9th - 11th May, 2011The Rai, Amsterdam, Netherlands

Your SSO Week 2011Reference Guide

www.ssoweek.com

Book & and Pay before 11th February 2011 *End Users Only. See backpage for terms & conditions.

2 for 1 Special Early Bird Offer!

11th Annual European

Roll out Global Business Services • Transform data input into insights through business intelligence • Reduce PO costs by up to 60% • Slash payment cycles from 45 days to under 10 • Cut vendor

invoicing time by 75% • Minimise receivables and DSO rates • Push past 30 – 60% of cost savings • Capitalise on emerging markets • Boost business partnering through Centres of Excellence

It's a no-brainer. SSO Week is the industry's number one gateway to sharingknowledge, trends and transformational practices. Now more than ever it'svital for me to build and maintain a network of peers who I KNOW arepushing this whole space forward. That's why I'd never miss it.

Philip Whelan, Head of European Business Service Centre, BP

Where the Shared Services and Sourcing World Shapes its Future

Keep me for future reference - I contain:• European Metrics for Benchmarking • SSON's 2011 events calendar• Speaker Yearbook & Metrics -

90+ thought leaders and WHY they were chosen

The one with the buy side...

750+ Voices • 1 SSO Week

Evolving from Conferenceto Community

Contents:

Meet the Speakers Sample index of some of the90+ thought leaderspresenting in 2011. Over 50% brand new faces

Regional Metrics & Benchmarks: Tear out and keep for future reference!

SSON Global EventsCalendar & Training

IACCM Agenda

Itinerary Builder Build your tailored programmesession-by-session to matchyour business priorities

Your Week At-A-Glance

Industry ContentExclusive Interviews with SSO Week Speakers

SSON Excellence Awards & Blue Sky InnovationRoom

Vendor Market Overview,Updates & G6 GlobalSourcing Think Tank

Sponsors & Exhibitors

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Join the conversation:

• Providing your product/service at lower cost? • Becoming the #1 brand in your sector? • Growth through merger and acquisition?• Competitive advantage through

continuous improvement and efficiency gains?

Whatever your CFO’s focus for the next 12 months, one fact remainsconsistent in every scenario: your organisation’s Shared Services strategyWILL play a major role in reaching that goal.

And that means all eyes will be on your “Game Plan”.

2011 is a pivotal year in the European marketplace. Burdened with politicaluncertainty, increasingly weakened currencies, financial institutions’ relentlesscompetition from cheaper and stronger emerging markets in Asia andLatam; companies are faced with one choice: to raise their game. The onlyquestion is ‘how’ and the answer is always the same.

The strong will survive and around every boardroom table throughout Europe,decisions are being made on the best approach to stay one step ahead of thecompetition. In almost every case, you can bet your bottom line that Shared Serviceswill be part of the solution.

Know your next move. Align your SSO with wider corporate thinking.Drive home the results that will put your business out in front. Be part of solution. Check and Mate.

These 3 days out of office, don’t just give you access to 750+ of Europe’s leadingplayers. Or 70+ of the most innovative case studies and practitioner examples from theregion. It’ll also help you tick-box a to-do list for the next 12 months.We know your top priorities for the year ahead. This programme is designed to helpyou accomplish them.

• GLOBAL BUSINESS SERVICES (GBS): Map out and deliver shared services across aglobal structure to ensure sustainability across your support functions

• CENTRE OF EXCELLENCE: GlaxoSmithKline deploy a more centralised approachto business partnering to support front-line Order-to-Cash and Procure-to-Payimprovements

• INNOVATIVE OUTSOURCING: Taking the next steps after 30-60% cost savingsthrough labour arbitrage, Pearson, TomTom and Thomas Cook talktransformation, bundling of services, industry consolidation and why you MUST takean end-to-end view, combining technology with knowledge-intensive processes

• HR CHALLENGES IN EUROPEAN SS, OUTSOURCING and OFF/NEARSHORING:Berwin Leighton Paisner LLP shows you how to navigate your way around therules, offering practical guidelines for moving personal data across borders

• PROCUREMENT AS A SHARED SERVICES: Aligning Procurement with Finance isthe next natural step. Alcoa and AkzoNobel achieve a 20% increase in spendunder management, a 23% higher rate of contract compliance

• MEASURABLE BUSINESS OUTCOMES: Push the envelope beyond consolidationto improve business performance further. DSO reduction and faster resolutionunderpins National Grid’s corporate strategy

I look forward to seeing you all in Amsterdam.

Naomi Secor, Global Programme Director, SSON

What’s your company’s 2011post-recession strategy?

@ssonetwork

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Tear me out keep!&

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Dataprovided by: Based on Proservartner Best Practice Averages

2011 European Metrics & Benchmarking

SSON are delighted to share with you some of the latest Europeanmetrics and benchmarking data, made available to us by our partnersat The Hackett Group and Proservartner.

• World-class finance costs as a percent ofrevenue are 0.60%

• World-class finance functions have 30 FTEsper billion of revenue (€)

• Analysts at world-class companies spend60% of their time focusing on proactivedecision-making & planning rather thanhistorical reporting

• World-class HR cost per employee is €1,800• 75% of HR organizations have performance

goals highly linked to the strategic plan• World-class HR functions take just 41 days

to fill open manager positions

• World-class procurement cost as a percentof spend is 0.60%

• World-class procurement functions have 35FTEs per billion of spend (€)

• World-class procurement ROI (savings inreturn for the cost of the procurementfunction) is 11.3

Dataprovided by:

Finance HR Procurement

• 98% of requisitions are processedelectronically in world-class companies

• 85% of invoices are supported by aPurchase Order at world-class companies

• 80% of credit sales are collected withinterms by world-class finance functions

• World-class finance functions have aautomatic cash application rate of 67%

• World-class finance functions take 5 daysto close at month-end

• World-class finance functions take 2 daysto report at month-end

A measure of success: How does your SSO stack up against the latestEU benchmarking guidelines and statistics?

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• Achieving a total Finance cost of 0.3% as apercentage of revenue

• Enabling a finance span of control of 9 • 31.5% of overall finance function FTEs in

shared services• 0.333 separate instances of financial

applications per separate finance function

• Empower employees to answer 80% of theirown HR questions

• Reduce Finance attrition to 4.5% • Utilising 100% of allocated finance

training days

• Achieve 41% of regular reviews of contractcompliance

• More than 45% automated dataclassification and cleansing

• 59% standardised reports for analysis ofspend data

• 63% automated data collection frommultiple sources

• Achieve a 20% increase in spend undermanagement, as well as 23% higher rate ofcontract compliance

Finance HR Procurement

• Lowering P2P process costs by 40%• Producing greater than 16,000 invoice

transactions per FTE per annum• Slashing costs per invoice to €2.50• Achieving 94% first time match rate• Hitting 95% payment on time• Reduce end to end PO processing time to

less than 5 minutes• Reducing total payment cycle time to less

than 10 days• Reduce PO processing costs by up to 40%• Cut vendor invoicing processing time by

50%

• Averaging 35 DSO driven by paymentterms with suppliers

• Boosting cash flow by 20% with workingcapital improvements

• Averaging 1.6 days delinquent oncustomer improvements

• Achieving 90% account reconciliation rate• Slashing dispute resolution cycle time by

50%• Achieving 99% and above EDI penetration

via electronic invoicing • Achieving an 80% yield in end-to-end cash

application process

• Achieving less than a 4-day period-endclosing

• Averaging 2-day per month toreconcile/close the intercompany accounts

• Hitting a 25% or more reduction in auditfees

• Achieving over 50% of key controlsautomated and less than 1% operating withdeficiencies

• 40.9% of record-to-report FTEs in sharedservices

• Averaging 600 accounts per chart ofaccounts

Procure-to-Pay Order-to-Cash Record-to-Report

Procure-to-Pay Order-to-Cash Record-to-Report

www.ssoweek.com +44 (0)207 368 9300 enquire@iqpc.co.uk✁

TRANSFORMATIONFINANCE

EUROPE 2011

About SSON’s Global Event SeriesSSON delivers the industry's biggest, leading edge events across fourcontinents, covering North America, Europe, Asia and Australasia. From theannual flagship Shared Services & Outsourcing Weeks to the new,rebranded Finance Transformation events (previously the Shared ServicesSummits) there is no other face-to-face platform that covers the globalshared services and outsourcing marketplace to this extent. Be inspired.Learn from the experts. Get connected.

SSON Global Events Calendar 2011

February 15-17, 2011 • The Bloomsbury Hotel, London, UK

www.fintransformation.co.uk

Email enquire@iqpc.co.uk NOW for details about our special double event offer!

4 www.ssoweek.com +44 (0)207 368 9300 enquire@iqpc.co.uk

Shared Services& OUTSOURCING WEEK

15th Annual North American

March 1-3, 2011 • The Peabody Hotel, Orlando, FLwww.sharedservicesweek.com

TRANSFORMATIONFINANCE

USA 2011

September 27-29, 2011 • Chicago, IL www.fintransformation.com

April 11-14, 2011 • Palladium at Crown, Southbank, Melbourne www.sharedservicesweek.com.au

14th Annual Asian

Shared Services& OUTSOURCING WEEK

September 12-14, 2011 • Marina Bay Sands, Singaporewww.ssweekasia.com

Managed CertificationEmpowering Shared Service Professionals...

Take advantage of strategic knowledge and pragmatic experience, hard-wonfrom years of frontline work in captive shared services and outsourcedenvironments, by our impressive line up of senior course leaders.

Managed Certification® and Accreditation Program, Live Demo 11th January 2011!Kick start 2011 by registering your team to become shared services and outsourcingcertified practitioners

Course Outline:• Certification covers 10 competency and skill areas: Benchmarking, Change

management, Project management, Financial acumen, Risk management,Contracting and negotiation, Talent management, Quality management,Governance and compliance and Customer and stakeholder service

• Benefit from knowledge and experience hard won in the trenches over manyyears by a seriously impressive line up of senior course leaders

• Students use interactive message boards to talk topeers and get advice on immediate issues, benchmarkand build relationships

• Leverage constantly updated best practices in aninteractive online learning environment

Your 2011 Classmates Already Include: • Microsoft • MGM Resorts International • The Westpac Group • Wal-Mart • IMS Health • Experian • Kelly Services • HSS Health NSW • Pillsbury Law • PA Consulting • Research Triangle Park • FairPoint Communications • Wendys Arbys • Cummins Business Services (CBS) • Morganho

Upskill your team right now, enable them to build relationships with their global peers and have them start 2011 withbenefit of knowledge and experience gained over the last 15 years by some of the best practitioners in this field.

Certification:• Course participants will acquire the professional accreditation Shared Services Outsourcing Professional (SSOP). Management or

practitioner tracks will be designated by SSOPm or SSOPp.

Had this type of resource been available tome earlier in my career, I might have madesome different decisions that would haveallowed for a faster delivery of benefits

Sanjay Sridher, Executive Director, ServiceFirst,NSW Government, Australia

www.ssoweek.com +44 (0)207 368 9300 enquire@iqpc.co.uk

2011SpeakerYearbook

The ‘Who's Who’ of the SharedServices & Outsourcing World, allpresenting at SSO Week Europe 2011

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This year we have more than 90 speakers, here’s a snapshot below.To see the full list please visit www.ssoweek.com/speakers

Alan ByrneDirector Global SharedServices

• Current geography scope: EMEA, LATAM, NorthAmerica for service delivery for BPO outsourcedFinance activities covering 92 countries and drivingglobal transformation through processimprovement and improved controls

• Career Achievement: Built a SSC from theground up for a Global Electronic company

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Abhinav AryaGlobal Transition Manager

• Current ERP Platform: Oracle, SAP, Bookmaster

• Who you would most like to meet at SSOW:Companies that have outsourced high-end financeservices including analytics

• Biggest priority/goal/focus for 2011: Focus for2011 is to complete transition of all key inscopegeographies to our partner

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Taina ArvolaGroup Finance Director

• Current ERP Platform: Several ERP Platforms,most of them SAP, our newest Group Platform (inramp-up) is SAP ECC 6.0

• Who you would most like to meet at SSOW:Companies that have been able to create aneffective operative credit management in multi ERPenvironment

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Nick BeanDirector of Shared Services

• Most improved metric in your SSO: Recentemployee satisfaction survey (October 2010) - 82%engagement index. The Shared Services team hadthe highest engagement index in the May Gurneyorganisation.

