SSOW Asia Brochure

www.ssweekasia.com

“ SSO Week is a market-leading event, where I can come face-to-face with shared services leaders and service providers who are actively pushing the Shared Services & outsourcing industry to the next level. I consider it essential networking for both myself and my local country teams in APAC, in terms of keeping abreast of the latest industry thinking and innovations” - Irina Chernousenko, Director Shared Services Transformation, Bottling Investments, S.A. COCA-COLA SERVICES N.V.

Roll out Global Business Services • Architect a Global Governance Structure • Harness the Cloud • Implement Hybrid Service Delivery • Achieve Greater Back-offi ce Agility • Leverage Business Services as a Vehicle for Talent • Optimise Productivity & Innovation through Centres of Excellence • Deliver Cost Profi t Optimisation and Operational Excellence

For more details about getting involved or to request the attendee list contact us at +65 6722 9388 or [email protected]

14th Asianh

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5 - 8 September, 2011 Marina Bay Sands, Singapore

Where the Shared Services and Sourcing World Shapes its Future

The one with the buy side…

Keep Me for Reference - I Contain:• World Class and Asian Benchmarking Metrics• Speaker Yearbook & Metrics• SSON’s Global Events Calendar 2011-12

Evolving from Conference to Community... 500+ VOICES / 1 SSO Week

Bangalore

Mumbai

Gurgaon

Chennai

Dalian

Shanghai

Beijing

Chengdu

Manila

Cebu

Penang

Kuala LumpurSingapore

Suzhou

Engage with SSON:

CONTENTSIntroduction to SSOW Asia 2011 2

Meet the Speakers: Who’s who on your 2011 agenda 3-5

Regional Metrics & Benchmarks: Tear out and keep for future reference 6

Your agenda for the Week 7-12

SSON Events Calendar & SSO Pro 13

G6 and SSON 2011 Excellence Awards 14

Sponsors & Exhibitors 15

g p

www.ssonetwork.com/linkedin/apac

www.facebook.com/ssonetwork

twitter.com/ssonetwork

What does operating an effective Shared Services strategy really mean to your business in 2011?

Is it about… Moving your SSO from being seen as a pure-play cost-centre to becoming a

value-adding revenue generator?

Achieving actual business outcomes through a refocus on end-result metrics and benefi ts realisation?

Landscaping a workforce delivery plan for the next 10 years to combat the demographic talent shift?

Stabilising, borrowing less, gaining agility and becoming more attractive to shareholders in an increasingly competitive market?

Ask any CFO/CIO/CPO/COO across Asia-Pacifi c today what this actually means to their business... and they’ll tell you it’s all of the above, plus a lot more.

Whatever your SSO’s major driver for 2011, you can be certain the impact will play a signifi cant role in the future of your business, and that all eyes are now on your next move.

We understand that for many of you, this is just business-as-usual. For over 60% of SSON members in APAC, you’re not exactly “new” to the practice of delivering lower costs and better services, whilst managing all manner of feedback and scrutiny (and possibly even some resistance!) from the business units.

That’s why this agenda focuses only on what IS new for you in 2011. Where are the real innovations being seen and tried inside SSOs today? And what new pressures are you reacting to and resolving inside your delivery centres across APAC, that you weren’t 12 months ago? Here’s just a snippet of what you told us is happening to you right now:

It’s all about the Hybrid – Yes, mixed-sourcing models have existed for some time, but 2011 has seen a MAJOR increase in uptake of captive-to-hybrid activity. Why? For some it’s leveraging further scale and cost-savings, but for others it’s all about lowering risk and focussing on value creation.

Fresh eyes on process re-design – Any way you cut it, smarter processes give you more working capital. As mature SSOs you know that better cash fl ow can often be of more benefi t to the business than even cost reduction. As a result, Global process ownership, real end-to-end analysis, Lean and Six Sigma methodologies are fi rmly back in the spotlight.

Revisiting the promise – As an established SSO, you may well be asking yourself if you’ve actually achieved what you set out to do 3-4 years ago? And we take a closer look at how to get back on track if not.

Global talent mobility and the great workforce shift – It’s happening. The West is ageing rapidly and companies are adapting their recruitment strategies around the newly qualifi ed labour markets expected to rise up across AsiaPac. SSOs are playing a major role as vehicles for talent – have you begun your 10 year mapping plan?

Global governance is back in vogue – With more new GBS structures being created in 2010/2011 than ever before, the question most of you are now asking is how to create a framework that harmonises processes, policies and technologies across multiple regions.

www.ssweekasia.com

The Shared Services & Outsourcing Network (SSON) is the largest and most established community of shared services and outsourcing professionals worldwide, with over 40,000 members.

www.ssonetwork.com

Sarah YeAsian Programme Director SSON

APAC ACTIVITY HUBBPO & SSC Delivery Centre Hubs across the Region

2

Applies to All models

Captive Centres

Outsourced Hybrid

Look out for the colour- coded sessions for all delivery models.

We have designed the agenda to clearly indicate (via a simple colour scheme) which sessions are most apt for different types of delivery models: Captive, Outsourced, Hybrid and Applies to All. Want to meet other organisations who are primarily outsourcing their functions, or looking to fi nd out more about how to make a hybrid model work for your organisation? Just join the relevant sessions to meet other like-minded individuals, who are operating in a similar way to your organisation. The colour scheme is outlined below:

Meet the 2011 Speakers....

Edward Hall VP & CFO Japan

Global SSO snapshot: • 1 centre in Costa Rica serving Americas and CHQ

in Michigan, USA (about 200 people), and one centre in Krakow, Poland serving all of Europe (about 120 people) which went live Spring 20 11

• Final site selection for Asia being made in May 2011, either KL or Dalian. Hiring in June 2011 (target of about 150 people).

Favourite quote: “Even if you are on the right track, you will get run over if you just sit there.” - Will Rogers

KP LauManaging Director

Most improved metrics: Reducing non-standard processes by 60%

Proudest accomplishment: Strong record in transition and onboarding of new companies

2011 focus / priority: Focus on Leadership, Operational Excellence and Branding.

Sanjay PatelSenior Director, Shared Business Services, Asia Pacifi c/Japan

Dates SS or Outsourcing Established: 2007

Markets served by SSC: 14 markets in the region from 3 centres in Singapore, China and Japan

Services offered by the SBS centres:

• Enterprise Portal & Support Services

• HR Services

• Transactional Services – Procure-to-pay, Order-to-Cash, Record-to-Report

• Managed Services – Travel, Card & Meeting Services

• Master Data Management & Analytics

2011 focus / priority: Outsourcing and process simplifi cation.

B SuryanarayananGroup CFO & Finance Director

SSC Established: 2006

Functions Delivered in SS or through Outsourcing: O2C, P2P, Accounting, Treasury, Audit, Compliance

Markets served by SSC or Outsourcing partner: USA, Canada, Brazil, UK, South Africa, Dubai, Indonesia, India, Pakistan, Vietnam, Singapore

ERP and tools used in SSC: SS kicked-off with diverse legacy system. Currently using Microsoft NAV.

Most improved metric in SSO: Productivity, across all aspects. Our sales, cash-fl ow tripled without any increase in SSO headcount.

Kristina Beckendorf Managing Director

Dates SSC Established: 2001

Number of centres: 6

Functions Delivered in SS: Transactional, rules-based, knowledge-based as well specialised voice-based processes.

Geographic remit: Global

Mohammed ZwayneDirector, Shared Services, Global Finance Services, Asia Pacifi c

Date SS established: 2008

Functions delivered in SS: Invoice-to-Pay, Invoice-to-Cash, Record-to-Report, T&E Audit

Number of centres: 2 (China & Manila).

David Keen, CEODEUTSCHE KNOWLEDGE SERVICES

DKS snapshot: Global hub for DB’s Finance function’s production activities, its information technology supporting Finance and for workfl ow development. It is also a key location for the bank’s global operations activities.

Time in SS Operation: 5 Years

Number of Centres: Two. Manila and Mumbai

Geographic Remit: Deutsche Bank operates in 74 countries across the globe, 65 of which are supported by DKS.

ERP Tools: Various versions of SAP R3, SAP BW, Essbase, COGNOS, Oracle PeopleSoft.

