GLOBAL BUSINESS SERVICES ROADMAP: NORDICS 2015 DRIVING VALUE & PERFORMANCE

& present

28TH 29TH APRIL 2015

MNCHENBRYGGERIET CONFERENCE CENTRE,

STOCKHOLM, SWEDEN

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Welcome to Global Business Services Roadmap: Nordics 2015 Driving Value & Performance.

What is global business services (GBS)? Its an integrated platform to deliver enterprise business services that drive efficiency and business outcomes, and evolves with the market and company needs. GBS disregards the traditional shared services and outsourcing paradigms, and centres the design of support services on the needs and priorities of the enterprise as a whole.

By doing so, it allows organisations to address the myriad of disruptors they face today:

An introduction from our hosts

And statements made by GBS adopters speak volumes about its value:

Cost cutting is not the priority for us; we are looking for productivity improvement through process improvement and standardisation.

GBS gets to see data across silos.

Anything that helps brand is much more valuable than cost savings.

Before it took 18 to 36 months to roll out financial policy now we can compress this to one quarter.

Unique differentiator we have transformation as an organisation nobody else has that.

GBS will support all brands with common capabilities. No need for either regional or brand view/delivery.

This event cuts through the GBS hype, offering practical solutions to your biggest challenges in developing a GBS strategy and implementing it in your organisation. Youll learn about how Statoil created one of the most advanced GBS models in the world; the latest trends in the Nordic and global marketplaces; the cost and value of moving up the GBS maturity curve; how Volvo is leveraging GBS as a strategic enabler; and how to build and maintain a solid governance model in a hybrid service delivery environment. Youll also have the opportunity to participate in a CXO GBS master class that will focus on the financial returns of GBS, business-focused value propositions, and in-depth discussions of ways to drive overall operational maturity. All participants will complete a GBS maturity survey, and the results will form the basis of the discussion.

We look forward to meeting you at this one-of-a-kind event, and sharing our collective experiences to help add specific value to your organisations unique transformation journey!

Your event hosts: Peter Lindstrom, Partner, Head of Management Consulting, KPMG in Sweden Bo Johansen, Partner, KPMG in Denmark Tone Leivestad Hall, Senior Manager, Head of Shared Service & Outsourcing Advisory, KPMG in Norway Jamie Liddell, Editor, Outsource

In-depth case studies from leading organisations inside and outside the Nordics, including Statoil, Volvo Group, GlaxoSmithKline, Vodafone, GE, and more!

An interactive agenda that puts you in the middle of the discussion with networking opportunities to engage further on tailored solutions and advice.

Real-time guidance from one of the leading advisors in the space with KPMGs global and regional teams present to provide local perspectives and global vision.

A pitch-free programme supported by first-rate thought leadership. Take a free Lite maturity assessment, on behalf of KPMG LLP. See details below.

Benefits of attending

Our speaker list includes: Kent Abrahamsson, Operations Coordination, SVP Office, Volvo Group Adrian Baldwin, Director, Service Excellence, Core Business Services, GlaxoSmithKline David Brown, Global Lead Shared Service & Outsourcing Advisory, KPMG LLP Karine Brunet, Head of Service Operation and IT Shared Services Center, Vodafone Stan Lepeak, Director, Global Research, Management Consulting, KPMG LLP Stephen Miller, CIO Europe, Standard Chartered Steven Poole, Shared Services - Offshore BPO Leader, GE Ann-Christin Spone, Head of Strategy and Transformation, Statoil Katariina Vesanto, Vice President, Financial Services, UPM

Youll have the opportunity to meet lots of other attendees during the program, including: CFOs, CIOs, Heads of Shared Services, Outsourcing and GBS Strategy Leaders, Finance/IT Directors, Controllers, SVPs, and VPs.

Who will you meet?

KPMG will be offering complimentary lite maturity assessments for all participants who wish to take part. The primary objective is to measure maturity of, and business outcomes delivered by, organisations GBS operations. Having run the assessment since 2012 the maturity test will measure where your model is, where you want it to be in three years time, and which sets of activities are best served to bridge that gap based on 100s of previous results identifying successful journeys along the maturity curve.

The survey takes 30-45 minutes to complete and can be done online pre-event or facilitated by a KMPG consultant in the Stockholm offices before the event begins. KPMG will share all of the research results with the participants including specific recommendations to drive GBS maturity. All participants receive benchmark analysis based on over 60 metrics as well as targeted prescriptive recommendations from senior KPMG subject matter experts on how to push the levers to drive GBS maturity. Furthermore, the collective results will be used to drive discussion throughout the event in the areas best serving the audience.

