&Presented by

DRIVING VALUE & PERFORMANCE

28th – 29th April 2015Münchenbryggeriet Conference Centre,

Stockholm, Sweden

A welcome from KPMG

“KPMG and Outsource have come together to disrupt existing offerings, and better serve, inspire, and encourage further development of the Nordic community in the Support Services space. We look forward to this opportunity to share our collective experiences and create a forum for interesting peer dialogues as part of this exciting event. We are very glad to have you onboard and we truly hope these two days will offer a unique environment for adding specific value to your organisation’s particular transformation journey. We would also encourage you to take the opportunity to mingle and network with other colleagues within your industry, different vendors/providers and with us at KPMG.”

Peter Lindstrom, Partner and Head of

Management Consulting, KPMG in Sweden

peter.lindstrom@kpmg.se

Tone Leivestad Hall, Country lead for Shared Services & Outsourcing

Advisory, KPMG in Norwaytone.leivestad.hall

@kpmg.no

Bo Johansen, Partner, Advisory,

KPMG in Denmarkbojohansen

@kpmg.com

A welcome from Outsource“The Nordic region is fertile ground for the development of the GBS model and, as such, is the perfect setting for this first installment in our GBS Roadmap event series co-organised with KPMG. Outsource is thrilled to be partnering with KPMG to bring our delegates the very best thought leadership in this most dynamic of spaces, and to foster the discussions and connections which contribute so much to eventual success. We look forward to two great conference days, and to the establishment of relationships that will last many years.”

Al Tepper, Publisher, Outsourceal.tepper@

outsourcemagazine.co.uk

Jamie Liddell, Editor,

Outsourcejamie.liddell@

outsourcemagazine.co.uk

Ben Porter, Events Director,

Outsourceben.porter@

outsourcemagazine.co.uk

Quinton Farrell, Vice President of Sales,

Outsourcequinton.farrell@

outsourcemagazine.co.uk

Milan Maksimovic, Head of Audience

Development, Outsource

milan.maksimovic@outsourcemagazine.co.uk

Lily Van Leer, Delegate Sales Executive,

Outsourcelily.vanleer@

outsourcemagazine.co.uk

Experience future trends today.

The insights we gain from our expertise in exploring global trends lay the foundation for realising our clients' ambitions in the Nordic market.This is just one reason why we have the Nordic region's most satisfied customers for the sixth consecutive year*.

Find out more at www.tcs.com/nordic

Source: KPMG / Whitelane Research

2015-16 NORDICS

IN CUSTOMER SATISFACTION#

/PA

Nordic_A5 ad.qxd:Layout 1 9/4/15 17:26 Page 1

Results are based on profiles given before April 9th 2015 and answers based on only those responses submitted.

Results are based on profiles given before April 9th 2015 and answers based on only those responses submitted.

Results are based on profiles given before April 9th 2015 and answers based on only those responses submitted.

Results are based on profiles given before April 9th 2015 and answers based on only those responses submitted.

Results are based on profiles given before April 9th 2015 and answers based on only those responses submitted.

David Brown, Global Leader, Shared Services & Outsourcing Advisory, KPMG LLPJamie Liddell, Editor, Outsource

10:00 - 10:15 Opening Remarks

Gain insights into the innovative work that took Statoil’s business service model from its early foundations through to one of the most advanced GBS models in the world. Spanning multiple phases and transformations, you will learn the key factors that made the differences throughout Statoil’s journey, and take inspiration to apply to your own projects back at the office.

Ann-Christin Spone, Head of Strategy and Transformation, Statoil

10:15 - 11:00 Presentation: Finding Your Journey to the Top

Volvo shows how moving to an integrated GBS delivery model has further enabled their wider corporate strategy. Whether you are considering moving to a GBS model or have already made the transition, this presentation will highlight the benefits a GBS model can create and how it unlocks further opportunities across the business.

Kent Abrahamsson, Operations Coordination, SVP Office, Volvo Group

11:00 - 11:30 Presentation: GBS as a Strategic Enabler

KPMG is able to compare the latest trends in the Nordic and global market places through their annual Pulse surveys. Understand the trends, technologies and adoptions framing your landscape, and how those compare to the broader, global outlook.

