SSOW Asia Post Show Report - IQPC.com
SSOW Asia Post Show Report - IQPC.com
SSOW Asia Post Show Report - IQPC.com
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14th Annual <strong>Asia</strong>n<br />
Shared Services<br />
& OUTSOURCING WEEK<br />
5 - 8 September, 2011 | Marina Bay Sands, Singapore<br />
2011 <strong>Post</strong> <strong>Show</strong> <strong>Report</strong><br />
Excellent update on what is happening<br />
in shared services in <strong>Asia</strong> and made<br />
some great contacts.<br />
Richard Walker, PMO, Transactional Excellence in Finance,<br />
F Hoffmann-La Roche AG<br />
SSON gives me an opportunity to<br />
network with my peers in the SSC<br />
and share challenges as well as<br />
opportunities in the industry.<br />
Lydia Wong, Senior Project Manager, Fuji Xerox <strong>Asia</strong> Pacific<br />
+65 6722 9388 • enquiry@iqpc.<strong>com</strong>.sg • www.ssweekasia.<strong>com</strong>
2011 <strong>Post</strong> <strong>Show</strong> <strong>Report</strong><br />
14th Annual <strong>Asia</strong>n<br />
Shared Services & OUTSOURCING WEEK<br />
The <strong>Asia</strong>n Shared Services and<br />
outsourcing revolution is here…<br />
When over 400 region’s senior shared services and outsourcing<br />
practitioners gathered at 14th Annual <strong>Asia</strong> Shared Services & Outsourcing<br />
Week in Singapore, the stage ignited!<br />
SSON is delighted to host over 350 end-users from a cross section of<br />
corporate and government organisations spanning Finance, HR, IT and<br />
Procurement, at all stages of their shared services journey. Most excitingly,<br />
with 25% of them being C-level executives, SSO week has witnessed the<br />
escalating importance of the role of shared services within sustainable<br />
business strategy.<br />
Index<br />
P3<br />
P4<br />
Px<br />
Px<br />
Px<br />
Px<br />
Px<br />
2011 Conference Highlights<br />
2011 Speaker Faculty<br />
SSON Excellence Awards<br />
Attendee Profile<br />
Companies that Attended<br />
2011 Sponsors<br />
2012 Sponsorship Opportunities<br />
“The shared services and outsourcing revolution is here”... we opened the<br />
show with a powerful message. We're in the 'new normal' of SS&O. In<br />
2004, 24% of executives worldwide thought Shared Services was<br />
'strategic' for their business. In 2011, 89% think it is. Watch the video<br />
here to find out how Shared Services is changing the world.<br />
Competition adoption is imperative in the changing economic landscape -<br />
you can’t afford to get left behind with yesterday’s drivers and services<br />
delivery offerings. Let’s keep this conversation alive, and we hope you join<br />
us in all the excitement and innovation that SSO Week 2012 will bring.<br />
See you next year!<br />
This has be<strong>com</strong>e one of the most widely<br />
anticipated sessions at Shared Services<br />
& Outsourcing Weeks around the world.<br />
To view the full Australasian session, join<br />
us at: www.ssweekasia.<strong>com</strong>/G6<br />
Sarah Ye<br />
<strong>Asia</strong>n Program Director<br />
SSON<br />
Just some of the highlights from 2011<br />
Delegates at SSO Week enjoyed the injection of innovative<br />
networking breaks and social functions, live and interactive<br />
audience discussion and a multitude of presentation formats – from<br />
detailed case studies, to lively panel discussions; our insightful<br />
dialogue, to the controversy of G6.<br />
The atmosphere was electric!<br />
