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sponsored by:organized by:
8º ANNUAL Latin American SHARED SERVICES & OUTSOURCING WEEK
exploring future innovation within Shared Services Centers in Latin America
• Thedeployment,developmentandintegrationofstrategicservicecentersfromthepointofviewofcorporateCFOs.
• Painpoints–whatisnotperfectinSharedServicesCentersandwhatreallydoesn’twork–solvingproblems–“theperfectbackoffice”
• ReinventingtheSSC-WhatisthenextgenerationofSSC’s?
• Howtocreateaneffectivecustomerpricingmodelthatbuildsvalueforyourorganization
• CreatingExpertiseCenters;keepingcostoptimizationandoperationalexcellence
August 25-27 2014 | MiamiTrump National Doral Miami
+ 60 speakers+ 30 sessions + 200 attendees
Register Now:Call: +1 888 482 6012
Email: [email protected]
Web: www.sharedserviceslatam.com
SSON prOudly preSeNtS the 8th editiON Of latiN america Shared ServiceS & OutSOurciNg Week
Topics that all professionals of Shared Services and Outsourcing need to talk about:
• HowtopersuadetheCFO
• Howtoreducecoststructureofoperations
• Improvingthequalityofdatatodrivemanagementdecisions
• Thecontrolandmanagementofinternalprocesses
• Havingspeedindecision-making
• MovingoperationstoBPO
• Processesandtechnologytrends
• BenchmarkinginLatinAmerica
• WhatarethebestlocationsforaSSCinLatinAmerica
Achieving operAtionAl exceLLeNce by coNsoLidAtioN ANd process innovAtion
it’S time tO be iNSpired!
Register Now!: Call: +1 888 482 6012 Email: [email protected] Web: www.sharedserviceslatam.com
Industry Specialists Advisory board LatAm
Juan Carlos LannuttiGerenteGeneralTgestionaGrupo TelefonicaARGENTINA
Carlos Ernesto Diaz Torre ArreolaHeadofOperationsGRUPO BIMBOMÉXICO
Rogelio Aguirre MendozaGerentedeServicioaClientesAXTELMEXICO
Gustavo GodoyVPServiciosCompartidosySistemasCBCGUATEMALA
Colombia
México
Peru
Guatemala
Brasil
Costa Rica
Argentina
Chile
Usa
Nicarágua
Ecuador
Dear Executive,
InordertoaddresscriticalfactorsandmeettheexpectationsofaaudiencethathasquestionsregardingthetrendsandthefutureofShared Service Centers in Latin America,SSONpresentstheannualeditionof“Shared Services & Outsourcing Week”.
Theconferencewasdesignedtoaddresspracticalissuessuchasmyths,painpointsandbringinginspiringcasesandpracticalsessionsthataddressthetrendsandeffectiveinitiativesfromcompaniesthathaveachievedcompetitiveadvantages,savings,costreductionandproductivitygains.TheConferencewillbeheldfrom25toAugust27,2014,inMiami.
AccessthemainchallengesofShared Service Centers professionalsandthenecessarystructuretoachievethebestresults.MakeplanstotraveltoMiamiandmeetwithexecutiveswhoareleadinginnovationintheindustryandoperateachangeinthevisionofthefutureofShared Services Centersandoutsourcing market.
See you in August!
Lariza Carrera Conference directorSSON
PArticiPAtioN of ProfessioNALs froM:
Register Now!: Call: +1 888 482 6012 Email: [email protected] Web: www.sharedserviceslatam.com
connect your brand to the Shared Services & Outsourcing
Large enterprises are accelerating the pace at which they are adopting Gbs models – service organizations that integrate and consolidate multiple business functions as a means of improving internal services and delivering greater business value. do you want to tap into this huge opportunity? Raise your profile with the selected shared services & outsourcing audience but be fast! sponsorship and exhibition opportunities are extremely limited so contact:Fabricio SantosHeadofSponsorship|[email protected]
7º shAred services & oUtsoUrciNG LAtiN AMericA Week AttrActed over 80 AtteNdees froM these coMPANies!