Maturity Assessments

16:00 - 20:00(45 minute slots)

PRE-EVENT WORKSHOP MATURITY ASSESSMENT CLINICS, KPMG office, Tegelbacken 4, Stockholm, Sweden.

Monday 27th AprilPRE-EVENTWORKSHOP

Maturity assessmentsKPMG consultants will be facilitating assessments the day before the event for those that wish to take the maturity assessment and havent already done so. We will help you pre-book a 30-45 minute slot where a specialist will go through the assessment with you.

All results will be kept confidential. The combined results will help steer discussion for the benefit of the audience over the coming two days and you will receive individual results shortly after the event along with advice and insights that will help you move along your own maturity curve.

09:00 - 10:00 Welcome Reception

10:00 - 10:15 Opening Remarks

David Brown, Global Leader, Shared Services & Outsourcing Advisory, KPMG LLPJamie Liddell, Editor, Outsource

10:15 - 11:00 Presentation: Finding Your Journey to the Top

Gain insights into the innovative work that took Statoils business service model from its early foundations through to one of the most advanced GBS models in the world. Spanning multiple phases and transformations, you will learn the key factors that made the differences throughout Statoils journey, and take inspiration to apply to your own projects back at the office.

Ann-Christin Spone, Head of Strategy and Transformation, Statoil

Tuesday 28th AprilDAY ONE

Monday 27th April

11:30 - 12:00 Presentation: Keeping Your Finger on the Pulse

KPMG is able to compare the latest trends in the Nordic and global market places through their annual Pulse surveys. Understand the trends, technologies and adoptions framing your landscape, and how those compare to the broader, global outlook.

Joakim Abeleen, Senior Manager, KPMG in Denmark Stan Lepeak, Director, Global Research, KPMG Management Consulting

12:00 - 13:00 Lunch

Breakout sessions: Delegates will break out into smaller groups and participate in facilitated conversations on key topics.

Introduction to Business Services Stream

Participants: For representatives from organisations that are in the earlier stages of the GBS journey and want to learn which steps and actions drive maturity the fastest.

Business Services Master Class Stream

Participants: Strategy-focussed C-level or GBS leads from organisations that are at higher stages of maturity and can share best practices and lessons learned with the other participants. Completion of the GBS maturity assessment is mandatory for this session.

13:00 - 13:30

11:00 - 11:30 Presentation: GBS as a Strategic Enabler

Volvo shows how moving to an integrated GBS delivery model has further enabled their wider corporate strategy. Whether you are considering moving to a GBS model or have already made the transition, this presentation will highlight the benefits a GBS model can create and how it unlocks further opportunities across the business.

Kent Abrahamsson, Operations Coordination, SVP Office, Volvo Group

13:30 - 13:50

Roundtable Discussions: The 10 Dimensions of GBS

Pick a topic and join the discussion.

Our topical experts will facilitate these sessions with openness and candour.

Share your challenges, exchange ideas, and build a network of peers who can help you along your journey.

Building a commercial perspective

Presentation: Show Me the Money Quantifying the Cost and Value of Moving Up the Maturity Curve

This session will summarise over 30 case studies of companies; looking at the financial benefits of achieving higher levels of maturity as well as their attendant costs.

We will also present a working model which companies can use to plug into their own operating assumptions to evaluate possible outcomes.

13:30 - 14:30

Presentation: Business Services Concepts and Operating Model Dimensions

Enhance your understanding of the various operating model dimensions that provide the context to your business services model and its current and future states as you progress up the value curve.

As part of this session, we will reflect on maturity assessment survey results of the audience as a whole and the key ways to drive these organisations to higher levels of maturity.

Joakim Abeleen, Senior Manager, KPMG in Denmark

Presentation: Reviewing Maturity Assessment Results

GBS value drivers and key strategic themesThis session will combine the survey results of conference participants and another 100 global firms that have taken part in KPMGs GBS maturity survey in the last six months.

We will examine key drivers of maturity as well as gaps and opportunities among the survey participants in the room. As part of this session, we will facilitate a roundtable of survey participants and discuss their real-time responses and respective plans to drive their organisations to higher levels of maturity. Focus will be on actual projects, their timing, and benefits.

Don Ryan, Director, KPMG LLP

13:50 - 14:30

Roundtable Discussions: Discussing the Maturity Results. What Moves the Needle?

