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WHERE Pullman Melbourne Albert Park
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Web: www.pullmanalbertpark.com.au
WHEN? 10 - 12 June 2015
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Main Conference: 10 – 12 June 2015
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* All passes include full access to the main conference sessions, SSON Awards Gala Dinner, post-event
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features below onto the standard pass to create your own custom built package.](https://image.slidesharecdn.com/b728ee86-c87c-443a-b0b4-698daafc3113-150319002204-conversion-gate01/85/SSOW-Web8-25-320.jpg)
SSOW-Web8
- 1. Main Conference: 10 – 12 June 2015 Workshops & Site Visits: 9 & 12 June 2015 Venue: Pullman Albert Park, Melbourne DELIVERING INCREASED VALUE THOUGH DIGITAL TRANSFORMATION, DATA ANALYTICS AND ENHANCED PARTNERSHIPS SSO WEEK IS THE HOME OF AUSTRALASIA’S SHARED SERVICES AND OUTSOURCING COMMUNITY WHERE PRACTITIONERS DECIDE THEIR ORGANISATION’S FUTURE AND THEIR NEXT BUSINESS SOLUTIONS EARLY BIRD OFFER - SAVE $1500! Register and pay by 20 March 2015 A NEW INDUSTRY STANDARD: NO SALES PITCHES ONSTAGE! YOU SPOKE, WE LISTENED. www.sharedservicesweek.com.au JOIN 500+ shared services and business transformation leaders and hear from 60 leading industry minds MORE THAN 220 ORGANISATIONS ONSITE, 45% OF THEM BRAND NEW TO THE EVENT EACH YEAR! Once again a motivating, inspiring and informative conference Carol Lawrence ASPAC PMO Lead HR Services, Johnson & Johnson Michael Arnone Head of Procurement, Nestlé Janelle Hopkins Group Chief Financial Officer, Australia Post Mark Loveard Chief Financial Officer & GM Shared Services, Airways New Zealand Sally Underwood General Manager, Shared Services, Telstra Anil Bhavnani Director - BPO Operations, Global Financial Solutions, Pfizer Roy Barden Shared Services Director, UK Cabinet Office
- 2. EVENT DIRECTOR’S WELCOME NOTE SSO WEEK 2015: Delivering Increased Value through Digital Transformation, Data Analytics and Enhanced Partnerships A common refrain in the shared services and outsourcing community used to be that the industry in Australia and New Zealand was 4-5 years behind the rest of the world. But 2015 is the year that many of the global trends we have seen at SSON, such as Global Business Services and Global Process Owners, hit the mainstream in Australia and New Zealand, bringing the industry in line with global developments. With that in mind, SSO Week 2015 will be focused on ‘what’s next’ for Australian SSOs, with particular reference to: • Global Business Services – With organisations like BP, ANZ and Rio Tinto adopting a GBS model, what does it mean for Australian businesses and how can they leverage it to deliver increased value? • Partnering – With the global BPO market now worth over $460 Billion and on the increase, how can businesses transition their partnerships from transactional to value based agreements, and how can they build on their relationship management capabilities? • Robotic Process Automation – is robotic process automation set to change the shared services and outsourcing industry as we know it, with 24/7/365 processing capabilities, or is it just another buzz phrase? • Future Work Places – with two out of three companies set to have a BYOD solution by 2017, the rise of activity based working, remote agents and an increasingly mobile workforce, what does that mean for the SSO operation of the future? To reflect the innovation taking place in the industry, we have also taken a fresh approach to how the event will be delivered. For the first time in our history, we will be reserving the main stage for practitioner case studies and benchmarking studies only, with bespoke solution provider break out sessions targeted towards your specific challenges and needs. I hope you find the program we have put together for 2015 relevant and valuable and I welcome your feedback on it. I look forward to meeting you in Melbourne in June. Kind regards, Ross Clayton Head of A/NZ, SSON WHAT’S IN STORE FOR 2015? More than 50 case studies, with over 90% of the speakers brand new to the line up, ensuring that we keep the content fresh every year Four international case studies bringing you global best practice in Global Business Services, outsourcing partnerships and government shared services Two exclusive site tours to NAB and BP Elite, giving you the chance to take a sneak peak at the shared service operations of some of Australia’s leading brands Six Master Classes, designed to give you tools and takeaways for your current role, on topics as varied as change management, vendor relationship management, benchmarking, establishing a shared services organisation, leveraging global business services and overcoming the hurdles to shared services in a government context 50 4 2 6 SSON is launching Shared Intelligence, the industry’s premier online community which caters exclusively to active practitioners. You’ll be able to connect with 3,000 practitioners attending our conferences globally for 12 months, no vendors are allowed access. Shared Intelligence will ensure you meet the right peer at the right time – 24/7, 365 days a year. Whether you’re preparing a business case, needing a process template or org chart or want to canvass opinion on a project, Shared Intelligence is your go-to industry portal. FREE SHARED INTELLIGENCE 12-MONTH LICENSE FOR EVERY ATTENDEE! BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015 SSON is launching Shared Intelligence, the industry’s
- 3. 2015 HIGHLIGHTS 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015 FOR THIS YEAR! NO SALES PITCHES! The main agenda this year is reserved exclusively for practitioners and benchmarking organisations. Instead, access the insights of expert solution providers through the following new formats: Brain Weaves – A smaller break out session from the main program, the brain weaves are an intimate session, designed to allow you to deep dive into your current challenges, and arrive at strategies to address them The Technology Cube – As the name suggests, this glass cube will be on the exhibition floor, and it is your chance to get up close and personal with the latest software, see the functionality it offers in real time, and ask any questions you might have to the resident experts Interactive Discussion Groups – These interactive discussion sessions facilitate peer-to-peer exchange of best practice, common challenges and shared goals particular to one area of interest Surgery – In the surgery, you will have the ability to take in your latest project and have it assessed by the leading consultant in the space, giving you practical tools to ensure best practice delivery BACK BY POPULAR DEMAND: Functional Streams – Splitting the audience along Finance, Procurement, HR and Customer Services lines, enabling you to share best practice with your direct peers The SSO Week Networking App – Designed to maximise your networking opportunities on site by enabling you to search for peers of a similar size, industry, area of focus or business challenge Planning and Launching Stream – To reflect the ever expanding reach of shared services and outsourcing, with more and more mid tier organisations looking at how they can leverage it to improve their competitive advantage Big Ideas – Giving you some out of the box perspectives from speakers outside of the industry to take back to your team Audience Polling – Real time analysis of the state of the industry in Australia and New Zealand and how you compare to your peers in attendance SSON Excellence Awards – Recognising excellence in SSOs across the region and aiming to build on the record number of submissions received last year! THE SSO WEEK 2015 PROGRAM HAS BEEN TAILORED FOR THE FOLLOWING KEY FUNCTIONS: ü Finance ü Procurement ü Human Resources ü Information Technology ü Accounting ü Customer Service ü Multi-functional BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au
- 4. GOODBYE ONSTAGE SALES PITCHES. HELLO, ALL PRACTITIONER- LED PLENARY AND TRACKED SESSIONS... Ever find yourself zoning out the moment you realise someone is selling you something you didn’t ask for? Well, we do – and so do a lot of our customers. That’s why starting in 2015, SSON has done away with vendors taking the stage to pitch their products and replaced it with an all practitioner-led speaker faculty for our plenary and tracked sessions. This means you’ll get access to a practitioner’s point of view every time you come to one of our events. Your time spent with us will be 100% more effective as you learn from peers about their experiences, lessons learned and their roadmap to success. Now, don’t get us wrong – our vendors still have a very prominent place at our events, because we know they provide an enormous amount of value and knowledge for you. (If anything, many of the practitioners you’ll hear from owe their success to a partnership with a solution-provider!) However, it will be up to you when and where you hear from solution-providers – whether through a 1-to-1 meeting to discuss a specific challenge, during a master class or workshop catering to niche groups or within the Exhibition Hall to get an understanding of all the new technology available to empower your success. It is our primary responsibility to make sure you widen your networks and hear the content you signed up for when you attend an SSO Week. This is our first step (of many) to stick by our word. Here’s to a new standard in the events industry for the shared services and outsourcing community. BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au
- 5. MEET THE 2015 SPEAKERS 65+ SPEAKERS – 95% OF THEM NEW FOR 2015! Janelle Hopkins Group Chief Financial Officer, Australia Post NEW Kate Stephens Director Workforce Relations and Strategy, GSG, Department of the Premier and Cabinet SA NEW Sally Underwood General Manager, Shared Services, Telstra NEW Sophie Kovarik Director, Human Resource Shared Services, Thales NEW Michael Arnone Head of Procurement, Nestlé NEW Nicole Tournier Director Finance Strategy, Monash University NEW Calvin Grice, Shared Services Manager, HDR NEW Allan Tait Chief Financial Officer, The University of Melbourne NEW Peter King Head of Financial Shared Services, Woolworths NEW Bev Rose General Manager Shared Services, Ergon Energy NEW Ross Darrah General Manager Procurement, healthAlliance NEW Nigel Clarke Associate Director – Global Accounts Payable and T&E Services, Tyco NEW Daryl Cornish Director Professional Services, Victoria University NEW Pieter Reynders Senior Project Manager, Veolia Environmental Services NEW Tania Galbraith Director International Continuous Improvement, Walt Disney David Cecil Group General Manager, Global Shared Services, ANZ NEW BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015 Sometimes we all need to be inspired from outside our own industry. Every year, SSO Week brings you eye-opening perspectives on life and business that might make you look at things a little differently… Huw McKay Senior International Economist Westpac Huw joined Westpac’s Economic Research team in 2000. He is the bank’s spokesperson on pan-Asian economic and market issues. He was formerly Principal Advisor Financial Markets at the Australian Federal Treasury. His views on the state of the global economy, financial and commodity markets are widely sought by governments, corporations and investors around the world. Mark McCrindle Futurist Mark McCrindle is an award-winning social researcher, best-selling author, and influential thought leader, and he is regularly commissioned to deliver strategy and advice to the boards and executive committees of some of Australia’s leading organisations. BIG IDEAS SPEAKERS INTERNATIONAL INSIGHTS Roy Barden Shared Services Director, UK Cabinet Office Anil Bhavnani Director – BPO Operations, Global Financial Solutions, Pfizer (India) Sanjay Patel Head of Finance Shared Services, Global Business Services, Rio Tinto (Singapore) Shane Stacey Regional Director of Operational Finance APAC, Dentsu Aegis Network (China) Michelle Davis NZ Shared Services Manager, Waste Management NZ NEW Mark Loveard Chief Financial Officer & GM Shared Services, Airways New Zealand NEW
