Pre-Conference Workshops & Site Tour: Monday, 10 May 2010
Stream One: The Fundamentals to Shared Services Success
8.00 - 11.00 Workshop A: Change Management: Your Key To Higher Return On Investment From Your SSO
Change is personal, affects you individually and benefits the organisation collectively. Shared services is about transformation, about continuously looking at your processes, policies, technology and ways of working together with the best skills and people available. Change and business improvement are two sides of the same coin. One does not exist without the other. When planning for a SSO in your business case, when deciding on your roll out strategies, who will these changes affect? The organisation and the people? Your buy-in will be seriously diminished if you are unable to articulate and communicate the answers to these simple questions. Your benefits will take longer to realise. Your ROI will deliver only meagre results. In this interactive workshop you will analyse in detail the critical components and experiences that reflect the importance of change management and its implications for the success of your SSO.
- Align your stakeholders to a common vision
- Determine the goals and objectives whether your SSO is ensconced into company culture or the initiative is new
- Discuss the importance of effective change management and its impact on the business improvement cycle
- Discuss the change equation and return on investment
- Highlight the change management pitfalls and how to avoid them
- The change management pitfalls and how to avoid them
Joseph Soalheira
Advisory Board Member
SSON
11.15 - 2.15 Workshop C: Building The Business Case & Demonstrating Buy-In
Shared services often start as an opportunity to cut costs and consolidate staffing levels. Reducing costs and eliminating redundancy will always remain an important feature of SSOs. However, when you are designing your shared services framework, you can use strategies to build a structure that will allow significant growth in scope and scale for years to come, thus creating a sustainable model that increases employee productivity and delivers value. This workshop will focus on using the strategies to build a business case that will gain executive buy-in demonstrating how shared services will add value as well as achieve cost savings.
- Realise the importance of structuring a business case to support the implementation of shared services
- Create and maintain buy-in through a cohesive communication strategy
- Craft a framework that will allow for change and growth
John Taya
Director HR
Main Roads State Government
2.30 - 5.30 Workshop E: Achieving Breakthroughs In Collection Performance
Cash isn’t just king in the current climate – it’s more like the Ace in your deck. Leveraging shared services can do wonders for your working capital management and lead to a healthy cash position. Ask yourself if you are: Frustrated at non paying customers and aged debt? Needing to improve your cash position on the balance sheet? Looking to improve your credit management function and add value to the business? Considered centralising the credit & collections function? If any of the above applies to you, then this is the right workshop for you. As shared services continues to expand and mature, the opportunities and options for leveraging them to drive effective credit management, credit risk and customer cash collection has significantly increased.
- Learn what shared services can do for you in the cash collections space
- Structure your cash management team for optimal results
- Engage active collaboration with your business areas to assist with customer disputes and improving quality of invoicing
- Understand the importance of collections efficiency percentage measurements
Michael Zouroudis
VP Shared Services
ABB
Stream Two: Driving Out Operating Costs
8.00 - 11.00 Workshop B: Shared Services & Chargeback: The Pricing Method SSOs Want
What is the most effective way to price or chargeback for shared services? Is there a single “best” way that works for all services? Answering this question has proved difficult for many executives because different price and chargeback approaches can yield a complex mix of costs and benefits. Yet getting it “right” is more important than ever. Metrics and financial transparency are valued greater than in the past - accurate measurement and effective communication of what you do are essential.
- Discuss the advantages/disadvantages/elements/challenges in designing and implementing the right chargeback model for your business
- Highlight the differences in chargeback practices when looking at a start-up versus mature SSO
- Determine how you can embed the chargeback model with alignment to performance measures
Rebecca Jennings
Operations Manager
Australia Post
11.15 - 4.00 Workshop D: Qantas Visit: An In Situ Look At A Mature Shared Service In Operation
Whilst articulating the concept, planning for and rolling out a Shared Service are all critical steps of the journey, how valuable would it be to actually see what happens in an already established best class Shared Service operation before you go live? The session will be held at the Centre of Service Excellence where all Qantas staff have participated in customer service training.
Take this opportunity to:
- Understand the approach and evolution of the Shared Service operation
- Consider the breadth and depth of services provided, achievements since go live and current strategy
- Meet with the representatives of the functional and value stream teams to understand the services, current opportunities and challenges
- Ask all of those questions you really want to ask the people at the coal face
Suzanne Young
Executive Manager Shared Services & CPO
Qantas Airways Limited
2.30 - 5.30 Workshop F: A Roadmap to Outsourcing Your Services Effectively: Successful Approaches to Commercialising Your SSC
As many SSC’s reach a level of maturity, organisations are constantly searching for new frontiers to further enhance operational performance. One option being considered is whether to outsource the activities of the SSC to a third party provider. Whilst this option appears attractive, there are a number of challenges to overcome in order to successfully implement an effective outsourcing model.
This workshop will look specifically at two of the key decisions in the outsourcing process:
- Is our organization ready for outsourcing?
- How do we select the most appropriate provider?
- Learn a rigorous approach to develop a successful outsourcing strategy for your organisation
Krist Davood
Group CIO
Schiavello Group