IAOP Chapter: San Francisco Bay Area

The 2010 Outsourcing Tools & Technology Symposium

Monday, October 25, 2010; 8:00 am to 6:00 pm
Symantec Corporate Campus in Mountain View, CA

The IAOP Global Technology Industry, San Francisco andOutsourcing Tools & Technology Innovation chapters will hold a one-day symposium where leading users and providers will share their experiences and best practices in the use of tools and technologies to improve the value from outsourcing and/or shared services. Speakers will share how they’ve used advanced tools and technologies to positively impact the financial performance, service quality, capabilities delivered, risk/compliance and overall governance of their existing contracts/relationships. For the first time, the leading tools providers in the industry will also come together to present how their advanced technologies can be put to work quickly and affordably to enhance outsourcing value to your organization.

The symposium is free to IAOP Corporate and Individual Professional Members. Non-Members are also welcome to attend free of charge by requesting a guest pass when enrolling. Attendance will be limited to the first 150 registrants.

Program:

The symposium consists of 3 speakers, 2 educational tracks and a tools networking/exhibition session: 

8:00 am – 8:30 am: Continental Breakfast – Complimentary

8:30 am – 8:40 am: Welcome & Introductions

8:40 am – 9:00 am: State of the Outsourcing Industry in use of Tools & Technology

9:00 am – 9:40 am: Keynote Speaker – Announced Soon

9:40 am – 9:50 am: Coffee Break – Complimentary

9:50 am – 10:40 am: User Speakers – Sessions 1, 2 and 3

10:40 am – 10:50 am: Breakout Session Coffee Break

10:50 am – 11:45 am: User Speakers – Sessions 4, 5 and 6

11:45 am – 12:45 pm: Luncheon – Complimentary

12:45 pm – 1:00 pm: Intro to Tools & Technology Showcase

1:00 pm – 2:20 pm:  Tools Providers (Five 15 Minute Sessions) 

2:20 pm – 2:30 pm: Coffee Break – Complimentary

2:30 pm – 3:50 pm: Tools Providers (Five 15 Minute Sessions)

3:50 pm – 4:30 pm: Closing Keynote Speaker

4:30 pm – 6:00 pm: Networking Reception & Tools Exhibition 

• Maximum of 150 registrations accepted
• 6-8 user speakers and 8-10 tools providers/exhibitors
• Open to IAOP Members – Non-Members may attend with a guest pass 
• No charge to attend the symposium
• All food & beverages are complimentary
• The event hotel is the Hilton Garden Inn: +1.650.964.1700 (Reservations must be made using the code ‘IAS’ by Oct 4, 2010 to be guaranteed the rate of $149)
• Sponsorships are available – contact Matt Shocklee at +1.415.694.2807
• Optional Sunday event – wine tasting tour – enroll when registering for the symposium Tour nearby Santa Cruz mountains and 3 wineries via tour bus – lunch provided. Bus departs Hilton Garden Inn at 11:30 am and returns at 5:30 pm. Cost for the wine tasting tour is $100/person 

Register at www.iaop.org/Tools_Symposium.

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Meeting held on July 22, 2010

This meeting of the IAOP San Francisco Chapter, co-chaired by Kirkland & Ellis LLP and Blue Shield of California, was held Thursday, July 22 from 3:00-6:00 pm at the Kirkland & Ellis LLP offices, 555 California Street, Suite 2700, San Francisco, California.

“Healthcare Industry Perspective and BPO Trends”

This session included a perspective on the Healthcare Industry including impact of the confluence of reform and state of the economy on it; emerging BPO drivers and trends, and process outsourcing practices and maturity.