Joakim Abeleen, Senior Manager, KPMG in Denmark Stan Lepeak, Director, Global Research, KPMG Management Consulting

11:30 - 12:00 Presentation: Keeping Your Finger on the Pulse

AGENDA: DAY ONE Tuesday 28th April

09:00 - 10:00 Welcome Reception

PLENARY ROOM

PLENARY ROOM

PLENARY ROOM

PLENARY ROOM

Delegates will break out into smaller groups and participate in facilitated conversations on key topics.

13:00 - 13:30 Breakouts

Introduction to Business Services Stream

Business Services Master Class Stream

Participants: For representatives from organisations that are in the earlier stages of the GBS journey and want to learn which steps and actions drive maturity the fastest.

Participants: Strategy-focussed C-level or GBS leads from organisations that are at higher stages of maturity and can share best practices and lessons learned with the other participants. Completion of the GBS maturity assessment is mandatory for this session.

Presentation: Business Services Concepts and Operating

Model Dimensions

Presentation: Reviewing Maturity Assessment Results

Enhance your understanding of the various operating model dimensions that provide the context to your business services model and its current and future states as you progress up the value curve.

As part of this session, we will reflect on maturity assessment survey results of the audience as a whole and the key ways to drive these organisations to higher levels of maturity.

Joakim Abeleen, Senior Manager, KPMG in Denmark

GBS value drivers and key strategic themes. This session will combine the survey results of conference participants andanother 100 global firms that have taken part in KPMG’s GBS maturity survey in the last six months.

We will examine key drivers of maturity as well as gaps and opportunities among the survey participants in the room. As part of this session, we will facilitate a roundtable of survey participants and discuss their real-time responses and respective plans to drive their organisations to higher levels of maturity. Focus will be on actual projects, their timing, and benefits.

Don Ryan, Director, KPMG LLP

12:00 - 13:00 Lunch

BREAKOUT ROOM A BREAKOUT ROOM B

BREAKOUT ROOM A BREAKOUT ROOM B

13:30 - 14:30

Roundtable Discussions: The 10 Dimensions of GBS

Pick a topic and join the discussion.

Our topical experts will facilitate these sessions with openness and candour.

Share your challenges, exchange ideas, and build a network of peers who can help you along your journey.

• Building a commercial perspective • Outlining the strategic intent of the

GBS organisation• Defining your service portfolio• Managing talent• Adopting technology to enable

your GBS organisation• Optimising tax and risk • Adopting data and analytics• Building process excellence• Governing enterprise services • Creating a programme for change

management

Presentation: Show Me the Money – Quantifying the Cost and Value of

Moving Up the Maturity Curve

This session will summarise over 30 case studies of companies; looking at the financial benefits of achieving higher levels of maturity as well as their attendant costs.

We will also present a working model which companies can use to plug into their own operating assumptions to evaluate possible outcomes. Session will feature an external case study from GSK.

Don Ryan, Director, KPMG LLPAdrian Baldwin, Director, Service Excellence, Core Business Services, GlaxoSmithKline

13:30 - 13:50

13:50 - 14:30

Roundtable Discussions: Discussing the Maturity Results. What Moves

the Needle?

Understand the learnings and insights linked to progress along the maturity curve. We will discuss the key initiatives within each of the 10 levers of maturity, including process excellence, governance, and talent. Which actions bring the highest reward?

We will identify, and quantify, the most significant benefits and costs that extend beyond mere outsourcing and labour arbitrage savings. We will also illustrate those functions and applications with end-to-end to process delivery that lie within the domain of GBS organisations today. We will leverage maturity cases that highlight BREAKOUT ROOM A

BREAKOUT ROOM B

financial costs and benefits to aid in the discussion, and for participants to use as real-time benchmarks.

Facilitator: Adrian Baldwin, Director, Service Excellence, Core Business Services, GlaxoSmithKline

As automation develops through autonomics to cognitive support we stand at the edge of a new era: the era of the digital workforce. IT operations is shifting rapidly to a new model populated by virtual engineers that provide autonomic IT management. Other business processes from finance to HR will soon follow suit, embracing virtual agents. In order to harness the full potential of these technologies we will need to re-define the roles occupied by man and machine and the relationship between them.