• Biggest priority/goal/focus for 2011: Improvingcustomer satisfaction from ~6.5 to 8.5

Adriano CitoVP Finance EMEA-GeneralManager Global SSC

• Proud Accomplishment: Led the implementationof captives and outsourced ss operations,designing and implementing cross functionalTransformation Projects.

• Priority for 2011: Further develop our newlyopened SSC in Budapest

Gary BoothHead of People Services

• Current ERP Platform: Currently Oracle’s largestprivate sector Payroll provider in the UK with inexcess of 11,000 employees

• Biggest priority/goal/focus for 2011: Listeningto the voice of the customer and trulyunderstanding the business needs

Krist DavoodCIO

• Most improved metric: TCO reduction

• Current customer geography and functionalscope: Asia, Australia, Europe and the Middle East

• Number of centres: 20 globally includingAustralia, Asia and EMEA

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Gary CritchleyHead of Business Servicesand Information

• Most improved metric in your SSO: DebitBalances £4m to £500k

• Proudest career achievement: Moving centre tosustained credibility having delivered c£200m ofcash-flow benefits alongside KPI, service andemployee satisfaction improvements.

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Patrick CognyCEO

• Current geography and customer scope:Deliver services from a global network of centres in13 countries

• Proudest career achievement: Growth in EUfrom a small centre in Budapest to a large footprintacross Romania, Poland, Morocco and Hungary

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In Shared Services no-one has all the answers - but SSOW is undoubtedly

the only place you'll find most of them... or at least someone who'll know!

Gary Booth, The Co-operative

Michael de ZeeuwCEO

• Current customer geography and functionalscope: Siemens Global Shared Services is a cross-functional organisation with 5200 people, coveringall Siemens businesses in all regions of the world

• Interesting Fact: Elected Outsourcing Superstar byFAO Magazine in 2008

Eric DietzManaging Director

• Proudest career achievement: Manage with“Orange on the inside” also in difficult times

• Biggest priority for 2011: Separate all transportactivities within TNT Mail

• Favorite pearl of shared services wisdom: Livethe 5 D’s – Dream, Think, Dare, Do and by allmeans Persist

Ton GuertsChief Procurement OfficerAkzoNobel

• Proud Accomplishment: Developing the Peoplepart of our function with its long term talentreviews.

• 2011 Priority: Sustainability–programme will beenhanced and metrics further developed todemonstrate the development of a maturingsupplier base in the respective region

Michael HyltoftFinance ProgrammeManager

• Current ERP Platform: SAP with integratedworkflow and performance management

• Who would you most like to meet at SSOW:Anyone and everyone interested in Supply ChainFinance or Dynamic Discounting

Iris FingerShared Financial ServiceCenter Site Manager

• Proudest career achievement: Becomingresponsible for “my own shared service center”with 130 FTEs in Brno in the Czech Republic forPPG

• Current ERP Platform: Oracle Financials

Marcus DemgenskiDirector of Shared Services

• Most improved metric: Billing delay reducedfrom 7 to 0.5 days (after Goods issue)

• Current ERP platform: SAP, just went global onNovember 1st 2010

• Biggest priority for 2011: Creating one globalmultifunctional SSC

Helen DickensSenior Manager, EMEA HRDirect Services

• Proudest Career Achievement: Building a pan-EMEA team that delivers consistently fantasticcustomer satisfaction across HR and being able todemonstrate quantitatively the value of the team

• Current geography and functional scope: 32countries in Europe, Middle East and Africa fromRomania to Russia and Egypt to Estonial

Chris GunningVice President Finance,Global Shared Services

• Geographic & Functional Scope: NA, LatinAmerica, UK, Continental Europe, Asia Pacific for allaspects of A2R, P2P and O2C services as well asglobal HR service delivery functions

• Proud Accomplishment: Negotiated a series ofreductions in force and reorganisations in Europewith local works councils and trade unions anddeveloped the new single global accounting modelfor Unisys

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Philip DuckVP HR Services, UK

• Biggest priority/goal/focus for 2011: Taking the recentlycreated UK HR Services team and transitioning half of theminto a new ‘global business services’ function withoutdropping service levels

• Current customer geography and functional scope.Approximately 90 HR Managers and 20 RecruitmentManagers providing a centralised HR service to a US/UKpopulation of about 35,000 employees covering all businessunits (R&D, Manufacturing, Commercial & Corporate staff)

Phil FershtCEOHfS Research

• Proud accomplishment: Founder of the acclaimedglobal Sourcing Blog “Horses for Sources”, settingup my own firm and putting everything in the Cloud

• Most debated question: How organisations cancreate a talent pipeline of shared services andoutsourcing professionals to manage global operations

• 2011 prediction: Shared services is no longer“dead”, but very much alive and evolving!

Rick FlooreGlobal Head of Accounting and FSSC

• Proudest career achievement: Successful reintegrationfrom an outsourced service model to a captive organisation

• Current ERP Platforms: Several but moving into SAP• Biggest priority/goal/focus for 2011: Extending

Accounting scope to a full Close the Books scope, includingthe finalisation of the statutory accounts and the majority ofthe Tax returns

• Current customer geography and functional scope:Global, but in reality this is North America and Europe

Ralph GeertsemaHead of FinanceTransformation

• Proudest career achievement: Built a global Transaction Processingcenter up in 9 months

• Current ERP platform: Oracle financials 11.5.10 as a global financeplatform

• Who would you most like to meet at SSOW: I’m keen to speakto global players who have multi center delivery organisation and arecurrently considering consolidation/re-balancing options

• Ambition for 2011: Complete global roll out of our platform andthe aligned SSC build

• Number of centres/seats and locations to date: 6 Delivery centresacross the globe – three in India, one in the US, Europe and Latam

Johannes GilothGlobal Head of Supply Chain

• Most improved metrics you are striving for:Cost reduction by 40% (significant reductionalready in first year) process transformationtogether with outsourcing partner; performanceimprovement: order lead times (reduce by > 50%)and order correctness

• Current ERP Platform: SAP• Biggest priority/goal/focus for 2011: Transforming

e2e process (cut order lead time by 50%)

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Nicolas de ClercqVice President Finance

• Current customer geography and functionalscope: Active in 10 countries. I am financialresponsible for the Nl and Germany which represent55% of the revenue and > 65% of the EBITA

• Favorite Pearl of Shared Services Wisdom: NoSLA, but end-to-end quality responsibility

• Biggest Priority for 2011: Reaping the fullbenefits of the new ERP and a jump start on case 2of the IT landscape

Emmanuel J. DecroixGlobal Lean Six SigmaLeader

• Most improved metric: Turn Around Time (TAT) and numberof defects

• Proudest career achievement: Successfully launched a globaland decentralised change initiative programme in a French Bank

• Current ERP Platform: Bank grown system • Current customer geography and functional scope: Global

(85 countries), Operations (mostly) • Biggest priority for 2011: Maintain growth while improving

customer experience

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Stephen KunzDirector – CorporateFinance

• Most improved metric: Working in partnershipwith commercial teams globally, delivered cashbenefits of >£1bn, 19 day lower DSO and 26 dayhigher DPO

• Proudest Career Achievement: Built up a “COE” ofworld knowledge and skilled resource supportingfront-line O2C and P2P improvements, and helpeddevelop a GSK-wide change management frameworkto accelerate delivery of the strategy agenda

Philip PriceCFO

• Current ERP Platform: Oracle ERP platform with aMarkview (AP 170) overlay for AP. Global AP was run for a number of years from a captive SSC in theNetherlands and was outsourced earlier this year.

• Who would you most like to meet at SSOW:Companies along their journey of standardising inEurope, moving to a more centralised Centre ofExcellence approach to Business Partnering vs. countryby count

Rakesh SanganiSSON Editor-at-Large &Partner

• Most improved metric: (Inside client center)Improved SSC productivity by 120% across SalesOrder Processing, O2C and P2P whilst maintainingquality levels

• Proudest Career Achievement: Moving fromsales to operations at the market leading FinanceBPO, to turnaround poor performing 350 FTEservice delivery

Phil SearleCEO & Founder

• Proudest Career Achievement: Being namedshared services Thought Leader of the Year inBudapest, May 2009

• What I would like to discuss and debate thisyear at SSOW: The topic of “innovativeoutsourcing” and where this has been successful inpractice

VN (Tiger) TyagarajanCOO

• Most improved metric: (Inside client center)Improvement in NPS to an “all time high” a truereflection of how much a “promoter” a clientstakeholder is

• 2011 prediction: More captives will be “sold,carved out” as corporations refocus on their coreand partner to get best in class

Marco JansenHead of Shared Services

• Proudest career achievement: Massiveimprovements in the NL Accounts Payabledepartment; 36 FTE in 2008 to 22 FTE in 2010;12.000 of invoices / FTE to > 20.000 invoices / FTE;IT solutions a.o. workflow and e-invoicing

• Current ERP Platform: SAP• Biggest priority/goal/focus for 2011: Further

improve Credit Management

Abhijit RoyCEO Shared Services

• Proud Accomplishment: Our high impactstrategies have raised productivity by 40% in oneyear and greatly helped to expand our services fromPoland to right across Europe

• 2011 Goal: Continue to transform our customerand employee satisfaction so value-addingbecomes second nature to our staff

Klaus SchwindGroup Director SSC

• Current customer geography and functionalscope: Responsible for set up, development andimplementation of SSC concepts/strategies in morethan 20 countries. Functional scope accounting andpayroll processes

• Biggest priority/goal/focus for 2011: Customerorientation and quality initiatives along theend2end process chains

Constanze NuesperlingSenior Director SharedServices

• Number of centres/seats and locations todate: 100 seats and two centres: one in Romania,one in India

• Favorite pearl of ss wisdom: A big driver fromoutsourcing is gaining transparency onperformance levels. This transparency should beused to implement improvements on both sides

Brian ThumwoodE-Presentment Manager

• Improved Metric: Eliminated over 1/3 of the 18million paper invoices we send across Europeannually, saving approximately 2400 trees and 600tonnes of C02 each year

• 2011 & Beyond Priority: We aim to improve thecarbon efficiency of our own as well as thesubcontracted services by 30% by 2020

Sid VasiliCEO & Founder

• Biggest priority for 2011: Encourage and helpcorporations achieve improvements by moving to asingle platform which will bring them multiplebenefits to the day to day running of their business

• Most debated question? Why offshore when thetechnology allows you to remain operatingonshore, thus maintaining control and utilisingexisting staff skills and knowledge

Mark LewisPartner and Head ofOutsourcing

• Proud accomplishment: Leading a legal teamthat has helped customers and providers secureover US2bn worth of outsourcing last year andstructuring and delivering Europe’s first managedlegal services solution to Thames Water

• Biggest Trend: Looking forward to the UK publicsector leading the world in shared services

Zoltan RokaDirector ProcurementCentre of Excellence

• Current ERP: Oracle EBS• Geographic & Functional Scope: Support the

P2P, Procurement, AP, Professional Services andassociated ERP functional support for 100+locations in 14 countries across Europe & NorthAmerica

Philip WhelanHead of EuropeanBusiness Service Centre

• Most Improved metric: Significant benefits ofour offshore model in terms of unit cost of servicewhile seeing continuous improvements in E2Emeasures

• Current ERP: SAP global standard but we supporta myriad of different ERP including Oracle JDEdwards

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Deborah Kops• 2011 prediction: We will see a renewed interest in

captive and hybrid delivery models as opposed topure outsourcing

• The most debated question in the industryand why? Consolidation of providers. In anymaturing market, the number of qualifiedproviders reduces over time. SS/0 is about to reachthat inflection point where the market isdemanding more from fewer players

FELLOW

368 9300 enquire@iqpc.co.uk

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Partnering for Performance

So it is not surprising that the groups responsible forcontract and relationship management findthemselves under pressure. According to the CEOs,their organisation must become better at eliminatingbureaucracy, challenging established rules and re-thinking its approach to risk. And that is exactlywhat the leaders are doing.• Our conference will feature open discussion

about the challenges we face in re-defining therole of contracting and its growing integrationwith relationship and market management.

• This event will focus especially on the servicesand outsourcing environment, where long-term outputs and outcomes drive the role ofthe contract and its management.

• We will illustrate how high performingorganisations are shifting their perceptions ofrisk and restructuring the way they engagewith customers and suppliers.

• Presentations will feature practical changes atboth organisational and operational level,including specific examples of new contractofferings and changes to terms and conditions.

