ssoweek north america 2012 post show report report

March 7 - 9, 2012 • Hilton Orlando, FL

The Next Level of Value: AcceleratingGlobal Growth & DeliveringBusiness Insights to the Board

Shared Services& OUTSOURCING WEEK

16th Annual North American

Post Show Report

Jim Rundgren, Human Resources Operations Manager, Northrop Grumman

www.sharedservicesweek.com • 1-800-882-8684 • [email protected]

“I need practical nuggets I can actually takeback and implement inside our SharedServices environment. That’s what SSO Weekgives me - real, tangible examples from peersfacing exactly the same challenges “

The crowd sat with anticipation to discuss the new normal ofshared services and outsourcing. What would that mean for ourcenters? How would we adapt and rethink the way we approachour delivery strategies? This year it was going to be aboutcompetitive advantage and flexibility to stay the course.

From the onset, the conversation moved away from labor arbitrageand onto value added capability. We talked about shorterforecasting cycles and the importance of business agility as a wayof dealing with market volatility.

The themes of the conference exemplified the core capabilities youtold us mean everything to you. Data and predictive analytics,going beyond SLAs towards business outcomes, enablingtechnologies, a focus on the right metrics and measurement forcontinuous improvement and creating a truly global footprint withGlobal business services.

Through the event we recognized the constant need for costcutting and remaining efficient, but it was clear that 2012 andbeyond was going to be all about a longer term strategy toaccelerate global growth and delivering business insights to theboard.

Thanks again for all your continued support. We raised the baronce again and look forward to 2013.

Naomi SecorDirector, Americas & Europe, SSON

The New Normal of SharedServices and Outsourcing…

Like What You Saw?A particular presentation that you need forreference? Can't remember some points ofthe G6 Panel discussion?

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PresentationsSo many speakers, so little time. If you wereunable to attend a particular session don'tworry - we have it covered:

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Site will expire June 16, 2012

G6 remains your one chance each year tovote in your chosen top vendor individuals,and pose in public the questions you REALLYwant answered.

This time there was a twist. The “Buyside”community was right in the driving seat.

Biting back harder than ever before, G62012 had your PRACTITIONER peersmoderating the session live.

There was no script, no rehearsal andnowhere to hide

View the Full Session Here:www.sharedservicesweek.com/g6

SSOWeek North America 2013Can’t wait for next year’s show? Sign up forour monthly E-Updates to keep in the loopabout the latest programme, what is going onin the industry, all the latest content and offers.

Exhibition Hall 2012 Exhibition Hall 2012

Shared Services & OUTSOURCING WEEK16th Annual North American

www.sharedservicesweek.com 2

After welcoming the judges onto the stage SSON and ISG kickedoff a fantastic evening honouring and recognising those whowon our Excellence In Award categories.

Excellence In Value CreationWinner: EMCRunner Up: HP/Pontiac

Excellence In Culture Creation:Winner: NASA SSCRunner Up: JCPenney

Excellence In Improvement &Innovation:Winner: Proctor & GambleRunner Up: AOL

Excellence Customer Service:Winner: UnisysRunner Up: ASA SSC

Excellence In People &Communication:Winner: EMCRunner Up: Pepsico

Personal Contribution to theIndustry AwardAbid Ali Neemuchwala, Vice President, TCS

Sponsored by:

This prestigious award went to Abid AliNeemuchwala, Vice President and GlobalHead of BPO Services, TCS. Congratulations!

A Big Thank You to all who took partand HUGE CONGRATULATIONS toour 2012 Excellence Award Winners!

SSON ANNUAL EXCELLENCEAWARDS & CEREMONY

Personal Contribution tothe Industry Award…

Congratulations to our 2012North American Winners:

• Rochelle Hood, Harris

• Richard Rowen, TRW

• Michael Garvey, SAIC

• Ed Martinez, Wendy’s/Arby’s Group

A big Thank You to our 2012 Judging Panel:

SSOWOrlando2012 SSOWOrlando2012

“It was great having so many companiesand so much experience being shared, allin the same place. Definitely a successful

and productive week,”Ruben Lopez, Operations Manager, Shared Marketing Services,

HP Global Business Services


"The one thing I have loved

about working with SSON

over the past 13 years has

been the constant additional

creativity and “newness that

team members deliver!!”Ed Martinez, VP-Shared Services, The

Wendy’s/Arby's Group

2012 Attending CompaniesABB

Abbott International Operations

ACCA Global

AECOM

American Diabetes Association

American Express

American Greetings

American Water

Amway

AOL

ArcelorMittal

Ascension Health

Assurant

AstraZeneca

AutoNation

AvalonBay Communities

Avanade

Avis

BAE Systems

Baker & McKenzie

Barrick Gold

Baxter International

BBA Aviation

Beam Global Spirits & Wine

Becton Dickenson

Bermuda Intl Securities

Best Buy

Bimbo S.A. de C.V.