Agenda

3:00 pm-3:20 pm: Arrival, registration

3:20 pm -3:30 pm: Welcome and opening comments, discussion of Chapter charter and structure, overview of IAOP, and introduction of participants.
Stephen Johnson, Kirkland & Ellis LLP, San Francisco Bay Area Chapter Co-Chair
Pradip Khemani, Blue Shield of California, San Francisco Bay Area Chapter Co-Chair

3:30 pm-4:55 pm: This session will cover the advisory and supplier perspective on the healthcare industry and their BPO trends.
Presenters will include:
Dr. Jeff Bauer, Vice President, Forecasting and Strategy, Affiliated Computer Services, Inc.
Richard Judy, Principal, Health Industries Advisory,PricewaterhouseCoopers
Krishnan Ethirajan, Insurance and Healthcare lead, Shared Services and Outsourcing Advisory, PricewaterhouseCoopers

Dr. Bauer, an internationally recognized health futurist and medical economist, is Vice President, Forecasting and Strategy, for Affiliated Computer Services (ACS), a Xerox Company. As a thought leader for the Healthcare/Finance/Insurance Solutions division of ACS, he forecasts the evolution of health care and develops practical, creative approaches to improving the medical sector of the American economy. Dr. Bauer has published more than 200 articles, books, Web pages, and videos on health care delivery. He speaks frequently to national audiences about key trends in health care, medical science, technology, payment, information systems, public policy, and creative problem-solving. With 20 years of consulting experience, he assists providers, purchasers, and payers with strategic planning and leadership education. Dr. Bauer also spent 17 years as a professor at two medical schools and served as Health Policy Adviser to the governor of Colorado. He was a Ford Foundation Independent Scholar, a Fulbright Scholar (Switzerland), and a Kellogg Foundation National Fellow.  

Rick Judy is a Principal in PwC's Health Industries Advisory practice based in San Francisco. Rick has been supporting primarily payer and provider clients for PwC since 1995 with assessment, strategy, design and implementation support in a variety of areas, including, M&A, Operations Improvement, Information Technology, Finance and Compliance. Recently, a portion of Rick's time has been helping organizations design and implement sustainable programs and processes that involve a complex set of evolving healthcare requirements and regulations, while balancing the needs of a continuously changing set of stakeholders, third parties, regulators, and outsourcers.

Krishnan Ethirajan leads the Outsourcing and Shared Services Advisory Practice for the west coast markets and for the Insurance and Healthcare sectors. Krishnan has managed large scale transformational outsourcing and shared-services programs both as a corporate leader and a management consultant. Prior to PwC, Krishnan was Head of Global Sourcing at Allstate Insurance, and was instrumental in managing the global shared service and outsourcing program (ITO and BPO). Prior to Allstate, Krishnan was Vice President at Gartner in the Global Sourcing Practice and previously was Regional Vice President, and part of Gartner’s Global Consulting leadership team managing the Central US and the Asia practice.

A meeting of the IAOP San Francisco Chapter, co-chaired by Kirkland & Ellis LLP and Blue Shield of California, wase held Thursday, April 22, 2010 at the offices of Kirkland & Ellis, 555 California Street, Suite 2700, San Francisco CA 94104.

Agenda

3:00 pm-3:20 pm: Arrival, registration

3:20 pm-3:30 pm: Welcome and opening comments, discussion of Chapter charter and structure, overview of IAOP, and introduction of participants.

Stephen Johnson of Kirkland & Ellis LLP, San Francisco Bay Area Chapter Co-Chair

Pradip Khemani of Blue Shield of California, San Francisco Bay Area Chapter Co-Chair

3:30 pm-4:50 pm: “Getting the Most Out of Your BPO Workforce”

This session will cover where in the BPO process that performance management starts and outline a roadmap to successful interaction between client and vendor.

Presenters:
Frank Matijevich, Sales Manager, Vengroff Williams & Associates, Inc.

4:50 pm-5:00 pm: Discussion of 2010 San Francisco Bay Area Chapter events
Stephen Johnson of Kirkland & Ellis LLP, Chapter Co-Chair
Pradip Khemani of Blue Shield of California, Chapter Co-Chair

5:00 pm-6:00 pm: Informal networking reception and cocktail reception
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Meeting held February 4, 2010

A meeting of the IAOP San Francisco Chapter, co-chaired by Kirkland & Ellis LLP, Blue Shield of California and Lifemasters Supported Selfcare, was held Thursday, February 4 from 3:00-6:00 pm at the Kirkland & Ellis LLP offices, 555 California Street, Suite 2700, San Francisco, California.

