Delivering on Business Imperatives - Shared Services Forum · Key business imperatives from the lens of XOs ... Analyst Panel and VP & usiness Leader, RvaluE. For global organizations,

www.sharedservicesforum.in

Delivering on Business Imperatives: Unleashing the Power of Process Discipline

POST CONCLAVE REPORT

27th November, 2015

NEW DELHI

5th National BPM & Shared Services Conclave

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Friday, 27th November, 2015 Sheraton, Saket, New Delhi

Thank You Sponsors and Partners

5th National BPM & Shared Services Conclave—2015

Associate Sponsors

Co-Sponsor

Corporate Sponsors

Academic Partner

Knowledge Partner

Technology Partners

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Page No

Conclave Introduction 5

Inaugural Session 6

Unveiling ‘first-of-its-kind’ Survey & Research—2015 7

Message from Hon’ble Union Cabinet Minister, Shri Ananth Kumar 8

Plenary Session—From the Lens of the CXOs 9

Case Presentations: Success Stories 10

Executive Summary of Survey & Research—2015 11-12

Panel Discussion: Driving Process Discipline for Operational Excellence 13

From Process Excellence to Innovation 14

Plenary Session—Perspectives of Business Leaders on BPM Strategy 15

Special Address 16

Excellence Awards, Recognitions & Felicitations 17-18

Awards Evening 19-26

Delegates & Networking 27-28



Table of Contents

SSF for You 29-30

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Shared Services Forum (SSF) with RvaluE Consulting as Knowledge Partner, conceptualized the 5th BPM & Shared Services Conclave. The key objectives of the Conclave were to capture and disseminate awareness/ impact of Business Process Management (BPM) by Indian Organizations through Shared Services– captive and hybrid models, spreading and recognizing adoption of BPM & Shared Services in India, fully leveraging the best practices from global shared services and off- shoring operations.

Featuring the theme ‘Delivering on Business Imperatives: Unleashing the Power of Process Discipline’, the 5th BPM & Shared Services Conclave focused on the following objectives:

Showcasing BPM as a Strategy to achieve Business Imperatives

Gaining momentum for conscious adoption of Process Discipline

Felicitating Leading Organizations and Exemplary Leaders for Shared Services

Publishing strategically captured information/data on BPM adoption

The Conclave while adapting to Indian context brought a holistic focus on BPM with Three Streams:

Workshop Panel Discussions & Case Presentations,

Excellence Awards and Recognitions, and

SSF Publication of ‘first-of-its-kind’ Survey & Research Report on BPM & Shared Services

The event was well attended by more than 100 delegates. The broad themes for the Panel discussions were:

Key business imperatives from the lens of CXOs

Ensuring Compliance and Reducing Rework

Mantras of Success to enable Customer Oriented Delivery Model

BPM as a Catalyst for Cultural Change

Process discipline for Multiple Functions *F&A, HR, SCH, CRM, etc+

Moving from Inertia to Innovation in BPM

Hallmark of a BPM Leader: A Champion and a Magician

Scaling-up & Transforming Shared Services Operations in India


Delivering on Business Imperatives: Unleashing the Power of Process Discipline


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Inaugural Session

Mr Ramasundar, a seasoned Business Leader, delivered the special address and said, “Process Discipline has become the engine to drive growth, and impact positively the culture of Indian organization in particular.”

Keynote Address by Mr Ram Ramasundar

MD, Blue River Capital


Welcome Address by Mr Sunil Sayal President, Shared Services Forum

& Region CFO, India—Nokia Solutions & Networks

Introductory Address by Mr Ravi S Ramakrishnan Founder & CEO, RvaluE Group

Mr Sayal, inaugurated the Conclave with his welcome address and set the tone for the day.

In his address, he talked about how every Conclave event reinforced that we have evolved from being ‘cost killers’ to ‘value drivers’. He reiterated that now, “It is time to reload, reload the shared services to deliver that well-sought extraordinary value.”

“The first name for Process is Business” proclaimed Mr Ramakrishnan, while introducing the theme of the conclave.

He added, “In this fast-paced changing world, since Indian corporations need to deal with the huge demands of Compliance, Data Integrity, On-Time Information, Quality Assurance, and Customer Satisfaction, they are realizing the need to focus on BPM as a strategy to deliver on such business imperatives.”


