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| The Strategy of Outsourcing (OUTSOURCING STRATEGY) Anil Kaul, Principal, Booz Allen Hamilton Anil kicks-off the Outsourcing Strategy track with a review of latest trends and approaches to driving organizational change through strategic outsourcing.
Dr. Kaul is a Principal at Booz Allen Hamilton with extensive experience in organization design and efficiency improvement through outsourcing, shared services and process standardization. He received his MBA from the University of Chicago and Ph.D. in Computer Science from Columbia University. ……………………………………………………….
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|  | Beyond Offshoring: The Emergence of Services Globalization (OFFSHORE OUTSOURCING) Atul Vashistha, CEO, neoIT
How can companies execute their corporate strategies and achieve competitive advantage by leveraging services globalization?
The offshoring industry has gone through several iterations in the past 5 years. It has witnessed acceleration due to Y2K and deceleration due to the 2004 Presidential elections. Despite the bumps, companies in the U.S. and around the world have experienced the benefits of leveraging global resources in an effort to become more competitive, more efficient organizations. As strategic thinking supercedes tactical execution, services globalization will take root and a new breed of flexible, efficient organizations will emerge with the world as its competitive playing field.
In this keynote session for the Offshore Outsourcing track, delegates learn what it takes for their organizations to be part of that emerging breed. Key topics to be covered include:
-The next wave in offshoring -Offshoring - as a tool for implementing business strategy -Key habits of "Highly Effective Offshore-Execution” firms
Atul is the Chairman and CEO of neoIT and one of the world’s leading authorities on the globalization of services. He is the co-author of the recently published book, “The Offshore Nation” (Tata McGraw-Hill). ……………………………………………………….
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Market Myths & Realities (OUTSOURCING SERVICE PROVIDERS)
Jagdish R. Dalal, Principal, JDalal Associates LLC
The selection of what services to externally source and to who is the central aspect of strategic outsourcing. But, despite the long history of outsourcing, there are more myths and stories about the sourcing process and its drivers than facts.
This keynote session in the Outsourcing Service Providers track addresses those market realities, myths, and what service providers really need to do to assure a greater degree of success in the marketplace. It presents both the buyer’s and provider’s views on what has worked well and what needs to work well as outsourcing becomes a key strategy for most businesses.
The session covers:
- Best practices in sourcing service providers - Strategy and practices that businesses demand but don’t get satisfactory responses from service providers for - What frustrates service providers about the sourcing process and selection - The key success factors for creating and maintaining a strong relationship
Jag’s deep experience as an executive who has contracted for outsourcing services combined with his leadership role in establishing outsourcing practices at some of the world's largest professional services companies gives him unique insights into the field. He has taught workshops around the world in the US, Canada, India, China, Japan, Brazil, Australia and South Africa. ……………………………………………………….
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Outsourcing Processes, Tools, & Skills – the Right Stuff (OUTSOURCING PROFESSIONAL SKILLS) Danny Ertel, Partner, Vantage Partners
In order to achieve real value from their outsourcing relationships, outsourcing professionals must employ the right processes, use the right tools, and apply the right skills. Getting providers and retained organizations to work together to achieve the right results is a function of their mindset and behaviors, which must be enabled and supported through the leadership of the outsourcing professional.
Doing this requires outsourcing professionals to acquire new skills, to exhibit new behaviors, and to make some significant changes in their mindset and assumptions. Retained employees charged with working with the provider have to be able to shift from accomplishing results by directly managing the team doing the work, to accomplishing results by managing the relationship with the provider. Transferred employees have to shift from being internal team members and resources to being external service providers, with new management, metrics, and incentives. Asking individuals to take on new roles or to exhibit new behaviors in a new context or environment is a recipe for failure if they are not supported by effective processes, useful tools, and the necessary training and coaching.
In this keynote session of the Outsourcing Professional Tools track, Summit delegates learn:
- The new skills, mindsets, and ultimately, behaviors required for managing outsourcing relationships (vs. “doing the work”) - Why these changes are difficult, but essential - Which “levers” outsourcing professionals can use to support and enable the desired new behaviors
Danny is a leading authority on negotiation, relationship management and conflict management and former Senior Researcher at the Harvard Negotiation Project. He focuses on helping buyers and providers alike improve the way they negotiate and manage complex outsourcing arrangements.