<strong>SSOW</strong>eek <strong>Asia</strong> Wel<strong>com</strong>e Reception<br />
Our Brand New Structured<br />
Networking<br />
Award Reception and<br />
Networking BBQ<br />
SS&O Revolution<br />
Heard about ‘that video’ about to storm the<br />
Shared Services and Outsourcing<br />
Community? Whether you watched in<br />
Singapore, or are simply wondering what the<br />
hype is about, you can watch it right here,<br />
right now! Join us in the SS&O Revolution<br />
and join in the conversation<br />
http://www.ssonetwork.<strong>com</strong>/ssvideoasia/<br />
SSO Week <strong>Asia</strong> 2012<br />
Can’t wait for next year’s show? Sign up<br />
for our monthly newsletter to keep in the<br />
loop about the latest program<br />
developments, what is going on in the<br />
industry and other local SSON events,<br />
contents and offers. Register your<br />
interest here:<br />
enquire@iqpc.<strong>com</strong>.sg<br />
www.ssweekasia.<strong>com</strong>
2011 Speaker Faculty<br />
2011 <strong>Post</strong> <strong>Show</strong> <strong>Report</strong><br />
Ken Madrid<br />
Group CFO & CEO <strong>Asia</strong>-Pacific<br />
Crown Worldwide<br />
Current role: In charge of 112 operations located throughout <strong>Asia</strong>,<br />
Australia and New Zealand. He is also responsible for the financial<br />
management of the <strong>com</strong>pany and shares worldwide responsibility<br />
Career Highlight: Over 20 years career with Crown with 17 years as<br />
CEO for <strong>Asia</strong> Pacific.<br />
Sakuntala Rao<br />
VP – F&A Practice<br />
IBM<br />
Most improved metrics: Re-engineered a Company to help it to<br />
move from a monopolistic market to <strong>com</strong>pete in a highly contested<br />
market<br />
Favorite pearl of outsourcing wisdom: If you are not part of the<br />
Solution, you are part of the Problem<br />
Ashit Mehra<br />
Associated Director, SCS,GBS<br />
P&G<br />
Current resonsiblity: leads Information Technology for Sales, Research<br />
& Development and Supply Chain, runs the newly established outsourced<br />
shared service for Customer Service<br />
Career highlights: 19 years with P&G. Established and led several large<br />
SAP based Information Technology programs like Acquisitions, Order to<br />
Cash Standardizations and Business restructures in <strong>Asia</strong> and the Globe.<br />
Angie Lim<br />
CFO<br />
Jones Lang LaSalle<br />
Most improved metric: Improved cost of finance as % of Revenue by<br />
0.9% over last 3 years<br />
Biggest global/priority/goal/focus on 2011: Continue to streamline<br />
processes and use of more automation tools to reap greater efficiency<br />
Proud achievement: Finance cost saved of ~$700K per year for<br />
supporting Australian clients out of low cost country<br />
Kristina Beckendorf<br />
Managing Director<br />
Maersk Global Shared<br />
Services Philippines<br />
Dates SS or Outsourcing Established: 10+ years<br />
Number of centres: 6<br />
Functions Delivered in SS Transactional, rules-based knowledgebased<br />
as well specialized voice-based process<br />
Geographic remit: Global<br />
Hugo Walkinshaw<br />
Principle Consultant<br />
Deloitte<br />
Proud ac<strong>com</strong>plishment: every time an organization I have worked with<br />
successfully goes live with a Shared Services or Outsourcing program<br />
2011 focus / priority: how to use Shared Services as a catalyst for<br />
broader functional transformation, particularly in developing business<br />