This session included a review of outsourcing industry in Central and Eastern Europe (CEE) region, the latest trends and newest developments in the region. The session analyzed why CEE countries present viable alternative as a first-class outsourcing destination.

Proposed Agenda

3:00 pm-3:10 pm: Arrival, registration

3:10 pm-3:20 pm: Welcome and opening comments, discussion of Chapter charter and structure, overview of IAOP, and introduction of participants.
Stephen Johnson, Kirkland & Ellis LLP, Chapter Co-Chair
Pradip Khemani, Blue Shield of California, Chapter Co-Chair
Christopher Long, Lifemasters Supported SelfCare, Chapter Co-Chair

3:20 pm-4:50 pm: “Outsourcing to Central and Eastern Europe circa 2010: Advantages and Dynamics”

This session will discuss the state of outsourcing industry in CEE countries with more detailed coverage of Ukraine, Czech Republic, and Belarus, where IBA and Intetics have significant presence. Participants will learn about the latest social and economic development in these countries, find out why the countries in CEE region are becoming an emerging force in the world of global sourcing. The session will also include case studies showcasing the success stories of the worldwide clients outsourcing to the region.

Presenters:
Sergie Zhmako, Business Development Center Director, IBA Group
Alex Golod, VP Global Delivery and Managing Partner, Intetics Co.
Lenka Kucerova, Director of West Coast Operations, CzechInvest

4:50 pm-5:00 pm: Discussion of 2010 San Francisco Bay Area Chapter events
Stephen Johnson, Kirkland & Ellis LLP, Chapter Co-Chair
Pradip Khemani, Blue Shield of California, Chapter Co-Chair
Christopher Long, Lifemasters Supported SelfCare, Chapter Co-Chair

5:00 pm-6:00 pm: Informal networking reception and cocktail reception
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Meeting held Thursday, November 12, 2009!

A meeting of the IAOP San Francisco Chapter, co-chaired by Kirkland & Ellis LLP, Blue Shield of California and Lifemasters Supported Selfcare, was held Thursday, November 12 from 3:00-6:00 pm at the Kirkland & Ellis LLP offices, 555 California Street, Suite 2700, San Francisco, California, and will also be available via Web conferencing.

David Baumann of TechNexxus LLC gave an overview on the issues in green outsourcing. Nitin Narkhede of Wipro Technologies spoke from the service provider's perspective on what is offered in terms of green approaches both in response to energy needs and in customer requests or requirements. Nick Sarkisian of Blue Shield of California spoke from the customer's perspective of green initiatives.

Agenda

3:00 pm-3:10 pm: Arrival and registration

3:10 pm-3:15 pm: Welcome and opening comments, discussion of Chapter charter and structure, overview of IAOP, and introduction of participants
Stephen Johnson, Kirkland & Ellis LLP, San Francisco Bay Area Chapter Co-Chair
Pradip Khemani, Blue Shield of California, San Francisco Bay Area Chapter Co-Chair

3:15 pm-5:00 pm: This session covered various issues related to green outsourcing, including presentations on both the customer-side and provider-side approaches. Panel will include:
David Baumann, SVP & General Counsel, TechNexxus LLC
Nitin Narkhede, General Manager - Technology Strategy & Innovation, Wipro Technologies
Nick Sarkisian, Senior Contract Specialist, Blue Shield of California

5:00 pm-5:05 pm: Discussion of 2009 San Francisco Bay Area Chapter events
Stephen Johnson, Kirkland & Ellis LLP, San Francisco Bay Area Chapter Co-Chair
Pradip Khemani, Blue Shield of California, San Francisco Bay Area Chapter Co-Chair

5:05 pm-6:00 pm: Informal networking reception and cocktail hour
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Meeting held Tuesday, June 23, 2009!