Sandeep DharCEO - Hindustan Global Service Centre

Dates SSC Established: Centre went live in May 2004

Centre Snapshot: Global services arm for Tesco worldwide with 4500 employees. Tesco is the fi rst major international retailer to have a fully owned support centre in India. The centre has grown from 500 employees initially to over 4500 employees now.

Functions Delivered in SS: IT, Business, Financial and Commercial aspects

3

Here’s a snapshot of some of the 50+ Speakers in the agenda. To read the full lineup, visit www.ssweekasia.com/speakers

Ken Madrid Group CFO & CEO Asia-Pacifi c

Most improved metric: Profi tably growing the Crown Group from 15 countries to 55.

2011 prediction: As corporate earnings growth slows, companies will refocus on cutting costs.

+65 6722 9388 [email protected]

Scott CelleyGroup Head Technology Service Management

Services provided: Technology service desk, security administration, remote desktop support, and application monitoring services to all Standard Chartered Bank locations globally

Number of Centres: Two captive centres in Malaysia and India.

Aditya KohliGroup Head of HR Service Delivery

Current responsibility: Managing HR operations across the globe for over 90,000 employees in 70+ countries.

Focus of the role: Develop a comprehensive HR operational strategy which improves effectiveness and effi ciency of the overall HR function. The role also focuses on HR Risk, Financials, Compliance and Transformation.

Vijay Chandrakant DoshiIndia Country Finance Leader; VP, Management information Shell

Career History: Set up the Royal Deutsche Shell Finance operation in Chennai from inception in 2007 and currently has 1400 FTE.

Functions Delivered in SS: A range of services including complex Business Intelligence, Management Information and Strategic Analysis.

Alison DyerDirector, CBS East Strategy, IT Centre

Proudest Accomplishment: Setting up and developing a GSK global IT Centre in Malaysia

2011 Priority: Development of the strategy for implementing core business services for GSK in India, China and APAC.

Jerry LimController, Corporate Shared Service

Proudest career achievement: Successfully set up and managed a Corporate COE Hub in a low cost centre.Most improved metrics: Cost reduction of 40%. Reduction of manual process by 50%Biggest Priority in 2011: World Class COE Hub / Continuous Improvement/Expand the model beyond Asia in 2011.

Saowalux PrasertwattanakulPh.D.Business Excellence Director, GFS

Biggest achievement: PTP, RTR, OTC are currently handled by GFS and there are more expansion plans to migrate Finance Planning and Analysis functions from each regional and Corporate to GFS to handle them in one global process.

Michael ZouroudisVP, Shared Services


Functions Delivered in SS or through Outsourcing: Finance, HR, Supply Chain Management

Number of centres: 1 (Sydney, Australia)

Markets served by SSC: Australia and New Caledonia ERP and tools used in SSC: SAP.

Liviano LacchiaVP HR Recruitment

Most Improved Metrics:

• Recruited 8,000 staff within 14 months for Galaxy Macau – latest resort opening May 15th 2011 by developing & leading talent attraction strategies

• Reduced cost of hire HKD2,500 per head, saving over HKD20 million across the GEG in 2010.

Martin AppelHead of APAC HR Services

Metrics and statistics on SSO: Payroll accuracy across 7 countries in Asia consistently above 99%.

Biggest priority for 2011: Increasing the value add scope of HR services by building capacity through productivity

Pearl of wisdom: There’s ALWAYS a better way.

Elaine KunkleGeneral Manager

Dates SS Established: 2004 in Manila for Asia Pacifi c Finance. North America added in 2007; Bratislava SSC began in 2006 for Europe

Functions Delivered in SS or through Outsourcing: Within SSC - Finance, Purchasing, Human Resources, IT (Governance), UA Outsourced - IT.

Indranil BhattacharyyaAccounting Controller, Intel Malaysia Shared Services Center (MSSC)


Functions Delivered in SS or through Outsourced function: Accounts Payable, Fixed Assets, General Ledger, Entity and Interco Accounting, Financial Reporting

Markets served (Geography): EMEA, IJKK, APAC.

Mark Philip C. GaluteraManaging Director for Philippine Operations DSM MANILA (AN AFFILIATE OF WHITE & CASE)

Dates SS Established: July of 2007 Functions Delivered in SS or through Outsourcing: Global Shared Services centre of White & CaseMarkets served by SSC: Finance, Information Technology, Human Resources, Knowledge Management, Marketing, and Legal Support, for the entire fi rm-wide network across the globe.

G.V. PrasadEVP, International Insurance SBU

Snapshot of AXA Business Services: Established in 1997, it is the Global Shared Services Centre of the AXA Group

Pearl of wisdom of SSC: Keep doing continuous “Health Checks” with your customers and do not rely purely on performance on Operational SLAs to determine the satisfaction your clients have in doing work with you.

Keizo IshikawaCFO

Most improved metric: Due to the restrictive labour laws in Japan, it was a huge achievement for Dow Corning to replace headcount by fi ve and also outsource reporting functions in 2005 Biggest global priority for 2011: Allocate team’s task allocation ratio from 60/40 to 70/30, where 60/70 represents strategic decision-making support, by outsourcing routine tasks to an external outsourced party.

Michael K.M. LeungSenior Vice President & Chief Information Offi cer

Career History: Over 30 years of local and international experience in information technology

Current Responsibility: Managing Bank’s IT functions in its entirety, and heads up operations planning, product support and corporate services departments of the Bank.

4

Angie LimCFO

Most improved metric: Improved cost of Finance as % of Revenue by 0.9% over last 3 years Biggest global priority in 2011: Continue to streamline processes and more use of automation tools to reap greater effi ciency Proudest achievement: Finance cost saved of ~$700K per year for supporting Australian clients out of low cost country.

Scott FortmannManaging Director, HR Asia Pacifi c

Current role: Responsible for all HR functions outside the U.S., including Asia

Biggest priority for 2011: Transitioning Intel to a computing solutions company

Proudest accomplishment: Growing the capability of Asia HR teams to enable business results.

John TeoCFO

Priority for 2011: Extract some real value by further streamlining backroom operations.

Current ERP Platform: SAP ECC 6.0.

Anupam KashivDirector BPO CoE India

Career History: Over 19 years of experience in the areas of manufacturing, supply chain, logistics, BPO, etc.

Cheah Kok HoongCIO

Career history: 20 years of experience across technology, business strategy, industry development and services globalisation including policy development for various large regional conglomeratesCurrent responsibility: Group Chief Information Offi cer (CIO) of The Sunway Group, the Director of Sunway Shared Services Centre as well as the Chief Executive Offi cer (CEO) of Sunway E-Systems Asia.

Alan DawsonDirector, Infrastructure and Service Architecture

Biggest Focus 2011: Delivering value to the Singapore Health services through improvements in record sharing and management.

Cloud Perception: Often over hyped and over sold. Cloud adoption needs to be driven by business requirements.

M K LiewDirector - HR & General Affairs

Most Improved Metric: Deployed Cloud Computing HRIS within 3 months of implementation using local in-country service provider

Goal for 2011: Besides Singapore, deployment to Indonesia and Thailand

Proud Achievement: Convinced management to implement Cloud computing.

Ashit MehraAssociated Director, SCS,GBS

Current responsibility: Leads Information Technology for Sales, Research & Development and Supply Chain, runs the newly established outsourced shared service for Customer Service.

Scott J. PrestonVP, Integrated Planning & Shared Services, Global Supply Chain

Focus for 2011: Deliver an Improved Service Experience at a Lower Cost

Proudest Career Achievement: Moving from the 16th most profi table region to 2nd in one year. Regardless of your role, the P&L is the ultimate scorecard.

Shrikant KrishanManaging Director, Global Chief Administrative Offi cer, Investments Business

Current responsibilities:

• Implementing strategic initiatives for the Global Investments business straddling the four Regions - Asia Pacifi c, EMEA, North America, & Latin America

• Ongoing analysis and monitoring of Financials within the business.

Gopalan NatarajanCFO, Global Supply Chain Management

Current Role: Leading the supply chain fi nance team for the Asia AMET region, working closely with the supply team in the region.

Abhilasha HansChief Service Offi cer, Customer Shared Services

Current role: Responsible for leading centrally outsourced operations across all Mobility, Telemedia and DTH to drive growth and business synergies.

Anand ShankaranChief People Offi cerALTIUM

My Priority for 2011: Relocate Altium’s corporate headquarters to China and establish a scalable World-Class R&D facility in Shanghai.