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Seeing Both Sides of the Outsourcing Coin (CASE STUDIES IN OUTSOURCING LEADERSHIP) Robert Kane, Head of BPO Services, Mercator Dubai
As both a buyer and provider of outsourcing services, Robert Kane brings a unique perspective to the real-life experiences of outsourcing. He shares both the successes and shortcomings of today’s outsourcing environment and offers an insightful view of the where the future needs to be.
Robert’s responsibilities include airline revenue accounting, customer loyalty program management, call center services, data center services, and software development. He has more than 20 years of experience in the manufacturing and airline industries.
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| CONCURRENT EDUCATIONAL TRACKS ROUND TWO: 4:40 pm – 5:30 pm
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An Outsourcing Market Analysis Update (OUTSOURCING STRATEGY) Michel Janssen, Managing Research Director, Everest Group
There is no doubt that the outsourcing industry is moving fast and furious and changes are happening monthly. Buyers are wanting new services and in different ways. Current suppliers are not only developing new offerings, but there is a continuous change in the supplier landscape and their target markets. With that comes countless sales pitches and rumors that need to be analyzed and understood.
This session features content from the Everest Research Institute including the results of recently completed market analyses to identify the hard industry facts – an essential ingredient in developing any company’s outsourcing strategy.
Attendees gain an understanding of:
- Market size, growth rates, and penetration - Which industries are leading in the adopting of outsourcing and which are just starting to move - The functions being outsourced - How each of the different regions around the globe are evolving - Which suppliers are leading the way and what are they doing right - The risks that executives should be thinking about
During a career spanning almost two decades in outsourcing leadership positions, Michel Janssen has been a major contributor to the industry’s development, designing strategies for creating effective relationships between service organizations and their clients across a wide cross-section of industries and business processes.
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| Implementation: The Name of the Game (OUTSOURCING IMPLEMENTATION) Abe Eshkenazi, Managing Director, American Express TBS
Abe, one of the Summit’s most sought after speakers, kicks-off the Outsourcing Implementation track with a practical, no holds-barred review of what’s really key to the successful implementation of outsourcing.
Successful implementation means many things within the outsource world. The critical success factors are often a blend of many factors, including: size of the engagement, resource commitment, client objectives, among others. The session will focus on meeting providers and client expectations during the outsource life cycle.
Abe is team leader and a Managing Director for American Express’s Tax & Business Services Consulting Group. His primary responsibilities include project management, assisting clients in operational efficiencies through business process redesign, individual and organizational alignment, cost containment, and managing implementation of information system enhancements and integration.
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Value-Based Collaboration – New Business Development Strategies for Outsourcing Professionals (OUTSOURCING SERVICE PROVIDERS)
Rennie Crabtree, President, Marketing Outcomes Incorporated
Outsourcing is not just about reducing costs. Corporations purchase products and services for one reason: to obtain a future return on invested capital. As a result, significant gains in market share, sales revenue and profit are best realized when new business development professionals are able to extend outsourcing solutions into economic/financial impact. Profit thus becomes a function of profit enhancement for all parties involved - the client, channel partners, and the outsourcing provider.
Actionable insights service providers will gain include:
- Identifying Critical Points of Client/Prospect Contact - Alternative Accessing Strategies and Tactics - Crafting Initial Value Propositions - Gapping Across the Four Dimensions of Clients’ Outsourcing Decision Making - Avoiding Commoditization Traps - Negotiating Based Upon Economic Impact – Not Cost
Rennie has served as Senior Vice President of Sales and Marketing for Moody’s Investors Service in New York City. A former Naval Aviator, he holds an MBA from New York University, and received the American Marketing Association’s International Gold Medal for “significant contributions to the discipline of marketing.”
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Successful Outsourcing the Six Sigma Way (OUTSOURCING PROFESSIONAL SKILLS) Paul O’Brien, Senior Manager, Finance & Performance Management, PricewaterhouseCoopers Ireland
The successful implementation of outsourcing projects requires careful planning, analysis and control throughout all stages of the transition. Six Sigma is an important methodology that when used by outsourcing professionals can help many organizations get safely through the process.
