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Embracing Change: How Outsourcing Professionals Can Lead Their Companies to Success
MAIN SESSION: KEYNOTES
Monday, February 21 | 1:00 pm – 2:00 pm
A Guidebook for the New Outsourcing Landscape
Michael F. Corbett, Chairman, IAOP
Mike Corbett opens The 2011 Outsourcing World Summit with a far-reaching discussion of the current state and future direction of our field. Outsourcing is on the verge of establishing itself as a truly global industry — built upon comprehensive and cohesive standards, processes, and technologies. At the same time, powerful economic, political, and social forces are at work, creating both unprecedented opportunities and risks for outsourcing professionals and for the companies they work for.
Based on the latest experiences and insights from IAOP’s more than 110,000 members and affiliates worldwide, Corbett shares preliminary findings from IAOP’s annual member survey. Key trends and developments are identified, including how companies’ outsourcing programs have changed in size, make-up, and impact in this highly robust and diverse global industry. How is the global economy affecting outsourcing plans? What are the critical issues that customers and providers are facing? Join Corbett for a first look at the state of the industry and where it’s headed.
Michael F. Corbett is one of the best-known experts in the field of outsourcing and chairman of IAOP, the global, standard-setting organization and advocate for the outsourcing profession. He is the author of outsourcing’s definitive guide, The Outsourcing Revolution: Why It Makes Sense and How to Do It Right (Dearborn Trade Publishing, September 2004). As a pioneer and visionary, Corbett has for the past 20 years contributed globally to the growth and development of outsourcing as a management profession and an industry.
Monday, February 21 | 2:00 pm – 3:00 pm
The Global Financial System and How to Restore Confidence in Financial Markets
Laura Unger, Former Acting Chairman of the Securities and Exchange Commission
Laura Unger is one of the most sought-after experts on financial markets and regulation. Please join us as she addresses the current financial crisis, sharing her perspectives on what happened, the tenor in Washington, DC, likely changes in the regulatory framework, global financial systems, and what senior management and boards must do to prepare for today’s new environment.
Unger served as the seventy-eighth member of the US Securities and Exchange Commission from 1997 to 2002, including as acting chairman of the agency in 2001. During her tenure, she focused on efforts to optimize the benefits of technology for investors, culminating in a groundbreaking report, “Online Brokerage: Keeping Apace of Cyberspace.” Ms. Unger joined CNBC as a regulatory expert, providing televised commentary and analysis on business, financial and market related issues. She has appeared on NBC’s Today Show, The News with Brian Williams, Wall Street Week, and Moneyline. She is a regular commentator for PBS Nightly Business Report.
Tuesday, February 22 | 9:00 am – 9:15 am
Day Two – Welcome and Opening Comments
Host: Julia Santos, COP Head of Global Sourcing, Johnson & Johnson Group of Consumer Companies
Julia Santos, 2010 IAOP Member of the Year, kicks off day two of The 2011 Outsourcing
World Summit.
Tuesday, February 22 | 9:15 am – 10:00 am
Role of Outsourcing in Business Transformation
Sandy Ogg, Chief Human Resources Officer, Unilever
September 2004 saw Unilever issue its first profit warning in its proud history of 75 years.
By early 2005, the company embarked on arguably the most ambitious change agenda
ever attempted in recent times. In this session, Sandy Ogg, chief human resources officer of Unilever, will share his experiences and learnings on the role played by HR outsourcing in the transformation.
Ogg was appointed chief human resources officer in February 2005, after starting his
Unilever career in January 2003 as SVP, human resources in the Foods division. Before
joining Unilever, Ogg worked for Motorola in the United States in a change management/
organization effectiveness role. His last role was reporting to the CEO as head of the office
of leadership, responsible for leadership development, learning and organization performance.
He was educated at the US Coast Guard Academy, George Washington University
and Northwestern University.
Tuesday, February 22 | 10:00 am – 10:45 am
Panel: Questions Customers are Reluctant to Ask
Moderator: Jag Dalal, COP, Managing Director, Thought Leadership, IAOP
- Henric Haggquist, Senior Director, Finance Operations, Microsoft
- Scott Nelson, President-Integrated Client Services, Colliers International
- Lynne O’Brien, Director, Corporate Real Estate, The Coca-Cola Company
- Barbara Coull Williams, Global HR BPO Offering Lead, Accenture
Although discussions between prospects/customers and providers are often copious, for many reasons, there are always some questions that go unasked, and thus are left unanswered. This unique panel will take on these “reluctant to ask” questions from the live audience. Summit delegates will also have the opportunity to submit questions in advance.
Dalal, IAOP’s first COP, is an outsourcing expert with more than three decades of experience in outsourcing (as a CIO of large multinationals such as Xerox, Carrier and Unisys as well as a partner at PwC). Andersen is responsible for creating and executing strategies to ensure human capital excellence in support of the financial growth goals of Best Buy. Nelson is responsible for driving the growth and development of the corporate solutions platform at Colliers International. O’Brien handles all corporate acquisitions and dispositions of real estate for Coca-Cola in the United States and all domestic corporate leasing activity. Williams is responsible for shaping and enhancing Accenture’s end-toend HR services offerings.