Henrik Eriksson, Technical Director, IPsoft

14:30 - 15:00 The Journey from Automation to Digital Workforce

15:00 - 15:30 Break

Presentation: Managing Successful Transitions

Roundtable Discussions: Building a Better GBS

Here we will have a case study examining how to successfully transition work across sites and geographies. Here you will find out what went well, what didn’t and what will be done differently next time around.

Karine Brunet, Head of Service Operation and IT Shared Services Center, Vodafone

Choose one of the following four areas: which do you feel will be your biggest driver to a better GBS model?

1. Merger & Acquisition integration2. Process optimisation3. Customer Experience standardisation4. Brand consistency

15:30 - 16:30 Breakouts

BREAKOUT ROOM B

PLENARY ROOM

BREAKOUT ROOM A BREAKOUT ROOM B

16:30 - 17:00 Breakouts

Presentation: Finding the Right Location

Understand the factors that form a location assessment. What are they and how are they weighted? We’ll take a look at the CEE region as related to a wider global case study, and show you how to apply a location strategy in a GBS context with call centres, Finance, and IT functions integrated into a single, broader strategy.

Karine Brunet, Head of Service Operation and IT Shared Services Center, Vodafone

Utilising Technology to Support GBS: What’s in

Your Stack?

Learn how large organisations are integrating infrastructure, applications, process and service delivery ‘as a stack’ to reduce speed to market, lower the risk of implementations, simplify integration of acquisitions and significantly lower the total cost (and effort!) of ownership.

Jack van Eijk, Senior VP, Capgemini

Presentation: Governance of Multi-Source Set-Ups

Discover how you can implement and maintain a simple, but solid, governance model when mixing captive and outsourced delivery to achieve desired outcomes. Find out how to identify the best balance of captive and outsourced delivery, drive collaboration, and deliver continuous improvement.

Sven Langerak, Director, Sourcing & Vendor Management, Posten Norge AS

17:00 - 17:45 Roundtables

Finding the Right LocationUtilising Technology to Support GBS: What’s in

Your Stack?

Continue the topical discussion in a more intimate group. With guidance from our facilitators and perspective from fellow attendees, you will hear the collective stories and challenges of the group, and engage in peer-to-peer discussion.

Governance of Multi-Source Set-Ups

18:00 - 20:00 Networking and Drinks

17:45 - 18:00 Presentation: Day 1 Wrap-Up and Day 2 Preview

BREAKOUT ROOM CBREAKOUT ROOM A BREAKOUT ROOM B

BREAKOUT ROOM BBREAKOUT ROOM A BREAKOUT ROOM C

PLENARY ROOM

A candid case study of GE’s journey from set-up to present day operations for their highly successful GBS service delivery model. Recognised as the first leader in shared services, GE have been on the front foot ever since. Find out what drivers have accelerated GE up the maturity curve and what lessons have been learnt along the way.

Steven Poole, Shared Services - Offshore BPO Leader, GE

09:00 - 09:30 Presentation: Implementing and Operating a GBS Set-Up

AGENDA: DAY TW0 Wednesday 29th April

08:30 - 09:00 Welcome Reception

Our panel of thought leaders will discuss the biggest challenges as shared during Day One’s GBS roundtables. Their insightful dialogue will explore the key issues and potential solutions in combination with their real-life experience.

Facilitator: Stan Lepeak, Director, Global Research, KPMG Management ConsultingPanelist: Hilda Lilje, Head BPO Nordic region, Tata Consultancy ServicesPanelist: Andrzej Hutniczak, Senior VP, Head of BPO Product Development, Capgemini

09:30 - 10:00 Panel Discussion: Solving Your Biggest GBS Challenges – The Live Debate

Glean perspective from both sides of the fence on what it takes to create a successful working relationship that generates value for both parties in an outsourcing relationship. Understand how to extend the value of a contract: through robust SLAs, effective dispute resolution, and realising innovative ways to add worth.

