Earn HRCI

May 19-21, 2014 • Chicago Marriott Credits!

Downtown Magnificent Mile

The Evolution of HR Shared Services.

Harnessing the Power of Disruptive Technologies to Streamline the Customer
Experience & Achieve World-Class Performance in HR Shared Services What to Expect in 2014
Our customizable dual
4 track program provides
Diaa Mohamed Karla Younger Jeff Ellis Beth Susman
HEAR BIG IMPACT

double the learning

Vice President - Vice President, VP & CFO Vice President,
IDEAS FROM

opportunities whether you are

Global HR HR Services HRSS and HR Professional in the early stages of planning
Services & HRIS Benefits Service or working in a “mature”
Hewlett- Coca-Cola MGM Resorts Centers HRSSO
Packard Refreshments International Quintiles
4

More interactive
and discussion based
sessions, such as our new
“Tweet Your Question” Speaker
Q&A, ensure your educational
experience meets your unique
The Latest and Most Comprehensive HR Shared Services Insights: needs

3 Interactive
2 22+ 4 Expand your professional
network and get introduced
Knowledge Practitioner Case
Workshops to top industry practitioners
demonstrate the Sharing Sessions Study Presentations during our 5+ hours of
“know-how” skills and allow you to strategize reveal how your peers structured networking
expertise you need alongside industry experts are effectively reinventing opportunities
to transform your HR and like-minded peers on the HRSS delivery model
services from a nice- building a business to further boost savings
to-have to a case for IT investments and maximize
must have or optimizing strategic
HRSS impact

Sponsors: Media Partners: Knowledge Partner:

Human Resources
Professionals
LinkedIn Group

REGISTER NOW www.HRSSOutsourcing.com | 1-800-882-8684 | enquiry@iqpc.com

Dear Colleague, Who You’ll Meet:
The 15th HR Shared Services & Outsourcing Summit is the industry’s most trusted resource
Heads, Vice Presidents, Directors, and Managers
for peer-to-peer learning for one simple reason: we listen to you. After months of extensive responsible for:
market research with past attendees and conversations with our Advisory Board, we’ve
developed our most comprehensive and actionable program yet. Whether you have only just HR Shared HR
begun your HR transformation or are currently working to optimize an existing HR shared Services Technology
services delivery model, our think-tank like environment offers an in-depth and highly
customizable educational experience that’s guaranteed to meet your needs.
Taking place this May 19-21 in Chicago, attend the 15th HR Shared Services & Outsourcing
Summit to find out how your peers are moving into the next generation of HR shared services by:
• Leveraging leading-edge technology, such as mobile solutions, to drive customer
satisfaction and enhance the user experience HR Service HR Metrics
Delivery
• Expanding the scope of HRSS to drive consistency, accuracy and accountability of
knowledge based services
• Embracing advanced analytics to enhance decision making and develop more evidence-
based HR strategies HR Transformation HR Operations

• Ensuring HRSS initiatives are designed to support future growth

We are delighted to bring you the top thought leaders in this field to provide you with the skills
and insights needed to accelerate Your HR shared services journey.
We look forward to seeing you in May! Sponsorship and Exhibition Opportunities
Sponsorships and exhibits are excellent opportunities for your
company to showcase its products and services to high
level, targeted decision makers attending the HR Shared
Elizabeth Mixson Services & Outsourcing Summit. For more information on
Content Director sponsoring or exhibiting please contact Chris Ritchie at
1-212-885-2799 or spex@iqpc.com.