• You will discuss your solutions and concerns,while hearing from others about the changesthat have led them to success.

Sessions Run:Tuesday, 10th May & Wednesday, 11th In today's volatile markets, organisations increasingly depend onforming more agile, flexible supplier relationships. IACCM is theworld's leading authority on the tools and methods that ensuresuccessful relationships. Top practitioners and experts will sharetheir experiences and insights on current ' best practice'.

2011 Speakers Include:

Rene Franz Henschel,Professor of Law &Economics, Aarhus Schoolof Business, University ofAarhus

Margaret Smith, ExecutiveDirector WorldwideContracts, Accenture

Dave Barton, Director ofContracts, AgilentTechnologies

Adrian Furner, CommercialDirector, BAE Systems

Henrik Lando, Professor,Copenhagen BusinessSchool

Simon Chard, Director,Deloitte

Tim Cummins, CEO, IACCM

Katherine Kawamoto, VPResearch & AdvisoryServices, IACCM

Keld Jensen, CEO,MarketWatch Centre forNegotiation A/S

Satender Sharma, CommercialDirector, Petrofac

Todd Snelgrove, GlobalManager, Value, SKF Group

Diane Carco, President,Swingtide

Ioana Canescu, SeniorManager – Global Contractsand Business Management,Tellabs

Dr. Cyril Jankoff, Consultant,The Risk Doctor

Claude Marais, ClientExecutive, Head of ManagedServices, TPI

Kate Vitasek, Faculty, Centerfor Executive Education,University of Tennessee

Stephen Beeching, VP,Cobham Avionics andSurveillance Division

Almost 80% of CEOs say that their organisationmust get better at managing externalrelationships. According to The Economist, one ofthe major reasons why so many relationships endin disappointment is that most organisations ‘arenot very good at contracting’.

Good contracting makes a massive difference to business performance. To achieve ‘good’ we must understandwhen and how to partner effectively with internal and external stakeholders. We must become more efficient inour use of resources and more creative in our commercial offerings and solutions.

According to 79% of CEOs identify the complexity of growing 'interconnections and interdependencies' as theirbiggest global challenge. The role of contracts and negotiation in ensuring alignment and providing governancehas never been greater. – (IBM / IACCM studies, 2010)

For a full list of conferencetopics visit www.iaccm.comor www.ssoweek.com

SSON is proud to be working with IACCM on the global SSOW series. The International Association of Contract and CommercialManagement is a community driving best practice work in negotiation and contract and commercial management. We'redelighted that IACCM have agreed to run sessions throughout Tuesday and Wednesday's meeting in Amsterdam this year.Whether you are a member of IACCM or not please do drop into sessions that interest you, they are of impressive calibre.

Plan Your Week: SSOW Itinerary BuilderBuild your Tailored Programme with our Session-By-Session Guide by Business Theme.It’s simple. Pick your priorities from the list below, then match your sessions.

Choose the sessions relevant for you by searching according to your business critical priorities

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People, Change Management & Transition

Shared Services 101: The Fundamentals of Designing, Building & Implementing a SSO 9th May, 8:00 Chazey PartnersRethinking Change Management 9th May, 10:15 SourcingChangeDefining the Service Delivery Platform to Align with Your Overall Operating Model 10th May, 2:15 The Co-OperativeTransition Management: How This Impacts the Value Chain in BPO Relationships 10th May, 2:50 Pearson

Risk & Governance

Outsourcing Governance: Driving Insight, Not Oversight 10th May, 2:15 DSMLocal Compliance in Global Business – How Do You Stay Compliant with Local Regulation in a Shared Services Model 10th May, 2:15 Kimberly-Clark, BDO LLPDeveloping from a Holding Structure to A Synergic Group: Building a FSSC in a Complex Environment 11th May, 10:30 Metsaliitto GroupLights Out in the Local Finance Function: Organising Global World-Class Statutory, Tax and Legal Reporting from Your SSC 11th May, 2:05 DeloitteMergers & Acquisition: Quick Wins & Long-Term Sustainability 11th May, 2:40 SPX

Business Partnering/Contracting & Outsourcing

Indirect Tax Outsourcing: Benefits Beyond Just Getting Returns Done on Time 9th May, 8:00 Nissan, KPMGReset BPO: Reviewing BPO for the Reset Economy 10th May, 12:10 CognizantMaking HRO Work: A Debate in Partnership With HROA 10th May, 1:40 Kraft, Glaxosmithkline, Selex GalileoThe Great Debate: In-house vs. Outsource – Why Still the Question? 10th May, 1:40 SourcingChange, Marks & Spencer

Business Services, MicrosoftInnovative Outsourcing; Transforming a Cost Reduction Programme Into a Sustainable Business Model 10th May, 2:15 TNT Post, ConQuaestorSomewhere in the Middle: A Hybrid Approach to SS Exploits the Best of Both Worlds 10th May, 5:10 ADP/Client G6: Global Sourcing Think Tank 10th May, 3:50 Vote at www.ssoweek.com/G6 Value Creation from Finance Outsourcing 11th May, 9:50 Genpact, UCBThe Amazing Industry Horse Race 11th May, 11:50 HfS, Unilever, AstraZeneca,

Genpact, SourcingChangeFor a full list of buyers, influencers and

providers visit www.ssoweek.comBreaking through the Hype: Cloud Computing takes SS to the Next Level 11th May, 1:30 Schiavello GroupBringing Services Back In-House: Why & When It Makes Sense 11th May, 1:30 Technicolor30 -50% Cost Savings from Labour Arbitrage – Now What? Candid Perspectives on the Future of Sourcing 11th May, 2:05 TomTom, Thomas Cook Group plcSecuring Performance & Flexibility from Combining SS & Outsourcing 11th May, 2:40 Lafarge

Continuous Improvement/Benchmarking & Performance Management

Chargeback Mechanisms: Best Practice Case Studies 9th May, 10:00 ProservartnerEnsuring World Class Performance & Benchmarking for Your SS Operation 9th May, 10:15 The Hackett GroupWhere Are We At? Global Trends Across the Shared Services & Outsourcing Industry in 2011 9th May, 2:45 The Hackett GroupHow Did We Do? 2011 Industry Predictions and Forecast 9th May, 6:35 ProservartnerFresh Eyes for 2011: Realigning Competitive Strategy Post Recession 10th May, 9:15 Readers Digest, Siemens, ArcelorMittalSig Sigma & Operational Efficiency: Implementation Without The Cost 10th May, 1:40 BNP ParibasBalancing Efficiency vs. Effectiveness: A Roadmap to First Time Success Within Your FSSC 10th May, 12:10 BTBuilding a Centre of Excellence to Support Front-Line Order to Cash & Procure-to-Pay Improvements 10th May, 11:25 GlaxoSmithKlineKnow What you Need & How to Measure It: Key Metrics in Your Global Payroll Business Case 10th May, 12:10 Intercomp Global Services

Process Transformation & Automation

Manage DPO and Working Capital While Enhancing Process Efficiency & Compliance 9th May, 8:00 Airplus InvapayAP Supply Chain Financing: Using Own Cash & Improving Flow Via a 3rd Party Funding & Commission Model 9th May, 10:15 KingfisherSavings Above 20% By Cutting Direct Costs and Switching 30% of Customers to E-Invoicing 10th May, 12:10 DHLFinance Transformation: The Pillars for Success 10th May, 1:40 Lodestone Management Consultants AGFrom 6 Week Invoice Backlog to Increased First Time Match Rate By 20%: A Revolutionary P2P Transformation Story 10th May, 2:15 May Gurney, Chazey PartnersChasing the Dollar: Unlocking Hidden Opportunities in the Optimised Cash Allocation Process 10th May, 2:50 Hanse Orga International B.V.Everything You Need to Know About Getting Started But Never Dared to Ask 10th May, 2:50 KCI Medical, USG People, United Biscuits UK LimitedTransparency to Processes & Cost Savings Up to 50%: Automation is Key 11th May, 9:10 ItellaCreating One Integrated Financial Reporting Process 11th May, 1:30 Nordea BankAP Excellence – Are You Handling 80% of Over 500,000 Invoices Per Year Electronically? 11th May, 2:05 Heineken, PPG IndustriesLet’s Talk Challenges: Your Top 3 Scenarios Discussed & Debated Amongst the FSS Community 11th May, 2:40 LyondellBasell Industries

Business Intelligence

Creating an Intelligent Enterprise: Utilising Business Intelligence to Drive Sustainable Business Results 9th May, 5:55 Capgemini/Client The Evolution of Knowledge: How KPO is Progressing to the Next Stage of Higher Value Add 11th May, 3:30

Globalisation & Shoring

Establishing Greater Value With a Global Approach to Shared Services 9th May, 2:05 LexmarkDriving Operational Efficiencies & Effectiveness: Taking the Business to the FORE 9th May, 4:05 National Grid, Tata Consultancy ServicesGlobal Business Services: Everything Your Need to Know About the Next Level of Service Delivery…And How to Get There 9th May, 5:15 Check website for speaker updates www.ssoweek.com Managing the Regulatory HR Challenges in European SS, Outsourcing and Offshoring/Nearhsoring 11th May, 2:05 Berwin Leighton Paisner LLPThe Coming of the New Wave: A Closer Look at Emerging Markets 11th May, 3:15 BT, Buck Consultants International

Procurement/Supply Chain Management Excellence

Innovation in Strategy: Helping Procurement Stay Ahead of the Game 10th May, 12:10 Airplus Invapay Accelerating Value in Procurement Through Shared Services 10th May, 1:40 TelenorEmbedding Sustainability into Procurement Processes 10th May, 2:15 AkzoNobelNokia Siemens Networks: Logistics Order Management – Process Outsourcing 10th May, 2:40 Nokia Siemens Networks, TPIOvercoming Pain-Points & Challenges With Effective Supplier Education & Maintenance 10th May, 2:50 AlcoaDeveloping a Procurement Centre of Excellence 11th May, 1:30 AlcoaSupply Chain BPO: The Next Big Market Wave? 11th May, 2:05 Nokia Siemens NetworksSupply Chain Financing 11th May, 3:30 Kingfisher

12:45 Main Event Registration in the Exhibit Hall

1:45 Welcome Remarks Naomi Secor, Global Programme Director, SSON

1:55 Chairman’s Opening

2:05 Establishing Greater Value With A Global Approach to Shared Services • Beyond the transactional with centres of excellence: Defining the scope and

value• Achieving cost reduction targets while maintaining customer satisfaction • Creating a continuous improvement culture within the SSC, positioning

itself to take on more business

Emmanuel Jan, Managing Director, Lexmark

2:45 Where Are We At? Global Trends Across the Shared Services &Outsourcing Industry in 2011There's no arguing with a big heavy dollop of fact - and few organisationsoffer more accurate insight into hardcore facts in the Shared Services andOutsourcing space than SSON's global benchmarking partner, The HackettGroup. Back by popular demand, SSOW kicks off today with a trusty familiarface; 2010 European Thought Leader of the Year, Tom Bangemann. Armedwith the latest results from Hackett's 2011 annual GBS Survey, participated in

by over 300 companies operating SSCs and BPO centres worldwide, Tomwill be answering the questions everyone is asking. PLUS - exclusive insightfrom Hackett's 2011 Globalisation survey (conducted every 3 years) - what'schanged on the global landscape since we last heard result on this at SSOWBudapest? A LOT. You don't want to miss this!!• What's shifting in terms of patterns with functional and process scope? • Latest adoption trends in technology implementations? • Captive vs. Outsourced results - What is REALLY the best delivery model

set-up, based purely on performance statistics? • New numbers that truly count as World Class benchmarks in today's market

Tom Bangemann, Vice President Business Transformation, The Hackett Group

3:20 Brand New Structured Networking: Evolving From Conference to Community Chief Networking Officer (CNO) Doug Spence will facilitate the networking element of the SSOW. Witness revolutionarytactics and exercises designed to get the entire crowd interacting.Networking Exercise One: Real Relationships Based on People Styles

3:45 Networking & Refreshment Break ** Peeriosity Meetup GroupBegins**

Your Week At-A-Glance DAY ONE Main Programme • Monday, 9th May, 2011

10

Registration 7:45 | Workshops 8:00 – 10:00

9:00 – 12:00 (Buses leave at 8:15)

Registration 10:00 | Workshops 10:15 – 12:15

A

ChargebackMechanisms: Best

Practice Case Studies• Identify the key aspects that

inform the allocation of costsback to the business

• What are the differentmethods for cost allocation,depending on the degree ofsophistication required by thecustomer/supplier relationshipand the extent to which thereis a desire to influencebehaviour?

