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The Program: A Global Event with a European Spotlight

This two-day event features morning Keynote Sessions and concurrent in-depth afternoon Focused Track Sessions. Main Session Keynotes explore how businesses and governments can use outsourcing to deliver better services to their customers and better returns to their stakeholders. Focused Educational Track Sessions detail the practical application of outsourcing within key parts of the business. A track dedicated to buyers on strategy, implementation and management, as well as tracks featuring timely case studies and the critical Issues & Answers make The 2004 European Outsourcing Summit the most important event in the field.

Main Session Presentations

Monday, June 28, 2004
8:30 am – 9:30 am

The Emerging Outsourced Economy

We are rapidly approaching a world where as much as 70 percent of traditional business operations will be outsourced and as much as 70 percent of that will go offshore. It represents a fundamental restructuring of business with enormous implications for all of us – executives and managers, employees, customers, and investors, alike.

For executives and managers greater outsourcing means that the skill sets they need to do their jobs will change dramatically. Sourcing is now strategy. Acceleration, flexibility, and innovation are often more important than the base outsourcing business case. Internal sourcing is becoming zero-based and project driven. Markets, not managers, are driving sourcing decisions. And, geography is history. It’s no longer sufficient to know how to manage internal resources; managing outside relationships with outsourcing service providers is now just as, if not more, important.

In the opening session of The 2004 European Outsourcing Summit, Mike Corbett shares insights from his upcoming book, The BPO Revolution: Using Business Process Outsourcing to Leverage Your Company’s Assets (Dearborn Trade Publications, Fall 2004), to provide not just insight but guidance on what companies need to do to capture the competitive edge they truly seek through global business process outsourcing.

Michael F. Corbett

Conference Chair and

President & CEO

Michael F. Corbett & Associates, Ltd.

Michael F. Corbett is one of the world’s best-known experts on the topic of outsourcing. He has worked with organizations as diverse as Bell Canada, Delta Airlines, Ericsson, GlaxoSmithKline, IBM, the U.S. Department of Defense, the C.I.A., the People’s Republic of China, and India’s NASSCOM.

In 1996, Mr. Corbett was an expert witness on outsourcing at hearings called by President Bill Clinton, and in 2002 was invited to testify at hearings on the U.S. Federal Government’s outsourcing policies and practices. His views on the current outsourcing debate have been reported on CNN’s Lou Dobbs Tonight and The CBS Evening News with Dan Rather.

9:30 am – 10:30 am

Outsourcing @ Work

Today Business Process Outsourcing is on everyone’s agenda; since the early 90’s outsourcing has emerged from a solution to reduce costs to a new way of conducting business. Above all, BPO allowed organizations to focus on their strategic activities, divest tactical functions and benefits from an emerging market of outsourcers.

This presentation is about discovering how BPO can work for your organization. In this session, Jean-François will discuss what transformational outsourcing could mean for large scale organizations, the importance of establishing a rigorous governance framework, and developing collaborative relationship management approaches between the client and supplier.

Jean-François will conclude this session by sharing valuable lessons learned and managerial tools that could be replicated across any types of outsourcing to sustain the value sought.

Jean-François Poisson

General Manager – Contract Management

Bell Canada

As a practitioner, Jean-François combines outsourcing fundamental knowledge to the daily management experience of outsourcing ventures which he has been sharing at various seminars in Europe and North America.

In 2001, he was recognized by his peers and nominated as a Finalist to the World Achievement Award for the development of industry-leading outsourcing management practices and tools.

11:00 am – 12:00 pm

Provider Roundtable: The Future of Outsourcing

What the industry’s 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. Questions we’ll be debating are:

- What is the industry getting right today, wrong today, and how do we fix it?

- Are providers really helping customers blend outsourcing, business process outsourcing, offshoring, and shared services into a seamless mosaic of change?

- How are providers raising the bar on their delivery of true competitive advantage to their customers?

- What’s coming around the corner that we all need to be planning for today?

Phil Heggie
Vice President, UK and Europe, Global Outsourcing

Unisys

Chris Noon

European HR Outsourcing Leader

Hewitt Associates

Prabhuu Sinha

Senior Vice President

Satyam

Tuesday, June 29
8:30 am – 9:15 am

Capturing Full Value from Outsourcing & Offshoring

Outsourcing & Offshoring can create enormous benefits for companies, not only in cost savings but in process enhancement and overall productivity improvement. But they are, after all, only 2 of a broader set of levers that companies can pull to increase productivity.

