Driving Competitive Growth and Sustainable Advantages with Shared Services


April 20 - 23, 2020 | Seattle, WA

Main Day 1, Thursday, April 25, 2019

7:30 am - 8:00 am REGISTRATION & BREAKFAST

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Craig Ackerman

Head of the Global RPA Practice
Chazey Partners

8:15 am - 9:00 am SHARED SERVICES: A GOLDEN OPPORTUNITY FOR HIGHER EDUCATION

Ross Nicholas - Director - Business Practice Improvement, Emory University
Shared Services models are growing in popularity in colleges and universities as a way to drive both operational and cost-based efficiencies. However, many universities remain skeptical about the benefits of a SSC. While cost-savings is often the main driver behind the move to SSC, organizations stand to gain far more than just financial benefits. At the end of this discussion, you will understand the “what,” “why” and “how” of a shared services, and leave empowered to develop a plan to start on your shared services journey or optimize your current SSC.
Discussions will include:
∙∙ The “what,” “why” and “how” of a shared services
∙∙ Why moving to a Shared Services model delivers more than just cost savings and how your institution will reap more than just the financial benefits
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Ross Nicholas

Director - Business Practice Improvement
Emory University

OPERATIONAL EXCELLENCE

Taking a one-size-fits-all approach to implementation of a SSC will result in failure. There are many factors to be considered before and after you have launched a shared services model to ensure continued success. When done right, Shared Services is a value-added business model that will increase efficiency, reduce cost and increase competitiveness. Our panelists, who come from institutions of varying sizes, will share the top five factors that have helped in the success of their shared services operation.
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Wade Epp

Associate Vice President Services
University Saskatchewan

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Kari Campbell

Project Manager, HRTSM, Human Resources Division
Minnesota State University

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Barb Biljan

System Director for HRIS and HR Shared Services, Human Resources Division
Minnesota State University

9:45 am - 10:30 am CASE STUDY: LEVERAGING A CRM TO IMPROVE & OPTIMIZE THE DIGITAL EMPLOYEE EXPERIENCE

Pamela Frank - Director, Customer Service & Quality Improvement in Business Operations, University of Louisville
The University of Louisville uses a customer relations management system to manage information around processes and easily obtain metrics on customer service, for both Human Resources and Financial transactions in a shared service department. Join this session to gain insight on:
∙∙ Consistent Customer Experiences
∙∙ Analytics and Reporting at your fingertips
∙∙ Multichannel Integration
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Pamela Frank

Director, Customer Service & Quality Improvement in Business Operations
University of Louisville

10:30 am - 11:15 am INNOVATION ZONE AND MORNING REFRESHMENT BREAK

11:15 am - 12:00 pm KEYNOTE: CASE STUDY: CREATING A SUSTAINABLE BUSINESS MODEL AT TEXAS A&M UNIVERSITY SYSTEM

Phillip A. Ray - Vice Chancellor for Business Affairs, Office of the Chancellor, Texas A&M University System
A sustainable business model is vital to the health of our higher education academic programs. However, recent surveys indicate that the vast majority of campus CFOs lack confidence in the viability of their institution’s financial model. In this session, you’ll hear how The Texas A&M University System implemented innovative solutions to create a sustainable business model that over the past six years has delivered a plethora of benefits including millions of dollars in savings, revived student programs, improved quality of service, and unprecedented career growth opportunities for employees. The A&M University System’s Vice Chancellor for Business Affairs will guide the audience step-by-step through the process, from the initial decision through a variety of obstacles and milestones to the current successful state of operations. You
will gain insights into:
∙∙ Weighing the cost of proactive change vs. the cost of delayed of change.
∙∙ Building a sustainable and guaranteed facilities budget that is focused long term vs. year to year.
∙∙ Creating innovative solutions for good stewardship and reallocation of funds within your facilities department.
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Phillip A. Ray

Vice Chancellor for Business Affairs, Office of the Chancellor
Texas A&M University System

STAKEHOLDERS ENGAGEMENT

12:00 pm - 12:45 pm "CREATING THE STORY OF THE BENEFITS”—HOW TO CHANGE STAKEHOLDERS’ MINDSET FROM ONE OF RESISTANCE TO CHAMPIONS OF YOUR SS

Peggy Kay - Assistant Vice President, Technology Customer Experience, University of the Pacific
It is imperative that SSC leaders develop and maintain strategic partnerships with faculty to ensure the success of a significant operational and systemic restructuring. Selling the story of your SSC initiative with a sound, comprehensive and reliable business case is critical in order to obtain alignment and approval from stakeholders before moving into implementation, expansion, or optimization operations. Attend this session to gain valuable insights into:
∙∙ Designing and implementing a shared services program that best meets the needs of your faculty and all parties affected
∙∙ Creating branding messages that speak to your faculty’s needs and emphasize the ROI they desire
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Peggy Kay

Assistant Vice President, Technology Customer Experience
University of the Pacific

