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The founders of the Annual Shared Services
& Outsourcing Week in Asia bring you the only
event specifically catered for Shared Services &
BPO practitioners in the Philippines.
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Expanding and transforming
Shared Services & BPO
in the Philippines
Driving growth through effective workforce management,
successful scope expansion and value-added services delivery
10 - 12 November 2010 • Pan Pacific Hotel, Manila
Presenting 20+ of the regions foremost SSO thought leaders, including 5 from
the top SSOs in the Philippines - unlock essential knowledge and best practice:
Noel P. Paraso, Kristina Beckendorf,
VP Service Center Network and Managing Director
Manila Center Finance Lead
Yazdi Bagli, Linda Castro,
Associate Director, Payments and Head of Shared Services
Banking Services
Call: +65 6722 9388 Email: enquiry@iqpc.com.sg Fax: +65 6720 3804
www.sharedservicesphilippines.com
Sponsored by Endorsed by Marketing Partner

2. Expanding and transforming Is your Shared Service
Centre looking to
achieve any of the
Shared Services & BPO following in 2011?
• Boosting the strategic value
in the Philippines of services by pushing beyond
transactional process delivery?
• Broadening the geographic
Driving growth through effective workforce management, scope of your customer-base?
successful scope expansion and value-added services delivery • Finding innovative workforce
initiatives to keep attrition
10 - 12 November 2010 • Pan Pacific Hotel, Manila rates healthy and attract top
talent?
100% case studies, 20+ Speakers, 2 day focused conference, Then this event is a must
Full day workshops, THE ONLY event to specifically cater for attend for you!
Shared Services and BPO practitioners in the Philippines
Dear Executive,
www.ssonetwork.com/
linkedin/apac
As a Shared Services and BPO practitioner
operating a delivery centre in the
Philippines, you are no stranger to working
in a fast-paced and competitive labour
market. But with the need to focus on geog
raphic & functional expansion, effective www.ssonetwork.com/
people management and value-added servi facebook
ces, how is your Shared Services Centre
(SSC) shaping up to stay ahead of the curv
e yet keep generating further cost-
savings and business value?
Knowing exactly the right people to ask for www.twitter.com/
first-hand advice on propelling service ssonetwork
delivery growth, Shared Service and Outs
ourcing Network (SSON) will enable you
discover the secrets of best practice from to
18+ World Class SSCs. Led by
practitioners for practitioners, this is the
only event to specifically cater for
Shared Services and BPO practitioners in About SSON
the Philippines, tackling your core
challenges from an end-user perspective.
Learn how others are pushing the
boundaries to get to the next level of their
SSOs, and advancing growth by climbing
up the value chain.
Join us and get armed with field-tested strat SSON provides research, training and
• Align
egies to: networking for over 4,500 shared
with your wider business goals: Understa
legislative environment in the Philippines nd and capitalize on tax and services executive members from over
• Deploy
with the latest Government updates 50 countries around the world.
innovative recruitment tactics to ensu Whether you need resources to write a
effective workforce in a competitive mark re a skilled, competent and
et report, facts to benchmark performance
• Attract,
engage and retain employees through against or simply want to meet some of
development, and motivational tactics tailored training and
your peers at the same stage of
• Increase development, we can support you. Sign
the strategic value of your services and push
• Build a beyond transactional activity up today, for $149.99 and receive
practical roadmap for functional & geog
• Develop raphic expansion benefits that will help you take your
robust customer engagement model
services to enhance the quality of your implementation to the next level.
• Adopt Website: www.ssonetwork.com
world-class process efficiency measurement
through effective benchmarking Email: info@ssonetwork.com
Phone + 44 (0) 20 7368 9300
Only here will you meet the local pioneers
and leaders demonstrating how you can
drive further development in your SSC in
the Philippines.
I look forward to welcoming you in Nove Not been to an SSON
mber,
event before? Here’s
some feedback from last
year’s annual Shared
Services Week in Asia:
Sarah Ye
Shared Services and Outsourcing Netw
ork “This is the best shared
IQPC services seminar I have
attended so far”
“It’s an excellent platform to gain knowledge about SSC irrespective of the - General Manager, Corporate
experience. It’s a one stop solution to move further in SSC in your organisation” HR Sony Electronics Asia Pacific
- Senior Director Shared Business Services Finance Asia, Philips Electronics
2 Web: www.sharedservicesphilippines.com Call: +65 6722

3. Pre Conference Bootcamp
Wednesday 10 November 2010
The bootcamp is designed for organizations that are assessing the business case and value of Shared Services, or are
in the planning and launching phase of establishing a new SSC.