A Special Thanks To Our Advisory Board:

• Pamela Cotton, VP of HR Shared
Services, Saks 5th Avenue
• Brandon Bayles, Director, HR
Operations, Halliburton
• Imtiaz Shaikh, VP HR shared services,
Hitachi Data Systems
• Kathleen Reagan, Director, HRSS,
Iron Mountain
• Linda Higgins, VP Organization and
Human Resources, Lafarge
• Gayle Mateer, Senior Director HR
Delivery Solutions, eBay
• Amy O’donnell, Director, HR Service
Center, Dignity Health
• Don Potter, VP, HR Operations and
Global Shared Services, EMC
• Mia Isnardi-Shook, Sr. Director, Human
Resources, Hitachi Data Systems
• Ginny Sutton, Senior Vice President,
Global Total Rewards, HRIS & HR
Shared Services, Newell Rubbermaid
• Matthew Burns, Director Global
Strategic Initiatives and Operations,
Lockheed
Martin Corporation
• Laureen Strohl, Director, Compensation
& Retirement Plans, Lafarge
• Karla Younger, Vice President - HR
Services & HRIS , Coca-Cola Enterprises
• David Halleck, VP Compensation,
Benefits and HR Shared Services,
OfficeMax webinars and whitepapers and more. To join
HRCI Credits
This Program has been approved for recert-
ification credit hours through the Human
Resource Certification Institute (HRCI). For
more information visit: www.hrci.org
About About
The Shared Services & Outsourcing Network Become a member of Human Resources
(SSON) is the largest and most established IQ and receive complimentary access
community of shared services and outsourcing to resources that will keep you at the
professionals, with over 65,000 members forefront of industry change. You will
globally. We provide the roof under which receive access to our growing library of
key industry experts and organizations share multi-media presentations from industry
their experience, knowledge and tools, and leaders, an email newsletter updating you
SSO practitioners connect with others all on new content that has been added, free
over the world, face to face and online. It aggregated news feed from over 1000
provides Complimentary access to exclusive global news sources tracking your industry
interviews, industry reports, survey results, and special member only discounts on
events. Become a member here:
for free, visit www.ssonetwork.com. www.humanresourcesiq.com/member

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Pre-Conference Workshop Day Monday, May 19, 2014 Separately
Bookable

A
9:00 8:30 Registration for Workshop A
Help Employees Help Themselves with an Integrated HR Service Delivery Approach
Most HR professionals are familiar with the term Human Capital Management as a why the HRMS’s employee and manager self-service applications, alone, can’t
descriptor of the processes and technology used to support the management of accelerate HR service delivery.
human resources in their organization. If Human Capital Management is the “what • How new technologies are using consumer-like experiences to provide the kind of
and where”, then HR Service Delivery is the “how”. high-touch, high-yield experience that is core to HR service delivery success and
Organizations today seek to deliver excellent service to their employees without adoption as a major strategy.
adding cost. Most are challenged with “doing more with less” as their budgets get • The trends we are seeing in HR service delivery
cut and headcounts reduced. By connecting the dots for employees with relevant
In addition, you’ll learn how one organization leveraged technologies to change the
contextual information, employees can be fully empowered to help themselves.
way HR operates.
This workshop will explore the following with regard to HR Service Delivery
Jay Zuckert
technologies, including:
Product Director
• The role of the HR system of record in the HR Service Delivery architecture and
Infor

B
11:30 11:00 Registration for Workshop B
Global Business Services vs. Shared Services
Over the last 15 years, more than 90% of medium and large companies have adopted Topics of discussion:
a shared services strategy. More than 70% of shared services organizations now • Guiding principles to transform to global business services
incorporate more than one function. Strategies are increasingly global in nature • Determining the right model for your organization
and expansion continues to new geographies, functions, and business units. While • How companies are expanding scope and geography
most of these companies are still working on optimizing their centers, they’ve proven • Regaining focus on business responsiveness and relationships
that shared services has delivered on its promise to contribute to their company’s • Infusing innovation through continuous improvement, COEs, and third-party
competitive advantage. relationships
• Ensuring goal alignment
So, how do you effectively combine shared services and outsourcing into one • Developing a governance strategy
integrated global business services framework? How does a global business services • Key success factors
strategy differ from the narrower focuses of shared services? A new generation of
shared services is on the way. Organizations with global business services are taking Scott Manning
a more holistic approach to delivering higher value services with a mix of captive and Partner
outsourced operations across diverse geographies. Attend this workshop and begin ScottMadden, Inc.
rethinking your traditional model of shared services!

