&

present

GLOBAL BUSINESS
SERVICES ROADMAP:
NORDICS 2015 DRIVING
VALUE & PERFORMANCE

28TH 29TH APRIL 2015

MNCHENBRYGGERIET CONFERENCE CENTRE,
STOCKHOLM, SWEDEN

Ana Sokolovic 2015

An introduction from our hosts

Welcome to Global Business Services Roadmap: Nordics 2015 Driving Value & Performance.
What is global business services (GBS)? Its an integrated platform to deliver enterprise business services
that drive efficiency and business outcomes, and evolves with the market and company needs.
GBS disregards the traditional shared services and outsourcing paradigms, and centres the design of
support services on the needs and priorities of the enterprise as a whole.
By doing so, it allows organisations to address the myriad of disruptors they face today:

And statements made by GBS adopters speak volumes about its value:
Cost cutting is not the priority for us; we are looking for productivity improvement through process
improvement and standardisation.
GBS gets to see data across silos.
Anything that helps brand is much more valuable than cost savings.
Before it took 18 to 36 months to roll out financial policy now we can compress this to one quarter.
Unique differentiator we have transformation as an organisation nobody else has that.
GBS will support all brands with common capabilities. No need for either regional or brand view/delivery.
This event cuts through the GBS hype, offering practical solutions to your biggest challenges in developing
a GBS strategy and implementing it in your organisation. Youll learn about how Statoil created one of the
most advanced GBS models in the world; the latest trends in the Nordic and global marketplaces; the cost
and value of moving up the GBS maturity curve; how Volvo is leveraging GBS as a strategic enabler; and
how to build and maintain a solid governance model in a hybrid service delivery environment. Youll also
have the opportunity to participate in a CXO GBS master class that will focus on the financial returns of GBS,
business-focused value propositions, and in-depth discussions of ways to drive overall operational maturity.
All participants will complete a GBS maturity survey, and the results will form the basis of the discussion.
We look forward to meeting you at this one-of-a-kind event, and sharing our collective experiences to help
add specific value to your organisations unique transformation journey!

Your event hosts:

Peter Lindstrom, Partner, Head of Management Consulting, KPMG in Sweden

Bo Johansen, Partner, KPMG in Denmark
Tone Leivestad Hall, Senior Manager, Head of Shared Service & Outsourcing Advisory, KPMG in Norway
Jamie Liddell, Editor, Outsource

Benefits of attending
In-depth case studies from leading organisations inside and outside the Nordics, including Statoil, Volvo
Group, GlaxoSmithKline, Vodafone, GE, and more!
An interactive agenda that puts you in the middle of the discussion with networking opportunities to
engage further on tailored solutions and advice.
Real-time guidance from one of the leading advisors in the space with KPMGs global and regional teams
present to provide local perspectives and global vision.
A pitch-free programme supported by first-rate thought leadership.
Take a free Lite maturity assessment, on behalf of KPMG LLP. See details below.

Who will you meet?

Our speaker list includes:

Kent Abrahamsson, Operations Coordination, SVP Office, Volvo Group

Adrian Baldwin, Director, Service Excellence, Core Business Services, GlaxoSmithKline
David Brown, Global Lead Shared Service & Outsourcing Advisory, KPMG LLP
Karine Brunet, Head of Service Operation and IT Shared Services Center, Vodafone
Stan Lepeak, Director, Global Research, Management Consulting, KPMG LLP
Stephen Miller, CIO Europe, Standard Chartered
Steven Poole, Shared Services - Offshore BPO Leader, GE
Ann-Christin Spone, Head of Strategy and Transformation, Statoil
Katariina Vesanto, Vice President, Financial Services, UPM

Youll have the opportunity to meet lots of other attendees during the program, including: CFOs, CIOs, Heads
of Shared Services, Outsourcing and GBS Strategy Leaders, Finance/IT Directors, Controllers, SVPs, and VPs.

Maturity Assessments
KPMG will be offering complimentary lite maturity assessments for all participants who wish to take part.
The primary objective is to measure maturity of, and business outcomes delivered by, organisations GBS
operations. Having run the assessment since 2012 the maturity test will measure where your model is, where
you want it to be in three years time, and which sets of activities are best served to bridge that gap based on
100s of previous results identifying successful journeys along the maturity curve.
The survey takes 30-45 minutes to complete and can be done online pre-event or facilitated by a KMPG
consultant in the Stockholm offices before the event begins. KPMG will share all of the research results with
the participants including specific recommendations to drive GBS maturity. All participants receive benchmark
analysis based on over 60 metrics as well as targeted prescriptive recommendations from senior KPMG subject
matter experts on how to push the levers to drive GBS maturity. Furthermore, the collective results will be used
to drive discussion throughout the event in the areas best serving the audience.