MAIN SESSION: REAL-TIME STRATEGY SESSION
Chaired by: John C. Maher, COP, Executive Managing Director, CBRE
Spend Wednesday 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.
Sourcing Delivery Models in a Down Economy
Faisal Yousuf, Principal, Booz & Company
Companies today more than ever are looking to link and translate business strategy into sourcing strategy. The intent is to better align capabilities and performance outcomes to their markets and new strategic realities. This requires discipline with a focus on efficient operations — proactive demand management and streamlined processes supported by a world-class service delivery model. A sophisticated sourcing model lends itself to a variable cost structure, which is a key to survival in
today’s economy. This includes re-visiting and/or expanding current initiatives and a stretch towards emerging/evolving options. We will discuss how global sourcing (internal and external) options should be a major strategic initiative and not just an investigation of the outsourcing market. Blending internal and external capabilities can help companies establish competitive differentiation in chosen markets.
Yousuf is a principal with Booz & Co. and the North America practice lead for the organization efficiency practice. He has spent the past 11+ years advising clients across multiple industries on SG&A optimization, process excellence, alternative operating and delivery models and shared services and business process outsourcing.
Stealth Opportunities and Pitfalls in Telecom Outsourcing
Charlotte Yates, CEO & Vice Chairman, Telwares
Outsourcing network services and infrastructure can yield tremendous organizational benefits, but must be approached with aggressive due diligence, extensive market knowledge and commercial acumen. Enterprises must optimize their telecom environments prior to outsourcing, be able to quickly recognize when outsourcers have sub-optimal agreements in place with suppliers, and be empowered to capitalize on shifting markets and technologies. The rapid growth of cloud services will add
layers of complexity to demonstrating financial and operational advantages, and exacerbate the need to embrace best practices in sourcing and governance in the network and adjacent towers. In this session we will explore the changing landscape of benefits, obstacles and requirements
in outsourcing as IT organizations transform from technology drivers to business enablers.
Yates is regarded as a pioneer and leader in the telecommunications and technology services industry. A successful entrepreneur and inspirational executive with more than 25 years of experience, she is also an internationally renowned thought leader, author and humanitarian. Throughout her career and many years of working within the global CIO and executive community, Yates has been at the forefront of helping companies to successfully identify, source and adopt technology for competitive advantage and positive financial impact.
The New Normal
Atul Vashistha, COP, Chairman,
Neo Advisory & Neo Group
We all know the buzz words: staffing augmentation; labor arbitrage; India. What was considered to be the norm as far as outsourcing is concerned, is now in flux and so requires different responses. Learn the latest trends, traps and emerging opportunities that will be the “new normal” and what you can do to leverage it to your benefit.
Vashistha is founder and chairman of Neo Advisory (formerly neoIT), Neo Group and Best Outsourcing Jobs. Consulting Magazine named Atul as one of the “Top 25 Most Influential Consultants” and “Top 6 IT Powerbrokers.” HRO Today and FAO Today named a him a “Superstar.”
Tapping into the Power of Analytics
Christine A. Gattenio, VP, Global F&A MBPS, IBM
Learn how an embedded analytics framework enables companies to assess internal controls, identify defects and process gaps and analyze trends in the business, reducing human intervention
and driving continuous improvement throughout the business.
Gattenio, former CFO, finance and accounting outsourcing (FAO) metrics guru and FAO provider — has been an advisor for more than 1,000 CFOs. Currently, she is vice president of IBM’s Managed Business Process Services – finance and administration practice.
NOTE: STRATEGY SESSIONS AND PRACTICUMS RUN CONCURRENTLY
MAIN SESSION: HANDS-ON PRACTICUMS
HANDS-ON PRACTICUM #1: For Outsourcing Buyers
Chair: Bill Metz, COP, GBS Strategic Alliances Program Manager, P&G
Wednesday, February 23 | 9:00 am – 9:45 am
Powered by Partnerships, Managing Outsourcing Relationships as Strategic Alliances
William P. Metz, COP, GBS Strategic Alliances Program Manager, Procter & Gamble
Few companies have achieved the scale and success that P&G has with its integrated global shared services organization. Key to P&G’s success is the strong network of service delivery partnerships it has established. Metz will share this unique approach to managing those relationships and strategic alliances.
Metz has been delivering business solutions for some of the world’s largest companies for more than 20 years. These companies include Procter & Gamble, General Electric, AT&T, American Electric Power and Marathon Oil. Metz’s current focus is on increasing the pace of new innovation and extracting additional value from existing P&G solutions via strategic partnerships.
