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Shared Services Week 2007
Disney’s Yacht & Beach Club Resorts, Orlando, FL
March 26-30, 2007
ScottMadden is a major sponsor of the 11th annual Shared Services Week conference presented by the International Quality & Productivity Center (IQPC). The Shared Services Week will showcase the best practices and most innovative ways to run a shared services organization. This year’s conference is focused on “the next generation of shared services,” and will provide insights into how organizations have continued to improve and elevate the value that shared services provides. ScottMadden will be hosting workshops and making presentations over the five day conference, as follows:
- The Fundamentals and Case Studies for Designing, Building and Implementing a Shared Services Operation
- A Step-by-Step Guide to Developing an Infrastructure Framework as a Key for Operating a Successful SSO
- Customer Relationship Management: Taking Your SSO to Greater Levels of Service Delivery
Download the full conference brochure
As a conference sponsor and presenter, ScottMadden is able to offer a special 40% discount off the conference registration fee. To receive this preferred pricing, just contact ScottMadden.
Seminar A
The Fundamentals and Case Studies for Designing, Building and Implementing a Shared Services Operation
8:00a.m. – 5:00p.m., Monday, March 26, 2007
This full-day workshop is designed for those who are at the beginning of their shared services journey. Topics will cover the broad range of issues that organizations need to address as they begin to implement their SSO – from building the business case to designing the implementation plan. A combination of exercises, discussions of key SSO concepts and case study examinations will be covered. The workshop will feature two case studies on getting started in shared services from NASA and HCA (Hospital Corporation of America).
Workshop Leader
Pre-Conference Workshop H
A Step-by-Step Guide to Developing an Infrastructure Framework as a Key for Operating a Successful SSO
11:15a.m. – 2:15p.m., Tuesday, March 27, 2007
This interactive workshop will examine the management tools needed to effectively run a shared services organization. To truly operate as a shared service, the operation must be customer-focused, knowledgeable about its own costs and performance, and responsive to changing business needs. Participants will learn about approaches for implementing infrastructure elements that include governance models, key account management, service level agreements, charge backs, product and service definitions, performance management plans, and other management processes. A framework for these infrastructure tools, along with leading practice approaches for each tool will be discussed.
Workshop Leaders
Main Conference Session – Featured Presentation
Customer Relationship Management: Taking Your SSO to Greater Levels of Service Delivery
11:05a.m. – 11:55a.m., Wednesday, March 28, 2007
Sam Poston will address all conference participants about the importance of customer relationship management (CRM). Maintaining a strong customer focus is an ongoing challenge for shared services organizations and CRM should be a critical part of your operating strategy. This session will address how customer relationship management can provide you with essential information and tools for providing the best service to your customers. Having a clearly defined strategy and approach to CRM will enable improved operational performance and customer satisfaction.
Presenter