San Francisco Chapter Co-Chair
Applying Science to Business Process Management
Dare to Challenge
The Standard of Excellence in Outsourcing
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IAOP Chapter: Voice of the Customer
Webinar held on September 21, 2011.
The IAOP Voice of the Customer Chapter, chaired by Vodafone The Netherlands and Rio Tinto, held a webinar on September 21, 2011.
"What Providers Say About Clients"
This topic was presented by Dr. Mary Lacity, Professor of Information systems at the University of Missouri-St. Louis. Dr. Lacity and her co-author, Dr. Leslie Willcocks of the London School of Economics, reviewed 1,356 findings from the past 20 years on ITO and BPO research to determine which provider claims are supported by the facts and which are not. Does a focus on price diminish innovation? Are RFPs too long? Does an unprofitable deal for providers lead to poor results for clients? What are advisors doing wrong? These and other questions were answered.
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Vodafone The Netherlands
Rio Tinto
Chris Long, COP, Co-chair
formerly COO
StayWell Health Management
Rene Herlaar, COP, Co-Chair
Head of Enabling Platforms
Vodafone The Netherlands
Scott Singer, Co-Chair
Chief Procurement Officer
Rio Tinto
Executve Advisory Committee
Joe Sifferman, COP, Global Sourcing Management and Executive Program Manager, BIS Services, PepsiCo
LeAnne Andersen, Director, Best Buy
Leon Veretto, Director, Financial Business Processes, United Technologies
Kurt Kohorst, COP, Vice President, Liberty Mutual
Jay Desai, COP, Vice President & Offshore Manager, Northern Trust
Be the voice for outsourcing customers to the global outsourcing industry.
Provide thought leadership and help address key issues (from the customer’s perspective) that face the industry on an ongoing basis.
Provide a collegial environment for outsourcing customers to share experiences, best practices, requirements and/or common issues and concerns.
Provide a forum to focus the interests and capabilities of outsourcing providers and advisors to address the unique needs of the outsourcing customer community around the globe.
All IAOP Chapters adhere to the non-solicitation policy. Click here to view the policy.
Past Meetings
The Voice of the Customer Chapter launched on August 12, 2010
The inaugural webinar of the IAOP Voice of the Customer Chapter, chaired by StayWell, American Express, Vodafone The Netherlands and Rio Tinto, was held on August 12, 2010.
The main topic of our first meeting was “How to Support/Drive Innovation from Providers.” Matt Shocklee facilitated a panel discussion of experts on this topic. The panelists provided real life scenarios with specific details on what they did, how it turned out and what they learned. Panelists included: Scott Singer, Rio Tinto; John Murphy, Blue Shield of CA; and Rob Sharp, Qantas.
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If you joined us at The 2010 Outsourcing World Summit, you got a glimpse of what the chapter can offer you as a buyer outsourcing services.
Customer-Only Speed Networking Session
IAOP Chapter Showcase Lunch
Voice of the Customer: IAOP Corporate Member Panel
Straight stories from outsourcing’s front lines shared by a panel of IAOP’s Customer Corporate Members. They shared their experiences: successes, failures and things they’d do differently if they knew then what they know today. Issues discussed included deal structure, governance and implementation in an atmosphere of extreme economic uncertainty. The panel featured moderator Christopher A. Long, COP, General Manager, StayWell and the following confirmed panelists: Oliver T. Bussmann, COP, EVP & CIO, SAP AG; Angela Marina Gracias, Head of Global Sourcing, Visa Inc.; John Fox, Vice President, CTM Strategic Planning, Global Sourcing & Relationship Management,Prudential; Rene Herlaar, COP, Head of Enabling Platforms, Vodafone The Netherlands; and Vera Lucia Marques, Information Services Director, Roche.
Customer-Only Networking Wrap-Up Session
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