Boston Scientific

BP

Bridgestone

Broadcom

Caesars Entertainment

Cargotec Holdings

Cast Inform tica

Catholic Health Initiatives

CHEP USA

Chiquita

Church of Jesus Christ LDS

Clearwater Paper

Coca Cola

Colgate-Palmolive

Colosa

Corona

Dana Corporation

DHL

Diamond Resorts Intl.

Diebold Incorporated

Disney

DMI

Dr Pepper Snapple Group

Eaton Corporation

EMC

Federal Occupational Health

Florida Power & Light Company

Four Seasons

Ganotec West

Genuine Parts Company

Gerdau Ameristeel

GFK Holdings

GlaxoSmithKline

Google

Grupo Modelo

Harris Corporation

Harsco

Hearst

Heidelberg Cement

Hewlett Packard

Horses for Sources

Honeywell

Houghton Harcourt Mifflin

Humana

IACCM

IMS Health

JC Penney

Jenner & Block

Jeppeson

John Hancock

Kellogg

Kimberly Clark

L.L.Bean

Lafarge

Lawrence Berkley Labs

Levi Strauss & Company

Loews

L’Oreal

Marsh & McLennan

McDonalds

Mead Johnson

Merck

MGM Resorts

Mohawk Industries

Molson Coors

Monster

NASA

Nationwide Insurance

Northrop Grumman

Office Depot

Pepsico

Pitney Bowes

Raytheon

Roche Diagnostics

Russell Reynolds Assoc.

SAIC

Salesforce.com

Sanofi-Aventis

Sealed Air Corp.

Serco

Siemens

Sony

Staples

Starwood Hotels

Stryker

Symantec Corporation

The Budd Group

The Charmer Sunbelt Group

The Hershey Company

Time Warner

Toshiba

TRW Automotive

Turner Broadcasting

University of California

University of Florida

University of Michigan

University of Tennessee

UPS

US Dept. of State

Vantiv

W.W. Grainger

Wal-Mart

Warner Bros.

World Vision International

WPP Group

Yahoo



2012 Audience Breakdown

Job Function breakdown:

14% Director/Executive

21% CEO/MD/VP/Executive Director/Chief Executive

17% CFO/VP/Finance Director/ Manager/Treasurer/Controller

11% Shared Services VP/Manager/Director

9% Consultant/Analyst/Advisor

7% Business Improvement/Process/Service Head/Director

6% Human Resources/HRD/Recruitment/VP/Director/Manager

5% Other

4% COO/Operations Head/Director/Manager

3% Planning/Strategy Director/Manager

3% Business Services/Support Manager/Director

2% CIO/IT Director/Manager

G6 Panelists and ModeratorExhibition Hall 2012

G6 Panelists and Moderator




Industry breakdown:

18% Banking, Finance and Insurance

25% IT/Telecomms/Technology/Support Services

8% Retail Trade

8% Other

7% Management Consulting Services

7% Manufacturing

6% Defence

5% Healthcare and Social Assistance

4% Food & Beverage Manufacturing

3% Energy Retailers

3% Public Sector & Government

3% Transport

3% Hospitality

2012 G6 Panel

Demo Drives

Exhibition Hall 2012




Geographical breakdown:

88% United States

5% South America

3% United Kingdom

2% Europe

2% Other

Other countries include: Australia, Canada, China, India,Kuwait and Malaysia

Greg Harmer, OSI RestaurantPartners

Exhibition Hall 2012General Sessions



2012 Event Sponsors



Please supply:Scan Optics

Social Media

“In no other conference have I seen such extensive dialogue – realinteraction – between the companies in need of services and solutionsand those supplying the companies. Shared Services & OutsourcingWeek drives true collaboration and partnership, something we need

more of in these difficult economic times.”Rick Arpin, SVP & Corporate Controller, MGM Mirage



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ssoweek north america 2012 post show report report

Business

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business insights

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north american winners

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