www.sharedservicesmesummit.com

1. Middle East & North Africa
Book
Shared Services pa and
4 No y before
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b
and er 2010
& Outsourcing Summit save
US $
750
Cutting costs and delivering tangible operational outcomes through innovative, agile and adaptable back office strategies
International summit: 14 - 15 February 2011
Interactive workshops: 13 & 16 February 2011 SSON Member Discount
Save an extra 10%! see back page for details
The Mövenpick Hotel, Jumeirah Beach Residence, Dubai, United Arab Emirates
Local market knowledge and influence: Key topics include:
Zaki Sabbah • How to maximise cost savings in your back office operations
Chief Information Officer, Zamil Group, KSA • Determine the characteristics of a successful shared service initiative
Zubair Ahmed • Identify and adopt a model that works for your organisation
Head of IT Business Management, Dubai Bank, UAE • Re-engineer and re-design tired processes for simplification and transparency
Ravindra Rao • Learn how other industries using outsourcing drive growth and control their costs on a yearly basis
Global Finance Transformation Lead EMEA, Honeywell, UK • Discuss the core strategies successful organisations rely on to boost revenue through
streamlining practices
Colin Gow
Group Head of HR Operations, Al Futtaim, UAE • Find out how Cloud and SaaS are changing the face of shared services and outsourcing
• Receive up-to-date information on the current offshore location offerings, criteria for evaluating
Jawwad Qazi
the right place for your Shared Service Centre and speak to the organisations who have
Director, Shared Services Operations, Mazrui Holdings Company, KSA
recently made a move
Mohamed Shah
VP – Technology & Infrastructure Services, Knowledge Economic City Developer, KSA With key contributions from:
Neelesh Antarkar • Saudi Aramco • Jumeirah Group
Director Strategy & Performance Management, Abu Dhabi General Services, UAE • Knowledge & Human Development Authority • Gulf Bank
• Saudi Electricity Company • Roads & Transport Authority (RTA)
• Halliburton
For more information or to register Tel: +971 4 364 2975 Fax: +971 4 363 1938 Email: enquiry@iqpc.ae
www.sharedservicesmesummit.com
Media partners: Researched and developed by:
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and Commercial Manageme

2. Essential interactive workshops: Sunday, 13 February 2011 & Wednesday, 16 February 2011
IQPC’s workshops are unique opportunities to spend valuable time with industry experts. These interactive sessions are extended to ensure that you will get to the heart of the summit’s most critical
issues and uncover practical solutions you can apply in your own company.
Pre-summit workshop: Sunday 13 February 2011 Post-summit workshop: Wednesday 16 February 2011
08:30 Registration 08:30 Registration
Workshop A: 09:00 – 16:00 Workshop B: 09:00 – 16:00
Driving out operating costs and creating efficiencies in your back office functions Creating value through Shared Services with ironclad business cases: Practical
lessons from the construction & hospitality sectors
Introduction: Introduction:
A shared service offers your organisation the opportunity to cut costs, improve service and Most successful organisations have clearly articulated strategies and business models in terms
consolidate staffing levels. Now that you have set your goals, you need to know how to ensure of their customer service proposition. A clear, defined approach is not always evident in the way
you launch a successful operation that meets the wider needs of the company. This session will organisations source and deliver internal support services. Options range from in-sourced,
cover pertinent aspects of mitigating costly mistakes and risks of failure when setting up, onshore models, to outsourced, offshore models with most organisations choosing one strategy
enhancing or simply rebuilding a shared service or outsourcing function. or the other. This session will cover how value can be created through solid business case
examples that can be taken onboard by many industries.
What you will learn:
• How to overcome the key technical challenges of selecting a model that works for What you will learn:
your organisation • Identify your value goals
• How to work around resource constraints and budget pressures • Fine-tune the organisational structure to determine the key element for success while
• How to deal with transition and change management challenges creating value
• Steps to overcoming business case surprises • Strategies for investing in people, processes and technology
• Valuable lessons on constraints in creating the business case
Your workshop director: • Understand and achieve your ROI goals
Ravindra Rao, Global Finance Transformation Lead EMEA, Honeywell
Your workshop director:
Pieter Reynders, Shared Services: Financial Controller & Project Manager, Jumeirah Group
Join us on:
Facebook Linkedin Twitter Visit www.sharedservicesmesummit.com to know more
IQPC provides business executives around the world with tailored practical conferences, large scale events, topical seminars and in-house training programmes, keeping them up-to-date with
industry trends, technological developments and the regulatory landscape. IQPC’s large scale conferences are market leading “must attend” events for their respective industries.