9.00 Registration 13.30 – 16.00
Part C: Designing the right SSC model in line with
10.00 – 11:00 your organizational business objectives &
Part A: Shared Services set-up A-Z checklist conducting smooth migration to deliver
• Establishing the business case excellence from “go live”.
• Evaluating and choosing the right location It is easier to create a shared service organization with great
• Engaging stakeholders early to gain buy-in processes and most advanced technology but if your SSC is not
• Process improvements and implications for Service Level effectiveness enough to meet and compliment the strategic business
Agreements (SLAs) objectives, you are unlikely to succeed. It is, therefore, imperative
• Deploying proper KPIs that there is a greater demand to understand wants and needs of
the business and then balance the same with effective service
11.30 – 12.30 design. Then, there is always that great debate “fix & shift” or “shift
Part B: Building a Shared Services roadmap for & fix”? While there is no right or wrong answer, there is need to
smooth implementation review both paradigm to ensure there is smooth migration to
• Ensuring transparency and communication from the start achieve “vertical start-up” and to deliver excellence from “go-live”
• How to ensure business focus at the heart of the SSC Model :
• Understanding what you want and why
• Utilising time frames to ensuring realistic expectations Balanced Scorecard approach
• Reviewing the criteria to decide approach to address “shift or fix”
• Highlighting the benefits that can be achieved and designing a
• Implementing Lean Sigma Approach
plan to deliver them
• Risk Management: FMEA
• Communicating the vision to your clients to customers and SSC
• Challenges and bottleneck
employees
• Continuous Improvement Cycle
Led by:
Chen Theng Aik Led by:
Head, Finance & HR Services Ratan Kumar Kesh
DHL Asia Pacific & EEMEA (Malaysia) Sr. Vice President and Head – Service Quality & Quality Initiatives
Group
Current Position: HDFC Bank Ltd., (India)
Head, Finance & HR Services – Asia Pacific, East Europe, Middle
East and Africa Ratan’s job entails framing and executing Quality Strategy for the
DHL. Responsible for the 2 Shared Services Locations (Malaysia & bank. He leads a team of around 75 Lean Sigma MBBs and BBs
Mauritius) covering 2 service lines (towers) of Finance Operations delivering business excellence and service quality improvement to
and HR Operations. He has grew the Malaysia SSC from a pilot of enable the bank in providing a wide range of financial products and
less than 40 FTEs to over 500 FTEs today covering countries from services to its over 15 million customers in a cost effective manner.
Asia Pacific, EEMEA and also Europe. Mr. Chen held various senior As part of this role, he works closely with business heads to identify
finance positions including more than 10 years as Finance Director and move non-core business processes to shared services set up.
& CFO in large global multinational companies such as BP, Leo Ratan has more than 16 years of experience in India and overseas in
Burnett, Linde and DHL before moving to current role 5 years ago. areas of Engineering Design & Projects, Six Sigma, Lean, Lean-
Sigma, Balanced Scorecard, Malcom Balridge, EFQM Models, CRM &
12.30 Networking lunch ERP Implementation, Service Quality and Quality Projects in
Manufacturing, Logistics, Insurance and Banking.
16.00 End of the day
Day One Main Conference
Thursday 11 November 2010
8.15 Registration MARKET UPDATE & LEGISLATIVE ENVIRONMENT
8.45 Opening Remarks from the Chair 9.00 Leveraging Government incentive programs to
propel your Philippines-based operations
Yazdi Bagli • Capitalizing on Government incentive programs and tax
Associate Director, Payments and Banking Services
regulations
Procter & Gamble Asia • Understanding how they apply to your business operation and
maximizing the impact
9388 Email: enquiry@iqpc.com.sg Fax: +65 6720 3804 3

4. • Combating the Philippines talent war and meeting the 12.10 Increasing employee engagement and retention
increasing demand for the talent in the Shared Services sector through effective training, development and
• Planning for the future – What does the current Government motivation
agenda look like? Fierce competitions in the SSC/BPO industry in the Philippines and
Kim S. Jacinto-Henares fast-scale expansion have pushed leaders to re-engineer their
employee retention strategy. Benchmark with your peers and
Commissioner
learn the best practices on staff engagement
Bureau of Internal Revenue Philippines • Designing the development route for your staff with
performance tracking
9.30 Competing on a global platform: How the • Identifying the optimum skill set and capabilities for your
Philippines compares as a BPO/SSC location on requirements
the world stage • Implementing effective, tailored and valuable training to
• Why the Philippines is considered one of the major global hubs increase the skill level of your staff
for BPO/SSC activity • How can you uphold staff motivation and quality of service as
• Tracking economic impact and exploring how the global you automate?
