2014 POST SHOW REPORT - IQPC Corporate · Contact Centre Manager, iiNet Carol Lawrence ASPAC PMO...

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11-13 JUNE 2014 � PULLMAN ALBERT PARK, MELBOURNE

2014 POST SHOW REPORT

Delivering True Customer Value through Process Efficiency, Integration and Service Quality

One of the best conferences I have ever been to! Gordon Brown, Group Finance Manager, Orora Limited

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AUSTRALASIAN SHARED SERVICES & OUTSOURCING WEEK | 2014 POST SHOW REPORT

2014 POST SHOW REPORT 02 9229 1000 � [email protected] � www.sharedservicesweek.com.au

Dear SSON Community Member,

Relative to the Australasian market size, the 17th Annual Australasian Shared Service and Outsourcing Week, which took place on 10-13 June 2014 in Melbourne, was the best attended SSON event globally, with 549 people onsite, 44% of whom were brand new to the event.

This reflects the increasing strategic importance that Australasian organisations are placing on shared services and outsourcing, which bodes particularly well for the health of the industry.

Indeed our chairperson, Simen Munter from ANZ, went so far as to suggest that to fail to maximise the value of SSO is to put your company at a competitive disadvantage.

As the industry has grown, so the event has expanded in order to stay relevant and match the needs of our community.

This year, we included a planning and launching stream throughout the event for all the newcomers, a greater depth of HR and procurement content for those expanding their SSO’s scope, and customer service and data analytics streams for the more mature organisations in attendance.

2014 also took the interactivity to the next level. On top of adding more group sessions to the program, we also leveraged our live polling and debuted SSON’s networking app to add a digital layer to the networking opportunities onsite.

I want to take this opportunity to thank all of you who made it to the event for your part in making it the best to date, and I look forward to building on these foundations for 2015.

I hope to see you back in Melbourne next year.

Kind regards,

Ross ClaytonHead of SSON A/NZ

KEY FACTS AND FIGURESSSO Week remains the best attended transformation event in A/NZ, with the 2014 event attracting:

Cross functional streams

10days of learning,

sharing and networking

3SSO WEEK

1

Attendees549

Organisations216

of organisations brand new to the event

44%Speakers sharing

their expertise

63

Like-minded people with similar values sharing valuable insights and knowledge! Well worth the attendance.Tory Macri, Business Process Improvement Manager, Peoplecare Health Insurance

LETTER FROM THE DIRECTOR



2014 HIGHLIGHTSWith the feedback from attendees now collated and analysed, SSON is delighted to report that the 2014 event was our most successful show yet, with the following key highlights:

âDelivering True Customer Value – We heard from the likes of ANZ, CBH Group and Commonwealth Bank about the steps they are taking to improve their customer centricity.

âThe CFO Forum, hosted by IBM, enabled attendees to share best practise on how to maximise the value that the finance function offers to the rest of the organisation, with CFOs from Coles, Jetstar, Tattersalls and Tyco in attendance.

âMore interactivity throughout the program – With more and more people prioritising an interactive learning environment, this year we had group sessions split by function, operational challenges and industry.

âA specific planning and launching stream – With a dramatic increase in mid-sized organisations at the event and 44% of the audience new to the event, we created a stream that ran through the entire event for newcomers to the SSO model.

â50+ end user case studies across three days – More than 80% of the speakers were brand new to our speaker panel, drawing together the best of Australia and the globe.

âFunction-based streams – Which allowed attendees to share best practice, tips and tools around specific processes and transactions with peers from Finance, Procurement, HR and Customer Service.

âThe SSON Excellence Awards, sponsored by Commonwealth Bank, saw the largest number of submissions to date, and highlighted some of the great work that is taking place within Australasia. We had renowned comedian David Thornton and Gaia Rhythm Events and Drumbeats providing the evening’s entertainment.

âOur ‘Big Ideas’ speakers once again provided some ‘out of the box’ perspectives for our attendees to take back to the office, with Mark Mathews, a world famous big wave surfer, Paul Bloxham, the Chief Economist at HSBC, and Jon Pratlett a leading Neuro Leadership expert, sharing their insights.

