| The Program – Main Session
Monday, February 23, 2004 1:00-3:00pm
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Michael F. Corbett
Conference Chair and President & CEO
Michael F. Corbett & Associates, Ltd.
“The Summit gets better and better every year.
Mr. Corbett’s enthusiasm is contagious.” | |
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Global Business Process Outsourcing
Learn: How the global business process outsourcing revolution has redefined the game, the way it’s played, and what your company must do to win.
Outsourcing came to the forefront as a management tool more than a decade ago in response to a compelling need to make organizations more productive, more competitive and more profitable. Sound familiar? It should, since they’re the same set of challenges most businesses face today.
As a result, the number, type, and scope of outsourcing initiatives are expanding exponentially across every company. The challenge is that while the business drivers of outsourcing may be the same, outsourcing isn’t, and those that approach it the same old way are likely to not only get disappointed, but to create almost as many problems for their organization as they fix.
What’s different today? Outsourcing has gone from a ‘box’ purchase at the department level to an integrated process buy. The number, type and choices of providers has exploded – making finding the right scope and partner not easier, but harder. Decision making and operations have gone global. Contracts that deliver business acceleration, flexibility and innovation are now just as important as ones that provide ‘bookable’ savings. Not to mention the hard-to-miss fact that outsourcing has been thrust into the middle of a very public debate making every announcement subject to scrutiny.
In the opening session of The 2004 Outsourcing World Summit, Mike Corbett shares research from his upcoming book, Business Process Outsourcing: Leveraging the Global Economy to Win in the Global Economy (Dearborn, Fall 2004), to provide not just insight but guidance on what companies need to do to capture the competitive edge they truly seek through outsourcing. | |
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Tuesday, February 24, 2004 8:30-9:00am
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John Sculley
Former CEO, Pepsi Co. and Apple Computer
Partner, The Sculley Brothers LLC
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Powershifts: Getting Used to the New Normal
Learn: The powershifts that are transforming business and why we are only at the beginning of outsourcing.
When you look around at today’s business world, what new ground rules do you see? How is the power in the marketplace shifting, and what do these shifts mean to your business? Just as importantly, how can you not just respond, but take advantage of them?
From the perspective of the boardroom, John Sculley, offers unmatched insight into what he calls the powershifts in business today. What are some of the things Sculley sees?
1. Customers-in-Control vs Producers-in-Control. Enabling customers to not just expect, but demand the best products, best services, customized, at the lowest price, and ASAP. 2. Commoditization of Almost Everything. Not only is this a reality, but it is a powershift that some companies, such as, Dell and Wal-Mart, are using to their competitive advantage. 3. Linkage of China and U.S. Economies. China must find jobs for 125 million farmers migrating to its cities and work coming from the U.S. is critical to doing this. At the same time, China’s export and currency policies are actually enabling, not hurting, the U.S.’s ability to cut taxes, carry debt, and keep interest rates and inflation low. 4. The Reinvention of Work. The shift from internal hierarchical structures to project-centric virtual models is creating whole new sets of metrics for success around such things as productivity, customers, and enterprise value.
Hear one of the world’s top business leaders as he describes what’s shifting, why, and the inescapable link to a new normal with outsourcing at its center.
9:30-10:30am | |
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| Provider Roundtable: The Future of Outsourcing
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Frank Carlucci
Vice President, Outsourcing,
Avaya |
Kenneth S. Price
Chairman, Heritage Inter@ctive Services |
David Rupert
Vice President, Management Services, IKON
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Alfred Binford
Vice President & General Manager Enterprise Transformation Services, Global Outsourcing, Unisys
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John Maher Group President, BPO, United Systems Integrators Corporation |
| Companies can’t outsource in a vacuum, they have to outsource to someone. So what the industry leading providers are thinking and doing is not just of casual interest, it’s at the heart of understanding how to create value for your company through outsourcing.
Mike Corbett leads Summit delegates in a free-wheeling discussion with some of the industry’s best.
Key questions that are on everyone’s mind:
- What are we getting right today, wrong, and how do we fix it? - In an industry that’s booming why are some providers having trouble making money and what does it mean to customers? - What are providers doing to raise the bar in delivering real competitive advantage to customers? - What’s coming around the corner that customers need to be planning for today?