recession has impacted on the local sector • Creating employee friendly working environment for better
• Predicting the direction of the market and the implications for engagement and motivation
your business
• Future evolution of SS & BPO through local economic insight: Rory Zaks
What do the next 1-3 years look like? GM
OSRP
Eric Le Borgne
Senior Economist Philippines 12.50 LUNCH & NETWORKING BREAK
World Bank
13.40 Nurturing a successful culture in your SSC
10.00 Outsourced, captive or hybrid? Examining and • Critical success factors for creating and nurturing the right
assessing the right delivery model to align with business culture for your shared service operations to prosper
your business strategies globally, regionally and and flourish
locally • Using the right culture for your ssc to deliver business goals
When making the decision to streamline, cut costs and take • Ensuring objectives are met with employees acting consistently
advantage of the lower costs in the Philippines, for some it can with values and strategies
appear easier to outsource your processes to a third party with an
Chen Theng Aik
established center and local knowledge. On the other hand, there
Head, Finance & HR Services
is sometimes a fear of the impact this may have on controlling
DHL Asia Pacific & EEMEA (Malaysia)
service levels and aligning the activities and processes with your
business objectives. This session will consider the factors
associated with each model’s success to help you decide which
14.10 PANEL DISUCSSION: Balancing and managing
route best fits your business. the attrition cycle effectively to maintain a
• Identifying key drivers to building a successful delivery model healthy staff turnover
• Exploring the potential of the Philippines as a location for a Reducing staff turnover is usually essential to ensure cost
effectiveness and ROI on your staff. However, cultural uniqueness,
low-cost center
• Evaluating the cultural and operational considerations with
local labour law and your expansion scheme would require you to
work out a healthy attrition rate for your SSO, rather, just a
outsourcing
• Weighing up outsourcing vs. a captive center vs. hybrid model
definite lower level of attrition. This session looks at the local
averages as well as case study examples of those juggling attrition
Yazdi Bagli rates at both ends of the scale.
• Group A: my attrition is too high
Associate Director, Payments and Banking Services
• Group B: my attrition is too low
Procter & Gamble Asia
Panellists:
10.40 MORNING TEA & NETWORKING BREAK Manette Martin
Regional CoE (Center of Excellence) Leader
11.00 Achieving Operational Excellence through BPM GE Global Business Services
& ECM platform Rory Zaks
•
Business Growth - Work management through BPMS GM
•
Scope Expansion - Platform for F&A, HR, etc., Reduce time to OSRP
market (TAT)
• Customer Service - 360 degree reports to clients, Enhanced Bessie Ambat
service levels Head of HR GSSC
• Compliance & SLA adherence Ericsson
Hareish Gur EXPANDING THE SCOPE AND ADDING VALUE
VP (Asia Pacific)
Newgen Software Technologies Limited 14.50 Global AP Process Ownership: The Philippine
EC&P AP Shared Services Experience
PEOPLE MANAGEMENT & CULTURE The Philippine EC&P AP Shared Services began its journey when
Embedded Computing division formed the AP team in the
11.30 Identifying and sourcing the right skilled staff Philippines to service the AP of its factories in Philippines, Mexico
for your Shared Services Organization and Germany in 2008. Its scope was later expanded to include the
The shortage of the middle level managers with Shared Services non-factory AP of Germany and US and the Philippine Embedded
knowledge and specific skills in the Philippines has exposed huge Power AP. As a global AP process owner, the team grappled with
challenges for SSC leaders. To ensure a skilled, competent, the challenges of improving internal processes and adding value
to the company by defining its role as AP processors, issue
effective workforce is to find and attract the right people, with
resolvers and process improvers. Gil Cacha, a Six Sigma Black Belt
the right skill set for the activities carried out in your SSO. This and Doctor of Philosophy in Organization Development, will share
session will examine how you can: his experience in setting up the shared services, restructuring the
• Gain extra investment from the management to attract top talent
expanded AP Team and broadening its role to encompass procure-
• Analyze industries and locations with excess labour to source staff
to-pay process in support of supply chain operations.
