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Outsourcing Governance Vendor Management ITIL

Outsourcing Governance Vendor Management ITIL

 

IAOP Chapter: NorCal
(formerly San Francisco & Global Technology Industry)


Joint Meeting to be held September 18, 2014

The IAOP NorCal Chapter, co-chaired by CGI, CapgeminiCooley LLPHotwireKirkland & Ellis LLPDeloitte Consulting and Wells Fargo in conjunction with the IAOP Outsourcing Tools & Technology Chapter, co-chaired by The University of St. Thomas, Genpact, Baker & McKenzie, KPMG, SirionLabs, Avasant, Enlighta, Microsoft, Virtual Operations and Walgreens , will hold a half-day symposium on September 18, 2014 from 1:00pm to 6:30pm PDT at the offices of Cooley LLP, 3175 Hanover Street, Palo Alto, CA, 94304.
 
 
1:00 PM  Registration & Pre-Event Networking
 
1:30 PM  Kick-Off & IAOP NORCAL & Tools Chapter Update
 
1:40 PM  Keynote 1: “Global Sourcing Insights and How Advanced Tools & Technologies are Impacting the Global Financial Services Industry – Wells Fargo Perspective” by Sean Eddy, Senior Vice President, Enterprise Global Services, Wells Fargo
 
2:20 PM  Brief Break
 
2:25 PM  Break-Out Sessions – Track 1
Session 1A: “
Brace for Impact: Why Robotic Process Automation Will Forever Change Outsourcing” by Dan McCue, Senior Vice President, F&A Practice, Sutherland Global Services and Dan Hudson, Managing Director and Co-Founder, Virtual Operations
Session 1B: “A Case Study – Transforming Strategic Partnership Governance using Tools and Automation at UCB - a Leading Global Bio-Pharma Enterprise” by Constanze Nuesperling, PHD, VP Partnership & Performance Management and Nipun Sehgal, CEO of Enlighta
Session 1C: "How Delphi, a F500 company and leading automotive manufacturer is using advanced technologies to   unlock new value from their Systems of Record utilizing Systems of Engagement solutions“ by Gary Lynam, VP, Genpact Akritiv Operations            
 
3:15 PM  Brief Break
 
3:20 PM  Break-Out Sessions – Track 2
Session 2A: “Financial Services Regulatory Compliance and Supplier Performance Management – USAA’s Journey to Transform Enterprise-Wide Supplier Management” by Glenn Ellis, Director Enterprise Supplier Management, USAA and Nipun Sehgal, CEO of Enlighta
Session 2B: “A Case Study - Governing Multi-Sourcing Environments Using Advanced Tools & Technologies” by Claude Marais, President & Co-Founder of Sirion Labs
 
4:10 PM  Brief Break
 
4:15 PM  Keynote 2: “Reshaping the Extended Enterprise through Social Media Technologies” by Bob Zukis, CEO of Bloomfire & Author of Social Inc.
 
4:55 PM  Chapter Meeting Wrap-Up by Chapter Leadership Teams
 
5:00 PM  Networking Session Hosted by Cooley, LLP
 
6:30 PM  Meeting Adjorns

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LEAD ORGANIZATIONS













Wells Fargo

 

LEADERSHIP


Donald Piotter, Co-chair 
Deloitte

Neil S. Hirshman, COP, Co-chair
Partner
Kirkland & Ellis LLP

Douglas Holden, Co-chair
CGI

Pete Burns, Co-chair
Partner
Cooley LLP

R. Arun Kumar, Co-chair
Senior Vice President
Capgemini

Eric W. Budgin, Co-chair
VP-Business Initiatives
Wells Fargo

Executive Advisory Committee
Tom Connors
Associate, Kirkland & Ellis LLP

Christopher A. Long, COP
President, ClearTurn Consulting, Inc.

 

PRIMARY PURPOSE

The Northern California Chapter is designed to bring together the professionals across all of the outsourcing communities (i.e. customers, providers, advisors, academics, government agencies and associations) in the Northern California region that  are involved or interested in outsourcing and who share a common goal of enhancing the outsourcing profession.

MEETING FREQUENCY

Quarterly

MEETING TYPE

Face-to-face (office, meeting room); social (restaurant); teleconference

NON-SOLICITATION POLICY

All IAOP Chapters adhere to the non-solicitation policy. Click here to view the policy.


Past Meetings

LAST 10 MEETINGS


Meeting held April 24, 2014

The latest meeting of the IAOP NorCal Chapter, chaired by Blue Shield of California, CGI, Capgemini, Cooley LLPHotwireKirkland & Ellis LLPDeloitte Consulting and Wells Fargowas held on April 24, 2014, from 3:00 pm to 6:30 pm PST, at the offices of Kirkland & Ellis LLP, 555 California Street, San Francisco, CA 94014 - Room MP-27, 27th Floor.

Topic of discussion was the "Outsourcing Industry - 2014 & Beyond."

