THE PROGRAM

MAIN SESSION KEYNOTES -- LEARN HOW THE WORLD’S TOP COMPANIES REDEFINE AND REPOSITION THEMSELVES FOR SUCCESS THROUGH OUTSOURCING


State of the Outsourcing Industry

Michael F. Corbett, Chairman, IAOP
One of outsourcing’s greatest visionaries, Michael Corbett, will welcome delegates and discuss how outsourcing will be instrumental in rebuilding the global economy. Highlighted will be results from IAOP’s latest Member Survey.
 

Reimagining the Global Business Paradigm Through Outsourcing
Russell M. Bostick, EVP of Technology and Operations, Conseco
The “new normal”™ in the global economy challenges all business enterprises to re-examine their business models. Fortunately, the market for outsourced capabilities has never been more robust.  Russell Bostick of Conseco addresses how to evaluate your options today.
 

Microsoft’s Global Sourcing Journey
Tim McBride, CPO, Microsoft
Microsoft’s evolving approach to sourcing includes linking guiding principles with execution practices. With the rapid growth of cloud computing as a new pathway for service delivery and procurement, Tim McBride discusses implications and opportunities, as well as emergent practices that foreshadow next-generation sourcing.

Leading Through Turbulent Times
Jeff Noel, Facilitator, Disney Institute
Don’t let a down economy be a time for caution. This is a chance to outpace your competition. In “Leading through Turbulent Times,” explore the proven best practices that underlie the Disney approach to sustaining excellence during turbulent times. We will provide you with creative strategies to weather the economic climate and effectively meet the challenges of today’s business environment. These strategies can easily be adapted to any organization or industry to help retain customers, engage employees, and position your organization for future ongoing success.

 

Voice of the Customer

IAOP Corporate Member Panel

Straight stories from outsourcing’s front lines are shared by a panel of IAOP’s Customer Corporate Members.  Hear their experiences: successes, failures and things they’d do differently if they knew then what they know today. Issues discussed include deal structure, governance and implementation in an atmosphere of extreme economic uncertainty. This panel will feature moderator Christopher A. Long, COP, EVP and General Manager, LifeMasters Supported SelfCare - a StayWell Company and the following confirmed panelists -  Angela Marina Gracias, Head of Global Sourcing, Visa Inc.; Rene Herlaar, COP, Head of Enabling Platforms, Vodafone The Netherlands; and Julia V. Santos, COP, Head of Worldwide Strategic Outsourcing, Johnson & Johnson Group of Consumer Companies.

NEW THIS YEAR! – Day 3 of the events is a “Conference Within A Conference”
Select from IAOP’s Real-Time Strategy Session  or one of two hands-on practicum designed to help customers, providers and advisors get more value, right now, out of their cur-rent outsourcing efforts.

IAOP’S REAL-TIME STRATEGY SESSION
Spend the morning with this lineup of experts and hear where they think the industry is headed and why.  The setting is a theater-in-the-round, with no Powerpoint slides and no standard speeches.  Each session is on point, on target and designed to get you thinking and interacting throughout.
 

The Future of Globalization
Atul Vashistha, COPChairman, Neo Advisory & Neo Group
Atul Vashistha, author of “The Offshore Nation: Strategies for Success in Global Outsourcing and Offshoring” and “Globalization Wisdom: The Seven Secrets of Great Globalizers” kicks off and hosts IAOP’s Real-Time Strategy Session with a compelling vision of the organization of how the future will redefine outsourcing as we think of it today.
 

Outsourcing’s Frontier: A CIO’s Perspective
Ron Kifer, COPGroup Vice President and CIO, Applied Materials
Ron Kifer, IAOP’s 2007 inductee into The Outsourcing Hall of Fame, returns to share what he’s learned over the past three years about advancing outsourcing as a management practice at his com-pany and what he believes the future holds.
 

Offshoring, Talent, and Organizational Implications
Mahadeva Matt Mani, Principal, Booz & Company
Talent management will become increasingly important for companies as the next decade unfolds.  Mr. Mani takes a forward look at the implications of growing offshoring and offshore talent pools for highly skilled work, along with emerging global organizational models and talent management concepts.
 

