Topics to be Addressed November 18 – November 19, 2009

As organizations struggle to reduce costs, streamline processes and improve performance they are looking to shared services to survive, if not thrive in challenging times. Leading practitioners at the 2009 Shared Services Conference will demonstrate how shared services organizations can add greater value to the business and detail strategies for sustained success. This event will include sessions that target both the new/emerging and mature/multi-function shared services organization and will also include an interactive roundtable session to encourage attendees to discuss issues and present solutions with peers for an enhanced learning experience.

Agenda at a Glance

Wednesday, November 18, 2009

Registration and Continental Breakfast: 8–9 am

Chairperson Welcome and Introduction: 9–9:15 am
Judy McFarland, Vice President, HR Service Center, HRIS and Enterprise Shared Services HR,
Northrop Grumman Corporation

A 9:15– 10:15 am	Panel Discussion: Shared Services in Challenging Times Moderator: Susan Halliday, Vice President, Accounting Shared Services, Walgreens Panelists: Karen Dobson, Director, Financial Services Support, Coca–Cola Enterprises Eleodor Sotropa, Associate Director, Innovation Global Business Services, Procter & Gamble Stacey Gelman, Vice President Shared Business Services, Merck & Co Inc.
B 10:15– 11:15 am	Moving Beyond Traditional Shared Services Boundaries Annette Tirabasso, Principal, Deloitte Consulting LLP
C 11:30 am– 12:30 pm	Roundtable Discussion: Benchmarking for Continuous Improvement
12:30–1:45 pm	Luncheon
D 1:45–2:30 pm	Maintaining Employee and Stakeholder Commitment and Morale for Sustainable Success
E1 2:30–3:30 pm	Building a Compelling Business Case for the Shared Services Organization Anthony Poselenzny, Vice President Corporate Strategy, UPS
E2 2:30–3:30 pm	Strategically Establish a Mature/Multi–Function Shared Service Organization for Greater Efficiency Karen Dobson, Director, Financial Services Support, Coca–Cola Enterprises
F1 3:45–4:30 pm	Staying True to the Shared Services Model to Achieve Long Term Value Stacey Gelman, Vice President Shared Business Services, Merck & Co Inc.
F2 3:45–4:30 pm	Leveraging the Benefits of a Global Shared Services Model H. Keith Butterfield, Director, Global HR Shared Services, Caterpillar, Inc.
G1 4:30–5:30 pm	Building the Foundation for a Sustainable, Continuous Process Improvement Structure Judy McFarland, Vice President, HR Service Center, HRIS and Enterprise Shared Services HR, Northrop Grumman Corporation
G2 4:30–5:30 pm	Staying Distinctive, Relevant and Ahead of the Commodity Curve Eleodor Sotropa, Associate Director, Innovation Global Business Services, Procter & Gamble

Thursday, November 19, 2009

Continental Breakfast: 8–8:30 am

H 8:30–9:30 am	Shared Services/Client Partnership: Creating Value During Challenging Times Mark Johnson, Vice President Shared Services, Kraft Foods
I 9:30–10:30 am	Shared Services and Outsourcing: Optimize the “Make vs. Buy” Decision for Your Organization Moderator: Tom Torlone, Principal, Deloitte Consulting LLP Panelists: Joann Martin, Director BPO Global Strategic Outsourcing, Pitney Bowes Simon Tarsh, Director, Outsourcing Advisory Services, Deloitte Consulting LLP Adam Stanley, Global Chief Technology Officer, Aon Corporation Ray Haggar, Senior Director, IT Services, Rogers
J 10:45–11:30 am	Utilizing a Customer Relationship Management Model to Increase Value of the SSO Lois Miller, Group Head, Human Resources Services and Solutions, MasterCard Worldwide
K 11:30 am–12:15 pm	The Pros and Cons of Service Level Agreements Lisa Young, Senior Vice President, Enterprise Support, ASRC Federal Holding Company

12:15 pm Conference Adjourns

Shared Services Conference Driving Value, Mitigating Risk, and Accelerating Innovation through Collaboration
November 18 – November 19, 2009 Wyndham Chicago Chicago, IL
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