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Unveiling of Survey & Research, 2015


(L-R): Mr Urs-Ulrich Katzenstein, Mr Ravi S Ramakrishnan, Mr Ram Ramasundar, Mr Sunil Sayal, Mr Rakesh Sinha

Mr Ravi S Ramakrishnan, Founder & CEO, RvaluE

Group, Mr Ram Ramasundar, MD, Blue River Capital,

Mr Sunil Sayal, Region CFO—India, Nokia Networks


‘BPM & Shared Services Landscape in Global India—Survey 2015 Insights’, a ‘first-of-its-kind’ Survey & Research Report, was unveiled by Mr Ram Ramsundar, Mr Ravi S Ramakrishnan and Mr Sunil Sayal. The first copy of this SSF publication was together received by Mr Urs-Ulrich Katzenstein, MD, Metro Global Business Services, and Mr Rakesh Sinha, Analyst Panel and VP & Business Leader, RvaluE.

For global organizations, India has continued to remain the hub for providing business process management services. But knowledge-sharing and dissemination with regards to adopting BPM and setting up of Shared Services Centers in India is still a challenge. Since one of the objectives of the Shared Services Forum is also to disseminate the required knowledge, the Forum conducted this survey that comprehensively covered BPM implementation for all domains & staff functions.

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Message from Hon’ble Union Cabinet Minister, Shri Ananth Kumar



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Plenary Session: Business Imperatives and linkages

to Process Discipline—from the lens of the CXOs

The Plenary Session was moderated by Mr Ravi S Ramakrishnan, Founder & CEO, RvaluE Group. The CXO panel shared their wisdom and practical insights on the key expectations of Business Leaders from Business Process Initiatives and how this can become a holistic strategy with focus & sponsorship from CEO!

(L-R): Mr Urs-Ulrich Katzenstein, Mr K Ramesh, Mr Ravi S Ramakrishnan, Mr Samir Joshipura



Mr K Ramesh, former Head

HUL Shared Services,

currently CEO, Rural Shores

Business

Mr Ravi S Ramakrishnan, Founder & CEO, RvaluE Group

Mr Samir Joshipura,

Group CEO, Sintex Industries Mr Urs-Ulrich Katzenstein,

MD, Metro Global Business

Services

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Case Presentations: Moving from Inertia to Innovation through BPM

An impactful session of Case Presentations brought 3 Success stories of Moving from Inertia to Innovation through BPM and Delivering Business Impact in Indian environment across domains, with business leaders and practitioners as speakers.

(L-R) - Mr Rakesh Sinha, Mr Anupam Kashiv, Mr Rajendra Prasad, Mr Raghunath Mandava



Mr Rakesh Sinha,

VP & Business Leader, RvaluE

Mr Anupam Kashiv,

Head—Global Shared Services, Cipla Ltd

Mr Rajendra Prasad,

President & CFO, SRF Ltd

Mr Raghunath Mandava,

Director—Customer Services, Bharti Airtel

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BPM & Shared Services Landscape in Global India: Executive Summary of Survey 2015

In the year 2012, SSF in partnership with RvaluE had conducted first-of-its-kind study about the shared services adoption by Indian organizations both in the public and private sectors. The Survey Report, gave major insights on BPM & Shared Services adoption in the country.

As a sequel to the above, the Conclave witnessed the release of the next survey and research publication by SSF which makes a strong statement through its insights and has unique coverage to GICs, India SSC, BPOs, and companies yet to explore BPM/ SS. The Survey Report captures the current state of BPM adoption by Indian companies including ET500, the drivers, requirements, challenges, functions, processes, practices, technologies used, value realized, as well as emerging trends for such adoption in the future.

Please refer to the next page for Executive Summary of the Survey and Research report.

Sharing the Executive Summary of the Survey report, Mr Rakesh Sinha, Vice President & Business Leader, RvaluE and Editorial Lead, highlighted that, “The Survey report is a comprehensive report covering the Global India and providing the BPM Holistic View. He said, “This publication will become a valuable reference guide to organizations in India and will help to create the ‘best-in-context’ approach by suitably adapting best-in-class global practices to Indian environment”.

He also shared how the India has become a Global Hub and a leader of BPM exporters. He added “1000+ GICs serving 78 countries world-wide and 70+ SSC of in Indian organization, with interesting facts that 34% resourcing is women and 170K foreign nationals deployed encourages all of us to act to sustain and grow this further”.