Proud Achievement: Transforming Altium’s business from a Sydney localised R&D facility to a global player in Electronics Design and Automation.

Narayan RamSenior General Manager & Head, Global Offshore Centre for IT and Process

Career History: Over 20 years experience, primarily in IT and Technology outsourcing.

Career Highlights: Playing a vital role in defi ning IS offshoring strategy & maintaining IS leadership through technology and process innovation within the Sony Group of Companies.

Hugo WalkinshawPrincipal

2011 focus / priority: How to use Shared Services as a catalyst for broader functional transformation, particularly in developing business partner capability and as a source of overall talent into the supporting functions in the business.

5

Data Provided By:

World Class Metrics

Data Provided By:

Regional Asia-Pacifi c Metrics

Metrics & Benchmarking

www.ssweekasia.com 6

SSON are delighted to share with you some of the latest World Class and Asian metrics and benchmarking data, made available to us by our partners at The Hackett Group and Proservartner.

• Lowering P2P process costs by 40%

• Producing greater than 19,000 invoice transactions per FTE per annum

• Slashing costs per invoice to $2.90

• Achieving 95% fi rst time match rate

• Hitting 96.5% payment on time

• Reduce end to end PO processing time to less than 5 minutes

• Reducing total payment cycle time to less than 9 days

• Reduce PO processing costs by up to 40%

• Cut vendor invoicing processing time by 50%

Procure-to-Pay

The Hackett Group Procurement Benchmark - 2011

• Averaging 35 DSO driven by payment terms with suppliers

• Boosting cash fl ow by 20% with working capital improvements

• Averaging 1.6 days delinquent on customer improvements

• Achieving 95% 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

Order-to-Cash

The Hackett Group Finance Benchmark - 2011

• Achieving less than a 4-day period-end closing

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

• Hitting a 40% or more reduction in audit fees

• Achieving over 50% of key controls automated and less than 1% operating with defi ciencies

• 42% of record-to-report FTEs in shared services

• Averaging 650 accounts per chart of accounts

Record-to-Report

The Hackett Group HR Benchmark – 2011

Metric Description WC 2011

Cost as % of spend 0.604%

FTEs per $B spend - Over all 46.71

Procurement ROI 12.70


Total FN cost as percent of revenue

0.627%

FTEs per Billion Of Revenue 44.81

What percent of the time is the analytical focus on proactive decision-making and planning rather than historical reporting?

59%


Cost per employee $1,612

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

• Enabling a fi nance span of control of 9

• 40% of overall fi nance function FTEs in shared services

• 0.333 separate instances of fi nancial applications per separate fi nance function

Overall Finance

• Empower employees to answer more than 80% of their own HR questions

• Reduce Finance attrition to 10%

• 0.333 separate instances of fi nancial applications per separate fi nance function

• Utilising 100% of allocated fi nance training days

HR & Development of People

Pre-conference Workshops & Site Tour 5th & 6th Sept, 2011

Centre Intro:Shared Business Services at Merck is a family of global, multifunctional services focused on the total service experience. The Regional Hub for SBS in Asia Pacifi c/Japan is based in Singapore with branches in China and Japan. The centres were established in 2008 and have grown over the years by adding new service offerings. Services offered by the SBS centres in the region include Procure-to-Pay, Order-to-Cash, Record-to-Report, Master Data Management, HR Shared Services,

Integrated Helpdesk, Travel, Meeting & Card, Employee Expense Management (T&E). All functional areas of the organisation work together to deliver business-focused solutions for the Asia Pacifi c/Japan market

Site Tour Facilitators:Sanjay Patel, Executive Director, AP & Japan Regional Services - MERCK Rob Ash, Director, Singapore Shared Services - MERCKTham Yuet Ling, Director, Singapore Shared Services - MERCK

Pre-conference Site Tour Monday, 5th Sept, 2011 • 9:30 am - 12:30 pm

Site Tour A: Merck Shared Business Services, Asia Pacifi c/Japan (Singapore) - Transport Included

Workshop A: P2P Focus: Vertical integration: Structuring global process standardisation and ownership to drive end-to-end achievementsIntel’s Global Accounting and Financial Services function has recently been awarded with the Intel Quality Award, an internal award the company gives to organisations that have consistently put into action the values of Discipline, Quality, Results Orientation, Customer Orientation, Risk Taking and Great Place to Work. Find out from this workshop on how the Intel Malaysia Shared Services Centre is steering towards end-to-end process excellence.• Driving Business Process Optimisation• Enhancing innovation through continuous Business Process Improvement • Demonstrating the benefi ts of standardisation and developing effective metrics• Confronting challenges and looking into the next phase of evolutionBattacharyya Indranil, Accounting Controller, Intel Malaysia Shared Service Centre (MSSC) - INTEL TECHNOLOGY SDN BHD

Workshop B: Performance Measurement & Customer Services:360 degree customer review: A proven approach to drive customer satisfaction.QUESTION: When was the last time you conducted a 360 degree survey on your customers and what were the results?The workshop offer an excellent platform to benchmark against DSM on techniques they used to achieve high customer satisfaction, an incredibly low attrition rate and a high effi ciency rating1. Attrition rate was at 0% in its fi rst year and remains at 1.25% for the 2010

performance year.2. DSM Utilisation rate is at an average effi ciency rating of 87% for the fi rm.Mark Philip C. Galutera, Managing Director for Philippine Operations - DSM MANILA (An affi liate of White & Case)

Workshop C: Change management:Conducting effective change management - A Big Bang Approach: ERP and Shared Services RealisationThis session will provide lessons on how effective use of change management tools allowed a large multi-national company in the region to successfully roll out a standard ERP platform coupled with Shared Services realisation in under a year. Topics covered will include:• Overview of Change, Communication & Training (CCT) Approach• Change Management Plan • Stakeholder Management• Communication Approach & Plans• Change Impact Assessment• Organisation Alignment • Role Mapping • Training & Performance Support• Business ReadinessSanjay Patel, Senior Director Shared Business Services, Asia Pacifi c/Japan - MERCK

Workshop D: Starting your Journey:Shared Services 101 - What to know before you start: How to pre-plan for Shared Service migration and strategy designAs Shared Services has expanded and matured, the opportunities and options for practitioners have also greatly increased. What should it look like? What should you do to continually achieve service excellence and meet the continual changes and expectations of your stakeholders?This interactive workshop has been designed to take both complete beginners and those who are in their fi rst three years of implementing Shared Services and will look at key decision points and critical success factors for all SSO’s:• Introduction to the Shared Service concept and the initial business case • Obtaining buy-in for the Shared Services value proposition• Realistic performance expectations, in the fi rst three years of implementation• Developing a tailored implementation roadmap• Selecting the right technology• Shared Services model design (after implementation)• SLA design, negotiation and governance model; Key Performance Indicators• Pricing Model for recharging costs back to your business partners• Attracting the right people for your SSO• Developing core areas to ensure continual success by being able to manage and

successfully implement change• Adding new services to your SSO: fi rst things fi rstMichael Zouroudis, VP Shared Services - ABB AUSTRALIA

Workshop E: Shared Services for SME:Utilising Cloud Computing to roll out Shared Services for a small-scale operationFor smaller companies with less IT budget, Cloud represents a really interesting alternative to leveraging IT scale at lower costs. Having just adopted the Cloud computing for the Human Resources function, the workshop leader Meow Koon will share with you their journey of using Cloud applications. This solution has been deployed in ITOCHU Singapore and Indonesia and they eventually plan to roll it out eventually to other countries in Asia. The project took about three months to deploy, from contract signing to the actual ‘GO LIVE’.Liew Meow Koon, Human Resource and General Affairs Division Director - ITOCHU SINGAPORE

Workshop G: Synergy between SSO and Business Partners:Designing the most effective retained organisation in the context of Shared Services and Outsourcing• Critical success factors for an effective organisational design in the

context of Shared Services or Outsourcing • Establishing the governance layer• A top-down design approach in the retained organisation• Measuring and monitoring the outcomeAnand Shankaran, Chief People Offi cer - ALTIUM LTD

Workshop H: Outsourcing Focus: Win/Win Governance:Creating a sustainable governance model in outsourcing with a strong engagement relationshipsSimon Wray, Director, Group Offshoring Business Development - UBSFinding a way to do it better: Evolving approaches to engaging outsourcing partners and moving towards CoEAbhilasha Hans, Chief Service Offi cer, Customer Shared Services - BHARTI AIRTEL

+65 6722 9388 [email protected] 7

Workshop F: Expansion & Value Creation:Pushing the geographic boundaries and mastering cross-border operations• Enhancing technology platforms• Facilitating process migration• Mastering local legislation and overcoming challengesElaine Kunkle, General Manager Henkel Asia Pacifi c Shared Services Centre - HENKEL

Becoming an intelligent enterprise: Capitalising the business intelligence aspect of service delivery to support better business decisionsMoving beyond transactional process based services. Motorola corporate Shared Service centre provides knowledge-based services such as treasury, corporate tax, budgetary planning and so on. In the session Jerry will share the secret behind Motorola’s recipe for successJerry Lim, Controller, Corporate Shared Service - MOTOROLA SOLUTIONS

ementation

e Indicdicatoatorsrs

0-3 Years?Book This!