4XorCorporation9AllianceAbocolAccentureAeroviasdeMexicoAgrosuperiorAlgarS/AAliaxisLatinoAmericaAviancaAviancaTacaAvonCosméticosAxtelBodytechBoehringerIngelheimBoschBraskemBRFBrightstarCorpCabcorpCaeduCámaradeServiciosCorporativosdeAltaTecnologíaCapgeminiCaracolTelevisiónCasa&VídeoCencosudChazeyPartnersChevronClariantCoca-Cola
COLCERAMICAComwareConfederaçãoSicrediConsorcioMinerodeMexicoCorminMexConstructoraConconcretoCoomevaCoomevaServiciosAdministrativos-CSACorporaciónGPFCorporacionVSICRESUDSCIFYACruzBlancaServiciosProfesionalesCuestamorasDanoneArgentinaDebtcontrolFASDeloitteDeutschePostDHLDHLExpressDirectInsiteDosPinosE-CaptureEcopetrolEDUARDOPRADACONSULTINGEmpresaElectricadeGuatemalaEmpresasPúblicasdeMedellínENERSISGrupoEndesaChileEskerInc.
EstreAmbientalEUROCERAMICAEYFiatArgentina-Div.FiatServicesFilmtexGroupFloridaBebidasGafisaS/AGásNaturalServiciosIntegralesGenentechGenpactGenpactBrazilGrupoBimboGrupoCoremarGrupoEnelGrupoÉxitoGrupoICAGrupoTCCHenkelMexicanaHewlettPackardIBMIndustriadeHamburguesasInfosysBPOLtdItauUnibancoITESMMéxicoMcCannEricksoncorpNaturaLogísticaNavistarMexicoSDeRLDeCVNearshoreAmericasNetreadySrolutionsOi-TelemarNorteLesteOPEXCorporationPantaleon
Petrobras-PetróleoBrasileiroPreliosS.p.AProexportColombiaPronacaPwCRSCorpReadSoftLatinAmericaScottMaddenSESISCSolPanambySupermidiaTechintTecolsofTelefonicaTelmexdeMexicoTelusInternationalTheHackettGroupTheHomeDepotThomasGreg&SonsTOTVSTRWUnióndeCerveceríasPeruanasBackusyJohnstonUniversidaddeLosAndesUruguayXXIVerizonVisagio.VoithHydroVolvoGroupBusinessServicesZonaFrancadeBogotá
Who you will be doing business with at the 8th Week?SharedServices&OutsourcingLatinAmericaWeekisanetworkingandbenchmarkingopportunityforyourOrganization.Youwillmeettheleadingsenior-levelSharedServicesindustryplayers,mostimportantplayersinLatinAmerica,whoarecommittedtoimprovingtheirserviceorganization’sprofitability.Inadifferentiatedformat,includingpanelsandinteractiveroundtables,theconferencewillpromoteconditionsfordiscussionsandtheexchangeofexperiences.
INDUSTRIES:ChemicalManufacturingBeverageManufacturingPrivateGeneralMedicalandSurgicalPaperManufacturingFoodManufacturingPetroleumRefineriesPrivatebankingPlasticsProductManufacturingOilandGasExtractionAutomobileManufacturing
JOB TITLESCEO,Director,Manager,Coordinator,Supervisor,Analist,Consultorresponsiblefor:AdministrativeSharedServicesCenterControllerFinancialTreasuryPrincipalHumanResources
Registrese ahora: Call: +1 888 482 6012 Email: [email protected] Web: www.sharedserviceslatam.com
Monday,August25,2014Planning & Launching
7:55 Continental Breakfast & Registration In The Solutions Zone
8:30Chairperson’s Opening Address
Esteban CarrilLatin America Managing Director CHAZEY PARTNERS
WORKSHOP A Begining 08:40 / Ending 10:00Opening Session – What do CFO’s think about Shared Services Centers? The deployment, development and integration of strategic service centers from the point of view of corporate CFOs.JoinandheartheopinionoftheseexpertsaroundhowSSCcanbeusedasaplatformforgrowthanddeliverstrategicimportanceofSSCforyourorganization.• ▪Howtomakethebusinesscase• ▪CFOsupportduringtheprocessofSSCimplementationand
consolidation• ▪AchievecostreductionsthroughthetransformationofSSC’s• ▪Strategiestoattainacorporatesettingandmitigaterisks,
basedonsupportfromseniormanagement..• ▪Reducingrisks• ▪Improvingthequalityofoperationaldatatodrivemanagement
decisions
Marcos DussoniRegionalCFOCesamSODEXO S.A.
