PRE-CONFERENCE WORKSHOP DAYWEDNESDAY, NOVEMBER 28, 2018

8:00am REGISTRATION FOR WORKSHOPS & CONTINENTIAL NETWORKING BREAKFAST

8:30am WORKSHOP A: DRIVING SHARED SERVICES SUCCESS AT EVERY STAGE OF THE JOURNEY --- STRATEGIES AND TACTICS FOR LONG-TERM SUCCESS Far too often, organizations invest heavily in the upfront planning and implementation of their shared services model only to let their shared service center stagnate over time. However, successful Shared Services operations continue to adapt and expand after the initial launch to meet the ever changing needs of their internal customers.. In this workshop, we will provide detailed strategies and tactics essential in every stage of your journey to stabilize, standardize, and innovate your shared services operations—pre and post launch. Specifically, we will discuss:

∙ Building a long-term strategy for success

∙ Establishing a continuous improvement culture

∙ Measuring and analyzing performance

∙ Building your talent

10:15am MORNING NETWORKING REFRESHMENT BREAK

10:30am WORKSHOP B: INTELLIGENT AUTOMATION BOOTCAMP While RPA has been the buzzword for the past few years, it has become clear that the question of “Is it just hype?” has been laid to rest. Instead, the question is “How your institution can leverage RPA, cognitive and AI technologies?” This Boot Camp will discuss what is involved in establishing an intelligent automation program, including: the benefits it can provide, the roadblocks to its success and its potential to add value to your institution. By attending this workshop, you will learn about:

∙ Intelligent automation’s capabilities and what it can offer in the years to come

∙ How the technology works including a real-live demo and solution provider comparison

∙ Applicable processes that can utilize these technologies and case studies of successful implementations

∙ How to develop a stakeholder engagement plan and a robust business case

∙ How to determine a realistic timeline for your intelligent automation journey

Phil Searle Founder & CEO Chazey

Craig Ackerman Principal Chazey Partners

Hosted by

12:15pm WORKING LUNCH & LEARN

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PRE-CONFERENCE WORKSHOP DAY continued

12:45pm WORKSHOP C: HOW TO SUCCESSFULLY RECRUIT & RETAIN ENGAGED EMPLOYEESAll successful organizations are built on the foundation of talented and dedicated staff. But given resource constraints and a tight labor market, it can be difficult to attract and retain extraordinary individuals. This interactive workshop will address questions pertaining to every organization’s most critical resource – its talent pool. The workshop will be conducted in two parts.

Part A will consist of a PowerPoint presentation

Part B comprises hands-on breakout discussions in which attendees will be paired with colleagues from other higher education institutions to discuss their challenges of retention and recruitment, including:

∙ Recruitment and retention strategies

∙ Barriers to employee satisfaction

∙ Meaningful career-paths and work-life balance, and how to create them

∙ Proven success tips for meeting these challenges

Tamara V. Hill MA, CRA, Sr. Director, Research Administration Services, - Cancer & Imaging Emory University

2:30pm AFTERNOON REFRESHMENT BREAK

2:30pm WORKSHOP D: MANAGED PRINT WITHOUT REVOLUTIONDuring this workshop, presenter will share valuable information on how organizations, just like yours, have tackled the behemoth of enterprise print with quantifiable results while avoiding disaster. Managing the cost associated with printing, scanning and securing documents has never been more important than in today’s budget centered climate. You will leave with a fresh perspective at where print management stops and the real people make it happen.

Mark Spears Account Executive Mid-South Region Pharos

Hosted by

4:30pm CLOSE OF WORKSHOP DAY

“Great to talk to other people in similar situations and hear both success and failures.” University of Connecticut

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MAIN CONFERENCE DAY ONETHURSDAY, NOVEMBER 29, 2018

7:45am REGISTRATION & NETWORKING BREAKFAST

8:15am CHAIRPERSON’S WELCOME & OPENING REMARKS

8:30am KEYNOTE SESSION: PRUNING FOR GROWTH: REFOCUSING INSTITUTIONAL RESOURCESThe vast majority of institutions are either actively engaged in the practice or considering the concept of shared services. The motivations are often cost savings/budgetary constraints, improvement of quality of services/staffing, lack of capability/capacity, safety concerns/liability of service, command from governing bodies, and/or pressure from peer institutions. It is imperative for higher education leaders and managers to attend to how the effective use of shared services can promote institutional effectiveness and efficiency. Pruning nonproductive operations allows both time and resources for focusing on institutional priorities.This session addresses:

∙ Perception(s) of risk

∙ Decentralized and fragmented systems

∙ The limitations of cost confinement

∙ Fear of failure and re-starting

∙ Resistance to change

Dr. M Christopher Brown II President Kentucky State University

9:15am CRAFTING A SHARED SERVICES IDENTITYThe very term “Shared Services” invokes many reactions, namely fear and negativity. Much of the negativity surrounding “Shared Services” comes from the common misperception that “Shared Services” is only about cost reduction and ultimately, headcount reduction. This thinking leads to concerns about control, anxiety about resources, and fears about job loss. But “Shared Services” fully embraced, offers more than a cost-containment strategy. Realizing the full potential of “Shared Services” means that the true value of the implementation exercise and resulting enterprise are sure to be found.This session will discuss the:∙ The development of a “Shared Services” identity on campus∙ How that identity can be a foundation for delivering value over and above any cost-containment strategy

Pam Gabel Executive Director shared Service Center University of Michigan

10:00am INNOVATION ZONE AND REFRESHMENT BREAKEnjoy a cup of coffee and learn more about what all our solution providers have to offer during our Demo Drive. Also, as an added bonus, those who participate in our Demo Drive will be automatically entered into our Prize Raffle!

10:45am PANEL DISCUSSION: WHAT’S THE BEST SHARED SERVICES MODEL FOR YOU? A COMPARATIVE ANALYSIS OF THE VARIOUS SHARED SERVICES MODELSIn the higher education shared service space, “one size fits all” simply does not work. Based on your organization’s size, geographical layout, departments’ project & process needs, customer base, and faculty and staff buy-in, one shared services model or a combination of several might be best for your specific SSO. But how do you determine which model or models are best suited for your university’s overall shared services initiatives?

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In this discussion, we will discuss:

∙ A variety of shared service models – including centralized, cluster, and others models – and the pros & cons of each:

∙ How to determine which model would be most ideal for a specific department---or several departments spanning various locations

∙ Upfront costs, potential cost-savings, and the logistics of transforming your various administrative departments into a successful shared services model

Lee Smith Associate Vice President, Performance Improvements & Business Analytics University of Louisville

Pam Gabel Executive Director shared Service Center University of Michigan

11:30am INTERACTIVE DISCUSSION GROUP (IDGS) – YOU PICK 2 Our facilitated, Interactive Discussion Groups (IDGs) optimize peer-to-peer learning by crowdsourcing solutions to common challenges surrounding SSOs. The connections you make through the IDGs will likely be your most valuable takeaways. You will have the opportunity to sit in on two 30-minute sessions with groups capped at 20 to maximize the value of conversations. Choose from TWO of the below.

MAIN CONFERENCE DAY ONE continued

SLAS: EVALUATING THE GOOD, THE BAD, AND THE UGLY STRATEGIES TO HANDLE CHANGE MANAGEMENT MISHAP

Melissa Long Shuter Executive Director of Business Operations University of Louisville

Stephanie Avallone Director, Yale Shared Services Yale University

NAVIGATING LEADERSHIP CHANGES: HOW DO YOU EFFECTIVELY COMMUNICATE SHARED SERVICES ROI TO NEW MANAGEMENT

SHARED SERVICES OPTIMIZATION: PERSONALIZATION VS. STANDARDIZATION

Tamara V. Hill, MA, CRA Sr. Director, Research Administration Services, Cancer & Imaging Emory University

Whitney Pugh Executive Director of Budget & Planning Utah State University

1:00pm FIND YOUR FLOCK NETWORKING LUNCH & LEARNJoin a table of your peers, based on topic interest and whether you are a large, mid-size or small private or public university, to discuss similar challenges and solutions.