Pre-conference Workshops Tuesday, 6th Sept, 2011 • 8:30 – 10:30 am (Please Choose One)

2nd Session of Pre-conference Workshops Tuesday, 6th Sept, 2011 • 10:45 – 12:45 am (Please Choose One)

Agenda 2011

8 www.ssweekasia.com

1:00 Registration

2.00 Welcome Remarks: Sarah Ye, Asia Programme Director, SSON

2.10 Chairman’s Opening: Hugo Walkinshaw, Principal, DELOITTE

2.20 Where are we at? Global trends across the Shared Services & Outsourcing industry in 2011

• Shifting geography & demographic pattern in the SSON community • Latest adoption trends in technology implementations • Multi-functional vs. single-functional shift & process evolution

Emma Beaumont, Global Head of Events, SSON

2.45 Global mobility & talent tectonics: What the shifting workforce demographic really means for the SSO landscape in Asia

2020 is less than a decade away, and the future business world will be markedly different from that of today. A radical alteration in global workforce populations is already underway. The West is ageing and new emerging markets have contributed to a signifi cant increase in the need for companies to mobilise and source talent from all around the world. How is this translated into the agenda for the top executives in the region? What does it mean for SSO strategies over the next 3, 5, or 10 years?

• New demographics are shaping a change in recruitment behaviour • Skills-based value propositions are appearing in emerging locations • Surged interest in creating a more diverse, virtual workforce

Jeff Russell, Director of Research Operations, Duke Offshoring Research Network, THE FUQUA SCHOOL OF BUSINESS

3:25 Architecting a global governance structure in the wake of economic recovery: How to remain stable in a volatile world!

It’s not about running faster; it’s about changing how you run! Globally, Shared Services has evolved signifi cantly over the last decade, and has matured beyond the pioneer phase to enter the ‘consolidation & re-engineering’ phase. Transforming SSC into Global Business Services model with refi ned Global Governance Structure and simplifi ed Global Processes Standardisation have been put on the spot to fully release the value of SSC. As companies expand their operations and subsequent shared services footprint in terms of geography and services the governance model, and processes, must adapt to the changing environment and new competitive realities. The session will share with you what a successful GBS governance structure looks like, which key elements are to be re-engineered and what are the key milestones to be emphasised to optimise the existing SSC portfolio.

Anirvan Sen, Global OBO Project and Strategy Leader, GE GLOBAL BUSINESS SERVICES

4.05 Brand New Structured Networking: Evolving From Conference to Community: Step One

Chief Networking Offi cer (CNO) Doug Spence will facilitate the networking element of the SSOW. Witness revolutionary tactics and exercises designed to get the entire crowd interacting.

Networking Exercise One: Real Relationships Based on People Styles

4.45 Networking & Refreshment Break

5.15 Flex and tone: Achieving greater back-offi ce agility through operating a hybrid service delivery model

As the delivery of back-offi ce services matures, the trend for evolving into a hybrid model has been gaining critical momentum across Asia, as a method to reduce cost, and gain capacity and capability benefi ts. Though both captive and outsourced operations can co-exist in driving process optimisation and agility, there are combined approaches to delivery in regards to value creation and risk management.

• The evolution of the hybrid “new normal’ • The ever-developing hybrid service delivery model • Building the business case for change Sakuntala Rao, Vice President – F&A Practice, IBM Ashit Mehra, Asia GBS RPCS Associate Director, P&G

5:45 Embracing services delivery mechanisms as a vehicle for talent: Driving leadership across your business

Your people remain the ultimate weapon to sustaining competitive advantage and value for your business partners. As centres are becoming increasingly recognised as the “people and knowledge hub” of the business, talent management strategies throughout functions are now increasingly driven from the SSO. How can you best leverage this new positioning inside your business to achieve results? What approaches you are taking to RIGHT-FIT talent and how are you retaining and motivating employees? This session will assess what are the best approaches out there and how they can be applied in your business:

• Talent sourcing and fl ow • Talent retention and motivation: Managing back out into the business • Tailored training to boost productivity and add value to business and

employee needs • Knowledge retention and transfer • Leadership programme for mid level management • Pipeline development: Using the centre as the fi rst stop for internal

recruitment Michael Zouroudis, VP, Shared Services, ABB AUSTRALIA Sanjay Patel, Executive Director, AP & Japan Regional Services, MERCK Sakuntala Rao, Vice President – F&A Practice, IBM

6.30 Welcome Reception

Day One Main Conference Tuesday 6th Sept, 2011

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“Asia Shared Services and Outsourcing Week is an event that we all look forward to, an exciting experience where you both learn from and enjoy meeting with your peers” - Angelo Dennis Matutina, Senior Vice President, Union Bank of Philippines

“This event was my fi rst direct exposure to SSCs and BPO and it was most certainly very eye opening, jam-packed with loads of useful info”- Annabelle Tan, Project Manager, Fuji Xerox Asia Pacifi c

8.45 Chairman’s Remarks: Hugo Walkinshaw, Principal, DELOITTE

9:00 Making your investment go further: Smart tech tips for savvy shoppers maximising ROI by leveraging existing technology

Many organisations invest huge amounts in the initial outlay of their service delivery models through the purchase of technology to streamline decision-making and automate processes. However, when thinking about moving to the next phase of growth, the obvious choice is usually to supplement existing technology with new and improved solutions. But what about developing techniques to stretch the capabilities of the systems that you already have?

9.30 Inside the mind of a CFO: How should Finance Transformation be approached to enhance overall business performance?

• Redefi ning the CFO’s role in 2011: The trends towards business partnering and how this is affecting the board-room agenda

• What role and impact does FT play in a volatile economic period? • Delivering local compliance across a global business • How are you transforming your Finance operations to boost the bottom-line • How much topline infl uence do you see your Finance operations having?Moderator: Hugo Walkinshaw, Principal, DELOITTE Panelists: Keizo Ishikawa, CFO, DOW CORNING TORAY JAPAN Edward Hall, Corporate VP & CFO, AMWAY JAPAN Angie Lim, CFO, JONES LANG LASALLEMalcolm Smith, CFO, FONTERRA SINGAPORE B Suryanarayanan, Group CFO & Finance Director, MINDTRAC SINGAPORE

10.10 Re-engineering back-offi ce work processes to fuel growth - Implementing strategic & innovative documentation outsourcing for greater cost reduction and effi ciency improvements

Kameyama Yoshinori, Director, Global Account & Managed Services Division, CANON ASIA PACIFIC

10.40 Network Exercises with SSON’s Chief Networking Offi cer: Step Two


11.20 Connecting to the Cloud: How much do the numbers stack up against the perceived risk?

Everyone seems to be talking about the cloud in the SSC & BPO world. But what is it? Is it presenting us with game-changing business opportunities? Or will it be as disruptive an element during the next fi ve years, as labour arbitrage was during the past fi ve? For some Cloud is just the answer they were looking for to combat increasing IT investment costs; for others security and compliance are still a real concern. Come join this live and interactive industry debate. Explore the realities of embarking on the Cloud journey and what benefi ts and risks you need to be aware of, moving forward.

