DRIVING VALUE

& PERFORMANCE

28th 29th April 2015

Mnchenbryggeriet Conference Centre,
Stockholm, Sweden

Presented by

&
Ana Sokolovic 2015

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 organisations 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

Tone Leivestad Hall,

Country lead for Shared
Services & Outsourcing
Advisory,
KPMG in Norway

@kpmg.se

tone.leivestad.hall
@kpmg.no

Bo Johansen,
Partner, Advisory,
KPMG in Denmark
bojohansen
@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,
Outsource

Jamie Liddell,
Editor,
Outsource

Ben Porter,
Events Director,
Outsource

al.tepper@

jamie.liddell@

ben.porter@

outsourcemagazine.co.uk

outsourcemagazine.co.uk

outsourcemagazine.co.uk

Quinton Farrell,
Vice President of Sales,
Outsource

Lily Van Leer,

Delegate Sales Executive,
Outsource

quinton.farrell@

Milan Maksimovic,
Head of Audience
Development,
Outsource

outsourcemagazine.co.uk

milan.maksimovic@

outsourcemagazine.co.uk

outsourcemagazine.co.uk

lily.vanleer@

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

IN CUSTOMER
SATISFACTION

2015-16 NORDICS
/PA

Source: KPMG / Whitelane Research

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.

AGENDA: DAY ONE

09:00 - 10:00

Welcome Reception

10:00 - 10:15

Opening Remarks

Tuesday 28th April

David Brown, Global Leader, Shared Services & Outsourcing Advisory, KPMG LLP
PLENARY ROOM
Jamie Liddell, Editor, Outsource

10:15 - 11:00

Presentation: Finding Your Journey to the Top

Gain insights into the innovative work that took Statoils 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 Statoils journey, and take inspiration to apply to your own projects back
at the office.
Ann-Christin Spone, Head of Strategy and Transformation,Statoil

11:00 - 11:30

PLENARY ROOM

Presentation: GBS as a Strategic Enabler

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

11:30 - 12:00

PLENARY ROOM

Presentation: Keeping Your Finger on the Pulse

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

PLENARY ROOM

12:00 - 13:00

Lunch

13:00 - 13:30

Breakouts

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

BREAKOUT ROOM A

BREAKOUT ROOM B

Presentation: Business Services

Concepts and Operating
Model Dimensions
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

Presentation: Reviewing Maturity

Assessment Results
GBS value drivers and key strategic themes.
This session will combine the survey
results of conference participants and
another 100 global firms that have taken
part in KPMGs 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

BREAKOUT ROOM A

BREAKOUT ROOM B

13:30 - 14:30

13:30 - 13:50

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

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 LLP
Adrian Baldwin, Director, Service Excellence,
Core Business Services, GlaxoSmithKline
BREAKOUT ROOM B

your GBS organisation

Optimising tax and risk

Adopting data and analytics

Building process excellence

Governing enterprise services

Creating a programme for change

management

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?

BREAKOUT ROOM A

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

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
BREAKOUT ROOM B

14:30 - 15:00

The Journey from Automation to Digital Workforce

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

15:00 - 15:30

Break

15:30 - 16:30

Breakouts

PLENARY ROOM

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 didnt and what
will be done differently next time around.

Choose one of the following four areas:

which do you feel will be your biggest driver
to a better GBS model?

Karine Brunet, Head of Service Operation

and IT Shared Services Center,
Vodafone
BREAKOUT ROOM A

1. Merger & Acquisition integration

2. Process optimisation
3. Customer Experience standardisation
4. Brand consistency
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? Well 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
BREAKOUT ROOM A

17:00 - 17:45

Utilising Technology to
Support GBS: Whats 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

BREAKOUT ROOM B

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
BREAKOUT ROOM C

Roundtables

Finding the Right Location

Utilising Technology to
Support GBS: Whats in
Your Stack?

Governance of
Multi-Source Set-Ups

BREAKOUT ROOM A

BREAKOUT ROOM B

BREAKOUT ROOM C

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.

17:45 - 18:00

Presentation: Day 1 Wrap-Up and Day 2 Preview PLENARY ROOM

18:00 - 20:00

Networking and Drinks

AGENDA: DAY TW0

Wednesday 29th April

08:30 - 09:00

Welcome Reception

09:00 - 09:30

Presentation: Implementing and Operating a GBS Set-Up

A candid case study of GEs 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

09:30 - 10:00

PLENARY ROOM

Panel Discussion: Solving Your Biggest GBS Challenges

The Live Debate

Our panel of thought leaders will discuss the biggest challenges as shared during Day Ones
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 Consulting
Panelist: Hilda Lilje, Head BPO Nordic region, Tata Consultancy Services
Panelist: Andrzej Hutniczak, Senior VP, Head of BPO Product Development, Capgemini
PLENARY ROOM

10:00 - 10:30

Presentation: How To Work With a Service Provider to

Create Value

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, UPM
Pieter van den Goor, Nordics Business Leader, Genpact

10:30 - 11:00

Break

11:00 - 11:30

Breakouts

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

BREAKOUT ROOM A

11:30 - 12:15

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

BREAKOUT ROOM B

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 Group
Dorin Ioanas, SVP
Finance & Accounting, WNS
BREAKOUT ROOM C

Roundtables

Providing Data
and Analytics

The Challenges in
Outsourcing & Vendor
Management

Process Ownership

BREAKOUT ROOM A

BREAKOUT ROOM B

BREAKOUT ROOM C

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.

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.

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

BREAKOUT ROOM A

13:45 - 14:30

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 Group
Dorin Ioanas, SVP
Finance & Accounting, WNS

BREAKOUT ROOM B

BREAKOUT ROOM C

Roundtables

Providing Data
and Analytics

The Challenges in
Outsourcing & Vendor
Management

Process Ownership

BREAKOUT ROOM A

BREAKOUT ROOM B

BREAKOUT ROOM C

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.

14:30 - 15:15

Presentation: Delivering Corporate Services

A case study of A.P. Mller Maersks 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 Walse Jensen, Executive Director - Corporate Service Centre, A. P. Mller Maersk A/S
PLENARY ROOM

15:15 - 15:30

Wrap-Up and Closing Remarks

PLENARY ROOM

Entrance

(Strindbergsalongen)

Exhibition

NORDICS 2015:
DRIVING VALUE & PERFORMANCE

(Lindgrenrummet)

Breakout
C

WC

WC

WC

WC

WC

Mnchenbryggeriet Conference Centre,

Torkel Knutssonsgatan 2,
118 25 Stockholm,
Sweden

WC

(Mlarsalen)

Plenary &
Breakout A

EVENT FLOOR PLAN

= Emergency exit

(Nobelterrassen)

Breakout B