Moreover, unless a company-wide Global Process Architecture (GPA) is designed that clearly maps out which processes should be optimized in-house, which outsourced and/or offshored, full value may not be captured.

Stephen Doig
Associate Principal
McKinsey & Company

One of McKinsey & Company's most experienced practitioners in the outsourcing of manufacturing processes, Steve has served a broad spectrum of enterprises on these issues, and spoken and written extensively on the topic.

In the opening session for Day Two of the 2004 European Outsourcing Summit, Peter Peters will share insights on the benefits of designing and implementing a GPA. Steve Doig will then dive deep on one key lever: Supplier Management.

The session will thus cover the issues in outsourcing of services as well as the challenges of sourcing manufactured products.

Peter Peters
Associate Principal
McKinsey & Company

One of the leaders of McKinsey's Business Process Outsourcing & Offshoring Practice, Peter has led client work in High Tech and other industries. He is currently spearheading the Firm's work on designing and implementing Global Process Architectures with a cross-industry focus.

9:15 am – 10:00 am

Major Sporting Events: Outsourcing, the name of the Game

Major Sporting events are one-off, heavily mediatized, complex projects. For cities and countries hosting them, they are “once in a lifetime” events and as such are a unique challenge in terms of coping with lack of experience and steep learning curves; all that while having to deliver at the highest level and under stringent deadlines.

For bidding or organising committees, outsourcing is a key fundamental managerial tool in achieving their goals.

It could even be argued that outsourcing is structural and of second nature for such organizations that cannot but succeed on the global playing field.

Essar Gabriel
Deputy Chief Executive Officer

and Chief Operating Officer

Paris 2012 Bid Committee for the Olympic Games

A civil engineer by trade and a 1996 MBA graduate from the European Institute of Business Administration (INSEAD), Essar has in the last 8 years worked within the organizing committees of the 3 biggest sporting events in the World. He was for 2 years the Director of the International Media Centre of the 1998 FIFA Football World Cup in France. In 1999, he moved to Australia to help host the Sydney 2000 Olympic and Paralympic Games as the Venue Manager of 6 Olympic and 8 Paralympic sports. In 2001, he moved back to France to become the Chief Executive Officer of the successful Paris 2003 IAAF World Championships in Athletics.

10:30 am – 11:15 am

Transformational BPO

The evolution and the revolution stages within the Outsourcing Management(OM) is becoming new frontier for value creation.

From the conventional outsourcing of support and complementary processes such as payroll, legal, T & E etc, the outsourcing fairway is fast shifting to configurational outsourcing of strategic operations. This demands a critical reshaping of positioning along the value chain. The levers that drive the change for transformation needs a disciplined approach. Together we will explore the frame work in defining the key success factors for transformational outsourcing.

Shishir Babu

COO, SLBA, Asia

Sara Lee Branded Apparel

Currently, Shishir is the COO for SLBA Asia with responsibilities for Asia Development and for Strategic Outsourcing. He is also a member of the Board of Directors, Sara Lee Apparel India.

Expertise in global supply chain and operations, outsourcing, and market development.

Holds a Masters in Operations Research from the University of Michigan and an Executive MBA from Northwestern (Kellogg).

11:15 am -12:00 pm

Carve-Outs as the Next Step for Shared Services

In this period of turbulent economic and capital market conditions, corporates are increasingly faced with the challenge of how to focus on their core businesses, reduce costs, avoid unnecessary capital expenditure and enhance the balance sheet wherever possible, whilst at the same time avoiding large scale layoffs and destroying morale.

The back-office has generally not been looked upon as the answer to these problems. However, as the example of British Airways show, a carve-out approach is an option.

Jeremy Young

Partner and Managing Director
Warburg Pincus Intl LLC

Jeremy Young is a Partner and Managing Director at Warburg Pincus Intl LLC, the global private equity business, where he has been for 12 years, most recently leading investments in the outsourcing area

Educational Track Sessions

Monday, June 28, 2004
Round 1 2:00 pm – 2:50 pm

Buyers: Strategy

Smartsourcing: How Leading Edge Companies are Driving Increased Value Through Greater Relationship Intimacy

Smartsourcing is the process of initiating and managing strategic alliances in the supply chain. The leading edge companies are rapidly turning supply chains into value chains utilizing alliances and partnerships.

Many companies have now discovered that concentrating solely on outsourcing to reduce costs is a fatally flawed, short term model. Advanced companies are focusing rather on initiating long term strategic relationships with suppliers to allow both sides to develop sustainable competitive advantage.