- 6. MEET THE 2015 SPEAKERS Michael Fromberg Head of Customer Operations, Australia Post Ken Hedley General Manager Shared Services, APA Group NEW Michael Pole Finance Operations Manager, ElectraNet NEW Daniel Barnett General Manager, Shared Services, IDEA Services NEW Div Pillay Director, Mindtribes NEW Adam Woods Head of Finance Shared Services, Bendigo & Adelaide Bank NEW Peter Thomas Deputy Chief ExecutiveCorporate Services, Ministry of Business Innovation & Employment NZ NEW Lara Higson General Manager Shared Business Services, MMG NEW Scott Wilson General Manager Reporting Centre of Excellence, Telstra NEW Jonathan Nichol Chief Financial Officer and APAC Regional Service Delivery Manager, Sandvik NEW Diane Edwards General Manager, People & Processes, Ports of Auckland NEW Steven Raynor Head of Organisational Effectiveness & Change, QBE Simon Lees Manager Customer Contact, South East Water NEW Neil Padley Business Transformation & Shared Services Executive, Brisbane City Council Racine Ogborne Manager of Shared Services, Tox Free Solutions NEW Ken Jefferd Head of Global Business Services ANZ, BP Elite Anna Reichelt General Manager Group Shared Services, Crowe Horwath NEW Roger Smith Chief Financial Officer, BOC NEW Susie Duncan HeadofProcurement and Shared Services, The GPT Group NEW Tim Cairns Manager – Vendor Management Solutioning, NAB NEW Justine Waddick Executive Director, Procure to Pay, Monash University Miya Chiba Director, Human Resources (Acting), Swinburne University of Technology NEW Morag Eyles Head of HR Shared Services, ANZ NEW Ian Lister General Manager Finance & Procurement, NSW Department of Finance & Services NEW Morag Leith Chief Financial Officer, Holcim NEW Patricia Reade Transformation Director, Auckland Council NEW Cynthia Singh General Manager, Shared Services, One Steel NEW Melinda Stewart Head of HR Services, Lend Lease NEW Rhonys McDowall Manager Australasian Finance Shared Services, Incitec Pivot NEW Theresa Kim General Manager Financial Services, New Zealand Post NEW Paul Wensor Partner, Deloitte NEW Bruce Lines Vice President, Operations, University of Adelaide NEW Jo Vaughan Manager Shared Services A/NZ, BlueScope Steel NEW Theo Theodore Finance Optimisation Program Manager, Suncorp NEW Jane Prior Director of Finance and HR, The University of Melbourne NEW Darrin Campbell General Manager – HR Support, Boral NEW Phil Paterson Director of Financial Services, Mars NEW Sue Hobart Accounts Payable and Receivables, Mars NEW Michael Filazzola Executive Director After Sales, Holden NEW BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015 Jim Heaney Group Shared Services Manager, Asciano Keith Martin GM Performance Management, NAB
- 7. AUDIENCE OVERVIEW n Public Sector n Banking and Financial Services n Education and Legal n Energy and Utilities n EPCMs and Manufacturing n Retail and FMCG n Mining and Metals n Life Sciences and Healthcare n Not for Profit n Media and Entertainment n Transport and Logistics n Travel and Hospitality n Other SSO Week remains the largest and best attended business transformation event in A/NZ. The 2014 event attracted 549 ATTENDEES from 216 ORGANISATIONS 45% of them brand new to the event! WHO JOINED US IN 2014? INDUSTRIES 18% 6%11% 4%13% 5%8% 4%12% 4%7% 3% 5% JOB FUNCTIONS Finance 24% Shared Services /Outsourcing 21% 19% HR Procurement 13% Customer Service 8% Process Improvement 4% IT 4% Other 7% SENIORITY C-Level / Managing Director General Manager / Director / Head Manager / Leader / Specialist Other 12% 46% 38% 4% SNAPSHOT OF ORGANISATIONS ALREADY ATTENDING IN 2015 BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015 500+ATTENDEES 58%C-LEVEL, VP, DIRECTOR LEVEL 200+COMPANIES 45%NEW COMPANIES
- 8. IT’S ALL ABOUT THE NETWORKING! Every year the SSO Week audience tells us that networking opportunities are the number one benefit of the SSO Weeks around the world. That’s why each year we hone and refine the networking functions and opportunities to give you even more time to interact with your peers… • Back by popular demand, the Functional Roundtables split the audience along Finance, Procurement, HR, Customer Service and Digital Transformation lines to allow you to debate the issues that matter to you with the people most relevant to you. • Following its successful launch in 2014, the SSO Week Networking App is returning in 2015. This mobile platform enables you to start your networking before the conference even starts, by setting up your profile, finding and connecting with like-minded professionals and pre-arranging one-to-one meetings. • Once again the Exhibition Hall is at the heart of the networking at SSO Week, giving you the opportunity to connect with leading consultancies, BPO advisory services and solution providers, as well as mingle with your practitioner colleagues. And with the new additions in 2015 of the Technology Cube and Surgery, there is even more to gain from your time spent here! • No SSO Week would be complete without the SSON Excellence Awards Gala Dinner, the night we where we recognise and celebrate our industry’s achievements over the past year. With a record number of nominations in 2014, who knows what the 2015 awards have in store! • Plus all the usual fun and informal networking opportunities, including the Welcome Drinks Reception, Networking Lunches and Coffee Breaks. An excellent opportunity to meet, interact with and listen to like-minded professionals who are experiencing similar opportunities and challenges Steve Smith, Team Leader – HR System Support, Suncorp The SSON Excellence Awards are our chance to recognise and celebrate the achievements of both captive and outsourced shared services. We welcomed a record number of applications in 2014 and celebrated wins by Telstra, IBM, Tyco, WNS, NSW Businesslink and Monash University. The 2015 awards are easy to enter and you don’t have to be ‘state of the art’ to have an amazing story to tell. Reward your employees’ hard work by submitting an application that recognises innovative approaches, regardless of budget or company size. The categories for the 2015 awards are: Excellence in Customer Service Excellence in Culture Creation Excellence in People and Communications Excellence in Value Creation Excellence in Improvement & Innovation 2015 Judging Panel: Ken Jefferd, Head of Global Business Services ANZ, BP Neil Padley, Executive Manager, Support Services Centre, Brisbane City Council Albert Olley, Executive Director, Business Services, Department of Family & Community Services NSW Josee Lemoine, Director Innovation & Business Performance, Telstra Visit www.sharedservicesweek.com.au or email enquire@iqpc.com.au to submit your nominations! Don't miss the submission deadline of Friday 8th May! THE SSON EXCELLENCE AWARDS 2015 NETWORKING BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015
- 9. SITE VISITS SITE TOUR A: Tuesday, 9 June 2015 | 09:00 – 12:00 Friday, 12 June 2015 | 14:00 – 17:00 NAB NAB are pioneering the use of workplace flexibility by enhancing the physical, virtual and cultural aspects of their workplace. This site tour is your chance to not only see it in action, but also to get the latest on the NAB shared services journey. During the tour attendees will get: • An insight into NAB’s shared services strategy and their recent integration of multiple business units into a single shared service function • An outline of their property strategy from their property team, who are part of the shared services group and are responsible for drivingthe workplace flexibility and recent rationalisation into their Bourke St Precinct • A unique chance to see flexible working in action in a shared services environment and to ask the team about what it means for their day-to-day roles SITE TOUR B: Tuesday, 9 June 2015 | 09:00 – 12:00 BP ELITE Back by popular demand, and after selling out both last year and the year before, we will once again be hosting a site tour to BP Elite. Join your industry peers for this unique learning experience and witness first-hand new and practical approaches to shared services – the how’s, where’s, who’s and why’s behind one of Australia’s most mature SSOs. During this exclusive site tour, you will be guided through BP Elite’s SSO, where you will join General Manager, Ken Jefferd, and the team for a tour of their centre as they share ideas and experiences and answer your questions. One of the most beneficial – and popular – offerings provided at SSO Week is the opportunity to get up close and personal with the shared services operations at some of the most well-known companies today. Benchmark your own centre while you’re on the tour and take away meaningful ideas to implement at your own SSC. BOOK YOUR PLACES EARLY – THE SITE TOURS ALWAYS SELL OUT! BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015 CAPACITY LIMITED TO 20 ATTENDEES PER TOUR
- 10. MASTER CLASSES MASTER CLASS C: Friday, 12 June 2015 | 14:00 – 16:30 SHARED SERVICES IN GOVERNMENT: TODAY’S CHALLENGES, TOMORROW’S OPPORTUNITIES In this master class participants will be able to share their experience and build on their understanding of: • Why has the experience of implementing shared services in central government been so mixed? • What are the key requirements to get public sector shared services off the starting blocks? • In-house or outsourced – what are the specific benefits of these models to public sector organisations? • How important is benchmarking to success? • Who is delivering ‘best practice’ in public sector and what makes them different?’ Participants will be able to share their own experiences and learnings, as well as accessing current best practices from the US, UK and other European governments. Master Class Facilitator: Roy Barden Shared Services Director UK Cabinet Office Roy is a Director of the UK Government Cabinet Office with responsibility for the first Outsourced Shared Service Centre. He has spent the last 17 years implementing and operating both in- house and outsourced Shared Service / Global Business Services. He has worked in delivery roles and as a consultant and advisor. Between 2008 and 2010 Roy led the Hackett Shared Services Advisory practice globally. He is recognised as a leading GBS thinker and practitioner working across finance, HR, payroll and procurement. MASTER CLASS B: Tuesday, 9 June 2015 | 14:00 – 16:30 STRATEGIES FOR INCREASING THE PERFORMANCE OF OFFSHORE PARTNERSHIPS A strong partnership between clients and vendors is a key ingredient to high performance of the offshore activity. Yet, with all the noise around analytics, reporting, SLAs and commercial metrics, it often gets the least conscious effort. Offshoring relationships can start to sour and ultimately performance starts to slip. Onshore and offshore leadership is often not strong enough to redirect performance virtually and across cultures. In her previous role as Business Relationship Manager, Div was able to develop an effective framework for dealing with scenarios such as these in Mumbai and Manila. Div uses this framework currently in her practice to support Australian leaders to lift performance in Asian offshore activity. During this master class Div will share this framework and provide attendees with: • An understanding of how to conduct a diagnostic of their current arrangement • Tips on how to align metrics and desired outcomes to ensure that the correct behaviours are prioritised • Learning on the most effective leadership traits for improving the performance of partnerships across cultures • Strategies to ensuring on-going maintenance of the relationship Master Class Facilitator: Div Pillay Director Mindtribes Over 16 years, Div’s recognised area of specialty is in knowledge transfer and leadership in the BPO space. She led the cultural, product and system knowledge transfer for both Optus and MYOB, gaining sustainable performance improvements within 12-18 months collaborating with two vendor partners in India and Manila. Over the last two years she has extensively coached senior and operational leaders to manage their performance and careers during offshoring activity in the manufacturing, banking, automotive and pharmaceutical industries. She currently consults to companies in the insurance, banking and oil and gas industries on cross-cultural performance. MASTER CLASS A: Tuesday, 9 June 2015 | 14:00 – 16:30 A-Z OF PLANNING AND LAUNCHING YOUR SSO Setting out on your Shared Services and Outsourcing journey can be a daunting task for any organisation. Neil Padley is one of the leading experts in the shared services industry in Australia (if you need any proof, check out his bio below) and in this workshop he will guide the participants on the common pitfalls and things to consider, with particular reference to: • Creating a service, rather than a transactional processing, culture • Understanding which processes represent the best candidates for the initial launch of your shared service • How to choose the right pricing model for your organisation • Balancing standardisation vs specialisation • Overcoming resistance to change Master Class Facilitator: Neil Padley Business Transformation & Shared Services Executive, Brisbane City Council Neil is one of the best recognised names in the shared services industry in Australia and New Zealand. During his career he has been involved with transformation programs at the likes of Brisbane City Council, Virgin Australia, Echo Entertainment, Transport NSW and Air New Zealand. In his spare time he is also the President of the Australasian Shared Services Association (ASSA), a member-based association that offers networking events and activities, together with a range of services designed to grow and develop the shared services profession. CHOOSE UP TO TWO MASTER CLASSES BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015
- 11. MASTER CLASSES MASTER CLASS E: Tuesday, 9 June 2015 | 16:30 – 19:00 DEVELOPING A FOOL PROOF CHANGE MANAGEMENT PLAN Often shared services professionals are drawn to the role due to their focus on process and they can sometimes lack some of the softer skills necessary for effective change management. But change management is a discipline that can be learnt and trained, and central to effective change management is developing a framework and a plan. In this session, Daryl will draw on his background in both shared services and disaster response planning to outline the key fundamentals necessary for your next change management plan, by focusing on: • Understanding the key pillars of a successful change management plan • Addressing the key communication channels and the relative merits of each • Discussing business continuity planning and how it can be effectively integrated into a change management plan Master Class Facilitator: Daryl Cornish Director Professional Services, Victoria University Daryl’s professional interests focus on educational administration services to support scholarly activity. He was approached to set up the entire shared professional services unit for Victoria University and once established, was appointed to the position of Director of Professional Services. Professional Services is responsible for the delivery of valuable support services to individuals and groups across the university, and to senior executives and college offices. High quality, cost effective services are available across the university, including general administrative support such as calendar management and meeting room scheduling, circulation of committee minutes and action items and the provision of advice and personal assistance to the senior leadership team. MASTER CLASS D: Tuesday, 9 June 2015 | 16:30 – 19:00 DEMONSTRATING ROI AND MOVING TO BEST IN CLASS THROUGH BENCHMARKING As an increasing number of organisations look to shared services and outsourcing to improve operational agility and reduce their operating costs, the need for ‘best practice’ rings louder than ever. During this workshop Richard will outline how you can leverage developments in the wider industry to improve the effectiveness and efficiency of your operation. Specifically, he will address: • Drawing comparisons with local competitors and world class cases • Using benchmarking for more tangible performance optimisation discussions with the business • Selecting promising areas for business process engineering initiatives • Correctly identifying areas for additional investment in your SSC Master Class Facilitator: To be advised shortly BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015 Fantastic networking opportunity and really great to hear what others in the SS space are doing Anne Cosgrove, Executive Director, People and Culture, NSW Businesslink This was one of the best conferences I have attended in my time in the tertiary sector in 4 different countries Dr Daryl A Cornish, Director, Professional Services, Victoria University Well worth attending, lots of great presentations, I went back to the office with lots of great ideas Nicole Tournier, Director, Finance Strategy, Monash University
- 12. CONFERENCE DAY ONE 08:30 Registration 09:30 SSON’s Opening Remarks 09:45 Chairperson’s Opening Remarks 10:00 Establishing Global Business Services at Rio Tinto During his presentation, Sanjay will outline how they addressed the complexity of establishing a global model, with specific reference to: • Creating a model for global process champions, with end to end responsibility Enabling Procurement to Become a True Business Partner In his session, Michael will outline how Nestlé are transforming their procurement through: • Moving staff up the value curve, from operational and transactional to strategic roles • Increasing the capability and skills sets of staff to engage in more strategic tasks such as vendor relationship management, problem solving and stakeholder engagement • Utilising a combination of process excellence, automation and shared services to free up resources Michael Arnone Head of Procurement, Nestlé Developing a Global Workforce Planning Capability In her role at Lend Lease, Melinda is responsible for global HR Services. In this session, Melinda will share how they approached workforce planning by: • Creating a standard process across multiple geographical operations • Using analytics to identify and address gaps • Challenges of managing a function that provides services globally from Sydney, e.g. cost, time-zones, language capability, shift work, stakeholder engagement Melinda Stewart Head of HR Services, Lend Lease Achieving More with Less through Digital Transformation South East Water’s Customer Vision is to provide leading edge service delivery to its customers. The key to achieving this vision has been to embrace the digital transformation that has improved service and customer satisfaction levels whilst reducing operating costs. A number of initiatives implemented include: • A self-service web portal, with over 100,000 registered customers • A fully integrated CRM, creating a single view of the customer • A mobile app that is linked to the web portal • Integrating workforce optimisation plans into the new service channels Simon Lees Customer Contact Centre Manager, South East Water Corporation Moving the Finance Function up the Value Curve at Monash University Monash University won the 2014 SSON Excellence Award for Improvement and Innovation for their transformation program, which featured: • Creating dedicated roles and using best of breed systems to significantly reduce cost • Increasing focus on higher value, strategic tasks to improve service delivery • Building a workforce capability to enhance the effectiveness of finance services Nicole Tournier Director Finance Strategy, Monash University • Integrating onshore, offshore and outsourced components into a hybrid model • Identifying the necessary structure for the retained organisation Sanjay Patel Head of Finance Shared Services, Global Business Services, Rio Tinto (Singapore) 10:40 Expanding both the Customer Base and Moving up the Value Curve at Mars • Capitalising on a global organisation with a single ERP • Lessons learned from integrating Wrigley, the risks of a lift and fix and the importance of a price of entry • Common obstacles to business change, and the levers available to businesses to address them Phil Paterson Director of Financial Services, Mars Sue Hobart Accounts Payable and Receivables, Mars 11:20 Coffee and Networking Break 12:00 Streamed Sessions Begin CUSTOMER SERVICE TRANSFORMATION PROCUREMENT TRANSFORMATION HR TRANSFORMATION DIGITAL TRANSFORMATION FINANCE TRANSFORMATION FUNCTIONAL BREAK OUTS WEDNESDAY, 10 JUNE 2015 12:00 Improving Customer Satisfaction through Customer Centric Design and a Focus on Simplicity Airways New Zealand have been able to improve their customer satisfaction from 63% to 70% over just two years, through a focus on: • Creating a professional services mind-set within the organisation • Delivering a ‘service menu’ that focused on outcomes rather than service level agreements • Focusing on simplicity and customer centricity when developing processes • Creating a self service capability, based on the customer experience consumers have with their banks Mark Loveard Chief Financial Officer & GM Shared Services, Airways New Zealand BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015 addressed the complexity of establishing a global model,addressed the complexity of establishing a global model, with specific reference to: addressed the complexity of establishing a global model, with specific reference to: addressed the complexity of establishing a global model,
