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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:


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


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.


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


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



2:30 The use of Lean 6 Sigma methodology in SSC planning and management Continuousimprovement:AdopttheLeanSixSigmamethodologyascultureandapplyitinyourdailywork.HowtohandletheuseofLean6SigmamethodologyinplanningandmanagementtheSSC.

Marcus MussiPlanejamentoEstratégicodeCréditoeCobrança


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


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


TRACK iMPLeMeNtAtioN TRACK MAtUre ssc


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


10:40 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


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


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


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


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.

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