PRE-EVENT
WORKSHOP
16:00 - 20:00

(45 minute slots)

Monday 27th April

PRE-EVENT WORKSHOP MATURITY ASSESSMENT CLINICS,

KPMG office, Tegelbacken 4, Stockholm, Sweden.

Maturity assessments
KPMG consultants will be facilitating assessments the day before the event for those that wish to
take the maturity assessment and havent already done so. We will help you pre-book a 30-45 minute
slot where a specialist will go through the assessment with you.
All results will be kept confidential. The combined results will help steer discussion for the benefit of
the audience over the coming two days and you will receive individual results shortly after the event
along with advice and insights that will help you move along your own maturity curve.

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
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

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

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

12:00 - 13:00

Lunch

13:00 - 13:30
Breakout sessions: 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.

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

13:30 - 14:30

13:30 - 13:50

Roundtable Discussions:
The 10 Dimensions of GBS

Presentation: Show Me the Money

Quantifying the Cost and Value of
Moving Up the Maturity Curve

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

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.

 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

For more information on the GBS Roadmap

roundtables, please contact the organisers at
events@outsourcemagazine.co.uk

Session will feature an external case study

from GSK.
Don Ryan, Director, KPMG LLP
Adrian Baldwin, Director, Service Excellence, Core
Business Services, GlaxoSmithKline

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 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

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
Presentation: Managing
Successful Transitions

Roundtable Discussions: Building

a Better GBS

Learn how Novozymes successfully

transitioned 100 FTEs to India and China
including both transactional F&A processes and
high-end reporting and analytics. Here you will
find out what went well, what didnt and what
will be done differently as Novozymes progress
to a second phase of transition.

Choose one of the following four areas: which

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

Maarit Pokkinen, VP Global Business Services,

Novozymes

16:30 - 17:00

Breakouts

1. Merger and Acquisition integration

2. Process optimisation
3. Customer Experience standardisation
4. Brand consistency

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

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

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

Roundtables

Finding the right location

Utilising Technology to
support GBS: Whats in
your stack?

Governance of
multi-source set-ups

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

18:00 - 20:00

Networking and Drinks

DAY TWO 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

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

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, Vice President, Business Development, Genpact

10:30 - 11:00

Break

11:00 - 11:30

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

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
Outsourcing, managing the
partnership and knowing
your third party.
Stephen Miller, CIO Europe,
Standard Chartered

11:30 - 12:15

Presentation: Process
Ownership
When moving processes
to GBS, who owns the
processes, and how is endto-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

Roundtables
The Challenges in
Outsourcing & Vendor
Management

Providing Data
and Analytics

Process Ownership

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

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
Outsourcing, managing the
partnership and knowing
your third party.
Stephen Miller, CIO Europe,
Standard Chartered

13:45 - 14:30
Providing Data
and Analytics

Presentation: Process
Ownership
When moving processes
to GBS, who owns the
processes, and how is endto-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

Roundtables
The Challenges in
Outsourcing & Vendor
Management

Process Ownership

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 for Maersk

Details to follow shortly

Kim Walse Jensen, Executive Director - Corporate Service Centre, Maersk

15:15 - 15:30

Wrap-Up and Closing Remarks

VENUE
The Brewery Conference Centre,
Stockholm
Torkel Knutssongatan 2,
118 25 Stockholm,
Sweden
This beautiful, stylish venue
overlooking the City Hall and Old Town, is
located in the city centre just a short ride
away from Stockholm Central Station.

BOOK NOW
Heres how you register for a complimentary pass:
Email the team at: milan.maksimovic@outsourcemagazine.co.uk
Call us on: +44(0)20 8815 1581
Register online at: www.gbsroadmap.com/delegates/form
Team bookings
The best way to attend the event is as a team. Take on both the Finance
perspective, and IT perspective for a more holistic view. Please refer to your
colleagues or contact our team requesting a group booking.
For further information please visit www.gbsroadmap.com