Following is the meeting agenda:

3:00 PM           Pre-Networking and On-Site Registration
 
3:30 PM           Meeting Starts
                        - Chapter Introduction (Neil Hirshman, Partner, Kirkland & Ellis LLP)
                        - IAOP Update (Matt Shocklee)
 
3:45 PM Outsourcing Industry - 2014 & Beyond (IAOP/Matt Shocklee)
 
4:30 PM Brief Break
 
4:35 PM Outsourcing Industry Outlook - Industry Perspectives & Panel Discussion
            - Healthcare - Christopher A. Long, President, ClearTurn Consulting, Inc
            - Banking/Financial Services - Eric W. Budgin, VP Business Initiatives, Wells Fargo
            - Technology – Matt Karlyn, Partner, Cooley LLP
            - Travel & Hospitality– Roman Kaplun, Director, Hotwire
            - State & Local Government - Gaurav Garg, CIO/MIS Head, City of Santa Clara          
 
5:35 PM Meeting Wrap-Up & Topics for Future Meetings – Open Discussion
 
5:45 PM Networking & Refreshment Session - Sponsored by Capgemini
 
6:30 PM Meeting concluded

Meeting held September 8, 2011

A meeting of the San Francisco chapter, chaired by Kirkland & EllisBlue Shield of California and Deloitte, was held in conjuction with the Global Technology Industry chapter, chaired by EnlightaOracle AmericaSymantec and TeleTech, on September 8 at the Delotte offices at 225 W. Santa Clara St., Suite 600 in San Jose.

“Building Partnership vs Vendor Relationships in a Multi-Sourced Environment”

AGENDA

Panel Discussion: Introduction of Participants
Moderated by Kort Syverson, Deloitte
Advisor: Don Piotter, Deloitte

Provider: Anurag Sood, Teletech
Provider: Sohil Goorha, Genpact
Customer: Pradip Khemani, Blue Shield of California
Customer: Cindy Pelger, Google


Meeting held June 2, 2011

A meeting of the San Francisco chapter, chaired by Kirkland & EllisBlue Shield of California and Deloitte, was held in conjuction with the Global Technology Industry chapter, chaired by SymantecOracle America and PwC, on June 2, at the offices of Kirkland & Ellis, 555 California Street, Suite 2700,San Francisco, CA 94104.

AGENDA

Software Development Outsourcing and How it Would Complement BPO
Andres Angelani, EVP, Engineering, GLOBANT

The Overall Maturity of the LatAm Destination to Provide G&A Services
Kurt Neumann, VP, Quimbik 
 


Meeting held on February 15, 2011

A meeting of the IAOP San Francisco Chapter, co-chaired by Kirkland & Ellis LLPBlue Shield of California and Deloitte, was held in conjunction with the IAOP Global Technology Industry chapter, co-chaired by SymantecOracle America and PwC, on Tuesday, February 15, 2011, at NetApp in Sunnyvale, 495 East Java Drive, Sunnyvale, CA 94089.

"Approach to Building a Sourcing Strategy and Business Case"  

Customer Focus
Speakers: James Murphy, PwC; Glen Noga, formerly with Polycom & Julie Iskow, Wageworks

Sourcing is a critical business strategy employed by many organizations with varying degrees of success. Many organizations adopt an ad-hoc "quick fix" approach which leads to constant failure and is ineffective in today's rapidly changing and complex business environment. A well planned and integrated sourcing strategy is necessary and will result in optimal performance, increased agility and profitability, and competitive advantage.

The session will provide for an insight into building a comprehensive sourcing strategy for organizations to meet its long-term goals. You will get an insight into what the sourcing strategy for designated business support functions should be and how that strategy aligns with overall corporate directions.

Provider Focus
Speaker: Jim Madden, TeleTech Holdings, Inc.

Adding Cloud to your CRM Sourcing Strategy and its Business Case – Businesses today are realizing that their customers are everywhere. By 2012, an estimated 40% of businesses will adopt a blend of cloud and premises based approaches to meet their unified communications needs, compared with about 3% to 5% of businesses in 2009. Contacting your customers located all over the world and through existing and new media types (voice, email/chat, and social media) is critical to enhancing customer loyalty and generating revenue. Cloud-based Contact Center outsourcing solutions provide an attractive set of options: global service delivery centers connected in the cloud, better productivity, and integrating social media into customer relationship management offerings. Such hosted technology platforms also help organizations enhance their operations with significant lower costs, reduced risk, and higher customer satisfaction. Learn how moving your contact center operations to the cloud help you keep pace with growing customer demands and build a solid business case.

Advisor Focus
Speakers: Robin Rasmussen, KPMG & Sameer Desai, Perkins Cole

An end-to-end strategic sourcing business case provides organizational leadership opportunities to leverage sourcing as a strategy for top-line growth, bottom line efficiencies or develop additional capacities for future organization expansion. The objective of this session is to provide executives with an understanding of leveraging how public ally available financial information to identify sourcing opportunities, prioritize them and develop a level five sourcing business case.
 


The 2010 Outsourcing Tools & Technology Symposium

Monday, October 25, 2010; 8:00 am to 6:00 pm
Symantec Corporate Campus at 350 Ellis Street, Mountain View, CA


The IAOP Global Technology Industry, San Francisco and Outsourcing Tools & Technology Innovation chapters held 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 shared 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 also came together to present how their advanced technologies can be put to work quickly and affordably to enhance outsourcing value to your organization.
 


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

This session covered 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.


Meeting held April 22, 2010

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

“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.


Meeting held February 4, 2010

A meeting of the IAOP San Francisco Chapter, co-chaired by Kirkland & Ellis LLPBlue 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.

Agenda

“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
 


Meeting held Thursday, November 12, 2009

A meeting of the IAOP San Francisco Chapter, co-chaired by Kirkland & Ellis LLPBlue Shield of California and Lifemasters Supported Selfcare, was held Thursday, November 12  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

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 

 


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 ShockleeU.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.


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 fromHosting.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. 

ALL OTHER MEETINGS

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, 27th 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.
 



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)


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!


Meeting Held – Tuesday, October 2, 2007

Outsourcing Tools Workshop 
On October 2nd 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.


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.


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.





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