- 13. CONFERENCE DAY ONE WEDNESDAY, 10 JUNE 2015 Key Considerations for Outsourcing your Contact Centre Outsourcing your contact centre is a bold step for many companies, as it engenders a fear of loss of control of a companies most valuable asset - their customers. In this session, the panelists will outline the reasons for choosing to work with a partner, and how they managed the risks involved. Michael Filazzola Executive Director After Sales, Holden Transforming Service Levels through a Focus on Customer Advocacy Telstra won the 2014 SSON Award for Excellence in Customer Service, for their work in introducing the lessons learned in the front office, with particular reference to: • Using net promoter score to understand customer advocacy • Introducing the concept of ‘metrics that matter’ which focus on outcomes over the span of control over a process Moving to Paperless Expense and Travel Management at Electranet As part of an overhaul of their procurement processes, Electranet recently automated their expense management by: • Using mobile technology to remove the need for paper receipts • Enabling staff in the field to code their own payments • Extending the electronic system to include pocket and petty cash Michael Pole Finance Operations Manager, ElectraNet Leveraging Scale to Improve the Return on Investment for Hospitals in New Zealand Ross is currently engaged in an ambitious project to transform procurement for health boards in New Zealand in 1,000 days, with a focus on: • Centralising procurement from 21 distinct health boards • Ensuring standardisation through process harmonisation Applying Operations Management Principles to Human Resources Miya has been able to successfully improve quality by over 50% and productivity by over 15%, by applying the following principles: • Defining repeatable tasks to categorise workload • Measuring available hours • Identifying trends and use over time and resourcing accordingly Miya Chiba Director, Human Resources (Acting), Swinburne University of Technology Shifting from a Group to a Business Centric HR Function Boral recently transferred their shared services arrangement from group to its biggest constituent business, CMC. In this session, Darrin will outline what this means in terms of: • Being able to improve the customer centricity of the work being performed • Balancing standardization vs. being flexible to the needs of customers Improving User Interface to Enhance the Customer Experience Adopting design thinking principles, The GPT Group recently undertook a project to make their ERP interface more customer centric, resulting in: • An interface that is easy, fun and intuitive • Increased use of the system • Improved satisfaction and engagement in the rest of the business Susie Duncan Head of Procurement and Shared Services, The GPT Group Driving Transformation through Technology Bendigo and Adelaide Bank are undergoing an enterprise wide technology transformation. In this session, Adam will outline the business case, with particular reference to: • Overcoming the silos created by more than 20 distinct systems across the organisation • Create a single source of truth to improve reporting and support decision making Consolidating Reporting to Improve Efficiency at Telstra Over the course of 12 months, Telstra were able to consolidate 90% of the 2,800 reports they did across the business previously, through a focus on: • Establishing a Reporting Centre of Excellence to own the process • Creating an enterprise scale online reporting and analysis tool • Identifying all reporting activities across thebusiness, and categorising them into key areas • Creating a demand management council made up of key business stakeholders to manage future demand into the COE Scott Wilson General Manager Reporting Centre of Excellence, Telstra Marrying Financial, Operational and Sales Data to Drive Insight NAB have recently developed an a tool referredtointernallyas‘InsightMI’.Thetool enables them to cross reference financial datafromtheGeneralLedgeragainstother sources of information such as: • Store level performance • Product performance • Customer segments • Channel performance Throughthetooltheyareabletogetcloser toa‘singlesourceoftruth’.Thisinturn meansthattheyareabletobemoreagileas 12:45 14:25 13:25 Networking Lunch CUSTOMER SERVICE TRANSFORMATION PROCUREMENT TRANSFORMATION HR TRANSFORMATION DIGITAL TRANSFORMATION FINANCE TRANSFORMATION BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015
- 14. CONFERENCE DAY ONE WEDNESDAY, 10 JUNE 2015 15:10 The Service Value Chain and the Role of Shared Services and Outsourcing A customer value chain is a business concept that represents the creation of value for a customer. In this session Michael will outline how SSOs can increase their impact on the ultimate customer by: • Increasing visibility across the organisation, thereby removing bottlenecks and inefficiency • Process standardisation as a means to avoid erratic service levels • Improving responsiveness by eliminating process and information silos Michael Fromberg Head of Customer Operations, Australia Post Customer Service - Ask an Expert Roundtables • Customer service outsourcing • Net promoter score • Customer centric design Transforming Procurement at Holcim through a Focus on Process and Centralisation Holcim have been able to not only reduce the costs of the P2P process, but also increase the value offered to the rest of the business by: • Centralising over 500 purchase order generators into 22 • Linking the upstream procurement to down stream procurement • Developing standardised P2P dashboards for the organisation Morag Leith Chief Financial Officer, Holcim Procurement - Ask an Expert Roundtables • Procurement process Outsourcing • Spend analytics • Procurement automation The Cloud and Your HR Transformation Journey: Knowing the Help from the Hindrance Often cloud computing is presented as a panacea to all the ills of on- premise technology. In this session, Pieter will provide a framework for deciding whether the Cloud is right for your Shared Services, with particular reference to: • Organisational culture and maturity • The Business Case, security and business risk • Suitability and flexibility Pieter Reynders Senior Project Manager, Veolia Environmental Services HR - Ask an Expert Roundtables • Recruitment process Outsourcing • Workforce analytics • HR automation Modernising Service Delivery and Reducing your Cost Base During a Transformation In 2012, Peter’s Department saw the biggest merger in NZ Government history. Not only have they reduced costs by 20% over 3 years, but they’ve also leveraged this opportunity to consolidate multiple systems and move to a software as a service model, enabling them to: • Give the business greater clarity on the costs of a particular service • Move from capital to operational expenditure • Avoid the need for costly upgrades and modifications Peter Thomas Deputy Chief Executive Corporate Services, Ministry of Business Innovation & Employment NZ Digital Transformation - Ask an Expert Roundtables • Digital transformation Strategies • Saas • Mobile workforce Moving to a Paperless Environment through AP Automation Waste Management NZ recently began a project to move from a largely paper based process, enabling them to: • Reduce the transactional nature of work in the Shared Services AP team from data entry of 10,000+ invoices per month to less than 2,000+ per month • Improve the visibility of monthly outstanding spend from approx. $2m per month to $1m • Reduce suppliers from 4,000+ to 2,000+, through better analysis of data Michelle Davis NZ Shared Services Manager, Waste Management NZ Ltd Finance - Ask an Expert Roundtables • Finance process Outsourcing • Predictive analytics • Finance automation 15:55 16:35 Coffee and Networking Break CUSTOMER SERVICE TRANSFORMATION PROCUREMENT TRANSFORMATION HR TRANSFORMATION DIGITAL TRANSFORMATION FINANCE TRANSFORMATION • Supporting a customer service culture, and rolling it across business partners Sally Underwood General Manager, Shared Services, Telstra • Consolidating disparate systems and creating a data hub to enable spend analytics and effective reporting Ross Darrah General Manager Procurement, healthAlliance • Rolling out continuous improvement across HR shared services Darrin Campbell General Manager - HR Support, Boral • Improving workflow and efficiency within the back office Adam Woods Head of Finance Shared Services, Bendigo & Adelaide Bank a business, by highlighting the areas of the business that are outperforming the rest, and realigning their efforts and investment accordingly. Keith Martin GM Performance Management, NAB BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015
- 15. CONFERENCE DAY ONE WEDNESDAY, 10 JUNE 2015 17:15 Benchmarking Session: State of the Australian Market vs. the Rest of the World In this session, the presenter will give an insight into the relative performance of the Australian market, with particular reference to best in class metrics and the complexity of the organisation. 17:45 12 Months on at QBE - Embedding Cultural and Transformation Change Last year Steven gave one of the stand out presentations of the entire conference, when he outlined the work had done in establishing their global shared services centre in record time. In his session Steven will outline what they have done since in terms of: • Establishing a third global shared services site • Conducting business continuity testing • Developing global process owners to improve end-to-end efficiency Steven Raynor Head of Organisational Effectiveness & Change, QBE 18:25 Welcome Drinks Reception and Entertainment CONFERENCE DAY TWO THURSDAY, 11 JUNE 2015 08:30 Registration 09:00 Chairperson’s Welcome 09:10 Panel Discussion: Global Services in an Australian Context Nineoutofeverytenenterprisesgloballyhavesharedservicesand 97% manage outsourcing relationships. However, the majority haveyettobenefitfromcombiningsharedservicesandoutsourcing into one integrated global business services framework. This session will outline the international trend towards global services and what it means for Australian organisations in terms of: • What is the tipping point for the establishment of a multi- site shared service? • How do you create effective global process owners? • How do you source partners to work with on a global scale? Chair: Paul Wensor Partner, Deloitte Panelists: Ken Jefferd Head of Global Business Services ANZ, BP Lara Higson General Manager Shared Business Services, MMG Jo Vaughan Manager Shared Services A/NZ, BlueScope Steel David Cecil, Group General Manager, Global Shared Services, ANZ Sanjay Patel Head of Finance Shared Services, Global Business Services, Rio Tinto 09:50 SSON’s Big Ideas: Update on the Australian Economy and What it Means for your SSO Huw McKay Senior International Economist, Westpac Huw joined Westpac’s Economic Research team in 2000. He is the bank’s spokesperson on pan-Asian economic and market issues. He was formerly Principal Advisor Financial Markets at the Australian Federal Treasury. His views on the state of the global economy, financial and commodity markets are widely sought by governments, corporations and investors around the world. 10:30 Coffee and Networking Break 11:10 Streamed Sessions Begin MOVING UP THE VALUE CURVE PLANNING AND LAUNCHING EARLY PHASE MID PHASE ADVANCED CFO BOARDROOM Panel Discussion: ‘If I Had My Time Again’ In this session, we will invite four shared services experts to share their ‘warts and all’ lessons from their transformations, with particular reference to: • People • Process • Technology Change Management Strategies: The Art of Planning In this session, Daryl will draw on his experience to outline how to minimise the disruption of change through the development of plans for: • Change management • Business impact and continuity plans Creating a Single Culture Across Multiple Locations, Divisions and Partners As offshoring and partnering increase in the Australian marketplace, so does the challenges in ensuring a unified culture across all the components of your hybrid model. In this session Theo will discuss the levers availability to you in terms of: Establishing Global Process Owners to Support an HR System Implementation Thales have recently engaged in a global system role out, and in order to do so have had to align global HR processes through: • Engaging in a design workshop to design on appropriate processes Guiding Strategic Decision Making CFOs are taking on a more strategic decision-making function, and increasingly relying on financial planning to guide overall corporate strategy. The finance transformations of years gone by focused primarily on savings: cutting costs, gaining efficiencies, 11:10 BIGIDEASSPEAKER BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015PANELDISCUSSION
