reinventing the sso executive to become a strategic and ... · reinventing the sso executive to...
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SUPER EARLY BIRD | Register and pay by 17th February 2017 save up to$1500*
Reinventing the SSO Executive to Become a Strategic and Influential Business Partner
see page 3 for full speaker lineup
13-16 June 2017 • The Hilton, Sydney, Australia
FEATURING 60+ SPEAKERS INCLUDING…
www.sharedservicesweek.com.au • @SSOWEEK
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The SSO Vision Envision an environment in which SSOs can improve an organisations’ overall financial and operational performance.Where Robotic Process Automation and other technologies drive hugely efficient processes and transactions. Where operational excellence is embedded, and quality is on par with cost reduction as the core objective. Where immediate and real time performance indicators across the service portfolio are displayed via dashboards to convey how responsively and accurately your SSO is functioning. Where the SSO offers multiple career paths and has the highest culture scores of all functions within the organisation. Where SSO staff have an instilled sense of importance as service owners and go the extra mile to improve customer experience. Most importantly, where the SSO has influence and a seat in the boardroom during strategic discussions, given its strong analytics capabilities and ability to derive insights from data.
Unfortunately, this is still a future vision for many organisations, given SSOs are often seen as the depot for noncritical support and transactional tasks.
The vision of SSOW 2017 is to change that; to connect SSO executives, facilitate the cross-pollination of ideas, drive solutions-based discussion, and develop partnerships, all to help drive the blueprint for operational excellence forward.
However, we understand every organisation is different. The scope and potential of your SSO differs due to your business’s vision.
That is why in 2017, SSOW has tailored the program to three tiers of scope; 1. Those with limited scope and resources who would like to achieve a basic and functional shared service to drive efficiency and cost reduction;
2. Those with slightly more scope who are focused on process excellence and a minor amount of outsourcing; and
3. Those who have the sky as their limit, expanding their SSO and pushing the limits to enter the dynamic world of robotics.
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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Contents
2017 Speaker Panel ...............................................................................................5
What's In Store for 2017? ...................................................................................7
A Taste of the Results You're in For! .............................................................8
Event at a Glance ...................................................................................................9
The SSON Excellence Awards ........................................................................ 13
Pre-Conference Workshops ............................................................................ 13
Conference Day 1 .................................................................................................14
Conference Day 2 ................................................................................................19
Conference Day 3 ............................................................................................... 27
Site Tour .................................................................................................................. 32
CFO Boardroom ..................................................................................................33
Network With Your Peers................................................................................34
About Our Sponsors .........................................................................................36
What is SSON… And how can it help you? .............................................. 37
Booking Form .......................................................................................................38
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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Hello SSO Leader!
We want to bring the ‘slick’ and ‘strategic’ into shared services.
Shared services is an integral part of an organisation and SSO staff need to have that sense of importance instilled in them to drive their influence, importance, and career within the organisation.
With this in mind, SSOW 2017 has been shaped around 3 key ideas;
First, rather than focus on the past, 2017 will gaze into the future; head in the clouds, but feet firmly on the ground to focus on business transformation as a whole.
Second, key transformation methodologies like agile, leadership, design thinking, customer-centricity (both internally and externally), process innovation, RPA, and other technology, will be interweaved throughout the 3 days.
No matter what function, organisation, or process, you can learn how others have successfully applied these to become more efficient, fast-paced, and insightful. Then you can fine-tune their innovative strategy to deliver the same or even better results within your company.
To do this, presentations will become practical, take-home roadmaps. Gone are the days of the ‘speaker’; welcome are the days of the ‘facilitator’.
It will enable better networking, the ability to personalise your own agenda and ask key questions about the problems you are facing; the new formats cut straight to the data, and the ‘how to’. In the fast paced environment of 2017, this is absolutely necessary in enabling delegates to take away what really matters.
Finally, for 2017 we have added in a stream specifically for outsourcing.
With 122 functions from significantly large Australian organisations currently outsourced, (a number which is growing rapidly), there is huge demand to learn how others are driving successful relationships with external partners, overcoming cultural differences, and pursuing a ‘relationship’ rather than a ‘contract’.
Come and share in the excitement of what is shaping up to be the revolution of the ‘back-office’!
Regards,
Gracie FeaHead of SSOW 2017
Your Guide to Our ProgramBIGGEST HURDLE The problem that caused the speaker’s
transformation program the biggest issues, and how they were able to overcome it
DEEP DELVE Flash term for an interview
STRATEGIC VISIONS Thought leadership - where their SSO is
headed and the vision for the future
HOT SEAT #1 Tip from each speaker on solutions to
the challenge in question
IDG Interactive Discussion Group
KEY QUESTION What the session will hinge on and focus
on answering
LIGHTNING TALKS 4 speakers, 5 mins each, before the room
splits into 4 roundtables and you choose which discussion you would like to continue to be part of
PRIZE DRAW A variety of prizes will be drawn for the
competitions run by our sponsors over the week
SUCCESSION SPEECHES 3x speakers, 40 mins, 3 different themes
THINK TANK / GROUP THINK Flash term for panel discussions which
include more audience Q&A
TAG Theme of the session
2017 Advisory BoardPaul PembertonGeneral Manager Shared ServicesDB Schenker
Gavin IfieldHead of Business Services Holcim
John GearingGM Finance Shared Services Queensland Urban Utilities
Simen MunterGeneral Manager, Group Hubs ANZ (former)
Lakshman RatnamHead of Finance Shared ServicesNews Corp
Michelle RedfernHead of Enterprise Relationship ManagementNAB
Gavin MartinHead of Performance ManagementSuncorp
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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2017 Facilitators
Speaker 1Rod McGeoghCo-Chairman of the Australia New Zealand Leadership Forum
Rod McGeogh may have risen to prominence as the leader of Sydney's successful Olympics 2000 bid, but he has long had a remarkable career at the forefront of business, sports administration and the legal profession. In fact, he has been described as one of Australasia's most influential directors.
He is Co-Chairman of the Australia New Zealand Leadership Forum, a past President of the Law Society of NSW and a Member of the Order of Australia, awarded in recognition of his invaluable services to the legal profession.
BIG IDEAS SPEAKER
INTERNATIONAL SPEAKERS
Steve SharlowSenior Director/Corporate ControllerMitsubishi Hitachi Power Systems
Cindy GallagherSVP GBS ControllerDiscovery Communications (International)
Ross MacKayManaging Director, DHL Asia Pacific Shared Services DHL Express (International)
Shiromi RajendraCEOMAS Legato (International)
Maleeq SubianGM, ProcessMAS Legato (International)
Ian TurnerHead of Learning Shared Services TalkTalk (International)
Tim JohnsonHead of Insurance Operations DeliverySuncorp
Max MillerGM, StrategyTelstra Global Financial Services
Geoff GruebnerHead of Global Business Services ANZ BP
Dale CliffordHead of Business Architecture ANZ
David MahonyGM Financial ControlStockland
Rob DoyleGroup GM FinanceFairfax
Christophe Gantzer Confectionery Controller / Finance Director ANZNestlé / Nespresso
Paul DuldigHead of University Services University of Melbourne
Cheryl NorbergenHead of Centre of Finance ExcellenceQantas
Andrew LoweManager, Group Tax & Shared Services Aurizon
Paul WoodCFODepartment of Foreign Affairs and Trade
Nina MuhleisenHead of World Class Delivery ModelANZ
Amy PoyntonGlobal Lead – HR Sustain and Governance, Rio Tinto
Lorna RaineCFOGeorge Weston Foods
Coretta BessiFormer Chief Procurement Officer NBN co
Gilbert ChowGM ProcurementFonterra Australia
Renata SguarioGM, Operational Excellence NAB
Lakshman Ratnam Head of Finance Shared ServicesNews Corp Former Business Transformation SpecialistColgate Palmolive
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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2017 Facilitators
Al McLeanDirector, Strategic HR & Corporate Shared ServicesACT Government
Violeta PerezAssociate Director, Statewide Management Reporting ServiceHealthShare NSW
Ben ParnisHead of Business Services Procurement at NAB
Nicole HarveyDirector HR Shared ServicesAustin Health
Kellie KingHead of Lean - TransformationBupa
Stephanie Naidoo Executive Manager Group Productivity, Commonwealth Bank
Dhugal FordGM Rollout and PMO, HR TransformationRio Tinto
Danielle RyanHead of Operations & Process Excellence Bank of Queensland
Gavin IfieldHead of Business Services, Holcim
Haris KomarlaHead of Procurement – Asia PacificDB Schenker
Matthew RaeManager, Networks Procurement and Supply Chain Lead, APA Group
Dr Christine Murphy Design Thinking Expert RMIT
Peri Diestelow Associate Director, HR Shared Services, Optus
Lara HigsonGeneral Manager Group Services, MMG
Jonathan NicholCFO ANZ / GFSSRegional Manager APACSandvik
Gavin MartinHead of Performance ManagementSuncorp
Steve HugginsonHead of Operations Coles Online
Thomas BegengCOOHealthShare NSW
Paul BloxhamChief EconomistHSBC
Sandra NeriHead of Supplier Relationship ManagementAustralia Post
Darren Fewster Executive Director, Global HR Shared Services and Innovation Telstra
Graham Tanton Executive Director Shared ServicesACT Government
Theresa KimGroup Manager Shared ServicesNZ Post
Cathy Doyle Experienced CHRO/ Former Chief People OfficerMcDonald’s
Emma GluskieGroup Procurement Manager COE and IT&T Coca-Cola Amatil
Shane LamontHead of Procurement and Supply ChainSydney Water
Robin BarlassDirector of Strategy and Support Services Metro Trains Melbourne
Sarah ParkinHR SS Service Delivery Manager, APAC Marsh & McLennan
Phil McMahonChief Operating Officer Department of Premier and Cabinet
Caroline MeyerHR DirectorThales
John GearingGM Finance Shared Services Queensland Urban Utilities
Tanya EalesGroup Head of People Services, Woolworths
Antoinette Brandi Group Manager ProcurementOZ Minerals
Jackie AggettHead of Procurement, Laing O’Rourke
Paul LeaverDirector, HR Specialist Services & Support Optus
Allison BellTalent Acquisition Lead - South East Asia and PacificMarsh & McLennan
Maree McMahonUnitingCare Queensland
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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New for 2017:
Goodbye 40 min presentations,hello interactive formats(see our guide for details!)
5 international case studies from Mitsubishi Hitachi Power Systems, Discovery Communications DHL Express, MAS Legato, TalkTalk
85% new speakers, most having never attended SSOW
24 new organisations presenting including Fairfax,
Stockland, Optus
New Awards Category … Leadership: 2017 Business Transformation Leader
20th Birthday Party – pretty self explanatory really - think fun, drinks, and entertainment!
2x Motivational Speakers: One a complete surprise! – the other Rod
McGeoch – expert in leadership (best known for securing the
2000 Sydney Olympics)
Top 50 Business Transformation Leaders’ Executive Club – invite
only, no vendors, network with the best SSO executives in Australia
Returning for 2017:6 workshops focused on RPA, customer centricity and unifying the front and back
office, strategic partnerships, and of course the staple ingredient to any transformation, embedding and managing change
2 Site Tours – Healthshare NSW and Qantas
No sales pitches! - 100% practitioner speaker faculty
Functional streams – Finance, Procurement, HR – allowing you to benchmark and drive your function to a more strategic role within your business
The SSOW Networking App and Live Polling – real time questions, real time benchmarking, real time results!
SSON Excellence Awards – Excellence in Value Creation, Excellence in People and Culture, Best SS Team, Best Process Improvement, 2017 Business Transformation Leader
Interactive Discussion Groups – led by a vendor and practitioner – 3x roundtables in 30 min rotations to delve into challenges and discover solutions
CFO Boardroom - too senior for SSOW? No chance! Breakaway with your CFO colleagues!
