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Functions included in Your SSO: Communications consulting, facilitation, change management, message design, content management, media selection and design, persuasive communication, internal marketing of IT services.
History of Your SSO (mergers, growth, future plans ?C any functions you are planning to bring into your SSO)
The EA/TRM Communications Team was established in 2003 to promote awareness and adoption of enterpriselevel IT initiatives within ABN AMRO North America. The five-person team offers communication strategy, planning and implementation, general service awareness, internal marketing, meeting facilitation, customer survey and change management services to its client departments (Enterprise IT Architecture and Technology Risk Management) within ABN AMRO Services Company. In addition to these services, Jeff is a consultant to senior IT management seeking assistance with communication of all kinds, staff development program development / delivery, performance improvement and organization development problems. Expansion plans for the future include service to more IT departments within ABN AMRO North America and extension of consultation services portfolio to more customers in the US and around the world.
Number of SSO Locations: one
Are you Global or National? National with some global services (provided by one person now, hoping to expand)
Management Structure: As Vice President, Jeff Zwier reports to the Chief IT Architect for ABN AMRO North America. He has a staff of five (all one level).
Brief History on Your Experience with SSOs: As a consultant, Jeff has facilitated design and development of shared services and played a key in helping new and emerging SSOs grow through performance management program development, job design, internal survey development, client satisfaction and outreach programs, service awareness programs and development of staff development programs for SSO managers. In his current role at ABN AMRO, Jeff designed and runs a shared service organization supporting two IT shared service teams and consults with other SSO leaders within ABN AMRO. He also supports communication for the organization's new Group Shared Services which are identifying global service development opportunities and participates in global initiatives in IT security awareness and enterprise content management.
Jeff Zwier, MBA BS
Vice President, EA/TRM Communications
ABN AMRO Services Company, Inc.
AGILENT
DAY 2 ? TRACK C ? 4:05 PM
Maturity of Your SSO in years: 5 years plus ~ 5 years as part of HP
Functions included in Your SSO:
Procure to Pay (P2P)
Accounts Payable Trade
Reimbursements
Banking for Payables
Travel Accounting
Employee Procurement Card Processing
Operations Procurement Processing
Quote to Cash (Q2C)
Collections
Remittance Application
Revenue Accounting
Service Business Accounting
Global Product Pricing Support
Accounting to Reporting (A2R)
General Ledger
Capital Assets, Capital Budget
Intra Company Transactions
Payroll Accounting
Treasury Accounting
Cash Accounting
Records Management
Project Accounting
History of Your SSO (mergers, growth, future plans ?C any functions you are planning to bring into your SSO)
Split from HP in November 1999. Had many financial transaction processing locations. Began to consolidate into 3 geographic hubs ?C Colorado Springs, Co., Brussels, Belgium, and Singapore. Moved Q2C for Europe to Barcelona, Spain and then later moved most of A2R and all of P2P to Barcelona (leaving a few people in Brussels). Moved P2P for Asia to Penang, Malaysia. Jan. 2002 announced a global hub in Gurgaon, India and later announced that Penang was also a specialty hub. Left Centers of Expertise in Barcelona, Singapore, and Colorado Springs.
Number of SSO Locations: 5 locations: Gurgaon, India; Penang, Malaysia; Barcelona, Spain; Singapore; Colorado Springs, Colorado
Are you Global or National? We do business in 110 countries
Management Structure:
CEO
CFO (also has IT and facilities)
Corp. Controller
Director of Global Financial Services (transaction processing for all of Agilent)
Brief History on Your Experience with SSOs: After the split with HP, we quickly worked toward a geographic SSO model that worked quite well for us. We did some outsourcing in Europe, but we were not satisfied with the relationship so we took the work back in-house. We continue to evaluate outsourcing, mostly on a sub process level. Then we took the next step to a global hub model. Quick ramp up of employees in Gurgaon (0 in early 2002 to 450 now) caused a lot of work on company and country cultures. It takes time to stabilize the work, but once it is stable, we see the benefits of global hubbing. Top Management support also helped. Our business partners also watch the transitions carefully and monitor metrics to ensure we are meeting expectations. Although there are a few obstacles to overcome, we are very pleased with our current model.
Jerry Schaefer
Director of Global Financial Services
Agilent Technologies, Inc.
AMERICAN DIABETES ASSOCIATION, INC
DAY 3 ? TRACK A ? 12:00 AM
Maturity of Your SSO in years: 3
Functions included in Your SSO: CRM (Constituent Relationship Management) data entry; Financial Processing- Cash Receipts/AR; Customer Service/Help Desk for CRM for frontline staff; Fulfillment; Facilities Identification, Negotiation, and Management; Corporate Insurance; Procurement and Leasing of Equipment
History of Your SSO (mergers, growth, future plans ?C any functions you are planning to bring into your SSO)
Through scanning and imaging technology, we plan to assist our Direct Response Marketing operations to improve our processing and data capture.
Number of SSO Locations: One
Are you Global or National? Nationwide- US
Top 3 Challenges:
1. Balancing service level needs in fluctuating volume with a flexible workforce
2. Developing and implementing contingencies
3. Workforce development
Top 3 Successes:
1. Implementing in a short period of time and performing above expectations
2. Driving metrics into the organizational culture
3. Creating a collaborative environment through cross functional work.
Management Structure:
Managing Director reports to CFO
Directors of Customer and Data Services, Treasury, and Administrative Services report to Managing Director
Brief History on Your Experience with SSOs: None- this is our first venture into Shared Services. Our backgrounds are in Fundraising, Accounting, and Volunteer Development
Harold D. Samorian, Jr. (Sam)
Managing Director- Service Center
American Diabetes Association, Inc
ATLANTIC HEALTH SYSTEM
DAY 3 ? TRACK A ? 2:00 PM
Maturity of Your SSO in years: Atlantic Health System was formed in 1997.
Functions included in Your SSO: Construction; Facilities/Engineering; Security; Biomedical Engineering; Strategic Sourcing; Materials Management; Laboratory; Occupational Medicine; Human Resources; Transportation
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
At one time or another, additional shared service functions were part of the organization, like Information Systems, Marketing, and Strategic Planning. These functions were spun-off as they grew more specialized for each business unit. The criteria for bringing a new unit into the group is guaranteeing synergy, improving service levels, and reducing the cost base. A potential addition would be Pharmacy Operations.
Number of SSO Locations: Offices are located at the Corporate Office and locally in each hospital.
Are you Global or National? AHS is a three-hospital network in Northern, NJ.
Top 3 Challenges:
1. Continued profitability in an increasingly specialized healthcare environment.
2. Maintaining superior service levels for increasingly demanding customer base.
3. Cost-effective delivery of critical support services to ensure best possible care for our patients.
Top 3 Successes:
1. Consolidation of multi-site hospital system into a single standardized corporate entity.
2. Driving cost reductions in excess of $47 Million of combined expenses from the cost base.
3. Reducing employee turnover from 21% to 6% in four years.
Management Structure:
Andrew L. Kovach, Vice President of Shared Services Joseph A. DiPaolo, Corporate Director and Chief Sourcing Officer
Brief History on Your Experience with SSOs: Joe DiPaolo joined AHS in 2000 as the Corporate Director and Chief Sourcing Officer. Atlantic Health System is a three hospital IDN in New Jersey, comprised of the Mountainside, Overlook, and Morristown Memorial Hospitals. He has responsibility for all Materials Management, Strategic Sourcing, and other Shared Service functions for the system. Prior to joining AHS, Joe spent nine years with Cardinal Health. Cardinal is a major manufacturer and distributor of Medical, Surgical, Laboratory, and Pharmaceutical products and is ranked 17 on the Fortune 500 list of companies. During his tenure, he held various positions across Cardinal's different divisions. Joe holds Bachelor and Master degrees in Business Administration from George Washington and Fordham Universities.