• Include fixed price; time andmaterial; transaction based;incentive based; businessbenefit based; FTE based;revenue based and productioncapacity based

Rakesh Sangani, Proservartner

RethinkingChange

Management• Benefit from

“revolutionary”thinking about changemanagement

• Hear about theimplications of poorchange management

• Discuss thepredictability ofchange

• Learn strategies to“change” change

Deborah Kops,SourcingChange

AP Supply ChainFinancing: Using Own

Cash & Improving Cash Flowvia a 3rd Party Funding &Commission Model• Compacting vs. stretching the

invoice-to-pay cycle tooptimise working capital

• Releasing cash flow from thesupply chain

• Realising a $3m savings forevery $1b in spend;expanding the reach andyield of early payprogrammes

• Generating high, risk-freereturns (18% + annualised)on short term cash

• Dynamic management ofworking capital

Michael Hyltoft, FinanceProgramme Manager,Kingfisher

Site Tour A: Unisys Shared Services Centre, Amsterdam A quick commute from the conference centre, come join the Unisys SSCteam as they discuss some of your most important questions; What does aretained organisation and nearshore services delivery ssc framework looklike? Why the move from a regional to global model? Understand what’sleft and how the remains provide real value and critical resources in termsof service delivery to the customer. Listen to the challenges (operational,

legal, social) of moving from a 300+ strong transactional SSC to a much smaller operatingcentre of only 35 heads. Get into the nuts and bolts of the processes that remain (regionalaccounting, regional order sales support and order management functions, pan European VATand credit and collections. Finally, take a look at governance and understand how employeeengagement and customer satisfaction are key.

Site Tour Facilitator: Chris Gunning, Vice President Finance, Global Shared Services, Unisys

Ensuring World Class Performance Measurement andBenchmarking for your Shared Services Operation

Benchmarking has played a key rolein enabling companies to achieveWorld Class performance throughsustainable cost management andvalue creation. For any project to besuccessful and any operation toremain World Class long-term, it isessential to measure. If you cannotmeasure it, you cannot manage it.Without benchmarking, there arefew external guidelines that acompany can use to judge therelative effectiveness and efficiencyof resources committed to thevariety of activities they control.• Why benchmark your shared

services?• What does World Class

performance look like?• What are the critical components

of successful benchmarking?

• How do you decide whichprocesses, entities andgeographies should bebenchmarked and againstwhat?

• How do you measureprocesses in a structuredmanner to give accurate andcomparable results?

• How do you benchmark andwhat should a service centrebenchmark look like?

• How can such a benchmark beused to drive actions andresults?

Joel Roques, Managing DirectorEuropean Advisory Services, The Hackett GroupThomas Kellaway, EuropeanBenchmark Regional Director,The Hackett Group

Shared Services 101: TheFundamentals of Designing, Building

and Implementing a SSO• Critical success factors for any ss implementation • Defining the project scope (depth and breadth)• Recognising the critical importance of the “customer”• People and organisational structures• Considering outsourcing as a possibility • Criteria for your location decision Phil Searle, Co-Founder and CEO, ChazeyPartners; David O’Sullivan, Director, ChazeyPartners

Indirect Tax Outsourcing: Benefits BeyondJust Getting Returns Done On Time

• Can VAT compliance be outsourced?• Outsource or in-house? How to decide?• Utilise technology to make your VAT compliance

more efficient • Ensure minimal disruption to your business when

handling audits Franck Scheiblin, Finance and Controlling Director,Nissan Sales, Central and Eastern Europe; PhilippeNorre, Partner, Indirect Tax Compliance Centre,KPMG; Alec Percival, Delivery Director, KPMG

Manage DPO and Working Capital WhileEnhancing Process Efficiency and Compliance

Obtain all the financial forecasting information you requirewhilst gaining visibility and compliance of all your indirect spend• Manage DPO • Maximise Working Capital • Improve compliance management • Take shared services to new levels of effectiveness and efficiency • Achieve process optimisation • Accomplish touchless processing on all indirect spend • Obtain automatic complianceSid Vasili, CEO & Founder, Airplus Invapay

WARM-UP SITE TOUR & WORKSHOPS

RevolutionaryNetworking: Don't

Miss Step One!

B C D

HGFE

*To see the full, updated version of the agenda,visit the website at www.ssoweek.com/agenda

7.00 Private Dinner

DAY TWO Main Programme • Tuesday, 10th May, 2011

7:45 Registration in the Exhibit Hall

9:00 SSON Opening Naomi Secor, Global Programme Director, SSON

9:05 Chairman’s Opening: Petri Karjalaainen, Director Strategy and Business Development, Itella

9:15 Fresh Eyes for 2011: Realigning Competitive Strategy Post Recession• The trend towards business partnering and how this is affecting CFOs• How are you optimising overall business performance?• Describe the new multi-faceted role of the finance director• How are we providing greater visibility and transparency needed for

key decision-making processes?

Phillip Price, CFO Europe, Readers Digest Michel E. de Zeeuw, CEO Global Shared Services, SiemensAbhijit Roy, CEO Shared Services, ArcelorMittal

9:55 Nokia Siemens Networks: Logistics Order Management – Process Outsourcing NSN transferred a significant part of its Supply Chain Managementactivities – end-to-end Order Management – to a service provider in acomprehensive transformational Outsourcing deal. Cost reduction is

an important objective but pure labour arbitrage is not thesolution. The target is to transform a fragmented, reactive andcostly set-up into a world-class end-to-end supply chain. It isabout: process transformation, processes and interfaces,leveraging with external partner and cultural change.

Johannes Giloth, Head of Supply Chain & Logistics, NSNFriedrich Loeer, Partner, TPI, EMEA

10:35 Networking Exercise Two: Reputation is in the Eye of the Beholder

10:55 Morning Networking & Refreshment Break In the Exhibit Hall

11:25 Building A Centre of Excellence to Support Front-LineOrder-to-Cash & Procure-to Pay Improvements • Partnering with commercial teams and transactional processing

centres globally• Delivering cash benefits of >£1bn, 19 day lower DSO and 26

day higher DPO• Developing a GSK-wide change management framework to

accelerate the centre delivery strategy

Stephen Kunz, Director, Corporate Finance, GlaxoSmithKline

4:05 Driving Operational Efficiencies & Effectiveness: Taking theBusiness to the FOREFinance & Accounting (F&A) outsourcing engagements were some of theearliest to target cost savings as a key benefit through consolidation.Quickly to follow were consolidation and sourcing of other sharedservices such as HR and Procurement. The market has reached a level ofmaturity that include increased scale, end-to-end process managementand global coverage. This increase has correspondingly changed thevalue expectations of business partners. Leading buyers are pushing theenvelope of ss value beyond consolidation and cost arbitrage, seeking toimprove business performance. Going forward, buyers will seek providerswho offer all levers; process and technology excellence, complexityreduction and domain expertise to improve efficiency and effectiveness.• Shared Services' impact in terms of measurable business benefits• Recognising the value of cultural alignment• Delivering a true partnership through the right service and business

metrics• The multiplier effect: Investing the right resources & time in such

initiatives

Jon Carlton, Director of Shared Services, National Grid Mark Bretton, Head – Europe, BPO Services, Tata Consultancy Services

4:45 The Big Picture: Your Top 3 Shared Services Issues Debated LiveFrom the Peeriosity Community Peeriosity does what it says. It facilitates end-users peers comingtogether to solve their curious problems. For the last 6 months variousSSOW attendees collaborated online to tackle their largest challenges.See the results of your efforts and hear from a panel of peers as theyshare their perspectives on key strategic issues (1) Captive SharedServices – Key considerations when sourcing and shoring (In-source,Outsource, Nearshore, Back-source) (2) End-to-End ProcessImprovement and Evolution – Optimisation and the role of ss (3)Cost reduction vs. value creation – framing the conversation on ss.

Moderator: Ira Fialkow, SVP Member Services, Peeriosity Klaus Schwind, Group Director SSC, HeidelbergCement Mary Passalacqua, Director of Accounting Shared Services, SealedAir Corporation

5:15 Global Business Services: Everything You Need to Know Aboutthe Next Level of Service Delivery.. and How to Get There• Learn how World Class GBS organisations have saved between 20

– 60% of their costs, experienced at least 75% improvement inservice delivery, quality and accuracy and further standadrisedtheir services by at least 75%

• Listen to approaches and strategies for optimal GBS structural design • Receive best practices for improving GBS performance levels and

key metrics

5:55 Creating an Intelligent Enterprise: Utilising BusinessIntelligence to Drive Sustainable Business Results• Gain the most value from complex data generated in your organisation• Enhance the speed of delivery of analytical data• Reduce overall cost and risk of implementing business intelligence

solutions

Capgemini/Client

6:35 How did we do? 2011 Industry Predictions and ForecastLast year at SSOW Edinburgh, SSON's Editor-at-Large RakeshSangani, made some pretty bold predictions for the Shared Servicesand outsourcing space. Was he right? Here a snapshot reminder ofthe forecast so that you can be the judge. Plus: Rakesh's top 5predictions for the next 12 months.

12:10

THINK/DO: What is Think/Do? Encouraging Innovation isn’t enough. You must initiate programmes that show your organisation the creative techniques to designing new solutions. This year

we’re all about interaction and building relationships.

THINK Sessions are the case study/best practice approach

DO sessions encourage interaction utilising entire group participation, templates, scorecards and frameworks. Look for the indicating this format

aBalancing Efficiencyvs. Effectiveness: ARoadmap to First TimeSuccess within YourFSSCRalph Geertsema, Head ofFinance Transformation,BT Group

Savings Above 20% ByCutting Direct Costs andSwitching 30% ofCustomer to E-Invoicing:A DHL Case Study Brian Thumwood, E-Presentment Manager,DHL

Know What You Needand How to Measure

It: Key Metrics In Your GlobalPayroll Business CaseSheri Sullivan, VP Global BusinessDevelopment, Intercomp GlobalServicesEloi Malta-Bey, Managing Director– International Business,Intercomp Global Services

Reset BPO: ReinventingBPO for the ResetEconomy Nigel Edwards, VicePresident & Head BPOEurope, Cognizant

Innovation in Strategy:Helping ProcurementStay Ahead of theGameSid Vasili, CEO & Founder,Airplus Invapay

Track A: Planning &Launching

Track D: Procurement Track E: BPO Evolution Track B: FinanceTransformation

Track C: HR Transformation Stream Sponsored By:

Kelly Outsourcing and ConsultingStream Sponsored By: CapgeminiStream Sponsored By:

Tata Consultancy Services

Day 1 continued...

11

Step Two

Focus on SupplyChain Management

C-SuitePerspectives

6:45 - 9:00 Welcome Reception

12:10 Stream Sessions (Think/Do) Begin Blue Sky Innovation Room Opens IACCM Sessions Running. See page 8 for details

Sponsored By:

DAY THREE Main Programme • Wednesday, 11th May, 2011

Day 2 continued...

12

3:50 Announcing 2011 G6 Visionaries (The New Face of G8)How it's changed: (1) Individuals NOT Companies:you vote for unique personalities not companies. (2) NeutralChairmanship From Within the Community: newly appointedglobal chair, Deborah Kops, SourcingChange holds court. Nothinggets past her (3) 6 is the New 8: debate works best when all voicesare heard and ample time is allocated to each answer.