C 2:00 1:30 Registration for Workshop C

Two-for-one: Use Self-Service to Drive Down Service Delivery Costs and Drive Up Employee Engagement
HR Shared Service Centers are tasked with achieving two potentially competing goals:
driving down the costs of service delivery through productivity and efficiency, and delivering
a superior experience to the employees, that will put them in a more highly-engaged state.
In this workshop, you’ll see how Merck KGaA is using their Employee, Manager and
HR Business Partner Portal to delivery HR Services in a highly efficient way, and to
simultaneously measure, manage and improve customer satisfaction. Specifically, you’ll
learn how Merck KGaA has achieved, and continues to build upon the following:
• Reduced and eliminated paper from many complex HR Processes, by publishing Smart
Forms to the Portal.
• Automated Processes through Workflow tools, to reduce manual administrative work, and
drive down costs.
• Built customer feedback tools, including surveys, into the Portal and Case Management
process to continually measure employee satisfaction.
• Use the survey results to improve the service delivery and satisfaction, to drive up
employee engagement.
This session will include demonstrations of processes through the company’s portal,
and interactive discussion about Merck’s Portal Evolution: the journey from initial
implementation to current state, as well as future plans. Kim Rose, Project Manager,
HR Service Delivery for Merck KGaA - one of the world’s largest manufacturers of
pharmaceuticals - will present. Kim will be joined by Jim Watson, Senior Solution
Consultant for Neocase Software.
Kim Rose
Project Manager, HR Service Delivery
Merck KGaA

4:00 End of Workshop Day

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Main Conference Day One Tuesday, May 20, 2014
7:45 Registration and Coffee
8:45 Chairman’s Welcome
9:00 Know Your Worth: Keys to Assessing the Value of Your Today to Create the Value of Tomorrow
This presentation showcases proven methodologies for conducting meaningful • Key strategies for using your value assessment to develop the structure,
and actionable value assessments on your HR service delivery model. In systems and capabilities of your HR delivery model
addition, hear how others have leveraged the results of their value assessment • A better understanding of what barriers your face and how you can build a
to successfully transition from the status-quo into the next generation of HR roadmap to overcome them
Service Delivery. Take home: Kelvin Lovely
• A step-by-step guide for assessing the value of your HR organization Business Process Consultant
Infor

9:45 Drive Employee Empowerment and Maximize the Employee Experience from “Hire to Retire”
Since its foundation 75 years ago, HP has been a pioneer in HR practices. It is • Emphasizing on customer satisfaction and loyalty
no surprise that its shared services model was implemented over a decade also. • Shaping a highly motivated team through employee development and recognition
Through this journey, HRSS practices evolved to answer the realities of today’s of desired behaviors
environment, using metrics, analytics and awareness strategies to drive efficiencies • Developing marketing strategies for HRSS
and enhance employee satisfaction. • Using the right technologies for the employee’s needs
In this session, you will discover t how HP’s HRSS make a tangible impact on Diaa Mohamed
employee engagement and support HP’s turnaround by: Vice President - Global HR Services
• Simplifying and streamlining the support model Hewlett-Packard
10:30 Human Resources Shared Services Benchmarking Study – How Do you Compare?
Organizations today face challenges for their HR Shared Services to be as What you will learn:
efficient and effective as possible, while delivering the “expected” level of • Performance metrics
service to customers. In this session, ScottMadden will present highlights • Scope and sourcing of services
from its third annual HR Shared Services Benchmarking Study. Designed by • Staffing models and tiered approaches
ScottMadden and facilitated by AQPC, this study provides reliable, comparative • Service center costs
benchmarking data that you can use to validate your operation’s performance • Technologies and channels of contact employed
to senior leadership and improve the efficiency and effectiveness of your HR
Scott Manning Tina Krebs
Shared Services. See how your organization compares and where the industry
Partner Partner
is headed in this data-rich presentation.
ScottMadden, Inc. ScottMadden, Inc.
11:00 Networking Break
Concurrent Tracks. Please Choose Track A or B
Track A: Planning, Launching and Stabilizing HRSS Track B: Continuous Improvement, Expansion & Next Generation HRSS
11:30 Build a Business Case for Technology Investment: Reinvent HR Shared Services: Build a Roadmap for
Realizing the Value of HR Technology as a Key Enabler of Optimization and Expansion
Your HR Transformation A company’s HR shared services journey doesn’t end with stabilization.
New cutting edge Solutions, such as cloud computing and mobile technology, can However, though many organizations are looking to maximize the value of their
enable HRSS organizations to significantly improve the quality of services delivered and HR shared services center, they aren’t sure where to begin. In this interactive
further drive enterprise-wide value. However, securing the funding and internal support session, which includes both a short 20 minute case study presentation and
necessary for IT purchases can sometimes present a challenge from HRSS. In this group discussion, explore real-world tested approaches developing a game plan
interactive session, which includes both a short 20 minute case study presentation and for HR shared services optimization and expansion.
group discussion, explore key considerations and best practices for building a business Identify and asses new opportunities for growth
case for technology investment. Key discussion points will include: Diagnose performance gaps and successfully re-engineer broken processes
• Assessing the ROI of technology based-solutions Establishing a clear vision for expansion
• Identify priorities and developing a benefit realization plan Karla Younger
• Understating the organizational costs of implementation, such as process VP, HR Services & HRIS
redesign and training
Applicant Applicant