Michael Leung, CIO, CHINA CONSTRUCTION BANK Cheah Kok Hoong, CIO, SUNWAY HOLDINGS Alan Dawson, Director, Infrastructure and Service Architecture,

MOH HOLDINGS

12.00 Taking care of business: How designing and maintaining cultural harmony pays dividends inside simple and complex delivery models

As Winner of the SSON’s 2011 Personal Contribution to the Industry award for Australia, Asheesh Mehra isn’t one to under-estimate the powerful impact that strong leadership and a robust cultural environment has on winning results. Taking care of people increases productivity - full stop. Infosys get that entirely - it’s a mantra for their business and Asheesh will moderate this dynamic discussion between practitioners from different delivery models (captive, hybrid and outsourced) to get to the bottom of what differences, if any, they each are taking in their approach to leadership and culture.

Asheesh Mehra, Head of BPO, Asia Pacifi c, Japan and Middle East, INFOSYS

12.30 Luncheon

1.30 G6 VISIONARIES 2011: GLOBAL SOURCING THINK TANK (ASIA CHAPTER)

Six is the new eight! Identifying who to listen to has just become easier - learn what your chosen thought leaders from the sell side have to say as 6 pioneering sourcing strategists shape a common industry agenda.

2:30 Stream Sessions Begin Captive: YELLOW Hybrid: BLUE Outsourced: PINK Applies to All models: GREY

Day Two Main Conference Wednesday, 7th Sept, 2011

PLANNING & LAUNCHING STREAMLINING & SCOPE EXPANSION ADVANCING, VALUE CREATION AND INNOVATION

2:40 What’s worked and what hasn’t - Defi ning a best-fi t sourcing model with a thorough comparison of various operating modelsAcross various functions, today’s managers are confronted with a sometimes overwhelming array of choices for how to get things done. Whether captive or with an external partner, onshore or offshore, there are choices available for every fi rm, all of them operationally feasible. So how does a company craft a strategy for obtaining the services that it needs? Which decision factors should it weight more heavily? Does every region the fi rm operates in need to follow the same strategy? In this presentation, several operating model options will be discussed with a focus on key considerations for different functional areas and the company as a whole.Edward Hall, Corporate VP & CFO, AMWAY JAPAN

Sizing up the hybrid approach: Optimising how shared services & outsourcing can work together in your service delivery model• Key considerations for fi rst-stage BPO migration • Transitioning from pure captive to hybrid • Developing metrics and governance structure • Achieving operational excellence Liow Zen Pin, General Manager, IBM Global Process Services, Greater China, IBM

PANEL DISCUSSION: Delivering upstream value through Shared Services to support better business decisions• NEXT GENERATION - GBS, Hybrid, Process

Ownership, Operational Excellence• Incorporating technology to gain optimum

results: Cost, ROI and potential? • Beyond transaction - Acting as both business

operator and business analyst Murali Subrahmanyam, Managing Director & Chief Administrative Offi cer, NOMURA SERVICESKristina Beckendorf, Managing Director, MAERSK GLOBAL SHARED SERVICES David Keen, CEO, DEUTSCHE KNOWLEDGE SERVICES

3.20 Lift & shift or shift & lift? Developing a solid transformation strategy and ensuring sound change management before going for Shared Services or outsourcing In achieving the transition to an outsourced or SS centre, two broadly distinct transition models “lift & shift” or “shift & lift” can be identifi ed. Whichever model your organisation chooses, the transition would only fail without adequate processes and suffi cient investment in people and technology.

Developing an effective talent acquisition and retention strategyHow can HR provide the SSO with the appropriate processes, actions, and training to enhance employee motivation and ability to retain key personnel during times of change and skill shortage? Ongoing change, business growth, adding new services to your SSO, and the continual raising of deliverables from your stakeholders has made it imperative to have a highly motivated and experienced team, in order to ensure ongoing success. As we are all currently experiencing a skill shortage, your own key performers are becoming prime targets from your competitors.

CONTINUED

Driving better business partnering: Understanding what’s expected from you and how to deliver it • Adjusting the operating model in line with

business growth• Evaluate the ability of your centre to engage

support from various business stakeholders

+65 6722 9388 [email protected] 9

4:00 Tech Demo Drive + Networking Break - Your chance to win thousands of dollars in CASH! How Does this Work? Based on the feedback from previous years that you didn’t get enough

of an opportunity to quickly and effectively asses all the solutions available in the exhibit hall. This is your chance to evaluate what’s new in the market.

It’s also your chance to win cold, hard cash… so pick up a Test Drive Card from the registration table, grab a coffee and start visiting the designated booths in the hall. After discovering more about the latest solutions at that booth, get your card stamped and then move on to

the next booth. Hand in your Test Drive Card to an SSON staff member by 12pm on 8 September to enter the Lucky Draw. Remember, in order to be eligible for the Cash Prize Lucky Draw, you must visit all the designated booths and get your card completely stamped.

5:00 Stream Sessions Continue

HR TRANSFORMATION FINANCE TRANSFORMATION IT TRANSFORMATION

5.00 Panel Discussion: Chief People Offi cer Spotlight: Executing a successful board-driven HR transformation and linking the C-Suite’s demand for a Strategic HR “partner”The session will discuss how the HR role has been evolving against the increasing emphasis on business-driven HR transformation. And how to overcome challenges to build up a business case for this kind of transformation plan, and link HR with demands from the C-Suite. Sreekanth AK, Former SVP, Global HR Operations & HR Business Partner, CA TECHNOLOGIES Scott Fortmann, Managing Director, HR ASIA PACIFIC – INTELAnand Shankaran, Chief People Offi cer, ALTIUM LTD

Panel Discussion: Lights out in Finance operations: Creating Finance transformation strategy and overcoming the challenges facing CFOs • Determining the best strategy for your fi nance

transformation • Streamlining process in a small-medium scale

environment Suryanarayanan Balasubramanian, Group Chief Financial Offi cer, MINDTRAC SINGAPOREJohn Teo, CFO, SINGAPORE POOLS

Cloud Computing: Are you ready for it? – Planning and deploying BEST-FIT architecture to leverage cloud-based IT solutionsAlan Dawson, Director, Infrastructure and Service Architecture, MOH HOLDINGS

5:40 Closer to the business partners – Supporting front-line business through Centre of Excellence • What does having a Centre of Excellence mean

for your business? • Aligning strategic business objectives with the

CoE• Realising the full potential of HR services

through CoEMartin Appel, Head of APAC HR Services, BANK OF AMERICA MERRILL LYNCH

Developing CoE to accelerate the delivery strategy and optimise delivery performance • The bill for skills? Smart partnering with

outsourcing partners• Achieving delivery excellence through CoE

programs • Developing a change management framework

to accelerate the delivery strategy and scaling up outsourcing remit

Anupam Kashiv, Director BPO CoE India, KRAFT FOODS

Panel Discussion: Deploying a robust IT Service delivery model to support the changing needs of business• Developing an explicit alignment of business and

IT strategy• Budgeting and funding an IT transformation

program • In-house, outsourcing or hybrid: Architecting a

best-fi t model Scott Celley, Group Head Technology Service Management, STANDARD CHARTERED BANK Alison Dyer, Director, CBS East Strategy, IT Centre, GLAXOSMITHKLINE

6.20 SSON Excellence Awards Celebration Shared Services & Outsourcing Excellence Awards While our mission stays the same, to honour, recognise and promote

both captive and outsourced SSOs that demonstrate winning practices, we want to make it easier for you to enter. Everyone is encouraged to apply regardless of age, size, shape and model. Introducing the “Excellence In” Series: SSON have crafted 5 new categories around the core competencies of shared services and outsourcing. We are no longer asking you to claim your delivery centre/s as “best,” but rather enter into the category in which you excel beyond the normal. The ceremony will begin in the main plenary room. Our judging faculty will recognize each of the shortlisted candidates for their achievements “in excellence” followed by the announcement of our 2011 award winners. This ceremony is followed by an evening BBQ for all attendees.