10:00 Recruitment and selection in Latin America - What is the right strategy?
10:30 Keynote Speaker: Shared Services Center’s facts and mythsThereismuchtalkabouttheimprovementsthataSharedServicesCenterprovidestocompanies.However,thisoperationmodelimpactsaresignificantlyandhighlyconflictinginorganizations.TheaimofthisworkshopistobringupthediscussionaboutSSCimplementationandtoclarifywhat’sfactandwhat’smythintheprocess.• Painpoints-whatisnotperfectinSharedServicesCenterandwhat
reallydoesn’twork-solvingproblems-“theperfectbackoffice”• ProcessesthatdonotworkinSSC• HowtodealwithproblemsthatariseandthecontingencyplanCarrie BowersTransformationLeader,SharedServicesSpecialist&ProgramManagerBNY MELLON
AGENDA 11:00Morning Refreshment & Networking Break In The Solutions Zone
11:45 The implementation and development of a SSC as a growth strategy and competitive edge for your organization Learnaboutstrategiestocontinueyourevolutioninthepracticeofsharedservicesasaplatformforensuringgrowthandcompetitivepositioningforyourorganization.• Implementationofactionplansaimedatimprovingproductivityand
increasingyourcompetitiveedge• SharedServicessupportingmergersandacquisitions• Supportyourbusinessinmodernizingandupdatingprocesses
withinthevaluechain• Structuringandconsolidatingaimprovementmodel• Buildingacontinuousimprovementculture• Toolsandtechnology
12:15 A new generation in the CXP process
Mylena A Loiaza AcevedoGerentedeBankingyPlaneaciónBELCORP
12:45 PANEL DISCUSSION Reinventing the SSC - What is the next generation of SSC’s ?TheaimofthisexhibitionistodiscusstheevolutionofSharedServiceCenters:thechallengesofservicedevelopment,processmigrationandstandardizationofprocesses.• NextgenerationandevolutionofSharedServicesCenters• Aggregatingservices:procurement,selection,training,assessment,
propertymanagementandaccounting• Absorptionofnontransactionaloperations,creatingcentersof
expertiseandconsolidatingbusinessoperations• Whenareyoureadytoincorporatemoreprocessesorsupportnew
unitswithinSCS’s?• TrendsandthefutureoftheHighPerformanceCenters• SustainabledevelopmentofSSC’s• CreatingExpertiseCenters;keepingcostoptimizationand
operationalexcellence
Milton SolanoVPAccountingSharedServicesAVIANCA TACA
Rogelio Aguirre MendozaGerentedeServicioaClientesAXTEL
1:15 Shared Services & OutsourcingAwards Official Lunch
Registrese ahora: Call: +1 888 482 6012 Email: [email protected] Web: www.sharedserviceslatam.com
2:15The strategic role of corporate governance in the evolution of Shared Service CentersLearnaboutthestructureandconsolidationofthegovernancemodelthatsupportstheimplementationofaSSC.• Governancemanagement:proactiverelationshipandsynergy
betweentheinterestsoftheclientandthecompany.• Startup:howtopreventoscillationsofqualityandproductivity• Reviewingprocesses• TheimportanceofC-levelbuy-inthegovernanceofShared
ServicesCenters
Gustavo GodoyVPServiciosCompartidosySistemasCBC
2:45Solution Provider Case Study
3:15 Solutions for SSC post-implementation challenges - How to maintain your level of service, keep cost low and control of processesThisexhibitionisdesignedasanopportunitythatallowsparticipantstoexamineallaspectsthatcanaffectthedevelopmentofaSharedServicesCenter.• Establishingcontinuousimprovementprograms• Howtocontinuetoinvestinhumancapital,infrastructure,