Coca-Cola Refreshments
Gayle Mateer Knowledge
Benefits Payroll
Knowledge
Benefits

Sr. Director, HR Delivery Solutions Sharing Sharing

Employee Employee
Session Self Session Self
eBay Inc Service Service

News Training News

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HR HR
Main Conference Day One continued
12:45 Networking Luncheon
Track A: Planning, Launching and Stabilizing HRSS
1:45 I’m Not Doing That! And Other Fun Things Employees Say
when Large-Scale Change is Needed
No one likes change (unless it’s in your couch cushions) and by nature,
people resist change that is “happening to them”. Join us for an engaging
session on how you can lead successful organizational transformation that
employees are eager to get behind and make happen. Instigate a ground
swell that carries the needed changes forward – quickly – and with a sense of
anticipation and excitement!
• The skill set needed to initiate effective ways to recruit, retain, and engage
employees.
• Change management techniques to create a smooth HR transformation.
• How to over come resistance and obtain total employee and management buy-in.
Kelly Butler Cheryl Dorsey
Senior Director, Global HR Operations Global Product Manager, HR Operations
Rackspace Hosting Rackspace Hosting
2:30 Secrets to a Successful Global Expansion: How Biogen
Idec Designed an Efficient, Flexible and Scalable Delivery
Model for Global HR Shared Services
Implementing and managing a shared services operation on a global scale
has several common obstacles. Varying labor laws, technical challenges
and cultural difference are just a few that all converge, making working in a
global environment one of the most difficult parts of an SSO’s journey. In this
session, which focuses on the globalization of the SSO, attendees will:
• Discuss overcoming regulatory obstacles
• Explore insourcing vs. outsourcing options in a global market
• Determining capabilities and scope of global HRSS
Adriana Bokel Herde Liz Abbott
VP, Corporate HR Associate Director, HR Operations
Biogen Idec Biogen Idec
3:15 Networking Break
3:45 Automation as a Key to Transformation – Leverage New HR Technology to take the cost out of HR Processes & Service Delivery
HR Process Improvement continues to be a top priority of today’s CHROs. In
this session, you’ll learn how a global hospitality & gaming company is giving
their employees greater capabilities and self-sufficiencies through their self-
service portal.  In the process, they’re reducing administrative, manual and low-
value work in the Service Center to cut costs, and make room for higher-value,
strategic projects. They will also demonstrate how they leverage integration
to existing HR and HCM solutions to create a better 360 management of their
activity through intelligent notifications, workflows and automated actions.
The key to this is a unique next-generation toolset that gives non-technical HR
administrators new capabilities, including:
REGISTER NOW www.HRSSOutsourcing.com | 1-800-882-8684 | enquiry@iqpc.com |
Tuesday, May 20, 2014
Track B: Continuous Improvement, Expansion & Next Generation HRSS
The Truth About Going Global: An Inside Look into the Successful
Execution and Delivery of a Global HRSS Expansion
Over the past several years, Royal Bank of Canada (RBC) has expanded its HR
Shared Services operations outside of North America adding locations in British
Isles, Caribbean, Hong Kong, Singapore and most recently Luxembourg. At
present, HR Shared Services supports 95% of RBC’s global locations. In this
session, you’ll hear the approaches taken, the challenges faced and the solutions
that were developed.