Incubating the Future
Michael J. Salvino, Group Chief Executive- BPO, Accenture

Leading companies are now taking outsourcing even deeper into the heart of their core business operations, and working with their providers to develop entirely new kinds of outsourcing partnerships in areas like marketing, selling, and operational support services, and developing industry-specific service bundles.  These emerging approaches bring technology and process expertise together in new ways. Michael Salvino shares today’s best examples and what they suggest about tomorrow.

 

The Global Evolution of Outsourcing
Bill F. Concannon, President, Global Corporate Services, CB Richard Ellis
The global evolution of outsourcing in the commercial real estate industry has been a dramatic, unfolding story since the early 1990s. At the time of real estate outsourcing’s inception, CBRE’s value proposition involved building client relationships and trust with corporate clients. Recent experiences suggest that trust between the customer and provider creates a foundation where more and more services can be brought together under one common umbrella.  This leads to a team model able to drive increased consistency and increased savings. Bill Concannon believes that this outsourcing model will create increased integration of portfolio strategy and optimization, greater sustainability and workplace efficiency innovations, and the increased  integration of many of today’s shared services, such as HR and finance.


 

HANDS-ON PRACTICUM #1: For Outsourcing Buyers Only

Want to know how to get more value today out of your organization’s outsourcing program?  This hands-on practicum delivers exactly that.  Top outsourcing practitioners take participants through a step-by-step guide  to elevating your company’s  outsourcing program right now.
 

When the Sh*t Hits the Fan
Stephen D. Hunsberger, Director, NewsCorp, Dow Jones
Continuing the theme from last year’s highly acclaimed session, “Where the Rubber Meets the Road,” the skill of the customer has become a critical and sometimes overlooked central focus of outsourcing initiatives. “When the Sh*t hits the Fan” takes this discussion to a deeper level in the area of BPO.   We have no choice but to think smarter and more innovatively about how to communicate, negotiate, and deliver if we expect our value to our business partners to grow.   Leveraging key relationships with your external provider is the single biggest success factor to any BPO strategy. This session will provide you with the following tools: industry trends; keys to creating a case for change; sourcing lifecycle and methodology framework for BPO initiatives; go/no go decision points; success criteria traceability pyramid; key components of a BPO business case; SLA construction workbook used to document; communicate and provide SLA historical information; and vendor ranking and proactive management using consistent measurements and scorecards.
 

Increasing an Outsourcing Relationship’s Value Creation Potential
William P. Metz, COP, Consulting Section Manager, Procter & Gamble
With few exceptions, customers and providers enter into outsourcing agreements with high expectations.  Unfortunately, many outsourcing relationships fail to deliver on their full value creation potential.   Adopting a joint value creation perspective is one way to improve the likelihood that everyone’s expectations are met.  In this session, Bill Metz will discuss the joint value creation approach and other ways to improve the value creation potential of an outsourcing relationship.

 

HANDS-ON PRACTICUM #2: For  Providers and Advisors

Only In a tough economy, providers and advisors alike are scrambling for business and aggressively looking for ways to increase the value they bring to customers.  Spend the morning with our team of experts and come away with new approaches for doing both.

 

Benefits Quantification and ROI
Bill Hall & Kyle J. Andrews Founding Partners, Pretium Partners, Inc.
Benefits quantification is a critical element of the outsourcing business case, but it loses all relevance without the necessary customer collaboration. This fast paced, hands-on workshop will tackle the challenges of working with the customer to create assumptions and gain their agreement on the elements required to quantify benefits and perform investment analysis.  Not only will you gain valuable insights into this process, but you’ll take away a professional, easy to use investment analysis tool for future use.

Increasing an Outsourcing Relationship’s Value Creation Potential
Julian Millstein, Senior Counselor, Morrison & Foerster LLP
We have come a long way from the early days of outsourcing, when providers and customer advisors were adversarial, to today's practice, where providers usually prefer an "advised" customer to a novice customer who may never get the deal done. This panel will explore concrete ways for advisors and providers to work together to create value for their firms and their shared customers, by focusing on information sharing, process improvement, new deal structures, and operationalization of industry knowledge, tools and best practices. Confirmed panelists include Donna Martin, Vice President, Aegis Limited; Richard G. Etzkorn, RPA, CPM, Senior Vice President, Principal, Corporate Services, Cassidy Turley;Dr. Philip Hadcroft, General Manager, Strategy, Business Process Outsourcing, Salmat; and Shevy Magen, Global Vice President of Business Development, Avasant.