âDelegate profiling and mobile networking app, helped attendees with the mammoth task of finding the needle in the haystack. Instead of having to scour the room for like-minded individuals, the app gave attendees the ability to search for individuals with the same areas of interest, organisation size, industry and challenges, and contact them via direct messaging.

âLive onsite polling, sponsored by Datacom, giving real time feedback on the state of the industry and how the attendees on site compared to their peers. Look out for the report we will publish shortly with the findings.

I believe that this was one of the best conferences I have attended in my time in the tertiary sector in 4 different countries.Dr Daryl A Cornish, Director, Professional Services, Victoria University

Well worth attending, lots of great presentations, I went back to the office with lots of great ideas.Nicole Tournier, Director, Finance Strategy, Monash University



WHAT’S IN STORE FOR 2015?Some key trends and themes leapt out at us both onsite and in the lead up to the event,

and are defining the shape of the agenda for next year:

GLOBAL BUSINESS SERVICES

As more organisations move to a GBS structure to deliver standardised, end-to-end processes,

we will address what this means for the Australian

market.

01

ROBOTICSA clear sign of how fast

the industry moves is the groundswell surrounding

robotics within shared services. Is it just the

latest buzz word, or will it signal an about change in how SSOs do business

globally?

MID-MARKET

The dynamics of Australia’s high cost, competitive market

place means that we see a much higher

mid-market component than other regions. 2015 will include a focus on how companies that

lack scale can tap into the potential of shared

services and outsourcing.

MATURITY

We recognise that our audience has vastly

different needs according to where they are on their transformation

journey, so for 2015 we will return to content

broken down by maturity.

02 03 04

DIGITAL TRANSFORMATION

The pace of change inthe industry is largely

being driven by technology, so expect

to see case studies specifically focused on

how you can stay relevant in this rapidly shifting

environment.

INDUSTRY VERTICALISATION

Traditionally growth within the industry has

been along the functionallines of Finance, HR, IT

and Procurement. However, as services become more specialised we are seeing

an increasing move towards vertical functions unique to core industries

themselves, such as Banking & Finance,

Transport & Logistics and Healthcare.

CUSTOMER SERVICE

After its successful inclusion this year,

the front office is set to become a mainstay

of the event moving forward with locations

and outsourcing arrangements key discussion points.

OFFSHORING AND OUTSOURCING

The days of outsourcing and offshoring being

viewed as a discussion to be had behind closed

doors are gone. They are now accepted as

business critical and will be afforded their own section of the agenda

accordingly.

05 06 07 08



THE 2014 SPEAKER PANEL:

Simon GallagherChief Financial Officer, Adecco Australia

Jim HeaneyGroup Shared Services Manager, Asciano

Tony BarnesExecutive General Manager, Aurion Corporation

Tracey WilliamsDirector HR Shared Services, Austin Health

Michael FrombergHead of Customer Operations, Australian Postal Corporation Shared Services

Craig FoxAssistant Commissioner Business Strategy & Improvement, Australian Taxation Office

Frances CawthraChief Finance Officer, Australian Taxation Office

Kevin McCoyChief Financial Officer, Australian Unity

Mark MathewsManager, Big Wave Surfer

Ann FurlongDirector Of Operations, APAC, Blackline Systems

Neil PadleyShared Services Director, Brisbane City Council

Ron Silvestri Group Manager, Financial Services, CBH Group

Dan EgbertSenior Research Director, Finance and Strategy Practice, CEB

Leasa RobinsonExecutive Advisor Shared Services, CEB

Bill BrooksManagement Consultant, CommandHub

Nick AronsonGeneral Manager, Transaction Banking, Commonwealth Bank of Australia

Simon DunstallSenior Research Scientist, CSIRO

Anthony NealeDirector, Consulting, Deloitte

Dale ClarkeDirector HR Services, Department of Education & Early, Childhood Development

John PapatheohariGeneral Manager Health Shared Services, Department of Health

Bob FryerChief Human Resources Officer, Downer EDI

Grant BakerGeneral Manager - People and Culture Shared Services, EnergyAustralia

Mal ValancePro Vice Chancellor (Business Asset Strategy), Federation University Australia