Here Are the Brand New “Excellence In” Categories for the 2011 SSON Awards

• Excellence in Customer Service • Excellence in Culture Creation • Excellence in People and Communications • Excellence in Value Creation • Excellence in Improvement & Innovation • Personal Contribution to the Industry For more information or to apply for one or more of these categories,

please email [email protected]

7.00 Networking BBQ Following the announcement of the 2011 award winners, there will be

an evening BBQ for all attendees of SSOW.

www.ssweekasia.com 10

MID-MARKET SPECIAL FOCUS

Day Two continued... PLANNING & LAUNCHING CONTINUED STREAMLINING & SCOPE EXPANSION

CONTINUEDADVANCING, VALUE CREATION AND

INNOVATION CONTINUED

3.20 With decades of experience in outsourcing fi rms, consulting services and captive SS, Mohammed will share what could be the best approach to rationalise the two transition models, and most critically, what defi nes adequate preparation beforehand.Mohammed Zwayne, Director, Shared Services, Global Finance Services, Asia Pacifi c, JOHNSON & JOHNSON

What can you do to strengthen your “people strategy”:• Attract and retain good performers, though

talent acquisition strategy• Measuring employee motivation• Driving, building and nurturing core

competencies of employees • Developing cross-skills and establishing the right

career path strategies • Remuneration and benefi ts to fi t a successful teamMichael Zouroudis, VP, Shared Services , ABB AUSTRALIA

• Ensuring delivery quality and excellent customer services

Kristina Beckendorf, Managing Director, MAERSK GLOBAL SHARED SERVICES

+65 6722 9388 [email protected]

Day Three Main Conference Thursday, 8th Sept 2011 8.45 Chairman’s Remarks

Hugo Walkinshaw, Principal, DELOITTE

9.00 Revisiting the promise: A new dimension of operational excellence in risk reduction, fl exibility, strategic alignment, cost effi ciency and greater scalability - Have I delivered what I set out to achieve?

Much has been said about the benefi ts and the role of shared services in the transition of back-end offi ce agility, but, have the benefi ts expected from the transformation been realised? Despite the initial driver in implementing SSO, being strategic or tactical, a 360 degree full-range health-check is needed before you move up to the next step. Take a step-back, and let’s talk about operational excellence – a new dimension of value proposition.Vijay Chandrakant Doshi, India Country Finance Leader; VP, Management information Shell, SHELL BUSINESS SERVICE CENTRE

Sandeep Dhar, CEO, Hindustan Global Service Centre, TESCO

12:30 When disaster strikes: Designing a solid business continuity plan that delivers when it counts most

Regardless of whether you are a starter or a mature player, there are always risks, especially when there are signifi cant changes such as delivery restructure, cross-border operation expansion, new-services migration, and so on. This session gives an exclusive insight into what happened after a disaster recovery strategy had to be executed. Murali Subrahmanyam, Managing Director & Chief Administrative Offi cer, NOMURA SERVICESKristina Beckendorf, Managing Director, MAERSK GLOBAL SHARED SERVICES

9.40 My life as a CXO: Creating synergy, driving value and looking beyond

If you’re an inspirational individual at the top of your game, there’s nowhere better to be than in this visionary session to learn how these leaders are winning in this volatile economy and the solutions they are using to drive business agility.

CEO & CFO: Ken Madrid: CEO Asia Pacifi c & Group CFO worldwide, CROWN WORLDWIDE

CFO: Colin Sampson, SVP & CFO, SAP CEO: David Keen, CEO, DEUTSCHE KNOWLEDGE SERVICES CAO: Shrikant Krishan, Managing Director, Global Chief

Administrative Offi cer, Investments Business , CITI PRIVATE BANK COO: Raghuram Muthukrishnan, Chief Operating Offi cer -- IES

Asia Pacifi c, DEUTSCHE BANK AG

10.20 Networking Exercise with SSON’s Chief Networking Offi cer: Step Three


11:10 Stream Sessions Begin

1.10 Gala lunch & big prize give away: Thousands of dollars worth of prizes (NOTE: You have to be in the room to win)

2.10 Conference Close

HR TRANSFORMATION FINANCE TRANSFORMATION MULTI-FUNCTIONAL APPROACH

11:10 Double-E effect! Operating an effi cient & effective HR services under a globalised service model It’s not just about achieving effi ciency but about achieving a perfect combination of “Effi ciency & Effectiveness” – how does an HR operation create an ecosystem to deliver to business in a faster & better structured manner? Managing a 90,000 headcount globally, Standard Chartered Bank HR has rolled out a strong global service model which drives services to be a more responsive to front-line business and to be a real HR Business Partner.Aditya Kohli, Group Head of HR Service Delivery, STANDARD CHARTERED BANK

Finance & Supply Chain Integration Part OneProcurement outsourcing – Enabling your Supply Chain to stay ahead of the game Procurement is increasingly considered as a strategic capability to outperform competitors. The current economy has presented opportunities for procurement leaders to reduce costs while improving effi ciencies and moving beyond the function’s traditional boundaries. One of the ready-made solutions is procurement outsourcing. The challenges of ensuring an effective procurement outsourcing management plan lies in the readiness and preparation of outsource process. Gopalan Natarajan, CFO, Global Supply Chain Management, UNILEVER

Multi-tower delivery: Expanding the scope of your delivery and ensuring Operational Excellence • Designing the BEST-FIT governance & delivery

model in your multi-functional centre• It’s about people again: Integrated talent

solutions in multi-functional centre KP Lau, Managing Director, Shared Services AP, BASF

11:50 Creating a competitive recruitment Centre of Excellence with lowered cost and improved effi ciency Often, when a new HR Director comes to the organisation, the recruitment process is always the fi rst item on the list to bring new ideas and improvements. Liviano from Galaxy will share with you how he has created and developed a successful recruitment CoE at Galaxy. This is what he will cover: Recruiting 8,000 staff within 14 months by developing and leading talent attraction strategies (our latest resort opened May 15th, 2011)Liviano Lacchia, VP HR Recruitment, GALAXY ENTERTAINMENT GROUP

Finance & Supply Chain Integration Part TwoLeveraging integrated planning across the Supply Chain in a Shared Services environment• Closing the gap between supply chain & fi nance

through centralised operation• Developing end-to-end processes to ensure

streamlined operations• Boosting working capital release through

integrated planningScott J. Preston, VP, Integrated Planning & Shared Services, Global Supply Chain, INTERNATIONAL FLAVORS & FRAGRANCES

Managing the global footprint - Ensuring sustainability, productivity and cost optimisation of your multi-functional centre AXA has an annual survey to check the satisfaction of the AXA entities that have offshored work to AXA BS. The survey covers aspects linked not only to SLA performance, but also the value added, impact on costs, communication, and resilience in teams etc. The same survey resulted in scores going up by 7% points in 2010 compared to 2009 to move to 85%. G.V, an SSON fellow, will share with you the key critical elements of manning a global captive BPO centre India facing the challenges of increasing cost; worsening attrition rates and fi erce external competition.G.V Prasad, E.V.P, SUB, AXA BUSINESS SERVICES

11

C-S

UIT

E IN

SIG

HTS

Post-conference Workshops Thursday, 8th Sept, 2011 • 2:00 – 4:00 (Choose from A - B)

Private Engagement Suites Available: Throughout The Whole Conference (For Solution Providers)

Book one of our engagement suites for a couple of hours to really demonstrate the value of your solutions. With a guarantee of absolute privacy away from the main exhibition hall, you can direct visitors into a reserved space which you can customise with the required materials (including branding, hardware and software) to enjoy a more relaxed conversation in a more comfortable environment.

12

Workshop A: Process Excellence: Process Excellence – Instilling Six Sigma DNA into Shared Business ServicesThis session aims to share how Six Sigma tools and methodology are used to instil continuous process improvement culture in MSD/Merck Shared Business Services. Areas covered will include:• Strategic objectives and strong sponsorship • How to make learning Six Sigma methodology and tools more engaging• Build high performance team that focus on service excellence• Road to Simplifi cation : Kaizens and Yellow Belt – small improvements, big

impact• Rewards and Recognition.Amanda Low, Director SBS- Service Management Asia Pacifi c & Japan Regional Services, MSD

Driving continuous improvement by applying process excellence – Seagate’s approach• Understanding why improvement is necessary • Elaborating on keys to customer focus • Assessing, reviewing and restructuring the approach • Process improvement as a key enable to maximise greater strategic value • Sustaining process excellenceSaowalux Prasertwattanakul, Ph.D., Business Excellence Director, GFS, SEAGATE TECHNOLOGY

Workshop B: HR: Synergy between People, Process and Technology: Transforming HR delivery and enhancing strategic value Achieveing greater effi ciency through: • Implementing consistent data management practices • Gaining Global Service Centre support• Establishing globalised & localised processes• Building a Global Talent Management System • Enhancing the usability of Self Services functionality • Achieving cost savings• Rolling out structured governance • Increased HR measurement

Exploring key HR delivery models: • HR outsourcing • CoE• HRIS & optimised delivery modelSreekanth AK, Former SVP, Global HR Operations & HR Business Partner, CA TECHNOLOGIES

Post-conference Workshops 8th Sept, 2011

www.ssweekasia.com

Q&A with...