Delegates learn the following:
- A Six Sigma methodology and tool-kit - How to manage the risk of outsourcing using Six Sigma - How Six Sigma can create a metrics culture - Continuous improvement using Six Sigma techniques - Lessons learned by leading adopters
Paul is a performance improvement expert with over 16 years experience in financial services working in Limerick, Dublin, London, and New York. Before joining PwC Ireland, Paul worked for 6 years for JP Morgan Investment Bank, London where he was Vice President – EMEA Finance and a Six Sigma Master Black Belt. ……………………………………………………….
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Benefits of Near Shoring Your Information Technology requirements to Atlantic Canada (CASE STUDIES IN OUTSOURCING LEADERSHIP)
Kevin Bulmer, Senior Investment Officer, Atlantic Canada Opportunities Agency
Discover why Atlantic Canada is a leading North American destination for shared services and IT outsourcing operations. Companies like Keane, EDS, OAO Technologies, CenterBeam, xWave, CGI, Fujitsu Consulting, Xerox, UPS, Computer Generated Solutions, and many others already have.
An international cost comparison study conducted by KPMG has determined that Atlantic Canada has the lowest operational costs for shared services in the G7. With a population boasting one of the highest post secondary degree ratios per capita, single digit turnover rates, and low legislated benefit costs, you will want to know more about opportunities in the Atlantic Canada region.
Kevin works at the head office of the Atlantic Canada Opportunities Agency (ACOA. ACOA is a federal government agency with the goal of improving the economy of Atlantic Canadian communities through the successful development of business and job opportunities.
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5:30 pm – 7:00 pm WELCOME RECEPTION - EXHIBITION HALL
Join fellow delegates from around the world in an enjoyable social gathering presented in the Outsourcing World Summit’s Exhibition Hall. |
| Tuesday, February 21
8:00 am – 9:00 am CONTINENTAL BREAKFAST – EXHIBITION HALL
9:00 am – 10:40 am KEYNOTE PRESENTATIONS
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Pioneering the Way Forward
Pramod Bhasin, President & CEO, Gecis Global
Through his work at GE and now as President & CEO of its outsourcing spinout, Gecis Global, Pramod has gained an exceptional understanding of what it means to leverage process centricity, quality, and a global footprint into exceptional returns for shareholders. He shares his exciting, personal vision for the Corporation of the FutureSM and how global sourcing and process reengineering will definite it.
Under Pramod's leadership, GE pioneered the business process services industry in India, China and Europe. Prior to the Gecis restructuring, Pramod was a GE officer with a career of over 25 years and hasworked in RCA and GE in a variety of roles, including Corporate Audit, CFO of GE Capital'sCorporate Finance Group, and as the head of GE Capital in India and Asia.
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It’s the Innovation, Stupid!
A panel discussion chaired by Michael F. Corbett
Just about every customer you talk to lists innovation as the top missing element in their outsourcing relationships – even those relationships that they rate high for meeting all of the cost and service level objectives initially set. Why is this? In fact, what do we really mean by innovation? How do you know when you are or are not getting it? And most importantly, what are the few who are getting it doing that most others are not?
Join Mike Corbett and a panel of customers, providers, and advisors as they explore outsourcing’s most important, yet most difficult to capture value element – innovation. |
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CONCURRENT EDUCATIONAL SESSIONS ROUND THREE: 11:10 am – Noon
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|  | Exploding Popular Myths of Offshoring (OFFSHORE OUTSOURCING) Dr. Suresh C. Gupta, Partner and Worldwide Head of Sourcing Consulting Practice, Capco
Dr. Gupta presents findings from the newly completed survey of Fortune 1000 companies discussing the motivation, approaches, and successes and failures in pursuing offshore outsourcing.
Some key points are that:
- The news of “backlash against offshoring” is overstated - If big businesses are losing faith in the offshoring model, it’s because offshoring is the wrong model - UK market regulators have stated the obvious: geographical risks must be managed but they have praised offshore vendors - “Race to India” location-centric model is fraught with danger - “Out-of-sight, out-of-mind” syndrome must be avoided
Prior to joining Capco, where he heads his firm’s sourcing practice, Suresh was a partner with PwC Consulting for more than 14 years. Prior to PwC Consulting, he was a Vice President with Bankers Trust and Citicorp Investment Bank. He is a frequent speaker on global sourcing, offshoring, business process outsourcing (BPO), customer care strategies and call center implementation.