4:50 Networking Exercise Three: Relevance

5:10 Somewhere In the Middle: A Hybrid Approach to SharedServices Exploits the Best of Both WorldsSeeking to achieve economies of scale and share resources, companies oftenweigh the pros and cons of Shared Services Centers and outsourcing asalternatives to in-house operations. ADP’s experience proves that these twoapproaches can work in tandem to reach the goal of optimising HR processes,and especially payroll, at an international level.• Discuss the benefits of combining the outsourcing and Shared

Services Center approach• Organise and synchronise a SSC with the deployment of an

international outsourcing project• Optimise process workflow and responsibility matrix between the

SSC and the provider

Christine Stanowski, Vice President Global Consulting, ADPClient: TBA

5:40 Vendor Demo DrivesHow Does the Demo Drive Work? We’ve Made It Simple For You And We’re Giving Away Cash With Multiple Chances to Win • Pick up your prize card at registration. You need it to be

eligible for the cash prize drawings • Choose 7 product stands to visit during the next 40 minutes. • Visit each stand for ten minutes, get your prize card signed and

move at the sound of the bell• Turn in your prize card at the completion of the demos for your

chance at the cash prize drawing

6:40 Shared Services Excellence Awards Sit back, relax and find out who's been shortlisted & why asyou enjoy drinks to get the night started

7:10 Cocktail Reception in the Exhibit Hall followed by an Awards Celebration for all attendees

2:15 – 2:45Interview Circle: From 6Week Invoice Backlog toIncreased First TimeMatch Rate By 20%: Arevolutionary P2PTransformation Story Nick Bean, Director of SharedServices, May Gurney Phil Searle, Founder & CEO,Chazey Partners

Local Compliance in GlobalBusiness - How Do youStay Compliant with LocalRegulation in a SS Model?Mike Listello, Head of Finance,Kimberly-ClarkDavid Lewis, Director, BDO LLPCarlo Nuvoletta, Former VPAccounting EMEA and Head of SSC, CA

Defining Your ServiceDelivery Platform to AlignWith Overall OperatingModel Gary Booth, Head of PeopleServices,The Co-Operative

InnovativeOutsourcing;

Transforming a CostReduction ProgrammeInto a SustainableBusiness Model Eric Dietz, Managing DirectorAuto Unit, TNT PostKen Foster, ManagingConsultant, ConQuaestor

EmbeddingSustainability IntoProcurement ProcessesTon Guerts, ChiefProcurement Officer, AkzoNobel

2:50 – 3:20 Everything YouNeed To Know

About Getting Started ButNever Dared to Ask Adriana Cito, VP FinanceEMEA-General ManagerGlobal SSC, KCI Medical Nicolas De Clercq, VPFinance, USG PeoplePat Jacks, Head of HRService Center, UnitedBiscuits UK LimitedPenny Munro, Head ofPeople Process BusinessServices, E.ON UK

Chasing the Dollar:Unlocking HiddenOpportunities to theOptimised CashAllocation Process Gastl, Managing Director,Hanse OrgaInternational B.V.

HROA Client Case Studies:Buyer Perspectives onContracting – Set-Up,Running & Transition

Transition Management:Impacting the ValueChain in BPORelationshipsAbhinav Arya, GlobalTransition Manager,Pearson

Overcoming Pain-Points &

Challenges withEffective SupplierEducation &MaintenanceZoltan Roka, DirectorProcurement Centre ofExcellence, Alcoa

3:25 Afternoon Networking Break

12:40 General Lunch 12:40

WinEUR1000cash!

Step Three

1:40 – 2:10 Six Sigma &Operational

Efficiency:Implementation Withoutthe Cost Emmanuel Decroix, GlobalLean Six Sigma Leader, BNPParibas

Lights Out in the LocalFinance Function:Organising Global World-Class Statutory, Tax andLegal Reporting from yourSSCChris PlatteeuwPartner, Global TaxCosourcing, Deloitte

Making HRO Work: ADebate In Partnership

with HROAGary Madden, Global HRServices, KraftRoger Harrison, VP BPOServices, GlaxoSmithKlineDarren Bartholomew, HRManager, Selex Galileo

The Great Debate: In-house vs. Outsource.

Why Still the Question? Deborah Kops, SourcingChangeGary Critchley, Head of BusinessServices & Information, Marks& Spencer Business ServicesRalph Geertsema, Head ofFinance Transformation, BTAlan Byrne, Director GlobalShared Services, Microsoft

Accelerating Value inProcurement ThroughShared ServicesTerje Klovas, Head of SSCProcurement, Telenor

8:15 Registration in the exhibit hall

9:00 Frank Wolfsteiner, Partner & Managing Director, BPS, EMEA, TPI

9:10 Transparency to Processes & Cost Savings Up to 50%:Automation is Key • Discover the full automation potential in the P2P process• Learn the 5 keys to world class purchase to pay automation • Determine if you will reap the greatest benefits by outsourcing

or in-house

Raimund Schlotmann, Director Global Business Line Purchase toPay, Itella

9:50 Client/Provider Interview: Value Creation from FinanceOutsourcing • Improve financial performance by breaking down organisational

silos and introducing global process standardisation • Increase transparency in the business on performance levels in

Finance • Benchmarking to identify improvement potential • Deliver improved cash flow, margins and revenue growth • Prioritise the high-impact levers to deliver both “quick wins”

and longer term value creation

Patrick Cogny, CEO, Genpact Constanze Nuesperling, Senior Director Shared Services, UCB

12:40 Private Lunch Sponsored By

Winners to be announced at end of evening!

Private Lunch Sponsored By

3:10 Panel Discussion: The Coming of the New Wave: A Closer Look at Emerging MarketsDuring this session our global shoring experts take you beyond the obvious with an “In Situ” Look Into the Evolving Landscape (UK, Eastern Europe,Central Europe, Southern Europe & The Mediterranean, India, East Asia/APAC, LATAM

Ralph Geertsema, Head of Finance Transformation, BTRené Buck, President & CEO, Buck Consultants International

3:35 2011 Wrap up: Prize Drawing and Chairman's Close

1:30 – 2:00

2:05 – 2:35

Bringing Services BackIn-House: When andWhy It Makes Sense Rick Floore, Global Headof Accounting and FSSC,Technicolor

Creating OneIntegrated FinancialReporting ProcessKlas Wiberg, Head ofFinance, Nordea Bank

HROA Client Case StudyContinued: BuyerPerspectives on MakingHRO Work

Developing aProcurement Centre ofExcellenceZoltan Roka, Director,Procurement Centre ofExcellence, Alcoa

AP Excellence –Are You Handling

80% of over 500,000Invoices Per YearElectronically? Michael Jansen, Head ofShared Service Centre,Heineken Iris Finger, Shared ServicesSite Manager, PPGIndustries

Finance Transformation:The Pillars for SuccessPeter Fischer, Partner,Lodestone ManagementConsultants AG

Managing theRegulatory HRChallenges in EuropeanShared Services,Outsourcing andOffshoring/Nearshoring Mark Lewis, Partner, Headof Commercial, BerwinLeighton Paisner LLP

30-50% Cost Savings from Labour

Arbitrage – Now What?Candid Perspectives on the Future of Sourcing Abhinav Arya, TransitionManager, PearsonGuido Oudejans, FinanceDirector Shared Services,TomTomJuergen Bueser, GroupStrategy Director, ThomasCook Group plc

Supply Chain BPO:The Next Big

Market Wave?Johannes Giloth, GlobalHead of Supply ChainNetworks, NokiaSiemens Networks

Track A: Planning &Launching

Track D: Procurement Track B: FinanceTransformation

Track C: HR Transformation

2:40 – 3:10

Securing Performance &Flexibility fromCombining SS &Outsourcing Jean-Claude De Vera, VPGlobal Shared Services &Process Optimisation,Lafarge

Let’s TalkChallenges: Top 3

Scenarios Discussed &Debated Amongst the FSSCommunity Marcus Demgenski, DirectorShared Services,LyondellBasell Industries

The Journey to Value:Enhancing the ServiceProposition Helen Dickens, SeniorManager, EMEA HR DirectServices, SymantecCorporation

Mergers & Acquisition:Quick Wins, Long-TermSustainability Lisa Hooley, VP, EMEAShared Services, SPX

Supply Chain Financing:Using Own Cash &Improving Cash Flowvia a 3rd Party Funding& Commission Model Michael Hyltoft, FinanceProgramme Manager,Kingfisher

Day 3 continued...

Site Tour I : LyondellBasell Shared Services Centre, Brussels

IACCM Sessions Running.- See page 12 for details

Take an in situ look at Lyondellbasell’s SSC in operation for ten years. Thiscentre has achieved top quartile efficiency (Hackett Study for Basell),headcount reduction > 40%, running on a global single instance SAPsystem since November 1st 2010. During this tour you will view the scopeof the Transactional Finance and Competence Centre including; • Process Owner for OTC and PTP

• Billing (200.000 per year, 30 % electronically), Accounts Receivable,Credit and Collection

• Accounts Payable (750.000 line items per year, 30 % electronically)• Cash & Banking• VATSite Tour Facilitator: Marcus Demgenski, Director of Finance SharedServices, LyondellBasell

13

I

1:30 Stream Sessions Begin

POST-PROGRAMME SITE TOUR Thursday, 12th May, 2011

10:30 Developing from a Holding Structure to a Synergic Group:Building a FSSC in a Complex Environment • Learn from the experiences and results of installing the global

operating model for finance shared services• Identify the benefits of using co-location• Establish how process development, integration and

standardisation can deliver further efficiency improvementopportunities

Taina Arvola, Group Finance Director, Metsaliitto

11:00 Morning Networking & Refreshment Break in the Exhibit Hall/Peeriosity Meeting Open for All Members in the Exhibit Hall

11:30 Networking Exercise Four: Results-Oriented

11:50 The Amazing Industry Horse Race: Live And InteractiveThundering Hooves Europe– Buyers, Sellers, Influencers Cut through the industry fluff and hear what’s really going in theoutsourcing industry - straight from the Horses mouth! Leadinganalyst firm, HfS Research, is staging the ultimate contest of unbridledwits and cunning, by challenging contestants from the very peaks ofthe outsourcing industry: those who buy it, those who provide it...and those who influence it. We’ll discuss the following issues:

• Why didn’t outsourcing “replace” shared services? • Do today’s organisations really function better once they’ve

outsourced key processes? • Are today’s organisations getting a lot of innovation from

outsourcing – and, if not, can they in the future? • What’s all the hype about Cloud computing, and will it really

impact outsourcing and shared services? • And where’s this all really going?

Are we on a race to the bottom, or somewhere else?

Your Host: Phil Fersht, Founder, Horses for Sources

Your Leading Outsourcing Buyers: John Transier, Vice President Finance, UnileverGraham Russell, VP Transaction Services, AstraZeneca

Your Leading Outsourcing Providers: Tiger Tyagarajan, COO, GenpactCheck website for updates

Your Leading Outsourcing InfluencersDeborah Kops, SourcingChangeEuan Davis, Horses for SourcesCheck website for updates

12:30 Lunch

Breaking through theHype: Cloud ComputingTakes SS to the Next LevelKrist Davood, CIO,Schiavello Group

Track E: Advanced Delivery

10:00 - 1:00 (Train will leave approx 9:00. Final details listed closer to the event)

Step Four

14

Q&Awith

SSON: What is the trend towards business partnering and how willthis start affecting the CFO?PP: This trend towards business partnering has been ongoing for manyyears now and different companies will be at different stages in theevolution of this model. To be successful the CFO has to regard himself asa business person with a finance background rather than a finance personwith an interest in the business. It also emphasises the importance of therole of the controller in ensuring that reporting is timely and accurate andthat an appropriate control framework is in place and operatingeffectively. Also, the roles of the other members of the corporate team,such as tax and treasury have become further enhanced.

SSON: How are you optimising the business performance?PP: Total connectivity with the business is essential and a clearunderstanding of the performance drivers, which have a focus on leadingindicators rather than lagging ones. The links between aspirations in theplanning, budgeting processes and detailed action plans have to beclearly established and progress monitored against them with correctiveaction taken in a pre-emptive way rather than in a reactive way.

SSON: Can you describe the new multi-faceted role of the financedirector? PP: This is one of the key challenges for the modern day CFO, who has tobe good at leading a talented team with the in-depth skillset required inthe specified areas, dependant on the size and complexity of the business.The CFO cannot be an expert in all areas and needs a quality team toensure that there are no gaps, while having sufficient appreciation of theissues to ensure that they are being appropriately addressed.

SSON: Are greater visibility and transparency being provided forkey decision-making processes?PP: Connectivity with the business and involvement at the start of thedecision making process are essential. Finance needs to provide thetemplate for decision making to ensure that they are taken with anappropriate level of analysis. Those working in finance at all levels need tomove beyond a view of a single 12 month period and create more focuson the future through rolling forecasts. This enables the longer termimpact of current decisions to be properly evaluated.

Phillip PriceCFO EuropeReader’s Digest

In December 2010, SSON's Online Editor, Niamh Byrne caught up with two of our eventspeakers. Excerpts are below. Visit the event website 'Download Centre' atwww.ssoweek.com for the full, unedited versions.