Wednesday, February 23 | 9:45 am – 10:30 am
What Your Suppliers Would Tell You if They Could
Dr. Mary C. Lacity, Professor of Information Systems,University of Missouri; and Leslie P. Willcocks, Professor, London School of Economics & Political Science
This session reports on recent work carried out to supplement findings from 20 years of research on client-supplier relationships. The presentation focuses on what clients can learn from suppliers when they build strong collaborative relationships, and look to achieve mutual business leverage. Here Lacity and Willcocks spell out the advice clients are missing, organized into 10 major lessons they can learn from suppliers.
Lacity has published 12 books, most recently “China’s Emerging Outsourcing Capabilities” (Palgrave, 2010; co-editors Leslie Willcocks and Yingquin Zheng). More than 50 of her publications have appeared in leading publications. Willcocks holds a doctorate from Cambridge University and has been for the last 22 years editor-in-chief of the Journal of Information Technology. He has co-authored over 33 books and published over 190 refereed papers.
Wednesday, February 23 | 10:45 am – 11:45 am
Change is Hard: Transitioning In and Out of Deals
Moderator: Danny Ertel, COP, Partner, Vantage Partners
Panelists: Christopher Long, COP, COO, StayWell Health Management; Kurt Kohorst, COP, Vice President, Liberty Mutual Insurance; Julia V. Santos, COP, Head of Global Sourcing, Johnson & Johnson; Neil S. Hirshman, COP, Partner, Kirkland & Ellis LLP
Experienced practitioners will share lessons learned the hard way about the challenges customers face at both ends of the outsourcing life cycle: as they move into new outsourcing deals, and as they deal with the possibility of insourcing or changing providers or the scope of their solutions at end-of-term. What can customers expect from their providers to ease their way through the trials of transition?
What provisions should they make for end-of-term when they negotiate their contracts? What can do they do to position themselves for success, both early and late in their outsourcing relationships?
Ertel is a leading authority on negotiation and relationship management. He focuses on helping buyers and providerslaunch, outsourcing relationships. Long has deep experience in the health care industry and BPO and is responsible for StayWell Health’s business delivery operations and IT. Kohorst leads the outsourcing practice for Liberty Mutual Insurance’s Agency Markets Group. Santos has 20+ years of global delivery experience. Hirshman, focuses on representing both customers and service providers in the outsourcing of many functions, including information technology, finance and accounting, human resources, real estate, procurement and e-learning.
HANDS-ON PRACTICUM #2: For Outsourcing Providers/Advisors
Provider/Advisor Practicum Chairs: Bill Hall and Kyle Andrews, Partners, Pretium Partners
Wednesday, February 23 | 9:00 am – 9:45 am
Opportunities in Emerging Markets & Strategies for Growth - Africa a Case in Point
Dr. Pradeep K.Mukherji, President & Managing Partner, Avasant
Outsourcing has shifted from a management option to a management necessity. Providers and professionals who are at the forefront of leadership in the market, need to think “out of the box” to survive. With maturity and saturation of markets in the US and Europe, both large and SMB providers
need to have strategies to address emerging markets to achieve incremental growth.These are in Africa, Latin America and Asia. The session will discuss the strategies that will work in the emerging markets and demonstrate it with the case of the rising of Africa with a market to support population of over one billion.
Mukherji has over 20 years of experience and expertise in consultancy and management of technology business. He has advised leading enterprises in the US, Europe and ASPAC on strategic aspects of services globalization and transformational outsourcing.
Wednesday, February 23 | 9:45 am – 10:30 am
Making Outsourcing Contract Renewals a Success
Richard Haslam, Business Partner, Large Projects, Orange Business Services
This session will examine the differences of renewals compared to the initial deal and the consequences this presents for both the provider as well as the customer.
Haslam brings 25+ years of telecommunications industry experience to his current role, where he is a trusted partner to outsourcing and large project clients. When Orange Business Services was known as Equant, Haslam held an executive role for sales and presales, where he built his team from the ground up to over 70 engineers. He was a founding member of the joint venture between Equant and Reuters now called BT/Radianz.
Wednesday, February 23 | 10:45 am – 11:45 am
Provider/Advisor Panel
Facilitator: Rich Etzkorn, Senior VP, Cassidy Turley; Matt Shocklee, COP, Ambassodor, IAOP
Following up on Monday morning’s Provider/Advisor Networking Session, a panel of provider/advisor peers has been selected to review and discuss the key findings and questions/issues raised from the networking session. See what the providers and advisors are thinking about in today’s world.
Etzkorn is responsible for the overall management of Cassidy Turley Corporate Services operations. Cassidy Turley Corporate Services is the premier provider of outsourced corporate real estate services to corporations. Shocklee has over 25 years of experience in the field of outsourcing, working with providers and advisors such as IBM, CSC, PwC, Capgemini and others. He’s a COP and chapter chair of IAOP’s Tools & Technology Innovation Chapter.
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