2:00pm CASE STUDY: HOW DUQUESNE UNIVERSITY SUCCESSFULLY IMPLEMENT A LIFT & SHIFT SHARED SERVICES MODELOne of the most popular approaches to implementing Shared Services is to take processes as they currently exist and transition them – unchanged -- to a centralized location. This “lift and shift” approach will provide a safer path to success and has the distinct advantage of a shorter transitional timeline and the least amount of disruption on the transformation journey. At the same time, it carries the risk of not maximizing the value of the transformation and consolidating imperfect processes into a harder-to-manage knot for the shared services organization. Join this session to hear how Duquesne University successfully deployed a lift and shift model and making it work when building a team. Discussion will give insight into

∙ What their model looks like, including personnel structure Initial challenges

∙ How they overcame those challenges

∙ Why this model has been successful

Chase Loper Director, Shared Services Duquesne University

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MAIN CONFERENCE DAY ONE continued

TRACKED SESSIONS BEGIN Customize your learning. You are welcome to move in and out of the tracks as you see fit. Attending as a group? Why not split up and attend different sessions – and

share your notes?

TRACK A: PLANNING & LAUNCHING YOUR SSONew to shared services? Then this track is for you. Find out how others before you have successfully planned and launched a new shared services initiative

TRACK B: EVOLVING/MATURINGYou have successfully implemented a shared services organization and are wondering what’s next? How can you take your shared services to the next level and what does that look like?

4:00pm ESTABLISH A COMPELLING VISION FOR YOUR SHARED SERVICES SUCCESS Before you can successfully implement a new SSO model, you must identify what SSO success means for you and your organization. In this session, find out how to jumpstart your SSO journey by effectively conducting cost/benefit analysis, build a powerful case for change and engage stakeholders from day one. Attend and get the inside scoop on:

∙ Key considerations and questions to ask before planning your SSO journey

∙ How to ensure that your SSO strategy aligns with organizational objectives

Lee Smith Associate Vice President, Performance Improvements & Business Analytics University of Louisville

LEVERAGING KPIS AND SLAS TO DRIVE BUSINESS GROWTH AND OPERATIONAL EXCELLENCEIn today’s ever–changing business environment, there is increased pressure to provide a high quality of service to your customers. Delivering services that are standardized, optimized, simplified, and controlled becomes essential for Shared Services to stay competitive, drive employee satisfaction, and deliver cost efficiency. In this session, we will explore ways to help set up proper KPIs and SLAs in order to achieve operational excellence and take your SSC to the next stage in its evolution. We will discuss:

∙ Collaborating with key stakeholders in defining SLAs and KPIs that will beuseful to drive visibility and accountability

∙ Tracking and measuring SLAs with an integrated approach to audit andcompliance.

∙ Ways to leverage KPI’s to partner with the business and drive end to endoutcomes

Stephanie Avallone Director, Yale Shared Services Yale University

2:45pm THE SECRET SAUCE FOR SUCCESSFUL SHARED SERVICE UNITSDo some of the student service process maps on your campuses resemble spaghetti? Learn the recipe for the secret sauce that has consistently enabled an Enrollment and Student Services (ESS) Unit at a large private university to consolidate and streamline diverse functions, departments, resources, and services into a cohesive student support unit that touches all areas of the campus, from recruitment to commencement and beyond. Dr. Stephanie G. Brown will share the ingredients she and her team utilize to successfully assess, design, implement, and maintain high functioning shared services for prospects, students, their families, and campus colleagues while ensuring compliance with federal and state regulations and institutional policies. You will also discover that once you have successfully integrated the secret sauce into your service areas, you can make necessary adjustments for your specific campus needs, as well as add other functions and business areas into your existing services.

Dr. Stephanie Brown Ed.D. V.P. Enrollment & Student Services Nova Southeastern University

3:30pm AFTERNOON REFRESHMENT BREAK

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MAIN CONFERENCE DAY ONE continued

4:45pm MAKING IT HAPPEN: MANAGING YOUR “GO-LIVE” CHECKLIST AND IMPLEMENTING YOUR NEW SSO Congratulations! You’ve built your business case, engaged your stakeholders, and have a clear picture of what you want out of your new SSO model…. Now, how do you make it happen? And what does life look like after “Go-live.” In this session, take home real-world guidance pertaining to:

∙ Building a new SSO team

∙ Launching new technology and preparing your teams for go-live

∙ Beating change resistance and driving user adoption through effectivesponsorship, communications and training

∙ Avoiding pitfalls and leveraging lessons learned

Pat Kuester, MPA Director, Education, Social & Biobehavioral (ESB) Shared Service Center The University of Kansas

Karla Williams Director of the College and Professional Schools Shared Service Center University of Kansas

FINDING THE RIGHT TALENT TO MEET THE NEEDS OF YOUR EVOLVING/MATURING SSOWith digital disruption impacting the workforce, enhancing your SCC 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 neededfor the future?