Joseph A. DiPaolo
Corporate Director and Chief Sourcing Officer
Atlantic Health System
BELLSOUTH
DAY 3 ? TRACK B ? 11:15 AM
Maturity of Your SSO in years: BellSouth Affiliate Shared Services Corp. (BASC) was formed in early 2000 to provide standard transaction processing services in behalf of the multiple BellSouth Affiliates. Most companies were supported started in early 2000 with subsequent migrations completed in 2001.
Functions included in Your SSO:
The SSC functions include
1. Financial Services: General Ledger, Fixed Assets, Project Accounting, Accounts Payable, T&E, Treasury Disbursements
2. Employee Services: Payroll, Employee Data Maintenance and records , Time Reporting
3. Program Management Office
4. Remittance Processing
History of Your SSO (mergers, growth, future plans ?C any functions you are planning to bring into your SSO)
The BellSouth Service Center has continued to evolve from a pure "transaction processing" Service Provider to a business partner that seeks to add value via professional project management skills, control and compliance functions and process improvements. In addition, the Service Center continues to initiate improvements to further integrate platforms and deploy self service functionality as key drivers for future value creation for the corporation.
Number of SSO Locations: Most of the processing is done in one Central Site, with a couple of additional processing centers in alternate cities
Are you Global or National? National
Top 3 Challenges:
1. Continue to Drive Value after "maturity"
2. Continue to secure funds to reinvest in improvements
3. Maintain/gain company interest, understanding and support for potential of new scope of functions
Top 3 Successes:
1. Resource Efficiencies/productivity gains.
2. Self Service functionality and automation implemented.
3. "Value added" in control and compliance and further system integration.
Management Structure:
The Shared Services Leader(s) report to the VP and Treasurer of BellSouth who reports to the CFO.
Brief History on Your Experience with SSOs: During late 1998 to early 2000, I was a member of the Leadership Team who led the project to establish one central SSC within Bellsouth focused on best practices processes , standard ERP technologies and a high performance organization focused on customers. Specifically, I was the Leader over the Financial Services Project team (GL, FA,PA,AP,Time Reporting and Treasury Disbursements). At SSC implementation in early 2000, I was assigned to serve as Executive Director and lead the "live" Financial Services Division operations. In late 2001, I was assigned as the overall SSC Leader of most functions and divisions including Financial Services, Employee Services and the Program Management Office.
Edward P. Martinez, CMA, MBA
Executive Director-BellSouth Financial and Employee Services
BellSouth
THE BOEING COMPANY
DAY 2 ? TRACK A ? 2:45 PM
Maturity of Your SSO in years: Since 1997. Functions included in Your SSO: Services range from computing resources, telecommunications, e-commerce and information-management security to transportation, facilities and purchase of non-production goods. The group also directs safety, health and environmental planning; security and fire services; the hiring, training and motivation of the Boeing workforce; and comprehensive travel services to all Boeing employees; and has companywide responsibility for disaster preparedness response. In addition, Shared Services manages the sale and acquisition of all leased and owned property through the Boeing Realty Company.
History of Your SSO (mergers, growth, future plans ?C any functions you are planning to bring into your SSO)
Boeing Shared Services has been in operation since 1997. Shared Services pursues opportunities that improve enterprise efficiency. By forging stronger partnerships with business units to coordinate building asset utilization.
Number of SSO Locations: Shared Services has more than 21,000 employees worldwide. It is based in Bellevue, Wash., and has employees in 45 U.S. and six international cities. If the group were a stand-alone company, it would rank in the top 300 of the Fortune 500.
Are you Global or National? Global - in 45 U.S. and six international cities.
Management Structure: The Shared Services Group leadership team consists of Service Groupings, Customer Support, Governance Functions and Functional Support organizations.
Brief History on Your Experience with SSOs: Mr. Teague has recently joined the Shared Services Group as the director of Workplace Services at the Boeing Satellite Systems facilities in El Segundo, CA. Don joined the company in 1983 at the Strategic Manufacturing Center in El Paso, Texas. He has served as Director of the Boeing Guidance Repair Center in Heath, Ohio; and then as the Operations Director at the El Paso plant. He joined Boeing Satellite Systems in December, 2002 as Director of the Radio Frequency Products Group. Don's extensive operations background, his knowledge of the customer's business and his leadership skills ensure that Workplace Services and Shared Services are led by an exceptional leader and business partner.
Don E. Teague
Director, Workplace Services
The Boeing Company
BONNEVILLE POWER ADMINISTRATION
DAY 2 ? TRACK A ? 4:50 PM
Maturity of Your SSO in years: 6
Functions included in Your SSO:
Information Systems (full IT services)
Personnel Services (full HR services)
Workplace Services (facilities, space management, printing, mail, etc.)
Purchasing Services reorganized last year to the Supply Chain
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
The agency is currently conducting efficiency studies and looking at potential reorganizations.
Are you Global or National? Regional
Top 3 Challenges:
1. Creating the value with service solutions for clients changing needs
2. Continued process improvement, including the use of automation for service ordering/delivery
3. Assisting clients manage demand for service, reinforced communication
Top 3 Successes:
1. Cost reductions and efficiencies
2. Development of chargeback and reporting system
3. Improved client satisfaction and client relations
Management Structure:
Senior Vice President
Functional Managers:
Manager of Personnel Services
Manager of Workplace Services
Manager of Information Systems
Manager of Planning and Operations
Brief History on Your Experience with SSOs: Managed chargeback, cost reporting functions, developed and implement the client communication and feedback strategy, development of balanced scorecard and targets, establish and report SS metrics that measure volumes, trends and performance, manage employee communication, serve as liaison to clients and address SS costs and services at external customer forums.
Jill P Banks
Manager of Planning and Operations
Bonneville Power Administration
CARLSON SHARED SERVICES TECHNOLOGY
DAY 2 ? TRACK B ? 2:45 PM
Maturity of Your SSO in years: 6
Functions included in Your SSO: Carlson has three main SSO's: HR, IT, Finance. Each of the three currently operates as a separate organization. Within IT, Carlson Shared Services offers infrastructure and consulting services around common IT services, each business unit in Carlson maintains their own application development teams. HR and Finance are similar in their structure, though more centralization has occurred in those 2 areas. Presenters in this conference are all from Carlson Shared Services Technology.
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
Recently, Carlson Finance centralized much of the finance organization in Carlson into a new, bigger SSO. HR is beginning that process, while IT continues to look at its processes before making any more people moves. All three organizations have fully supported recent acquisitions by Carlson, and have added support for these new organizations without really adding staff in the SSO.