technology,marketpositioningandnewbusiness• Implementationofdevelopmentprojectsaimedat:
standardizing,automatingandoptimizing• Structuringaplanofexcellenceforthemainactivitiesofthe
center
Alfredo Tascón CaicedoDirectorServiciosExitoGRUPO ÉXITO
3:45 Networking Coffee Break & Demo Drive in the Solutions Zone
4:15Understanding the challenges related to the decision of implementing a global or regional Shared Services CenterUncoveringlessonslearnedintheimplementingmodel:positiveexperiencesandcommonobstacles.• ▪WhyshouldyouhaveaglobalSSC?• ▪SSCimplementationfromaholisticperspective• ▪RealizingthebenefitsofachievingaglobalSSC
Marcelo AlmendrosCountryManagerFIAT SERVICES
4:45 Defining SLA ‘s in synergy with productivity models, customer service and qualityLearnabouteffectiveSLAmanagementindicators,varianceanalysis,rootcauseandactionplanstooptimizeprocessesandreachcompanygoals.• Measuringproductivitygains• SharingKPI’sandmetricsXprocesses• QualitativeandquantitativeKPI’s• Standardizationofmetrics• Understandingperformanceimprovementsmeasurements
andindicatorsformutualcooperationtoachieveoperationalexcellence
Gabriel MarnettoSharedServicesCenterHeadDHL
5:15 Improving your methods for measuring customer services CustomersatisfactionisoneoftheKPI’sforanySSC,andpoorsatisfactionscorescanbejustwhatyouneedtomakekeyimprovements.Hencetheimportanceofhavingatooltoproperlyevaluateyourserviceeachtime,aswellasensuringthatallinvolvedknowandunderstandyourSLA.
Carlos Antonio BonazziFinanceManagerGBS ABS - Global Services & Compliance | ALCOA América Latina & Caribe |
5:45 Closing remarks day one
Register Now!: Call: +1 888 482 6012 Email: [email protected] Web: www.sharedserviceslatam.com
Tuesday,August26,2014Enhancing Customer Value and Focusing on Function
AGENDA
10.00 Morning Refreshment & Networking Break In The Solutions Zone
10:35 Chairperson’s Opening Address
10:40 PANEL DISCUSSION - SSO MATURITY BENCHMARKINGCompareyourSharedServicesCenterorimplementationprojecttoothersintheindustryduringthissession.
7:55 Continental Breakfast & Registration In The Solutions Zone
Begining 08:30 / Ending 10:00Guiding Principles to Create the Next Generation Financial SSCWhat’snextforfinancialSSCs?Stillwrestlingwithfragmentedoperationsinmultiplelocations,multipleERPs,discretionaryconsumptionofservices,limitedfocusontransactions?Anewgenerationofsharedservicesisontheway.Attendthisworkshopandbeginrethinkingyourtraditionalmodelofsharedservices!Topics of discussion:• Breakingoutofstagnation• Regainingfocusonbusinessresponsivenessandrelationships• Amoreholisticapproachtodeliveringhighervalueservices
throughglobalbusinessservices• Howcompaniesareexpandingscopeandgeography• Whataprocess-basedorganizationlookslike• CreatingtoplinevaluewithdataanalyticEduardo Prada, ManagingDirector,EDUARDO PRADA CONSULTINGBrad DeMent, Partner,SCOTTMADDENHonorio Padron, Partner,SCOTTMADDEN
Begining 08:30 / Ending 10:00How to create an effective customer pricing model that builds value for your organization OneofthekeyfactorsforSSCmanagementisthepricingmethod.GettingtoknowamodelandunderstandingthecostallowsthedevelopmentofagoodrelationshipwiththeclientwhiletestingtheeffectivenessoftheSharedServicesCenter.• ▪Assessingpricingmodels• ▪Understandingclientperception• ▪Evaluatingtheperformanceofservices• ▪Understandingthecostofactivities• ▪Theperceptionofvalueinthetransferofcosts• ▪Cuttingbenefits+costoffortheSSCandtothecompany