•
Work with external partners to diversify your talent sourcing pools
Dr. Gil Cacha
Manette Martin Manager, AP Shared Services
Regional CoE (Center of Excellence) Leader Emerson Network Power – Embedded Computing and
GE Global Business Services Power
4 Web: www.sharedservicesphilippines.com Call: +65 6722

5. 15.20 AFTERNOON TEA AND NETWORKING BREAK 16.30 Delivering excellence through operational
performance management
15.50 Climbing up the value chain: Increasing the The fundamental pillars of success in every shared services shop
strategic value of your services beyond are “working practices” and “performance management
transactional processes initiatives”. The presentations focuses on:
Globally over the last 5 years knowledge-based outsourcing and a • How “working practices” and “performance management
shift from transactional services to value-added services has initiatives” enable a shared services shop to deliver tangible
become common place for advanced SSCs. What are the business value
elements that you need to consider to make this change? And •
How the performance metrices of the shared services are linked
how should you design your implementation strategies to make with strategic drivers of client’s business
this shift? This session will consider: • Internal framework for performance management
•
Strategic value and visioning for the SSC •
External validation of the approaches
• Unlocking new SSC value through competency building • BPI tools coupled with Balanced Scorecard
• Organizational culture as enabler of evolution • Domain expertise or Process detailing?
• Managing changes in both SSC and the wider business as you • Globally consistent processes: Best Practice Sharing
bring in higher value add activities • Innovation Management
• Ensuring sustainability of the evolution
Ratan Kumar Kesh
Raoul Teh Sr. Vice President and Head – Service Quality & Quality Initiatives
Senior Site Officer Group
Thomson Reuters HDFC Bank Ltd., (India)
17.10 End of Day One Conference
17.20 IQPC Hosts a Happy Hour for Networking
Opportunities
Day Two Main Conference
Friday 12 November 2010
8.15 Re-Registration quality, chargeback rates, supply of resources, and turnaround
times are some of the issues that will be dealt with. There are no
8.45 Welcome Back Remarks from the Chair easy answers to these but Mr. Alipao will share with you some of
what has worked in his experience and what he thinks forms the
Yazdi Bagli foundation of a good Shared Services Organization. Some of the
Associate Director, Payments and Banking Services topics he will talk about include resource management, project
Procter & Gamble Asia management office, service chargebacks, work intake process,
and suggestions on organizing your teams to deliver improved
9.00 Encoding process centric change management service.
into the DNA of an SSC is critical to its long
term survival and sustainability – Change Albert Alipao
management means much more than Six Sigma Chief Shared Services Officer
or Lean Sunlife Manila Shared Services Center
Many SSCs have adopted Six Sigma and Lean initiatives to deliver
continuous improvement by increasing efficiency and decreasing 10.10 PANEL DISCUSSION: How far can you go?
redundancy. However, it’s not surprising when many feel the Stretching the boundaries of innovation to re-
initiatives are unsuccessful in the long term. A more innovative, define the NEXT LEVEL of Shared Services
holistic and sustainable change management approach and maturity in the Philippines
technology strategy is required - one that extracts the best and • Aligning with business goals on global and regional level
most relevant aspects from the array of change management & • Adding more functions and standardizing processes
process improvement methodologies available and operates on a • Expanding from captive to hybrid for extra effectiveness
key set of principles important for the SSC: • Looking beyond – Moving to become an internal consultant?
• All change must be process and data-driven across the full
Panellists:
spectrum of change Kee Teek Hong
• Intelligent technologies must be used intelligently
Vice President & General Manager
• The return on investment must be sustainable value-creation
Chevron Holdings Inc
Yazdi Bagli Albert Alipao
Associate Director, Payments and Banking Services Chief Shared Services Officer
Procter & Gamble Asia Sunlife Financial
9.40 Laying the foundation for transformation Garry Taylor
Shared Services Organizations will continue to face constant Division Director
pressure to prove its worth. It will constantly face questions on Macquarie’s Offshore Services
why its customer base won’t be better off growing their own IT Noel P. Paraso
organizations or outsourcing work to 3rd party vendors. Work VP Service Center Network and Manila Center Finance Lead
9388 Email: enquiry@iqpc.com.sg Fax: +65 6720 3804 5

6. Shell Shared Service Center • Identify the key challenges of absorbing more functions into your
current SSC set-up
Linda Castro •
Sourcing the right talent for the right role
Head of Shared Services • How to standardize and integrate the process through
Jollibee Worldwide Services
technology
•
Which route do we take? – Multi-tower or Multi-function? What
10.50 MORNING TEA AND NETWORKING BREAK
do we need to consider to move forward?