Q&Awith

SSON: Johannes can you describe your main role at Nokia Siemens Network?JG: I head the Supply Chain and Logistics in NSN comprising all activitiesaround order configuration and order management, local andinternational transportation, warehousing and distribution, sales andoperations planning, factory and supplier capability management andtrade compliance. There are currently 2,100 employees across 80 differentcountries working within the NSN Supply chain.

SSON: What's been 'the big market-wave' for Nokia Siemens Networks?JG: The telecommunication industry has changed significantly in the lastcouple of years, so we are challenged by significant competitive pressure,such as the arrival of Chinese competitors and the consolidation of bigplayers in the market. Traditional telecommunication companies likeNokia Siemens have had to reshape completely leading us to a very cost-competitive set-up. In recent years NSN has improved its cost position bybalancing value chain activities around the globe and developing highlycost competitive products. Bedside cost competitiveness, the major trendin the industry is moving away from a traditional “box” business toservice business - meaning customers are more interested in acquiringentire solutions and even outsourcing their network to a network supplier.This requires a much more end-to-end understanding of the entire valuechain of our customers.

SSON: Can you define what an effective Supply Chain BPO shouldlook like?JG: In our case we decided against the classical “Lift and Shift” approachof offshoring supply chain activities to an external partner. We developeda “transformational outsourcing” approach in which we outsource andtransform the processes in parallel with our chosen BPO Partner.Transformational outsourcing is not only focusing on the process piecegiven to the BPO Company but to transform the entire end-to-end

process. Using the IT and process redesign capabilities of the BPO partner, we are able to accelerate the transformation of the supply chain.Besides taking cost out of the value chain the major target of our projectis to improve the supply chain performance in terms of capability,reliability and speed.

SSON: What immediate value will outsourcing the supply chainadd to an organisation?JG: Firstly, through outsourcing, NSN has managed immediate costreduction on our supply chain and a significant contractually agreed costreduction for the next years. Secondly - we cannot underestimate thebenefit we have gained from our BPO partner from their IT background,in terms of process expertise and process re-engineering, demonstratingthat a BPO partner brings in process and IT knowledge which helps toaccelerate the transformation. Thirdly - we look at the 'catalyst' function,it takes huge change management to get those processes industrialisedand standardised and that is basically the target we are shooting for. Anexternal partner with a firm contract measured on KPI can be used as acatalyst to make that happen.

SSON: What do you see as the biggest opportunity for SupplyChain Outsourcing as an industry in 2011?JG: Classical outsourcing has been done in many cases when you considerIT, Finance and HR. Core processes like Supply Chain, Logistics andPurchasing require a different approach to outsourcing. BPO partnershave to evolve from being cost-cutting service providers to partners whoare able to transform processes together with the client. This is what I call“transformational outsourcing”. I predict that transformationaloutsourcing will provide significant growth prospects for BPO companiesin the next few years. Despite the small size of the market, growth rateswill be much higher compared to traditional outsourcing. In addition itoffers good opportunities for BPO companies to vertically climb up thevalue chain.

Johannes GilothHead of Supply Chain & Logistics, Nokia Siemens NetworksNokia Siemens Networks

Meet Philip Price at 9.15am on Tuesday 10th May, where he'll be

participating on a panel on “RegainingCompetitive Strategy Post Recession.”

Meet Johannes Giloth at9:55am, on Tuesday, 10thMay, where he’ll discuss

“Supply Chain BPO as thenext big wave.”

www.ssoweek.com +44 (0)207

• Excellence in Customer Service• Excellence in Culture Creation • Excellence In People & Communication • Excellence In Value Creation• Excellence In Improvement & Innovation

Important InformationRegarding Changes to YourAwards programme:

Introducing the All New &Improved Categories for the2011 SSON Awards:

Six years ago, SSON launched the BLUE SKY INNOVATION ROOM to tackle challenges unique toonly the most advanced SSOs. With changing times presenting new challenges for these truecentres of excellence, SSON has decided to revamp its Room to specifically address today’s mostpressing issues for the most mature programmes.

So what's changed?100% Relevant and At Your Level: More Exclusive & Extended Access Criteria. In line with theincreasing maturity of SSOs and in addition to the prerequisite 5+ years strategy and deliveryexperience necessary for membership, you must now also satisfy at least 3 of the following criteria:• SSO organisation size: 100+ seats (Captive or Outsourced) (1 point) • Scope of Activity: More than pure transactional (1 Point) or multifunctional responsibility (1 point) • Scope of Customer Base: Multinational (1 point) • Current practitioner in SSC/Sourcing (1 point)

How do I get involved?Due to the exclusive nature of the Blue Sky Leadership Forum, there are a limited number ofseats available in the Blue Sky Room, issues on a first come, first-serve basis after meeting theaforementioned criteria. When registering, please indicate that you would like to be considered.Contact naomi.secor@iqpc.com for more information.

(Part One: 1:30 – 2:00 • Part Two: 2:55 – 3:30) The “New Normal” for Shared Services & Sourcing – Likely Scenarios that will DeliverOngoing Business Value • Innovate: Continuous innovation leveraging process, technology and analytics capabilities to

deliver business value• Collaborate: We believe there are opportunities for SSCs to collaborate in select

processes/functions to improve efficiency and effectiveness as they compete for business andtalent with an outsourcing services partner

• Outsource: Several SSOs are having a harder look at why they would want to retain certainprocesses/services in-house when compared to the advantages of economies of scope andscale which a third party outsourcing services provider could bring to the table

• Captive/Asset Commercialisation Debate: Many of the businesses are re-assessing strategiesto continue with shared services or take this opportunity to shape up for the future by unlockingvalue through structured deals involving asset sale to BPO service providers

Abhinav Arya, Global Transition Manager, PearsonDan Foley, Business Services Director, Premiere Foods

(3:30 – 4:00) The Evolution of Knowledge: How KPO is Progressing to the Next Stage of Higher Value Add• What rewards can KPO bring to your organisation • Identify the approach to outsourcing “core” versus “non core” competency debate• Define the stages of outsourcing: Captive to BPO to managed service to KPO• Define the value

Tuesday, 10th May, 2011

Wednesday, 11th May, 2011

For Mature Buy Side Discussion

15

While our mission stays the same, to honor,recognise and promote both captive andoutsourced SSOs that demonstrate winningpractices, we want to make it easier for ourcommunity to enter. Everyone is encouraged toapply regardless of age, size, shape and model.

1. Introducing the “Excellence In” Series.We’ve crafted 5 new categories around thecore competencies of shared services andoutsourcing. We are no longer asking you toclaim your SSO as “best,” but rather enterinto the category in which you excel beyondthe normal.

2. Awards Activity Onsite: An All InclusiveCelebration. This year’s awards ceremony hasbeen worked into the main agenda of the2011 SSOW programme. At the conclusionof the sessions on Tuesday, 10th May, theAwards Ceremony will begin in the mainplenary room. Our judging faculty willrecognise each of the shortlisted candidatesfor their achievements “in excellence.” Thisceremony is followed by our cocktail hour inthe exhibit hall, followed by an evening BBQfor all attendees, followe d by theannouncement of our 2011 award winners.

3. Announcing the Brand New Personal Contribution to the Industry AwardThis year we’ve made some changes to our individual excellence award.While our mission stays the same - tohonor and recognise the one person whostands out above the rest, you need to tellus who’s impacted you in a BIG way.

WHO votes? Leader chosen 100% by thepublic. That’s right, no judging faculty onthis one. Since this person is beingrecognized for their influence over theentire community, it no longer makes senseto limit the voting to only a few.

WHAT makes them a candidate? Thisperson will have impacted the industryoutside of their standard role, going aboveand beyond pushing the boundaries ofinnovation and idea sharing. Buy or Sell Side,the ultimate decision will be left up to you.

WHEN to vote: Now. We are currentlyaccepting nominations.

WHERE will the winner be announced?During the Award Ceremony at the SSOWon Wednesday, May 10th.

WHY you need to vote: Because weknow that some of the industry’s mostdeserving are too modest to putthemselves forward.

HOW to nominate and/or vote: Onlineat www.ssoweek.com. Deadline forsubmissions is Wednesday, March 16.

Vote now online atwww.ssoweek.com/awards

ThePeople’sChoice

Attended the Events? If so, this room is for you!

Blue Sky Leadership ForumWhere today’s Shared Services andSourcing vision become tomorrow’s reality

Sessions run on Tuesday, 10thMay & Wednesday, 11th May

Strictly for Buy SideNo vendor access

(Part One: 12:10 - 12: 40 • Part Two: 1:40 – 2:15) Shared Services & Sourcing as an Asset in Supporting Innovation & Growth Shared Services have long been seen as a supporting unit for the rest of the business with limitedimpact outside of the bottom line. With core transition processing moving to external serviceproviders, what is the face of shared services as a business partner today?• How does shared services support innovation and growth?• How do SSOs innovate to impact the balance of the enterprise?• How do you re-define shared services from a transaction focus to a front-line operation?• What are the success factors that ss can adopt to increase innovation?

Philip Whelan, Head of European Business Service Centre, BP

(2:15 – 3:25) Outsourcing Governance: Driving Insight – not Oversight • Understand the latest in outsourcing trends and examine the factors which are increasing the

complexity of achieving optimal value from each relationship • Structure your governance operating model for best results – governing offshore services and

providers and determining the optimal level of investment you need after contract signing • Develop a framework for optimisation – a holistic assessment of the organisation, business

processes, currency of agreements and contract terms and conditions

John Hall, SVP Business Support, DSM

368 9300 enquire@iqpc.co.uk

Here’s How:

1. Visit the exhibit hall featuring the latest intechnology, advisory & business solutions.

2. Win cash & learn in the technology playground:our newly created demo drive let you witness firsthand, the latest offerings (Demo drive takes place onTuesday, 10th May @ 5:50)

3. Listen to the leading sell-side gurus you chose: G6 presents live on Tuesday, 10th May

4. HfS Live and Uncut: Raw, unedited and real. This Sell-Side game-show gives you all the facts and something to smile about.

5. Visit our library of vendor/client case studies,articles and whitepapers with your complimentary Pre-conference virtual meeting space powered by Peeriosity.

Do you know what new developments the vendor community are working on? Be in the know before, during & after the event with our exciting new partner activity

Demo Drives will show you how to:

Sell-Side Innovation at its finest, presented @SSOWVendor Market Update

Obtain Cost Savings up to 5-50% inyour P2P Process

Process high volumes of sales orders directly,saving over 17 minutes per order

16

Reduce DSO time due to earlyrecognition of incoming departments

Reduce TAT by 75%

A shift from company voice to individual personality adds weight and allows a franker discussion.

While our mission stays the same –providing an unbiased platform to counterend-user cynicism and confusionconcerning the growing complexity ofsourcing models and solutions – thanks toyour feedback, we’ve made somepositive changes.

What we heard from you was that weshould move away from everyone “votingin” their preferred suppliers and towards amore professional “nomination” system.

And we heard that “G8” were a few“G’s” too many – so we’ve reduced thegroup to six. G6 is now the new, improvedG8. All of the fire and brilliant insight – lessof the noise.

So here’s how we’ve changed: 1. Individuals NOT Companies.

This year it’s about the unique personalities and their voices, not aboutcompanies. You choose the top 6 sell-side industry “gurus” who youbelieve have personally made a difference in the shared services andsourcing community.

2. Neutral Chairmanship From Within the Community: Our newly appointed global chair brings years of shared services andsourcing expertise to the table: nothing gets past her.

3. 6 is the New 8. Conversation is most successful when all voices are heard and ample timeis allocated to each answer. We all know bigger is not necessarily better.It’s quality that counts.

Get Ready. The questions asked are provocative enough to rival thoseusually saved for coffee breaks, and the answers too - now that G6 faces canuse their own voice.