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Wednesday, February 25, 2004 8:30-9:10am
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Jagdish Dalal
Principal
JDalal Associates, LLC.
“Wow! Excellent information and presentation.”
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| Governance – The Secret of Successful Outsourcing
Learn: How a well-designed and implemented governance program assures success for outsourcing – on and offshore (though many take it for granted).
Governance is the act of managing the outsourcing engagement and it is the discipline instituted by the governance process that guarantees that results meet objectives. Experience has shown that the success of the outsourcing engagement – whether on-shore or offshore – is critically linked to the establishment of an effective governance process and program.
This presentation, by one of the field’s most highly respected visionaries, challenges participants to expand their thinking on governance beyond just holding periodic visits and meetings, and reviewing performance reports. It provides the essential framework for governance – one that has proven successful for many companies.
Areas covered include:
- Governance ‘lessons learned’ and ‘best practices’ to date - The emerging framework for a comprehensive governance program - How to make governance work for your company - Unique challenges and solutions for governance in offshore outsourcing
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| 9:10-9:50am
“Absolutely the best! Larraine clearly knows her stuff.”
Larraine Segil Author, Intelligent Business Alliances and
Measuring the Value of Partnering
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| Mastering Metrics That Improve Outsourcing Relationships | |
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Learn: Why measuring for just one stakeholder in an outsourcing relationship - namely the buyer - is inadequate.
Companies are outsourcing ever-more complex and critical business processes, which require the benefit of a long-term perspective, collaborative relationships, and a greater deal of adaptability and flexibility. In this presentation, Ms. Segil shows how both buyers and service providers can use metrics to support the building of the kind of relationship necessary to achieve the full potential of their outsourcing arrangements.
The numbers of stakeholders who have an interest in outsourcing relationships comprises more than buyer and provider. Understanding the interests of all of the key parties is critical because they are the ones who will ultimately define whether the relationship is a success or a failure.
Learn how to hone metrics for the five key groups who have a stake in outsourcing relationships:
- Management: How do the results of the outsourcing arrangement compare to the promises made by internal sponsors and external partners? Are we achieving the value proposition? - Other functions within both buyer and provider: How does this arrangement add value to us? What’s in it for them? How will outsourcing affect me? - Governance team members/relationship managers: How does this relationship fit with other outsourced relationships in our organization? How can I ensure that this relationship is successful? - External analysts, competitors, and the market: What is the competitive impact of this outsourcing arrangement? - Partner: Do the results of this relationship meet both our contractual and non-contractual expectations? Are our expectations and perception of performance aligned with our partner?
9:50-10:50am
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Dr. Oren Harari
Best-selling author and
Leading Visionary
Debunking "The Dark Side" of Outsourcing | |
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As with all revolutions, the explosion of outsourcing over the past few years has created an intellectual and political backlash. We’re all aware of such much-hyped issues as:
- Outsourcing is killing our employment; jobs that are outsourced will never be replaced. - Outsourcing is making companies "hollow" and directionless. - Companies are only using outsourcing as a knee-jerk "slash and burn" tactic to prop up financials; an approach that will ultimately weaken them.
While these and other concerns may have some basis in fact, they are essentially built on a foundation of "invalid" fears and prejudices. In the age of accelerating deregulation, globalization and technological advance, the opportunities for increased employment, more focused strategic direction, and more sustained competitive strength are huge; but only for those companies that use outsourcing to enhance their capabilities, and to become more innovative, agile, quick, and knowledge-based.
In other words, outsourcing by itself can be misdirected, and on its own is no panacea for any company's competitive woes. But, drawing on his prior work and current research on how to overcome accelerating commoditization in every industry, Oren Harari shows delegates how to use outsourcing to re-ignite and re-invent themselves.
In this inspiring and content-based close to the 2004 Summit’s general sessions, Oren Harari, one of today’s top business thinkers and motivators, takes head on these over-spun issues and shows business leaders how outsourcing is not the cause but just perhaps the cure for many of today’s most pressing business, economic and social problems. He shares powerful principles and examples of what great leaders are doing to make just that happen.
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For information on sub-conference sessions, click here.
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