Mr Ram Ramasundar, MD, Blue River Capital, honouring Mr Rakesh Sinha, on behalf of SSF

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BPM & Shared Services Landscape in Global India: Executive Summary of Survey 2015



Copyright © 2015 Shared Services Forum. All Rights Reserved

This first-of-its-kind survey 2015 brings together the responses from the entire BPM ecosystem –Global-In-house Cen-ters (GIC), Shared Services in Indian Companies, BPO Service Providers! The key highlights of this Survey Insights are:

I. GIC Landscape

Two large global corporations – Amex & GE, catapulted other MNCs across the globe, starting largely with US, to make India to become a success story. Today there are 1025 GICs with revenue contribution of USD 20 Bn. Almost all the GIC survey respondents have stated that there will be an increase in their company’s India BPM strategy

The GICs have matured over the last two decades, and it has been observed that every GIC has to pass through its development journey from two distinct and important perspectives- Business as well as Business Process

GICs have succeeded to sustain the value through 4 levels of arbitrage – Cost, Skill, Talent & Expertise

The best practices & differentiators are – Increasing Global COEs, Multi-Functional Operations, Global Project Leadership, Changing Reporting & Governance Structure, Structured Focus on Knowledge Management, Truly becoming GBS, Zero Based and End-to-End Enterprise Control Services and Four Level Framework to move up the Relationship Value Chain

The people related dimensions of Talent Acquisition & Talent retention were considered the most critical challenges in managing GICs, besides managing the stake holders

Outcome based performance model, expanding oversight on outsourced operations, GIC oriented leadership development, the role of innovation and digitization are some of the key emerging trends

eSCM is possibly one model that is meant for GICs (and even domestic SSCs or BPOs) as there is no other comprehensive model applicable for BPM

II. Shared Services Landscape in Indian Companies

Three primary reasons for setting up SSCs are Process Standardization, Process Compliance and Performance improvements. Interestingly, the survey confirms Standardization of Processes, Scalability of Operations and Improved Quality as the three key benefits obtained from shared services validating the reasons for setting them up

The survey confirms that the business case for India Shared Services is not a myth but is real. 38% were able to achieve a cost savings of more than 20% and a further 31% achieved cost saving of over 10%. While there is no cost arbitrage, a positive business case comes through consolidation effect, right fit/ right level mix/ right span of control, automation, process improvements and productivity

There is a clear reconfirmation that the SSC model is maturing with F&A as the primary function to initiate adoption of shared services followed by HR. For outsourcing, SCM/ Procurement processes go ahead of HR

Over half the SSCs report to the CFO since F&A is a primary function. Having said, a trend is evolving where more and more CIOs are championing the Business Process Transformation journey as their role cuts across service functions

The top 3 challenges are existing staff not oriented to SSC culture, orientation towards Process/ Service/ Customer mind set and managing the new organization structure

The study highlights, based on review of BS 1000 list, potential for the next BPM wave where the growth is expected to primarily come from the manufacturing and non BFSI service companies

III. Service Provider Landscape

In the past, BPOs have been classified according to revenues and/ or no. of FTEs. This report classifies the BPOs according to the geographical delivery footprint into four buckets – Global; National; Regional and Local

Voice operations constitute 53% of the outsourcing market. The non-voice and data operations are expected to grow in the future. The top 5 domains looking forward to a service partner are Media, Financial Services, Travel & Logistics, Banking and Manufacturing. An upcoming domain is ecommerce

The FoCapTM framework has been utilized to assess the extent & depth of Focus and Capability on a sample set of 8 BPO providers. These providers have been classified (besides few others) as Preferred, Probable or Possible. The framework clearly demonstrates that the Business Value = Strategic Focus + Operational Capability. This FoCapTM matrix when applied to a larger number of providers will provide greater insights to the leaders & practitioners in the BPM space

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Panel Discussion: Driving Process Discipline beyond

Compliance & Control to achieve Operational Excellence

The Panel Discussion covered Requirements, Challenges, Risks & Opportunities to achieve Operational Excellence. The eminent panelists, Mr Sarajit Jha, Chief Corporate Strategy, Tata Steel and Ms Anupama A Mohindra, Vice President, Global Business Services, American Express, shared their perspectives. Mr Sanjay Gupta, Chief Architect, Shared Services Forum moderated the session and shared insights on role of a BPM leader - from being a Champion to a Magician.