THE NEW FACE OF G8(‘6’ is the New ‘8’ – The Voices youChose, from the People you Want)

G6 Global Sourcing Think Tank

VOTE NOW online foryour G6 nominees

www.ssoweek.com/g6

Deborah Kops

www.ssoweek.com +44 (0)207

ADP - Automatic Data ProcessingInc. with nearly $9 billion in revenueand over 585,000 clients, is one of

the world's largest providers of businessoutsourcing solutions. Leveraging nearly 60 yearsof experience, ADP offer the widest range of HR,payroll, tax and benefits administration solutionsfrom a single source. ADP's easy-to-use solutionsfor employers to provide superior value toorganisations of all types and sizes. ADP is also aleading provider of integrated computingsolutions to auto, truck, motorcycle, marine andrecreational vehicle dealers throughout the world.www.adp.com

Capgemini, one of theworld's foremost providers ofconsulting, technology and

outsourcing services, enables its clients totransform and perform through technologies.Capgemini provides its clients with insights andcapabilities that boost their freedom to achievesuperior results through a unique way ofworking, the Collaborative BusinessExperience™. Capgemini’s expertise isrecognized in Business Process Outsourcing (BPO)with a solution portfolio that spans Finance &Accounting, Customer Care & Intelligence,Procurement Services, Management AssuranceServices, Human Resources and KnowledgeProcess Outsourcing services. For moreinformation, please visit:www.capgemini.com/bpo

Genpact is a global leader inbusiness process and

technology management, offering a broadportfolio of enterprise and industry-specificservices. The company manages over 4,000processes for more than 400 clients worldwide.Putting process in the forefront, Genpact couplesits deep process knowledge and insights withfocused IT capabilities, targeted analytics andpragmatic reengineering to delivercomprehensive solutions for clients. Lean and SixSigma are an integral part of Genpact’s cultureand Genpact views the management of businessprocesses as a science. Genpact has developedSmart Enterprise Processes (SEPSM), agroundbreaking, rigorously scientificmethodology for managing business processes,which focuses on optimising process effectivenessin addition to efficiency to deliver superiorbusiness outcomes. Services are seamlesslydelivered from a global network of centers tomeet a client’s business objectives, cultural andlanguage needs and cost reduction goals.www.genpact.com

Itella Information - Number oneinvoicing partner in Europe. ItellaInformation boosts the efficiency of

financial information flows and leads the way inelectronic invoicing in Europe. Our solutionsconcern the core of financial managementprocesses: handling outbound and inboundinvoices. Our services include solutions for theefficient processing of incoming invoices withinan organisation and, using state-of-the-arttechnology, the cost-efficient sending of invoicesin electronic or printed form. Our services arescaled according to your needs, from standardservices to full-scale business process outsourcing.

If necessary, all processes relating to sending andreceiving invoices can be submitted to Itella forhandling. Outsourcing not only enables costsavings, but also for more efficient processmanagement and transparency, when a singlepartner is in charge of your invoicing processes.Itella Information Oy, Keilaranta 13, 02150,Espoo, Finland, Tel: +358 20 452 3000www.itella.com/informationlogistics

TPI, as an independent, trusted advisor,provides realistic & proven sourcingsolutions. We have helped hundreds of

clients streamline complex operations, reduce thecost of support functions & achieve sustainableservice improvements. The hard-earned lessonsthat have forged our sourcing method ensurethat we provide a robust & impartial approach.TPI is the leader by every measure in providingtrusted industry knowledge to implementsubstantial & sustainable improvements insupport operations through the best combinationof outsourcing, offshoring, shared services &internal service optimisation. Visit us atwww.tpi.net

WNS is a leading globalbusiness process outsourcingcompany. Deep industry and

business process knowledge, a partnershipapproach, comprehensive service offerings and aproven track record enables WNS to deliverbusiness value to the world's leading companies.WNS is passionate about building a marketleading company valued by our clients,employees, business partners, investors andcommunities. www.wns.com

TCS is a leading global firm whosemission is to help customersachieve their business objectives, by

providing innovative, best-in-class consulting, ITsolutions & services. TCS works with clients livingvalues such as leading change, operating withintegrity, respect for the individual, striving forexcellence, learning & sharing so that clientsexperience certainty. As part of the Tata Group,TCS has a passionate commitment to developingthe communities in which we operate.www.tcs.com

Cognizant - Today's C-level leaders are pressuredto cut costs, tighten

controls & improve performance, withoutdisrupting internal organisations or customerrelationships. Fortunately, BPO has evolved. It'snow about partnering with trusted experts totransform key business processes - & reach thenext level of business advantage. We help yousave costs immediately, while making refinementsthat make businesses work smarter. With theright BPO partner, you can redirect valuableresources more efficiently & strategically. Turn tous & turn your internal resources into corecapabilities to differentiate & build your business.Our approach pairs process & system experts whounderstand your industry. The same team stayswith you across the entire lifecycle of businessprocess transformation - from planning &development, to replication & operation.With Cognizant, you have access to the best

17

2011 Sponsors & Exhibitors

368 9300 enquire@iqpc.co.uk

talent in the world, all dedicated to delivering theIT, consulting, infrastructure & business processoutsourcing services you need. Get the results yourbusiness demands with higher levels of continuity,accountability, intellectual - property protection.Get the partnership your business deserves.www.cognizant.com

ConQuaestor is the fastestgrowing independent advisory firmin the Netherlands that provides &implements innovative solutions

within Finance. Our focus is the CFO agenda & ourgoal is to deliver the best solutions to helpcompanies realise their strategic objectives.ConQuaestor works with the top companies withinIndustry, Financial Services & Public Services in theNetherlands supporting: Sourcing advisory, SSCstrategy & implementation, Corporate performancemanagement, Risk & Compliance activities, ITFinance recoveries, Finance process & systemimprovements, Reporting & informationmanagement. www.conquaestor.com

Hanse Orga International B.V.Finance Solutions in SAP. Are youlooking for innovative software

solutions to help your organisation anticipate thechallenges of regulatory control and compliance,SEPA, Faster Payments or getting a real time viewon improving your working capital? Would you liketo optimise your processes, save costs whilstpreserving investments in your SAP systems? HanseOrga, SAP Software Solution Partner with SAPcertified 'Finance Solution 4.0' shows you how! Asan official SAP Software Solution Partner, HanseOrga provides holistic SAP consulting services witha special focus on cash management, payment andbank reconciliation. All solution groups are certifiedas 'Finance Solution 4.0', an official confirmation ofthe high quality of Hanse Orga software solutions.The certification ensures that our solutions areseamlessly integrated in SAP, providing a standardand unique finance solution within your existingand known SAP environment. Companies like IBM,Philips, BMW and DuPont successfully use ourproducts in a shared services environment. Wekindly invite you to talk to us and identify how wecan help you stay ahead with our market leadingsolutions. www.hanseorga.com

Global Shared Service Centreschoose Brainware for OCR-basedintelligent data capture & search

solutions to exponentially improve control & driveprofit from transactional business processes. Takeyour SSC to the next level by increasing the speedat which you can access & process informationlocked in paper & electronic documents.Brainware’s solutions provide real-time visibility intoAccounts Payable, Order-to-Cash, FreightAccounting, Proof-of-Delivery, HR, & Remittanceprocessing. While virtually eliminating manual dataentry, Brainware quickly delivers accurate &validated information to SAP, Oracle, Lawson, JDEdwards, or other back-end systems for finalprocessing. To augment the efficiency with whichyou are able to input data into your transactionalsystems, Brainware’s unique approach to search &retrieval allows for context-based, high-speeddiscovery of enterprise information fromvoluminous files & repositories. For more info visitwww.brainware.com

Deloitte is a global leader inprofessional services with

115,000 professionals in more than 150countries.We draw upon a combination ofaudit, accounting, tax, consulting andcorporate financial services. This unique 360-degree perspective is what we call the DeloitteDifference. By applying this approach everyday, we provide greater value for the clientswe serve. Within the European ComplianceCentre – which is part of the Global TaxCosourcing Group of Deloitte - we focus onstatutory and tax compliance, shared servicecentre set-up including tax technology.www.deloitte.com

Clients from all industries haverelied on Intercomp GlobalServices since 1994 forstandardised multi-country

payroll services. We bring peace of mind,efficiency & cost savings to our clients withour centralised payroll model & platform. Inselected countries we provide additionalservices that include HR administration,accounting & professional employer services.Intercomp Global Services develops & runs itsown proprietary payroll software. Ourcentralised operations centre brings trueconsistency in global service delivery. We offera single contract, single SLA, single interface& single point of contact with tools that allcontribute to harmonised payroll acrossmultiple locations leading to a better bottomline. Regular internal & external audits supportour process & keep us keenly focused.Intercomp Global Services is SAS 70 type 2certified company.www.intercompglobal.com

As the world's fifth largestaccounting network, BDOInternational combines global

reach with strong personal relationships.That's what makes us different. BDOInternational has over 44,000 partners andstaff, over 1,000 offices operating in over 100countries and a worldwide fee income of US$5.1bn. Outsourcing International ComplianceServices With our extensive internationalnetwork, we help organisations manage localcompliance needs, anywhere in the world.We'll take care of the financial infrastructure,leaving you to do what you do best - run yourbusiness .Our market-leading local knowledge enablesus to provide support ranging from operatinglocal bank accounts, financial accounting,payroll and company secretarial administrationto local and international tax and corporatefinance advice. Most of our offices can alsoprovide cheque signing and local directorfacilities as well as advice on setting upbusiness in the most advantageous way.See www.bdo.uk.com for furtherinformation.

AirPlus Invapay is a groundbreaking partnership between theleading international provider of

business payment solutions, and the specialistin purchase to pay automation. TogetherAirPlus and Invapay pioneer a uniqueapproach to managing both private andpublic sector indirect spend. The partnershipholds a strong commitment to innovation,transparency and enhanced data quality. With

more than 33,000 corporate customersworldwide, AirPlus International is a globalleader in business payment solutions. AirPlushelps customers simplify their paymentmanagement through streamlined processes.The award winning product portfolioincluding the AirPlus Company Account,Corporate Cards and the InformationManager, as well as unique invoicing optionsand high-quality reporting and analysis.Invapay Payment Solutions providesautomated purchase to pay and accountspayable solutions to public and private sectororganisations delivering the control,compliance and essential reporting toolsrequired to run a streamlined, successful andcost effective operation. www.airplus.com

Lodestone is a globalmanagement consultancyemploying over 600

people, committed to designing anddelivering solutions that enable internationalcompanies to thrive in today’s complexbusiness environment. We help our clients todefine the measurable business benefits thatwe will achieve together, using our teams ofclient-focused consultants, who combine apassion for excellence with strong process,industry and SAP skills and deep experience oftransformational change in their industry. Ourclients are medium sized to large corporationsfor which we design, develop and implementsolutions which deliver measurable businessbenefits, for single processes, within a divisionor for the entire enterprise. Lodestone offersadvice on devising innovative businessoperating models, on optimising processesand on implementing new technologies. OurServices include Strategy and Business ProcessConsulting, Solution Definition, (turningestablished business strategies into pragmaticsolutions), Solution Implementation (byleveraging our expertise in the delivery ofcomplex, international programmes), ITTransformation (shaping IT to optimize itsability to deliver measurable value).www.lodestonemc.com

Chazey Partners brings together aunique wealth of expertise inimplementing and operating world

class Shared Services Organisations (SSOs)around the globe. We pride ourselves inhaving built, operated and turned aroundsome of the world’s most highly commendedand ground breaking Shared Serviceorganisations. Our experience spansnumerous Shared Service programmesglobally, delivered over the last 20 years. Weprovide advice, guidance, support andimplementation expertise, covering strategysetting, business case production, programmanagement, outsourcing assessment,process optimisation, technology enablement,training and change management. Ourfunctional breadth of experience in SharedServices includes Finance, HR, IT andProcurement. Because we are passionateShared Service practitioners, we care aboutyour success and deliver solutions relevant toyour business. www.chazeypartners.com

KPMG is a global network ofprofessional firms providingaudit, tax and advisory services.