IQPC produces more than 1,700 events annually around the world, and continues to grow. Founded in 1973, IQPC now has offices in major cities across six continents including: Bengaluru,
Berlin, Dubai, London, New York, Sao Paulo, Singapore, Stockholm, Sydney, and Toronto. IQPC leverages a global research base of best practices to produce an unrivalled portfolio of conferences. www.iqpc.ae
For more information or to register Tel: +971 4 364 2975

3. Summit day one: Monday, 14 February 2011
08:45 Registration and early morning coffee Setting up a Shared Service Center
09:00 Chairman’s welcome 13:45 Creating an HR Shared Services Centre within a large organisation
• Identifying a value proposition for a shared services organisation and defining which service
offerings to provide
Optimising cost-efficiency – key models and methods • Balancing the drive towards a long-term vision with strong short-term milestones
• Building and transitioning a new team to meet the evolving needs of the business
09:15 Discussing the strategic global and local developmental aspects of shared services and • Engraving process thinking and measurement into the function
outsourcing in the Middle Eastern and North African markets Colin Gow, Group Head of HR Operations, Al Futtaim
• What are the most competitive SSO models? Bryan Fuge, Group Head of Recruitment, Al Futtaim
• Evaluating the advantages of SSO: What works and what doesn’t work in these markets?
• Deciding why you should implement an SSO function and the long-term benefits of doing so 14:30 Leveraging and optimising operational excellence through strategic sourcing
• Evaluating the need for strategic sourcing and deciding on a model that works
• Developing a business case to support the implementation of shared services and outsourcing
• Setting criteria for selecting a service provider: Determining what your company needs right now
• Examining how shared services can assist in managing cash and operational risks • Discussing what to look out for in partnership agreements
• Understanding how companies are making smooth transitional changes to shared services in • Delivering sustainable outsourcing agreements through diverse sourcing methods
the wake of the economic downturn • Creating a solid validation process that incorporates an agreeable value proposition to all stakeholders
Ravindra Rao, Global Finance Transformation Lead EMEA, Honeywell Indranil Guha, Manager, IT Infrastructure & Services, Roads & Transport Authority (RTA)
10:00 Examining the continued role of an outsourcing decision and roll-out and key lessons 15:15 Mid-afternoon refreshments
learned on various models 15:45 Creating a customer-centric finance shared Shared services in HR transformation
• Evaluating strategic imperatives and tactical grounds for outsourcing service operation • The role of strategic HR management in
• Discussing the characteristics of successful outsourcing relationships • Reaching new levels of efficiency in financial achieving business results
• Five things to look out for when developing and managing outsourcing integration back office support • Developing the HR Shared Service concept
DISCUSSION GROUPS
Ayed Al-Ruwaili, Group Leader & Communications Engineer, Saudi Aramco • Procure-to-pay processes: Mastering the art of by evaluating core and non-core services
cutting costs and resources where necessary • Aligning HR services with needs of customers
FOCUSED
10:45 Mid-morning refreshments • Achieving proper compliance management Jawwad Qazi, Director, Shared Services
within the business unit Operations, Mazrui Holdings Company
11:15 Discussing and evaluating the hybrid model: Lessons learned from Dubai Bank • Evolving delivery models beyond the shared
• Creating a sound business with realistic views of your capabilities, processes, cost and services function
Ravindra Rao, Global Finance Transformation
need for control
Lead EMEA, Honeywell
• Discussing the benefits of the hybrid model with regards to control and why this may not work
Pieter Reynders, Shared Services: Financial
in other industries Controller & Project Manager, Jumeirah Group
• Overcoming the difficulty of third party dealing with data: How to overcome loss of managerial
control, threats to security and confidentiality
• Reviewing the available technology platforms to aide in the success of the hybrid model 16:30 Walking through best practice scenarios in shared services and outsourcing:
An international overview of codes and standards
Zubair Ahmed, Head of IT Business Management, Dubai Bank
• Determining how many services you should integrate into one shared services and/or outsourcing
• Creating quality standards and performance benchmarks for your off-shoring activities
12:00 Understanding various models and methods for creating support services for government entities • Discussing the difference in decreasing operating costs from SSC or BPO: Can one use these
• Understanding the full process and various models used for transitioning to shared services two together?