partner capability and as a source of ov4.127"4.127"erall talent into the<br />
supporting functions in the business.<br />
Favorite pearl of Shared Services or Outsourcing wisdom:<br />
Understanding that there is no single “answer” or “right way” of<br />
designing and building shared services, and that the key factor is the<br />
organization’s culture and appetite for change<br />
Michael Zouroudis<br />
VP, Shared Services<br />
ABB Australia<br />
Dates SS or Outsourcing Established: 2002<br />
Functions Delivered in SS or through Outsourcing: Finance, HR,<br />
Supply Change Managemnt<br />
Number of centres: 1 (Sydney, Australia)<br />
Market served by SSC: Australia and New Caledonia ERP and<br />
tools used in SSC: SAP<br />
Biggest Focus on 2011: Talent Management, as we are looking to<br />
double our Revenues to $2B, over next 3 to 5 years.<br />
Keizo Ishikawa<br />
CFO<br />
Dow Corning Toray Japan<br />
Most improved metric: Outsourced reporting functions to achieve 5<br />
headcount reduction and efficiency and satisfaction from customers in 2005.<br />
Biggest global/priority/goal/focus on 2011: Allocate team’s task<br />
allocation ratio from 60/40 to 70/30, where 60/70 represents strategic<br />
decision making support, by outsourcing routine tasks to external<br />
outsourced party.<br />
Proud achievement: Achieved successful integration of post merger by<br />
leveraging outsource and implement Oracle without reducing existing<br />
headcount in 2003.<br />
B Suryanarayanan<br />
Group CFO & Finance Director<br />
Mindtrac Singapore<br />
Dates SS or Outsourcing Established: 2006<br />
Functions Delivered in SS or through Outsourcing: O2C, P2P,<br />
Accounting, Treasury, Audit, Compliance<br />
Market served by SSC or Outsourcing partner: USA, Canada,<br />
Brazil, UK, South Africa, Dubai, Indonesia, India, Pakistan, Vietnam,<br />
Singapore<br />
ERP and tools used in SSC: SS kicked-off with diverse legacy system.<br />
Currently using Microsoft NAV.<br />
Most improved metric in SSO: Productivity, across all aspects. Our sales,<br />
cash-flow tripled without any increase in SSO manning.<br />
Biggest global/priority/goal/focus on 2011: Staff retention, career<br />
planning, job enrichment<br />
G.V. Prasad<br />
E.V.P Insurance SBU<br />
AXA Business Servcies<br />
Snapshot of AXA Business Services: Established in 1997, it is the Global<br />
Shared Services Centre of the AXA Group<br />
Most improved metrics in AXA Business Services: The improvement in<br />
the “Partner Survey” Scores in 2010. This is a survey that is carried out<br />
annually to check the satisfaction of the AXA entities that have off shored<br />
work to AXA BS. The survey covers aspects linked not only to SAL<br />
performance, but also the value added, impact on costs, <strong>com</strong>munication,<br />
and resilience in teams etc. the same resulted in scores going up by 7%<br />
points in 2010 <strong>com</strong>pared to 2009 to move to 85%.<br />
Biggest focus/priority/goal of 2011: The priority is to move away from<br />
just measuring the Operational KPIs but measure the impact that we have<br />
on the Business KPIs of our customers – eg: Improvement in their financial<br />
ratios, Improvement in Customer satisfaction etc.<br />
Pearl of wisdom of SSC: Keep doing continuous “Health Checks” with<br />
your customers and do not rely purely on performance on Operational SLAs<br />
to determine the satisfaction your clients have in doing work with you.