• Dealing with the challenge of supporting widespread global businesses
• Assessing the options to solve for different sized operations
• Lessons learned through implementing global HR Shared Services
Sheila MacDonald Karen Cooper
Director HR Service Centres HR Services - Europe & Asia
Canada, Europe & Asia Royal Bank of Canada
Royal Bank of Canada
The Next Horizon of HR Shared Services: Leverage the Shared
Services Model to Optimize the Employee Relations Function
Ensuring a safe and productive work environment in one of the most important and
sensitive areas of HR. As HR shared services organizations continue to develop,
many are incorporating employee relations into their service delivery not just to cut
costs, but to better mitigate risk in an increasingly-complex legal and regulatory
environment. Key considerations to be explored include:
• Setting up metrics to measure the efficiency and effectiveness of a centralized
ER function
• Leveraging case management tools to deliver timely service and promote
accountability
• Overcoming internal resistance and building a business case for “long-distance” ER
Beth Susman
Vice President, HR Professional Service Centers
Quintiles
• Design and Build complex HR processes using a single drag-and-drop
graphical tool.
• Publish more processes & transactions to the Self Service portal.
• Offer multi languages content to their employees
• Monitor and analyze processes through business intelligence tools
• Quickly modify or update processes, without IT or vendor resources
• Interface processes  to 3rd-party systems
Jeff Ellis
VP & CFO HRSS and Benefits
MGM Resorts International
#15HRSSO 5
Main Conference Day One continued Tuesday, May 20, 2014

4:30 Leverage Meaningful Metrics to Connect Human Capital Strategy to Business Outcomes
As HR processes become more automated, HRSS organizations have
accumulated large volumes of data related to job performance and
satisfaction. Learn how one company was able to collect, sort, and analyze
large amounts of information in order to make smarter decisions related to
workforce management and talent strategy.
• Effective tools for collecting and analyzing data
• Creating effective employee surveys and performance metrics
• How to transform raw data into meaningful and actionable conclusions

5:15 Speaker Roundup: Tweet Your Question - #15HRSSO

6:00 End of Main Conference Day One

Main Conference Day Two Wednesday, May 21, 2014

8:00 Registration and Coffee
8:45 Chairman’s Welcome
9:00 Adventures in Workforce Planning: Incorporate Strategic Workforce Planning to Maximize the Business Results and Value of HRSS
Workforce planning is about predicting future labor market needs and ensuring entire business
that the right people in the right jobs at the right time. In this session, discover • Structuring your strategic workforce initiative
how you can successfully incorporate strategic workforce planning in your to optimize business results Applicant

HRSS model by:

David Lenahan
• Analyzing current workforce and determining future service needs and an
Director HR Technology and Operations Benefits Payroll
analysis of the type and size
Campbell Soup Company
• Addressing and understanding external workforce factors that affect the
Employee
9:45 Show Us Your Portal Self
Service
A “show & tell” for employee self-service portals, find out how your peers are leaders on how they effectively designed,
leveraging employee self-service tools to more effectively serve customers implemented and continuously improved their News Training
while reducing operational costs. Get the inside scoop from four industry employee self-service offering.