This meeting of the IAOP San Francisco Chapter co-chaired by Stephen Johnson of Kirkland & Ellis LLP and G. Scott Phillips of Accenture, was held Tuesday, June 23 at the Kirkland & Ellis LLP offices in San Francisco.

Chapter co-chair, Stephen Johnson welcomed IAOP Corporate Members Matt Shocklee of GSOS and Arijit Sengupta of BeyondCore Inc. as they introduced new IAOP member initiatives.  These initiatives, “IAOP OperatorEvaluator” and “IAOP Value Health Check Survey (VHCS)”, are designed to assist members and non-members worldwide in obtaining the maximum business value possible through outsourcing. 

“The IAOP OperatorEvaluator” initiative is built on the global success of IAOP’s professional skill development initiative, The Certified Outsourcing Professional (COP) program, and is designed to directly improve the quality and productivity of the workforce that are the backbone of the outsourcing industry.  Arijit Sengupta, IAOP Tools Chapter co-chair, explained how the individual outsourcing workforce, customers and service providers can all benefit quickly from this new initiative. 

“The IAOP Value Health Check Survey (VHCS)” is designed to assist members and non-members perform a rapid health check of the business value being delivered through their existing outsourcing contracts/relationships.  Matt Shocklee, U.S. Ambassador for IAOP,  demonstrated how this valuable initiative can provide a snapshot of the relative health of existing outsourcing relationships.

During the second half of this meeting, Stephen Johnson, co-chair from Kirkland & Ellis LLP, addressed issues related to the topic entitled  “Common Issues for Service Providers, Customers and Consultants: What Can You Do to Guard against a Partner’s Financial Difficulties?”  He examined  bankruptcies and other legal issues that may affect an outsourcing relationship and how to plan ahead.

The meeting concluded with an informal networking reception hosted by Kirkland & Ellis LLP.
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Meeting held – April 7, 2009

A meeting of the IAOP San Francisco Chapter was held on Tuesday, April 7, 2009 at the NetSol Technologies offices in Emeryville, California.

Chapter Chairs Stephen Johnson of Kirkland & Ellis LLP and G. Scott Phillips of Accenture welcomed a panel of experts who discussed “Hosting SaaS Solutions”.  SaaS or Software-as-a-Service, allows companies to focus their attention and budget on the applications and the results of the applications.  Without SaaS, focus and budget are often dominated by IT, hardware and support infrastructure.  The panel discussed various types of outsourcing software, online services and broader on-demand services.  Panel members included: Mitch Van Wye, COO from NetSol Technologies, George Bradford, Strategic Alliance Manager from Rackspace, and Aaron Hollobaugh, Director of Marketing from Hosting.com.

An informal networking reception followed the program.

Meeting held – December 9, 2008

A meeting of the San Francisco Bay Area Chapter was held on December 9, 2008 from 3:00 – 7:00 p.m. at the Kirkland & Ellis LLP office in San Francisco, CA.

Chapter co-chairs Stephen Johnson of Kirkland & Ellis LLP and Scott Phillips of Accenture introduced a panel of healthcare industry representatives from Blue Shield of California, PricewaterhouseCoopers and HOV Services who spoke on the topic of HIPPA.  The meeting entitled “HIPPA and Holiday Cheer” discussed HIPPA and its impact on outsourcing for healthcare and non-healthcare companies, as well as overall healthcare outsourcing trends.
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Meeting held – August 26, 2008

A meeting of the San Francisco Bay Area Chapter was held on August 26, 2008 from 3:00-6:00 pm (PDT) at the Kirkland & Ellis LLP office, 555 California Street, 27^th floor, San Francisco, CA. 

Chapter co-chair, Stephen Johnson of Kirkland & Ellis LLP welcomed Darren Lamberti and Bud Mathaisel of Achievo who spoke on “IT Security and IP Protection in an Outsourcing Environment.”  This presentation addressed best practices including IP protection, business continuity, documentation, disaster planning and recovery, as it related to the ISO 27001 certification.
 