∙ How can you seek out a skill set that’s less transactional and more analytical?

∙ How do you develop succession and career planning strategies to supportand engage the next generation of shared services leaders?

5:30pm END OF DAY 1—NETWORKINGCOCKTAIL RECEPTION Join your fellow SSHE friends for an evening of lively conversation and libations

“ Extraordinary opportunity to learn from peers.” University of Louisville

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MAIN CONFERENCE DAY TWO FRIDAY, NOVEMBER 30, 2018

8:00am REGISTRATION & NETWORKING BREAKFAST

8:30am CHAIRPERSON’S RECAP

8:50am CHANGE MANAGEMENT: A VIEWPOINT OF BOTH SIDES - ORGANIZATIONAL AND EMOTIONAL INTELLIGENCE (EQ) Resistance to change is frequently cited as one of the most common reasons for change implementation failure. Studies point to a great debate over whether such resistance is caused by contextual (organizational) or individual (personality, emotional intelligence, etc.) factors. The truth is that both are at play. This session will explore contextual and individual factors that contribute to resistance to change, along with processes that can assist in minimizing resistance.

Michelle H. Smith Director Research Administration Services, Anesthesiology, Brain Health, Orthopaedics, and Surgical Shared Services Emory University

9:35am CASE STUDY: UNIVERSITY OF SASKATCHEWAN ROAD TO IMPLEMENTING A STRATEGIC BUSINESS ADVISOR HR & FINANCE MODELIn this session, our presenter will discuss:

∙ How a Relationship Management function acts as an advocate for deans and leaders in the delivery of Finance and Human Resource services

∙ How a Relationship Management function serves as a communication mechanism inwards to inform process improvements and outwards to implement changes andimprovements

∙ Lessons learned in implementation and next steps

Chantel Houle, B.Comm, MBA Director, Relationship Management People and Resources University of Saskatchewan

10:20am MORNING NETWORKING BREAK & DEMO PRIZE DRAWING

10:50am YOUR PEOPLE ARE YOUR BEST ASSET: BUILDING AND SUSTAINING YOUR SHARED SERVICES TEAMOf the many elements determining the success of Shared Services in higher education institutions, none is more key than your Shared Services team. Your team members must be deft communicators, keen listeners, and skilled technicians. They must be able to marry departmental needs with institutional policies and system configurations. They must be enthusiastic learners, willing to work together through change and challenges as a supportive unit. Building such a team is hard work; sustaining it is even harder.

Our interactive session explores the following questions:

∙ What are the qualities of a strong and successful Shared Services team?

∙ What qualities do individual team members need to bring to the table?

∙ What hiring strategies will bring the right people to the team?

∙ What training programs and activities will develop skills and foster personal and team growth?

∙ What are realistic expectations for team longevity? How do successful teams deal with staff turn-over?

Heidi R Tilghman Director, CAS Shared Services Communications University of Washington

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MAIN CONFERENCE DAY TWO continued

11:35am HITTING THE SWEET SPOT WITH PROCESS REDESIGNIn this session, a presenter from University of Louisville will share insight on how process redesign can benefit your SSO—saving time, improving cost. Discussion will also include:

∙ The important role technology plays in the process.

