Driving Competitive Growth and Sustainable Advantages with Shared Services

April 20 - 23, 2020 | Seattle, WA

Main Day 2, Friday, April 26, 2019

8:00 am - 8:30 am REGISTRATION, BREAKFAST & MORNING NETWORKING

8:30 am - 9:00 am CONFERENCE CHAIR DAY ONE RECAP

Craig Ackerman - Head of the Global RPA Practice, Chazey Partners
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Craig Ackerman

Head of the Global RPA Practice
Chazey Partners

Talent

8:45 am - 9:30 am CASE STUDY: COMMUNITIES OF PRACTICE(COP): HOW THE UNIVERSITY OF WASHINGTON LEVERAGES SHARED SERVICES TALENT

Shelley Prosise - Director, ABC Shared Services, University of Washington, School of Medicine
The University of Washington has recently developed a Community of Practice that includes all their shared services centers. In this session presenters will discuss the structural characteristics of a community of practice and how creating one at your university may:
∙∙ Decrease the learning curve of your employees
∙∙ Improve your customer experience
∙∙ Reduce rework by learning from colleagues
∙∙ Share best practices and leveraging what works on your campus
∙∙ Walk away with tools to assist you in creating a COP (or virtual COP) with at your Institution.
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Shelley Prosise

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

LEADERSHIP & EMPLOYEE ENGAGEMENT

9:30 am - 10:15 am CASE STUDY: AN OPT-IN APPROACH TO SHARED SERVICES AT PRINCETON UNIVERSITY

Brandon Gaines - Shared Services Director, Princeton University
Predicting the long-term success of your shared services organization can be somewhat difficult in the initial stages of your planning efforts. Starting small, building relationships, allowing for pause and reflection, and identifying opportunities for timely expansion have been key to the success of the shared services program at Princeton University. In this session, we will see how, in the span of eight years, one person supporting seven academic departments turned into five people supporting 30 academic and administrative departments. We will discuss the importance of:
∙∙ Selecting the pilot group of departments
∙∙ Knowing the financial services you can offer and when to expand those services
∙∙ Establishing service-level agreements that are scalable and processes that are standardized
∙∙ Leveraging data to influence buy-in and articulate overall value
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Brandon Gaines

Shared Services Director
Princeton University

10:15 am - 10:45 am MORNING NETWORKING BREAK & DEMO PRIZE DRAWING

INTERACTIVE DISCUSSION GROUP (IDGS) – YOU PICK 2

10:45 am - 12:20 pm IDG A: RECRUITING, RETAINING AND RETRAINING TALENT

Shelley Prosise - Director, ABC Shared Services, University of Washington, School of Medicine
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Shelley Prosise

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

10:45 am - 12:20 pm IDG B: KEEPING UP WITH THE 21ST CENTURY – TOOLS & TECHNOLOGY THAT SUPPORTS YOUR SS

Whitney Pugh - Executive Director of Budget & Planning, Utah State University
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Whitney Pugh

Executive Director of Budget & Planning
Utah State University

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Sarah Peri

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

10:45 am - 12:20 pm IDG D: INSTALLING CONTINUOUS IMPROVEMENT/LEAN MANAGEMENT IN THE HEART OF YOUR HIGHER ED INSTITUTION

Chase Loper - Director Shared Services, Duquesne University
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Chase Loper

Director Shared Services
Duquesne University

TALENT RECRUITMENT & RETENTION

To effectively launch, manage, and expand a thriving SSC, you need strong leadership to ensure success. However, recruiting and retaining exceptional executive management isn’t an easy task, especially in shared services. To attract and hold onto top talent, you must develop an end-to-end plan of how to do so. In this session we will explore:
∙∙ How to identify and attract senior executive and mid-management teams with critical competencies, qualifications and SSC specialized expertise
∙∙ How to establish career development strategies that support and engage a wide variety of management teams
∙∙ Senior and mid-management mentoring and training programs to ensure core mission excellence
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Brenda Rebman, MBA, CHPR, CMC, CHE,

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

1:05 pm - 2:05 pm NETWORKING LUNCH

CUSTOMER EXCELLENCE

2:05 pm - 2:50 pm SHARE THE LOVE: ESTABLISHING A CULTURE OF CUSTOMER EXCELLENCE WITHIN YOUR SERVICES ORGANIZATION TO MEET THE NEEDS OF YOUR CUSTOMERS

Melissa Long Shuter - Executive Director of Business Operations, University of Louisville
Customer experience is becoming increasingly important for customer loyalty. Getting to know your customers, listening to their needs and formulating a robust customer experience strategy to ensure their expectations are met is a way of providing excellent customer service. In this session learn the importance of embedding customer excellence into the DNA of your shared services organization in order to gain insight into what your customers truly want.
∙∙ How to measure your customer’s expectations so you can supply them with the services they require
∙∙ How to create a customer service culture that puts the customer first and foremost, without exception, day in and day out
∙∙ Create a shared vision for business services – communication is the key
∙∙ Agile service – building a model that can adapt quickly to changing business needs
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Melissa Long Shuter

Executive Director of Business Operations
University of Louisville

METRICS & DATA

There is constant pressure to demonstrate ROI and cost savings especially within your shared service center. To demonstrate that your initial goals for your SSC have been met you need to determine key performance indicators as well as a baseline from which to measure success. This session will show you where and how to start, what to measure, and what technologies can be leveraged to better serve your performance measurement.
∙∙ Determine metrics and KPIs to apply to your shared service center
∙∙ Discover how to measure as well as analyze the results of your performance measurement to make tangible changes
∙∙ Demonstrate an ROI through metrics and benchmarking to receive and maintain buy-in
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Erika Wilson

Sr. Director Health Sciences Sponsored Projects Pre-Award Office and Health Sciences Research Service Core, Interim ADCS Finance
University of California San Diego

3:35 pm - 3:50 pm NETWORKING AFTERNOON BREAK

TECHNOLOGY

3:50 pm - 4:50 pm CASE STUDY:OUR FIRST ROBOT - MAYBE?

Pam Gabel - Executive Director, Shared Services Center, University of Michigan
Over the last 2 years the University of Michigan Shared Services Center (U-M SSC) has been engaged in evaluating RPA (Robotic Process Automation) as a potential automation tool to free up our staff from rules-based, high-volume transactions in order to provide more services and hands-on problem solving for our customers . In late 2018 we decided to launch a project to bring this tool to fruition for the U-M SSC and are now engaged in that implementation.
This session will share lessons learned during the selection and implementation process:
∙∙ Considerations in the Software Selection Process
∙∙ The relationship between the U-M SSC and U-M Central IT
∙∙ Staffing for an RPA Center of Excellence
∙∙ Unexpected costs and roadblocks
And maybe we will introduce you to our first robot!
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Pam Gabel

Executive Director, Shared Services Center
University of Michigan

4:50 pm - 4:50 pm END OF CONFERENCE