Number of SSO Locations: Most of our SSO is located at the Carlson World headquarters in Minneapolis, MN. Some IT functions are also found at the headquarters of Carlson Restaurants in Dallas, and there are discussions about Payroll being located in Dallas.
Are you Global or National? IT supports organizations globally. Finance and HR support North America, with more functions to be moved globally.
Top 3 Challenges:
1. De-centralized decision making culture, and the drive to maintain more in the Core business units
2. Supporting very diverse business units with different business models and requirements
3. Continuous pressure to reduce costs while delivering more services
Top 3 Successes:
1. Best Mature Shared Services Organization, 2004 SSON
2. Reduced expenses in IT, HR, and Finance by tens of millions over the last 3 years
3. Process improvements in Finance led Carlson to build Six Sigma into the culture of all Carlson
Management Structure: Each SSO is governed by executives representing each Carlson business unit. For example, the IT Council (made up of the CIO's of each business unit) provides strategic direction to the Carlson Shared Services (CSS) Technology. Within CSS, we have recently moved to resource managers managing pools of employees exclusively. Other leaders in the organization supply technical leadership and queue management.
Pat Joyce
Director, IT, Solutions Management
Carlson Shared Services Technology
CARRAMERICA REALTY CORPORATION
DAY 3 ? TRACK C ? 12:00 AM
Maturity of Your SSO in years: 4
Functions included in Your SSO: All operational accounting, accounts payable, revenue accounting, lease administration, financial software support, general ledger functions,
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
We began in June 2001, with accounts payable. In September 2001, we began performing all operational accounting for the company. We added revenue accounting, lease administration, and Financial information management later that year. Over time we have added many corporate general ledger functions and service business functions.
Number of SSO Locations: One
Are you Global or National? We are national
Top 3 Challenges:
1. Political: bringing other functions into the center
2. Sarbanes-Oxley compliance
3. ERP implementation
Top 3 Successes:
1. Changing the culture
2. Improving the product
3. Reducing costs
Management Structure: Our center reports to the Corporate Controller. It is managed by a Vice-President of Shared Services and two Sr. Directors to whom the various functions report. Each team is led by a team lead.
John M. Brausch, CPA, CMA, CFM, MBA BS, The Citadel
Vice President, Shared Service Center
CarrAmerica Realty Corporation
CENDANT CORPORATION
DAY 3 ? 8:30 AM
Maturity of Your SSO in years: Approximately three years.
Functions included in Your SSO: Accounts receivable, accounts payable, payroll, expense claim processing, treasury, vat and taxation, fixed asset accounting, general ledger accounting, local statutory compliance, financial planning and analysis, decision support.
History of Your SSO (mergers, growth, future plans ?C any functions you are planning to bring into your SSO)
Company growth has been achieved both organically and also in large part through acquisition. Future plans for the SSC include integration of multiple global operating units, implementation of a common ERP platform and elimination of sub accounting systems, re-engineering and standardization of processes (including order to cash, data capture to report, hire to retire and procure to pay), reduced transactional processing costs through standardization, automation and greater economies of scale, and improved service quality.
Number of SSO Locations: Four main global Shared Service Centers: EMEA (UK), Asia Pacific (Hong Kong and Sydney) and the Americas
Are you Global or National? Global
Management Structure: Moving towards a flatter structure with fewer management levels thereby reducing costs associated with management hierarchy. Previous structure consisted of 6 levels between CFO to team member reduced to 4 as illustrated below.
1 CFO 1 CFO
2 Vice President 2 Vice President
3 Senior Manager 3 Manager
4 Manager 4 Team member
5 Supervisor
6 Team member
Brief History on Your Experience with SSOs: I was recruited by 3Com in 1998 as European Finance Director to roll-out a European Shared Services model for 3Com, leveraging SAP. In January 2000 I moved to the US and took on the role of Worldwide Shared Accounting Services Director and in this role led 3Com's Global Finance Transformation initiative, which included completing the European Shared Services project and expanding this to include all of the Americas (North and South) and the Asia Pacific Region. This was combined with change management, end-to-end process re-engineering, SAP training and centralization of many previously decentralized functions.
In October 2001 I took on the role of VP Finance and Corporate Controller and in this role headed the worldwide Shared Accounting Services team and led further service and end-to-end process improvement initiatives. 3Com's worldwide Shared Accounting Services and Finance Transformation initiatives yielded significant costs reductions, improved service levels and enhanced the Company's worldwide control environment.
I joined Cendant in 2004 and look after all areas of Finance across Cendant TDS's International Operations across four continents, covering Accounting and Control, Decision Support, Financial Planning and Analysis and Financial Shared Services (Professional, Technical and Transactional).
I am a regular speaker at Shared Services, BPO and Technology events, and have written a number of Articles in this area.
Phil Searle
Group Vice President & CFO, Cendant TDS, International Markets
Cendant Corporation
COMMONWEALTH OF MASSACHUSETTS
DAY 2 ? TRACK A ? 2:00 PM
Maturity of Your SSO in years: 18 months
Functions included in Your SSO: Human resources services for the workforce of 70,000 employees of the Commonwealth of Massachusetts
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
This model was chosen as a means of addressing the worst financial crisis In thirty years which we found ourselves in during 2003. There had been a 50% reduction in staff and commensurate reductions in funding not only in the central function but also in all the agencies. Our very survival as an organization demanded that we do things more effectively, at less cost and with less staff. We are already beginning to expand the model to our Legal counsels and to the IT organization. Central Procurement is also working on using something similar.
Number of SSO Locations: There are 166 agencies through the state and all HR services within these agencies are incorporated into this structure.
Are you Global or National? STATEWIDE
Management Structure: All the HR Secretariat Directors report to me and the other HR professionals report up to these people. The central function is under my leadership with a staff of 125. I report to the Governor
Brief History on Your Experience with SSOs: The first time I worked with SS was as Chief HR Officer at Shaw's/Star Markets, a division of Albertson's supermarkets. We had 0ver 200 retail stores throughout NE and needed to create an HR delivery system for the stores, distribution centers, trucking fleets and corporate headquarters. We had initial success and I believe the model is still in use today
Ruth N. Bramson
Chief Human Resources Officer
Commonwealth of Massachusetts
CUNA MUTUAL GROUP
DAY 3 ? TRACK A ? 11:15 AM
Maturity of Your SSO in years: 4
Functions included in Your SSO:
Billing and Collection Services
Sourcing and Procurement Solutions
Disbursements
Travel Administration, Fleet and Pool Car Services
Corporate Treasury; International Banking
Employee Resource Center, including Payroll and Benefits
Administration
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
Began mid-year '2000 with a non-mandated service approach to several traditional finance transaction areas, somewhat centralized already. Successes around operational excellence and new value propositions have drawn more services into our arena. As well, several services have been created that didn't exist at all prior to 2000. Most recent significant addition resulted from the convergence of Payroll and Benefits/HR Administration to form our new Employee Resource Center. Plans do exist to further expand the breadth of our Shared Services offerings.
Number of SSO Locations: Two locations, with our central location based out of our Wisconsin campus, and a very new satellite operation in a sister organization in Iowa.
Are you Global or National? Primary National, with heavy home office concentration, large Field staff, and some International presence.