David PrattGeneral Manager Shared Services, Fletcher Building

Andrew CartledgeChief Financial Officer, GE

Michele Beattie Head of Shared Services, GHD Group

Maree McMahonHead of Business Services, Holcim

Paul Bloxham Chief Economist, HSBC Bank

Neil Harrison Contact Centre Manager, iiNet

Carol LawrenceASPAC PMO Lead HR Services and Payroll, Johnson & Johnson



THE 2014 SPEAKER PANEL:

Jon PratlettLeadership Expert

Anthony LeanDeputy Director-General, Policy and Executive Services, NSW Office of Finance and Services

Tony GruebnerHead of Customer Intelligence, Sportsbet

Suzanne Young Executive General Manager, Global Business Services, Leighton Contractors

Steve ShepherdExecutive Director, Randstad

David DaltonFinancial Accounting Manager, Linfox

Trevor Nichols Head of Human Resource, Macquarie Group

Grant JohnstoneHead Of Commercial Payment Systems, MasterCard Worldwide

Michael Warren Vice President, MSC Malaysia

Sally BruceChief Financial Officer - Business & Personal Banking, National Australia Bank

Trent PawseyHuman Resources Manager - Australia, McCormick

Albert OlleyChief Executive Officer, NSW Businesslink

Greg GlynnPerformance Manager, NSW Businesslink

Robyn FosterDirector Shared Services, NSW Police

Charles KaplanInternational Marketing Director, Perceptive Software

Richard StejerProject Change & Adult Education, PMWorks

Steven RaynorHead of Organisational Effectiveness & Change, QBE

Keith BirdGeneral Manager - Chief Procurement Officer, Queensland Rail

Sandeep ChitaleGeneral Manager Business Services, Schweppes Australia

Chris OermanExecutive Director Government Services Group, Shared Services SA

Grant YongeGroup Manager Contact Centres, Silver Chain Group

Albert BodineRelationship Manager, Spendvision

Leslie Barnes Director of Integrated Processing, Standard Bank Insurance Brokers

Jane StaffordExecutive Manager Banking Process & Optimisation, Suncorp

Samuel PachaiyappanNational Manager - Australia, Sundaram Infotech Solutions Limited

Robert BlairSenior Vice President, Head of Commercial Card & Merchant Services, SunTrust Bank

Shaun HughesFinance Director - Operations, Telstra

Kevin PoolChief Technology Officer, Tibco Asia

Andrew Forbes Chief Executive Officer & Director, TransformIT Systems

Craig Peden Director Corporate Relations, University of Wollongong

Renee Armstrong Procurement Operations Manager, Woolworths

Greg ParkinsonProcurement Solutions Director, XChanging




SSON would also like to take this opportunity to thank the 2014 Awards Judges, all of whom make the Awards both credible and possible:

� Ken Jefferd General Manager, BP Elite

� Neil Padley Executive Manager, Support Service Centre, Brisbane City Council

� Charles Gray General Manager, Macquarie Group

� Suzanne Young Executive General Manager, Global Business Services, Leighton Holdings

� Albert Olley Chief Executive Officer, NSW Businesslink

The 2014 SSON Excellence Awards saw the greatest number of entries to date, with submissions from 11 distinct industries including Government, Mining, Finance, Logistics, Manufacturing, Education and Utilities.

CONGRATULATIONS TO THE 2014SSON EXCELLENCE AWARDS WINNERS!

EXCELLENCE IN CULTURE CREATION Winner: NSW Businesslink

Honorary Mention: WNS

EXCELLENCE IN VALUE CREATION Winner: TycoHonorary Mention: Telstra

EXCELLENCE IN TALENT MANAGEMENTAND LEADERSHIP DEVELOPMENT Winner: WNS Honorary Mention: Telstra

EXCELLENCE IN IMPROVEMENT AND INNOVATION

Winner: Monash University

Honorary Mention: Austin Health

EXCELLENCE IN CUSTOMER SERVICE

Joint Winners: Telstra & IBM

Honorary Mention: SE Water

It’s a validation of all the hard work our teams have been doing over the last two and a half years and this is fantastic recognition to take back.Peter Hood, Group Financial Controller, Tyco

It’s an area very dear to our hearts, we’re very proud to be achieving this award. Getting the nod from your peers is a great to take back as recognition.Manish Vora, Senior Vice President, APAC, WNS



AUDIENCE BREAKDOWNWHO WERE THE 2014 ATTENDEES?