∙ Leverage user knowledge to redesign processes

∙ Capture key data for ROI calculations

∙ Collaborate with programmers who know what’s possible

∙ Support implementation with excellent service

Melissa Long Shuter Executive Director of Business Operations University Louisville

12:20pm CUSTOMER SERVICE EXCELLENCE---MAKE YOUR CUSTOMERS LOVE YOU BY ELEVATING THEIR EXPERIENCE WITHIN THE SSCBusiness environments demand change in service offerings; SSC’s must mature customer relationships to partnerships to gain access to operating requirements and to learn critical insights from the customer’s perspective. That means bringing partners in on the front end, involving them in the development of solutions, and collaboratively evaluating the partnership. Among the topics to be tackled:

∙ Contending with changing operating environments through partnership

∙ Collaboratively developing solutions that meet the customer’s mostpressing needs

∙ Gathering and using formal and informal feedback to improve the solutionand the partnership

∙ Enhancing the customer experience at all levels of the SSC

Jae-Anne Peace ConnectionPoint Director University of Saskatchewan

1:05pm NETWORKING LUNCH & LEARN During this luncheon, each table will be assigned a different topic. Choose the table based on the topic that interest you the most.

2:05pm MASTER CLASS A: DRIVE SSO SUCCESS FROM DAY 1 WITH A COMPELLING AND DATA DRIVEN BUSINESS CASE Before you can successfully launch a new shared services organization, you must first prove that it will create value for your organization by putting together an evidence-driven and persuasive business case. In this session, learn how to master the 3 key steps of building a solid business case – calculating the anticipated benefits; projecting potential costs; and conducting risk analysis of a new or evolving shared services initiative. In addition, take home best practices on how to:

∙ Develop an accurate current- state baseline to compare against externalbenchmarks and highlight key opportunities for cost reduction

∙ Successfully quantify and communicate both the financial and strategicimpact on your SSO

MASTER CLASS B: SERVICE INNOVATION – BUILDING & EMBEDDING A CULTURE OF CONTINUOUS IMPROVEMENT INTO THE DNA OF YOUR SS PROGRAM TO DRIVE SUSTAINABLE RESULTSFor a Shared Services organization to evolve and move up the value-chain, a common continuous process improvement (CPI) foundation is critical. The process of driving innovation and fostering a culture of continuous improvement should include several important elements, among them a mindset of personal and collective accountability to deliver results and a climate that empowers your staff to drive improvements.

In this workshop you will learn how to:

∙ Develop transparent top-to-bottom metrics∙ Drive noticeable performance improvement∙ Achieve organizational engagement that will lead to support from the highest

levels of your organization∙ Create a culture in which you and your team are constantly striving for

improvements∙ Embed CI within your team and across all business functions

Whitney Pugh Executive Director, Budget & Planning Utah State University

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3:05am COMMUNICATION—THE BREAD & BUTTER OF A SHARED SERVICES SUCCESS PRE & POST LAUNCHFar too often, organizations drop the communication ball after their SSO goes live. However, effective communication is essential to the success of a l SSO at every stage of the journey—before, during, and after implementation. Keeping all stakeholders informed will lessen fear and anxiety, reducing the inevitable resistance to change. In this session we will discuss:

∙ What communication tools and platforms may be best for your messaging – your website, social media, mobile apps

∙ How to craft and deliver a compelling message without ruffling the feathers of your faculty, management, or student body

∙ Why it is imperative to continuously communicate with all units/departments

∙ What resources you can use to help deliver your message in a positive and effective way

∙ Why a “one size fits all” approach will not work across all departments

3:50pm BENCHMARKING BREAKOUT DISCUSSIONSJoin your colleagues in these presentation-free discussions. Choose one table or move between discussions

4:30pm FIRESIDE CHAT: HOW DIGITAL PLATFORMS AND TECHNOLOGY CAN OFFER ENHANCED CUSTOMER EXPERIENCE & DELIVERABLES, EFFICIENCY AND REDUCE OPERATIONAL COSTS∙ The variety of digital technologies/platforms and how they can be utilized by SSO

∙ How social media platforms can be utilized to offer enhanced customer service, program transparency and help your change management initiatives

∙ Challenges you may encounter in your digital transformation

∙ How will RPA and AI change the SS Higher Education landscape

5:00pm END OF CONFERENCE—SEE YOU NEXT YEAR!

MAIN CONFERENCE DAY TWO continued

TABLE 1: HOW TO EFFECTIVELY MANAGE YOUR SSO MARKETING, PR & COMMUNICATION

TABLE 2: TURNAROUND TIMES: TRANSACTIONAL & CUSTOMER SERVICE DELIVERY

TABLE 3: EMPLOYEE ENGAGEMENT

“Great event with wonderful, intimate opportunities to share ideas and best practices!”Ernst & Young

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