The Fundamentals of Designing, Building and Implementing Shared Services
Best Practices to Drive Operational Excellence
27 June, 2014
The Conference Board Conference Center
New York, NY
For more than two decades organizations have achieved a great deal of success in adopting and optimizing a shared services model. Shared services models have consistently proven to be an effective means to contain costs, drive efficiency, enhance service delivery, increase collaboration, drive innovation, and deliver continuous process improvement. 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.
A properly structured and supported shared services organization will gain the benefits of scale, drive process efficiency, and add continuous value the business, but can quickly become derailed without the crucial steps needed to create a solid and scalable foundational structure and mitigate through the immense cultural and behavioral issues that are associated with this major organizational change.
In response to these challenges, The Conference Board is proud to announce a one-day comprehensive seminar titled The Fundamentals of Designing, Building and Implementing Shared Services. During the seminar leading practitioners will come together to address common struggles in launching a shared services organization and detail how they have been able to deliver superior results and step changing value creations for the business well beyond cost savings through the effective utilization of shared services. This comprehensive one-day seminar will feature:
8:30 – 9:00 am
Registration and Continental Breakfast
9:15am – 11:30 am
Moving from Concept to Delivery: Building, and Implementing the Business Case for an SSO:
As all companies are different, particularly in terms of business culture, the ways in which one company may develop and implement their SSO will be different from another. Additionally, not all services lend themselves to be “shared” and there is simply not one shared services business model that is suitable for all organizations. However, throughout the process there are proven steps that need to be taken in order to build a solution that fits your company and enables you to develop your own processes. During this session, the facilitator will guide you down a path to confidently choose a plan from the available options that will support high performance for the enterprise and create a scalable platform to support future business growth as well as:
Paul Bartley, Director, Program Support Center, U.S. Department of Health and Human Services
Gene Migliaccio, Dr.P.H., Director of Federal Occupational Health. Program Support Center, U.S. Department of Health and Human Services
10:30 – 10:45 am
Refreshment and Networking Break
10:45– 12:15 pm
Fostering a Culture of Change and Engagement throughout the Organization
Ingrained in the nature of shared services is change, either during the building and implementing of the business case or expanding the scope and scale of an existing SSO. The ways in which a company responds to change will directly have an impact on the success and growth capabilities that will be realized. By gaining alignment and embracing change an organization can ensure they will avoid or minimize costly business disruptions. During this session the facilitator will demystify proven change management and employee engagement techniques in order to keep all parties focused and engaged in the face of insecurity or uncertainty including:
Terri Dimitri, Vice President, Global People Services, Covance Inc.
Teresa Lovelace, Director, Global Human Resources Service Delivery, Covance Inc
1:15 -2:45 pm
Performance Metrics: Aligning Business Strategy and Continuous Improvement from the Onset
In developing a system for capturing performance metrics and a foundation for continuous process improvement how do you ensure that your measurements will communicate and deliver value to the business leading to continued support of your initiatives? Furthermore, as the SSO grows and the needs of the business changes you need to be able to develop a scalable structure that is capable of responding to the changing business needs and one that can be effective for many years to come. During this session, tackle the daunting task of exploring the various tools and options available to measure performance as well as:
Roxanna Wall, Group Corporate Services, Complex Deals Team, UBS AG
Cindy Gallagher, Vice President and Deputy Controller, AOL Shared Services
2:45 – 3:00 pm
Refreshment and Networking Break
3:00 – 4:30 pm
Talent Management Equation in Shared Services Excellence
Ensuring the right people are in place at the right time it a prerequisite for driving the initiatives and realizing the full value opportunities. The results achieved through your investments in shared services are directly related to ensuring the right staff are in place to drive the initiatives through. This needs to occur through a delicate balance of new, retained and transition employees. During the session we will explore the talent management equation in driving performance including:
Judy Pennington, Director, Human Capital, Deloitte Consulting LLP
Seminar Wrap-up and Closing Questions
The close of the conference will feature an opportunity for the attendees to ask any questions that they may still have to the presenters and their peers.
For sponsorship opportunities, please contact Michael Felden at Michael.Felden@conferenceboard.org.
For speaking opportunities, please contact Mary Beth Reidy at