20th Year Anniversary 2017 is a significant landmark for SSOW, as we celebrate our 20th birthday!
To put that into context, we first launched the event when: Tiger Woods at 21 years old became the youngest ever
golfer to win the Masters Microsoft became the worlds most valuable company
valued at $261 billion dollars Princess Diana and Mother Teresa passed away Mars Pathfinder landed on Mars
The 1997 agenda was set on driving cost out of businesses. Fast forward to today, and the event brings together 400+ SSO executives all set on greater value and quality; reduced cost being the bonus.
While 2017 will be a celebration (and let us assure you, there will be ample opportunity to drink to our 20th year!), it won’t be all about the party.
Business transformation will still be front and centre.
Like the SSO industry, our focus has moved away from numbers and shifted toward quality.
Ensuring we have the right people in the room and making sure they have the best experience possible is all we care about these days. We too have become more customer centric, which is why 2017 is all about the ‘experience’, rather than the ‘event’.
What's In Store For 2017?
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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A Taste of the Results You're in For!
2017 Sponsorship OpportunitiesSSON provides a unique platform which encourages open conversation between practitioner and solution-provider. We take the time to get to know our customer so that we can help you navigate through the audience to find the best matches in terms of need and buying power.
SSO Week is an annual 'must-attend' event for businesses which have a service or solution that would bring benefit to an audience of senior executives leading their organisation’s SSC and related initiatives.
If you're interested in understanding how you an best profile your business at the event, contact Denzil Fernandez on +61 9229 1050 or email [email protected]
By Agile Restructure:Cost saved: $100mil in 5 yrs
By Outsourcing:
FTE reduction: 75 (5% of total workforce)
Relative Salary Savings by employing Indian staff:
50- 75%
By Spend:Spend reduction: 10-50%
across categories
By Operating Model:Cost saved : $90m p/a
FTE reduction: 500 Rapid implementation of
6 months
By Talent Management:Attrition improvement YoY:
Upwards of 50%
Mentored Staff Promotions: 60% of mentees promoted
or moved into expanded roles
Jobs filled by internal hires: 80%
By HR Self Service:Overall cost to serve: 50% plus
reduction
By RPA:60% cost to serve reduction 50% reduction in turnaround
times
By Leadership:10-15% less turnover
(onshore and offshore)
By Process Redesign:$100M improvement to free
cash flow in 12 months
$3M cost re-alignment, while improving customer service in
6 months
By Outsourcing:
Productivity Gain:40-45% over the next 5 years
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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08:40 Chair’s Welcoming
08:45 Discovering the Potential of Standardisation: Taking the Global out of GBS
09:15 Driving Rapid Business Transformation and Value Creation to Keep Up With Rapid Growth
09:45 Interactive App Session Benchmarking and Metrics: How Do You Compare?
CONFERENCE DAY 2: WEDNESDAY, 14 JUNE 2017
PEOPLE TECHNOLOGY
16:00 Rising Through the Ranks: Couriering Talent Up The Organisation
Using Back Office as the Engine to Drive Transformation
PEOPLE TECHNOLOGY
16:30 Insuring Your Organisation by Investing in Leadership and ‘Soft’ Skills
17:00 Group Think: Developing a Career Path and
Attracting Talent for the Future SSO Environment
Gaining Interest and Monetising RPA: Making it Scalable to Realise Benefits
Group Think: Is RPA Just Hype or Will it Dramatically Improve the SSO Landscape?
11:30 REGISTRATION / MEET & GREET LUNCH
12:45 SSON’s Opening Remarks
12:55 Opening Remarks from Conference Chairperson
13:10 Motivational Speaker – Rod McGeogh Alternative Thinking 14:00 Group Think Future of Business Transformation: How Relevant are Existing SSOs
and How Can We Ensure They Don’t Become Obsolete?
14:50 Debate: Robotic Process Automation Will Replace Outsourcing and Offshoring
17:45 Speed Networking
18:15 Shopping for Influence: Displaying Your Shared Service as a Supporter of Strategic Business Decisions
18:45 Strategic Visions
19:15 20TH BIRTHDAY PARTY!
CONFERENCE DAY 1: TUESDAY, 13 JUNE 2017
Workshop 1 Effectively Embedding and Managing Change
Workshop 2 Designing a Customer Centric Back Office
Workshop 3 Unifying the Front and Back Office to Become
Customer Centric
Workshop 4 Implementing Robotic Process Automation
Workshop 5 Driving a Successful Relationship With Your BPO
Workshop 6 Aligning Job Profiles Culturally to Offshore
Locations
PRE-CONFERENCE WORKSHOPS: TUESDAY, 13 JUNE 2017
07:00-
09:00
09:00-
11:00
11:00-
13:00
Event at a Glance
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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14:50 Nespresso's Tasteful Bid for Quality and Value Add Over Cost
Milking the Savings: How Fonterra has Instilled an Organisation Wide Culture of Spend Reduction
Think Tank Gazing Into the Crystal Ball For Strategic Workforce Planning
CONFERENCE DAY 2: WEDNESDAY, 14 JUNE 2017FINANCE PROCUREMENT / SUPPLY CHAIN HR SHARED & COMMON SERVICES
11:20 Calling on Your SSO for Insight: How Telstra is Dialing Into the Future of Finance
13:25 Hot Seats: 5 Experts, 25 Minutes, 5 Hot Tips...
Key Question: How do you position your SS as a strategic advisor to the rest of the organisation?
14:00 Colgate vs Newscorp: Benchmarking a SS and Raising it to the Next Level
11:55 Deep Delve Questionnaire: How Qantas Has Flown From Siloes to
Collaboration to Allow Data Flow and Business Insights
Sydney Water’s #1 Tactic For Pouring Strategy into the Supply Chain
Hot Seats: 5 Experts, 25 Minutes, 5 Hot Tips... Key Question: How do you move to end to end supply chain transformation?
Think Tank: Developing Strategic Partnerships With Suppliers
Think Tank: Procuring More Influence: Solid Tactics to Move Up the Value Curve
Opening the Lines of Communication: Using Your HRSS to Drive Business Intelligence
Hot Seats: 5 Experts, 25 Minutes, 5 Hot Tips... Key Question: How do you leverage data to provide insights?
Transforming your HR Organisation: Establishing an Effective Self-Service Offering as a Foundation
Think Tank: Empowering People to Drive Decision Making Across All Levels of the Organisation
Deep Delve Questionnaire: Expanding Your Network: Three Critical Concepts Telstra’s Used to Take Its HRSS Global and Leverage BPOs
No Foreign Concept: Improving the Communication Between Service Delivery Providers and the Department of Finance
Solutions Clinic
Patience and Caring: How Healthshare NSW Has Become Future Savvy and Flexible
15:50 Interactive Discussion Groups
18:20 Group Think Delving into Global Process Ownership: How Do We Assign and Best Leverage a Process Owner?
19:00 Pre-Awards Cocktail Reception Drinks And SSON Excellence Awards Gala Dinner
CONFERENCE DAY 3: THURSDAY, 15 JUNE 201708:25 Chairperson’s Opening Remarks
08:30 Interactive App Session 2017 Award Winners: How Did They Get From A to B?
Event at a Glance
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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CONFERENCE DAY 3: THURSDAY, 15 JUNE 2017
11:30 How Bank of Queensland Financed its Own Custom Design Platform For Less
Using Design Thinking, HCD, Agile to Transform the Most Critical Back Office Processes
Banking on the Back Office For External Customer Satisfaction (and How RPA is Helping)
Reading the Fine Print: Choosing a Partner Rather Than a Price
PROCESS INNOVATION CUSTOMER CENTRICITY OUTSOURCINGTECHNOLOGY & DATA
12:00 Be Educated How UTS is Boosting Technology to Provide Cost Effective and Customer Focused Services
How QUU Has Changed its Infrastructure: Devolving Responsibilities and Changing the VP from Governance and Service Excellence
How NAB has Unified Front and Back Office and Cashed in the Cheque For Customer Centricity
Stockland’s #1 Strategy For Developing and Operating a Successful Outsourcing Initiative
12:30 Lightning Bolt 1: Using Data Insights to Drive Efficiency
and Cost Savings
Lightning Bolt 2: Gaining Buy In and Staff Engagement
When Implementing RPA
Lightning Bolt 3: eProcurement: Making Your Sourcing
Process Agile and Responsive
Lightning Bolt 1: Centring on Innovation: Building on Solid Existing Platforms to Enhance Your SS
Lightning Bolt 2:Becoming Agile to Deliver Faster, Tailored Results
Lightning Bolt 3: Cleaning Up Waste: Becoming as Lean as Possible Before Introducing RPA
Lightning Bolt 1: The Role of Back Office in Improving External Customer Service
Lightning Bolt 2:Leveraging Technology to Deliver a Faster, Better, More Customer Centric Service
Lightning Bolt 3: Understanding Apply Design Thinking Methodologies to Become More Customer Centric
How Sandvik Engineered a Solid Relationship with its BPO
14:20 Mystery Big Ideas Speaker
15:40 2017/18 Industry Outlook
16:30 Closing Remarks From the Chair
09:15 Learning to Use Agile to Cut Cost and Headcount and Provide Better Quality Service
09:45 Group Think Charting the Future and Potential Gains of Outsourcing: Is it the Best Fit For Your Organisation?
10:30 Succession Speeches: Realise the Potential and Productivity Gains Of….
Event at a Glance
SITE TOURS : FRIDAY, 16 JUNE 2017
Qantas
Theme: ‘Eliminating Siloes’
HealthShare NSW
Theme: ‘Agile Operation’
09:00|
11:00
11:30|
13:30
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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Shared Services & Outsourcing Excellence Awards are a globally recognised annual industry awards ceremony, which honors and celebrates SSO and service delivery teams who have exceeded industry standards in their SS&O initiatives.
We want to hear your story!
If you would like to honor and recongise your teams’ efforts and successes then apply for a Shared Services & Outsourcing Excellence Award.
For more information visit sharedservicesweek.com.au to complete the online nomination forms.
BUSINESS TRANSFORMATION LEADER OF THE YEARHow has your SSO leader helped transform your shared services organisation and drive an inclusive culture of excellence?
NEW!
BEST SHARED SERVICES TEAM Teamwork is the bedrock of Shared Services; tell us how your team is working together to improve the bottom line of your SS&O
2016 Winner: Queensland Urban UtilitiesRunner up: Monash University
EXCELLENCE IN VALUE CREATION How is your SSO driving value and contributing to the operational and strategic objectives of the company?
2016 Winner: ACT Government Shared ServicesRunner up: TAS NZ
EXCELLENCE IN PEOPLE & CULTURE CREATIONHave you changed from a single-minded ‘me’ culture to a world-class, inclusive and collaborative team culture?
2016 Winner: Ports of AucklandRunner up: WNS
BEST PROCESS IMPROVEMENT & INNOVATIONThis can take many forms: moving to a customer focused approach, implementing benchmarking, training and innovation initiatives, six sigma and waste elimination, are just a few
2016 Winner: MAS LegatoRunner up: Rio Tinto and Infosys
The SSON Excellence Awards
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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Effectively Embedding and Managing Change The fundamental reason that the majority of projects fail is not technology and processes, but the people. This master class will focus on the challenges to successfully driving change in a complex, global transformation program. The discussion will use recent case studies to demonstrate how the approach taken to can contribute to the overall success of transformation.