10:45 Networking Break HR

Concurrent Tracks. Please Choose Track A or B

Track A: Planning, Launching and Stabilizing HRSS Track B: Continuous Improvement, Expansion & Next Generation HRSS

11:15 HRSS Expert Q&A: Collaborate with IT to Fast-Track your
HR Shared Services Journey
IT is a key player in selecting and deploying the software and infrastructure
that enables the simplification and streamlining of HR processes. In order
for any HR transformation to be successful, HRSS and IT must work together
to develop practical and effective solutions. Though developing a strategic
partnership with IT can be dicey, there are some best practices to consider:
• Bridging the gap: Selecting a ‘go-between’ who has a natural grasp of both
sides of the coin
• Integrating your HR team with IT to encourage continuing dialogue and, as
a result, achieve continuous improvement in systems
• Communicating future goals to ensure flexibility and agility is built in to
current systems
Binu Mohan
Founder, CEO
UNI-B Solutions LLC
Build an Integrated Technology Strategy for Achieving
Excellence in Multi-channel Customer Service
Most HR Shared Service Centers offer their customers more than one way in. Common
channels include email, telephone and web portals. And with a growing demand for Chat,
the highway infrastructure is only getting more complex. This session will present a series
of best practices that enable a service center to cater to employee demand for multiple
channels, while maintaining high levels of productivity and cross-channel agility. Key
themes to be explored include:
• Accessibility and Availability – Is self-service easy to access, from any device?
• Findability – are answers and information easy to find within each channel?
• Relevance – do your channels deliver relevant information for a complete customer journey?
• Consistency of Experience – Is the quality of experience consistent across channels?
• Feedback - are you able to measure feedback on service delivery, for each channel?
This session will map industry best-practices to shared service technologies to give you a
roadmap for planning and fine-tuning your multi-channel strategy.
Jim Watson
Product Consultant
Neocase Software

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Main Conference Day Two continued Wednesday, May 21, 2014

12:00 Survive the HR Content Avalanche HR BPO: The Journey from Implementation to Acceptance to
Ensuring quality and accessible HR related content is one of the key Adoration
deliverables of any HR department. In this session, learn best practices in Review the backdrop and history of the shared service area at SHC including
creating, collecting and organizing HR related content to maximize business the implementation strategy and execution. Then the changes and strategic
impact and increase customer satisfaction. vision that were required to win over the hearts and minds of the HR team and
• Assessing the effectiveness of HR related content employee population, moving them to an acceptance mode with the ultimate goal of
• Discover new content and knowledge management solutions adoration.
• Exploring the relationship between content and compliance
Danielle Norman Joe Jones
Scott Manning Director, HR Associate Services
Sr. Director, HR Operations
Partner Sears Holdings Corporation
Sears Holdings
ScottMadden, Inc.

12:45 Networking Luncheon

Track A: Planning, Launching and Stabilizing HRSS Track B: Continuous Improvement, Expansion & Next Generation HRSS

1:45 Unleash the Power of the Motivated Team: Drive Take Advantage of Marketing Techniques to Become the
Performance by Engaging HRSS Employees and Building Provider of Choice
Career Paths The employee experience is the foundation of the HR shared service function at Novo
Retaining and engaging talent is one of the most pervasive and persistent Nordisk. In this session, you’ll learn how the Ask HR team achieves “best in class”
challenges corporate leaders face. In this session learn best practices in employee satisfaction results to ensure we meet both business and employee needs by:
developing and retaining HR shared services talent. This session includes a · Developing an effective marketing strategy to promote awareness and
case study presentation and discussion surrounding: understanding across the company.
• Career and succession planning for HR shared services talent · Leveraging “Voice of the Customer” and survey metrics to convert feedback into
• Developing rewards and recognition programs that drive employee action plans, drive continuous improvement, and communicate our success.
engagement · Implement a plan to sustain success. What gets measured gets done. At Novo
• Assessing and maximizing employee performance and productivity Nordisk, we do this through weekly cLEAN Board meetings and a culture that
rewards continuous improvement
Mary Schnackenberg Laura Brock
Director, Human Resources Senior Business Support
Employee Services Coordinator, HR Employee Services
Novo Nordisk Inc. Novo Nordisk