This presentation will explain how this process is happening currently. It will highlight cases where receivers of smartsourcing services have generated breakthrough value. It will also show how suppliers of smartsourcing services are using partnership as a critical differentiator in a crowded market.

Mike Nevin

Chairman

ASAP Europe, Ltd.

A highly enthusiastic and committed professional, who works intuitively. He is analytical in style, often challenging opinions to analyze the thinking behind them. He is very open and participative, but likes to work quickly and can become impatient if his efforts do not result in tangible results. In the past his creativity in problem solving has directly led to tangible bottom line benefits for his employers and clients.

Outsourcing-in-Action

sponsored by Unisys

Beyond Transformational BPO - Economic Benefits of the Financial Services Utility

Learn how leading financial services firms are reaping significant benefits from creating outsourcing partnerships that combines the best features of transformational outsourcing and shared services operations. The session will use case study material to present evidence of success and illustrate the learning points. The session will include the design of a hybrid on/offshore utility model.

This session should appeal to profit-responsible operations executives, strategists, sourcing professionals and their advisors.

Neil Tointon

Director of Operations

Abbey Life

Neil is responsible for Abbey Life’s major outsourcing relationships, including the outsource of policy administration/customer services and IT to Unisys. He is a non-executive Chairman of Links4Learning, which fosters links between educational institutions and the business community, and a non-executive director of CyphaWare Limited, who work in data encryption and security.

Paul Barrow

Head of Customer Service
Unisys Insurance Services Limited

With UISL, Manages Customer Services ensuring all SLAs are achieved alongside continual process improvement and cost reduction. Has wider Unisys Global Outsourcing responsibility for development of Offshore processing capability, which is on track for moving first process to India during 2003.

Issues & Answers

Moderated by:
Tarun Mehta

Managing Director, neoIT

Offshore Outsourcing Panel Discussion

A lively discussion offering an exceptional opportunity to gain first-hand insight on the outsourcing experiences, infrastructure robustness, cultural fit and stability available from outsourcing destinations around the world.

Lucian Butnaru

CEO

Akela, Romania

Dr. Tunde Gulyas
CEO

Colling Ltd, Hungary

Pedro Falcao Goncalves

President

InterAct Software, Brazil

Alexander Egorov

CEO

Reksoft, Russia

Round 2 3:20 pm – 4:10 pm

Buyers: Implementation

Synchronizing Outsourcing for Break-Through Performance: A Global Manufacturing Perspective

Despite the great promises from driving business performance through outsourcing, many executives continue to be perplexed by the multitude of choices and the complexity of decisions involving outsourcing: What to outsource? Whom to outsource to? How to execute, manage, and synchronize outsourcing across the value chain?

Based on extensive global research on outsourcing practices across more than 600 companies in Europe and North America, and in-depth case research on leading practices, we will shed light on the critical

issues executives need to deal with and unlock some of the mysteries to managing and synchronizing outsourcing as a strategic advantage for break-through business performance.

Peter Koudal

Director, Deloitte Research

Peter leads the global manufacturing research and focuses on business strategy and performance, supply chain management, customer relationship management, product development, and value chain synchronization. His work has been covered in leading business media around the world including The Economist and Financial Times.

Sarita Mathur

Research Fellow, Deloitte Research

Sarita’s research focuses on issues relating to global outsourcing across various industry segments such as manufacturing, energy and telecommunications. As a former Manager at Deloitte Research, her work focused on business strategy in the manufacturing industry, with special emphasis on product innovation and knowledge capital.

Outsourcing-in-Action

sponsored by Hewitt

HR Outsourcing Overview and Cases

Human Resources is one of the fastest growing outsourcing services.

In this session gain insight on the diverse HR outsourcing models and how companies such as SONY, RBS, Astra Zeneca and Hewlett Packard have defined and implemented HR delivery approaches.

We will provide best practice examples of insourcing/outsourcing analysis, business cases and implementation of HR outsourcing.

Chris Noon

European HR Outsourcing Leader, Hewitt Associates

In addition to Chris’ current responsibility, he sits on the UKI market leadership team in a thought leadership capacity. He has over 10 years’ experience in outsourcing and broader consulting and has worked with some of the largest organizations in the UK.

Marcel van de Pol
European HR Outsourcing Leader,

Hewitt Associates

Marcel has over 10 years of international consulting experience in helping multinational organizations with their transformation efforts. His experience has been with multinational corporation's across Europe, specifically in the Manufacturing and Pharmaceutical industries.

