02 November, 2011

REGISTRATION AND CONTINENTAL BREAKFAST 8–9 AM

WORKSHOP A 9 AM–NOON

Shared Services Optimization through the Service Delivery Maturity Model

Shared services organizations are under constant pressure to meet the demands of delivering quality and service while also being asked to add further value. Challenges arise when SSOs increase their scope in response to demands without a true understanding of their capabilities or a strategy for execution. In response to these challenges Deloitte has developed a service delivery maturity model to help a company quickly understand the current state of its organization, envision its target state in both the short and long term, and apply a combination of levers to make progress and measure results.

During the intensive workshop facilitators will:

• Detail the model’s four key dimensions and 20 corresponding capability areas used to assess readiness and capabilities
• Demonstrate how to assess the SSO’s current state and develop its future state vision
• Provide you with the tools to assess your maturity on the Service Delivery spectrum and prioritize initiatives to help you close the gap to your future state vision

Aprajita Rathore, Senior Manager, Deloitte Consulting LLP
Gina Schaefer, Senior Manager, Deloitte Consulting LLP
Ian Wollman, Senior Manager, Deloitte Consulting LLP

NETWORKING LUNCHEON NOON–1 PM

WORKSHOP B 1–4 PM

Transforming Organizational Culture through Talent and Change Management

The success of your shared services organization is critically dependent on your organization’s ability to embrace, communicate, and drive change through the organization. Equally important are the people that you have in place to manage the change and drive the initiatives forward.

The workshop will focus on providing you the tools and practical applications to manage the human dimension of the shared services journey and will cover:

• Tools and tactics to manage change and overcome ingrained cultural resistance through employee and stakeholder engagement
• Address talent needs and culture change issues to establish a service culture for sustained success
• Identify key competencies leaders and team members as well as talent development strategies

Julie Page, Director, Organizational Effectiveness, Raytheon