• Learning about some of the hidden costs associated with the transition Devidu Anand Venkateswaran, Process Excellence & Business Process Re-Engineering Expert,
• Discussing the critical success factors and cultural challenges and opportunities Gulf Bank & CEO, International Performance Excellence (IPE)
• Ensuring that the capabilities of the team support the implementation of a new operating model
17:00 Chairman’s closing remarks
Neelesh Antarkar, Director Strategy & Performance Management, Abu Dhabi General Services
17:15 End of summit day one
12:45 Networking lunch for delegates and speakers
Fax: +971 4 363 1938 Email: enquiry@iqpc.ae

4. Summit day two: Tuesday, 15 February 2011
08:30 Early morning coffee 13:45 Taking your Shared Services business case to the next level: When is it appropriate to
move to the next implementation phase?
09:00 Chairman’s welcome • Creating value through Shared Services and models required to understand and build the
business case
Creating value in your shared services and outsourcing initatives • Tools for building a compelling business case
• Moving from the business case to transformation
09:15 Recognising clear advantages of outsourcing and what organisations in the Middle Pieter Reynders, Shared Services: Financial Controller & Project Manager, Jumeirah Group
East are currently doing
• Determining the appropriate time to bring services back in-house 14:30 Becoming competitive in a global market through managed services such as contact centers
• Learn about some of the hidden costs, associated with the transition • Discussing ways businesses can create the right conditions for outsourced services
• Deciding who to structure your business outsourcing relationships with • Determining how your managed services can control costs, enhance processes and provide
• Discussing the roles of the buyer, provider and advisor to the outsourcing function business intelligence
Mohamed Shah, VP – Technology & Infrastructure Services, Knowledge Economic City Developer • Dealing with loss of managerial control and threats to security and confidentiality when utilising
managed services
10:00 How Cloud Computing is changing the face of shared services and outsourcing Russ Sandlin, Executive Manager of Contact Center, Gulf Bank
• Determining organisational structure and culture needed to support the move to Cloud computing
• Understanding the Cloud structure and transitioning to Cloud services from siloed solutions 15:15 Mid-afternoon refreshments
• Addressing data management issues and challenges for IT in a Cloud-sourced world
• Developing contracts and agreements: Rethinking the role of the contract when working with Ongoing tools for evaluating your shared services and outsourcing initiatives
commercial providers and partner institutions
Zaki Sabbah, Chief Information Officer, Zamil Group 15:45 Using KPIs to improve Shared Services Centre maintenance
• Discussing KPIs and their importance in maintenance
10:45 Mid-morning refreshments • Ensuring that all KPIs reflect organisational goals
• Making KPIs quantifiable
11:15 Adopting standards to support Shared Services and Outsourcing in the region Eng. Shadi Ghamri, Head of Technical Services, Saudi Electricity Company
• Discussing the various types of regulation lacking to make outsourcing a viable business function
and to protect stakeholder information 16:15 Measuring the performance of your SSO
DISCUSSION
• Developing solid standards for transparency between providers by benchmarking against • Incorporating performance measurement into service level agreements
PANEL
industry practices • Setting up baseline measures and benchmarking touch points
• Educating governments on the successes of shared services and outsourcing and how it can be • Utilising customer-facing metrics and customer satisfaction surveys
successfully executed if regulated • Understanding the Balanced Scorecard
• Evaluating the risks and benefits and optimising this to deliver better value Dr. Wafi Dawood, Chairman, Dubai Quality Group
Russ Sandlin, Executive Manager of Contact Center, Gulf Bank
Zaki Sabbah, Chief Information Officer, Zamil Group 16:45 Chairman’s closing remarks
Eng. Shadi Ghamri, Head of Technical Services, Saudi Electricity Company
Mohamed Shah, VP – Technology & Infrastructure Services, Knowledge Economic City Developer 17:00 End of summit day two
12:00 Standardisation of global processes – is this possible, or even necessary?
• To what extent can processes be transferred effectively?
• Deciding which process to standardise and creating a plan of action for doing so
• Is there a manageable interface between culture and process?
Stuart Heath, Manager Dubai Transaction Centre (DTC), Halliburton
12:45 Networking lunch with delegates and speakers
www.sharedservicesmesummit.com

5. SSON provides research, training, and networking for over
4,500 shared services executive members from over 50
Middle East & North Africa countries around the world. Whether you need resources to
write a report, facts to benchmark performance against or
Shared Services of development we can support you.
simply want to meet some of your peers at the same stage
Sign up today, pay only $149.99 USD and receive benefits that will help you to take your
& Outsourcing Summit implementation to the next level. Website: www.ssonetwork.com
Email: info@ssonetwork.com Phone: +44 (0)20 7368 9300
is the number one subscription publication for Shared Services
The main driver of Shared Services and Outsourcing (SSO) is to reduce costs and deliver and outsourcing executives. Containing best practice case study
greater efficiencies through central departments or managed services. There are advantages approaches to strategic issues, every issue is a mine of innovative ideas and experience that
and disadvantages with both shared services and outsourcing and no ‘one model that fits all’. can help you to do your job better. It’s also the place to get the long view on trends in the
marketplace.