Issues & Answers

Internal versus External Outsourcing

Companies have many options to improve the performance and contribution of their support functions (F&A, HR, IT…) ranging from re-engineering, to internal shared services or outsourcing.

These value-adding options can be applied over time or mixed, depending on the strategy, the current situation, the company’s culture vs. transformation as well as the potential social impacts and the related transition costs.

The session will explore the options, their pros and cons from diagnostic to operational implementation and governance.

Key success factors as well as business opportunities and risks will be discussed based on real cases and on senior executives concerns in Europe.

Jean-Claude De Véra
President, BIPORIS

Jean-Claude De Véra oversaw a number of shared services and BPO initiatives from design to implementation and operation within mutli-national corporations. Previous roles included Regional Business Services Director at BP Amoco, as well as Director level positions at Intel and Crown Cork and Seal and Bull.

Armand Angeli

Senior Partner, BIPORIS

Prior to co-founding BIPORIS, Armand Angeli was the European Business Development Director, Business Process Outsourcing for PwC. He previously held various international roles with IBM and GE. Armand heads up a network of shared services and outsourcing practitioners in France and is very active in leading professional organizations.

Round 3 4:30 pm – 5:20 pm

Buyers: Implementation

Jeff Baer
Global Procurement Executive,
Deutsche Bank

In his current position, Jeff has managed an innovative project to outsource the bank¹s end-to-end procure-to pay business process to Accenture. Jeff was a partner at Mitchell Madison Group before joining Deutsche Bank in 1999.

Crafting a Procure-to-Pay Outsourcing Relationship: The Deutsche Bank Story

In a bold and unprecedented move, financial services giant Deutsche Bank earlier this year outsourced its entire procure-to-pay process (worldwide corporate purchasing and accounts payable services) to a global service provider. What were the drivers behind this initiative? What risks and benefits were taken into consideration during the assessment and planning phase? How was the scope of the agreement defined? How did technology impact the decision? What results have been achieved to date?

Mark Toon

Co-Founder & CEO, EquaTerra

A highly regarded thought leader and pioneer in the BPO industry, Mark has advised global corporations on BPO, management of third party contracts, shared services development, and SG&A cost reduction/value improvement. In addition, Mark founded and operated one of the very first F&A business process outsourcing providers – SourceNet Solutions.

Outsourcing-in-Action

sponsored by Satyam

Implementing an Enterprise Sourcing Management Office – An Experiential Perspective

Understand how adopting a process approach’ to sourcing management through an Enterprise Sourcing Management Office (ESMO) can improve the strategic alignment and operational effectiveness of your IT sourcing initiatives.

In this session, Satyam presents a proven methodology for implementing an ESMO in a multi-sourced environment. The session will show case key lessons learned in ESMO implementation in a leading financial services organization, besides a snapshot of associated tools and templates.

Prabhuu Sinha

Senior Vice President, Satyam Computer Services Ltd.

Prabhuu has over 30 years of experience in various industries including Information Technology, Oil and Gas, Construction, and Manufacturing. Prabhuu is a member of the Advisory Board at Carnegie Mellon University for the eSourcing Capability Model (eSCM).

Issues & Answers		Knowledge in Outsourcing: The Missed Business Opportunity Knowledge is the ultimate source of competitive advantage for any business. Yet most organizations involved in outsourcing lack the means and experiential research to assign value to the knowledge they are transferring and acquiring. They also lack any real understanding of how new knowledge can be created and exploited in outsourcing situations. This lack of focus on what happens when an organization outsources is a serious gap in practice.

John Hindle Senior Partner, Knowledge Capital Partners John has an extensive international business background, having served for more than 20 years as a senior executive and adviser to several companies in the US and Europe on market entry, customer relationship, outsourcing, and brand development strategies.

Leslie Willcocks Professor, Warwick University Leslie has an international reputation for his work on e-business, information management, IT evaluation and information systems outsourcing. He is co-author of 23 books and has published over 140 papers in journals such as Harvard Business Review and Sloan Management Review.

Round 5 3:00 pm – 3:50 pm

Buyers: Implementation

Why and How Governance Drives – or Thwarts – Outsourcing Success

There is an inextricable link between the management of the relationship between buyer and service provider and the value that is actually realized, or lost, from an outsourcing transaction. Without an effective governance program, outsourcing buyers risk failing to obtain their targeted cost reductions (or potentially even increasing their spend), and failing to achieve the benefits of process transformations. Danny Ertel will share practical and immediately actionable insights into how to avoid these problems, present the results of recent research on value loss due to poor governance, and provide an organizational readiness self-assessment that will help participants directly determine whether they’re on the right track with their governance model.