The independent member firms of the KPMG

network are affiliated with KPMGInternational, a Swiss cooperative. Each KPMGfirm is a legally distinct and separate entityand describes itself as such.KPMG in Central and Eastern Europe (CEE)continues to build upon its success within theregion. In order to meet the needs ofinternational and regional clients, wecoordinate our various businesses across CEEin a unified operating structure. Sharedcentres of excellence and infrastructure helpto ensure a high level of client service in eachlocation and across the region.www.kpmg.hu

AMIDA - MIDA IS THEINSTITUTIONAL KEY PARTNERIN ANY INVESTMENT PROJECTIN MOROCCO

With its international network and a widerange of institutional partnerships with otherMoroccan government and private institutionsthroughout the country, MIDA offers a freeand professional public service to all investors.It is the point of entry to the Kingdom ofMorocco.THE AGENCY HAS 4 MAIN MISSIONS:• Suggest programmes aiming to develop

investments to the Moroccan government, • Launch communication campaigns

promoting investment opportunities as wellas increase Morocco consideration andpreference among foreign investors,

• Develop activity zones dedicated to theindustry, commerce and new technologiessectors,

• Ensure a prospecting plan for investors.www.invest.gov.ma

PRGX is a business analyticsfirm improving our clients'

financial performance via a combination ofaudit, analytics and advisory services. Our corecapabilities include data mining, procure-to-pay business process expertise, and ourknowledge of finance and procurementoperations. In 2011 our company willcelebrate 40 years since its creation in 1971.We work directly for companies with SharedService Centers as well as partner with SharedService providers.www.pgrx.com

Newgen SoftwareTechnologies Limited is themarket leader in Business Process

Management (BPM) and Enterprise ContentManagement (ECM), with a global footprintof about 750 installations in over 35countries. More than 100 of theseimplementations are large, mission-criticalsolutions deployed at world's leading BFSI,BPO and Fortune Global 500 companies.Newgen is recognised by distinguished analystfirms like Frost and Sullivan as A 'HotCompany to Watch for' in their global ECMMarket report, 2009. Newgen is also a winnerof the prestigious award, CNBC-TV18,“Emerging India Award 2008”. With HSBCand SAP investment, Newgen is one of therare product companies to have backing ofboth leading financial and technologycompanies of the world. Newgen’s QualitySystems are certified against ISO 9001:2008and Information Security Standard, ISO27001:2005. Newgen has been assessed atCMMI Level3. ww.newgensoft.com

Sponsors & Exhibitors...continued

18 www.ssoweek.com +44 (0)207

Municipality Szczecin -Szczecin, the capital of WestPomerania, the 7th biggest city

in Poland, a seaport situated in the NorthWest of Poland and a dynamic business centrewith direct foreign investment over USD1bn.Major investments: Sewdwood, Carlsberg,Norhaven, Stream International, Tieto Enator,BLStream, UniCredit, Coloplast or ArvatoServices. The only big city in the North ofPoland directly connected with WesternEurope through a network of motorways,located 130km from Berlin, 280km fromCopenhagen and 500km from Prague. Linkedto three international airports: Szczecin-Goleniów (40min from the centre of Szczecin)Berlin-Tegel (1h30min) and Berlin-Schoenefeld(1h 40min) which makes it a convenientoutsourcing location. Incentives:Governmental grants, EU funds, Local LabourOffice funds for equipment and training,possibility to open an investor related facultyon the local Universities.www.szczecin.eu/en

Why do internationalcompanies choose theexpertise of SD Worx? You

herewith trust a team of experts ininternational payroll services. And in additionyou are guaranteed state-of-the-art systemsthat can be easily integrated into yourorganisation. SD Worx is synonym for sixty years ofexpertise in payroll, tax and employment lawsand HR policy throughout Europe. Payroll andHR services must contribute to the results ofyour company. To achieve that SD Worx has aunique approach in which Payroll, Tax & Legaland HR are combined. That is precisely whyover 43,000 companies entrust each monthmore than 1,200,000 wage calculations to SDWorx. SD Worx provides solutions in the fieldof international employment in 24 Europeancountries, from its own branches and throughtop-quality partners. SD Worx is the thirdlargest HR provider in Europe and marketleader in Belgium. www.sdworx.com

Connolly Consulting - For over25 years, Connolly Consulting isthe recovery audit firm

delivering the highest recovery dollars possiblefor its clients, who as a result are 97%satisfied and 98% loyal. A privately - heldcompany with double digit annual revenuegrowth. Connolly shows excellent financialstability. The company has over 100 activeFortune 1000 clients. www.connolly.com

Kelly Outsourcing andConsulting is theOutsourcing and Consulting

Group of Fortune 500 human resourcessolutions provider, Kelly Services, Inc. KellyOutsourcing and Consulting is a global leaderin innovative talent management solutions inthe areas of Recruitment Process Outsourcing(RPO), Business Process Outsourcing(BPO),Contingent Workforce Outsourcing(CWO), Human Resources Consulting, CareerTransition and Organisational Effectiveness,and Executive Search. The RecruitmentProcess Outsourcing (RPO) practice is a globalleader in managing enterprise-wide talentacquisition process, sourcing & recruitmentsolutions. Since 1995, we have delivered best-

in-class talent acquisition processes andservices with a proven record of successthrough our experience in advanced sourcingtechniques, LEAN methodologies andrecruitment process design and management.www.kellyocg.com

Germany Trade & Investis the foreign trade andinward investment agency

of the Federal Republic of Germany. GermanyTrade & Invest’s mission is to promoteGermany as a location for industrial andtechnological investments and to identifyinvestors for the German market. As thelargest European market, Germany qualifiesfor both German and EMEA shared servicesand outsourcing projects with its highlyeducated workforce and a reliable coststructure. The German BPO market isgrowing; conservative estimates expect amarket volume of 32 billion in 2010.Germany Trade and Invest advises foreigncompanies looking to expand their businessactivities in the German market. Theorganisation provides comprehensive andclient-oriented economic and industry data.The promotion of economic activity inGermany’s new federal states, includingBerlin, also forms an integral part of theagency’s external trade and business locationmarketing remit. Germany Trade & Invest cancount upon an international network ofindustry analysts who support foreignbusinesses looking to establish a company inGermany. Our international team of expertsworks closely together with the GermanChamber Network. All inquiries relating toGermany as a business location are treatedconfidentially. All investment services andrelated publications are free of charge.www.gtai.com

OpenText, the globalleader in enterprise contentmanagement, helps

organisations manage and gain the true valueof their business content. Working with itscustomers and partners, OpenText bringstogether leading Content Experts™ to helporganisations capture and preserve corporatememory, increase brand equity, automateprocesses, mitigate risk, manage complianceand improve competitiveness. OpenText andMicrosoft® are committed to workingtogether to provide real business productsthat combine the power of the Microsoftplatform with OpenText’s deep understandingof the Enterprise Content Management (ECM)needs of large enterprises.www.opentext.com

Buck ConsultantsInternational is one ofEurope’s leading,

independent consultancy firms in the areas ofbusiness strategy, supply chain design &optimisation, location choice and corporatereal estate. This includes both strategicprojects as well as operational advice, all overEurope and the rest of the world. Specialisingin business strategy development, supplychain services, site selection and corporatereal estate advice, Buck ConsultantsInternational is a well recognised consultantfor international companies and corporateend-users. Our ambition is to provide you with

impartial, tailor-made and cost effective adviceand offer you the best possible, practicalsolutions to improve the performance of yourbusiness model, facilities network or real estateproject. www.bciglobal.com

The HackettGroup, a globalstrategic advisory

firm, is a leader in best practice advisory,benchmarking, and transformation consultingservices including strategy and operations,working capital management and globalisationadvice. Utilising best practices andimplementation insights from more than 4,000benchmarking engagements, executives use TheHackett Group’s empirically-based approach toquickly define and implement initiatives toenable world-class performance. Through its RELgroup, The Hackett Group offers working capitalsolutions focused on delivering significant cashflow improvements. Through its ArchstoneConsulting group, The Hackett Group offersStrategy and Operations in the Consumer andIndustrial Products, Pharmaceutical,Manufacturing and Financial Services industrysectors. Through its Hackett TechnologySolutions group, The Hackett Group offersbusiness application consulting services that helpmaximise returns on IT investments. The HackettGroup has worked with 2,700 majorcorporations and government agencies,including 97% of the Dow Jones Industrials,80% of the Fortune 100, 80% of the DAX 30and 49% of the FTSE 100. More information: Call +44 20 7398 9100; e-mail info@thehackettgroup.com; Visit:www.thehackettgroup.com

EquaTerra sourcing advisorshelp clients achieve

sustainable value in their IT and businessprocesses. Our advisors average more than 20years of industry experience and have supportedover 2000 transformation and outsourcingprojects across more than 60 countries.Supporting clients throughout the Americas,Europe, and Asia Pacific, we have deepfunctional knowledge in Finance andAccounting, HR, IT, Procurement and othercritical business processes. EquaTerra helpsclients achieve significant cost savings andprocess improvement with internaltransformation, shared services and outsourcingsolutions. www.equaterra.com

Hays - POWERING YOUR SERVICE CENTREWITH OUR EXPERTISETo find out more about Hays please visitwww.hays.com

INVEST LITHUANIAwww.businesslithuania.com

Invest Northern Irelandwww.investni.com

Sponsors & Exhibitors...continued

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Post: your booking form toIQPC Ltd. 129 Wilton Road, Victoria,London SW1 1JZ, United Kingdom

Amsterdam RAI

Europaplein 22Amsterdam, 1078 GZ, The NetherlandsTel: +31 20 549 1212 - Fax: +31 20 646 4469

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Payment Terms: Upon completion and return of the registrationform full payment is required no later than 5 business days fromthe date of invoice. Payment of invoices by means other than bycredit card, or purchase order (UK Plc and UK government bodiesonly) will be subject to a €65 (plus VAT) per delegate processingfee. Payment must be received prior to the conference date. Wereserve the right to refuse admission to the conference if paymenthas not been received.

IQPC Cancellation, Postponement and Substitution Policy:You may substitute delegates at any time by providing reasonableadvance notice to IQPC. For any cancellations received in writingnot less than eight (8) days prior to the conference, you willreceive a 90% credit to be used at another IQPC conference whichmust occur within one year from the date of issuance of suchcredit. An administration fee of 10% of the contract fee will beretained by IQPC for all permitted cancellations. No credit will beissued for any cancellations occurring within seven (7) days(inclusive) of the conference. In the event that IQPC cancels anevent for any reason, you will receive a credit for 100% of thecontract fee paid. You may use this credit for another IQPC eventto be mutually agreed with IQPC, which must occur within oneyear from the date of cancellation. In the event that IQPCpostpones an event for any reason and the delegate is unable orunwilling to attend in on the rescheduled date, you will receive acredit for 100% of the contract fee paid. You may use this creditfor another IQPC event to be mutually agreed with IQPC, whichmust occur within one year from the date of postponement.Except as specified above, no credits will be issued forcancellations. There are no refunds given under any circumstances.IQPC is not responsible for any loss or damage as a result of asubstitution, alteration or cancellation/postponement of an event.IQPC shall assume no liability whatsoever in the event thisconference is cancelled, rescheduled or postponed due to afortuitous event, Act of God, unforeseen occurrence or any otherevent that renders performance of this conference impracticable,illegal or impossible. For purposes of this clause, a fortuitous eventshall include, but not be limited to: war, fire, labour strike, extremeweather or other emergency. Please note that while speakers andtopics were confirmed at the time of publishing, circumstancesbeyond the control of the organisers may necessitate substitutions,alterations or cancellations of the speakers and/or topics. As such,IQPC reserves the right to alter or modify the advertised speakersand/or topics if necessary without any liability to you whatsoever.Any substitutions or alterations will be updated on our web pageas soon as possible.

Discounts: All ‘Early Bird’ Discounts require payment at time ofregistration and before the cut-off date in order to receive anydiscount. Any discounts offered whether by IQPC (including teamdiscounts) must also require payment at the time of registration.All discount offers cannot be combined with any other offer

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11th Annual European

9th – 11th May, 2011 • The Rai, Amsterdam, Netherlands

Prices & Discounts

End-User Non Members Only

*Please select type of workshop or site tour when booking.** Prices above exclude Dutch VAT at 19%. VAT Registration #: NL 8078 84 728 B01***For Public Sector and Government, please call us on +44 (0)20 7368 9300 for details on additional offers

Vendors & Outsourcers StandardPrice

Main Conference Days 1-3 (Workshop(s) & Site Tour(s) not included) €4,499+VAT

Site Tour(s) Only €1,199+VAT

Workshop(s) Only €1,199+VAT

SSONmemberssave an

extra 10%,off the

standardprices only

Accommodation: Overnight accommodation is notincluded in the registration fee. For information onaccommodation please visit www.ssoweek.com. Forfurther hotel options nearby, please visitwww.4cityhotels.com/amsterdam.html

Pay by Pay by Pay by Standard11th Feb 2011 11th Mar 2011 8th Apr 2011 Price

Main Conference Days 1-3 2 for 1

Save €800 Save €300(Workshop(s) & Site Tour(s) not included) €2,199+VAT €2,699+VAT €2,999+VAT

Site Tour(s) Only €899+VAT €899+VAT €899+VAT €899+VAT

Workshop(s) Only €899+VAT €899+VAT €899+VAT €899+VAT