Carlos Ernesto Diaz Torre Arreola, HeadofOperations,GRUPO BIMBO
WorkshoP b WorkshoP c
11:15 The relationship with customers in the SSC and how it can evolve over timeForcompaniesoperatingwithinmoretraditionalmodels,transitioningtoaSharedServicesCentercancausechallengeswithcustomerrelationship.Tgestiona,theSharedServicesCenterofTelefónicaGroupinArgentina,willsharethekeysuccessfactorsinthiscontext.• ▪Howtomanagecustomerexpectationsandbuildtrustwithincustomers• ▪Firstsurveys–capturingearlyfeedback• ▪EfficientwaystomanagethebalancebetweencustomersatisfactionandthefinancialresultsoftheSSC• ▪Becominga“strategicpartner”toyourcustomers.• ▪Deliveringanefficientservicetodemandsfromothercountries• ▪CustomerRelationshipMethodologies
Juan Carlos LannuttiGerenteGeneraltgestiona – GRUPO TELEFONICA
11:45 Solution Provider Case Study
Companies that already have a SSC• ▪MaturityLevel• ▪Contactwithotherbusinessunits• ▪SSCPriorities• ▪SSCManagement
Companies that do not have a SSC• ▪Controlissues• ▪WhytheSSCwasnotimplementedyet• ▪Potentialsavings• ▪Locationandfactorsthatinfluencechoosingthelocation
Register Now!: Call: +1 888 482 6012 Email: [email protected] Web: www.sharedserviceslatam.com
TRACK PeoPLe TRACK Process
2:20 Welcoming Remarks & Chairperson’s Opening Address
2:30 People value propositions - How to manage the cultural aspects in a SSC?• Challengesandsuccessesinmanagingpeople:-Adhesionandresistance-TrainingPlan-Peoplemanagement• Promotingacultureserviceculture• Training,retention,recruitmentandoutplacement
Carlos Humberto Roldan Arevalo,SSCProject,SAB MILLER
3:00 Solution Provider Case Study
2:20 Welcoming Remarks & Chairperson’s Opening Address
2:30 The use of Lean 6 Sigma methodology in SSC planning and management Continuousimprovement:AdopttheLeanSixSigmamethodologyascultureandapplyitinyourdailywork.HowtohandletheuseofLean6SigmamethodologyinplanningandmanagementtheSSC.
Marcus MussiPlanejamentoEstratégicodeCréditoeCobrança
3:00 Solution Provider Case Study
3:15 Strategies for managing people in a SSC - How to mitigate the challenges of highly valued professionals?ThemainaimofthispresentationistodiscussthemanagementofpeopleintheSharedServicesCentersduetothehighrateofturnoverinthissector.• ▪Increasedoperationalcosts• ▪Aggressivelabormarket• ▪Howtoretainprofessionals
3:15 Access the main stages of the implementation of a SSC, sharing and discussing the technological aspects and adjustments. • StrategicPlanfocusedontechnology• Criteriatoevaluate• Optimizationopportunities
Andre London, CapitalHumanManager,TV GLOBO
12:15 Critical issues in strategic decision on outsourcingTheobjectiveistopresenttheexpectationsthatmustbetakenindeterminingthepotentialforoutsourcingprocesses.Thesessionwilldiscussissuesrelatedtothecontributionofoutsourcingtosupportastrategyofcustomervalue.• Evaluationprocess• Considerationsinchoosingtherightsupplier• Communicationprocessoutsourcing• WhatarethemostappropriateKPI’sforaoutsourcingprocess?