Danny Ertel

Partner

Vantage Partners, LLC

Danny is a leading international authority on negotiation and relationships management and head of Vantage Partners’ Outsourcing Practice. In addition to working with both buyers and providers to institutionalize relationship management best practices, Danny is a frequent speaker and author on building organizational capability to negotiate and solve problems collaboratively.

Outsourcing-in-Action

The Art of Globalization

Tarun Mehta

Managing Director

neoIT

Tarun has over 20 years of managing industry operations and delivering strategic outsourcing advice to global clients. As a trusted advisor to top global executive, He has sourced, negotiated, procured, and partnered with global companies to bring products and services to market in a cost and time sensitive manner while ensuring quality. An early adopter of the Global Service Delivery model, Tarun has helped companies and clients drive profitability by helping them establish offshore operations from concept development through steady state management.

Session information available soon.

Issues & Answers

"Near-shore" Outsourcing in Eastern Europe

IT services businesses in Eastern Europe hope that EU accession will boost cross-border trade, and in particular with Germany. Indian and Asian companies have found it harder to make headway in northern and central Europe for cultural as much as technical reasons. Far fewer Indian graduates speak German than English, and there is less experience of the culture and business of mainland Europe. Eastern Europe, on the other hand is the opposite. “Near-shore” outsourcing also appeals to cautious CIOs who want to maintain control over IT assets.

Andreas Floth
Senior Outsourcing Consultant

PA Consulting Group

Andreas is based in Germany and specializes in outsourcing, particularly in the telecommunications sector. His outsourcing knowledge also spans across in the insurance, energy, mail order, wholesale and automotive sectors. In addition, Andreas also has extensive experience in developing and implementing large-scale IT projects, IT infrastructure, e-Business and CRM programs.

Round 6 4:00 pm – 4:30 pm

Issues & Answers

Going Forward

Join Mike Corbett as he sums up the most important messages and lessons learned at The 2004 European Outsourcing Summit. Attendees will have the opportunity to discuss key elements, the latest thinking and future trends through this interactive and insightful closing session.

The 2004 European Outsourcing Summit concludes with an interactive session with Michael F. Corbett.

To download the full program, click the ‘download related materials’ button at the top of the page.

EOS2004 Program Structure

Monday, June 28, 2004

7:30 am

Registration Opens

7:30 -8:30 am

Breakfast Served in the Newport Bay Club Hotel Restaurant

8:30-10:30 am

Keynote Presentations

10:30-11:00 am

Refreshment Break in the Exhibition Hall

11:00-12:00 pm

Keynote Presentation

12:00-2:00 pm

Networking Lunch in The Exhibition Hall

2:00-2:50 pm

Educational Track Sessions – Round 1

Buyers: Strategy

Outsourcing-in-Action

Issues & Answers

2:50-3:20 pm

Break in the Exhibition Hall

3:20-4:10 pm

Educational Track Sessions – Round 2

Buyers: Implementation

Outsourcing-in-Action

Issues & Answers

4:10-4:30 pm

Break in the Exhibition Hall

4:30-5:20 pm

Educational Track Sessions – Round 3

Buyers: Implementation

Outsourcing-in-Action

Issues & Answers

6:00-7:30 pm

Cocktail Reception

Tuesday, June 29, 2004

7:30-8:30 am

Breakfast in the Newport Bay Club Hotel Restaurant

8:30-10:00 am

Keynote Presentations

10:00-10:30 am

Break

10:30-12:00 pm

Keynote Presentations

12:30-2:00 pm

Topical Tables Luncheon

2:10-3:00 pm

Educational Track Sessions – Round 4

Buyers: Implementation

Outsourcing-in-Action

Issues & Answers

3:00-4:00 pm

Educational Track Sessions – Round 5

Buyers: Management

Outsourcing-in-Action

Issues & Answers

4:00-4:30 pm

Educational Track Sessions – Round 6

Issues & Answers: Going Forward

4:30 pm

Conference Closes

*Speakers subject to change

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Stephen Doig Associate Principal McKinsey & Company One of McKinsey & Company's most experienced practitioners in the outsourcing of manufacturing processes, Steve has served a broad spectrum of enterprises on these issues, and spoken and written extensively on the topic.

Stephen Doig
Associate Principal
McKinsey & Company

One of McKinsey & Company's most experienced practitioners in the outsourcing of manufacturing processes, Steve has served a broad spectrum of enterprises on these issues, and spoken and written extensively on the topic.