Program
TUESDAY, 6 MARCH, 2007
09:00 - 16:30
Training Series A: Internal Customer Satisfaction
The prime indicator of transformation success
Achievement of service levels is only one dimension of performance. Customer satisfaction is a prime indicator of transformation success from the user perspective, contributing to modifications in service levels, and highlighting the need for continuous improvement.
Although many outsourcing contracts and internal provision agreements specify the administration of regular customer ‘pulse checks’ by independent third parties, most organizations ignore the requirement, to their detriment. This session will highlight the benefits of implementing a customer satisfaction feedback mechanism, and help managers set up an effective program.
This program will help participants:
- Understand the vocabulary of customer satisfaction
- Determine the appropriate use of customer service metrics
- Identify the range of available tools
- Determine what is necessary to measure – and when
- Link the use of customer satisfaction indicators to performance pay and provider management
- Translate customer satisfaction data into actionable change
Training Partner: Tim Snaith, Customer Service Director, Prime Communications
WHO SHOULD ATTEND?
Transformation program leadership and shared services leaders
12:30 - 13:30 Lunch
13:30 - 16:30
Workshop A: Procurement BPO - Collaborating for Value
- Transforming cost into value
- Transforming resource into service
- How to and the benefits
In an ever increasing competitive landscape, the CFO community is being placed under immense pressure to seek alternative options for reducing operational overheads, whilst increasing efficiencies, more demands for greater control frameworks to raise compliance and adherence to policy – all this so that the focus of resource and investment is completely aligned to core activity and the P&L.
A question heard regularly is, “how do I transform my non core in-house procurement function, either in whole or in part, regional or global, retain the control on specification-volume-policy and achieve demonstrable verifiable, realised value with hard benefits (€M’s) that I can have recognised centrally?”
Quite simply, Procurement BPO can transform an existing non-core cost base into a value and revenue contributor. These types of arrangement provide the Chief Finance Officer with absolute visibility of real and hard benefits, all of which will flow directly back centrally, allowing complete control on their onwards internal distribution.
This workshop will:
- Address the specific issues on the greater demands now being placed on the finance and procurement community
- Provide an insight into the options, the decision for DIY, consultancy, BPO and a 4th option that may not yet have been considered!
- Explore what the methods are for recording and measuring savings, the types of commercial arrangements out in the market, the benefits and what, if any, the associated risks are.
Graham Moore, Business Development Director, Procurement BPO Europe, Capgemini
WHO SHOULD ATTEND?
Senior financial heads, transformation program leadership and shared services leaders
17:00 - 21:30
Executive Briefing & Dinner: Three Pillars: Building the next generation of finance transformation
Finance transformation can take many forms, yet all organizations confront the same three foundational issues when embarking on, or going to, the next level of transformation. This executive briefing, targeted to executive level decision makers, will help participants orchestrate their response to these three pillars in the context of consolidation and optimization, near or offshoring shared services operations and point service to end-to-end outsourcing.
- Driving Transformation: Assessing capability to transform and move up the strategic value chain
- Standardizing and Harmonizing: Developing the right approach to technology
- Changing the Delivery Model: Selecting the right scope and approach to outsourcing
Sameer Jalundhwala, Head of Global Shared Service Centre Development, Orange Business Services
Deborah Kops, Head Program Planning and Development, SharedXpetise
Jesper V. Christensen, VP Global Business Services, Financial Services, Danfoss A/S
Alex Hamilton, Partner, Latham & Watkins
John O'Sullivan, Project Director, EquaTerra
Simon Lindley, Head of F&A, Orbys Consulting Limited
Carina Smith, Vice President, Capgemini BPO
WHO SHOULD ATTEND?
Senior financial heads, transformation program leadership and shared services leaders