By attending this workshop you will discuss: Embedding processes and ensuring effective
communication of change Developing a structured and integrated change
management approach Making the change meaningful, both in terms of what
it means for the organisation and for employees personally
Establishing frequent and open communication across all stakeholders around the need for change
Securing buy-in by facilitating employee participation and engagement
Understanding how people react to change so you can tailor your message accordingly
The role of leadership and stakeholder management in effective change management
Examine the role of the “Change Champion” and your impact on wider transformation
Amy PoyntonGlobal Lead – HR Sustain and GovernanceRio Tinto
Dhugal FordGM Rollout and PMO, HR TransformationRio Tinto
WORKSHOP 1 7 AM - 9 AM
Designing a Customer Centric SS organisationIt’s all about the customer experience. Most companies confine customer experience to the front-office— building customer centric strategies that go only half way. A truly customer-centric organization will connect back-office functions, namely billing, receivables, and product/service delivery to the front-office in order to gain a comprehensive view of your customers. That entails making sure every conversation, every transaction, every request, and every documented customer trait is accessible to all customer-facing staff of the business.
By attending this workshop you will: Enable your business to operate at lightning speed
through internal systems and processes Ensure customers get instant answers, immediate
resolutions and have positive experiences Regularly reassess and adapt to the changing demands
of the external customer Improve front and back office collaboration
Stephanie NaidooExecutive Manager Group Productivity Commonwealth Bank (TBC)
WORKSHOP 2 7 AM - 9 AM
Unifying the Front and Back Office to Become Customer Centric In today’s digital economy, your organisation’s success lies in the hands of your customers. Customer loyalty is sporadic, expectations are high and online reviews can propel you to greatness or destroy you. To succeed these days, your business needs to operate at lightning speed, with systems and internal processes that make sure customers get instant answers, immediate resolutions and have peaceful experiences along the way. Is your back office currently enabling this? The back office’s role in providing instant and accurate information, insight and service, is crucial to driving customer satisfaction.
By attending this workshop you will: Step up the productivity of your back office to deliver
customer centric service Unify front and back office to deliver faster, more
accurate information and insights to improve service Eliminate siloes, especially between the front and back
office Look holistically to improve end to end process and
think of the value chain organisation wide Use Human Centered Design and reimagine what the
customer wants Reengineer process to fit with your new vision
Renata SguarioGM, Operational ExcellenceNAB
WORKSHOP 3 9 AM - 11 AM
Pre-Conference Workshops: Tuesday, 13 June 2017
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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Implementing Robotic Process Automation As shared services mature and transactional processes are automated, it is the knowledge-centric, intelligence-driven aspect of service delivery that delivers the sustainable competitive advantage for shared service organisations. From uncovering the hidden productivity gems & opportunities to reduce cost, deploying RPA will contribute to freeing up human resources to focus on higher value tasks and contribute value-adding insights.
By attending this workshop you will discuss: Developing a business case and proof of concept Running a successful pilot, weeding out the
weaknesses, and rolling it out on a large scale How to deploy RPA across processes to cut costs,
reduce FTE and increase efficiency Using Design Thinking, Lean Management and RPA
as integral part of a broader intelligent automation strategy
Upskilling Staff to Maximise the Impact of RPA What to do with human resources once robotics are in
place Focusing on new and advanced services: leveraging
RPA to advance to higher level tasks
Dale CliffordHead of Business ArchitectureANZ
WORKSHOP 4 9 AM - 11 AM
Driving a Successful Relationship With Your BPO This master class will delve into the critical elements of success and failure in any BPO relationship, including how to turn around a struggling relationship with your BPO to ensure the best ROI and efficiency.
By attending this workshop you will: Develop an effective communication strategy Alignment with business objectives: aligning mutual
objectives requires collaboration between buyer and service provider
Practical governance of one or more BPOs Move from transactional to strategic partnerships
Facilitator TBC
WORKSHOP 5 11 AM - 1 PM
Aligning Job Profiles Culturally to Offshore Location If you are a Western multinational looking for an outsourced location to achieve the best ROI beyond labour arbitrage, you need to have the right cultural fit to achieve the best performance outcome. Companies spend 12-18 months just to replicate the performance of their onshore staff. Ensure you get the best fit from the start and learn how to continually manage your cross border workforce for improved performance. This session covers both cultural job profiling and a 4 step Culture Performance Framework that works to adjust those cultural behaviours that matter to performance the most. The Framework has been awarded the Telstra Business Finalist, Victoria (2016).
What will you gain? Case study for a FSS and GBS Client. Participants will learn how culture affects performance
for different job profiles. Understand how to select the most culturally aligned
countries based on the job profiles you wish to outsource.
An understanding of the 4-step Culture Performance Framework
Div PillayCo-Founder & MDMindTribes
WORKSHOP 6 11 AM - 1 PM
9:30 AM - 11:30AM
NEW FOR 2017 Business Transformation Executive Club
This exclusive network will enable Australia’s top business transformation executives to collaborate, cross-pollinate ideas, build and enhance discussion topics they have in store for the week.
Pre-Conference Workshops: Tuesday, 13 June 2017
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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11:30 REGISTRATION / MEET & GREET LUNCH
Private Lunch (invite only) – Sponsored by Blackline
12:45 SSON’s Opening Remarks
12:55 Opening Remarks from Conference Chairperson
13:10 Motivational Speaker – Rod McGeoch Alternative Thinking Rod McGeoch may have risen to prominence as the leader of Sydney’s successful
Olympics 2000, but behind that has a remarkable career at the forefront of business. He unites exemplary senior level management experience with an unparalleled commitment to achievement. Rod will deliver compelling insights into corporate strategies, leadership and team motivation. A few of Rod’s achievements:
14:00 Group Think Future of Business Transformation: How Relevant are Existing SSOs and How Can
We Ensure They Don’t Become Obsolete? 40% of Australian jobs will be automated by the year 2025. 5 million will be
automated internationally within 4 years. An estimated increase from $200m to $50billion enterprise spending on Robotic Process Automation technology over the next decade. AI will free employees for more innovative and strategic roles, driving business growth. So where does this leave Shared Services, Outsourcing, Offshoring, and Automation? This Keynote session will open the discussion of ‘where to next?’ and set the tone for the next 3 days.
Top 5 to Discuss and Solve: What is the future of shared services, outsourcing and offshoring? Is a captive model becoming more appealing?
What will the implications be if Australian organisations continue down the same track?
Is RPA just hype or does it pose real threat/potential to the current functions of an SSO?
How can organisations strategically prepare today to take advantage and gain a competitive edge in 5 years time?
Geoff Gruebner Head of Global Business Services
ANZ BP
Nina Muhleisen Head of World Class Delivery Model ANZ
Tanya Eales Group Head of People Services Woolworths
Steve Sharlow Senior Director/Corporate
Controller Mitsubishi Hitachi Power Systems
14:50 Debate: Robotic Process Automation Will Replace Outsourcing and Offshoring Are robots going to save us, or should we outsource or offshore? Robotic process
automation (RPA) applies specific technologies to automate routine, standardised tasks and free human employees from mundane tasks to apply themselves to core business objectives. It can drive 25-50% cost savings by automating data intensive, repetitive tasks, and by improving the accuracy and efficiency of process execution. RPA represents 33% of the cost of offshore FTE, what will this mean for outsourcing and offshoring?
Affirmative: TBC Negative: TBC
Sponsored by
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“Great one on one conversations in a non selling environment.”
Grant Johnstone, Commercial Payment Solutions, Mastercard
Automation Anywhere
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16:00 Rising Through the Ranks: Couriering Talent Up The Organisation DHL Express has around 700 staff in its SSC which services more than 140
countries. With a pool of talent and a focus on brining the next level up the ranks, new ideas have been rising to the surface. The cost reduction benefit can only last so long, whereas speed of change and revenue opportunities can deliver a lot of additional benefits, which is what more developing more analytically minded staff can deliver.
Key Question: How do you get staff thinking analytically and differentiate your SSC to get them to remain in your SSC long term?
Focus: Talent management, hiring, attracting and retaining the best staff, investing in training, higher value tasks, frequent feedback culture
Results to Date: Attrition Improvement YoY: More than 50% Mentored Staff Promotions: 60% of mentees promoted or moved into
expanded roles Jobs filled by internal hires: 80%
Biggest Hurdle Overcome: Embracing new ways of looking at old situations: not getting stuck with the same people and process
Ross MacKay Managing Director, DHL Asia Pacific Shared Services DHL Express (International)
16:00 Using Back Office as the Engine to Drive Transformation 75% of Metro Trains Melbourne’s strategic investment is in the back office.
With five product lines; digitisation for passenger and employees, rolling out RPA and automation of back office, insights and big data analytics through an integrated data platform, and the IOT to drive efficiency and maintenance, the back office is driving the charge using agile to support the transformation.
Key Question: How do you leverage technology and the back office to allow management to make faster, more accurate decisions with real time data?
Focus: Removing siloes, big data, insights, RPA, digitisation, agile, IoT
Results to Date: Targets: $20-30mil productivity savings over next 2-4 years Biggest Hurdle Overcome: Embedding a digital culture across the
organisation and changing staff mindset
Robin Barlass Director of Strategy and Support Services Metro Trains Melbourne
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What are you in for?!No matter how many external influences hit your SSO, how many robots you create, how much technology you choose to use, the success of your SS will always hinge on the people. Never has there been such a critical time to decide what your future (and present) workforce needs to look like in order to deliver tangible productivity results. Attracting that talent is the first step, retaining it the second. So how can you position SSO as a desirable career path and drive your back office to the forefront of the organisation?
What are you in for?!Perhaps the latest, most intriguing buzzword to hit organisations is Robotic Process Automation (RPA) which is perceived to be a very sophisticated concept. However, it is usually a lot simpler than expected. With each ‘robot’ costing around 5-10k, there is huge scope to use this new form of automation to transform your back office and free up human resources to focus on more strategic tasks. Other technology that provides insights into big data and digitisation can also be a big draw card for productivity and customer centricity. This stream will delve into the magnificent possibilities technology presents.
16:30 Insuring Your Organisation by Investing in Leadership and ‘Soft’ Skills A shared service’s value to the organisation is driven by its people. For the
back office to thrive and become influential, having an inspirational leader is critical, as is attracting the best talent. Setting the vision of SS as a career, and not merely transactional work will ultimately determine the competitiveness of your back office.
16:30 Gaining Interest and Monetising RPA: Making it Scalable to Realise Benefits ANZ has a couple of hundred robots and is now formalising the next
step in RPA to build broader capability, scalable across the organisation. Reengineering and simplifying process has been a critical element in the deployment of RPA. It has been running pilot programs in all areas of the business, but work is most advanced in its finance department, HR, payments and mortgage processing.
Conference Day 1: Tuesday, 13 June 2017
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Key Question: How can you lead your SSC with a vengeance and launch and gain traction on your inspirational and ambitious vision?
Focus: Quality over cost, insights, talent, leadership, culture that drives influence and excellence, becoming a competitive SSC
Results to Date: 10-15% less turnover (onshore and offshore) Internal promotions Self-driven culture program
Targets: Career pathways in SSC, attracting best talent to SSC, even lower turnover offshore
Biggest Hurdle Overcome: Gaining traction and enthusiasm for your SSO vision and communicate effectively to keep people engaged
Gavin Martin Head of Performance Management Suncorp
17:00 Group Think: Developing a Career Path and Attracting Talent for the Future SSO Environment With automation taking over entry level transactional tasks, how can
organisations attract the right talent for higher value tasks when a mix of processes are being automated or outsourced? The SS market is transforming right before our eyes - fewer FTEs, more judgment based activities and a whole different profile of expensive talent. As baby-boomers continue to work longer and millennials progress their career, SSC leaders for the first time are finding themselves managing staff across multiple-generational divides.