Top 3 Challenges:
1. Balanced Success measures
2. Meaningful Benchmarking
3. Sustaining 'flat or declining' unitized internal charges
Top 3 Successes:
1. Controlled expansion through recognized value creation
2. Creation of a Sourcing Function, and broader/senior recognition of 'Supply Side' value
3. Treasury / Cash Management services created and successfully distributed
Management Structure: Shared Services VP reports to the CFO. "Pillar service leaders" report to the VP (4), as does a 'Shared Services Operations Leader' that acts as a senior coordinator for the VP.
Brief History on Your Experience with SSOs: Only history is with CUNA Mutual Group, leading the (new) SSO these past four years.
Geoffrey M. McCloskey, CPA
Vice President; Shared Services
CUNA Mutual Group
EASTMAN KODAK COMPANY
DAY 3 ? TRACK B ? 2:00 PM
Maturity of Your SSO in years: Global Shared Services is a new organization. Mark Gulling was appointed as its Director in December of 2003, and the organization initiated work on 1 January 2004. Prior to this, Kodak operated numerous smaller shared services with a partial regional or partial functional focus.
Functions included in Your SSO: The following functions are in the scope of Global Shared Services: Contact Centers, including Service & Support, Customer Order Services, Service Contract Administration; Employee Services, including Employee Data Capture and Management, Payroll/Benefits/Time Reporting, HR Administrative Processes, Relocation; Internal Services, including Purchase to Pay, Credit & Collections, Fixed Asset/General Ledger Accounting.
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
Several functions/sites have been moved into Global Shared Services. Current work continues on consolidation, simplification, and right sourcing. The Kodak Operating System (KOS) is being applied to operations to simplify, standardize and eliminate waste. Right sourcing addresses the appropriate placement of services within the Kodak shared service centers and supplier centers.
Number of SSO Locations: Kodak is in a three-year migration from numerous site and country operations to four Kodak global shared service centers and leveraging key supplier service centers for some services.
Are you Global or National? The accountability of Global Shared Services is Global, however, some functions are scaling up from National operations to Global operations in step with our ERP deployment plans.
Management Structure: Mark Gulling reports to the CFO. Reporting to Mark are four Service Directors, Service Center Operations, the Program Management Office, Quality (KOS), and support from IT, HR, Purchasing and Finance.
Mark V. Gulling
Director, Global Shared Services and Vice President
Eastman Kodak Company
FDA
DAY 3 ? TRACK A ? 2:45 PM
Maturity of Your SSO in years: 1
Functions included in Your SSO: The overall FDA Office of Shared Services (OSS) consists of: the Office of Acquisition and Grants (Procurement); the Office of Financial Services (Accounting); the Office of Real Property Services (Facilities); and the Office of IT Shared Services (Information Technology; as well as the Employee Information Resource Center and Equal Employment Opportunity office. My particular SSO, the Office of IT Shared Services is responsible for providing all IT support, to include: help desk, PC/desktop, servers, network, telecommunication, project management, engineering management.We support over 10,000 employees across more than 200 locations.
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
The original scope of the Office of IT Shared Services (OITSS) was to merge the technology support functions of seven unique headquarters business units into one cohesive team. Each of the business centers had their own IT support organizations and thus their own processes and technologies. Six months after accomplishing this merger, a decision was made to integrate the resources supporting the FDAs five Field Regions into OITSS. This was finalized on 10/1/04. There are now discussions to expand even further to potentially incorporate scientific computing equipment into the organization.
Number of SSO Locations: The organization supports over 40 different buildings in the Washington DC area and more than 200 locations nation-wide. OITSS center of operations is in Rockville MD, however, support personnel are distributed.
Are you Global or National? National, although we support international travel
Management Structure: The Office of IT Shared Services reports to the Office of the Chief Information Officer with a dotted line reporting relationship to the Office of Shared Services. The Office of IT Shared Services is led by the Director and consists of the Divisions of Infrastructure Operations, Customer Care, Strategic Projects and Applied Engineering, as well as the Management Support Group and five Regional IT teams.
Brief History on Your Experience with SSOs: Prior to taking on the responsibility of integrating IT support for the seven FDA business centers I led the consolidation of 17 disparate help desks responsible for technical and applications support at Marriott International. I was responsible for creating and leading a shared support organization from teams that had been aligned along hotel brand and business center lines. The organization supported a customer base of over 1500 hotels and 40,000 associates.
Jeff Cooper
Director, Office of Information Technology Shared Services
Food and Drug Administration
Department of Health and Human Services
GEORGIA PACIFIC
DAY 2 ? TRACK C ? 11:00 PM
Maturity of Your SSO in years: 8
Functions included in Your SSO: Accounts payable, Accounts Receivable, Disbursements, Vendor Management, Account Reconciliation, Customer Service
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
Started with one division, expanded to multiple divisions, Merged with several large companies_as well as divestures of different divisions
Number of SSO Locations: 2 AP; 1 Payroll/Benefits; 1 ?C General Ledger; 1 TEA/Procurement Card
Are you Global or National? National
Top 3 Challenges:
Top 3 Challenges:
1.Multiple systems
2.Turnover
3.Training
Top 3 Successes:
1.Control Monitoring
2. Organized by system
3. Conversions
Management Structure:
Controller- Shared Services
Controller ?C Accounts Payable
Team Manager
Team Lead
Brief History on Your Experience with SSOs: Beth ?C 10 years as functional Controller including management of AP, Disbursements, Vendor Management, Customer Service. Annette ?C 11 years of SSO involvement with 8 years within Accounts Payable. Led AP system conversions and work transfers for 3 years.
Annette Gonzales ; Beth Lee
Controller, Accounts Payable
Georgia Pacific Corporation
THE GILLETTE COMPANY
DAY 2 ? TRACK C ? 11:45 AM
Maturity of Your SSO in years: 2 Years
Functions included in Your SSO:
Human Resources :
- Talent Acquisition - HRIS
- Compensation - Training
- Benefits - Corporate Communication to Employees
Number of SSO Locations:
4 Regional HQ's and 8 satellite offices across the world Are you Global or National? Global
Management Structure:
4 Regional Shared Services Directors with Managers heading up Talent Acquisition, Compensation, Benefits, Training and HRIS
Brief History on Your Experience with SSOs: Has a graduate degree in Economics and a Post graduate MBA degree and is an alumni of the London Business School. Has lived and worked in four different countries, India, UK, Singapore and USA contributing to the development of the HR profession in these diverse cultures and geographies. Through this journey, have ensured that HR not only has a voice on the business table but plays a leading role in shaping Business & HR strategy. Have been working for the last 2 years to establish the Global Shared Services model for HR
Varun Bhatia
Vice President Global HR Services
The Gillette Company
GENERAL MOTORS CORPORATION
DAY 2 ? TRACK C ? 2:00 PM
Maturity of Your SSO in years: Fifteen years for internal shared service operations. Five years for external operations Functions included in Your SSO: Disbursements, Billings, Receivables, Payroll, Cash Management, Travel and Entertainment
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
Developed centers in North America and Europe in 1999. Currently ramping up operations in Latin America and Asia Pacific in receivables, payables, fixed assets, and general ledger
Number of SSO Locations: Seven
Are you Global or National? Global
Management Structure: Executive Director for global operations with seven regional directors. Shared Services reports to the Corporate Controller
Brief History on Your Experience with SSOs: Executive Director since 2001
Delle J. ZurSchmiede
Executive Director, Global Financial Shared Services
General Motors Corporation
THE GOODYEAR TIRE & RUBBER COMPANY
DAY 3 ? TRACK B ? 4:05 PM
Maturity of Your SSO in years: Began an "official" SSO in November 2003 with full budget controls. Functions included in Your SSO: Compensation and Benefits, Organization Development & Training, HR BPO Operations, HR Services & Staffing,Workers' Compensation and Non-occupational Disabilities, Undergraduate College Recruiting.