Understand the learnings and insights linked to progress along the maturity curve. We will discuss the key initiatives within each of the 10 levers of maturity, including process excellence, governance, and talent. Which actions bring the highest reward?

We will identify, and quantify, the most significant benefits and costs that extend beyond mere outsourcing and labour arbitrage savings. We will also illustrate those functions and applications with end-to-end to process delivery that lie within the domain of GBS organisations today. We will leverage maturity cases that highlight financial costs and benefits to aid in the discussion, and for participants to use as real-time benchmarks.

Facilitator: Adrian Baldwin, Director, Service Excellence, Core Business Services, GlaxoSmithKline

Adopting data and analytics Building process excellence Governing enterprise services Creating a programme for change

management

For more information on the GBS Roadmap roundtables, please contact the organisers at events@outsourcemagazine.co.uk

Outlining the strategic intent of the

GBS organisation Defining your service portfolio Managing talent Adopting technology to enable your

GBS organisation Optimising tax and risk

Session will feature an external case study from GSK.

Don Ryan, Director, KPMG LLPAdrian Baldwin, Director, Service Excellence, Core Business Services, GlaxoSmithKline

15:00 - 15:30 Break

15:30 - 16:30

Presentation: Managing Successful Transitions

Learn how Novozymes successfully transitioned 100 FTEs to India and China including both transactional F&A processes and high-end reporting and analytics. Here you will find out what went well, what didnt and what will be done differently as Novozymes progress to a second phase of transition.

Maarit Pokkinen, VP Global Business Services, Novozymes

Roundtable Discussions: Building a Better GBS

Choose one of the following four areas: which do you feel will be your biggest driver to a better GBS model?

1. Merger and Acquisition integration2. Process optimisation3. Customer Experience standardisation4. Brand consistency

16:30 - 17:00 Breakouts

14:30 - 15:00 The journey from automation to digital workforce

As automation develops through autonomics to cognitive support we stand at the edge of a new era: the era of the digital workforce. IT operations is shifting rapidly to a new model populated by virtual engineers that provide autonomic IT management. Other business processes from finance to HR will soon follow suit, embracing virtual agents. In order to harness the full potential of these technologies we will need to re-define the roles occupied by man and machine and the relationship between them. Henrik Eriksson, Technical Director, IPsoft

Presentation: Finding the Right Location

Understand the factors that form a location assessment. What are they and how are they weighted? Well take a look at the CEE region as related to a wider global case study, and show you how to apply a location strategy in a GBS context with call centres, Finance, and IT functions integrated into a single, broader strategy.

Karine Brunet, Head of Service Operation and IT Shared Services Center, Vodafone

Utilising Technology to support GBS: Whats in your stack?

Learn how large organisations are integrating infrastructure, applications, process and service delivery as a stack to reduce speed to market, lower the risk of implementations, simplify integration of acquisitions and significantly lower the total cost (and effort!) of ownership.

Jack van Eijk, Senior VP, Capgemini

Presentation: Governance of Multi-Source Set-Ups

Discover how you can implement and maintain a simple, but solid, governance model when mixing captive and outsourced delivery to achieve desired outcomes. Find out how to identify the best balance of captive and outsourced delivery, drive collaboration, and deliver continuous improvement.

Sven Langerak, Director, Sourcing & Vendor management, Posten Norge AS

Finding the right location

Continue the topical discussion in a more intimate group. With guidance from our facilitators and perspective from fellow attendees, you will hear the collective stories and challenges of the group, and engage in peer-to-peer discussion.

Utilising Technology to support GBS: Whats in your stack?

17:00 - 17:45

Governance of multi-source set-ups

Roundtables

17:45 - 18:00 Presentation: Day 1 Wrap-Up and Day 2 Preview

18:00 - 20:00 Networking and Drinks

Wednesday 29th AprilDAY TWO08:30 - 09:00 Welcome Reception

09:00 - 09:30 Presentation: Implementing and Operating a GBS Set-Up

A candid case study of GEs journey from set-up to present day operations for their highly successful GBS service delivery model. Recognised as the first leader in shared services, GE have been on the front foot ever since. Find out what drivers have accelerated GE up the maturity curve and what lessons have been learnt along the way.

Steven Poole, Shared Services - Offshore BPO Leader, GE

09:30 - 10:00Panel Discussion: Solving Your Biggest GBS Challenges The Live Debate

Our panel of thought leaders will discuss the biggest challenges as shared during Day Ones GBS roundtables. Their insightful dialogue will explore the key issues and potential solutions in combination with their real-life experience.