2:30 The Path to Efficiency: Select and Leverage Meaningful When Efficiency Meets Effectiveness: Cultivate a Culture of
Metrics to Achieve Performance Excellence Continuous Improvement to Drive Performance
Continuous Improvement ideology allows business leaders to identify performance
Performance metrics are the indicators a shared services organization uses
gaps and implement solutions in a timely and effective manner. Learn about
to gauge performance and to measure progress against desired objectives. the tools and strategies available to effective communicate your continuous
The ability to set priorities and measure performance in a consistent manner improvement strategy.
is critical. This session highlights best practices in setting up performance Driving change through relationships and key stakeholders
metrics and demystifies: Key challenges in implementing and sustaining a quality program and how you can
• Creating a set of priorities and objectives that are meaningful for all HRSS overcome them
employees
• Measuring performance through consistent, measurable and actionable
metrics
• Tools and strategies for using numbers to tell a story and demonstrate ROI

Alice Penton
Brandee Bible
Finance Manager, Employee Service Center
Director, Employee Service Center
Genuine Parts Company
Genuine Parts Company

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Main Conference Day Two continued Wednesday, May 21, 2014
3:15 Networking Break

3:45 Adopting a Hybrid Delivering Model: Examining Outsourcing vs. Insourcing on a Global Scale
Shared services and outsourcing are no longer distinct business practices. • Creating a clearly defined governance structure
These days many organizations are investing in hybrid models of HR service • Developing a long-term view of global sourcing strategy
delivery by integrating both internal and external systems and providers. This • Managing risk on a global scale
session showcases the re-evaluation of sourcing models, identified the optimal • Aligning service offering with business needs
delivery structure, and integrated multiple internal and external systems to
reign in costs and deliver the best service to their customers.

4:30 Unlocking New Efficiencies Through Successful Vendor Management

From designing a business case to continuously improving your shared services • Setting up metrics to measure the quality of service
operations, vendors play a key role in ensuring your operation’s success. In this • Vendor selection and tracking
session, we’ll discuss how cultivating a strong win-win relationship with your • Establishing strong lines of communication
vendors leads to optimal service delivery and enhanced performance.