Arnaldo di Petta, LatamFSSCSr.Manager,AVON AMERICA LATINA
12:45 How your SSC can become a “strategic partner” of your customers • Howtomanagecustomerexpectationsandbuildtrust• Createnewcustomersolutionsandensurethatthesesupporttheir
strategicobjectives• Managingthebalancebetweencustomersatisfactionandfinancial
resultsoftheSSC
Juan Sebastian Morales Caceres, GerentedeSistemas,INDUSTRIA DE HAMBURGUESAS S/A
1.15 Luncheon For All Attendees
Register Now!: Call: +1 888 482 6012 Email: [email protected] Web: www.sharedserviceslatam.com
TRACK PeoPLe TRACK Process
3:45 How to overcome the limitations ofdistance and HR resources in the constructionof a HRSS?• ScopeofService• SupportandManagement• EstablishingSLAs
Alex MasudaSharedServicesManagerSOL PANAMBY
3:45 Reviewing processes and systems in a SSC implementation - Key aspects of the centralization of services ThenormalizationandprocessesstabilizationareessentialinimplementingaSharedServicesCenter.Learningstepbystepprocedures,redefiningresponsibilities,reorganizationofactivities,fromchangemanagementandimplementation.• Centralizationofactivities• Modelsofstandardization• Changemanagement• Howwasthestandardizationofprocesses
Juan Carlos Valderrama LopesGerentedeInnovaciónyProyectosMABE MEXICO
4:15 Networking Coffee Break & Demo Drive in the Solutions Zone
4:50 Focus group by vertical - Exclusive networking for industry segmentsYouhadthechancetomeetprofessionalsinyourindustryandwhoareinterestedinthesametrendsandopportunitiesthatyouare.Joiningthissession,youwillhavetheopportunitytoshareideasandnewsindeeperandmoreintensiveway!HospitalityManufacturingOil & GasTelecommunications Technology
5:35 End Of Main Day Two
Register Now!: Call: +1 888 482 6012 Email: [email protected] Web: www.sharedserviceslatam.com
TRACK iMPLeMeNtAtioN TRACK MAtUre ssc
10:30 Welcoming Remarks & Chairperson’s Opening Address
10:40 15 Implementing a Shared Services Center as a central strategy for organizational growthWhatarethekeyelementstobeevaluatedforeffectiveimplementationoftheSSC,supportedonastrongcorporategovernancemodel.• ▪ThedevelopmentofaSSCtosupportthegrowthoftheorganization• ▪TheSSCseenasaddingvalue• ▪Maximizationofprofitandcostoptimization• ▪HowtoseizetheopportunitiesguaranteedbytheSSC• ▪GeneralmethodologyadoptedintheimplementationofCSC• ▪Structuringandstrengtheningthegovernancemodelthatsupports
theimplementationofCSC
Héctor Pino Palominos, SubGerentedeGestiónContable,ARAUCO
10:30 Welcoming Remarks & Chairperson’s Opening Address
10:40 Centralization of financial processes in the Shared Services Center in order to reduce costs and ensure corporate governanceUnderstandingwhatarethebenefitsofincorporatingaccountingandfinancialareasintheServiceCenter,suchasthegenerationofreliableandtimelyfinancialreports,stronginternalcontrols,strengtheningcorporategovernanceandresourceoptimization.• Standardizationofpoliciesandprocedures• ThechallengesofafinancialSSC• Managementaccountingprocessesinamultinational
environment
Wednesday,August27,2014SSC Evolutions and Growth Strategies
AGENDA
Begining 09:00 / Ending 10:00No customer commitment, no Shared Services Center SometimesanorganizationcalledSharedServicesCenterisnotreallyaSharedServicesCenter.Isyourorganizationreallyreadytoachievesustainablesuccess?Understandthe4KeySuccessFactorsinSharedServicesandwhathappenswhenthefocusoncustomerisnotreallyatthecenterofyouroperation.Atthisinteractiveworkshop,wewillcombinetheworkinsmallgroupswithasynergisticplenarysessionwherewewillcovertheninekeycomponentsofaCustomerInteractionFramework.ThisworkshopisrecommendedbothforthosewhoarestartingtoplanaSharedServicesCenterasthosematureorganizationsthatwanttoassesswhethercurrentlyoperatingwiththeproperframeofCustomerInteraction.Participantswillreceiveaccesstoouronlineassessmenttoolthatwillenablethemtoidentifywhichinitiativesshoulddevelopandimplementaplanofactiontoachievebestpractice.
