March 7 - 9, 2012 • Hilton Orlando, FL
The Next Level of Value: AcceleratingGlobal Growth & DeliveringBusiness Insights to the Board
Shared Services& OUTSOURCING WEEK
16th Annual North American
Post Show Report
Jim Rundgren, Human Resources Operations Manager, Northrop Grumman
www.sharedservicesweek.com • 1-800-882-8684 • [email protected]
“I need practical nuggets I can actually takeback and implement inside our SharedServices environment. That’s what SSO Weekgives me - real, tangible examples from peersfacing exactly the same challenges “
The crowd sat with anticipation to discuss the new normal ofshared services and outsourcing. What would that mean for ourcenters? How would we adapt and rethink the way we approachour delivery strategies? This year it was going to be aboutcompetitive advantage and flexibility to stay the course.
From the onset, the conversation moved away from labor arbitrageand onto value added capability. We talked about shorterforecasting cycles and the importance of business agility as a wayof dealing with market volatility.
The themes of the conference exemplified the core capabilities youtold us mean everything to you. Data and predictive analytics,going beyond SLAs towards business outcomes, enablingtechnologies, a focus on the right metrics and measurement forcontinuous improvement and creating a truly global footprint withGlobal business services.
Through the event we recognized the constant need for costcutting and remaining efficient, but it was clear that 2012 andbeyond was going to be all about a longer term strategy toaccelerate global growth and delivering business insights to theboard.
Thanks again for all your continued support. We raised the baronce again and look forward to 2013.
Naomi SecorDirector, Americas & Europe, SSON
The New Normal of SharedServices and Outsourcing…
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G6 remains your one chance each year tovote in your chosen top vendor individuals,and pose in public the questions you REALLYwant answered.
This time there was a twist. The “Buyside”community was right in the driving seat.
Biting back harder than ever before, G62012 had your PRACTITIONER peersmoderating the session live.
There was no script, no rehearsal andnowhere to hide
View the Full Session Here:www.sharedservicesweek.com/g6
SSOWeek North America 2013Can’t wait for next year’s show? Sign up forour monthly E-Updates to keep in the loopabout the latest programme, what is going onin the industry, all the latest content and offers.
Exhibition Hall 2012 Exhibition Hall 2012
Shared Services & OUTSOURCING WEEK16th Annual North American
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After welcoming the judges onto the stage SSON and ISG kickedoff a fantastic evening honouring and recognising those whowon our Excellence In Award categories.
Excellence In Value CreationWinner: EMCRunner Up: HP/Pontiac
Excellence In Culture Creation:Winner: NASA SSCRunner Up: JCPenney
Excellence In Improvement &Innovation:Winner: Proctor & GambleRunner Up: AOL
Excellence Customer Service:Winner: UnisysRunner Up: ASA SSC
Excellence In People &Communication:Winner: EMCRunner Up: Pepsico
Personal Contribution to theIndustry AwardAbid Ali Neemuchwala, Vice President, TCS
Sponsored by:
This prestigious award went to Abid AliNeemuchwala, Vice President and GlobalHead of BPO Services, TCS. Congratulations!
A Big Thank You to all who took partand HUGE CONGRATULATIONS toour 2012 Excellence Award Winners!
SSON ANNUAL EXCELLENCEAWARDS & CEREMONY
Personal Contribution tothe Industry Award…
Congratulations to our 2012North American Winners:
• Rochelle Hood, Harris
• Richard Rowen, TRW
• Michael Garvey, SAIC
• Ed Martinez, Wendy’s/Arby’s Group
A big Thank You to our 2012 Judging Panel:
SSOWOrlando2012 SSOWOrlando2012
“It was great having so many companiesand so much experience being shared, allin the same place. Definitely a successful
and productive week,”Ruben Lopez, Operations Manager, Shared Marketing Services,
HP Global Business Services
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"The one thing I have loved
about working with SSON
over the past 13 years has
been the constant additional
creativity and “newness that
team members deliver!!”Ed Martinez, VP-Shared Services, The
Wendy’s/Arby's Group
2012 Attending CompaniesABB
Abbott International Operations
ACCA Global
AECOM
American Diabetes Association
American Express
American Greetings
American Water
Amway
AOL
ArcelorMittal
Ascension Health
Assurant
AstraZeneca
AutoNation
AvalonBay Communities
Avanade
Avis
BAE Systems
Baker & McKenzie
Barrick Gold
Baxter International
BBA Aviation
Beam Global Spirits & Wine
Becton Dickenson
Bermuda Intl Securities
Best Buy
Bimbo S.A. de C.V.