Mr Sarajit Jha, Chief Corporate Strategy, Tata Steel Ltd

Ms Anupama A Mohindra, VP, Global Business Services,

American Express

Mr Sanjay Gupta, Chief Architect, Shared Services Forum

The esteemed panellists deliberated and shared their perspectives on:

BPM Leader: A Champion and a Magician

Orientation of People & Leadership to achieve Process Discipline

How to achieve Process Discipline to drive Operational Excellence

Mantras of Success for Customer Oriented Service Delivery


(L-R): Mr Sanjay Gupta, Ms Anupama A Mohindra, Mr Sarajit Jha

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Presentation: Evolving from Process Excellence to Innovation:

How can Shared Services support Enterprise's Digital Agenda

Ms Anupama A Mohindra, VP, Global

Business Services , American Express,

honouring Mr H Karthik, on behalf of

Shared Services Forum


Mr H Karthik, Partner, Global Sourcing Practice, Everest Group, shared an enriching presentation on ‘Evolving from Process Excellence to Innovation: How can Shared Services support Enterprise’s Digital Agenda’.

The insightful presentation was both engaging and thought provoking, and the questions put forward by the audience further stimulated the conversation with regards to the Digital Agenda at their respective organizations.

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Plenary Session: Relevance of BPM Strategy and Process

Discipline to effectively Manage Business


An extremely focused and interesting session with discussions by Business Leaders on:

How to balance focus on Business & Business Processes and Customer & Process Orientation?

How does Process Discipline bring value to effective Business Management and Competitive Advantage?

What kind of challenges are faced and how they need to be addressed to create a road map for execution?

Deliberations were led by Mr Ashok Barat, Mr Harish Dua and Mr Manu Talwar. Session was moderated by Mr Anand Maheshwari, who made the session interesting and highly interactive!

(L-R): Mr Anand Maheshwari, Mr Ashok Barat, Mr Manu Talwar, Mr Harish Dua

Mr Harish Dua, President & Acting Group CFO, Jindal Steel & Power Limited

Mr Manu Talwar, CEO, Luxor Writing Instruments

Mr Anand Maheshwari, President—Strategic Initiatives, RvaluE

Mr Ashok Barat, CEO, Forbes Company Limited

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Mr Pranav Kumar Singh, CEO, Skillspan, honouring

Mr Suraj Kaeley, on behalf of

Mr Suraj Kaeley, Group President – Sales & Marketing, UTI, delivered a special address and shared the value of systemic investment planning for wealth management .


Special Address Friday, 27th November, 2015 Sheraton, Saket, New Delhi

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SSF, in collaboration with its Knowledge Partner RvaluE , has instituted BPM & Shared Services Excellence Awards,

Recognitions & Felicitations. These Awards have been established to honor, recognize and promote transformative

strategies by Shared Services demonstrating winning practices.

Shared Services & BPM Excellence awards are designed to recognize contributions by Companies & Individuals that are

broadly comparable. These are poised to become the benchmark for Indian organizations to adopt Shared Services &

BPM Strategy.

Two Felicitations for Pioneering Industry Leaders

Pioneering Business Leader in Global India Pioneering BPM Achiever in Global India

Four Categories of Awards for Excellence in Shared Services Implementation

Shared Services in India—Single Domain Effective Business Transformation For a Client Delivering Business Impact Through Process Excellence Delivering Business Impact by Moving Up the Process Value Chain

Three Recognitions for Successful Launch of Shared Services Strategy in India

Excellence Awards, Recognitions & Felicitations—2015


“Champions do not become champions when they win the event, but in the hours, weeks, months

and years they spend preparing for it. The victo-rious performance itself is merely the demonstra-tion of their championship character” – T. Alan Armstrong

“Companies of excellence go the extra mile to achieve what's distinct and valuable.”

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Mr Suraj Kaeley Group President—

Sales & Marketing, UTI Asset Management Company

Dignitaries for announcement and distribution of Excellence Awards—2015

Mr V V Ranganathan, Co-Founder & Chairman,

Compassites Ventures Inc.

Mr Ram Ramasundar Managing Director, Blue River Capital

An Independent Jury Panel comprising practitioners with proven experience and expertise in BPM and Shared Services evaluated and scored each application. The jury decided upon various stated parameters and ensured comparability of the scores for final selection of winners. The independent jury panel comprise Industry Experts with proven experience and expertise in BPM and Awards process. The jury panel is chaired by Mr V V Ranganathan, who is known for founding and steering ‘The Entrepreneur of the Year Awards’ in India and Monaco.

