US $750 Save US $945 Save US $500 Save US $725 Save US $250 Save US $500 US $5,0152 workshop days)

Silver package US $2,980 US $3,312 US $3,160 US $3,510 US $3,331 US $3,702 US $3,510(Summit + Save US $917 Save US $585 Save US $737 Save US $387 Save US $566 Save US $195 Save US $387 US $3,8971 workshop day)

US $1,915 US $2,124 US $2,025 US $2,250 US $2,140 US $2,375 US $2,250Summit only Save US $584 Save US $375 Save US $474 Save US $249 Save US $359 Save US $124 Save US $249 US $2,499

International summit: 14 - 15 February 2011Interactive workshops: 13 & 16 February 2011The Mövenpick Hotel, Jumeirah BeachResidence, Dubai, United Arab Emirates

Book and pay before 4 November 2010 and save US $750

Middle East & North Africa

Shared Services& Outsourcing Summit

I want to become a premium member of SSON today ($149.95) I want to be an associate member (free) Do not contact me in regards to SSON