As the Middle Eastern and North African shared services and outsourcing functions mature, Our regular features include:
companies are geared toward accelerating cost savings and creating high performance back
• Culture and Communications • Captive vs Outsourcing mix • Customer satisfaction
offices. The Middle East & North Africa Shared Services & Outsourcing Summit will address key
• Driving Business Value • Multifunctional Scope • Globalization
challenges on selecting models and address the strategic decisions relevant practitioners and
• Talent – getting it and • Change management • Governance and compliance
CIO’s are faced with on a daily basis.
keeping it
If you’re looking for independent advice straight from your peers plus the bigger picture on the
shared services and outsourcing space Shared Services News delivers all of this and more.
Through panel discussions and key presentations attendees will learn how companies plan to
Join thousands of your peers and subscribe to be a premium member today to receive 10
incorporate SSO initiatives and streamline their processes and activities to reap the full cost
issues a year.
saving benefits of their back office operations and functions.
What our past attendees say about our Shared Services events:
Benefits of attending: "In no other conference have I seen such extensive dialogue - real interaction - between the
• Discover how to create value added services beyond simple cost cutting companies in need of services and solutions and those supplying the companies. Shared
• Learn about the most competitive shared services and outsourcing models: captive, Services & Outsourcing Week drives true collaboration and partnership, something we need
outsourced or hybrid more of in these difficult economic times."
• Learn the most critical practices when setting up a new shared services center Rick Arpin, SVP & Corporate Controller, MGM Mirage
• Take home examples on failed shared services and outsourcing tranformation and what
to look out for "It was great having so many companies and so many experiences being shared,
all in the same place. Definitely a successful and productive week"
Who will attend the Middle East & North Africa Shared Services Ruben Lopez, Operations Manager, Shared Marketing Services, HP Global Business Services
& Outsourcing Summit?
Sponsorship & exhibition opportunities
• CEOs, CIOs, COOs, and CFOs • Heads of Performance As an organisation who is leading the way in this sector, sponsoring a conference, or even taking
• Strategic Sourcing & Service • Heads of Financial and Administration an exhibition stand, is a fantastic way of raising your company’s profile within a certain market and
Delivery Directors Shared Services creating greater awareness of your brand.
• Operations & Business Services Directors • Heads of Technology Infrastructure Only at the Middle East & North Africa Shared Services & Outsourcing Summit will the highest-level
• Shared Services Directors / Managers • IT Shared Services Managers & Heads of IT decision makers attend in one place at one time.
• Finance Directors & Corporate Controllers • HR Shared Services Managers & Heads of HR • Can you afford to miss out on this opportunity?
• Procurement & Purchasing Directors • Support Services Managers • Do you have a product or service that our senior decision-makers and influencers need?
• BPO & Process Excellence Directors We have a range of business development / marketing and sales solutions that will be tailored to
specifically deliver on your business objectives. For more details, call +971 4 360 2801 or email
sponsorship@iqpc.ae

6. 5 WAYS TO REGISTER Any other discounts offered by IQPC
(including team discounts) must also require
Middle East & North Africa payment at the time of registration. All discount
Online: www.sharedservicesmesummit.com
Shared Services Phone: +971 4 364 2975
offers cannot be combined with any other offer.
& Outsourcing Summit Fax: +971 4 363 1938 CANCELLATION, POSTPONEMENT AND
Email: enquiry@iqpc.ae SUBSTITUTION POLICY:
Post: IQPC Dubai FZ LLC • You may substitute delegates at any time by
International summit: 14 - 15 February 2011 PO Box 502397 providing reasonable advance notice to IQPC.
Interactive workshops: 13 & 16 February 2011 Dubai, UAE • For any cancellations received in writing not less
than eight (8) days prior to the conference, you
The Mövenpick Hotel, Jumeirah Beach will receive a 90% credit to be used at another
Residence, Dubai, United Arab Emirates Mövenpick Hotel Jumeirah Beach IQPC conference which must occur within one
P.O. Box 282825 year from the date of issuance of such credit. An
Jumeirah Beach Residence administration fee of 10% of the contract fee will
Event Code: 17156.002 be retained by IQPC for all permitted
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