- 16. CONFERENCE DAY TWO THURSDAY, 11 JUNE 2015 PLANNING AND LAUNCHING EARLY PHASE MID PHASE ADVANCED CFO BOARDROOM Daryl Cornish Director Professional Services, Victoria University • Process - focusing on common processes and procedures across the end to end delivery chain • Partners - ensuring that you include cultural match as a key aspect of any partnership decision • Technology - tools to help you bridge geographical, time and organisational divides • Cross pollination - leveraging the best aspects of each component of the hybrid delivery model to improve overall performance Theo Theodore Finance Optimisation Program Manager, Suncorp • Establishing both country and international process leads for end-to-end processes • Empowering the international process owner with the power to veto Sophie Kovarik Director, Human Resource Shared Services, Thales and streamlining risk management. In today’s fast changing and competitive environment, it is all that and much more. Like the CFO position itself, finance transformation includes a new focus on enabling corporate strategy, capital agenda and competitive advantage in the marketplace. With that in mind, this year’s closed door CFO Boardroom will help participants improve the value they offer their business, by facilitating a peer network with interactive discussions on the following key topics: Business Planning and Analysis • Leveraging the ever increasing amount of data available to organisations to drive competitive advantage • Effectively blending data from both internal and external sources • Avoiding organisational blind spots – how to find meaning in the data beyond the traditional human bias for particular outcomes Key Lessons Learned from Establishing Shared Services at the APA Group In this presentation, Ken will outline his lessons learned by implementing a nationalised shared services model and achieving $7m in labour savings over 5 years, with particular reference to: • Importance of executive buy-in ensuring success • How to interact with unions for constructive outcomes • The importance of communication and how you can never over communicate Ken Hedley General Manager Shared Services, APA Group Creating High Performance Teams in a Shared Services Environment The Government Services Group has improved performance, productivity and engagement within their teams, pulled together from multiple agencies, through a focus on: • Building a culture focused on learning and development • Performance management arrangements which balance accountability and opportunity • An integrated HR management framework to support organisational change and productivity • Annual savings of over $20m are being achieved Kate Stephens Director Workforce Relations and Strategy, GSG, Department of the Premier and Cabinet SA Expanding Beyond Traditional Shared Services Functions at the University of Melbourne The University of Melbourne is currently in the process of implementing a shared service spanning all administrative functions including Finance, HR, IT, Facilities Management, Procurement, Legal Services, Sales and Marketing, Student Administration and Services and Research support, which is estimated to save $70 million. In this session, Jane will discuss: • Planning for shared services – why “big bang” vs a phased approach? • Building support for change from the front line and sustaining leadership support when service drops during transition • Lessons learned in the first 6 months of service delivery, and what’s next? Jane Prior Director of Finance and HR, The University of Melbourne Best of Both Worlds? Combining Onshore and Offshore Benefits for Recruitment In this session, Morag will outline how ANZ have been on a journey to improve the efficiency and effectiveness of their recruitment by: • Retaining control of the end-to-end process to reduce risk and improve quality • Moving high volume, transactional processing offshore • Freeing up skilled staff to focus on high value tasks, and what this means in terms of their day-to-day role Morag Eyles Head of HR Shared Services, ANZ 11:55 Bruce Lines, Vice President, Operations, University of Adelaide Calvin Grice, Shared Services Manager, HDR Jim Heaney, Group Shared Services Manager, Asciano Racine Ogborne, Manager of Shared Services, Tox Free Solutions Daniel Barnett, General Manager, Shared Services, IDEA Services Shane Stacey, Regional Director of Operational Finance APAC, Dentsu Aegis Network BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015
- 17. 13:35 12:35 Networking Lunch CONFERENCE DAY TWO THURSDAY, 11 JUNE 2015 PLANNING AND LAUNCHING EARLY PHASE MID PHASE ADVANCED CFO BOARDROOM CFO Boardroom Continues Finance Staff as Business Advisors • Devising recruitment strategies that attract individuals with the right combination of technical and strategic skills • Change management strategies for moving staff up the value chain • Facilitating a culture of finance as key business partners Operating Structure • Operating models that reduce the transactional workload, enabling greater provision of value-adding business partnering activities • Integrating the front and back office to drive organisational performance Previous attendees of the CFO Forum include the likes of Telstra, American Express, Shell, Coles, NAB, the ATO and Metcash. Deciding which Processes are the Best Fit for your Shared Service In her time at Ergon, Bev has overseen multiple different functions and processes. In this session, Bev will outline the key criteria for assessing the appropriateness of processes for your shared service, and the critical success factors for the transition. In addition to this, she will also reference how to work work with your customers when implementing these changes. Bev Rose General Manager Shared Services, Ergon Energy Developing a Management Assurance Framework to Build Trust and Reduce Risk Typically in a government context, audits by clients take place one a year. Monitoring and reporting controls on a regular basis enables you to: • Build trust with your customers through regular contact • Reduce the overhead for internal and external audit • Ensure robust and efficient processes Ian Lister General Manager Finance & Procurement, NSW Department of Finance & Services Achieving AP Excellence in an Onshore, In-house Model One Steel’s in-house shared service centre currently process over 800,000 invoices a year. They have been able to achieve world class performance through: • Automating where possible, but appreciating that some suppliers are likely to continue to issue paper invoices • Using Optical Character Recognition and Automated Routing tools • Improving the end-to-end procure- to-pay process Cynthia Singh General Manager, Shared Services, One Steel Adding Additional Value to the Rest of the Organisation through Analytics In a bid to maintain a cost neutral shared services function, Incitec Pivot are now looking at how to add value to the business using data warehouse information and dashboards, enabling them to: • Improve the visualisation of data coming into the shared service • Generate insight from transactional data for strategic decision making • Reduce risk by improving audit and control capabilities Rhonys McDowall Manager Australasian Finance Shared Services, Incitec Pivot 14:20 Reducing the Risk of Transition by Adopting a Phased Approach Crowe Horwath recently established shared services to support their 15 business units across Australia and New Zealand. In this session Anna will share how they managed an aggressive implementation timetable and reduced risks by: • Developing internal working parties that guided the project • Identifying which services should be centralised, and what level of standardisation was necessary Getting a Step-Change in Performance: Culture, Customer- Centric Design and Capability Auckland Council was created four years ago from 8 different councils and hundreds of diverse processes and systems. Patricia Reade is Director of Transformation and is leading the implementation of their High Performance Council strategy. She will share their approach to: • Setting the foundation culture for business improvement Faster, Better, Cheaper at New Zealand Post Shared Services at NZ Post have recently undergone a significant change in order to support the wider transformation of the business. This has been achieved through: • Developing a lean centre of excellence to restructure the business in order to reduce waste • Simplifying technology across the group and moving to common finance systems Case Study: Using Outsourcing to Drive up the Value of the Finance Function Tyco recently undertook a finance transformation in order to increase the value Finance delivers to the organisation as a strategic business partner while reducing costs, enabling them to: • Realign and delayer organisation • Eliminate redundant processes • Redesign for efficiencies • Leverage technology intelligently • Rebalance finance work BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015
- 18. 15:00 Coffee and Networking Break CONFERENCE DAY TWO THURSDAY, 11 JUNE 2015 PLANNING AND LAUNCHING EARLY PHASE MID PHASE ADVANCED CFO BOARDROOM • Embedding the shared services operation before looking at technological solutions Anna Reichelt General Manager Group Shared Services, Crowe Horwath • Using customer centric design and a highly engaging change process to re-engineer 9 key customer interactions • Building business improvement capability Patricia Reade Transformation Director, Auckland Council • Using the technology change as an opportunity for broader process change Theresa Kim General Manager, Financial Services, New Zealand Post This has resulted in projected savings of up to 20%, and a decrease in the cost per transaction of 30%. Nigel Clarke Associate Director – Global Accounts Payable and T&E Services, Tyco 15:40 UK Case Study: Lessons from the Next Generation Shared Services Strategy In 2012 the UK Government launched the Next Generation Shared Services Strategy as ‘fundamental changes to the way the government shares its corporate services are set to radically improve efficiency across departments and save taxpayers up to half a billion a year’. In this presentation, Roy will provide an insight into the UK experience, with a particular focus on: • Adapting a model developed in the private sector to the public sector • Creating a standard model, and standard process, when each department is its own fiefdom BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015 • Working with partners to achieve savings targets • The importance and challenges of mandating change in a federated environment Roy Barden Shared Services Director, UK Cabinet Office 16:20 SSON’s Big Ideas: Unlocking the Power of Data Data is changing the way we interact with our world, and has the power to transform the way we do business. In his session, Mark will draw on his role as the Director of McCrindle Research to show how we can turn a set of complex data sets into beautiful simple diagrams that tease out unseen patterns and connections. Data is meaningless without context and Mark will help us to understand numbers, find hidden patterns and draw conclusions. Mark McCrindle Futurist and Data Scientist 17:00 Pre-Awards Networking Drinks Reception 18:00 SSON EXCELLENCE AWARDS GALA DINNER BIGIDEAS SPEAKER