History of Your SSO (mergers, growth, future plans ?C any functions you are planning to bring into your SSO)
The HRO Project began in analysis form in February 2003 and was finalized on February 1, 2004. The Shared Service organization ?C pooling all the HR professionals ?C was initiated in November 2003.
Number of SSO Locations: Our SSO is a Global HR Commitment. It was initiated at our Akron campus and involved 200 HR associates. Phase II will involve manufacturing locations in the US and subsidiaries of Canada and Dunlop. Phase III will be Europe (2 Regions) and Asia. Are you Global or National? Global HR BPO commitment to have a Global HRIS system functioning by January 2006.
Management Structure: Senior VP of HR ?C Strategic Leader; VP HR NA Shared Services (Don Harper) reports to the Senior VP HR on the implementation. Seven HR Generalists (one for each SBU) form a Governance Committee that facilitates the implementation. An HRO Operations Team of four leaders run the day-to-day implementation (2 from Goodyear and 2 from the outsourcer).
Brief History on Your Experience with SSOs:
We began learning about HR BPO's in 2001 and actually brought in a vendor that worked with International Paper to learn more and they prepared a six week feasibility study. We did not move forward with that proposal.
Donald D. Harper
Vice President, HR North America Shared Services
The Goodyear Tire & Rubber Company
THE HARTFORD
DAY 2 ? TRACK B ?? March 8, 2005 ? 11:45 PM
Maturity of Your SSO in years: 8 months
Functions included in Your SSO: PMO, Internal consulting, Demand management, Business analysis for work initiation activities,Workflow management support
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
Business Technology Development is a very young organization that will increase the number and use of shared technology services available within the property-casualty organization.
Number of SSO Locations: One
Are you Global or National? Hartford is global. Its property-casualty operation is national
Top 3 Successes:
1. Building a Business Analyst shared service for Work Intake process
2. Building an Internal Technology Consulting capability
3. Implementing a P&C Enterprise Governance structure and process
Management Structure:
I have 7 direct reports:
- AVP, Internal Consulting Group
- Director of Business Technology Development (BTD), Business Insurance
- Director of BTD, Personal Lines
- Director of BTD, Claims
- Director of BTD, Sales and Service
- Program Manager, IT Workflow Deployment
- Program Manager, Demand Management
Brief History on Your Experience with SSOs: The Business Technology Development group is a newly formed Shared Service that has been operating for the past eight months. The group is also involved in trying to identify other potential candidates for organizing as a shared service in the IT organization. The group is part of the Strategy, Planning and Architecture practice within The Hartford's Property-Casualty eBusiness & Technology organization.
Michael C. Kim
Vice President of Business Technology
Development forproperty-casualty insurance operations.
The Hartford Financial Services Group, Inc. or "The Hartford"
HEWLETT-PACKARD COMPANY
DAY 2 ? TRACK C ? 2:45 PM
Maturity of Your SSO in years: Over 12 years
Functions included in Your SSO: Finance and Accounting; Procurement; HR; Payroll; CRM (call center); Other Administration Processes (service Contracts Admin)
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
a) created regional SSC in early nineties
b) Consolidation of regional SSC in a global model, including new centers/locations in early 2000-2001
c) Acquired P&G's SSC (F&A) in Costa Rica in early 2004
d) Opened center in Dalian (China) in late 2004
e) Opening Center in Poland in early 2005
Number of SSO Locations: 6(six): India (Bangalore and Chennai); Singapore; Costa Rica; Spain (Barcelona); China (Dalian); Mexico (Guadalajara)
Are you Global or National? Global
Management Structure: All SSCs are managed by Bob Shultz, who's the GM for our Business Process Delivery Organization (BPDO). Also related functions such as Business Controls, Quality, Business Transformation, etc. report into the General Manager for BPDO.
Brief History on Your Experience with SSOs: I have been involved with HP's BPDO/SSO for the last couple of years. In my current role, I'm responsible for operations strategy, including location/ capacity/ infrastructure etc, and work closely with management to drive related programs. My team is also responsible for Quality function, including our approach and frameworks (including certifications)
Sanjay Singh
Director, WW Strategy and Business Operations
Hewlett-Packard Company
HYDRO OTTAWA LTD.
DAY 2 ? TRACK B ? 2:00 PM
Maturity of Your SSO in years: 4 years
Functions included in Your SSO: Supply Chain, IT, HR, Facilities Mangement, Fleet, Corporate Communications
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
Hydro Ottawa was formed through the merger of five utilites in the year 2000 ?C further amalgamations of utilities in eastern Ontario ?C Canada will result in Hydro Ottawa becoming a major Ontario portal for shared services in the near future.
Number of SSO Locations: One
Brief History on Your Experience with SSOs: Following the merger and creation of Hydro Ottawa, I began a path of first becoming informed about the benefits of introducing a Shared Service module, sought consultant advice and started small and slowly. Attending conferences such as these, networking, and reading a variety of literature on the subject of Shared Services has helped however nothing replaces good old fashion " in the trenches " trial and error ?C better known as first hand experience.
Dan T. Ralph
Vice President ?C Corporate Services
Hydro Ottawa Ltd.
INTEL CORPORATION
DAY 3 ? TRACK C ? 11:15 PM
Maturity of Your SSO in years: 2 years
Functions included in Your SSO: Accounting & Accounts Payable
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
Initiated in 2002. Has tripled in size over 2 years through regional centralization. Will double again in the next 12 to 18 months.
Number of SSO Locations: 1 currently, building a second.
Are you Global or National? Global
Brief History on Your Experience with SSOs: Responsible for shared service strategy and project execution for Intel Corporation's Accounting and Accounts Payable Global Shared Service Centers.
Max Downing
Global Accounting Operations Controller
Intel Corporation
LEVI STRAUSS & CO.
DAY 2 ? TRACK B ? 11:00 PM
Maturity of Your SSO in years: Five Years
Functions included in Your SSO: Financial Center: A/R, A/P, General Accounting, Benefits Accounting, Payroll, Credit, Intercompany Accounting, Employee Purchase Plan Accounting, Office Services, Order Management, and Procurement Services.
Number of SSO Locations: One
Are you Global or National? Global
Brief History on Your Experience with SSOs:
Thomas Smith is a licensed CPA and currently serves as the Director of Shared Services for the Shared Service Center of Levi Strauss & Co. Thomas hold an Associates Degree in Computer Science, a Bachelor's Degree in Accounting, and is currently pursuing a dual MBA in Accounting and Finance. He is a SCO Unix Engineer and has been trained as an ISO auditor. He has served in a number of different industries including manufacturing, consulting, information systems, public accounting, and apparel. Thomas has written for the IQPC and has presented in the past to members of the AICPA and CAM-I organizations.