Go Vertical, Young Man!
Dean Davison, COP, Managing Partner, Collabera
The role of horizontal outsourcing expertise is diminishing in the market as the process of outsourcing becomes increasingly understood by client organizations. Just as we advise clients and professionals to re-skill, horizontal experts should be expanding their resumes by including vertical market and business process expertise. This session will discuss ways for providers and advisors to expand skill sets and increase value in the market while maintaining current career direction and opportunities.

EDUCATIONAL TRACK SESSIONS -- TAKE ADVANTAGE  OF  WIDE-RANGE OF EDUCATIONAL SESSIONS  ORGANIZED BY THE TOPICS MOST IMPORTANT TO  YOU

TRACK ONE:  NEW STRATEGIES FOR A NEW GLOBAL ECONOMY

Learn about emerging approaches for using outsourcing to succeed in the new global economy.  The most innovative studies and groundbreaking ideas from across the field and from around the world are showcased.

For Better or Worse: Maturing of Relationship Management in the Industry
Danny Ertel, COP, Owner, Principal and Partner, Vantage Partners, LLC
In the current economic environment, everyone is feeling pressure to reduce costs. As a result of this pressure, more outsourcing relationships are being stressed to, and sometimes beyond, their breaking point. Fortunately, relationship management capabilities have matured a lot over the past number of years … or have they? Five years ago, Vantage Partners initiated one of the most comprehensive studies of the value of relationship management in outsourcing. What did we learn? How has the profession progressed since then? Where is the baseline today? In this session, Vantage will share the results of the 2009 study, compare them to the prior results, and explain how the industry is changing and what you can do to ensure effective relationship management during good times as well as bad.

 

Refocusing the Human Contribution – Automation in the Cloud Transforms IT Services Business Models
Richard Sykes, Sole Partner, Dr. Richard Sykes
The IT services industry faces major transformation of both business models and markets. Amazon and Google, pioneers in the bulk manufacture and delivery of high volume, standardized software-enabled services in business to consumer markets, are now re-writing business to business services business models “in the Cloud.” IT services are marked by high people intensity and direct supplier/client engagement. Automated infrastructural and back office services underwrite technology-intensive business models, including in the processes of client engagement. This enables an improved focus of vendors and their enterprise clients on how to best value-add, raising the effectiveness of the outsourcing process.
 

Duke University – Key Findings and Trends from 2009 ORN Annual Customer and Provider Surveys
Arie J. Lewin, Professor, Duke University, Fuqua School of Business
Duke University will present findings, new trends and insights from the ORN 5th annual client side global survey and 2nd annual service provider survey. This presentation will explore trends, challenges and what to expect from the outsourcing community. In addition to the most recent findings from the 5th annual client survey, the survey findings will include an analysis of the emerging global services industry and the intensifying competition between countries and providers for market share, new service offerings and next growth industries for BPO, ITO and KPO outsourcing. The ORN project is unique for its parallel surveys of client and provider companies. The total database consists of over 2,000 client companies and over 500 providers worldwide.

 

Outsourcing R&D and Product Development: Lessons Learned
Anurag Asthana, Manager, Global R&D Collaboration and Outsourcing, Covidien

Jeff Russell, Director of Research Operations, Duke University,  Fuqua School of Business

Cliff Emmons, Director of R&D, Covidien Surgical Devices

Gunjan Bagla, Managing Director, Amritt Ventures
This session will focus on how outsourcing R&D differs from outsourcing IT or call center work, multi-faceted approaches for outsourcing product development functions (domestic and global) and market driven (emerging markets growth) vs. capacity or cost driven (western markets and local talent issues). Lessons learned will focus on mistakes and shortcomings on providers’ and client’s sides and corrective actions and results.

Outsourcing Decisions: To Bundle or Not to Bundle?
Dr. Leslie P. Willcocks, Professor, London School of Economics and Political Science
The London School of Economics will be presenting the findings of a major new research study by Willcocks on the growing trend towards “bundled” or “multi-tower” outsourcing, and the new value framework that is emerging for measuring the business benefits of bundled solutions.