Top 5 to Discuss and Solve: With automation and digitization, how can SS adapt to the future workforce? Attracting talent: how can we market SS to be more appealing? How can we strategically prepare and manage the future workforce to
ensure talent is most appropriately matched to tasks? Pitching SSO as a career: developing and portraying a vision for your SS How can we create a culture across multiple generations whilst still treating
people as individuals?
Cathy Doyle Experienced CHRO
/ Former Chief People Officer
McDonald’s
Ross MacKay Managing Director,
DHL Asia Pacific Shared Services
DHL Express
Allison Bell Talent Acquisition
Lead - South East Asia and Pacific
Marsh & McLennan
Key Question: How can you upscale RPA to realise the benefits?
Focus: Reengineering process, customer satisfaction, business architecture, RPA, strategy, functionality to capability
Results to Date: To be announced closer to Summit
Biggest Hurdle Overcome: Managing change, changing mindset and distilling the negative connotations associated with robotics
Dale Clifford Head of Business Architecture ANZ
17:00 Group Think: Is RPA Just Hype or Will it Dramatically Improve the SSO Landscape? The benefit of RPA goes beyond productivity; it delivers timeliness, accuracy,
and predictive capabilities. But in reality, how significantly is it going to affect and have a positive influence on SSCs and BPOs? Implementing it can be a challenge, especially when there is a slight change in existing infrastructure. In an environment where most organisations are still grappling with this and figuring out exactly what RPA can realistically and sustainably deliver on, this panel will move beyond proof of concept and into the actual obtainable deliverables.
Top 5 to Discuss and Solve: Is RPA actually worth the time and effort? If it is, how do you know if it is the right fit for your organisation? What will actually change: what do operations look like post-RPA? How do we go about implementing RPA? What does an organisation with robots realise in productivity and cost gains?
Max Miller GM, Strategy Telstra Global
Financial Services
Geoff Gruebner Head of Global
Business Services ANZ
BP
Tim Johnson Head of Insurance
Operations Delivery
Suncorp
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17:45 Speed Networking A structured interactive session designed to help you expand your network
through one-on-one focused conversations. Bring your business cards!
18:15 Shopping for Influence: Displaying Your Shared Service as a Supporter of Strategic Business Decisions The role of the shared services leader has changed significantly over the past
5 years. A role that was formerly just responsible for tactical activities like increasing efficiency, process improvement and cost reduction, is now more of a strategic visionary. They must help the organisation seize opportunities and manage risk across functions amidst continual technology changes and rapidly transformational geographic boundaries. Significant gaps exist between the newly demanded capabilities and the ability to deliver.
Key Question: Change Leadership: how can you carefully plan, design, and communicate of a clear vision of the future?
Focus: Strategic planning, vision, transformational leadership, partnering and relationship building, influence competencies, designing and managing multi-organisational initiatives, getting others to buy into the vision
Biggest Hurdle Overcome: Inspiring and motivating your team to accomplish the best results
Tanya Eales Group Head of People Services Woolworths
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18:45 Strategic Visions A succinct and persuasive pitch of the vision for their SSO. In just 3 minutes each, 8
experts will sell you their ambitious plans to set the context, foresight, and raise the benchmark for the next two days.
Nina Muhleisen Head of World Class
Delivery Model ANZ
Cindy Gallagher SVP GBS Controller Discovery
Communications
Christophe Gantzer Confectionery
Controller ANZ Nestle
Shane Lamont Head of Procurement
and Supply Chain Sydney Water
Darren Fewster Executive Director,
Global HR Shared Services and Innovation
Telstra
Steve Sharlow Senior Director/
Corporate Controller Mitsubishi Hitachi
Power Systems
Paul Duldig Head of University
Services University of
Melbourne
Renata Sguario GM, Operational
Excellence NAB
19:15 20th Birthday Party!
Private Dinner (invite only) – Sponsored by WNS
Conference Day 1: Tuesday, 13 June 2017
“SSOW 2016 reinvigorated my passion for the innovative and transformational shared services profession through three fun packed days of networking and learning more about others' achievements and challenges, along with their advice on getting the best outcome.”
Maree McMahon, GM Corporate Services, Open Minds
“Part inspirational, part informative - great to benchmark.”
Amie Munro, Manager People Central, nbn
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08:00 REGISTRATION
08:40 Chair’s Welcoming
08:45 Leapfrogging the Maturity Curve: Discovering the Potential of Acceleration Organisations used to think they had to do SSC a certain way with a slow maturity
curve of centralization, standardization, PEX, Automation, outsourcing, etc. Isn’t it time we broke the rules or at least re-examined the process? With so much SSC industry experience, millennial talent and new digital technology, organisations are thinking of ways to leapfrog the maturity curve and go from 0 to GBS in just 2 years.
Key Question: How can you accelerate your SSO journey and leap-frog the maturity curve?
Results to Date: $100M improvement to free cash flow in 12 months $3M cost re-alignment, while improving customer service in 6 months
Targets: Days Payable Outstanding of 60 days Days Sales Outstanding of 80 days
Biggest Hurdle Overcome: Changing the mindset of our internal customers to see the beyond the transactional value of GBS, unlocking the potential of the organization while riding the wave of a disruptive industry
International Keynote: Cindy Gallagher SVP GBS Controller Discovery Communications
09:15 Driving Rapid Business Transformation and Value Creation to Keep Up With Rapid Growth
Steve Sharlow is a Senior Director/Corporate Controller, transformational leader & former advisor for various private and public organizations including Uber, HP, Eaton, Halliburton, UNC, US military.
Steve will address various levers along the transformational journey depending on the maturity of the company.
Initial stages of exploring SSO: Focusing on standardization and organizational alignment
The more mature SSO: Maximizing customer service and efficiency
Key Question: How do you ensure maximum productivity gains at various levels of the maturity curve?
International Keynote: Steve Sharlow Senior Director/Corporate Controller Mitsubishi Hitachi Power Systems
09:45 Interactive App Session Benchmarking and Metrics: How Do You Compare? Using the SSOW app, this is a chance to see exactly where your organisation sits
in relation to leading Australian SSOs, and benchmark that internationally. In this interactive session, the entire room will get involved in sharing their metrics and discussing practical steps on how to raise the bar from where they are now, to where they need to be to gain a competitive advantage and become industry leaders, both nationally, and internationally.
An expert panel will elaborate on how their organisations have realised their goals and moved from the status quo, to become leading SSO organisations.
10:45 COFFEE AND NETWORKING BREAK
11:15 Streams Begin
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“Very good. I am new to shared services and I learnt a lot about different models and how to get the best out of my team.”
Sarah Vandersee, Director, Advisory Services, Queensland Shared Services
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TRANSFORMATION TECHNIQUES
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What are you in for?!Enterprises worldwide are asking their procurement teams to play a larger and more strategic role in the overall corporate growth and deliver sustainable business results. To meet these new expectations, procurement functions must transform their legacy processes, practices and structures, and align them with the current needs of the enterprise. With this in mind, this stream will look to the future of procurement and the shift from the traditional relationship both internally and externally.
11:20 Sydney Water’s #1 Tactic For Pouring Strategy into the Supply Chain with End-To-End Transformation With $60bil of assets, Sydney
Water has moved from procurement to end to end supply chain transformation to build an impressive value chain across the business. Its vision is to have input further up the strategy line and become strategic advisors to the business of how supply chain can create advancements. A new ERP implementation is the backbone in enabling this.
Key Question: How do you moving from procurement to end-to-end supply chain transformation and position procurement as a strategic business advisor?
What are you in for?!HRSS is continuously evolving to meet a new set of demands, operating more like a commercial business—focused on cost control, value creation, and customer service all at once. Organizations have used HRSS for years to handle highly transactional services like HR data administration and basic employee inquiry resolution. Now, a range of interactive and knowledge-based services are emerging and HRSS are becoming more strategically focused.
This stream will assess how HR can better advise the organisation and drive ROI.
11:20 Opening the Lines of Communication: Using Your HRSS to Drive Business Intelligence
Having established a robust SS internally, Optus is using analytics to understand the drivers of and relationship between retention, productivity and performance.It is also continuing to drive changes in its service delivery model, including BPO and robotics, while keeping the analytics office onshore; all in the spirit of automating the admin to free up time to crunch the metrics.
Key Question: How can HRSS leverage data to drive business intelligence?
Focus: Data analytics, outsourcing and offshoring processes, leveraging existing SS staff for higher value tasks
11:20 No Foreign Concept: Improving the Communication Between Service Delivery Providers and the Department of Finance
Key Question: How can service providers work more collaboratively with the Department of Finance?
Focus: Collaboration, agility, change management, red tape innovation
Biggest Hurdle Overcome: Transforming the culture within the organisation
Paul Wood CFO Department of Foreign Affairs
and Trade
What are you in for?!The confluence of data availability, analytic horsepower, collaboration mediums and visualization tools are empowering the finance professional to deliver timely insights that drive faster, more confident decision-making that creates value. RPA and automation are enabling these higher value tasks.
This stream will delve into how finance functions are leveraging these tools to position themselves as strategic advisors of business
11:20 Calling on Your SSO for Insight: How Telstra is Dialing Into the Future of Finance by Becoming a Global SS and Implementing RPA Telstra established a global
finance services group in April, with a broad range of Shared Service functions including billing, credit risk management, fraud, revenue assurance, all rolled into international functions. With 2.5k people already in the Global Shared Service, the opportunities are growing beyond finance, and helping realise Telstra’s long-term vision.
Key Question: How do you take a global finance services group and become a global business services group?
Focus: RPA, offshoring, higher value tasks, consolidating BPO portfolio, commercialisation, expanding scope
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What are you in for?!With rapid economic and social change, the Australian Public Service is having to transform to meet new customer demands and adapt to budget constraints. To respond faster, the APS must become modern and agile so it can keep up with the expectations of Government and the Australian community. Adopting an outcomes-oriented approach to transformation with an emphasis on implementing new approaches, learning and moving quickly has become a key focus for the APS. This stream will delve deeper into what needs to happen for the transformation to be a success.
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Focus: ERP, value chain, end-to-end supply chain, strategic advisory, partnership, performance metrics
Biggest Hurdle Overcome: Finding the right measurements and metrics to cater for different parts of the business
Shane Lamont Head of Procurement and Supply Chain Sydney Water
Biggest Hurdle Overcome: Change fatigue, embedding new processes and ensuring we have the right technology and capabilities.
Paul Leaver Director, HR Specialist Services & Support Optus
Peri Diestelow Associate Director, HR Shared Services Optus
Biggest Hurdle Overcome: Difference between offshore and onshore cultures
Max Miller GM, Strategy Telstra Global Financial Services
11:50 TAKE 5
11:55 Think Tank: Procuring More Influence: Solid Tactics to Move Up the Value Curve and Become a Strategic Partnerr End to end supply chain
transformation is becoming the next step following procurement to improve the value chain. But how can you take that next step within your organisation?
Top 5 to Discuss and Solve: How can procurement gain
more influence and position itself as a strategic partner to the business?
Developing an organization-wide procurement strategy aligned to business goals
Managing high value or strategic tenders
Moving from traditional sourcing to end to end
11:55 Deep Delve Questionnaire: Expanding Your Network: Three
Critical Concepts Telstra’s Used to Take Its HRSS Global and Leverage BPOs
Telstra operates in more than 20 countries. The ASX listed company is establishing global SS operations that are functionally aligned and a mixture of captive and outsourced operations.
Key Question: How do you balance the move to a global support model whilst maintaining quality support across current SS operations in Australia?
Focus: Moving to a single HR global SS model, offshoring your customer support centre, global process ownership
11:55 A Healthy Patience: How Healthshare NSW Has Adopted Agile to Become Future Savvy and Flexible Healthshare NSW has
restructured to meet contestability demands and is using an agile rapid impvlementation cycle approach. It is 3 years into surveying the VP of customers, closing the feedback loop, processing the learning, and scaling up agile teams.