INDUSTRIES %n Public Sector 18n Banking and Financial Services 13n Education and Legal 12n Energy and Utilities 11n EPCMs and Manufacturing 8n Retail and FMCG 7n Mining and Metals 6n Life Sciences and Healthcare 5n Not for Profit 4n Media and Entertainment 4n Transport and Logistics 4n Travel and Hospitality 3n Other 5

JOB FUNCTIONS %n Finance 24nShared Services / Outsourcing 21nHR 19nProcurement 13nCustomer Service 8nProcess Improvement 4nIT 4nOther 7

SENIORITY %n C-Level / Managing Director 12nGeneral Manager / Director / Head 46nManager / Leader / Specialist 38nOther 4

SSO WEEK AUSTRALASIA 2014 IN ACTION…



Australia - 30%

Philippines - 10%

Malaysia - 11%

India -15%

OUTSOURCING AREAS OF INTEREST

New Zealand - 5%

68%Finance

47%HR

40%Procurement 36%

IT25%

CustomerServices

AREAS CURRENTLY IN A SHARED SERVICES SET UP

18%Not currently in SS Set Up

TOP CHALLENGES IN SHARED SERVICES

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Undecided -29%?

A SNAPSHOT OF THE AUSTRALASIAN MARKET – WHAT SSO WEEK 2014 DELEGATE TOLD US….

60%

42%

30%40%

30% 28%35%

24%

A SNAPSHOT OF THE AUSTRALASIAN MARKET – WHAT SSO WEEK 2014 DELEGATE TOLD US….

BPO CONTRACT UP FOR RENEWAL

¢ Within 12 months 16%¢ 12-24 months 26%¢ 24-36 months 32%¢ 36 + months 16%¢ No contract term 11%

SOFTWARE INVESTMENT WITHIN THE NEXT 18 MONTHS

OUTSOURCING SERVICES OUR ATTENDEES ARE LOOKING FOR IN THE NEXT 12 MONTHS



Fantastic networking opportunity and really great to hear what others in the SS space are doing.Anne Cosgrove, Executive Director, People and Culture, NSW Businesslink


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• ACT Government Shared Services• Adecco Australia • Advantage Wollongong• AHL• Airservices Australia• Alexander Mann Solutions• AMS• Anaplan• ANSTO• ANZ• APA Group• APHS• APN News & Media • APT A&M Holdings• Asciano Limited• Aurion Corporation• Austin Health• Australia Post• Australian Catholic University• Australian Federal Police• Australian Taxation Office• Australian Unity• Basware• Bay of Plenty Regional Council• Blackline Systems• BP Elite Customer Solutions• Brisbane City Council• Bupa• Capgemini• Capital & Coast District Health Board• CBH Group• CEB• CE-Net• Central Agencies Shared Services• CGU Insurance• Chandler Macleod• Charles Darwin University• Chevron Australia • Citibank• Coffey International• Cognizant Technology Solutions• Coles• CommandHub• Commonwealth Bank• Computershare• Concentrix• Converga • Corrs Support Services • Credit Union Australia • Crowe Horwath• CSIRO• Damian Bourke Consulting• DataBasics• Datacom Business Services• DB Schenker Australia