- 19. • Structuring agreements to ensure that partners continue to deliver increasing value • Creating a win - win partnership for both parties • Co-sourcing and how you can utilise the concept in your organisation Anil Bhavnani Director - BPO Operations, Global Financial Solutions, Pfizer (India) 09:20 Keynote Panel Discussion: Supporting Operational Agility through Back Office Innovation In an era where many of the world’s traditional industries are undergoing significant change due to ‘digital disruption’, with 65% of the Australian market set to be impacted by 2017, what does this mean for the finance function? In this session, the participants will address: • What structural changes enable business to be more responsive to market shifts? • How can the back office increase the value it offers the rest of the organisation? • What will the retained organisation look like in the future? Janelle Hopkins Group Chief Financial Officer, Australia Post Allan Tait Chief Financial Officer, The University of Melbourne Justine Waddick Executive Director, Procure to Pay, Monash University Peter King Head of Financial Shared Services, Woolworths 10:00 Coffee and Networking Break Rolling Out SAP Across Brisbane City Council Brisbane City Council has invested over $300 million in a major IT transformation that has seen it consolidate 62 systems down to a single SAP system. In his session, Neil will outline: • The governance process involved in consolidating the systems • Designing organisational processes according to the system to maximise its impact • Using the standard software to avoid expensive upgrades • The impact on the efficiency and mobility of the organisation at large Neil Padley Business Transformation & Shared Services Executive, Brisbane City Council Panel Discussion: How to Choose the Right Offshoring Destination for your Organisation There is no single correct answer to the question: ‘where should I offshore to?’ Deciding on the right destination is a combination of your preference in terms of costs, skill sets, infrastructure, and current competition for talent. In this session, we invite organisations who have recently chosen to shift their operations offshore to share why they opted for their specific destination, allowing you to compare and contrast the relative merits of each. Roger Smith Chief Financial Officer, BOC Anil Bhavnani Director – BPO Operations, Global Financial Solutions, Pfizer Leveraging a Hybrid Model to Achieve HR Transformation BlueScope Steel have been able to successfully drive costs out of their HR and Payroll function through the following key levers: • Working with a partner to leverage external expertise • Reorganising the relationship with the partner and insourcing several aspects of the broader end-to end process • Automating the insourced processes to reduce the cost per transaction • Integrating innovation and value generation into the relationship with their external provider Jo Vaughan Manager Shared Services A/NZ, BlueScope Steel Lessons Learned from Outsourcing Finance Transactional Services at Sandvik 18 months ago Sandvik signed a global agreement with a partner, enabling them to: • Achieve more cost efficient transactional processes, that are flexible and scalable • Leverage the skills sets and technology of their partner to drive efficiency, effectiveness and internal controls • Standardise the retained Finance organisation, focusing them on higher value tasksIn this session, Jonathan Nichol Chief Financial Officer for ANZ and APAC Region Finance Shared Services Service Delivery Manager, Sandvik CIO Boardroom: Operational Agility in the Age of Digital Disruption Digital disruption is changing market structures that have built up over centuries in a matter of months. In this context, this boardroom session will focus on how the CIO can ensure their company remains both relevant and operationally agile enough to respond to market shifts and competitive threats, with particular reference to: Chief Digital Officers - what the rise of this new role means for the CIO of the future Big Data - turning information into big insights, visions and opportunities Social Enterprise - ensuring that your organisation can fully leverage developments like BYOD and flexible working Security - protecting your company from the risk of data theft and ensuring integrity 10:40 ONSHORE OFFSHORE HYBRID PARTNERING AND OUTSOURCING CIO BOARDROOM CONFERENCE DAY THREE FRIDAY, 12 JUNE 2015 SHARED SERVICE AND OUTSOURCING MODELS 08:00 Registration 08:30 Chairperson’s Welcome 08:40 Leveraging a Hybrid Model to Ensure Increase Business Agility and Scalability Pfizer Shared Services organisation have a long standing relationship with their BPO partners which has enabled them to improve their efficiency and scalability, all while ensuring a continuous improvement year on year by delivering Best in Class Service and working as a Trusted and Integral partner. In his presentation, Anil will share how Pfizer and other Shared Service providers have achieved their current model, with a focus on: • Deciding which processes lend themselves to working with a partner, and which to keep internally BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015 PANELDISCUSSION Agility and ScalabilityAgility and Scalability Pfizer Shared Services organisation have a long standingPfizer Shared Services organisation have a long standingPfizer Shared Services organisation have a long standingPfizer Shared Services organisation have a long standingPfizer Shared Services organisation have a long standingPfizer Shared Services organisation have a long standingPfizer Shared Services organisation have a long standingPfizer Shared Services organisation have a long standingPfizer Shared Services organisation have a long standingPfizer Shared Services organisation have a long standingPfizer Shared Services organisation have a long standing relationship with their BPO partners which has enabledrelationship with their BPO partners which has enabled Agility and ScalabilityAgility and Scalability Pfizer Shared Services organisation have a long standing Agility and ScalabilityAgility and Scalability
- 20. Driving Organisational Change – A Holistic Approach In 2011 the Ports of Auckland undertook a 5 year program to turn around the performance of the organisation. With most key objectives being achieved within a 3 year timeframe, including unprecedented customer engagement, record productivity and record profits. Key factors that have been instrumental include: • Redefining and reshaping leadership • Harnessing untapped diversity through better competency mapping and aptitude testing • Providing the environment to change a negative culture into one where high performance flourishes, though culturally aligned recruitment, refocused rewards systems, and active talent management • Centralising core business functions from different parts of the business into a shared services model Diane Edwards General Manager, People & Processes, Ports of Auckland Offshoring - Ask the Expert Roundtables • Selecting an offshore destination • Recruiting and retaining staff Setting Up a Regional Shared Service at Walt Disney Disney took just 12 months from project launch to go live for an APAC shared service in China with 70FTE. In this session Tania will outline what this has meant in terms of: • Securing buy in and managing change across multiple countries • Standardising processes while taking into consideration local nuances • Establishing follow the sun processing to improve responsiveness Tania Galbraith Director International Continuous Improvement, Walt Disney Strategies for Managing an Enterprise Wide Partnership to Maximise Results • Developing an end to end framework for managing the relationship • Creating a unified culture between the two organisations, and aligning business metrics • Understanding both the formal and informal mechanisms available to you to impact performance Tim Cairns Manager – Vendor Management Solutioning, NAB 11:25 ONSHORE OFFSHORE HYBRID PARTNERING AND OUTSOURCING CIO BOARDROOM FRIDAY, 12 JUNE 2015 12:05 Networking Lunch 13:05 Prize Draw 13:30 Close of Conference CONFERENCE DAY THREE BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015
- 21. BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015 WITH THANKS TO OUR 2015 SPONSORS AND EXHIBITORS Conference Partners: Associate Partners: Event Partners: ABOUT OUR SPONSORS Private Breakfast Host: Media Partner: Exhibitors: BE MORE THAN A NAME ON A BUSINESS CARD. STAND OUT AS A SPONSOR OR EXHIBITOR. SSON provides a unique platform which encourages open conversation between practitioner and solution-provider. We take the time to get to know our customer so that we can help you navigate through the audience to find the best matches in terms of need and buying power. SSO Week is an annual 'must-attend' event for businesses which have a service or solution that would bring benefit to an audience of senior executives leading their organisation’s SSC and related initiatives. To find out more about the outstanding sponsorship and exhibition opportunities available at SSO Week 2015 contact us on +61 2 9229 2498 or sponsorbranding@iqpc.com.au SSON provides a unique platform which encourages open conversation between practitioner and solution-provider. We take the time to get to know our customer so that we can help To find out more about the outstanding sponsorship and exhibition opportunities available 86%of 2014 sponsors rated the event as‘Excellent’ or ‘Very good’ in meeting their objectives control PLAN report analyse improve control PLAN report analyse improve control PLAN report analyse improve 1 2 3 4 5 control PLAN report analyse improve control PLAN report analyse improve c o n t r o l p l a n r e p o r t a n a l y s e i m p r o v e c o n t r o l p l a n r e p o r t a n a l y s e i m p r o v e c o n t r o l p l a n r e p o r t a n a l y s e i m p r o v e control PLAN report analyse improve control PLAN report analyse improve
