27-28 July, 2016
The Warwick Allerton Hotel, Chicago, IL

CONFERENCE DAY ONE

08:00 - 08:30 Registration & Morning Coffee

08:30 - 09:45 WORKSHOP: A Roadmap to Transition Your Shared Services Organization into a Global Business Services Model

Global Business Services (GBS) organizations are often referred to as the holy grail of shared services. Many shared services organizations (SSO) are trying to embrace the transformation, however, they are struggling with the strategy as some believe their organizations have mastered the concept but lack the characteristics of a true GBS.

This session will:
  • Identify the differentiating factors of GBS organizations and shared services such as business strategies and processes, structure and governance, and technology
  • Highlight some of the steps necessary in transitioning into a GBS organization
  • Discuss some of the challenges encountered during the transition stages

You will learn:
  • How a GBS model can help your organization reduce costs and redirect savings to activities that will produce higher value for your organization such as automation and integrated technological
  • Why transitioning to a Global Business Services will assist in achieving operational excellence
  • The importance of employing key attributes of an efficient governance structure

09:45 - 10:00 Opening Remarks

10:00 - 10:45 Understanding How a Global Business Services Model Could Enhance Your Organization And Improve Customer Satisfaction

Along with cost reductions, company leaders are looking at other ways and means of capitalizing on the value of converting their shared services organizations (SSOs) into a GBS model. Scalability, organizational flexibility, and innovation are some of the benefits that industry leaders are looking to derive from the transition. Such values are established by promoting a business first and client focused environment.

This session will:
  • Examine how GBS organizations improve efficiency, scalability, innovation, and flexibility while reducing costs
  • Discuss whether a GBS organization is right for your business model and highlight why now may be the right time to transform your organization into a GBS model
  • How to position service delivery that will produce high levels of customer satisfaction

10:45 - 11:15 Morning Network Break

11:15 - 11:45 DISCUSSION: Acquiring and Retaining the Right Talent for Your GBS Organization

Maximiliano Just - Director - GBS HR Operations Americas Coca Cola
Now that you have transformed your company into a Global Business Services organization, how do you transform your workforce? One challenge encountered by GBS leaders is getting the people on board with the changes. Human nature sometimes becomes a barrier in the process as people can be resistant to and fearful of change. On the other hand, being able to recruit the right talent can also be a struggle. Therefore, GBS organizations often outsource for innovative thinkers. Understanding how your organization can maintain and recruit the best talent will be advantageous to the growth and development of your GBS organization.

This session will:
  • Identify methods of attracting innovative talent to Global Business Services organizations to eliminate or reduce outsourcing
  • Examine strategies used by other GBS organizations to build employee morale and foster professional growth and development in an effort to retain the best talent
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Maximiliano Just

Director - GBS HR Operations Americas
Coca Cola

11:45 - 12:30 How to Remain Strategic in a Growing Company

Marcia Moran - VP - Global Finance Business Services Mylan
CASE STUDY: GBS organizations should take strategic actions to cope with fundamental changes in the industry. One of the pertinent questions asked by industry leaders interested in a Global Business Services organization is how to remain tactical in this growing economy and refrain from making past mistakes in the future. In this case study, hear about one company’s journey as they envision the future of the organization, how they translated this vision into well-defined goals and objectives, and systematically implemented strategies to achieve these goals and objectives.

This session will:
  • Identify some of the common roadblocks to success encountered while operating a GBS organization such as establishing a shared vision among employees, keeping abreast with regulatory compliance across regions, building relationships with consumers and stakeholders on a global level, and tailoring the company’s business to meet the local needs while keeping in line with the global process
  • Discuss strategies to employ in successfully managing and keeping up with the changing nature of a GBS organization, this includes increasing efficiency by streamlining business operations through automation and systems integration, improving staff collaboration and productivity by building a relationship with employees, and conducting regular risk management assessments
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Marcia Moran

VP - Global Finance Business Services
Mylan

12:30 - 13:30 Networking Luncheon

While the shared services industry hasn’t yet seen many
early adopters, the interest in automation and digitization
of processes and functions continues to grow. Within a GBS
organization, these advanced capabilities have the potential
to transform how certain departments operate. This module
will dive into the possible future of the industry with
automation as its backbone.


Is Robotic Process Automation Really the Next Frontier for Global Business Services?