11.20 Practical analysis on identifying the danger signs Maria Necita B. Geronimo
of a failing shared services operation: Avoiding General Manager – Global Shared Services Organization
costly mistakes and turning things around SunPower
•
Spotting the potential pitfalls during the shared services life-cycle
• Recognising the warning signs in your people, processes and 14.50 How do you measure up? Developing effective
technology KPIs for internal and external comparison
• Ensuring that customer orientation is really in place Benchmarking can be effective to set targets and understanding
• The keys to successfully turning round a failing Shared Services your best practice, but to be most effective you have to
operation continually review your KPIs. This session will analyze the current
trends in the region and enable you to develop your own KPIs
Noel P. Paraso • Exploring effective use of benchmarking
VP Service Center Network and Manila Center Finance Lead • Examining the development in KPIs being used in different SSCs
Shell Shared Service Center
Lourdes Rosario "Gigi" Mantaring
SUSTAINABILITY AND MATURITY GROWTH VP & General Manager
Manulife Business Processing Services
12.00 Achieving excellent service delivery with better
customer engagement and value proposition 15.20 AFTERNOON TEA & NETWORKING BREAK
Increasing your customer service satisfaction level is not just about
operational excellence, process standardization and compliance, 15.50 Demonstrating value creation with Shared
but also about engaging your customers to better understand and Services
deliver their needs… Beyond just quick cost reduction and consolidation of back-office
• Implementing robust customer engagement model
functions, shared services can drive and increase value for the
• Promoting customer focused organization
organisation, when properly aligned to corporate strategy and objectives
• Creating compelling value through end-to-end • Designing the plan to track what value the SSO is providing the
• process innovations organization
• Demonstrating the value
Linda Castro • Showing the correlation between the contributions the SSO is
Head of Shared Services
making and shareholder value
Jollibee Worldwide Services
Thomas Burgess
12.40 LUNCH AND NETWORKING BREAK Vice President SSC & Revenue Management
Uti Worldwide
13.40 Driving continuous improvement by applying
Process Excellence in a BPO operation 16.30 Exclusive On-Site Benchmarking session:
Off-shoring processes from frontline organizations around the world Bringing your own Ratios and Statistics
to our Global Service Centers alone can for certain regions provide Are you achieving best practice levels of performance? Use this
cost savings due to the labour cost arbitrage. This is however only highly interactive session to really drill into the practical reality of
one aspect of off-shoring. How can we ensure that we deliver the performance measurement within your organization. Exactly what
best value proposition to our customers in the long term? metrics do other organizations use? How did they decide upon
• Closely liaising with global business process owners to pursue those measures? And do they work? Split into industry tables to
standardization allow an intimate onsite benchmarking opportunity. Come
• Understanding your customers’ needs and operationally prepared with information so you can discover how you really
defining these – with a view on the end-to-end process and measure up against similar organizations in terms of:
overall system which the GSC is a part of • Customer satisfaction
• Establishing result and process measures for all processes to • Learning and innovation
monitor and improve process capability • Balanced Score cards
• Employing Process Excellence specialists (Green Belts and Black • Employee ratios
Belts) to conduct data-based root cause analysis and lead Share your measurements to see how you compare to your
improvement initiatives colleagues. This is not a ranking exercise, but an open platform
• Applying the lean principles and tools to eliminate and reduce for you to reveal your center’s strengths and take away tips to
waste help improve key areas.
