03 - 04 November, 2011

Over the past two decades organizations have achieved a great deal of success in adopting and optimizing a shared services model. A properly structured and supported shared services organization will gain the benefits of scale, drive process efficiency, leverage innovation and add continuous value the business. However despite the success many still struggle with the basic foundation and critical elements of the SSO model and concerns over the next evolution of shared services. There is a pressing need to make the shared services organization more business relevant and tied to corporate goals as well as continuing to add measurable value to the business year after year. During the 2011 Shared Services Conference leading practitioners from a diverse group of companies will share their experiences overcoming such struggles and detail how they have been able to deliver superior results and step changing value creations for the business well beyond cost savings.

The event is uniquely targeted to address the needs of both the new/emerging and mature/multi-functional shared services organization with specialized breakout sessions to address the specific challenges of these two groups.

Thursday, November 3, 2011

REGISTRATION AND CONTINENTAL BREAKFAST 8–8:45 AM
WELCOME AND INTRODUCTION 8:45–9 AM
Antonius (“Ton”) Heijmen, Senior Advisor, The Conference Board

A 9–10 AM

Key Issues Facing Today’s Shared Services Organizations

Moderator
Ira Fialkow, Senior Vice President Member Services, Peeriosity, Former Executive
Vice President, Shared Services, Rinker Group / CEMEX USA
Panelists
George Gudgeon, Vice President, Global Financial Shared Services, Hyatt Corporation
Kelvin McLaurin, Corporate Vice President Global Shared Services, McDonald’s Corporation
Kelly Phillips, Vice President, Global Shared Services, Beam Global Spirits and Wine
Carolynn Sheyker, Director, Global Financial Shared Services, Motorola Solutions

B 10–11 AM

Leveraging Shared Services as a Platform for Growth

Richard Sarkissian, Principal, Deloitte Consulting LLP

NETWORKING AND REFRESHMENT BREAK 11–11:15 AM

C 11:15 AM–12:15 PM

Maximizing Performance through Talent Management

Cindy Berry, Director Finance Organization Excellence, Unisys

LUNCHEON 12:15–1:15 PM

D 1:15–2:30 PM

Peer-to-Peer Learning Experience: Extended Roundtable Session

NETWORKING AND REFRESHMENT BREAK 2:30–2:45 PM

E1 2:45–3:35 PM

Optimize Value by Balancing Structure and Flexibility

Erin Champlin, Vice President, Global Business Services, EMC

E2 2:45–3:35 PM

Taking Value Creation beyond Operational Delivery

Bob Carroll, Vice President, Hewlett Packard Global Business Services – Americas Operations

Concurrent Sessions 1 target the new/emerging SSO.
Concurrent Sessions 2 address the needs of the mature/multi-functional SSO.

F1 3:40–4:30 PM

Moving from Single to Multi-Function Service Delivery

Jeffrey Jacobson, General Manager and Vice President Finance Shared Services, Pitney Bowes

F2 3:40–4:30 PM

Achieving Higher Levels of Performance and Greater Value through Linkages to Corporate Strategy and Transformation

Theresa Jones, Corporate Director, Business Services, The Dow Chemical Company

G1 4:35–5:25 PM

Instill a Culture of Improvement from the Onset through Performance Metrics

Jeffrey Nunn, Director, Shared Services Strategy Management, The Boeing Company

G2 4:35–5:25 PM

Role of the Global Process Owner in Achieving Continuous Improvement

Kelly Phillips, Vice President, Global Shared Services, Beam Global Spirits and Wine

NETWORKING COCKTAIL RECEPTION 5:30–6:30 PM

Friday, November 4, 2011

CONTINENTAL BREAKFAST 8–8:30 AM

H 8:30–9:20 AM

Partnering for Success: Deliver Lower Cost, Better Services and Innovation through Strategic Partnerships

Eleodor Sotropa, Associate Director, Global Business Services, Procter & Gamble

I 9:20–10 AM

Fostering a Culture of Change throughout the Organization

Lara Nichols, Senior Director, Global Partner Strategies, Tyco International

NETWORKING AND REFRESHMENT BREAK 10–10:15 AM

J 10:15–11:15 AM

Key Components of a Voice of the Customer Program

Carol Hickman, Assistant Vice President, Service Innovation, CIGNA Healthcare

K 11:15 AM–12:15 PM

Delivering Value through Expansion Across Geographies

Moderator
Antonius (“Ton”) Heijmen, Senior Advisor, The Conference Board
Panelists
Peggy Fechtman, Executive Vice President for Global Capability Sourcing, MetLife, Inc.
Theresa Jones, Corporate Director, Business Services, The Dow Chemical Company
Paul Nicolaisen, Vice President, Global Shared Services, BD
Corey Overby, Vice President Strategic Governance and Planning, MetLife, Inc.

For speaking and sponsorship opportunities, please contact Mary Beth Reidy at marybeth.reidy@conferenceboard.org.