Thomas E. Smith, Jr., CPA
Levi Strauss & Co.'s Director of Shared Service Center
Levi Strauss & Co.
LINDORA, INC.
DAY 2 ? TRACK A ? 11:00 PM
Maturity of Your SSO in years: Two years
Functions included in Your SSO: Purchasing, Risk Management, Human Resources, Communications & Marketing, IT
Number of SSO Locations: SSO services located at corporate headquarters. Company had approximately 80 separate business units.
Are you Global or National? National
Management Structure: President, SSO (Dr. Carol J. Geffner); CIO; CFO; VP Human Resources; VP Purchasing; VP Communications & Marketing; Director, Risk Management
Brief History on Your Experience with SSOs:
I launched and led a SSO for a $2 billion media enterprise. Due to company values, the SSO was viewed as a controversial endeavor. My responsibility was to launch the division, drive rapid cost-cutting results and greater efficiencies, and deal proactively with the cultural change issues. The leadership team that I recruited was highly respected and demonstrated a higher level of customer service than previously experienced in the organization. Specific and aggressive benchmarks were established and reached successfully.
Dr. Carol J. Geffner
Chief Administration Officer
Lindora, Inc.
NCR CORPORATION
DAY 3 ? TRACK B ? 2:45 PM
Functions included in Your SSO:
Orders to Cash:
Accounts Receivables, Collections, Credit Services, Customer Database, Service Order Mgmt, Solution Order Mgmt, Global Account Mgmt
Account to Report:
Fixed Assets, General Ledger, Intercompany Accounting, Inventory & Revenue Accounting, Project Accounting
Procure to Pay:
Accounts Payable, Travel & Entertainment
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
NCR moved from local country ?Cbased centers to regional centers in the late 1990's into 2000 and 2001. In late 2003, we began transitioning to an outsourcing model. We still have regional centers; however, the bulk of the work is being done in the global centers of our outsourcing partner.
Number of SSO Locations: Four regional centers and four global centers with our outsourcing partner
Are you Global or National? Global
Top 3 Challenges:
1. Stabilizing the more complex process areas in the global centers
2. Moving to local/regional processes to global proceses
3. Transforming transitioned processes to drive efficiencies/ effectiveness
Top 3 Successes:
1. Transition of over 700 positions to the global centers of our outsourcing partner
2. Deployment of an ERP solution covering almost all major revenue generating countries (75%)
3. SO404 certification (working toward this for year-end 2004)
Julie Winters
Director of Global Business Operations Center
NCR Corporation
NEVADA POWER COMPANY
DAY 2 ? TRACK A ? 4:05 PM
Maturity of Your SSO in years: Three
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
Sierra Pacific Resources (NYSE: SRP), headquartered in Nevada, is an investor-owned corporation with operating subsidiaries engaged in energy and utility services. Operating Subsidiaries: Nevada Power, Sierra Pacific Power Company, Tuscarora Gas Pipeline Company. Sierra Pacific Resources (NYSE: SRP) is the investor-owned holding company for Nevada Power Company and Sierra Pacific Power Company. Nevada Power has served Las Vegas and southern Nevada since 1906 and Sierra Pacific Power has served customers in northern Nevada and northeastern California for over 140 years. Nevada Power and Sierra Pacific Resources merged in July 1999 to create one of the fastest growing energy companies listed on the New York Stock Exchange. Our service area covers over 54,531 square miles of the fastest growing state in the U.S. Sierra Pacific's vision is to create a premier distribution, transmission and energy services company. Serving 1 Million Customers in Nevada & California.We provide electricity to 960,000 electric customers throughout Nevada and in northeastern California. Among the many communities we serve are Las Vegas, Reno-Sparks, Henderson, Elko and South Lake Tahoe. Sierra Pacific Power also provides natural gas to over 120,000 customers in the Reno-Sparks area.
There are curently no plans to bring more functions into CAO / (SSO).
Number of SSO Locations: 2
Are you Global or National? Our service territory is almost exclusively within the State Of Nevada. The major metropolitan areas we serve are Las Vegas and Reno / Tahoe.
Top 3 Challenges:
1) Maintaining and improving service levels with internal customers with zero expense growth.
2) Employee development and succession planning
3) Systems upgrades and support
Top 3 Successes:
1) Achieved improved service levels while reducing headcount and total / unit costs.
2) Culture change / shift towards an organization that manages by the numbers. Instilled accountability.
3) Performance Improvement Project.
Management Structure:
Chief Administrative Officer and Senior Vice President
Chief Information Officer and Vice President - IT&T
Vice President Human Resources
Director, Admin Services and Fleet
Chief, Corporate Security
Director, Lands Services
Director, Supply Chain
Director, Business Services & Controls
Brief History on Your Experience with SSOs: Directed the implementation of corporate accounting policies and controls, coordinated the CAO's planning efforts consistent with the corporate strategy, developed operation plans and budgets for the CAO and implemented performance metrics.
Functions included in Your SSO:
Human Resources
Information Technology & Telecommunications
Fleet Services
Lands Services
Administrative Services
Facilities
Corporate Security
Supply Chain
RINKER GROUP LIMITED
DAY 2 ? TRACK A ? 11:45 PM
Maturity of Your SSO in years: 8 years
Functions included in Your SSO: Finance & Accounting: Reporting, Monthly Close, Fixed Assets, Account Analysis & Reconciliation, Accounts Receivable, Accounts Payable, Card Management, Imaging, Cash Control, Treasury
Information Technology: Desktop Support, Data Center, Application Design and Support, Help Desk Human
Resources: Benefit Administration, Payroll, Training & Development, Diversity, Health & Welfare Design, Retirement Design, Industrial Relations, Executive Compensation, Incentive Design
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
Started with Finance and Accounting 1996.
1997-1999: Shared Services added Information Technology Services and led the roll-out of SAP throughout the organization.
2000: Added Human Resources Sevices
2002: Added Australia and China locations to be supported by Shared Services
In 2003 we were named the Best Mature Shared Services Organization by the IQPC at Shared Services Week 2003
We currently are looking at ways to further leverage the infrastructure of Shared Services throughout Rinker Group.
Number of SSO Locations: 2 Centers ?C West Palm Beach, Florida and Brisbane, Australia
Are you Global or National? 80% National, 20% Australia/China
Top 3 Challenges:
1. Quick and efficient acquisition integration
2. Not getting complacent ?C find new ways to add value by leveraging our infrastructure
3. Getting in front of our customers as the business continues to grow
Top 3 Successes:
1. Have reduced unit costs to our customers every year.
2. Great dedicated team of problem solvers that understands Rinker business.
3. Recognized as an integral part of the Rinker Strategy for growth. We "have a seat at the table".
Management Structure:
Vice President over all Shared Services
Director levels for Finance & Accounting, Information Technology, Human Resources, Australia/China
Team Leaders report to Directors
Brief History on Your Experience with SSOs: Involved in original business case for Rinker in 1995 when I was Controller. Leader of the Shared Services implementation team and co-lead of SAP implementation. Have held the position of leader since inception. Have seen both Rinker grow from 200 sites and $1 billion in sales to our 700 sites and $3.7 billion in sales. Shared Services has grown with the organization both in size and in added services. Rinker has been active in the Shared Services community and we frequently volunteer speaks to conferences, are active in benchmarking with other shared services organizations, and have hosted many "upstart" Shared Services organizations to visit our facilities and meet with our people.