- 22. ABOUT OUR SPONSORS Xchanging provides business processing, technology and procurement services internationally for customers in almost every industry sector. With customers in a wide range of industries and across many countries, Xchanging are a truly international outsourcing specialist. Xchanging delivers superior procurement performance that aligns with business objectives. With an end-to- end portfolio of capabilities from Sourcing and Spend Management through to Procure-to-Pay, Xchanging ensure that savings, policy compliance and cost efficiency benefits are embedded into the business. This creates competitive advantage, lowering costs of sale and administrative expenses and provides executives the space to focus on strategic activities that add value to the business. As a specialist provider of workers compensation services, Xchanging understands employer’s needs and obligations and their services include: • Claims Reviews • Customer Service Reviews • OH&S and Wellbeing Services • Policy and Premium Forms Advantage Wollongong promotes Wollongong as a superior business location. Australia's City of Innovation is globally connected, has a supportive business environment and enjoys superb liveability. Wollongong already has a substantial footprint in shared services, employing nearly 2,000 people. Many well known organisations are operating shared service facilities in the City including Stellar, CGU, NRMA, Medibank Health Solutions and AHM. See how the Wollongong Advantage can translate into your business advantage: www.advantagewollongong.com.au At Fraedom, we give companies a better way to manage business spend – freeing up staff, increasing control and saving them money. We’re passionate about technology but it’s the impact we’re able to have on our customers businesses that really drives us. Booking and managing travel, processing expenses and capturing and managing B2B spend in one place gives our customers the freedom of control and helps them be more successful. Visit fraedom.com for more information. MasterCard Worldwide is one of the world's leading payments companies. Through relationships with more than 23,000 financial institutions, MasterCard offers products and solutions that feature state-of-the-art security and convenience. MasterCard payment products are at the Heart of Commerce, bringing innovative solutions and comprehensive benefits and services to consumers, merchants, and businesses in more than 210 countries and territories throughout the world. With more than 130,000 people in over 40 countries, Capgemini is one of the world’s foremost providers of consulting, technology and outsourcing services. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organisation, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model. Polaris Consulting & Services Ltd. (PCSL) are experts in digital transformation, with 25 years of experience and more than 300 clients across the globe, spectrum of industries including Manufacturing, Retail, Logistics, Financial Services, Insurance, Telecom, Airlines etc, and company sizes. We approach digital transformation as a 3600 endeavor - simplifying, digitizing, and automating all internal and external channels, with the goal of optimizing performance. Deloitte is well known in the local marketplace as a thought leader and innovator in Shared Business Services and outsourcing advisory and has worked on some of Australia and New Zealand’s largest and complex shared services projects with both public and private sector clients. We assist our clients with the entire Shared Services journey from the initial strategy and business case through key design elements to full implementation. Increasingly, Deloitte works with its clients to optimise shared business services through innovative techniques such as advanced data analytics, social media and enterprise information management. To learn more, visit www.deloitte.com/au/sharedservices BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015 WANT ADVICE ON NEW TECHNOLOGIES AND SERVICES THAT CAN ELEVATE YOUR SSO TO THE NEXT LEVEL OF SUCCESS? Get to know our sponsors! Find them on the SSON Networking App and request more information from them before the event starts so that your connections onsite can be more meaningful. TransformIT Systems specialises in enterprise process improvement, automation and integration software solutions. We are presenting WorkBright at SSOW, our process automation tool which standardises technology environments on an integrated and centralised platform. WorkBright integrates BPM functionality with powerful enterprise data analytics to enable business users to automate process execution, so they can get work done faster, cheaper and smarter. WorkBright integrates with existing IT environments to remove the traditional IT barriers, empowering end business users. WNS is a leading global Business Process Management company offering business value to 200+ global clients across key industry verticals.WNS delivers a broad spectrum of BPM services such as finance & accounting, procurement & sourcing, customer care, technology solutions, research & analytics and human resource outsourcing. WNS operates through 33 delivery centers spread across 10 countries.
- 23. ABOUT OUR SPONSORS BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au 18TH ANNUAL AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | AUSTRALIA 2015 PRGX is ANZ’s and the world’s leading provider of recovery audit services. We mine procure-to-pay data to detect lost profits driven by overpayments, duplicate payments and lack of compliance with negotiated contract terms or internal policies. We recover an average of $1B a year for our clients. With over 1,600 employees, we operate and serve clients in more than 30 countries which include some of Australia and New Zealand’s largest companies. Commonwealth Bank is Australia’s leading provider of integrated financial services for institutional, corporate and retail banking. As well as having the largest distribution network in the country, we have widespread banking operations outside Australia, with offices in New Zealand, Asia, Europe and the USA. For 100 years, the Commonwealth Bank has worked in partnership with Australia’s leading companies. Our corporate and institutional teams help thousands of companies improve and bring greater transparency to working capital processes. www.commbank.com.au Since 2002, Satori Group has been delivering solutions to provide visibility into real time data, identifying errors and potential fraud, and enabling continuous monitoring of processes and transactions. Our solutions provides assurance and peace of mind that the controls framework is working effectively, while presented in an easy to understand manner through visually stimulating dashboards. Some of our clients include Coca-Cola Amatil, Energex, JB Hi-FI, Newcrest Mining, Novartis Pharmaceuticals, George Weston Foods, Queensland Health and Coates Hire. Satori Group is the primary distributor of SatoriCCM, ACL, Pentana, Caseware Monitor and Dundas Dashboards solutions in Australia, New Zealand and the South Pacific Islands, with offices located in Sydney, Melbourne, Wellington and India. control PLAN report analyse improve control PLAN report analyse improve control PLAN report analyse improve 1 2 3 4 5 control PLAN report analyse improve control PLAN report analyse improve c o n t r o l p l a n r e p o r t a n a l y s e i m p r o v e c o n t r o l p l a n r e p o r t a n a l y s e i m p r o v e c o n t r o l p l a n r e p o r t a n a l y s e i m p r o v e control PLAN report analyse improve control PLAN report analyse improve Basware solutions and services significantly reduce the cost of buying, selling and paying for goods and services, while greatly increasing visibility and control of the entire spending process across the business. Our Open Network seamlessly connects more than 110 international e-Invoicing platforms, making it the largest inter-operator network in the world. Learn more at www.basware.com.au Top Image Systems provides innovative solutions to capture, classify, process, validate and deliver business-critical key data lying within incoming documents to the people who need it most. Customers use our technology to automate accounts payable, mailroom and shared service operations, as well as field operations (such as bills, checks, meter readings, etc.). TIS’ flagship eFLOW platform and diverse business process and mobile image processing solutions are marketed in more than 40 countries through a network of partners, resellers and global alliances. We enable content-driven processes with organizations like the Social Security Administration, Bank of America, Singapore Airlines, DHL, and many Federal governments. Matchboard is a free online matching service for sales, service and back office operations. Whether it’s outsourcing a back office or contact centre operation, or sourcing technology vendors, consultants, data or digital services in-house, Matchboard helps you “cut through” the thousands of market offerings and quickly identify a shortlist of suppliers matching a specific business need. Simply enter your needs via our short targeted questionnaires, and wait for matched suppliers to contact you – in most cases within 24 hours. Gone are the days of wading through search engine results and spending weeks on research to locate who’s who in the market. Try Matchboard – the smart way to source! Briston Virtual Services is a leading provider of professional support services that empowers organisations to optimise their total business operations. Our four key areas of specialisation are in Training, Business Administration, HR, and Finance. Partnering with Briston means you have the full support of a virtual team that is an expert on your required capability. This team may be upgraded anytime to cater to a different service requirement. Know more about us today at www.briston.com.au. Founded in 2002, Promapp Solutions Limited works with over 300 organisations worldwide to foster a business improvement and process management culture. Its proprietary software, Promapp, is a web-based application that makes it easy for organisations to create, access, improve and share business processes. It consists of an intuitive online process mapping tool for creating and managing business processes, a cloud-based process repository, and a comprehensive process improvement toolset. Promapp’s clients include Toyota Financial Services, Coca-Cola Amatil, Meridian Energy, McDonald's, Genesis Energy and central and local government organisations. In 2010 Promapp was recognised with a Deloitte New Zealand Fast 50 award and a Deloitte Asia Pacific Tech Fast 500 award. NGA Human Resources is a leading global human resources and payroll software and services provider with offices in 35 countries across five continents. Operating in Australia and New Zealand, for over 35 years, NGA provides innovative HR and payroll business solutions to employers of all sizes across all industries. At NGA we help HR executives optimise their HR service delivery through smarter process and more efficient technology, supporting key HR areas like payroll, workforce administration, benefits, recruitment, learning and talent management. NGA’s global 8,500+ employees, are dedicated to HR excellence through strategic HR and payroll Consulting, Outsourcing Services and Technology. NGA Human Resources has been positioned as a market leader in recent HR Outsourcing market research performed by three independent industry analysts. Click here to read how we rate! www.ngahr.com.au 1300 766 400 Founded in 2001, BlackLine Systems was the first to develop and offer a commercially available Balance Sheet Account Reconciliation solution. An experienced provider of software to companies from the Fortune 100 to beyond the Fortune 1,000, BlackLine provides quick-to-implement, scalable and easy-to-use applications that automate the entire financial close process to help improve financial controls for companies of all sizes. BlackLine software applications complement existing Enterprise Performance Management (EPM), Governance Risk and Compliance (GRC) and Enterprise Resource Planning (ERP) systems. BlackLine offers clients its enterprise-class software in a simple and secure OnDemand/SaaS platform. With a proven track record and a commitment to customer success, BlackLine seeks to reduce the burden the financial close places on accounting and finance professionals. For more information, please visit www.blackline.com. We create better customer relationships. As the voice of our clients’ brands, we take pride in delivering exceptional outcomes through every call, social, email or BPO interaction. Since 1998, we’ve been passionately helping clients get the most out of each customer relationship. As the reigning Frost and Sullivan Australian Contact Centre Outsourcer of the Year, we can proudly declare that we are the best in the business.