• Nurturing a culture of continuous improvement and systemic Attendees will split into groups and benchmark against
leadership each other
Kristina Beckendorf
17.10 Close of Conference
Managing Director
Maersk Global Service Centres (Phils) Ltd
17.15 END
14.10 Expanding the functional scope of your current
SSC: Taking Shared Services to the Next Level
As the challenges and pressure of an increasing global economy
intensifies, companies with established single or dual function SSCs “I gained new insights, reconfirmed our
are now looking at leveraging the efficiencies of these centers by structure, gained networking and references”
expanding their service offerings. The pressure to perform and to
make the great step for the SSCs to the next level has never been - AVP Systems Methods & Operations Management
as critical as it is today. How do we go about planning for this ABS CBN Broadcasting Corporation
expansion? How do we prioritize functions that need to be added
to the SSC? This session will help you:
6 Web: www.sharedservicesphilippines.com Call: +65 6722

7. Speakers
Your Eminent Speaker Panel from top SSCs/BPO organizations:
Noel P. Paraso Geographic remit: Asia Pacific, North America, Manette Martin
VP Service Center Network and Manila Europe, Africa & Middle East Regional CoE (Center of Excellence)
Center Finance Lead ERP tool: SAP / JDE / Ariba Leader
Shell Shared Service Center GE Global Business Services
Albert Alipao
Time in SS operation: 6 years Time in SS operation: 3 years
Chief Shared Services Officer
Number of centers: Six (Glasgow, Krakow, Number of centres: 1
Sunlife Manila Shared Services Center
Chennai, Kuala Lumpur, Manila and satellite office Function(s): Financial Services, Employee Services
in Capetown) Time in SS operation: 6 years. Geographic remit: Asia, Americas, MEA, Europe
Function(s): Finance & transaction Operations Number of centers: 4 major shared services ERP tool: Oracle, SAP, Great Plains
Geographic remit: Global operations located in Manila, India, Ireland, and
ERP tool: SAP Lethbridge. Bessie Ambat
Function(s): MSSC currently covers IT shared Head of HR GSSC
Kristina Beckendorf services, while the other locations include both IT Ericsson
Managing Director and BPO. At MSSC, we do systems development Time in SS operation: 3+ years
Maersk Global Service Centres (Phils) work, systems maintenance, and computer Number of centers: 1
Ltd operations. Function(s): Human Resources
Geographic remit: primarily Southeast Asia and
Time in SS operation: 10+ years Geographic remit: Global
North America
Number of centers: 6 ERP tool: SAP
Function(s): transactional, rules-based,
Lourdes Rosario "Gigi" Mantaring
knowledge-based as well specialized voice-based Thomas Burgess
VP & General Manager
processes. Vice President SSC & Revenue
Manulife Business Processing Services
Geographic remit: Global Management
Time in SS Operation: 5 years Uti Worldwide
Yazdi Bagli Number of Centers: 1 Time in SS operation: 5 years
Associate Director, Payments and Banking Functions: broad range of financial services Number of centres: 1
Services functions Function(s): Revenue Management (pricing,
Procter & Gamble Asia Geographic: U.S., Canada, Hong Kong and client proposals), Customer Care Functions
Malaysia
Time in SS operation: 11 years Geographic remit: Global
Number of centers: 1 ERP tool: Proprietary
Gil F. Cacha Ph.D.
Geographic remit: Asia, Central Eastern Europe,
Manager, AP Shared Services
Middle East Africa and some global operations Rory Zaks
Emerson Network Power – GM
Embedded Computing and Power
Linda Castro OSRP
Head of Shared Services Time in SS operation: 2 years Time in SS operation: 5 years
Jollibee Worldwide Services Number of centres: 1 Number of centers: one
Function(s): Accounts Payable
Time in SS operation: 4 years Function(s): Administration, Sales and the
Geographic remit: US, Germany,China,
Number of centres: 1 Customer Experience, Facilities, Financial mgt., HR
Philippines
Function(s): Finance & Accounting including and training, Workplace Services, Training, IT
ERP tool: Oracle and BPCS (AS400)
Statutory and Management Reporting, Tax coordination, Marketing, functional support.