Key Question: How can you convert your attention and resources to future demands that have no direct relevance right now?
Focus: Agile, RPA, digitisation, customer centricity, engagement, culture index
11:55 Deep Delve Questionnaire: How Qantas Has Flown From
Siloes to Collaboration to Allow Data Flow and Business Insights
Qantas and Jetstar have adopted a collaborative approach to their outsourcing contracts, but Qantas’ main focus has been internally with its five SS functions. It has standardised reporting across the entire group to improve information and data flow across the organisation, forming a less siloed approach to their SS.
Key Question: How do you reduce siloes to improve data and information flow and drive real insights and business results?
Focus: Data Flow, Reducing Siloes, Collaboration, Balancing Flexibility with Efficiency, Changing Mindset to End to End Process Thinking
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category management Using agile, design thinking
and HCD methodologies to develop a customer centric procurement function
Emma Gluskie Group Procurement Manager
COE and IT&T Coca-Cola Amatil
Antoinette Brandi Group Manager Procurement OZ Minerals
Biggest Hurdle Overcome: maintaining business as usual and quality service to customers
Darren Fewster Executive Director, Global HR Shared Services and
Innovation Telstra
Results to date: Cost saved: $100mil in 5 yrs Significant culture index
improvement Improvement in customer
satisfaction
Biggest Hurdle Overcome:
Thomas Begeng Chief Operating Officer HealthShare NSW
Biggest Hurdle Overcome: Changing mindset to end to end process thinking
Cheryl Norbergen Head of Centre of Finance
Excellence Qantas
12:25 NETWORKING LUNCH SPONSORED BY THOMPSON REUTERS
13:25 Key Question: How do you position your procurement function as a strategic advisor to the rest of your organisation?
Gilbert Chow GM Procurement Fonterra Australia
Shane Lamont Head of Procurement & Supply Chain Sydney Water
Emma Gluskie Group Procurement Manager COE and IT&T Coca-Cola Amatil
Matthew Rae Manager, Networks Procurement
and Supply Chain Lead APA Group
Jackie Aggett Head of Procurement Laing O’Rourke
13:25 Key Question: How do you position your HR function as a strategic advisor to the rest of your organisation?
Paul Leaver Director, HR Specialist Services &
Support Optus
Darren Fewster Executive Director, Global HR Shared Services and Innovation Telstra
Caroline Meyer HR Director Thales
Cathy Doyle Experienced CHRO /Former
Chief People Officer, McDonald’s
Sarah Parkin HR SS Service Delivery Manager,
APAC Marsh & McLennan
13:25 Solutions Clinic: In a group table discussion,
delegates will discuss a particular issue. Each table will be assigned a key issue raised during the previous session to address and present back to the group, the general consensus / solution of the table.
13:25 Key Question: How do you position your finance function as a strategic advisor to the rest of the organisation?
Cheryl Norbergen Head of Centre of Finance
Excellence Qantas
Lakshman Ratnam Head of Finance Shared Services News Corp
Christophe Gantzer Confectionery Controller ANZ Nestle
Max Miller GM, Strategy Telstra Global Financial
Services
PROCUREMENT & SUPPLY CHAIN HR SHARED & COMMON SERVICES FINANCE
Hot Seats: 5 Experts, 25 Minutes, 5 Hot Tips...
Conference Day 2: Wednesday, 14 June 2017
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13:55 TAKE 5
14:00 Think Tank Developing Strategic Partnerships With Suppliers to Drive Business Growth, Collaboration and Cost Reduction How do you set up collaborative
and strategic relationships with suppliers?
Whether they’re BPOs or day to day suppliers, Australian organisations are turning to ‘Supplier Summits’ or ‘Executive Strategic Meetings’ to take relationships to the next level. Perceiving your suppliers like you would employees, attracting and retaining the right talent and allowing them to progress up the value curve is becoming a key transformation focus.
Top 5 to Discuss and Solve: Moving away from the
cooperation phase and entering the collaboration phase
Leveraging strategic relations with suppliers to drive high business growth, supply chain resiliency and value chain optimization
Aligning internal procurement objectives and KPIs with that of the strategic partner
Building robust contract management and supplier performance systems to create a sustainable relationship
14:00 Transforming your HR Organisation: Establishing an Effective Self-Service Offering as a Foundation
Rio Tinto has established a new HR organization, including a self-service function supporting approximately 50,000 employees globally. By identifying the capability requirements to support a transformed process and technology environment, access to information and communication has improved as the transformed HR organization has been brought to life.
Key Question: How do you translate an operating model into a simple HR service delivery model and identify the capability required to support this transformation?
Focus: Investing wisely, implementation, project management, capability, outsourcing and offshoring
Results to Date: Overall cost to serve: 50% plus
reduction Accelerated delivery of
value Ongoing increase in self-
service adoption
Targets: More affordable, agile, HR function with better capability to support the business and continue to drive toward World Class HR Performance
14:00 Colgate: A Fresh Approach to Implementing a High Performing SS
Colgate Palmolive is a pioneering SS which offered a significant contribution to the ‘rule book’ for GBS. Lakshman Ratnam was involved in implementing Colgate Palmolive’s global, standardised and technology enhanced delivery model, delivering value adding services to more than 200 locations. About 70% of Colgate’s finance and back office work are now completed in its four global shared services. Now Mr Ratnam is driving the vision for Newscorp’s SS.
Key Question: How do you take the Finance and Admin functions and develop it into a high performing and value adding business service?
Focus: Focusing on quality of output and value adding. Efficiency and effectiveness. Gaining buy in.
Results to Date: Work is performed at the best
location delivering improved quality, speed and controls
Finance costs are significantly reduced
Biggest Hurdle Overcome: Gaining buy-in and trust from senior executives to focus on delivering quality and extracting value rather than focussing only
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14:00 Think Tank Empowering People to Drive Decision Making Across All Levels of Your SS to Drive Strategy and Growth Effective SS leaders are pushing
and empowering their staff to take ownership for their teams or ‘business’.
Top 5 to Discuss and Solve: How can we instill a sense
of importance in SS and drive influence within the organisation?
How can we empower SS staff to drive change up to the top rather than the top just driving change down?
What is the biggest factor in successfully getting people to develop as a SS worker?
How can you create and embed a culture of excellence within your SS team?
How do you drive decision making and skillsets away from the transactional mindset and toward the strategic capability?
Phil McMahon COO Department of Premier and Cabinet
Dale Clarke Director People Services
Department of Education and Training
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Setting up an SRM from scratch: using design thinking, leadership, relationship management
Coretta Bessi Former Chief Procurement Officer NBN co
Michelle Redfern Head of Enterprise Relationship Management NAB
Jackie Aggett Head of Procurement Laing O’Rourke
Biggest Hurdle Overcome: Measuring and moving from stabilisation to a sustained effective organisation, maintaining service levels during implementation
Amy Poynton Global Lead HR Transformation
Dhugal Ford Global Rollout and PMO Lead HR Transformation
on cost and labor arbitrage. Developing a structured basis to transform, while minimizing business disruption and maximising new process uptake.
Lakshman Ratnam Head of Finance Shared Services News Corp Former Business Transformation Specialist Colgate Palmolive
14:45 TAKE 5
14:50 Milking the Savings: How Fonterra has Instilled an Organisation Wide Culture of Spend Reduction
Fonterra has shifted the focus to spend reduction rather than just price cutting by working more effectively with vendors. The initiative has spread from procurement across the organisation. It has reviewed its contract management system, in which 100k was spent in the past, now that figure is just.
Key Question: How do you shift the focus from price to spend reduction and create this culture across the organisation and identify the areas for most reduction?
14:50 Think Tank Gazing Into the Crystal Ball For Strategic Workforce Planning to Remain Competitive as a SS Workforce planning is no
mean feat. To decide what the workforce needs to look like in 5 years, you need to know what business needs will look like, and to know that, you need to know what customer needs will be. Implementing strategies to provide data and knowledge of existing skillsets, giving staff the ability to identify their skillsets and tying in recruitment are all key.
Top 3 to Discuss and Solve: Strategy: how are we going
to get to where we want in 5 years?
14:50 Gazing Into the Crystal Ball For Strategic Workforce Planning to Remain Competitive as a SS Christophe set up Nespresso’s
ANZ SS function last year, and is now working at Nestle. Looking much deeper and broader than transactional efficiency in finance, value add and quality were the key drivers.
Key Question: Beyond cost, how
much more value add these can offer? Is there a better way to do the same things more efficiently?
Focus: Dashboards (transparency, KPIs), quality standards, value-add, business continuity, best practice sharing, continuous improvement, leveraging offshore resources
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14:50 Becoming Agile and Leveraging Your SS to Scale Growth and Innovation Across the Organisation
Session details coming soon!
Phil McMahon COO Department of Premier and Cabinet
Conference Day 2: Wednesday, 14 June 2017
Graham Tanton Executive Director, Shared Services ACT Government
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Focus: Spend reduction, value creation, hiring talent based on qualities, people leadership
Results to Date: Spend reduction: 10-50%
across categories Contribution of top and
bottom line delivery beyond pure cost savings
Biggest Hurdle Overcome: Working collaboratively with
other functions to reduce spend across the entire organisation
Embedding specific talents/personality traits into the procurement function
Gilbert Chow GM Procurement Fonterra Australia
People: how do we link strategy back and map out the people and skills we need?
Process: how do we become more efficient, fast-paced and immediate in placing the right people in the right roles?
Caroline Meyer HR Director Thales
Steve Hugginson Head of Operations Coles Online
Al McLean Director, Strategic HR &
Corporate Shared Services ACT Government
Results to Date: Cost Saving: $100,000 in 1 year FTE Reduction: 7
Targets: Seamless service levels and ongoing business continuity before, during and after the transition to SS
Biggest hurdle Overcome: Time zone and cultural differences management working with overseas SS
Christophe Gantzer Confectionery Controller ANZ Nestle (Former Finance
Manager ANZ, Nespresso)
PROCUREMENT & SUPPLY CHAIN HR SHARED & COMMON SERVICES FINANCE
Conference Day 2: Wednesday, 14 June 2017
“Excellent content and knowledgeable presenters.”
Richard Stockton, Head of Technology Services, Kinetic Super
13:20 Sponsor Session - Trintech Increasing Efficiency and Effectiveness through
Reconciliation and Close Management Automation
Sponsor Session: Sponsor TBC
Sponsor Session: Sponsor TBC
Sponsor Session: Sponsor TBC
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18:40 Group Think Delving into Global Process Ownership: How Do We Assign and Best Leverage
a Process Owner? As the SSC movement matures, the need for agile initiatives within a structured
programme of continuous improvement is an important agenda that requires both new thinking and new roles such as the global process owner. The More-for-less agenda needs a GPO to mobilise a cross functional community of experts, and a structured agenda of process improvement that views all activities as interlocking elements in an end-to-end process that results in real value to the business.
For GPO’s, the challenge is to influence improvement while experiencing the pressure to direct it. The issue for the GPO is that governance and resources lie within the functional hierarchies while the opportunity to improve lies across the end-to-end process. The GPO must get a whole process community to worry about what happens beyond their functional boundary and think about what good looks like in the context of the end process outcome and business goals.
Top 5 to Discuss and Solve: How can you engage subject matter experts from across the silos? What’s the best way to build a community around end to end process? How can we measure achievement of end process outcomes and business value
created rather than functional objectives? How can we empower GPO’s to succeed and improve collaboration and support
to pursue bigger objectives? How does the GPO role fits within the overall business imperatives and the
governance structure?