- 24. SSON HAS COMBINED THE WEALTH OF KNOWLEDGE, EXPERIENCE AND HARD KNOCKS OF ITS EVENT NETWORK OF OVER DESIGNED AS AN ACTIVE PLATFORM TO COMPLEMENT – AND STEER – YOUR SSON EVENT EXPERIENCE, SHARED INTELLIGENCE PROVIDES 3 CORE BENEFITS: The world’s premier global online community dedicated to the practitioner, powered by practitioners. LAUNCHING IN 2015! Just imagine the value – and impact – of having opinions from 20 practitioners on how to structure your shared services team that you can present to your boss! AND THE BEST PART? You can achieve all this at the click of a button on Shared Intelligence. Register your place at the 18th Annual Australasian Shared Services and Outsourcing Week and receive a free 12-month license to Shared Intelligence. Email: registration@iqpc.com.au Call us: +61 2 9229 1000 Search and connect with practitioners based on demographics, experience and current projects. That means you don’t need divine intervention in order to find someone who has the exact experience you’re looking for. Make a relevant connection, without even knowing someone’s name. 1 Borrow and build from the Research Suite. Access practitioner developed ready-to-use tools, which include RFP templates, organisational charts, business cases and process diagrams can save you months of research and benchmarking. 2 Gain real-time insight and advice from practitioners on challenges you’re facing NOW. Our exclusive Q&Q polling (Q&Q meaning ‘Qualitative and Quantitative’) means you can post your challenge or scenario, along with 4-5 responses or outcomes you’re considering, and find out which options practitioners think is best – and why. We’ll automatically create a pie chart of responses, which you can download and use for your presentation. 3 80,000+ SHARED SERVICES AND OUTSOURCING PRACTITIONERS FROM 76COUNTRIES AND MADE IT AVAILABLE TO ACTIVE PRACTITIONERS ACROSS THE GLOBE 24/7, 365 DAYS A YEAR. BOOK NOW! T: +61 2 9229 1000 Ÿ F: +61 2 9223 2622 Ÿ E: registration@iqpc.com.au Ÿ W: www.sharedservicesweek.com.au
- 25. 11574.009 Register Early & Save! To speed registration, please provide the priority code located on the mailing label or in the box below. NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE. Registrations received without payment or a Government PO will incur a processing fee of $99+GST = $108.90 per registration. Payment prior to the con- ference is mandatory for attendance. Payment includes lunches, refreshments, a copy of conference presentations via FTP website or workbook and all meeting materials. If payment has not been received two weeks before the conference, a credit card hold will be taken and processed. This card will be refunded once alternate payment has been received. * Payment not made at the time of registration will be subject to a $99 service charge. * All ‘Early Bird’ discounts require payment at time of registration and before the cut-off date in order to receive any discount. * Discounts do not apply to vendors/solution providers. SSON reserves the right to determine who is a vendor. * Any discounts offered (including early bird and team discounts) are subject to availability and require payment at the time of registration. * All discount offers cannot be combined with any other offer. ¨ Please send me _______ set(s) of AUDIO COMPACT DISCS and PRESENTATIONS CD at $878.90 ($799 plus GST) or $603.90 ($549 plus GST) Presentations CD only ¨ Please keep me informed via email about this and other related events 2 WAYS TO SAVE! Book early for HUGE EARLY BIRD savings. Book as a TEAM, save & benefit as a team. (PHOTOCOPYTHISFORMFORADDITIONALDELEGATES) REGISTER ME for 18th Annual Australasian Shared Services & Outsourcing Week PLUS: TEAM DISCOUNTS WHERE Pullman Melbourne Albert Park 65 Queens Road, Melbourne VIC 3004 Tel: +61 3 9529 4300 Web: www.pullmanalbertpark.com.au WHEN? 10 - 12 June 2015 ACCOMMODATION The Pullman Melbourne Albert Park is the official hotel for the 18th Annual Australasian Shared Services & Outsourcing Week and we have negotiated event rates specifically for attendees of this event. To take advantage of these rates, contact the hotel reservations on 1800 633 888 and quote: ‘SSON Shared Services’ or go to www.sharedservicesweek.com.au and click on the Venue & Accommodation page. QUICK and EASY WAYS to REGISTER TELEPHONE +61 2 9229 1000 FAX +61 2 9223 2622 EMAIL registration@iqpc.com.au WEBSITE www.sharedservicesweek.com.au MAIL IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000 SSON recognises the value of learning in teams. Take advantage of one of these special rates: Œ Register a team of 2 to the conference at the same time from the same company and receive a 5% discount Register a team of 3 to the conference at the same time from the same company and receive a 10% discount Ž Register a team of 4 to the conference at the same time from the same company and receive a 15% discount or a free pass for a 5th delegate Ask about multi-event discounts. Call + 61 2 9229 1000 for more details. Please note: Only one discount applies PRIVACY - YOUR CHOICE Any information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will be added to our database and will be used primarily to provide you with further information about IQPC events and services. By supplying your email address and mobile telephone number you are agreeing to IQPC contacting you by these means to provide you further information about IQPC products and services. 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(On standard price only) FEATURE Additional Master Classes (maximum of 2) $499 + GST = $548.90 Additional Site Visits (maximum of 2) $750 + GST = $825 DELEGATE 1 [FIRST NAME] [SURNAME] POSITION EMAIL DELEGATE 2 [FIRST NAME] [SURNAME] EMAIL POSITION POSITION DELEGATE 3 [FIRST NAME] [SURNAME] EMAIL EMAIL ORGANISATION ADDRESS POSTCODE TELEPHONE FAX APPROVING MANAGER [FIRST NAME] [SURNAME] CHEQUE ENCLOSED FOR $ _____ (Please make cheques payable to: IQPC) PLEASE CHARGE American Express Visa MasterCard Diners Club CREDIT CARD NUMBER AMEX 4 DIGIT CODE EXPIRY DATE NAME OF CARD HOLDER [PLEASE PRINT] POSITION - - Main Conference: 10 – 12 June 2015 Workshops & Site Visits: 9 & 12 June 2015 Venue: Pullman Albert Park, Melbourne Site Visits oA oB Master Classes oA oB oC oD oE STANDARD PACKAGES EARLY BIRD 3: Register & pay by 20 March 2015 EARLY BIRD 4: Register & pay by 1 May 2015 STANDARD PRICE All Access Pass Conference + 2 Master Classes + 2 Site Visits SAVE $1500 $5,997 + GST = $6,596.70 SAVE $1100 $6,397 + GST = $7,036.70 $7,497 + GST = $8,246.70 Premium Site Visit Pass Conference + 2 Site Visits SAVE $1500 $4,999 + GST = $5,498.90 SAVE $1100 $5,399 + GST = $5,938.90 $6,499 + GST = $7,148.90 Premium Master Class Pass Conference + 2 Master Classes SAVE $1500 $4,497 + GST = $4,946.70 SAVE $1100 $4,897 + GST = $5,386.70 $5,997 + GST = $6,596.70 Standard Pass Conference Only SAVE $1500 $3,499 + GST = $3,958.90 SAVE $1100 $3,899 + GST = $4,288.90 $4,999 + GST= $5,498.90 SAVE $1500 SAVE $1100 * All passes include full access to the main conference sessions, SSON Awards Gala Dinner, post-event access to conference presentations, SSON networking app login, and a 1 year Shared Intelligence license. None of the above packages suit you? No problem! Simply add any combination of the additional features below onto the standard pass to create your own custom built package.