Ira Fialkow
Vice President Shared Services
Rinker Group Limited
SAFEWAY INC
DAY 3 ? TRACK C ? 2:45 PM
Maturity of Your SSO in years: Safeway established their SSO in 1995 and now supports all retail accounting activity for 1,600 stores with $35 billion in revenue.
Functions included in Your SSO: Accounts Payable, Equipment Accounting, Direct Store Delivery, Accounts Receivable, Allowance Billing/Audit, Store Reporting, Store Inventory, Electronic/Corporate/ Retail Banking, Financial Reporting, Sales/Use Tax.
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
1995 ?C 40 employees
1996 ?C 314 employees ?C 838 stores supported
1998 ?C 331 employees ?C Acquired Vons ?C 1,168 stores supported
1999 ?C 407 employees ?C Acquired Domincks/Carrs ?C 1,329 stores supported
2000 ?C 467 employees ?C Acquired Randalls - 1,476 stores supported
2001 ?C 502 employees ?C Acquired Genuardis ?C 1,594 stores supported
Number of SSO Locations: One, located in Phoenix, Arizona
Are you Global or National? Only in the US
Top 3 Challenges:
1. Providing timely, actionable information to customers
2. Personnel issues ?C succession planning, career enhancement, morale/team building
3. Sarbanes Oxley integration into daily process
Top 3 Successes:
1. Acquisition integration
2. Key Performance Indicator tracking and improvement
3. Being asked to absorb additional responsibilities into our SSO
Management Structure:
7 Directors ? 28 Managers ? 502 Employees
Brief History on Your Experience with SSOs: I have been with Safeway's SSO for four years. I have worked through the integration of acquisitions, the addition of many responsibilities into our SSO and the development of an organization that is flexible and can react quickly to the needs of our company.
Gregg Maxwell, CPA
Vice President, Controller
Safeway Inc
SEARS, ROEBUCK AND CO.
DAY 1 ? WORKSKSHOP F ? 2:30 pm ?C 5:30 pm
Maturity of Your SSO in years: 10 Years
Functions included in Your SSO:
General Accounting
Fixed Asset / Capital Project Accounting
Banking
Lease Accounting
Real Estate Expense Accounting
Accounts Payable
T&E
Audit Recovery
Executive Development Program in Accounting
History of Your SSO (mergers, growth, future plans ?C any functions you are planning to bring into your SSO)
2005 ?C Current plans for 2005 are not finalized
2004 ?C Consolidate Sears Roebuck Acceptance Corporation into the Accounting Center
2004 ?C Consolidted e-Bay Accounting into the Accounting Center
2004 ?C Consolidated selected Treasury processes into the Accounting Center
2003 ?C Divestiture of Sears Credit and NTB
2003 - Consolidated Lease Accounting, Real Estate Expense Accounting, Import Accounting, & Advertising Accounting into the Accounting Center
2002 ?C Consolidate Accounting & Accounts Payable for Orchard Supply Hardware into the Accounting Center
2002 ?C Consolidated the reconciliation process for Sears National Bank, Sears Card, and MasterCard to the Accounting Center
2002 ?C Consolidated Direct To Customer Accounting into the Accounting Center (sears.com)
2001 ?C Finance reorganization ?C reduced Accounting headcount by 20%
2001 ?C One Card rollout, company wide Travel, Procurement, & Fleet card
2000 ?C Homelife Furniture Divestiture
1999 ?C Launch the Executive Development Program in Accounting
1999 ?C Support the Y2K effort
1999 ?C Western Auto Divestiture to support sale to Advance Auto
1998 ?C Consolidated Western Auto AP, FA Accounting, Vendor Receivables, and Audit Recovery processes into the Accounting Center
1998 ?C Consolidated SLS accounting into the Accounting Center
1995 ?C Consolidated 5 Accounting Center into 1
Number of SSO Locations: One
Are you Global or National? National
Top 3 Challenges:
1. Systems Strategy
2. Succession Planning
3. Defining future scope of center
Top 3 Successes:
1. 30% Headcount & expense reduction
2. Continuous process improvement & Consolidation of processes with no headcount addition and reduction of 100+ associates in other organizations
3. Development of Executive Development Program in Accounting
Management Structure:
1 Director of Accounting Services
5 Managers of Accounting Services
13 Accounting Managers
11 Other Professionals
231 Clerical Associates
Brief History on Your Experience with SSOs: Oversight responsibility for the Accounting Center for three years, on site Director for 3 years
Gary Collier
Director of Accounting Services
Sears, Roebuck and Co.
SOUTHERN CALIFORNIA EDISON
DAY 2 ? TRACK B ? 4:50 PM
Maturity of Your SSO in years: 8 years
Functions included in Your SSO: Manages a multifunctional organization of more than 700 employees responsible for the company's procurement and material management, corporate real estate oversight, transportation services, corporate security and emergency preparedness, and other cross-departmental services.
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
Includes Corporate Real Estate, Transportation Services, Procurement & Material Management, Supply Chain, Corporate Services, Business Resources, Corporate Security. We are integrating with IT.
Number of SSO Locations: 40+
Are you Global or National? National
Management Structure:
1 ?C Vice President
5 ?C Directors of Major Functions
Barbara A. Reeves
Vice President, Shared Services
Southern California Edison
SOUTHERN WINE AND SPIRITS
DAY 5 ? SITE TOUR
Maturity of Your SSO in years: 3.5 Years.
Functions included in Your SSO: Accounts Payable, Supplier Billing, General Accounting, Imaging, Payroll, Benefits, Inventory Costing (trade payables), Customer Care Center, Information Technology.
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
Group Services (our Information Technology division) was formed in 1998, and currently provides support to our field divisions in the areas of Networking/Windows, Business Intelligence/Web Services, Data Center/Operations, EDI, Development/Quality Assurance, and Educational Services. Shared Services (our transaction processing division) opened its doors in 2001 and currently supports our divisions in the areas of General Ledger, Accounts Payable, Supplier Billing, Inventory Costing, Imaging, and Payroll/Benefits. We have two states (IL & NY) that are not currently utilizing our services, but are recent acquisitions that will utilize our services in 2005. We are continuing to evaluate new services but do not have any current plans to do so in the near future.
Number of SSO Locations: 2 - Miramar, Florida and Union City, California. The California office is a small satellite office that handles time-zone sensitive transactions.
Are you Global or National? National.
Top 3 Challenges:
1. Coordination of effort between IT and transaction procesing.
2. Acquisition related implementations.
3. Continuous process improvement.
Top 3 Successes:
1. Successful SAP & Shared Services implementation in 10 of 12 states.
2. Standardization and consolidation of key back-office and supporting functions.
3. Measurable process improvement in all areas.
Management Structure:
Chief Information Office and Director of Shared Services have 12 Directors or Managers reporting directly to them. The entire organization is 239 people.