Katariina Vesanto, Vice President, Financial Services, UPMPieter van den Goor, Nordics Business Leader, Genpact

10:00 - 10:30 Presentation: How To Work With a Service Provider to Create Value

10:30 - 11:00 Break

11:00 - 11:30 Breakouts

PLENARY ROOM

PLENARY ROOM

PLENARY ROOM

Three topics to select from based on interest. All topics will be repeated in the afternoon, allowing for each participant to join two sessions.

Presentation: Providing Data and Analytics

How can GBS be leveraged to provide data-driven insights to the business? What is the importance of master data? What value can you really derive from data and analytics? HCL shows what it takes to acquire data and how to leverage it to best effect.

Gary Plumpton, Regional Director Business Services, HCL

Presentation: The Challenges in

Outsourcing & Vendor Management

Stephen identifies the challenges faced when entering a relationship and how to conduct a full analysis when assessing your outsourcing options. We look at the challenges of sourcing, managing the partnership and “knowing your third party”.

Stephen Miller, CIO Europe, Standard Chartered

Presentation: Process Ownership

When moving processes to GBS, who owns the processes, and how is end-to-end process excellence driven? How is value achieved through process ownership? We explore all these questions to help you drive additional value for your organisation.

Rob Larsen, Director Finance Operations, Universal Music GroupDorin Ioanas, SVP – Finance & Accounting, WNS

11:30 - 12:15 Roundtables

Providing Data and Analytics

The Challenges in Outsourcing & Vendor

Management

Continue the topical discussion in a more intimate group. With guidance from our facilitators and perspective from fellow attendees, you will hear the collective stories and challenges of the group, and engage in peer-to-peer discussion.

Process Ownership

BREAKOUT ROOM CBREAKOUT ROOM BBREAKOUT ROOM A

12:15 - 13:15 Lunch

13:15 - 13:45 Breakouts

Three topics to select from based on interest. All topics will be repeated in the afternoon, allowing for each participant to join two sessions.

BREAKOUT ROOM B BREAKOUT ROOM CBREAKOUT ROOM A

A case study of A.P. Møller Maersk’s Corporate Service Center set-up, which delivers Finance, HR, IT facility management and project services to the corporate headquarters, utilising a blend of different delivery models. Maersk will share their set-up and journey, and elaborate on how to drive efficiencies through complete standardisation.

Kim Walsøe Jensen, Executive Director - Corporate Service Centre, A. P. Møller Maersk A/S

14:30 - 15:15 Presentation: Delivering Corporate Services

15:15 - 15:30 Wrap-Up and Closing Remarks

Presentation: Providing Data and Analytics

How can GBS be leveraged to provide data-driven insights to the business? What is the importance of master data? What value can you really derive from data and analytics? HCL shows what it takes to acquire data and how to leverage it to best effect.

Gary Plumpton, Regional Director Business Services, HCL

Presentation: The Challenges in

Outsourcing & Vendor Management

Stephen identifies the challenges faced when entering a relationship and how to conduct a full analysis when assessing your outsourcing options. We look at the challenges of sourcing, managing the partnership and “knowing your third party”.

Stephen Miller, CIO Europe, Standard Chartered

Presentation: Process Ownership

When moving processes to GBS, who owns the processes, and how is end-to-end process excellence driven? How is value achieved through process ownership? We explore all these questions to help you drive additional value for your organisation.

Rob Larsen, Director Finance Operations, Universal Music GroupDorin Ioanas, SVP – Finance & Accounting, WNS

13:45 - 14:30 Roundtables

Providing Data and Analytics

The Challenges in Outsourcing & Vendor

Management

Continue the topical discussion in a more intimate group. With guidance from our facilitators and perspective from fellow attendees, you will hear the collective stories and challenges of the group, and engage in peer-to-peer discussion.

Process Ownership

BREAKOUT ROOM CBREAKOUT ROOM BBREAKOUT ROOM A

BREAKOUT ROOM B BREAKOUT ROOM CBREAKOUT ROOM A

PLENARY ROOM

PLENARY ROOM

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