Esteban Carril, LatinAmericaManagingDirector,CHAZEY PARTNERSCarlos Cayo Santander, GerenteGeneral,SHARED SERVICES GERDAU - LATINOAMERICA
WorkshoP d
10:00 Morning Refreshment & Networking Break In The Solutions Zone
Simultaneous tracks
7:55 Continental Breakfast & Registration In The Solutions Zone
8:30 Service strategy and customer relations, the future of shared servicesThispresentationwillexplorethemodelusedbyEcopetrolforcustomerrelationshipandhowit’sbeenusedasanelementtoimprovethecurrentmodeloftheSSCstaff,byoptimizingmonitoringandcontrolschemes,andstandardsforthereception,traceability,andcustomerresponseapplications,toenablingmoreefficient,effectiveandagileservices.• Identifyingandincorporatingsynergiesbetweenfrontandbackofficeoperations• Leveragingtheattentionandcustomersatisfaction• Optimizingoperatingcosts• StructuringtheSLA’sforservicesandsub-services• Providingasolutionnotonlyforcurrentservicesandsub-services,butforfutureservices.
Sergio Augusto Corredor G., JefedeUnidaddeAtenciondeServiciosCompartidos, ECOPETROL
Register Now!: Call: +1 888 482 6012 Email: [email protected] Web: www.sharedserviceslatam.com
TRACK iMPLeMeNtAtioN TRACK MAtUre ssc
11:10 How to choose the appropriate technological tool to automate the entire SSCBestpracticesforselectingcommonsoftwaretoimplementtheintegrationtool.• ▪Thefirststep:theintegrationoftheareas• ▪Homogenizationandstandardizationofprocesses• ▪Mainstrengthsandweaknessesinimplementingatechnology
solutioninternallyorwithaconsulting• Assistance
Ana Maria Sarmiento, GerenteCSC,THOMAS GREG
11:10 Evolving from a shared services center to a center of excellence - When is the best time for your company to incorporate more processes?DiscussonincorporatingmoreprocessesintheSSCandexpandingthelevelofcentralization.• ▪Addingnewprocesses• ▪Transitionactivities• ▪Customerrelatio
12:10 Recommendations and start up of a SSC implementation: from diagnosis to high performance operationThemissionofCencosudSharedServicesCenteristosupportexcellencebyapplyingthebestpracticesoftechnology,processesandspecializedequipmentintheentireoperation,sothatcustomersandshareholdersseeitreflectedintheirstores.LearnfromtheexperienceofLatinAmericanwinnerofthe3rdeditionoftheAwardforExcellenceinSharedServicesCenter.• ▪SCSdeploymentprocess• ▪Sitelocationandoperationmodel• ▪Communicationplan• ▪Savingsachieved
Martin SchulzCFOArgentina&RegionalChiefAdmin.OfficerSSCCENCOSUD
12:10 How to develop incentives in relationships between suppliers and customers through a good methodology for the identification and application of transferring prices for transactions?SharedServiceCentershavedifficultiesinestablishingapricingstrategyduetothenatureandstructureoftheirbackofficecosts.Thepricingrequiresestablishingaclearandflexiblebillingandcustomerdemandforknowledgeofthevolumesofservicesprovided.• Definitionofcostingandchargeback• Structuringvariouspriceanalysis• Implementinginnovativepricingstrategieswith
customerfocus• Howtohavetransparencyinpricinglevelsaccompanying
services?
Luis Fernando Agudelo TobónVicepresidentedeServiciosCompartidosGRUPO TCC
Alvaro Andres de la Espriella DirectordePlaneaciónFinancieraGRUPO TCC
12:40 The importance of a SSC in a management model • ThemanagementmodelofaSSCxamanagementcorporationmodel• Theimportanceofacommonlanguage• Thetoolsandbestpracticestoachieveexcellence
Alfredo Zina, VPSharedServicesCenter,EMBRAER
12:40 SSC’s leadership - Key factors that every leader should consider in the context of Shared Services Center’s transformation
1:10 Luncheon For All Attendees
2:10 SSC and BPO Leaders Roundtable – Innovation in BPO and Shared Services Centers• -HowsignificantistheroleofInnovationinCustomerSatisfactionandprocessefficiency?• -WhatarethemainareasofInnovationinBPOandSSCs?Whatareasstillneedtobeexploredandcouldhavegreatpotential?• -WhatisrequiredfororganizationstoembraceandimplementInnovationinitiatives?• -Finally,inyourSSCorBPO,areyoucurrentlyinvestinginInnovation?Whatweretheresults?