TRACK TWO: CUSTOMER EXPERIENCES: PREPARING FOR THE NEW NORMAL
This track showcases actual customer experiences and demonstrates best practices in implementing all the forms of outsourcing. Sessions in this track dig deep into specific customer implementations within various industries and functions, as well as in an ever-expanding number of locations around the globe.

Putting Power into Outsourcing Contracts: Understanding their Potential to Mitigate Risks
Gregg I. Goldman, Executive Director, UBS
Goldman’s team is responsible for providing legal support to UBS’s IT and offshoring groups, including approving all outsourcing initiatives to UBS’s captive in Poland and negotiating third-party outsourcing agreements.  This session uses those experiences to explore strategies to maximize the benefits of outsourcing from the perspective of the customer, while managing the inherent risks.

Outsourcing Challenges in Managing a Global Real Estate Portfolio

Kevin Dollhopf, Vice President of Global Real Estate, Hanesbrands, Inc.

J Glasgow, Vice President, Cassidy Turley
This session explains how Hanesbrands Inc., one of the largest apparel companies in the world, tasked Kevin Dollhopf with developing a centralized corporate real estate group to manage the company’s more the 28 million square foot global real estate portfolio and the challenges of outsourcing. The focus is on the this partnership and finding the right “partner” in remote locations such as Southeast Asia, China, Latin America, India and other global locations. Challenges: differences in business models and cultures, market transparency and data, transaction structure and governmental issues.

The Seven Mistakes of First-Time Offshoring (and How to Avoid Them!)     

David Caldwell, Director of IT Effectiveness, Compassion International

Mark Hendrickson, IT Multi-Sourcing Consultant, Compassion International
The goal of this session is to help attendees understand different issues and components of a multi-sourcing strategy that includes offshore and nearshore engagements. In addition, the session will cover key organizational issues and challenges that must be addressed in areas such as corporate readiness, process maturity, risk and security, technical architecture, and stakeholder management as you look to execute a first time offshore project. It will also provide advice and pointers to resources for further research and exploration prior to pursuing an offshore partner.

Practical Lessons on Onshore Transitions – Bringing Work Back In-House

Kurt Kohorst, COP, Vice President, Liberty Mutual Insurance
As organizations change, so do their strategies. Most outsourcing professionals are familiar with the steps required to set up and transition work to an outsourced environment. However, when a contract expires or your organization’s strategy changes, how you do safely bring work back onshore and in-house? In this session, we will discuss a practical approach to rapidly developing an on-shore transition methodology to safely bring work back. Kurt Kohorst has firsthand experience transitioning an offshore program back in-house and they will share their approach and lessons they have learned along the way.
 

Using Outsourcing in a Challenged Economy to Optimize Real Estate Portfolios and Transform  Workplaces

Daniel P. Boutross, Senior Vice President, Corporate Workplace, Bank of America

Ben Chirgwin, Managing Director, Consulting, CB Richard Ellis
The need for space, and how it is used by corporations has changed significantly. Although the economic downturn is being blamed for much of the reduced need, alternative workplace practices are further reducing. These transformational changes are being experienced by corporations like Bank of America, where the combination of their My Work® program and business improvement efforts will reduce their need for space over the next five years by approximately 20 million square feet. With the support of its out-sourced real estate partners, Bank of America was able to forecast future real estate needs for each of it’s major markets, and then analyze how best to optimize its workforce and portfolio across business, financial and real estate performance measures. These efforts resulted in regional programs that will help attract top talent, reduce turnover and reduce annual real estate costs by more than $350 million over the next five years.
 

TRACK THREE: PROVIDER EXPERIENCES: MEETING THE VALUE CHALLENGE

This track focuses on experiences, issues and solutions of special interest to outsourcing professionals involved in providing outsourcing solutions to clients. Sessions in this track explore the challenges service providers face in building and delivering services in this highly competitive industry.

Growing Outsourcing Revenues: Sales Readiness Essentials

Daniel Hudson, President, 3forward
This session highlights the challenges facing outsourcing sales organizations and includes actionable strategies and recommendations for overcoming these forces.   Topics include: key elements of a sales readiness plan; examples of sales readiness best practices; the five most important measurements to tracking sales success; and old rules and new tools: what still applies in the 2.0 world and how to make it work. It includes many real examples and case studies from large and emerging outsourcers around the world, and also provides important takeaway content and templates for sales leaders to apply immediately in their own organizations.