SSON Annual Excellence<br />
Awards & Ceremony<br />
Starting in the main plenary room for all attendees to<br />
enjoy, SSON wel<strong>com</strong>ed the judges and awarded the<br />
winners of excellence. The celebration was followed on<br />
the wooden-decked outdoor terrace of Marina Bay<br />
Sands convention centre for an evening of delicious<br />
bar-b-que, drinks, and a STUNNING VIEW OF<br />
SINGAPORE at night.<br />
SSON’s annual Shared Services Excellence Awards<br />
honour, recognise and promote both captive and<br />
outsourced shared services that demonstrate<br />
excellence in newly introduced categories this year.<br />
2011 ASIAN SSON EXCELLENCE AWARDS<br />
A big thank you to our<br />
2011 judging panel:<br />
• Sanjay Patel<br />
Executive Director, <strong>Asia</strong><br />
Pacific/Japan<br />
Merck Shared Business<br />
Services<br />
• G.V Prasad<br />
EVP, International Insurance<br />
SBU<br />
AXA Business Services<br />
• KP Lau<br />
Managing Director<br />
BASF Shared Services<br />
• Goh Kim Lee<br />
Senior Director, Shared<br />
Business Services Finance -<br />
<strong>Asia</strong> Pacific<br />
Philips Electronics Singapore<br />
• Sandeep Dhar<br />
CEO<br />
Tesco - Hindustan Service<br />
Centre<br />
Excellence in Value Creation<br />
Honorable Mention<br />
Award Winners - Congrats!<br />
Award & Networking BBQ<br />
Congratulations to our 2011 SSON <strong>Asia</strong>n Winners:<br />
Excellence in Customer Service<br />
Winner: Microsoft<br />
Honourable mention: Vital<br />
Excellence in Culture Creation<br />
Winner: PT. Bank Mandiri, Indonesia<br />
Honourable mention: HP GBS India<br />
Excellence in People and Communications<br />
Winner: Vital<br />
Honourable Mention: Proctor and Gamble<br />
Excellence in Value Creation<br />
Winner: HP GBS Beijing, China<br />
Honourable mention: HP Global Analytics, India<br />
Excellence in Improvement & Innovation<br />
Winner: HP GBS Dalian, China<br />
Honourable mention: National Healthcare Group, Singapore<br />
Personal Contribution to<br />
the Industry Award:<br />
Congratulations to<br />
Ravi Venkataraman for<br />
awarded this award.<br />
Read about Ravi or watch an<br />
exclusive Interview with him<br />
here:<br />
www.ssweekasia.<strong>com</strong><br />
Look out for when we start<br />
accepting Applications for 2012<br />
"Excellence In" Awards or send<br />
in your Nominations for the 2012<br />
Personal Contribution to the<br />
Industry Award or any award<br />
enquiries to<br />
emma.parker@ssonetwork.<strong>com</strong><br />
Click Here to Read the<br />
Winning Applications<br />
+65 6722 9388 • enquiry@iqpc.<strong>com</strong>.sg • www.ssweekasia.<strong>com</strong>
2011 <strong>Post</strong> <strong>Show</strong> <strong>Report</strong><br />
14th Annual <strong>Asia</strong>n<br />
Shared Services & OUTSOURCING WEEK<br />
2011 Attending Companies<br />
Adidas<br />
Air Products Malaysia<br />
Amway<br />
Applied Materials South East <strong>Asia</strong><br />
Avery Denison<br />
Bank of America Merrill Lynch<br />
Bank of Singapore<br />
Bausch & Lomb<br />
Bayer<br />
BreadTalk Group<br />
Britannia<br />
British-American Tobacco<br />
Canon<br />
Centillion Environment and<br />
Recycling<br />
Coca Cola<br />
Crown<br />
DBS Bank<br />
Deutsche Bank<br />
Doosan Infracore<br />
Emirates Tele<strong>com</strong>munications<br />
Ericsson Tele<strong>com</strong>munications<br />
FedEx Express<br />
Galaxy Entertainment Group<br />
GlaxoSmithKline<br />
Intel Technology<br />
ITOCHU<br />
Japan Tobacco<br />
Johnson and Johnson<br />
Jones Lang LaSalle<br />
JP Morgan<br />
Kellog<br />