Lara Higson General Manager Group Services MMG
Gavin Ifield Head of Business Services Holcim
Cindy Gallagher SVP GBS Controller Discovery Communications (International)
19:20 PRE-AWARDS COCKTAIL RECEPTION NETWORKING DRINKS
19:50 SSON Excellence Awards Gala Dinner
15:50 AFTERNOON TEA
16:20 Interactive Discussion groups (Groups to be confirmed)
OUTSOURCING
RPA
BENCHMARKING
RECORD TO REPORT
OFFSHORING
FINANCE PROCESS
AUTOMATION
PLANNING AND
LAUNCHING
PROCURE TO PAY
This is your chance to make your conference experience truly
interactive and collaborative. Each IDG is set in a roundtable format
and will be facilitated by an expert practitioner and co-hosted by a
thought leader in the space. In three rotations, each IDG will last for 30
minutes.
IDG Topics:
Conference Day 2: Wednesday, 14 June 2017
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08:00 REGISTRATION
08:25 Chairperson’s Opening Remarks
08:30 Interactive App Session 2017 Award Winners: How Did They Get From A to B? Facilitated by the 2017 People’s Choice Business Transformation Leader, last night’s
award winners will join us – but in a slightly different stance. It will be up to you, the audience, to ask any questions you have about their success. It will enable a more interactive and collaborative discussion to drill down into the nuts and bolts of driving successful change within an organisation and open the conversation to whatever arises as key points of discussion.
09:15 Learning to Use Agile to Cut Cost and Headcount and Provide Better Quality
Service Melbourne University has implemented a completely new operating model, with a
new service platform provider, University Services (1650 FTE), a critical part of that reform. It has created a Lean/Agile innovation approach focusing on nine key areas
of benefit to its customers showing service improvements across a range of key metrics, along with a service orientation with a values-based culture across all staff.
Key Question: How can we effectively deliver support services to our customers - teachers, researchers and students of the university?
Focus: Agile, Lean, providing quality service, developing a service based culture
Results to Date: Cost saved : $90m p/a FTE reduction: 500 Business continuity during rapid implementation: Delivering SS in 6 months
Biggest Hurdles Overcome: Maintaining business continuity during a rapid implementation, managing change, embedding agile and ensuring stakeholder engagement
Paul Duldig Head of University Services University of Melbourne
09:45 Group Think Charting the Future and Potential Gains of Outsourcing: Is it the Best Fit For Your
Organisation? The changing innovation landscape is a fundamental challenge to the business model
of BPOs and their clients. When RPA is thrown into mix, the conversation about what you do internally and externally becomes a lot different. This panel will assess the future of outsourcing, the changing role of the BPO, and the impact of RPA.
Top 5 to Discuss and Solve: Where is the future and potential of outsourcing headed? How is RPA/technology changing the VP of BPOs Weighing up the benefit of outsourcing vs. automating in house What does the future relationship with a BPO look like? How can we work through cultural differences to establish a successful
partnership?
10:30 Succession Speeches Realise the Potential and Productivity Gains Of…. How does technology contribute to major gains in efficiency? How about process
design and becoming agile? Or how can you realise huge benefits in productivity when you become a more customer centric organisation? To set the scene and realise the potential of today’s themes, 3 representatives over 10 minutes each will give insight into how their organisation has leveraged these effective tools to improve their efficiency.
Technology:
Andrew Lowe Manager, Group Tax
& Shared Services Aurizon
Process:
Nina Muhleisen Head of World Class
Delivery Model ANZ
Customer Centricity:
Stephanie Naidoo Executive Manager
Group Productivity Commonwealth
Bank
11:00 MORNING TEA
11:30 Streamed Sessions Begin
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GAINING INFLUENCE
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What are you in for?!Processes are always transforming, being assessed, chopped and changed to create efficiency. But with rapidly changing customer demands, mass data, and technology and system upgrades, becoming flexible, agile and innovative is paramount. This stream will take traditional process excellence a step further, sparking creativity in process.
11:30 Using Design Thinking, HCD, Agile to Transform the Most Critical Back Office Processes
NAB has undergone a major organisational reset centred around productivity and agility to enable a customer centric environment. The back office is the driver of the transformation, becoming agile and using design thinking and human centred design to realise these objectives.
Key Question: How do you change staff mindset to embed new process methodologies and realise ROI?
Focus: HCD, design thinking, agile methodologies, productivity, agility
What are you in for?!In today’s digital economy, your organisation’s success lies in the hands of your customers. To succeed these days, your business needs to operate at lightning speed, with systems and internal processes that make sure customers get instant answers, immediate resolutions and have peaceful experiences along the way. Is your back office currently enabling this?
11:30 Banking on the Back Office and RPA to More Than Halve Cost to Serve and Turnaround Times and Improve External Customer Satisfaction The back office’s role in providing
instant and accurate information, insight and service, is crucial to driving customer satisfaction. Suncorp has focused on this and following offshore partnering RPA is a key role in assisting the back office in delivering better service.
Key Question: How does RPA take you to the next step?
Focus: Customer Centricity, Unifying Front and Back Office, RPA
Results to Date: First implementations indicate: 60% cost to serve reduction
can be achieved Turnaround times halved
11:30 Reading the Fine Print: Choosing a Partner Rather Than a Price To Drive Collaboration, Strategy and Growth Fairfax has outsourced 140
finance roles to India. Learning from its average experience with outsourcing payroll, it shortlisted the top 3 then chose the one which best understood the complexity of its environment, which was disclosed upfront, forming a collaborative and flexible partnership.
Key Question: How can you select the best BPO for your needs and develop a ‘relationship’ rather than a ‘contract’?
Focus: BPO selection and relationship, logistics of offshoring, lean
Target: Improve productivity by 40-45% over the next 5 years
What are you in for?!Technology is changing the operation and potential of the back office. Given it’s a continual transformation, how do you ensure you SSO keeps up with the latest offerings and continues to leverage the commercial advantage technology offers? Whether its developing a new platform, automating transactional tasks, or stepping it up a notch with RPA, getting it right is critical to avoid the potential disaster to your internal operations.
11:30 How Bank of Queensland Saved $10.5mil By Financing its Own Custom Design Platform For Less With less $500k, the Bank of
Queensland has developed a commercial lending platform for its Business Bank. It used agile to develop its own technology platform and gained momentum by giving staff product ownership.
Key Question: How can you use agile to become innovative in product and solution development?
Focus: Technology, Agile, Staff Engagement
Results to Date: Cost saved : $10.5mil
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What are you in for?!The traditional role of the BPO is changing.With more in-house automation, to ensure they don't become redundant, BPOs are having to shift up the value curve to become strategic business partners, as well as provide a service not all organisations have the expertise and willingness to implement themselves, such as RPA. So how do both parties navigate this new relationship?
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Biggest Hurdle Overcome: Enabling and ensuring all 35,000 employees adopt this approach
Ben Parnis Head of Business Services Procurement at NAB
12:00 How QUU Has Changed its Infrastructure: Devolving Responsibilities and Changing the VP from Governance and Service Excellence
In the initial stages of a SS establishment, activities that aren’t functioning optimally may be given to the SS to add value. They will then be handed back to the business typically following process excellence, value optimisation and robust governance. This is what QUU has successfully achieved.
Key Question: How do you go about adding value, identifying when to let go, then devolving responsibilities without ending back at square one?
Focus: Shifting from governance to service excellence, delivering insights, devolving centralised activities, accountability and ownership, assessing relevance
of activities
Targets: Cost to serve reduction: 60%
across 30%-40% of processes Move to near real time
turnaround times for customer critical processes
Biggest Hurdle Overcome: Staff adapting to new roles following offshoring and RPA
Tim Johnson Head of Insurance Operations Delivery Suncorp
12:00 How NAB has Unified Front and Back Office and Cashed in the Cheque For Customer Centricity
NAB has eliminated siloes, especially between the front and back office, looking holistically to improve end to end process and think of the value chain organisation wide. It is using HCD and reimagining what the customer wants to reengineer process before implementing RPA.
Key Question: What role does the back office play in delivering customer centric service and how do you go about unifying them with customer facing divisions?
Focus: Standardisation, RPA, Reducing Siloes, End-to-End Process, HCD, Customer Centricity
Biggest Hurdle Overcome: Embedding new methodologies and changing staff mindset to
Biggest Hurdle Overcome: Selecting the best fit partner for your targets and establishing a solid relationship with them
Rob Doyle Group GM Finance Fairfax
12:00 Stockland’s #1 Strategy For Developing and Operating a Successful Outsourcing Initiative to More Than Halve Salary Expenses Stockland has outsourced its
transactional and back office finance and IT activities, following a tactical 2yr transformation of its process effectiveness and automation. Starting with a pilot, it revealed what was possible and up-scaled the transition in June ‘15. It is now leveraging data insights, process improvement and automation from the team of 100 in India.
Key Question: How do you tactically ready your organisation for outsourcing to realise the best ROI?
Focus: Outsourcing, leveraging vendor for higher value tasks, FTE and cost reduction, automation, process improvement
Biggest Hurdle Overcome: Minimising the change impact by using a user group and advocates for what will be delivered
Danielle Ryan Head of Operations and Process
Excellence Bank of Queensland
12:00 The Vital Infrastructure: Using Data Insights to Drive Safety, Efficiency and Cost Savings Aurizon has rolled out a vehicle telematics and fleet management system to capture a wealth of invaluable insights and data to promote safe driving and eliminate inefficiencies within its operations. The new system has been live since June ’16 and has already delivered exceptional delivery improvements.
Key Question: How can you leverage technology to derive insights and improve safety and e fficiency in your operations?
Focus: Data, insights, identify inefficiencies, technology platform roll out and integration
Targets: Significantly reduce safety
incidents 20% targeted reduction in
fleet costs
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Conference Day 3: Thursday, 15 June 2017
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Results to Date:
Targets:
Biggest Hurdle Overcome: Embedding the improvement activities in the rest of the business
John Gearing GM Finance Shared Services Queensland Urban Utilities
ensure they adopt new ways of thinking
Renata Sguario GM, Operational Excellence NAB
Results to Date: FTE reduction: 75 (5% of total
workforce) Relative Salary Savings by
employing Indian staff: 50- 75%
Targets: To achieve consistency in service delivery and a renewed focus on process improvement and efficiency
Biggest Hurdle Overcome: Achieving broad stakeholder engagement and buy in across the busines
David Mahony GM Financial Control Stockland
Biggest Hurdles Overcome: Delivering a programme of technology, reporting and change across a national footprint
Andrew Lowe Manager, Group Tax & Shared
Services Aurizon
PROCESS INNOVATION CUSTOMER CENTRICITY OUTSOURCING
12:30 How Sandvik Engineered a Solid Relationship with its BPO to Deliver Substantial ROI Sandvik outsourced its
transactional finance function in 2013. Covering 85% of AP and AR and 56% of general accounting there have been many benefits and also some challenges.
Key Question: How can you leverage your outsourcing relationship to achieve the highest possible gains?
Focus: The impact of outsourcing on service levels and retained finance staff, identifying whether the planned benefits were achieved and where to next
Results to Date: Significant cost savings combined with improved internal controls and process
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12:30 Lightning Bolt 1: Centring on Innovation: Building
on Solid Existing Platforms to Enhance Your SS
Key Question: How do you leverage existing processes to become a more innovative HRSS while keeping up with customer demand?
Nicole Harvey Director HR Shared Services
Austin Health
Lightning Bolt 2: Becoming Agile to Deliver
Faster, Tailored Results
12:30 Lightning Bolt 1: The Role of Back Office in
Improving External Customer Service
Key Question: How do you enable the back office to become a strategic advisor to customer facing divisions?