 

Why Have Outsourcers Become Public Enemy Number One vs. a Valued Business Partner, and, How Do We Change this Scenario?

Joseph J. Jacoboni, President & CEO, Contact Centers of America, LLC
Joseph Jacoboni will discuss the challenges the industry faces to deliver ROI to the client while also delivering best in class customer satisfaction. CCA is a leading outsourcer that promotes extreme customer satisfaction 2.0 by providing enthusiastic and knowledgeable customer representatives, leading edge (SaaS/cloud) technology and industry best operations practices. In his presentation, Jacoboni will share a number of examples from his 20 plus years in the contact center industry and his driving passion to improve the industry’s role as the leading customer touchpoint.

Operational Excellence: The New Force Driving High Performance Through Outsourcing

Jeff D. Osborne, COO, Accenture
This session will look at how to drive outsourcing performance improvements through a disciplined approach of operational and process excellence, an approach that has been shown to improve both the quality and efficiency of service delivery.

 

How to Make Client Relationships Stand the Test of Time

Joe Hogan, COP, Managing Director, Alsbridge, Inc.
Join Joe Hogan as he shares best practices to ensure your client relationships stand the test of time and continue to provide the value promised at contract signing. It takes two to make a relationship work.  It takes objectivity and candor to grow a relationship over time, and it takes process, tools and methodology to keep the relationship on track. This session will share the real experiences of relationship management from the provider view and examine the use of best practice tool sets to achieve long-term lasting relationships.
 

TRACK FOUR: THE MANAGEMENT PROFESSION OF OUTSOURCING: BECOMING A STRATEGIC BUSINESS PARTNER

As a profession, outsourcing is today the chosen career path for thousands of individuals all around the world. This track explores issues of specific interest to these professionals in building and advancing their careers and increasing their value to their organizations.

 

The Outsourcing Journey: Using Rich Pictures to Provide Insight  
Graham S. Pascoe, COP, Partner, PricewaterhouseCoopers
Based on PwC’s outsource lifecycle, we have used rich pictures to guide the audience through the journey from strategy to exit.  This proves to be an engaging and thought provoking presentation highlighting the benefits and the potential risks and pitfalls to be addressed along the way.

 

Managing Complexities in Multi-Shoring

Mary Henson, Program Management Office, Ryder Systems Inc.

Bryce Hayes, VP Sales & Client Services, Hinduja Global Solutions Inc.
This session focuses on customer retention; internal and external customer perception; the importance of partnering with your supplier; developing a team that understands both sides of the business; and supplier employee retention and its effect on a buyer’s business.

Role of Professionals in Outsourcing

Jagdish R. Dalal, COP, Managing Director of Thought Leadership, IAOP
New issues related to globalization and the econoy call into practice what we have learned from the industry’s three decades of experience — from being able to communicate the value of outsourcing internally and externally, to structuring agreements that will work for the company during crisis and recovery, to setting up proven governance models. Outsourcing can only be a success if all practitioners — customers, providers and advisors — work together and are bound by common standards, ethics and good practices.
 

Developing and Transforming an Outsourcing Industry

Rob Cayzer, Director, MDeC Malaysia
Rob Cayzer shares how development, management and coordination of a combination of complex global and local factors work together to ensure a fast growing yet sustainable high technology sector, while moving the Malaysian industry up the outsourcing value chain. Market makers, industry players and outsourcing professionals will obtain useful insights into long-term strategic technology and economic planning as well as tactical measures used for growth, competitiveness and innovation. Key stakeholders can take advantage of this knowledge and create a win-win situation.

TRACK FIVE: THE MANAGEMENT SCIENCE OF OUTSOURCING: PROVING RESULTS

As a new management science, outsourcing has several sub-disciplines that form the basis for its successful application to business. Sessions in this track look at these disciplines, tools and processes. This track asks and answers the question, “If I could change the world of outsourcing, what would I do?”