Boston Scientific
BP
Bridgestone
Broadcom
Caesars Entertainment
Cargotec Holdings
Cast Inform tica
Catholic Health Initiatives
CHEP USA
Chiquita
Church of Jesus Christ LDS
Clearwater Paper
Coca Cola
Colgate-Palmolive
Colosa
Corona
Dana Corporation
DHL
Diamond Resorts Intl.
Diebold Incorporated
Disney
DMI
Dr Pepper Snapple Group
Eaton Corporation
EMC
Federal Occupational Health
Florida Power & Light Company
Four Seasons
Ganotec West
Genuine Parts Company
Gerdau Ameristeel
GFK Holdings
GlaxoSmithKline
Grupo Modelo
Harris Corporation
Harsco
Hearst
Heidelberg Cement
Hewlett Packard
Horses for Sources
Honeywell
Houghton Harcourt Mifflin
Humana
IACCM
IMS Health
JC Penney
Jenner & Block
Jeppeson
John Hancock
Kellogg
Kimberly Clark
L.L.Bean
Lafarge
Lawrence Berkley Labs
Levi Strauss & Company
Loews
L’Oreal
Marsh & McLennan
McDonalds
Mead Johnson
Merck
MGM Resorts
Mohawk Industries
Molson Coors
Monster
NASA
Nationwide Insurance
Northrop Grumman
Office Depot
Pepsico
Pitney Bowes
Raytheon
Roche Diagnostics
Russell Reynolds Assoc.
SAIC
Salesforce.com
Sanofi-Aventis
Sealed Air Corp.
Serco
Siemens
Sony
Staples
Starwood Hotels
Stryker
Symantec Corporation
The Budd Group
The Charmer Sunbelt Group
The Hershey Company
Time Warner
Toshiba
TRW Automotive
Turner Broadcasting
University of California
University of Florida
University of Michigan
University of Tennessee
UPS
US Dept. of State
Vantiv
W.W. Grainger
Wal-Mart
Warner Bros.
World Vision International
WPP Group
Yahoo
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Shared Services & OUTSOURCING WEEK16th Annual North American
2012 Audience Breakdown
Job Function breakdown:
14% Director/Executive
21% CEO/MD/VP/Executive Director/Chief Executive
17% CFO/VP/Finance Director/ Manager/Treasurer/Controller
11% Shared Services VP/Manager/Director
9% Consultant/Analyst/Advisor
7% Business Improvement/Process/Service Head/Director
6% Human Resources/HRD/Recruitment/VP/Director/Manager
5% Other
4% COO/Operations Head/Director/Manager
3% Planning/Strategy Director/Manager
3% Business Services/Support Manager/Director
2% CIO/IT Director/Manager
G6 Panelists and ModeratorExhibition Hall 2012
G6 Panelists and Moderator
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Shared Services & OUTSOURCING WEEK16th Annual North American
2012 Audience Breakdown
Industry breakdown:
18% Banking, Finance and Insurance
25% IT/Telecomms/Technology/Support Services
8% Retail Trade
8% Other
7% Management Consulting Services
7% Manufacturing
6% Defence
5% Healthcare and Social Assistance
4% Food & Beverage Manufacturing
3% Energy Retailers
3% Public Sector & Government
3% Transport
3% Hospitality
2012 G6 Panel
Demo Drives
Exhibition Hall 2012
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Shared Services & OUTSOURCING WEEK16th Annual North American
2012 Audience Breakdown
Geographical breakdown:
88% United States
5% South America
3% United Kingdom
2% Europe
2% Other
Other countries include: Australia, Canada, China, India,Kuwait and Malaysia
Greg Harmer, OSI RestaurantPartners
Exhibition Hall 2012General Sessions
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Shared Services & OUTSOURCING WEEK16th Annual North American
2012 Event Sponsors
www.sharedservicesweek.com 8
Shared Services & OUTSOURCING WEEK16th Annual North American
Please supply:Scan Optics
Social Media
“In no other conference have I seen such extensive dialogue – realinteraction – between the companies in need of services and solutionsand those supplying the companies. Shared Services & OutsourcingWeek drives true collaboration and partnership, something we need
more of in these difficult economic times.”Rick Arpin, SVP & Corporate Controller, MGM Mirage
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Shared Services & OUTSOURCING WEEK16th Annual North American