Compliance and Human Resources Services, which
Maria Necita B. Geronimo
includes C&B Admin, Staffing, Training and Raoul Teh
General Manager – Global Shared
Workplace Services; Senior Site Officer
Services Organization
Geographic remit: delivering shared services for Thomson Reuters
SunPower
all its QSR businesses. Included in JFC's local brands Time in SS operations: 13+ years
are Jollibee (the number one fast-food chain), Time in SS operation: 3 years Number of centres: 5 major shared service
Chowking, Greenwich, Red Ribbon, Manong Pepe Number of centres: 1 internal and 1 outsourced centres
Karinderia, and Delifrance. Their foreign markets (Europe) Functions: Customer Support and Administration,
include Brunei, United States, Vietnam, Qatar, Function(s): HR, IT, Continuous Improvement and Telesales, Content and data operations, Advisory
Kingdom of Saudi Arabia (KSA), Indonesia, and Quality, Finance, Internal Audit, Training and All services, Software development
Peoples Republic of China where new acquisitions Non-Manufacturing Operations (Customer Geographic remit: Global operations
Operations, Supply Chain and Planning,
Kee Teek Hong Marketing Support, Dealer Support, CAD Garry Taylor
Vice President & General Manager Support, Order to Cash, Business Analytics, Division Director
Chevron Holdings Inc Technical Support, Market Intelligence, etc) Macquarie’s Offshore Services
Time in SS operation: 12 years old Geographic remit: North America, Europe and
APAC Time in SS operation: 3 years
Number of centres: 1 site in Manila (multiple sites
ERP tool: Oracle Number of centers: one (1)
globally but not run by me) Function(s): IT support and development
Function(s): Finance / Information Technology / HR Geographic remit: Global
/ Marketing Support / Procurement ERP tool: N/A
Special Guest Speakers: Workshop Facilitators:
Eric Le Borgne Kim S. Jacinto- Chen Theng Aik Ratan Kumar Kesh
Senior Economist Henares Head, Finance & HR Services Sr. Vice President and Head –
Philippines Commissioner DHL Asia Pacific & EEMEA Service Quality & Quality
World Bank Bureau of Internal (Malaysia) Initiatives Group
Revenue Philippines HDFC Bank Ltd., (India)
Time in SS operation: 5 + years
Hareish Gur Number of centers: 2 Time in SS Operation: 3 years
VP (Asia Pacific) Function(s): Finance & Accounting, Number of Centers: 4
Newgen Software HR Services Functions: Banking Operations, Loan
Technologies Limited Geographic remit: Asia Pacific & Processing, Print Shop
Eastern Europe Middle East and Africa Geographic: Various regions in India
and selected process for Europe Software: Banking Software, Print
ERP tool : SAP, Oracle Market Port
9388 Email: enquiry@iqpc.com.sg Fax: +65 6720 3804 7

8. 5 EASY WAYS TO REGISTER
Expanding and transforming Driving growth through effective
workforce management, successful
scope expansion and value-added Web: www.sharedservicesphilippines.com
Shared Services & BPO services delivery Email:
Phone:
enquiry@iqpc.com.sg
+65 6722 9388
10 - 12 November 2010
in the Philippines Pan Pacific Hotel, Manila
Fax: +65 6720 3804
Post: IQPC Worldwide Pte
61 Robinson Road
My booking code is: QD 19178.001 #14-01 Robinson Centre
Please complete in BLOCK CAPITALS as information is used to produce delegate badges. Singapore 068893
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DISCOUNTS & TEAM DEALS
Please do not remove this label even if it is not addressed to you.
IQPC recognises the value of learning in teams. Group bookings at
the same time from the same company receive these discounts:
3 or more 7% • 5 or more 10% • 8 or more 15%
This offer applies to the standard prices only. Call us for a special
discount rate for teams of 10 and above. Not applicable to
bootcamp only bookings.
VENUE & ACCOMMODATION
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M. Adriatico corner Gen, Malvar Streets
Malate, Manila
1004 Philippines
Book & Pay by Standard Tel: +63 2 318 0788
ALL PRICES IN $USD 24th September 2010 Price Fax: +63 2 302 9501
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$1,299 $1,499 CONFERENCE DOCUMENTATION & AUDIO CD
Bootcamp Only (Day 1) (save $100) ❑ Attendee: Conference Documentation and Audio CD with a
$799 $899 USD100 discount: USD499
❑ Non-attendee: Conference Documentation and Audio CD at
*Registrations without immediate payment or credit card details will incur a processing fee of USD99 per registration USD599
**Discounts DO NOT apply to Bootcamp only bookings. ❑ Non-attendee: Conference Documentation only at USD399
***All Early Bird discounts apply to standard prices only, discounts not to be used in conjunction with any offer.
Orders without immediate payment or credit card details
GROUP DISCOUNTS: 4-for-3 offer! We recommend learning in teams and are offering one place free for every 3 will incur a processing fee of USD99 per order.
team members you register for the main conference. (N.B. Advance orders will determine whether or not this conference
*Please note above offer only applies to delegates booking onto our 'standard price' packages only. will be recorded – Please enclose payment with your order.)
Any custom duties & taxes imposed on the shipment of order/s
DELEGATE DETAILS (Please photocopy for each delegate) shall be borne by the recipient.
Salutation / First Name: ................................................................................................................................................ Important! To speed registration, provide the customer registration code
located on the back page—even if it is not addressed to you!