Lorna Raine CFO George Weston Foods
Lightning Bolt 2: Leveraging Technology to
Deliver a Faster, Better, More Customer Centric Service
12:30 Lightning Bolt 1: Gaining Buy In and Staff
Engagement When Implementing RPA
Key Question: How can we distil the negative stigma surrounding robotics and get employees to take ownership and see it as an enabler?
Maleeq Subian GM, Process MAS Legato (International)
Lightning Bolt 2: eProcurement: Making Your
Sourcing Process Agile and Responsive
Lightning Talks!
In fast succession, 3-4 speakers will present for 5 minutes about their transformation strategy, before the room splits into 4 roundtables, each speaker continuing their presentation at each.
Conference Day 3: Thursday, 15 June 2017
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Key Question: How can you gain traction in agile to deliver a lean, faster service?
Gavin Martin Head of Performance
Management Suncorp
Lightning Bolt 3: Cleaning Up Waste: Becoming
as Lean as Possible Before Introducing RPA
Key Question: How can you cut waste to an absolute minimum using agile, lean and HCD?
Kellie King Head of Lean - Transformation
Bupa
Lightning Bolt 4: Failure Demand: How MAS
Legato has Looked Beneath The Surface For Discrepancies and Prevented Mistakes
Key Question: How do you go about identifying and correcting discrepancies and ensure this is an ongoing practice within the organisation?
Shiromi Rajendra CEO MAS Legato
Key Question: How can you leverage digital technologies to deliver a customer centric service?
Theresa Kim Group Manager Shared Services NZ Post
Lightning Bolt 3: Understanding Apply Design
Thinking Methodologies to Become More Customer Centric
Key Question: How do you go about implementing design thinking within the back office to become more customer centric for the front office and more holistically, the external customer?
Dr Christine Murphy Design Thinking Expert RMIT
standardisation Biggest Hurdle Overcome:
Creating one team from a local SSC and an outsourcing partner
Jonathan Nichol CFO ANZ / GFSS Regional Manager APAC Sandvik
Think Tank and Q&A: Breaking Down Cultural Barriers to Enter a Strategic Partnership With Your BPO and Boost ROI
Culture is a major influencing factor that comes into the decision when contracting a BPO. Having heard the logistics of how Fairfax, Sandvik, and Stockland have outsourced major functions within their organisations, for the next half hour the focus will shift to managing maybe the most critical factor of all; overcoming cultural differences to build a successful relationship with their BPO.
Mike Hill Procurement BPO Operations Manager Qantas
Sandra Neri Head of Supplier Relationship Management
Australia Post
Key Question: How can you leverage technology to develop a strategic and efficient procurement function?
Haris Komarla Head of Procurement – Asia
Pacific DB Schenker
Lightning Bolt 3: Violeta Perez Associate Director, Statewide
Management Reporting Service HealthShare NSW
PROCESS INNOVATION CUSTOMER CENTRICITY OUTSOURCINGTECHNOLOGY & DATA
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13:30 NETWORKING LUNCH
14:30 Session Abstract Coming Soon!
Geoff Gruebner Head of Global Business Services ANZ BP
15:20 2017/18 Industry Outlook Paul Bloxham is Chief Economist for HSBC in Australia and New Zealand. In this
role, he is chief spokesperson for HSBC on forecasts and trends for the Australian and New Zealand economies and their interaction with global financial markets and international economies. He is also a key member of the HSBC Global Research team, working with 500 analysts across 87 markets to help formulate HSBC’s unique global view of the world’s economy. Prior to joining HSBC in 2010, Paul spent 12 years as an economist at the Reserve Bank of Australia where he held a range of different roles in the economics department, including heading up the overseas economies and financial conditions sections.
Paul Bloxham Chief Economist HSBC
16:00 Prize Draw!!!
16:20 Closing Remarks From the Chair
16:30 AFTERNOON TEA & CLOSE OF CONFERENCE
Conference Day 3: Thursday, 15 June 2017
Ever wished you were a fly on the wall to experience the inner workings of a highly functional SSO? Or just to have a nosy at what another organisation’s workplace looks like? Well now’s your chance! Whether its workplace flexibility, gaining an insight into integrating multiple business units, effective leadership in action, or an interest in end-to-end process transformation, these site tours are your chance to see it in action!
SITE TOURS: Friday, 16 June 2017
SITE TOUR 1
SITE TOUR 2
QantasTheme: ‘Eliminating Siloes’ - 9-11am
Qantas and Jetstar have adopted a collaborative approach to their outsourcing contracts, but Qantas’ main focus has been internally with its five SS functions. It has standardised reporting across the entire group to improve information and data flow across the organisation, forming a less siloed approach. But how has the workspace enabled this concept to become reality?
HealthShare NSWTheme: ‘Agile Operation’ -11.30am-1.30pm
HealthShare NSW has restructured to meet contestability demands and is using an agile rapid implementation cycle approach. It is 3 years into surveying the VP of customers, closing the feedback loop, processing the learning, and scaling up agile teams. With 7000 staff, the multi function SS has streamlined services to become more customer centric and engaging, while setting up an internal operations environment to convert resources to future demands has become centre focus.
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11:30 The Evolving Role of the CFO in the Age of Disruption Markets are shifting much more quickly, and the CFO is increasingly playing a key role in
helping their business respond to these threats. The speed of market change is forcing CFO’s to play more of an active role in the strategic direction of the business. The potential of the mass data being generated is immense, but data quality and asking the right questions are integral to realising it.
The continual evolution of the role of the CFO Contributing to the agility and responsiveness of the organisations through their focus on
technology, data and innovation Improving process to keep up with the speed of technology driven change
12:20 The Future of Cognitive Technology and Automation While cognitive computing is still in its infancy, it now offers CFO’s a genuine strategy lever for
improving the effectiveness of the finance function, and generating competitive advantage for their organisation. Robotic Process Automation (RPA) is the area of cognitive computing that represents the most immediate opportunity for CFO’s looking to leverage this emerging field of technology.
Unlocking the potential: giving power to make decisions on what to automate to the shop floor, rather than a top down approach
Developing a business case and running a pilot Realising the potential of new game changing technology such as RPA and Cognitive
Computing
13:00 Volatile Environments Digital disruption is affecting businesses across all industries, as the boundaries of
competition are becoming more ambiguous and new market entrants can often pose more of a threat than traditional competitors. In this context, the most effective CFOs are more likely to be involved in assessing market conditions, analysing competitor's strengths, weaknesses, opportunities and threats, and bring these insights into boardroom discussions.
Assisting your businesses to respond to rapidly changing market environments Being able to provide strategic advice and reduce operating costs Providing test cases of what is possible: what opportunities should be embraced, and
which should be thrown to the wayside
13:40 Budgets: How Much Should We Be Investing In Data? The need to make sense of mass data is only set to increase, with projections of 1.7mb of
data of new information will be created every minute for every human being on the planet by 2020.
Boosting investment in data: ‘Are we actually investing enough in consolidating data when we draft our budgets?’
Data consolidation and quality: the impact of standardization of processes and controls It’s not the quality of the data, but asking the right question: ridding the organisation of
instead of inbuilt biases into data assessment Realising the potential of data at disposal
CFO Boardroom: Thursday, 15 June 2017
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SSOW IS WHERE YOU NETWORK WITH YOUR PEERS
What is the current operating model of our attending organisations?*
69%
5% 3%
22%
6% 7%
Centralised / onshore
shared services
Outsourced Offshored Hybrid Global Business Services
None of the above
What function of the organisation’s business services are our attendee's part of / responsible for?
30.9% ■ Finance
26.4% ■ HR
15.5% ■ All of the above
11.8% ■ Procurement
7.3% ■ Customer Experience
4.5% ■ IT
3.6% ■ Analytics
Your opportunity to build new relationships and win more business in Australia
The SSO Week has been tailored for the following key functions:
Finance Procurement
Human Resources
Information Technology
Accounting
Customer Service
Multi-functional
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SSOW IS WHERE YOU NETWORK WITH YOUR PEERS
Our Sponsors
What is the maturity of our attendees' shared service?
36.3% 27.4%
23.0% 13.3%
0-3 years 3-7 years
7+ years Not in a shared service
What are the top challenges you / your team encounter within your shared service?
Benchmarking 21.4%Payroll success 15.1%
Payments 13.5%Workforce Management 12.7%
Process Excellence 11.9%Change management 7.1%
Robotic process automation (RPA) 6.3%Data Analytics 5.6%
Workflow and Documents Management 4.0%
Finance Management 2.4%*more than one answer for each question
What is the next step in their business transformation journey?*
66.7%60.0%
45.9%37.8%22.2%
14.1%
Establishing shared services
Process standardization and efficiency
Incorporating more functions into the shared services model
New technology - selection and implementation
Delivering more value to the
business (more strategic focus
– data analytics, reporting etc)
Outsourcing to a third-party
solution provider 14.1% Other
(please specify)
Conference Partners
MINDFIELDSGROW FOR TOMORROW
Event Partners Record-to-Report Partner
Exhibitors
TM
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SSOW IS WHERE YOU NETWORK WITH YOUR PEERS
SOLD RESERVED
VIP MEETING AREA
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14 - 16 June 2017 Hilton Hotel, Sydney
How can Shared Services & Outsourcing Week help you with your business development needs?With tailored networking, sponsors can achieve face-to-face contact to build meaningful connections that deliver a return on your investment. Exhibition and sponsorship options are extensive, and packages can be specially made to suit your company’s distinct commercial requirements.
SSOW 2016 reinvigorated my passion for the innovative and transformational shared services profession through three fun packed days of networking and learning more about others’ achievements and challenges, along with their advice on getting the best outcome.
Open MindsGeneral Manager, Business Services
It was my first event and was flabbergasted at the energy and enthusiasm on the topicsDivisional Manager Corporate Services,DENSO Automotive Systems Australia
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ABOUT OUR SPONSORS
Mindfields is a vendor agnostic sourcing and management advisory firm that provides strategic sourcing advisory services to CXO level executives across industries. It enables
them manage costs to get more value from their operations and vendors. Our clients include 7 of top 15 ASX listed organisations in Banking, Insurance, Media and Wealth Management verticals. We are an Australian organisation with offices in Australia, India and US.
MINDFIELDSGROW FOR TOMORROW
Malaysia Digital Economy Corporation (MDEC), previously known as Multimedia Development Corporation (MDeC), was incorporated in 1996
to strategically advise the Malaysian government on legislation, policies and standards for ICT and multimedia operations as well as to oversee the development of the Malaysian Multimedia Super Corridor (now MSC Malaysia), the platform to nurture the growth of Malaysian Small and Medium Enterprises (SMEs) in the IT industry whilst attracting participation from global ICT companies to invest in and develop cutting edge digital and creative solutions in Malaysia.
EVENT PARTNERS
Founded in 2001, BlackLine Systems was the first to develop and offer a commercially available Balance Sheet
Account Reconciliation solution. An experienced provider of software to companies from the Fortune 100 to beyond the Fortune 1,000, BlackLine provides quick-to-implement, scalable and easy-to-use applications that automate the entire financial close process to help improve financial controls for companies of all sizes. BlackLine software applications complement existing Enterprise Performance Management (EPM), Governance Risk and Compliance (GRC) and Enterprise Resource Planning (ERP) systems. BlackLine offers clients its enterprise-class software in a simple and secure OnDemand/SaaS platform. With a proven track record and a commitment to customer success, BlackLine seeks to reduce the burden the financial close places on accounting and finance professionals. For more information, please visit www.blackline.com.