12:45 pm - 1:45 pm NETWORKING LUNCHEON

MATURITY CURVE TRACKS SESSIONS BEGIN

TRACK A: DESIGNING, BUILDING & IMPLEMENTING SHARED SERVICES

1:45 pm - 2:30 pm TIPS AND TOOLS TO TURN YOUR SS VISION INTO REALITY
Lisa Sharpe - Project Director, Shared Services Operations, Office of the AVP for Finance, West Virginia University
Congratulations! Your organization has decided to make the move to shared services. But what’s next? How do you make it happen? In this session, gain actionable strategies, practical tools and sure-fire approaches to go from shared services ideation to implementation. Hear key considerations for successfully:
Planning your implementation
∙∙ Key characteristics of successful SSO models
∙∙ Best practices for selecting enabling technologies
Rolling out your new SSO Model
∙∙ Tips and techniques for engaging staking holders and driving change
∙∙ Common implementation mistakes and how to avoid them
Ensuring long-term success
∙∙ Measure and communicate implementation success
∙∙ Post-implementation benchmarking guide
∙∙ Ensuring that you have the right talent in place
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Lisa Sharpe

Project Director, Shared Services Operations, Office of the AVP for Finance
West Virginia University

TRACK A: DESIGNING, BUILDING & IMPLEMENTING SHARED SERVICES

2:30 pm - 3:15 pm THE BENEFITS OF DEVELOPING EFFECTIVE GOVERNANCE AT YOUR PRE-LAUNCH SHARED SERVICES STAGE & HOW TO MAINTAIN A STRONG GOVERNANCE PROGRAM
Kari Campbell - Project Manager, HRTSM, Human Resources Division, Minnesota State University
Barb Biljan - System Director for HRIS and HR Shared Services, Human Resources Division, Minnesota State University
Effective governance is a vital foundation for launching and maintaining shared
services. To ensure your SSC’s various initiatives are successful, establishing an
active and effective governance committee (and initiatives) at your pre-launch
and implementation stages is essential.
In this session, we will explore:
∙∙ Various governance structures and how they can benefit your SSC wherever
you are on the path
∙∙ How to establish an effective governance committee
∙∙ How to establish, implement and manage effective governance Initiatives to
ensure program success
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Kari Campbell

Project Manager, HRTSM, Human Resources Division
Minnesota State University

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Barb Biljan

System Director for HRIS and HR Shared Services, Human Resources Division
Minnesota State University

TRACK B: SHARED SERVICES EXPANSION & CONTINUOUS IMPROVEMENT

1:45 pm - 2:30 pm BUILDING A CULTURE OF CONTINUOUS IMPROVEMENT TO SUSTAIN & GROW YOUR SHARED SERVICES CENTER
Rodney Brunson - Director of Accounts Payable & Payment Services, Yale University
Every Shared Services Organization understands that the key to maturation lies
in your ability to foster a commitment towards continuous improvement from
all stakeholders. The process to drive innovation and a culture of continuous
improvement should embody several important elements that are essential to
create a mindset of personal and collective accountability to deliver results-
-a climate that empowers and equips your team to drive improvements. When
done correctly—it can also be the most rewarding! In this session, you will hear:
∙∙ Efforts to engage and motivate a continuous improvement mindset with
employees
∙∙ How to create a continuous improvement program/culture
∙∙ The importance of sustaining your CI program
∙∙ How to develop top to bottom metric, drive noticeable performance
improvement and win the support of your C-suites
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Rodney Brunson

Director of Accounts Payable & Payment Services
Yale University

With digital disruption impacting the workforce, enhancing your SSC to be
attractive to each generation of talent should be top of mind, and so should
ensuring that your talent pool has the right skill sets to meet the demands of your
mature SSC. This session will provide tools and insight needed to ensure your talent
can meet business challenges. Questions we will address include:
∙∙ What’s the best way to develop and evolve your workforce with skills needed
for the future?
∙∙ How do you develop succession and career planning strategies to support
and engage the next generation of shared services leaders?
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Sarah Peri

Assistant Director of Operations & Academic Outreach Finance and Administration
Brown University

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Shelley Prosise

Director, ABC Shared Services
University of Washington, School of Medicine

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Melissa Long Shuter

Executive Director of Business Operations
University of Louisville

3:15 pm - 3:45 pm AFTERNOON NETWORKING BREAK & BUSINESS CARD EXCHANGE

3:45 pm - 4:30 pm CASE STUDY: PARTNERING WITH YOUR CENTRAL OFFICES FOR SHARED SERVICES SUCCESS

Angie Loving - Associate HR Director, University of Kansas
Whether your SSC provides HR functions for campus or needs HR support for its operations, the University of Kansas shares a central office perspective on the challenges, successes and lessons learned, and provides insight for future improvements within your SSC-HR model.
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Angie Loving

Associate HR Director
University of Kansas

LEADERSHIP & EMPLOYEE ENGAGEMENT

Given the conflicting interests at stake in higher education institutions, a lack of strong leadership in your shared services initiative is almost sure to result in failure. However, the leadership skills needed vary according the stage or maturity of your SSC. Join this discussion to hear what leadership skills are required for the three main phases of your shared services initiative -- Project Stage, Go-live Stage, Grow-and-Sustain Stage, and why each requires a tailored approach. Leave this session with a better understanding of why the different challenges of each phase require a tailored approach that will determine the success of your shared services project.
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Brenda Rebman, MBA, CHPR, CMC, CHE,

Chief Human Resources Officer, UC Davis, Office of the Associate Vice Chancellor
UC Davis

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Pam Gabel

Executive Director, Shared Services Center
University of Michigan

COMMUNICATION & CHANGE MANAGEMENT

5:30 pm - 6:30 pm EVENING SOCIAL MIXER