5:15 End of Conference

About The Sponsors

Dovetail Software
Website: www.dovetailsoftware.com
Dovetail Software delivers a SaaS-based HR case
management and help desk solution that supports HR Shared Services
Centers (HR SSC). Designed for scalability, rapid deployment, frequent
and easy, feature-rich updates, and affordable cost of ownership, Dovetail
Employee Engagement Suite (EES) has an easy-to-use interface, configurable
workflows, integrated knowledge management, an employee service portal
and powerful reporting capabilities. It is highly configurable and can easily
integrate with your existing Human Resource Management System and other
systems of record. Dovetail supports a multi-tiered approach to service
delivery and provides a framework that addresses how work flows through HR
organizations. The flexible framework allows for easy yet secure configurations
through incoming email rules, event rules, and workflow routing rules. Dovetail
EES stores a centralized, full history of all communication with your past and
current employees resulting in more efficient interactions and less exposure
to legal risk. Position your shared services team to measure and continuously
improve its performance while providing faster, more consistent and
accurate information to employees. With Dovetail EES, your HR SSC has the
support and intelligence it needs to provide great service, reduce costs and
administrative tasks and streamline key HR processes.
Infor HCM
Website: infor.com/solutions/hcm/
Infor HCM is the industry’s first and only unified human capital
management platform including Infor Certpoint Learning
Management, Talent Management, HR Management, Workforce
Management, and HR Service delivery that ties together any software, content,
device, or process to transform the way people work. Beyond end-to-end
HCM, information from any system in your enterprise – even non-Infor, non
HCM systems – can flow into our uniquely social cloud interface to help you
better plan, select, deploy, develop, measure, and reward the workforce.
What’s more, Infor unified process and content goes beyond the “walls” of your
enterprise to those you directly or indirectly employ, including partners,
vendors, freelance talent and more. This extended enterprise approach
supports a new HCM category known as “Talent Optimization” which includes
managing, engaging, training and collaborating with anyone who contributes
to your bottom line. Use Infor Unified HCM to unite people and point solutions
through a consistent user experience and common user interfaces with a
single sign-on – without sacrificing innovation and agility.
Neeyamo
Website: www.neeyamo.com
Neeyamo is a leading, global HRO services and
solutions provider offering HR Technology, HR
Consulting and HR Operations covering pre-hire to post-retire cycle. We
provide our services on best-of-breed technology platforms using global
delivery model ensuring customer proximity and compliance to local laws.
Neeyamo’s Shared Services model helps you optimize HR performance, drive
operational efficiencies, leverage automation, and reduce the cost of HR
service delivery. Whether you intend to set up HR Shared Services or already
have an HR SSC, write to our HRO Evangelist irene.jones@neeyamo.com to
know how we may help you realize your vision. Think HRO. Think Neeyamo.
Neocase
Website: www.neocasesoftware.com
consistently delivering innovative solutions for human
resources, customer service and finance operations that
focus on flexibility, easy integration and low total cost of ownership for its
customers while enabling them to deliver the highest level of service to
employees and customers alike and therefore increasing employee and
customer satisfaction. Neocase customers have seen tangible results such as
productivity gains, cost savings, faster case resolution and most importantly
increased satisfaction and retention.
Hundreds of enterprise customers and millions of users worldwide depend
on Neocase’s solutions to manage, improve and track the daily employee and
customer service processes. Neocase is dedicated to making our customers
successful in their customer service and shared service operations, and
continues to invest heavily in R&D. Designed for quick implementation and
ease-of-use, the Neocase Software solutions is available on SaaS or on
premise. Only Neocase offers the elements of a proactive shared service
centre solution that simplifies how your employees,customers and partners
work with your smart agents.
Neocase Software is a privately-held software solutions company
headquartered in Paris (France) with North American headquarters in San
Francisco (California) and a Northern European branch in London (England).
Investors in the company include Iris Capital and CDC (Caisse des Dépôts).
Salesforce
Website: www.salesforce.com
Salesforce.com is the global leader in customer
relationship management applications, including the Service Cloud, the #1
app for customer service and support. Providing amazing customer service in
today’s era means engaging with your customers when and where they want
to engage. The Service Cloud enables companies of all size to deliver amazing
customer service across every channel and on any device.
ScottMadden, Inc.
Website: www.scottmadden.com
ScottMadden knows corporate and shared services, and
we are specialists at transforming and improving our
clients’ operations. ScottMadden has been a pioneer in corporate and shared
services since the practice began decades ago. Our Corporate & Shared
Services practice has completed more than 1,100 projects since the early 90s,
including hundreds of large, multi-year implementations. Our clients span a
variety of industries from entertainment to energy to high tech. Examples of
our projects include business case development, shared services design, and
shared services build support and implementation.
UNI-B Solutions LLC
Website: www.unibsolutions.com
UniB Solutions LLC offers a unique platform that can be
utilized by every HR vertical, in an effort to streamline their
processes, while also obtaining “Big Data” analytics to better company
decisions and ultimately: lower costs, raise profits and improve workforce
productivity.
UniB Solutions offers a “hybrid” platform as a service (PaaS); i.e. offering cloud
technology without storing customer data. This means that our solution will
constantly evolve to meet changing business demands as well as the ever-
changing technology industry, such as mobile devices.This enables customers
to go to market in record time without making significant IT investments,
providing them the flexibility to work with their existing IT system(s) seamlessly
or replace them all together based on the customer’s preference.
We as a company embody lean principles as a driving influence to decisions
made with regard to our solution’s development and end user satisfaction.
We are dedicated to providing quality benefits and innovation through our
solution to maximize a companies’ potential rather than act as another
obstacle.

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