Felix Massun, Sr.Vice-presidentBusinessDevelopmentLatinAmerica,SUTHERLAND
Register Now!: Call: +1 888 482 6012 Email: [email protected] Web: www.sharedserviceslatam.com
2:55 The route of the Shared Services Center to BPO • ▪Risktransfertooutsourcing• ▪Outsourcingstrategieswithoutinvolvingquality• ▪WhataretheinvestmentsintechnologythatBPOisabletodo?• ▪BPOsavings• ▪BPOsupportingtheCSC• ▪Innovations• ▪Whereshouldeffortsbefocusedon?
Patricio Canales, GerenteGeneraldelCSC,FEMSA
3:25 Case study ScottMadden
Eduardo Prada, ManagingDirector,Eduardo Prada ConsultingBrad DeMent, Partner,SCOTTMADDENJuan José Maldonado, SharedServiceCenterDirector,PRONACA, Lider Servicios Compartidos
3:55 Afternoon Refreshment & Networking Break In The Solutions Zone
4:25 Shared Services Center regional models - Challenges incorporating countries and the benefits in costs and process standardization • ▪Howtochoosethegeographiclocation• ▪Howtobefacetofacewithinternalcustomers?• ▪ThetransitionfromdecentralizedservicestoaregionalSSC• ▪Basisfordecidingonregionalization• ▪CriteriaforselectingcenterstoprovideservicestoLatinAmerican• ▪CriteriaforselectingcountriesandoperationstosupporttheSSC
4:55 AL6 - Elected by you!!!Launchedforthefirsttimein2010,membersofSSONelectsixleadersamongsolutionproviderstoanswerquestionsduringaverymuchanticipatedlivesession.Sinceitsinception,everyyearmorethan5,000spectatorshaveseenthisonlinesessionandmorethan3,500membershaveseenitlivethroughtheworld.TheAL6wasestablishedtohelpprofessionalsunderstandhowtheirelectedleadersfeelabouttheSharedServicesCenterfutureandtheoutsourcingindustry.This is a session that you can’t afford to lose!
5:35 Conference Concludes
Register Now!: Call: +1 888 482 6012 Email: [email protected] Web: www.sharedserviceslatam.com
discounts
group of 2 attendees.............15% de descuentogroup of 3 attendees.............20% de descuentogroup of 4 attendees.............25% de descuento
register to attend
Pricing
Phone: +18884826012E-mail: [email protected]: www.sharedserviceslatam.com
Shared Services CentersPackages 31/05 30/06 31/07 After 31/07Conference $2,699 $2,799$2,899 $2,999
Solution ProvidersPackages Conference $2,999
Venue & AccOmmOdATiOnTrump national doral Miami4400 nW 87th avenueMiami, FL 33178(305) 592-2000http://www.doralresort.com/
Hotel Room informationroom rate: $150 plus tax ($20 resort fee waived)shared services Latin america has secured a special conference rate of $150 a night plus tax ($20 resort fee waived) for attendees. in order to make your reservation, please call the Trump national doral Miami at 1-800-713-6725 or 305-592-2000 and identify yourself as a shared services Latin america attendee. rooms are limited and are on a first come, first served basis, so make your reservations as soon as possible. The special rate expires august 4, 2014. after this date, rooms may still have available, so inquire with the hotel if you have missed the cut-off date.
CambiosenelPrograma:PodránocurrirposiblescambiosenelprogramadelaconferenciapormotivosajenosalSSON.Enelcasodequealgunodelosoradoresnopuedacomparecer,SSONharátodoloqueestéasualcanceparasustituirloporotroprofesionalcalificadoparalacharlasobreelasuntosugerido.Entretanto,SSONnogarantizalasustitución.