Q&A with Cheah Kok Hoong, CIO, Sunway Group Cloud computing sector expected to hit $42 billion by 2012

SSON: When it comes to planning and deploying BEST-FIT architecture to leverage Cloud based IT solutions, what are some of the challenges that are commonly faced?CKH: Despite the benefi ts of Cloud computing, moving to the Cloud can be diffi cult. Organisations need to be conscious of a number of issues and of the unique requirements for each deployment for each Cloud deployment model. Each type of Cloud deployment has its own unique advantages and best-fi t use cases. The Cloud model introduces signifi cant new ways for IT to cope with the exposure growth of information, rising expectations for reducing capital and operational costs, and increasing business agility.

SSON: How would you go about overcoming these issues and what advice would you give companies who are planning to make the leap to Cloud?CKH: Moving to the Cloud is both a business and technical decision. Small and midsized companies are making the leap into the Cloud in droves, and it’s not just to cut costs. And the majority of those companies rely on solution providers to make their Cloud plans a reality, creating major opportunities for solution providers. When planning to make

the leap to Cloud solutions, companies can take advantage of the opportunity to re-architect their IT strategy: many IT professionals have historically lived by the doctrine “if it’s not broken don’t fi x it”, but with the introduction of Cloud, IT now has the opportunity to dramatically change the cost profi le of older application and move them onto a platform that’s more scalable.

SSON: Security is a much talked about issue with Cloud computing. In your opinion, what are some of the Cloud computing challenges for corporations and how can this be easily overcome?CKH: If done correctly, yes. In fact, Cloud computing offers a level of physical and electronic security that an on-site server or a locked fi le cabinet can’t begin to approach. Because they can operate with large economies of scale, data centres can be surprisingly affordable, offering even smaller accounting fi rms a level of security for beyond what they could achieve on their own. But all data centre are not created equal, so it’s important to be sure that the one you choose can adequately protect your data.

SSON: Given that the industry changes so rapidly, how do you expect the Cloud to play a prominent role for fi rms in 18 months?CKH: Outsourcing IT services to a “Cloud” has become a big business, and will reach $42B by 2012, according to IDC. By using Cloud computing, organisations are able to tap cost savings over traditional self-hosting of infrastructure and software, enhance system performance, and increase the agility in delivering their products and services to their own customers.

In May 2011, SSON’s online editor, caught up with one of event speakers. Excerpts are below. Visit the event website “Download Centre” at www.ssweekasia.com for the full, unedited version.

Where the Shared Services and Sourcing World Shapes its Future

SSON Global Events Calendar 2011-12

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

FINANCETRANSFORMATION

EUROPEFebruary, 2012 • London, UK www.fi ntransformation.co.uk

2011

FINANCETRANSFORMATION

USAwww.fi ntransformation.comSeptember 20-22, 2011 • Hyatt Regency Dallas 20

11

March, 2012 • Orlando, FL www.sharedservicesweek.com

16th Annual North American

April, 2012 • Sydney, Australia www.sharedservicesweek.com.au

15th Annual Australasian

May 2012 • Amsterdam, Europe www.ssoweek.com

15th Annual European

Shared Services & Outsourcing Professional Training...Take advantage of strategic knowledge and pragmatic experience, hard-won from years of frontline work in captive shared services and outsourced environments, by our impressive line up of senior course leaders.

Book your training demonstration by visiting SSONtraining.com

It’s online, in your time, leveraging powerful practitioner support networks.

Course Outline:• Certifi cation 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

• The SSO Pro system utilises Cloud technology, meaning all students require is a computer and an internet connection in order to access their learning resources. Materials can be accessed 24/7 from any location around the world.

• An initial skills assessment identifi es individual strengths and weaknesses, allowing students to focus more heavily on much needed areas of improvement

• Participants are given access to our practitioner networking messaging system, allowing them to share experiences, best practise and build ongoing support networks.

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 • Wendy’s Arby’s Group • Cummins Business Services (CBS) • Morganho • Coke • Diageo • Intel

SSON’s NEW Corporate Package: Benefi t from SSO Pro training, Premium SSON Membership and SSON Event access combined!

What does your organisation get?

• Full access to SSO Pro Training Program

• Premium SSON Memberships for your organisation - full access to all premium online content

• SSO Asia Week event passes for 2012.

How to apply?

Email Ben Knowles at [email protected] NOW to cover your annual shared services and outsourcing needs.

“ Had this type of resource been available to me earlier in my career, I might have made some different decisions that would have allowed for a faster delivery of benefi ts”- Sanjay Sridher, Executive Director, ServiceFirst,

NSW Government, Australia

13www.ssonetwork.com

Important Information Regarding Changes to your Awards Programme:

While our mission stays the same, to honour, recognize and promote both captive and outsourced SSOs that demonstrate winning practices, we want to make it easier for you to enter. If you have a good story to tell about your SSO then you are encouraged to apply regardless of age, size, shape and model.

1. Introducing the “Excellence In” Series.

We’ve crafted 5 new categories around the core competencies of shared services and outsourcing. We are no longer asking you to claim your SSO as “best,” but rather enter into the category in which you excel beyond the normal.

Introducing Brand New Award Categories for the 2011 SSON Excellence Awards:

2. Awards Activity Onsite: An All Inclusive Celebration

This year’s awards ceremony has been worked into the main agenda of the 2011 SSOW programme. At the conclusion of the sessions on 7th September (Day Two), the Awards Ceremony will begin. Our judging faculty will recognise each of the shortlisted candidates for their achievements “in excellence.” This ceremony is followed by cocktails and dinner for everyone, followed by the announcement of our 2011 award winners.

Announcing the Brand New Personal Contribution to the Industry Award.No longer will our judging faculty choose between a list of applicants for this individual achievement award. This year it’s about the People’s Choice. You decide who is worthy of receiving this honourable award.

Excellence in Culture Creation

Excellence in Value Creation

Excellence in People &

Communication

Excellence in Improvement & Innovation

Excellence in Customer

Service C

THE NEW FACE OF G8(6 is the New 8: The voices YOU choose, from the people YOU want)

14

ose betweenevement award. Th

ce. You decide who is woble award.

APPLY NOW ONLINE:

www.ssweekasia.com/awards

Our mission stays the same: to provide an unbiased platform to counter end-user cynicism and confusion around the growing complexity of sourcing models and solutions. Thanks to your feedback, we have made some changes.

So here’s how we’ve changed:

Individuals NOT Companies2011 is about the unique personalities and their voices, not about companies. You choose the top 6 sell-side industry “gurus” via the G6 voting poll on the website who you believe have personally made a difference in the sourcing community.

‘6 is the New 8’You told us that “G8” were a few “G’s” too many - so we’ve reduced the group to 6. Result: G6 is now the new G8. All of the fi re and brilliant insight - less of the noise.

Vote Now Online!The questions asked are provocative enough to rival those usually saved for coffee breaks, and the answers are, too - now that the G6 members can use their own voice.

WWW.SSWEEKASIA.COM/G6

2011 Sponsors & ExhibitorsPrincipal Partner

www.sap.comHELPING COMPANIES RUN BETTERAs market leader in enterprise application software, SAP (NYSE: SAP) helps companies of all sizes and industries run better. Founded in 1972, SAP (which stands for “Systems, Applications, and Products

in Data Processing”) has a rich history of innovation and growth as a true industry leader. Today, SAP has sales and development locations in more than 50 countries worldwide . SAP applications and services enable more than 109,000 customers worldwide to operate profi tably, adapt continuously, and grow sustainably. From back offi ce to boardroom, warehouse to storefront, desktop to mobile device, SAP empowers people and organizations to work together more effi ciently and use business insight more effectively to stay ahead of the competition. We do this by extending the availability of software across on-premise installations, on-demand deployments and mobile devices.We believe that the power of our people, products, and partners unleashes growth and creates signifi cant new value for our customers, SAP, and ultimately, entire industries and the economy at large.Our mission is to help companies of all sizes and industries to run better. Our vision is to help the world run better.