Facilitator: Stan Lepeak, Director, Global Research, KPMG Management ConsultingPanelist: Hilda Lilje, Head BPO Nordic region, Tata Consultancy ServicesPanelist: Andrzej Hutniczak, Senior VP, Head of BPO Product Development, Capgemini

10:00 - 10:30Presentation: How To Work With a Service Provider to Create Value

Glean perspective from both sides of the fence on what it takes to create a successful working relationship that generates value for both parties in an outsourcing relationship. Understand how to extend the value of a contract: through robust SLAs, effective dispute resolution, and realising innovative ways to add worth.

Katariina Vesanto, Vice President, Financial Services, UPMPieter van den Goor, Vice President, Business Development, Genpact

10:30 - 11:00 Break

Presentation: Providing Data and Analytics

How can GBS be leveraged to provide data-driven insights to the business? What is the importance of master data? What value can you really derive from data and analytics? HCL shows what it takes to acquire data and how to leverage it to best effect.

Gary Plumpton, Regional Director Business Services, HCL

Presentation: The Challenges in Outsourcing & Vendor Management

Stephen identifies the challenges faced when entering a relationship and how to conduct a full analysis when assessing your outsourcing options. We look at the challenges of Outsourcing, managing the partnership and knowing your third party.

Stephen Miller, CIO Europe, Standard Chartered

Presentation: Process Ownership

When moving processes to GBS, who owns the processes, and how is end-to-end process excellence driven? How is value achieved through process ownership? We explore all these questions to help you drive additional value for your organisation.

Rob Larsen, Director Finance Operations, Universal Music GroupDorin Ioanas, SVP Finance & Accounting, WNS

11:00 - 11:30

Three topics to select from based on interest. All topics will be repeated in the afternoon, allowing for each participant to join two sessions.

11:30 - 12:15

The Challenges in Outsourcing & Vendor Management

Process Ownership Providing Data and Analytics

Continue the topical discussion in a more intimate group. With guidance from our facilitators and perspective from fellow attendees, you will hear the collective stories and challenges of the group, and engage in peer-to-peer discussion.

Breakouts

Roundtables

12:15 - 13:15 Lunch

Presentation: Providing Data and Analytics

How can GBS be leveraged to provide data-driven insights to the business? What is the importance of master data? What value can you really derive from data and analytics? HCL shows what it takes to acquire data and how to leverage it to best effect.

Gary Plumpton, Regional Director Business Services, HCL

Presentation: The Challenges in Outsourcing & Vendor Management

Stephen identifies the challenges faced when entering a relationship and how to conduct a full analysis when assessing your outsourcing options. We look at the challenges of Outsourcing, managing the partnership and knowing your third party.

Stephen Miller, CIO Europe, Standard Chartered

Presentation: Process Ownership

When moving processes to GBS, who owns the processes, and how is end-to-end process excellence driven? How is value achieved through process ownership? We explore all these questions to help you drive additional value for your organisation.

Rob Larsen, Director Finance Operations, Universal Music GroupDorin Ioanas, SVP Finance & Accounting, WNS

13:15 - 13:45

Three topics to select from based on interest. All topics will be repeated in the afternoon, allowing for each participant to join two sessions.

13:45 - 14:30

The Challenges in Outsourcing & Vendor Management

Process Ownership Providing Data and Analytics

Continue the topical discussion in a more intimate group. With guidance from our facilitators and perspective from fellow attendees, you will hear the collective stories and challenges of the group, and engage in peer-to-peer discussion.

Breakouts

Roundtables

15:15 - 15:30 Wrap-Up and Closing Remarks

VENUEThe Brewery Conference Centre, Stockholm

Torkel Knutssongatan 2, 118 25 Stockholm,Sweden

This beautiful, stylish venue overlooking the City Hall and Old Town, is located in the city centre just a short ride away from Stockholm Central Station.

BOOK NOW Heres how you register for a complimentary pass:Email the team at: milan.maksimovic@outsourcemagazine.co.uk Call us on: +44(0)20 8815 1581Register online at: www.gbsroadmap.com/delegates/form

Team bookingsThe best way to attend the event is as a team. Take on both the Finance perspective, and IT perspective for a more holistic view. Please refer to your colleagues or contact our team requesting a group booking.

For further information please visit www.gbsroadmap.com

14:30 - 15:15

Details to follow shortly

Kim Walse Jensen, Executive Director - Corporate Service Centre, Maersk

Presentation: Delivering for Maersk