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| Contracting for Success, Not Failure (OUTSOURCING IMPLEMENTATION) David Barrett, Partner and Head of Technology & Outsourcing, and Peter Brudenall, Partner, Simmons & Simmons
Two of the field’s top attorneys discuss how when properly managed the contracting process significantly enhances an organization’s ability to successfully design, implement, and sustain high-value outsourcing relationships.
They draw on the practical experience of clients they’ve advised all around the globe.
David Barrett is a leading figure in the world of outsourcing. Besides being recognized as a lawyer with international experience in outsourcing, he is also regarded as a “thought leader” in outsourcing and the globalization of services – particularly with respect to information technology.
Peter is a frequent speaker on technology law issues, and has been widely published in legal journals in the UK and internationally. He is the editor of Technology and Offshore Outsourcing Strategies to be published by Palgrave Macmillan, June 2005.
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A Proven Framework for Governance, Operational and Relationship Management (OUTSOURCING MANAGEMENT)
Jean-Francois Poisson, General Manager – Contract Management, Bell Canada
Today, business process outsourcing is recognized as a managerial practice and needs no more introduction. However, succeeding at outsourcing has proven to be a challenge for numerous organizations.
This keynote presentation, kicking-off the Outsourcing Management track of The 2006 Outsourcing World Summit focuses on:
- Determining the roles, responsibilities and resource allocation your organization needs to manage the outsource relationship - Avoiding loss of control - Overseeing effective communications - Ensuring organization alignment between the client and its providers.
In this interactive forum, join Jean-Francois and fellow delegates as you learn how to prepare your first outsourcing business plan (OBP), systematically address the key aspects of the business relationship, and share priceless lessons learned with colleagues from around the world.
As a practitioner, Jean-Francois combines theoretical knowledge with the daily management experience of overseeing some of his company’s most important outsourcing relationships. A frequent contributor to the Summit, Jean-Francois always brings fresh ideas and new approaches that everyone benefits from. ……………………………………………………….
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Contract Management: A Core Competence? (OUTSOURCING PROFESSIONAL SKILLS) Tim Cummins, Executive Director, International Association for Contract & Commercial Management (IACCM)
IACCMhas undertaken extensive benchmarks and best practice studies to understand why today's bid, negotiation and contract management activities frequently lead to disappointment and dispute. In complex outsourced relationships, traditional approaches and skills are proving inadequate in both selection and post-award management phases. This session will include:
- An overview of the Top Ten Best Practices in Contract Management - Implications to negotiation style and approach - collaboration or confrontation? - Impacts of third party advisors - when and how they should be used - Definition of changing skills and roles to support contracting for outsourcing professionals
Tim has more than 25 years experience in commercial contracting with major corporations in the financial services, automotive, aerospace and technology sectors. Tim has led negotiations up to $1.5bn in value and his work has taken him to more than 40 countries.
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HR Outsourcing Dialogue: The Voice of the Buyer (SPECIAL TOPIC) David Rhodes, Principal, Towers Perrin HR Services
Get straight stories from outsourcing's front lines as David Rhodes of Towers Perrin chairs a panel of current customer leaders of large-scale HR outsourcing arrangements as they talk candidly about their own experiences: the successes, failures and things they'd do differently to achieve even greater results in the future.
Panelists talk through issues around deal structure, governance, implementation, success and satisfaction in a "Socratic dialogue" that includes aggressive audience participation. Specifically, participants in this session will have the opportunity to:
- Push the envelope and get the truth from "the pioneers" in outsourcing -- senior HR leaders of companies who have already completed large-scale outsourcing arrangements -- about how to make outsourcing work - Ask questions and "kick the tires" around how to achieve more value and ROI from both new and existing outsourcing arrangements - Understand how current users are achieving HR transformational objectives themselves, using outsourcing as the impetus for getting the retained HR organization right - Learn about real-world experiences around governance, vendor relations, the art of the deal and achieving the right partnership with the outsourcer
David Rhodes is a Principal at Towers Perrin who led his company’s study of the effectiveness of large-scale HR business process outsourcing arrangements, bringing research participants together to form a buyers' group and share experiences as a network of peers.