RECORD-TO-REPORT PARTNER
Trintech is the leading provider of financial software solutions for the Record-to-Report process. Over 900 clients in 100 countries
– including half of the Fortune 50 and the FTSE® 100 – rely on our solutions to optimize resources, reduce costs, manage risk and monitor activities across the entire finance organization worldwide. Trintech’s Cloud-based Cadency® software manages all aspects of the financial close – from automating and managing balance sheet reconciliation, journal entries, to governance, risk and compliance, and financial reporting. ReconNET™ streamlines daily operational reconciliations such as bank and credit card transactions. Trintech’s offices and partners are located around the globe.
CONFERENCE PARTNERS
WNS is a leading global Business Process Management company offering business value to 200+ global clients across key
industry verticals. WNS delivers a broad spectrum of BPM services such as finance & accounting, procurement & sourcing, customer care, technology solutions, research & analytics and human resource outsourcing. WNS operates through 40 delivery centers spread across 10 countries.
Since 2002, Satori Group has been delivering solutions to provide visibility into real time data, identifying errors and potential fraud,
and enabling continuous monitoring of processes and transactions. Our solutions provides assurance and peace of mind that the controls framework is working effectively, while presented in an easy to understand manner through visually stimulating dashboards. Some of our clients include Coca-Cola Amatil, Energex, JB Hi-FI, Newcrest Mining, Novartis Pharmaceuticals, George Weston Foods, Queensland Health and Coates Hire.
Satori Group is the primary distributor of SatoriCCM, ACL, Pentana, Caseware Monitor and Dundas Dashboards solutions in Australia, New Zealand and the South Pacific Islands, with offices located in Sydney, Melbourne, Wellington and India.
EXHIBITORS
Concur, an SAP company, imagines the way the world should work, offering cloud-based services that make it simple to manage
travel and expenses. By connecting data, applications and people, Concur delivers an effortless experience and total transparency into spending wherever and whenever it happens. Concur services adapt to individual employee preferences and scale to meet the needs of companies from small to large, so they can focus on what matters most for their businesses.
CiGen, one of the first dedicated Robotic Process Automation companies based in Australia, provides Intelligent Automation solutions and
services, ushering in the Digital Workforce of the future.
Robotic Process Automation (RPA) delivers highly accurate, scalable and rapid execution of business tasks and processes – the time consuming and often repetitive activities that soak up untold resources. In short, if a person can carry out a rules-based process, so too can a digital robot with the correct configuration.
Top Image Systems (TIS) is a global innovator of intelligent document processing solutions that help organizations increase efficiency and realize business agility.
TIS solutions help businesses compete in the digital economy, where the customer journey begins, progresses and ends in an entirely digital environment. In finance, this means transforming paper-based, manual processes to end-to-end automated processes that work the way you do.
Promapp Solutions works with over 300 organisations worldwide to foster a business improvement and process management
culture. Its proprietary software is a web-based application that makes it easy for organisations to create, access, improve and share business processes. It consists of an intuitive online process mapping tool for creating and managing business processes, a cloud-based process repository, and a comprehensive process improvement toolset. Promapp’s clients include Toyota Financial Services, Coca-Cola Amatil, McDonald's and government organizations.
RGP is a global professional services company with a Big 4 heritage, listed on the NASDAQ, with a unique business model where experience, collaborative work and
cost-efficiency is at the core. Our 3300 consultants spread over 66 countries (including more than 300 in Australia) have an average of 10-20 years’ of experience and support our clients on their transformation projects, whether as individuals or as a team but can also work on interim positions (Manager and above).
TM
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
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Who is SSON… And how can we help you?
The Shared Services & Outsourcing Network (SSON) is the largest and most established community of shared services and outsourcing professionals in the world, with over 120,000 members.
Established in 1999, SSON recognised the revolution in business support services as it was happening, and realized that a forum was needed through which practitioners could connect with each other on a regional and global basis.
SSON operates under three distinct brands, each offering shared services professionals the information, tools and connections they need to do their jobs.
SSON Analytics is SSON’s global data analytics centre, offering visual data insights that are simple, accurate, and digestible to the global shared services and outsourcing community, through a variety of tools and reports:
Visual Analytics Workbooks focus on specific countries or regions to give you a 50,000ft view of the shared services landscape
The City Cube compares shared services locations around the world across a variety of metrics
The Shared Services Atlas locates shared services hotspots around the world from a global database of 7000+ centres
SSON is a one-stop shop for shared services professionals, offering unrivalled learning and networking opportunities both face-to-face and online through:
40+ industry leading events across the world SSON Excellence Awards Program Cutting edge editorial and industry news Exclusive interviews with industry leaders Surveys, reports and white papers Online events and webinars Vendor directory Jobs board
Shared Intelligence is a private online community for shared services practitioners to facilitate networking and peer-to-peer resource sharing and learning.
Members benefit from a range of resources including practitioner-led web casts, event presentations from all SSON events around the world, member-to-member messaging, and more.
Membership of Shared Intelligence is completely free for all practitioner attendees of SSON events. Simply attend an SSON event as a shared services practitioner and you will automatically qualify for a 1 year license for Shared Intelligence.
www.ssonetwork.com www.sson-analytics.com www.sharedintelligence.com
BOOK NOW T: +61 2 9229 1000 • E: [email protected] • W: www.sharedservicesweek.com.au • @SSOWEEK
DELEGATE 1
APPROVING MANAGER
DELEGATE 2
DELEGATE 3
POSITION
POSITION
POSITION
POSITION
ORGANISATION
ADDRESS
[FIRST NAME]
[FIRST NAME]
[FIRST NAME]
[FIRST NAME]
[SURNAME]
[SURNAME]
[SURNAME]
[SURNAME]
POSTCODEADDRESS
TELEPHONE
AMEX 4 DIGIT CODE
FAX
EXPIRY DATE
( ) ( )
o CHEQUE ENCLOSED FOR $ __________ (Please make cheques payable to: IQPC)
PLEASE CHARGE o American Express o Visa o MasterCard o Diners Club
CREDIT CARD NUMBER
NAME OF CARD HOLDER [PLEASE PRINT]
oREGISTER ME for Shared Services & Outsourcing Week PLUS: o Site Tours: o1 o2 o Workshops: o1 o2 o3
NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE. Registrations received without payment or a Government PO will incur a processing fee of $99+GST = $108.90 per registration. Payment prior to the conference is mandatory for attendance. Payment includes lunches, refreshments, a copy of conference presentations via FTP website or workbook and all meeting materials. If payment has not been received two weeks before the conference, a credit card hold will be taken and processed. This card will be refunded once alternate payment has been received.
PRIVACY - YOUR CHOICEAny information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will be added to our database and will be used primarily to provide you with further information about IQPC events and services. By supplying your email address and mobile telephone number you are agreeing to IQPC contacting you by these means to provide you further information about IQPC products and services. From time to time IQPC may share information from our database with other professional organisations (including our event sponsors) to promote similar products and services. Please tick the box below if you do NOT want us to pass on your details.To amend your current details, advise of duplicates or to opt out of further mailings, please contact our Database Integrity Maintenance Department,Level 6, 25 Bligh Street, SYDNEY NSW 2000. Alternatively, email [email protected], call 02 9229 1028 or fax 02 9223 2622.
¨I do not wish to have my details made available to other organisations
IQPC CANCELLATION AND POSTPONEMENT POLICY: FOR DETAILS OF IQPC’S CANCELLATION AND POSTPONEMENT POLICY PLEASE VISIT: www.iqpc.com.au© 2017 IQPC ABN 92 071 142 446 All RIGHTS RESERVED. The format, design, content and arrangementof this brochure constitute a copyright of IQPC. Unauthorised reproduction will be actionable by law.
¨ Please send me _______ set(s) of AUDIO COMPACT DISCS and PRESENTATIONS CD at $878.90 ($799 plus GST) or $603.90 ($549 plus GST) Presentations CD only
¨ Please keep me informed via email about this and other related events
2 WAYS TO SAVE!
Book early for HUGEEARLY BIRD savings.
Book as a TEAM,save & benefit as a team.
* Payment not made at the time of registration will be subject to a $99 service charge.* All 'Early Bird' discounts require payment at time of registration and before the cut-off date in order to receive any discount.* Discounts do not apply to vendors/solution providers. IQPC reserves the right to determine who is a vendor.* Any discounts offered (including early bird and team discounts) are subject to availability and require payment at the time of registration.* All discount offers cannot be combined with any other offer.
Register Early & Save!
QUICK and EASY WAYS to REGISTER
ACCOMMODATION
TEAM DISCOUNTS
BOARDROOM TEAM PACKAGE*
WHERE WHEN
STANDARDPACKAGES
SUPER EARLY BIRD*Register & pay before
17th February 2017
EXTRA EARLY BIRD*Register & pay before
24th March 2017
EARLY BIRD*Register & pay before
5th May 2017STANDARD PRICE
Site Tour Package: Conference + 2 Site Tours
(SAVE AUD $1,500)$4,897 + GST =
$5,386.70
(SAVE AUD $1,000)$5,397 + GST =
$5,936.70
(SAVE AUD $600)$5,797 + GST =
$6,376.70
$6,397+ GST = $7,036.70
Workshop Package: Conference + 3 Workshops
(SAVE AUD $1,500)$4,796 + GST =
$5,275.60
(SAVE AUD $1,000)$5,296 + GST =
$5,825.60
(SAVE AUD $600)$5,696 + GST =
$6,265.60
$6,296+ GST = $6,925.60
Conference Only(SAVE AUD $1,500)
$2,999 + GST = $3,298.90
(SAVE AUD $1,000)$3,499 + GST =
$3,848.90
(SAVE AUD $600)$3,899 + GST =
$4,288.90
$4,499+ GST = $4,948.90
Build your own (add site tours and workshops to conference only package) STANDARD PRICE
Site Tour 1 $999
Site Tour 2 $899
1st Workshop $699
2nd Workshop $599
3rd Workshop $499
SAVE UP TO $1500 SAVE UP TO $1000 SAVE UP TO $600
11574.011
(PHOTOCOPY THIS FORM FOR ADDITIONAL DELEGATES)
The Hilton Sydney
488 George St, Sydney NSW 2000, Australia
P: +61 2 9266 2000W: www.hiltonsydney.com.au
• Convert team learning into practical business strategy• An exclusive private meeting & networking space• VIP registration, conference seating and networking support.
To qualify:Register a team of 7 or more delegates to the conference at the standard conference rate**
You receive:• Exclusive full-day use of a private room within the conference venue• Networking support & facilitated introductions from the IQPC team throughout the event• Morning and afternoon refreshments catered• VIP registration & conference room seating
Availability – 2 only per event* (Not available for service providers) **(No discounts can be applied)
Post Conference Workshops: 13 June 2017 Conference:13-15 June 2017 Site Tours:16 June 2017
Post Conference Workshops: 13 June 2017 Conference: 13-15 June 2017
Site Tours: 16 June 2017
FAX +61 2 9223 2622
WEBSITE www.sharedservicesweek.com.au
MAIL IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000
TELEPHONE +61 2 9229 1000
EMAIL [email protected]
The Hilton Sydney is the official venue for SSOW 2017, and we have negotiated special rates for attendees of this event.
To take advantage of these rates, contact the hotel and quote: IQPC or go to www.sharedservicesweek.com.au and click on the Venue and Accommodation page for a direct link to rates.
IQPC recognises the value of learning in teams. Take advantage of one of these special rates:
�Register a team of 2 to the conference at the same time from the same company and receive a 5% discount
�Register a team of 3 to the conference at the same time from the same company and receive a 10% discount
�Register a team of 4 or more to the conference at the same time from the same company and receive a 15% discount
� Register a team of 6 or more to the conference at the same time from the same company and receive a 20% discount
� Register a team of 10 or more to the conference at the same time from the same company and receive a 25% discount
� Ask about multi-event discounts. Call +61 2 9229 1000 for more details
Please note: Only one discount appliesQ
CLICK HERE SUBMIT THIS FORM
/IBF