Gold Sponsorswww.infosysbpo.comInfosys BPO Ltd., the Business Process Outsourcing subsidiary of Infosys Technologies, was set up in April 2002. Since then, it has grown steadily, to close FY 2010-11 with revenues of $426.8 million.

The company has centers in India, the Czech Republic, China, the Philippines, Poland, Mexico, USA and Brazil, and employs over 18,900 people. The company’s performance has consistently been above the industry average.Infosys BPO services over 96 customers who are industry leaders spanning BFSI, Manufacturing, Communications Media & Entertainment, Healthcare, Retail & CPG, Energy, Utilities, etc., providing services across F&A, S&F, HRO, S&P, CS, LPO, Analytics, etc. Infosys BPO is strongly positioned to help customers by being a trusted partner, who is simple and fl exible to work with, and helps realize sustainable business value.

www.canon-asia.comMarketing and service activities in Asia are managed by two regional headquarters in Asia: North Asia is handled by Canon China Pte Ltd based in Beijing and Canon Singapore Pte Ltd oversees the South & Southeast Asia region.

There are 7 manufacturing plants in China, Malaysia, Thailand and Vietnam which produce a range of Canon products like lens, copiers, bubble jet printers, digital and fi lm cameras.Canon Singapore Pte Ltd is Canon’s regional headquarters for South & South East Asia. Established in 1979, it now oversees both regional and domestic activities in Singapore.Canon Singapore has three subsidiaries in Malaysia, Thailand and India, and a Representative Offi ce in Vietnam. It sets the direction for all marketing, sales, service and training activities in the region and manages over 30 independent distributors in more than 10 other countries in South Asia including Bangladesh, Brunei, Cambodia, Indonesia, Laos, Maldives, Myanmar, Nepal, Pakistan and Sri Lanka.

www.deloitte.comDeloitte is a global leader in professional services with 115,000 professionals in more than 150 countries. We draw upon a combination of audit, accounting, tax

consulting and corporate fi nancial services. This unique 360-degree perspective is what we call the Deloitte Difference. By applying this approach every day, we provide greater value for the clients we serve, bringing world-class capabilities and deep local experience, knowledge and unique insight to the table. We develop innovative strategies and solutions to achieve desired results and what’s more we help execute the plan because we believe that is the only real way to create real lasting value. In short, we’re business consultants uniquely committed to the entire process.

www.kellyocg.comKelly Outsourcing and Consulting is the Outsourcing and Consulting Group of Fortune 500 human resources solutions provider, Kelly Services, Inc. Kelly Outsourcing

and Consulting is a global leader in innovative talent management solutions in the areas of Recruitment Process Outsourcing (RPO), Business Process Outsourcing (BPO),Contingent Workforce Outsourcing (CWO), Human Resources Consulting, Career Transition and Organizational Effectiveness, and Executive Search. The Recruitment Process Outsourcing (RPO) practice is a global leader in managing enterprise-wide talent acquisition process, sourcing & recruitment solutions. Since 1995, we have delivered best-in-class talent acquisition processes and services with a proven record of success through our experience in advanced sourcing techniques, LEAN methodologies and recruitment process design and management.

Conference Sponsorswww.newgensoft.comNewgen Software Technologies Limited is the market leader in Business Process Management (BPM) and Enterprise Content Management (ECM), with a global footprint of about 750 installations in over 35 countries. More than 100 of these implementations are large, mission-critical solutions deployed at world’s leading BFSI, BPO and Fortune Global 500 companies.

Newgen is recognized by distinguished analyst fi rms like Frost and Sullivan as A ‘Hot Company to Watch for’ in their global ECM Market report, 2009 and by IDC in its exclusive report “Newgen Software: Global Leader in Business Process Management and Document Management Solutions”. Newgen is a winner of prestigious award, such as CNBC-TV18, “Emerging India 15

Award 2008”. With HSBC and SAP investment, Newgen is one of the rare product companies to have backing of both leading fi nancial and technology companies of the world. Newgen’s Quality Systems are certifi ed against ISO 9001:2008 and Information Security Standard, ISO 27001:2005. Newgen has been assessed at CMMI Level3.

www.OB10.comOB10 e-Invoicing enables organisations to exchange tax compliant invoice data, directly between accounting systems. A global solution, OB10 serves customers in 137 countries. The buyer (receiver of invoices) benefi ts from a streamlined invoicing process. Invoice data is transferred to their accounting

system removing the need for manual input and associated errors. The supplier (sender of invoices) benefi ts from fast, guaranteed invoice delivery. Both organisations benefi t from the OB10 Portal, providing invoice status information, real-time reporting and the PDF invoice that can be used for workfl ow and tax audit purposes.To ensure a successful e-Invoicing project, OB10 will manage the implementation and supplier enrolment. OB10 expert mapping and implementation teams will work with both companies to ensure a smooth integration with their existing accounting system. For smaller or low volume suppliers, an online invoice Web Form is provided. With OB10 no additional hardware or software is required.OB10’s customers include Aviva, Barclays, BP, Cargill, DHL, DSG International, Eli Lilly & Company, Fisher Scientifi c, General Motors, GlaxoSmithKline, Hewlett Packard, IBM, Imperial College, Kellogg’s, Logica, Deutsche Lufthansa AG, SaraLee and Tesco

www.ibm.comToday, about 400,000 IBM employees around the world invent, integrate and operate software, hardware and services to help forward-thinking enterprises, institutions and people succeed in building a smarter planet.

One of IBM’s fastest growing business lines is Global Process Services (GPS). Through GPS, IBM is defi ning the next-generation of Business Process Outsourcing, with a focus on innovating your business processes to help differentiate your enterprise. IBM has solutions spanning across Customer Relationship Management , Finance & Administration, Human Resources and Supply Chain Management plus additional industry-specifi c solutions such as Banking Back Offi ce.

AccountStaff specialises in providing fi nance and accounting-related support services. It is the sister company of RSM Chio Lim LLP – a member of RSM International, the 6th largest global accounting and consulting group.We have been providing managed services since 1997 for high

volume process driven fi nance / accounting assignments such as: • Billing operations • Local and overseas travelling claims processing • Accounts receivable management • Accounts payable management • Overall business fi nance processesWe have a pool of qualifi ed staff of different levels, who are assigned to clients’ premises to perform various levels of administrative, fi nance and accounting work on a contract basis. Our clientele includes Fortune 500 companies and MNCs in various industries such as telecommunications, pharmaceuticals and manufacturing. We also serve a number of government bodies and statutory boards.Other services include: • Investigation into slow-moving stocks; independent stock count & reconciliation • Fixed asset review and management • Accounts Receivable Review • Clearance of accounting backlog and ‘messy’ accounts • Reconstruction of accounts from incomplete records

Networking Sponsorwww.mastercard.comAs a leading global payments company, MasterCard Worldwide prides itself on being at the heart of commerce, helping to make life easier and more effi cient for everyone, everywhere. MasterCard serves as a franchisor, processor and advisor to the payments industry, and makes

commerce happen by providing a critical economic link among fi nancial institutions, governments, businesses, merchants, and cardholders worldwide. In 2010, $2.7 trillion in gross dollar volume was generated on its products by consumers around the world. Powered by the MasterCard Worldwide Network – the fastest payment processing network in the world – MasterCard processes over 23 billion transactions each year and has the capacity to handle 160 million transactions per hour, with an average network response time of 130 milliseconds and with 99.99 percent reliability. MasterCard advances global commerce through its family of brands, including MasterCard®, Maestro®, and Cirrus®; its suite of core products such as credit, debit, and prepaid; and its innovative platforms and functionalities, such as MasterCard PayPass™ and MasterCard inControl®. MasterCard serves consumers, governments, and businesses in more than 210 countries and territories. For more information, please visit us at www.mastercard.com. Follow us on Twitter: @mastercardnews.

Exhibitorwww.vads.comVADS Berhad (VADS) is one of Malaysia’s leading Managed ICT Service providers. Our main activities are Value Added Services, IT Services and Business Process Outsourcing. We bring together people, processes and technologies to enable more effective and

dynamic use of information technology and communication. We empower businesses with value-based innovative solutions and services by offering our expertise in what we do best that allows you to focus on what you do best – your core business.

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Onlin

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Com

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