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12:00 pm – 1:30 pm OUTSOURCING PROFESSIONAL HALL OF FAME AWARDS LUNCHEON
in association with Fortune® Custom Projects
Join your fellow delegates for an exceptional social and networking event as the International Association of Outsourcing Professionals (IAOP) inducts the first-ever members of the Outsourcing Professional Hall of Fame.
Presented by IAOP in association with Fortune Custom Projects, the Outsourcing Professional Hall of Fame recognizes outsourcing professionals for their career-spanning contributions to the advancement of outsourcing as a management practice and for their personal commitment to excellence and the very highest professional standards.
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CONCURRENT EDUCATIONAL SESSIONS ROUND FOUR: 1:40 pm – 2:30 PM
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|  | On-Shore, Near-Shore or Off-Shore? The Debate Continues… (OFFSHORE OUTSOURCING)
Join Linda Butts, Director, North Dakota Department of Commerce and other IAOP Corporate Members from the U.S., Canada, Russia, India and other emerging locations around the globe as they compare and contrast contemporary sourcing options. A not-to-be-missed session for any organization looking to develop or fine-tune its global sourcing blueprint.
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Intercompany Cooperation in Quality and Risk Management (OUTSOURCING MANAGMENT)
Dr. Brian B. O'Neill, Global Head CQA External Alliances, F-Hoffmann-La Roche Ltd.
Pharmaceutical companies outsource a significant part of their R&D activities to a wide range of third-party service providers. In so doing, however, they still maintain ultimate responsibility for quality management (QM) oversight and risk. This oversight is generally maintained through the conduct of qualification and in-process audits.
But, the time required to facilitate such regular and routine audits from multiple customers is extensively adding to overall costs. What if customers began to pool their efforts cooperating strategically in the planning of audits of service providers including sharing objective and non-proprietary information?
The results of a pilot study set up by F-Hoffmann-La Roche offers insights into this approach, which if successful could become a growing trend in outsourcing management across the industry. The results of the pilot study are presented, including:
- Identification of the processes and tools needed - Variety of audits conducted - Reaction of auditees and service providers - Improved efficiency for contract giver in QA oversight of broad selection of service providers commonly used - Some challenges, questions, concerns and how these were addressed
Dr. Brian B. O'Neill of F-Hoffmann-La Roche Ltd. is a leading advocate of new approaches to improving research and development outcomes through strategic outsourcing. He has spoken extensively at events across Europe and the U.S. ……………………………………………………….
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Using the Balanced Scorecard to Define Outsourcing Outcomes
(OUTSOURCING PROFESSIONAL SKILLS)
Barnaby Donlan, Manager, Balanced Scorecard Collaborative, Inc.
Defining outsourcing outcomes in clear complete measurable terms - that both
reflect the initial value expected and can change as business changes occur over
time - is one of the critical roles every outsourcing professional plays.
It's also one of the toughest parts of the job.
The Balanced Scorecard is one technique that outsourcing professionals can
use to gain organizational wide agreement on the measures of success while
simultaneously communicating their needs to the service providers in clear,
complete, measurable terms.
Barnaby Donlon is a global expert in Balanced Scorecards and works with David
Norton and Robert Kaplan's firm Balanced Scorecard Collaborative Inc., a Palladium company. ……………………………………………………….
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Outsourcing And Your Small Business (SPECIAL TOPIC)
Gene Marks, President, The Marks Group PC
Outsourcing isn’t just for the big guys any more. More and more small businesses are learning how to use the power of outsourced services to grow their businesses and maximize profits.
During this presentation small business leaders, and the providers and advisors that work with them learn:
- What outsourcing services are most important to small business owners - Why the needs of small businesses are different than large corporations - Popular small business outsourcing arrangements - The pros and cons of employees - Avoiding common outsourcing mistakes that can wreck your business - Creating new revenue opportunities through outsourcing - Where to look for outsourced help
Gene is a top expert on small business growth and success. He is the author of three books, including the just released “Complete Idiot’s Guide to Successful Outsourcing” (Alpha Books, September 2005).