Optimizing Outsourcing Value from Existing Relationships – Insights & Learnings from the IAOP Value Health Check Survey

Matt Shocklee, COP, President, Global Sourcing Optimization Services

IAOP’s Value Health Check Survey (VHCS) is an exciting new diagnostic tool designed to help outsourcing customers and service providers obtain a snapshot of the overall health of an existing outsourcing relationship. The results from the Value Health Check Survey will provide critical insights into the key drivers and dominant trends influencing the realization of business value from outsourcing. VHCS users will be able to gain insight on how their contract/relationship is performing relative to their peer group(s), as well. In this session, Shocklee will share exciting insights and findings gathered from use of this tool.

A Customer Panel Discussion: Best Practices, Strategiesand Solutions for Today's Key Outsourcing Decisions

Moderator: Matthew  Shocklee, COP, IAOP Ambassador
Sourcing professionals should see the current US economic climate as an opportunity to refine their sourcing strategies / tactics to provide value differentiation for themselves and (in turn) improved service to their clients. Through the years there have been some strategies which have worked and yielded more successes than others. In this discussion we will discuss innovations, best practices, and key trends in the area of outsourcing. It would touch upon various stages of sourcing from portfolio identification, roadmap creation, service provider selection, through to transition, and then governance in the final steady state. The objective of this session is for the panelists to share their experiences and thus enable the audience to direct their own outsourcing processes more effectively while gaining a better appreciation of the issues / challenges involved. This panel will include John Labella, Vice President of Application Development at Gap Inc., Russel Bostick,EVP of Technology & Operations, Conseco and William P. Metz, COP, Consulting Section Manager, Procter & Gamble.

Next Generation Resource Management – (or Getting the Right Person in the Right Place at the Right Time)

Randy Mysliviec, CEO, RTM Consulting

Outsourcing providers are challenged with how to keep human capital productively utilized, particularly where that labor should be billable to a client. Outsourcing consumers want to do business with efficient providers that will, in turn, provide more cost effective pricing. Offshoring, nearshoring, globalization, price pressures, increasing competition and other dynamics of a rapidly changing economy have changed the way we must manage labor. Whether you are a buyer or seller of outsourcing services, this presentation the will describe innovative methods, processes and tools designed to achieve getting the right person in the right place at the right time.



An IBM & ATT Case Study: HR Outsourcing as Innovation Driver – Creating Learning Ecosystems with Web 2.0 Innovations
Garry Moore, Solutions Architect, IBM
Joe Farrell, IBM Program Executive, IBM Managed Business Process Services
This session will provide you detail on designing learning solutions that leverage Web 2.0 innovations. Learn how the right web 2.0 technologies, combined with rapid instructional design methodologies, can elevate the learning experience and produce a fun, engaging and rewarding event. Also, see how the formal and informal learning worlds collide to optimize learning and ongoing discovery. This session will provide three unique perspectives during a client case study walk through. Instructional design, technology, and the all-important end user experience will be discussed as you journey through the phases of creating a Learning ecosystem.

A Case Study: Lean Philosophy Introduced to Outsourcing Model at GE

Zachary Misko, Global Director, Kelly OCG                                

Six Sigma was all the rage over the last few years, and now LEAN has become the new buzzword in quality and process efficiency. LEAN is a broad catchphrase describing a holistic and sustainable approach of using less of everything to give you more.  Learn how General Electric (GE) and Kelly Outsourcing & Consulting Group (KellyOCG) partnered to introduce LEAN into the recruitment process, reduced costs by 50 percent and cut over 30 steps out of the process.  The session covers basic LEAN principles; examples of introducing and sustaining LEAN; how being LEAN can improve process; strategies for implementing LEAN; benefits of LEAN; and sustaining a LEAN environment.

TRACK SIX: SOCIALLY RESPONSIBLE OUTSOURCING: DOING WELL BY DOING GOOD

There is no denying that as powerful a management tool as outsourcing is, its brand image is decidedly negative. In spite of the value outsourcing creates every day, it is equated in the public and even many employees’, managers’ and shareholders’ minds with job loss, poor quality and lax security. Outsourcing professionals can help overcome this by arming themselves and others with the facts, sharing a vision of enhanced excellence and quality through outsourcing and by making socially responsible outsourcing a priority.

Next Generation Socially Responsible Outsourcing

Dr. Ganesh Natarajan, Chairman, CII National Committee on IT, ITeS & eCommerce & Global CEO, Zensar Technologies Ltd.