Delphi delivers global business services (GBS) across multiple geographies – North America, EMEA, Asia Pacific – focused on the order to cash, purchase to pay, record to report and sales administration functions. Robotic process automation (RPA) has the potential to revolutionize efficiency of service delivery in GBS organizations. Drawing from the experience of recently adopting RPA in his organization, Samir Bagri will delve into the reality behind the hype. Join this session to understand:

  • What is the difference between RPA and other forms of automation?

  • Why the increasing interest in RPA, in GBS?

  • Can robots and people really work together?

  • What are the practical issues of implementation?

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Samir Bagri

Director, Global Business Services (GBS)
Delphi

14:15 - 15:00 Digitization – Generating Productivity……Fast

Stephen Sikes - Director Continuous Improvement Global Business Services Johnson Controls
Information Technology and Continuous Improvement have always been linked with improving productivity and quality. However, both have historically been slow to materialize and for IT, costly. So how can IT and CI be leveraged to get the most out of your operations productivity and quality at a faster pace? What can you do to generate greater productivity in a shorter amount of time?
  • Learn how Information Technology and Continuous Improvement are morphing together to produce better productivity faster.
  • Discuss how the journey of enabling digitization is being used to transform GBS.
  • Examine how CI and IT are feeding off each other to produce improved results.
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Stephen Sikes

Director Continuous Improvement Global Business Services
Johnson Controls

15:00 - 15:30 Afternoon Networking Break

Meet the Experts - During this break attendees will have
the opportunity to meet with the presenters of the previous
sessions for a brief Q&A to clarify issues that were not
addressed during the presentations.

15:30 - 16:15 ROUNDTABLE DISCUSSIONS: TECHNOLOGY MODULE

Scott Furlong - Partner Information Services Group (ISG)
In this module participants will be placed in two groups to
discuss the different types of technologies used by their
organizations and identify how these technologies have
advanced or improved their business operations, thus
enhancing their GBS model. After the roundtable discussion,
the group will reconvene to share the high points of the
roundtable session, highlighting how the technologies
discussed, if employed by your organization, could also make
your business processes more efficient and improve customer
satisfaction.

Integrating Technology into Your GBS Organization

There is no doubt that technology can enhance the operations of an organization or promote customer satisfaction. Hence the reason why many GBS organizations spend thousands of dollars on integrating technology in their business processes such as RPA,SAP ERP systems, and Seibel CRM systems, to name a few. But is there such a thing as implementing too much technology thus, making it counter productive for employees and consumers? Are some technologies right for some organizations but not for others? Given the cost of integration, is the investment really worth the time and cost associated with acquiring the devices/programs, employing experts for instillation, and training of employees? Is there truly a return on your investment? spend thousands of dollars on integrating technology in their business processes such as RPA,SAP ERP systems, and Seibel CRM systems, to name a few. But is there such a thing as implementing too much technology thus, making it counter productive for employees and consumers? Are some technologies right for some organizations but not for others? Given the cost of integration, is the investment really worth the time and cost associated with acquiring the devices/programs, employing experts for instillation, and training of employees? Is there truly a return on your investment?

In this session, attendees will be placed in two groups to discuss these points with one group focused on the pros of implementing these technologies and the other discussing whether a GBS organization is better off avoiding the cost of such technologies. After all, one of the overarching goals of GBS organizations is cost savings.

This session will:
  • Discuss the various technologies that GBS organizations are now utilizing and how they are fostering the growth of their businesses
  • Evaluate whether there is a return on investment worth capitalizing on

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Scott Furlong

Partner
Information Services Group (ISG)

16:15 - 17:00 DISCUSSION: The Take Away

Scott Furlong - Partner Information Services Group (ISG)

This session is a follow up of the previous session on Integrating Technology into Your GBS Organization and whether the implementation of these technologies, though often considered advantageous, can also be viewed as inconsistent with the GBS model of cost savings.

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Scott Furlong

Partner
Information Services Group (ISG)

17:00 - 17:30 DISCUSSION: The Cultural Effects Of Implementing a Proper GBS Organization

Among the many challenges faced by GBS leaders, culture is one of the most prevalent. Because of the global nature of these organizations, industry leaders are faced with the task of interacting and managing individuals on a large scale from various locations with different beliefs, customs, time zones,
languages, and socialization. This discussion is designed to highlight some of those various cultural challenges and examine how GBS leaders are able to promote cohesion despite these difficulties.


17:30 - 23:59 END OF DAY ONE