Dian Duncan
Director of Shared Services
Southern Wine and Spirits
U.S. POSTAL SERVICE
DAY 1 ? WORKSKSHOP B ? 8:00 am ?C 11:00 am
Maturity of Your SSO in years: 2 Years
Functions included in Your SSO:
Accounting, accounts payable, payroll, contracts, accounts receivable and a helpdesk
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
future plans to include human resources
Number of SSO Locations: Three
Are you Global or National? National
Top 3 Challenges:
1. Retaining people at helpdesk
2. implementing technology
3. Having folks follow processes
Top 3 Successes:
1. Ability to acquire funding for project
2. good support from senior management
3. solid support staff
Management Structure: A manager of Service center with two direct reports. One for operations the other for service management
Brief History on Your Experience with SSOs: I have been involved since the project inception and provided the justification for project. Also piloted some initiatives as far back as 6 years prior
Robert A Foley
Manager, Service Management
U.S. Postal Service
U.S. DEPARTMENT OF STATE
DAY 4 ? WORKSKSHOP N ? 8:00 am ?C 11:00 am
Maturity of Your SSO in years: 50+ years
Functions included in Your SSO: Finance, Human Resources, IT, Logistics, Facilities, Security, Communications, Acquisitions, Mail, Medical, Travel, Housing, Fleet Management and Community Liaison
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
The Department of State underwent a merger with the U.S. Information Agency and the Arms Control and Disarmament Agency in 1999. The Department now is working with the U.S. Agency for International Development to eliminate duplication in service provision at four locations by selecting the most cost-effective provider at that location, awarding the work to that provider and brining service provision by the less competitive supplier to a close. The Department added diplomatic mail and additional security services in 2000. It also has seen significant growth in customer population and revenues after September 2001. We are working on further regionalization and centralization of transaction based activities.
Number of SSO Locations: Over 250
Are you Global or National? Global
Management Structure: We are heavily decentralized because some of our major services, housing, facilities and fleet management, have to be done at more than 250 locations. We have two finance centers, one acquisitions center, approximately six logistics centers and two regional centers that provide a broad range of support in human resources, information technology, logistics and training. We plan to expand these regional centers and expand their coverage.
Brief History on Your Experience with SSOs:
I have managed shared services operations for more than 25 years, both at the operational level in the field and the executive level at headquarters. I developed and implemented the successful pilot that led to the current system the U.S. government uses to deliver shared services around the globe.
Matthew J. Burns
Director, Center for Administrative Innovation
U.S. Department of State
THE WALT DISNEY COMPANY
DAY 2 ? TRACK C ? 4:50 PM
Maturity of Your SSO in years: Three years, nine months Functions included in Your SSO: Payroll, Accounts Payable, Fixed Asset Accounting, HR Transaction Processing, Cash & Banking Credit Card Administration, and Travel Expense Processing functions in the processing centers (with some additional General Accounting work in the international centers). All enterprise wide application development and support in the IT Center
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
Disney Shared Services began in February 2001 when we commenced construction and moved into our new domestic facility.We have completed the initial scope consolidations and conversions to our common platform. In the future, we will review the consolidation/integration of the domestic and international functions, procurement transaction processing, sales and use tax compliance, andsome General Accounting functions
Number of SSO Locations: Two main domestic centers, consisting of a location for functional work and a location for IT, and six international sites
Are you Global or National? Global
Top 3 Challenges:
1. Overcoming initial learning curves and resistance to an entirely new integrated IT platform coupled with moving to Shared Services.
2. Completing the culture change from "Back of House" processes to professional service providers.
3. Consolidation/integration of international and domestic processing centers.
Top 3 Successes:
1. Successfully launching Disney Shared Services, consolidating all in-scope functions and implementing the entire infrastructure, processes and culture necessary for success.
2. The value (services, cost savings, controllership and value added) delivered by shared services.
3. Implementation of a single integrated processing platform (SAP) and employee portal worldwide.
Management Structure: Shared Services has a duel reporting relationship to the Company Controller and to the Head of Human Resources
Brief History on Your Experience with SSOs: After working in various positions within the Information Technology function for General Electric, I received my first exposure to shared services when I assumed leadership of GE's
Payroll function: As GE's Payroll leader, I successfully consolidated all GE payroll processing into shared services. I was subsequently promoted to President of GE Client Business Services a wholly owned GE affiliate providing a wide variety of shared service functions to the Parent Corporation. In July of 2000 I joined The Walt Disney Company to create Shared Services Worldwide. In 2001 I was given the additional responsibility of replacing 400 systems in 42 countries across 700 legal entities with a single global instance of SAP.
Mark Kingman
SVP, Disney Worldwide Services
The Walt Disney Company
WMC RESOURCES LTD
DAY 3 ? TRACK C ? 2:00 PM
Maturity of Your SSO in years: Six years
Functions included in Your SSO:
Group Financial Services
Human Resources Services
Group Land Services
Commercial Property
Company Information
History of Your SSO (mergers, growth, future plans ?C functions you are planning to bring into SSO)
1998: Group Financial Services established with Accounts Payable and Receivables function (based in Melbourne).
1999: Human Resources Services established with Payroll, frontline and technical sections (originally based in Perth).
2000: Group Land Services moved into Shared Services (based in Perth).
2000: Group Agreements Registry moved into Shared Services (based in Melbourne)
2003: Company Information established combining Group Agreements Registry (based in Melbourne) and an expanded Records Management Services (based in Perth).
2003: Moved Human Resources Services to Melbourne.
2003: Property Coordination function moved into Shared Services (based in Melbourne).
2004: Commercial Property established combining Property Coordination, Office Services for Melbourne and Perth.
2004: Credit Group moved into Group Financial Services
2005 and beyond: Shared Services Leadership Team develop a listing yearly of potential functions that could be integrated into the Shared Services group.
Number of SSO Locations: Fundamentally two location Melbourne (head office) and Perth (to cater for regional mining activities).
Melbourne: all Group Financial Services, all Human Resources Services, Group Commercial Property and Company Information.
Perth: all Group Land Services, Perth Office Services as part of the Group Commercial Property and Records Management Services as part of Company Information.
Are you Global or National? Predominantly national with exploration locations globally
Top 3 Challenges:
1. Re-modeling Shared Services into process streams after successive inclusions
2. Integrating information systems into one Company wide solution
3. Embracing automation and scanning technologies to reduce cycle times and costs
Top 3 Successes:
1. Financial and personnel resource leveraging
2. Use of Six Sigma to establish and improve processes through very high levels of employee participation leading onto improved policies, standards and procedures
3. Seen as a role model within the Company
Management Structure:
1. Chief Executive Officer
2. Executive General Manager
3. General manager
4. Group Manager
Brief History on Your Experience with SSOs: Peter has been with WMC Resources over nine years performing site based roles with the implementation of 6 Sigma as a trained Black Belt and mentor, development of management systems and processes for quality and training in mining and mineral processing operations. Currently involved in the Shared Service environment as Group Manager responsible for integrating company information to control or implement systems to secure company records and electronic documents to ensure that information is captured once and used many times. Activities also include involvement with Business Excellence Frameworks assessments, IQPC 6 Sigma Summits presentations and information management workshops. Previously 10 years at Motorola in various roles such as Electronic Engineering, manufacturing supervision, service and administration. During that time Motorola initiated and implemented the 6 Sigma program throughout the Company where Peter coordinated training and facilitated/ advised all teams throughout Australia.
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