Mr T Chandrasekar VP—Finance & CFO,

IBM India/ South Asia

Mr Sanjay Gupta Chief Architect, Shared Ser-

vices Forum

Mr Anand Maheshwari

President—Strategic

Initiatives, RvaluE

Mr Urs-Ulrich Katzenstein Managing Director,

Metro Global Business Services

Mr Ravi Ramakrishnan Founder & CEO, RvaluE Group

Excellence Awards, Recognitions & Felicitations—2015


Mr Harish Dua President & Acting Group CFO,

Jindal Steel & Power Limited

JURY PANEL

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Mr Ram Ramasundar, MD, Blue River Capital, read the citation and presented the Award.

Mr Rakesh Kumar Gupta, Managing Director, Allianz Cornhill Information Services, was felicitated for his stellar contributions. SSF honoured Mr Gupta with the Award, as a PIONEERING ‘BUSINESS LEADER’ IN GLOBAL INDIA, for Creativity & Leading Enterprise-wide Shared Services & BPM Mission, delivering Value and Impact to Business, Industry & Society.’

Mr Rakesh Kumar Gupta, in his message for receiving the award said that “selecting a Tier 2 city such as Trivandrum a decade ago paid well with extraordinary ROI and has now become a trend.” He further added “eSCM helped us in achieving as well as sustaining business performance and I recommend to all GICs and SSCs to adopt this global framework. “


Felicitation: Pioneering Business Leader in Global India


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Mr K Ramesh, former Head HUL Shared Services, and currently CEO Rural Shores was felicitated for his stellar contributions to the Industry. SSF honoured Mr Ramesh, as a PIONEERING ‘BPM Achiever’ IN GLOBAL INDIA, for Creativity & Leading Enterprise-wide BPM & Shared Services Mission, delivering Value and Business Transformational Impact.

“Consolidation of processes into Shared Services is the best approach to bring about Process Discipline. There is no way Business can be seen in isolation of business process – they are very much interconnected to manage risks for business and sustain growth” said Mr K Ramesh and thanked SSF and Jury for this honour.

Mr T Chandrasekar Vice President—Finance & CFO,

IBM India/ South Asia read the citation and presented the Award

on behalf of SSF

(L-R): Mr Rakesh Sinha, VP & Business Leader, RvaluE, Mr T Chandrasekar, Vice President—Finance & CFO, IBM India/ South Asia, Mr Ravi S Ramakrishnan, Founder & CEO, RvaluE, Mr Ram Ramasundar, MD, Blue River Capital, Mr K Ramesh, CEO, Rural Shores , Mr Suraj Kaeley, Group-President, Sales & Marketing, UTI, Asset Management Company Limited


Felicitation: Pioneering BPM Achiever in Global India


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Award: Shared Services in India—Single Domain


Cipla Limited was awarded for category ‘Shared Services in India – Single Domain’. This award is given for Servicing for any of the Service Functions such as Finance & Accounting (F&A), Human Resource (HR), Supply Chain Management, Operations, Customer Life Cycle Management, Information Technology Services – for locations within India .

(L-R): Mr Ravi S Ramakrishnan, Mr Kiran Nadkar, Mr Anupam Kashiv, Mr Ram Ramasundar, Mr T Chandrasekar, Mr Suraj Kaeley

Mr Anupam Kashiv, Head—Global Shared Services and

Kiran Nadkar, Head Shared Services – IT received the Award on behalf of Cipla Limited

Mr Ram Ramasundar, MD, Blue River Capital presenting the Award

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Award: Effective BPM adoption -

Delivering Business Impact by Moving Up the Process Value Chain


Hindustan Unilever Limited was awarded for achieving excellence in BPM adoption through ‘Delivering Business Impact by Moving Up the Value Chain’.

Mr Viswanathan P, Global Finance Ops Manager – Control Service Centre received the Award on behalf of Hindustan Unilever Limited

Mr T Chandrasekar, VP—Finance & CFO, IBM India/ South Asia announcing and presenting the Award

(L-R): Mr Ram Ramasundar, Mr Viswanathan P, Mr Ravi S Ramakrishnan, Mr T Chandrasekar, Mr Suraj Kaeley

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Award: Delivering Business Impact through Process Excellence


Tata Motors Ltd was awarded for category, ’Delivering Business Impact through Process Excellence’.

Mr Ashish Kumar, SSC Head - Quality Assurance & Compliance received the Award on behalf of Tata Motors Limited

Mr Suraj Kaeley, Group President—Sales & Marketing, UTI Asset Management Company announcing and presenting the Award

(L-R): Mr Ram Ramasundar,

Mr Ashish Kumar, Mr Ravi S Ramakrishnan,

Mr T Chandrasekar, Mr Suraj Kaeley

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Award: Effective Business Process Transformation For a Client


Infosys BPO Limited was awarded for category ‘Effective Business Process Transformation for a Client’. This award is given to BPO that presents a Client Case Study demonstrating value delivery .