Kimberly-Clark<br />
Kraft Foods<br />
Linde Gas<br />
Maersk<br />
MasterCard<br />
Merck<br />
Michelin<br />
Microsoft<br />
MINDEF<br />
Ministry of Finance Singapore<br />
Motorola<br />
National Healthcare Group<br />
Nokia<br />
NorthgateArinso<br />
NovoNordisk<br />
Pfizer<br />
Philips Electronics<br />
Procter & Gamble<br />
PTT Chemical<br />
Rolls Royce<br />
Royal Bank of Scotland<br />
Saudi Tele<strong>com</strong> Company<br />
Shell<br />
Siemens<br />
Singapore <strong>Post</strong><br />
Singapore Tele<strong>com</strong>munications<br />
Sony<br />
Standard Chartered Bank<br />
Sunway<br />
TESCO<br />
The British Club<br />
The Siam Cement Company<br />
Tiger Airways<br />
Tyco International<br />
Union Bank of the Philippines<br />
Vital.org<br />
World Vision International<br />
Yahoo!<br />
Zuellig Pharmaceuticals<br />
Constructive deep drive into captive, outsourcing and hybrid models<br />
Rita Xavier, Managing Director and Senior Advisor Service Delivery, HSBC<br />
+65 6722 9388 • enquiry@iqpc.<strong>com</strong>.sg • www.ssweekasia.<strong>com</strong>
2011 <strong>Post</strong> <strong>Show</strong> <strong>Report</strong><br />
14th Annual <strong>Asia</strong>n<br />
Shared Services & OUTSOURCING WEEK<br />
2011 Audience Profile<br />
Job Function Breakdown<br />
4%<br />
5%<br />
6%<br />
7%<br />
8%<br />
2%<br />
3%<br />
4%<br />
20%<br />
16%<br />
15%<br />
10%<br />
■ CEO/MD/VP/Executive Director/Chief Executive<br />
■ Director/Executive<br />
■ CFO/Finance Director/ Manager/Treasurer/Controller<br />
■ Human Resources/HRD/Recruitment Director/Manager<br />
■ Other<br />
■ COO/Operations Head/Director/Manager<br />
■ Shared Services Manager/Director<br />
■ Planning/Strategy Director/Manager<br />
■ CIO/IT Director/Manager<br />
■ Business Services/Support Manager/Director<br />
■ Business Improvement/Process/Service Head/Director<br />
■ Consultant/Analyst<br />
Structured Networking<br />
A Packed Out Session<br />
Sponsor & Exhibitor <strong>Show</strong>room<br />
at <strong>SSOW</strong>eek <strong>Asia</strong><br />
www.ssweekasia.<strong>com</strong>
2011 <strong>Post</strong> <strong>Show</strong> <strong>Report</strong><br />
14th Annual <strong>Asia</strong>n<br />
Shared Services & OUTSOURCING WEEK<br />
2011 Audience Profile continued<br />
Industry Breakdown<br />
2%<br />
4%<br />
4%<br />
5%<br />
5%<br />
5%<br />
4%<br />
4%<br />
25%<br />
15%<br />
■ IT/Tele<strong>com</strong>ms<br />
■ Banking, Finance and Insurance<br />
■ Retail Trade<br />
■ Other<br />
■ Manufacturing<br />
■ Construction<br />
■ Food & Beverage Manufacturing<br />
5%<br />
6%<br />
7%<br />
9%<br />
■ Healthcare and Social Assistance<br />
■ Management Consulting Services<br />
■ Energy Retailers<br />
■ Mining<br />
■ Public Sector & Government<br />
■ Transport<br />
■ Defence<br />
Speakers in Action<br />
Technology Demo<br />
Structured Networking<br />
www.ssweekasia.<strong>com</strong>
2011 <strong>Post</strong> <strong>Show</strong> <strong>Report</strong><br />
14th Annual <strong>Asia</strong>n<br />
Shared Services & OUTSOURCING WEEK<br />
2011 Audience Profile continued<br />
Geographical Breakdown<br />
2%<br />
2%<br />
2%<br />
4%<br />
4%<br />
5%<br />
6%<br />
7%<br />
13%<br />
55%<br />
■ Singapore<br />
■ Malaysia<br />
■ India<br />
■ Phillipines<br />
■ EMEA<br />
■ China<br />
■ East <strong>Asia</strong><br />
■ Australia<br />
■ United States<br />
■ Southeast <strong>Asia</strong><br />
Doug Spence at work<br />
Meeting the Sponsors<br />
Exhibitors Hall<br />
www.ssweekasia.<strong>com</strong>
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