As the world shakes off the effects of the recession and companies focus on increased competitiveness in the post-recession environment, it is important for all policy planners in key outsourcing destinations like the Philippines, Malaysia, Vietnam, China and India to develop new strategies that build on the success to date and further leverage outsourcing as a powerful tool for business and social change.

Vendors Beware: Buyers Expect Increasing Social and Environmental Responsibility from Outsourcing Providers

Bill Hefley, Ph.D., CDP, COP, Clinical Associate Professor, University of Pittsburgh and Director, ITSqc LLC

Ron Babin, Associate Director & Assistant Professor, Ted Rogers School of IT Management, Ryerson University
This session will reveal findings from a 2009 survey of IAOP members and affiliates regarding the impact of social and environ-mental responsibility on global outsourcing. The presenters will examine key trends and will interpret the impacts for both buyers and providers of outsourcing services. In particular, the research will focus on gaps between buyer expectations and vendor capabilities.

From Vicious Spiral to Virtuous Cycle: How Outsourcing Could be the Answer to Rural America’s Brain Drain

Monty P. Hamilton, CEO, Rural Sourcing, Inc.

How do we cope with the brain drain from rural America? Could domestic outsourcing be the white knight that rides into places like Mount Pleasant, Iowa or Statesboro, Georgia to save the day? Two unlikely companions, the Internet and the recession, have jump-started a revival of job growth in small town America. Over $7 billion of TARP money is targeted for broadband access to these areas. So instead of trying to attract manufacturing jobs, forward thinking government entities and companies are leveraging the Internet and the quality of life offered in rural America to create jobs for a new post-recession economy.

TRACK SEVEN:  OUTSOURCING’S NEXT FRONTIER: CLOUD COMPUTING

Cloud computing, or delivered hosted and scalable services over the Internet, is revolutionizing the way that outsourced services are sold, purchased and delivered. Sessions in this new track explore examples of how cloud computing is changing the outsourcing landscape and helping both clients and providers further optimize their outsourcing relationships.
 

The BPO Service Value Chain in a Cloud Context

Elliott Ichimura, Industry Market Development Manager, Microsoft

Arijit Sengupta, CEO, BeyondCore, Inc.
JP Balakrishnan, Head of Client Services – Emerging Technologies, Infosys

The advent of cloud computing is opening up new ways to enable outsourced services and transforming the total cost of out-sourcing equation. Cloud computing also offers a new twist on persistent questions like “where” data reside at any given time and what implications that has for regulatory compliance and service agreements. In this session, panelists from different perspectives in the BPO service value chain outline opportunities and challenges posed by cloud computing as a delivery vehicle. Microsoft will briefly discuss cloud computing capabilities, observed areas of exploration by provider, advisor and buyer communities, and implications for Microsoft’s own sourcing practices. Infosys BPO will drill deeper into practical implications for provider operations as well as buyer service expectations, highlighting tradeoffs to consider when an organization seeks to capitalize on cloud-based computing. BeyondCore will then discuss how third-party value-added services can leverage the open platform provided by cloud computing to transform the total cost of outsourcing for customers and the operations cost for providers.

Cloud Computing:  Contracting  for the Silver Lining
Ken Adler, Partner, Loeb & Loeb LLP
Chris Malone, Director, Expense Management Solutions
Cloud computing business models vary significantly, as do the potential business and legal risks for providers and customers.  Outsourcing contracts are first being designed for many of the service offerings that will utilize the “cloud”.  Traditional contracts, including many existing master agreements, may not properly deal with cloud computing services issues.  This session will explore the current state of the art for cloud computing contracts, the issues to consider for cloud computing, and some suggested solutions.

Beyond Outsourcing – A Client’s Journey in Using Cloud Computing to Realize Business Value from Multi-Vendor Services Delivery

Andy Nallappan, Director of Global  IT, Avago Technologies

Avago (HP-Agilent spinoff) has reduced IT spending by over 30 percent while improving service levels, adding new services and increasing spend on new initiatives. Andy Nallappan discusses why outsourcing is not enough; the business rationale for a cloud computing platform approach; and best-practice processes in defining and implementing a cloud-based global services delivery and governance platform.