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Meeting held Tuesday, March 11, 2008

A meeting of the San Francisco Bay Area Chapter, co-chaired by Stephen Johnson of Kirkland & Ellis LLP and Scott Phillips of Accenture, was held from 3:00 p.m. to 6:00 p.m. (PST) on Tuesday, March 11, 2008 at the Kirkland & Ellis San Francisco Office, 555 California Street, Suite 2700, San Francisco. 

The meeting program included a panel comprised of Bryan Mekechuk of neoIT(Canada), Eric Johnson of Quatrro(Sri Lanka), Dan Kuperstein of Globant (Argentina) and Raju Bhargava of Global Upside (2nd & 3rd tier cities of India)who discussed "Alternative Outsourcing Locations.”
 
Most customers are aware of the major outsourcing destinations but what about lesser known and alternative locations? This panel discussed the motivations to choose such locations, the advantages and possible disadvantages.  They focused on company requirements that influence the location and how the locations play an important role as well as strengths, infrastructure, availability of skilled resources/turnover, and misconceptions.

The meeting was followed by a reception from 6:00 p.m. to 7:00 p.m. (PST)
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Holiday Party Held - Tuesday, December 4, 2007

The IAOP San Francisco Bay Area Chapter held a Holiday Party at Restaurant Zibibbo.   A festive time was had by all!
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Meeting Held – Tuesday, October 2, 2007

Outsourcing Tools Workshop
On October 2^nd the San Francisco Bay Area held a meeting at theGarden Court Hotel in Palo Alto, California. 

Chapter Co-Chair, Scott Phillips of Accenture introduced Jim Diggs, of Janeeva, who discussed the Landscape of Outsourcing Tools by describing the types of tools as they apply to different phases in the outsourcing agreement life cycle.

Following that, Dean Davison, of neoIT, discussed The Outsourcing Tools Market by describing the overall status of using tools to manage governance and technology hurdles.  An overview of the types of outsourcing tools that exist and the major vendors was presented.  An informal networking reception and cocktail hour immediately followed the question and answer session.
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Renegotiating Outsourcing Arrangements

 Most outsourcing relationships will diverge from the original contract structure, either because of erroneous initial assumptions, simple mistakes or changing circumstances.  When should a renegotiation occur and what is the best approach?  Should a party worry about appearing weak?  How useful are legal arguments?  Are all renegotiations a “win-win” or can a party lose out? Join us for a panel discussion about the reality of deals gone wrong and deals improved, featuring speakers from Sun Microsystems and Kirkland & Ellis.

Date: July 31, 2007

Time: The meeting took place from 3:00pm – 5:00 pm at the Kirkland & Ellis LLP’s San Francisco office at 555 California Street, San Francisco, CA.
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Foreign Exchange Workshop for Outsourcing Professionals

Will the dollar drop in 2007? Will changes in currencies have a strategic impact on outsourcing's competitiveness? In India? In China? In Eastern Europe? In Brazil? Which countries will be up and which will be down relative to the dollar?

Can my firm use hedging to enhance (or at least save) profitability? What does it cost?

 

The most recent meeting of the San Francisco Bay Area Chapter of IAOP, co-chaired by Kirkland & Ellis LLP and Accenture, for a 'Foreign Exchange Workshop Outsourcing Professionals' took place on May 9, 2007, at Accenture's Palo Alto office at 1661 Page Mill Rd., Palo Alto, CA.

We heard presentations from Ramon Espinosa and Guillermo Estebanez, Senior Strategists of Bank of America's FX Strategy Team, including forecasts for the dollar against key foreign currencies used in outsourcing, and a review of options for mitigating foreign exchange risk.

We heard lessons from the front lines from Brad Volmer, CFA and Assistant Treasurer for Sun Microsystems, who joined us to discuss some of the tools used by Sun to mitigate foreign exchange risk.