(L-R): Mr Urs-Ulrich Katzenstein, Mr Ram Ramasundar, Mr Sameep Shetty, Mr Bijoy George, Mr Ravi S Ramakrishnan,

Mr T Chandrasekar, Mr Suraj Kaeley

Mr Sameep Shetty, Director – New Accounts, & Mr Bijoy George, AVP - Portfolio Head, India Business Unit received the Award on behalf of Infosys BPO Limited

Mr Urs-Ulrich Katzenstein, MD, Metro Global Business Services announcing and presenting the Award

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Recognitions: Successful Launch of Shared Services Strategy in India


(Mr Shajesh B, Mr Nikhil Shembekar and the USL Team, received the Recognition on behalf of United Spirits Limited.

(L-R): Mr Anand Maheshwari, President – Strategic Initiatives, RvaluE Group, Mr Rakesh Sinha, VP & Business Leader, RvaluE, Mr Shajesh B, Delivery Manager, HR Shared Services, USL, Mr Nikhil Shembekar, IT Business Partner, USL, and the USL Team, Mr Ram Ramasundar, MD, Blue River Capital, Mr Ravi S Ramakrishnan, Founder & CEO, RvaluE Group, Mr T Chandrasekar, VP – Finance & CFO, IBM India/ South Asia, Mr Suraj Kaeley, Group President – Sales & Marketing, UTI Asset Management Company

Mr Rajendra Prasad, received the Recognition on behalf of SRF Limited

(L-R): Mr Rakesh Sinha, VP & Business Leader, RvaluE, Mr Rajendra Prasad, President & CFO, SRF Limited, and Mr Ravi S Ramakrishnan, Founder & CEO, RvaluE Group

Mr Narendra Arora, received the Recognition on behalf of Piramal Enterprises Limited.

(L-R): Mr Harish Dua, President & Acting Group CFO, Jindal Steel & Power Limited, Mr Ram Ramasundar, MD, Blue River Capital, Mr Ravi S Ramakrishnan, Founder & CEO, RvaluE Group, Mr Narendra Arora, Vice President, Global Business Shared Services, Piramal Enterprises, Mr T Chandrasekar, VP – Finance & CFO, IBM India/ South Asia, Mr Suraj Kaeley, Group President – Sales & Marketing, UTI Asset Management Co

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For more information on the Excellence Awards, Recognitions & Felicitations—2015, please visit http://www.2015.sharedservicesforum.in/

Shared Services Forum Warmly Congratulates the Winners of the

Excellence Awards & Recognitions —2015!!

Excellence Awards & Recognitions —2015 Friday, 27th November, 2015 Sheraton, Saket, New Delhi

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Delegates & Networking Friday, 27th November, 2015 Sheraton, Saket, New Delhi

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Delegates & Networking Friday, 27th November, 2015 Sheraton, Saket, New Delhi

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For more information on the Conclave & SSF Publications, please visit www.sharedservicesforum.in OR write to us at [email protected]

SSF has so far conceptualized and organized FIVE BPM & Shared Services Conclave Events, from 2011 onwards. The key objectives of these conclaves have been to capture and disseminate understanding/ impact of BPM by Indian Organiza-tions through Shared Services and hybrid models, spreading and recognizing adoption of BPM & Shared Services in India, fully leveraging the best practices from global shared services and off-shoring operations.

Shared Services Forum (SSF), initiated in 2011, is an interactive platform where industry experts, from diverse business domains and support functions, ideate and synthesize the ‘best-in-class’ to evolve the ‘best-in-context’ for organizations and therefore, excel in eventual BPM adoption. SSF focuses on BPM excellence through leadership, consolidation (captive & third party), transformation and effective systems & tools. The Mission of SSF is:

To spread Business Process Management (BPM) awareness

To establish Winning Practices that result from exchange of knowledge

To acknowledge, award and showcase Organizational Achievements & Professional Excellence

To build a strong network of thought leaders, experts, practitioners and change agents

Shared Services Forum Friday, 27th November, 2015 Sheraton, Saket, New Delhi

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Documents

Delivering on Business Imperatives - Shared Services Forum · Key business imperatives from the lens of XOs ... Analyst Panel and VP & usiness Leader, RvaluE. For global organizations,