• Defence Shared Services National Service Centre• Deloitte• Department of Education & Early Childhood Development• Department of Finance• Department of Health• Department of Science, Information Technology, Innovation & the Arts• Downer EDI • Drake Business Logistics • Dulux Group• Durban Calling• EnergyAustralia• Ergon Energy• Federation University Australia• Fletcher Building• Flight Centre • Fortescue Metals Group • Gadens Lawyers• GDF SUEZ Australian Energy • GE• GHD Group • Global Mobility Services• GPC Asia Pacific • Grant Thornton• Grow Wellington • HBF Health • HCL Technologies• Health Alliance New Zealand• Healthscope • HealthShare NSW• Holcim • HP • HSBC Bank Australia• IBM• iiNet • Illawarra ICT Cluster• Inenco • InterOil Corporation• iSelect• ISG• Jemena • Jetstar• Johnson & Johnson Australia • Kelly Services• L`Oreal Australia • La Trobe University• Leighton Holdings• Lexmark International• Life Without Barriers• Linfox• Lion• Macquarie Group • MasterCard Worldwide• Melbourne Water• MicroSourcing Australasia

• Mindpearl• Ministry of Business Innovation & Employment• MMG Limited• Monash University• MSC Malaysia• National Australia Bank Limited• National Heart Foundation• NEC Australia• Newcrest Mining Limited• News Corp• NGA Human Resources• NSW BusinessLink• NSW Office of Finance and Services• NSW Police• NSW Trade & Investment• NZTE• Office Max Australia • One Steel• Orica• Origin Energy• Orora Group• Oxfam Australia• Peoplecare Health Insurance• Perceptive Software• Pertamina• Philip Morris Australia • PMWorks • Prime PMG• Probe Group• QBE• Queensland Rail Limited• Queensland Urban Utilities• Randstad• Raytheon Australia• ReadSoft• Recoveriescorp• Remote Workmate• Reserve Bank of Australia• Ricoh Australia • Rio Tinto• RMIT University• Salmat Customer Engagement Solutions• Satori Group• Schweppes Australia • Scott Corporation• ScottMadden • Serviceworks Management• Seven West Media • Shared Services ACT• Shared Services SA• Shore Solutions• Silver Chain Group• Simplot Australia • SMEC Australia • South Africa High Commission• SP Ausnet

• Spawnit• Spendvision• Sportsbet• St. Barbara Limited• Standard Bank Insurance Brokers• State Trustees • Suncorp• Sundaram Infotech Solutions • Sunsuper • SunTrust Bank• Superpartners • Sydney Water• Tabcorp• Tattersalls• Telnet Services • Telstra• Tenderlink• The Hackett Group• The Outsourcing Guide• The Sauce• The University of Adelaide• The University of Melbourne• The Walt Disney Company • TIBCO Software• Toyota Fleet Management• TransformIT Systems• TransGrid• Transport NSW• Trintech• Tyco International • Ubiquity Global Services • Unisys• Uniting Care NSW ACT• University of Canterbury• University of Melbourne• University of New South Wales• University of Wollongong• Vantaz• VCI Change• Victoria University• Victoria University of Wellington• Visa• Visagio• Water Corporation• Wellington City Council• Westpac Banking Corporation• WNS• Wollongong City Council• Woolworths • Workday• Xchanging• Yancoal• YMCA Victoria

ATTENDING ORGANISATIONS 2014



WITH THANKS TO OUR 2014 SPONSORS:

Associate Lead Sponsor: Conference Partners:

Gala Dinner and Awards Sponsor: Exclusive Fleet Partner:

Associate Partners:

Event Partners:

Exhibitors

Process Performance

simple brand integrity management

Durban CallingBusiness Process Outsourcing

Networking Partners:

A Business Services CompanyDynamic outsourcing. Except ional outcomes.

probeGroupBUSINESS PROCESS OUTSOURCING | CUSTOMER ACQUISITION | CUSTOMER RETENTION | EARLY COLLECTIONS | DEBT RECOVERY | FIELD SERVICES | INVESTIGATIONS

SPONSORS ALREADY CONFIRMED FOR 2015:

10-12 JUNE 2015 | PULLMAN ALBERT PARK, MELBOURNE

JOIN THE ACTION IN 2015!


Secure your delegate places early and save [email protected] | 02 9229 1000


For sponsorship & exhibition enquiries:

Contact Andrew Hodder on:[email protected] | 02 9229 1000www.sharedservicesweek.com.au/Opportunities

2014 POST SHOW REPORT - IQPC Corporate · Contact Centre Manager, iiNet Carol Lawrence ASPAC PMO...

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