Last Name: ..................................................................................................................................................................
Job Title: ......................................................................................................................................................................
IQPC CANCELLATION, POSTPONEMENT AND
Department:................................................................................................................................................................. SUBSTITUTION POLICY
Company: ................................................................................................................................................................... You may substitute delegates at any time by providing reasonable advance
notice to IQPC.
Email: ..........................................................................................................................................................................
* For any cancellations received in writing not less than eight (8) days prior to the
Tel: ..........................................................................(Office) ...........................................................................(Mobile) conference, you will receive a 90% credit to be used at another IQPC conference which
must occur within one year from the date of issuance of such credit. An administration
Fax:....................................................................................................................... ❑ I agree to IQPC’s payment terms. fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No
credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the
Address: ..................................................................................................................................................................... conference.
* In the event that IQPC cancels an event for any reason, you will receive a credit for 100%
Postcode: ................................................................Country: ..................................................................................... of the contract fee paid. You may use this credit for another IQPC event to be mutually
agreed with IQPC, which must occur within one year from the date of cancellation.
Delegate’s signature: ............................................................................................... Date: ..........................................
* In the event that IQPC postpones an event for any reason and the delegate is unable or
Approving Manager’s Name:........................................................................................................................................ unwilling to attend in on the rescheduled date, you will receive a credit for 100% of the
contract fee paid. You may use this credit for another IQPC event to be mutually agreed
Email Address: ............................................................................................................................................................ with IQPC, which must occur within one year from the date of postponement.
Signature: ............................................................................................................... Date: .......................................... * Except as specified above, no credits will be issued for cancellations. There are no refunds
given under any circumstances.
* IQPC is not responsible for any loss or damage as a result of a substitution, alteration or
cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the
If the invoice is to be addressed for the attention of a different person than the delegate, please complete the details below: event this conference is cancelled, rescheduled or postponed due to a fortuitous event,
Act of God, unforeseen occurrence or any other event that renders performance of this
Salutation / First Name: ................................................................................................................................................ conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous
event shall include, but not be limited to: war, fire, labor strike, extreme weather or other
Last Name: .................................................................................................................................................................. emergency.
Email: ...............................................................................Tel: ..........................................................................(Office) * Please note that while speakers and topics were confirmed at the time of publishing,
circumstances beyond the control of the organizers may necessitate substitutions,
Please note: If you have not received an acknowledgement before the conference, please call us at +65 6722 9388 to confirm your booking. alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right
to alter or modify the advertised speakers and/or topics if necessary without any liability to
you whatsoever. Any substitutions or alterations will be updated on our web page as soon
as possible.
PAYMENT METHODS
Scholarships Available: IQPC sets aside a limited number of discounts that may be applied
to its conferences for delegates from the non-profit sector, government and military
❑ By Check/Bank Draft: Made payable to IQPC Worldwide Pte Ltd organizations and academia. For more information about scholarships to this event, please
call Customer Service at 1-800-882-8684.
❑ By Direct Transfer: Please quote QD 19178.001 with remittance advice
IQPC Bank details: Special Dietary Needs: If you have a dietary restriction, please contact Customer Service
at 1-800-882-8684 to discuss your specific needs.
Account Name: IQPC Worldwide Pte Ltd
Bank Number: 7232 • Account No: 147-048128-001 USD • Swift Code: HSBCSGSG
The Hong Kong and Shanghai Banking Corporation, 21 Collyer Quay, #08-01 HSBC Building, Singapore 049320
All bank charges to be borne by payer. Please ensure that IQPC receives the full invoiced amount. PAYMENT TERMS
Registrations/orders received without immediate payment or credit card details will
❑ By Credit Card: incur a processing fee of USD99 per registration/order. Payment is due in full upon
Please debit my credit card: ❑ Visa ❑ MasterCard ❑ American Express receipt of invoice. Full payment prior to the event is mandatory for attendance.
IQPC WORLDWIDE PTE. LTD.
Card Number: Expiry Date: CVN: Company Registration No: 199702288Z
Copyright@ 2010 IQPC Worldwide Pte. Ltd. All rights reserved. This brochure may
Name printed on card: ............................................................................................................................................ not be copied, photocopied, reproduced, translated, or converted to any electronic
or machine-readable form in whole or in part without prior written approval of
Signature: ............................................................................................................................................................... IQPC Worldwide Pte. Ltd