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CONCURRENT EDUCATIONAL SESSIONS ROUND FIVE: 2:50 pm – 3:40 PM
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Evolution and Revolution of Transformational Outsourcing (OUTSOURCING STRATEGY)
Shishir Babu, Senior Vice President and Chief Operating Officer; Asia Pacific- Sara Lee Branded Apparel
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.
This session explores the framework and key success factors for transformational outsourcing:
- The five stages of growth leading to transformational outsourcing - The key matching factors for success with the outsourcing partners - Critical capabilities for transformation - Operating within the new outsourcing business models - Value creation platform - key load bearing pillars
Currently the Senior Vice President and Chief Operating Officer, Asia Pacific – Sara Lee Branded Apparel, Shishir has responsibility for Asia Development and for strategic outsourcing, he is a also Chairman of Sara Lee India and Sara Lee China. Prior to joining Sara Lee, Shishir worked with Konica Corporation, Tokyo Japan, heading the Global Supply Chain and Operations.
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Cutting-Edge Strategies for Navigating Privacy, Data Security, and Other Challenges when Dealing with Personal Data in an International Climate (OFFSHORE OUTSOURCING)
Philip D. Porter, Partner; Robin K. Everett, Counsel; Lori Jenkins, Partner; Hogan & Hartson LLP
This session focuses on legal, regulatory, and other challenges customers and providers face when processing personal and other data locally and across borders, and offers solutions for dealing with these challenges and equitably sharing responsibilities and risks between customers and providers.
This session will combine a look at data security requirements with a mock contract negotiation to give participants:
- a user friendly overview of the legal and regulatory landscape surrounding privacy and data security - a rational model for allocating responsibility for compliance with applicable laws and regulations - a workable procedure for responding to changing needs that controls customer costs and provider expenses - effective responses when customer needs are not being met Philip Porter is a director of the Intellectual Property practice at the law firm of Hogan & Hartson. RobinEverett helps clients acquire technology assets and services. Lori Jenkins is a member of the firm’s Intellectual Property practice.
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 | ManagingOutsourcing in a World of Mergers and Acquisitions (OUTSOURCING MANAGEMENT)
A.B. Maynard, President, Agilocity Consulting; Mike Harris, SVP Software Development, Fidelity Information Services
Whether we work for a bank, manufacturer or software company, we all live in a world of consolidation and divestiture. This presentation will discuss the ramifications of the change and chaos in our outsourcing relationships that results from the M&A activity. Actionable insights include:
- how to craft a contract that provides flexibility for the consequences of M&A - considerations to address after transitioning from multiple outsourcing providers to new provider(s) - how to reorganize IT for optimum productivity after an acquisition - how to drive process standardization and motivate the in-house software development organization. - how process maturity impacts the benefits of offshore outsourcing - how to align processes between the in-house organization and the offshore outsourcer - the importance of workflow to maximize the productivity of the hand-offs - the synergies of investing in in-house process improvements while investing in an outsourcing relationship - the intangible and tangible (measurable) benefits of initiating and achieving in-house CMMI certification
A.B. Maynard has over twenty years of technology, industry, management consulting and application software experience. Michael D. Harris is a senior vice president with Fidelity Information Services, a leading software and services provider for the world's top financial institutions and part of Fidelity National Financial.
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|  | Recent Trends in Outsourcing-Related Legislation (OUTSOURCING SERVICE PROVIDERS)
Neil Hirshman, Partner, Kirkland & Ellis, LLP
The past few years have seen an onslaught of legislative activity related to outsourcing, with well over 200 bills introduced at the state and federal level in the United States.
While this legislation has principally been in response to concerns about job loss and data privacy, the implications are far reaching. Service providers need to be aware of the scope of the applicable laws, how to comply, or help their customers comply, with these laws and their customers' concerns in this area. In addition, with the increase in data privacy regulations and public concern in the United States and the European Union, several offshore countries are seeking to provide a legal structure that is more hospitable to the enforcement of data privacy protections and service providers and customers alike need to understand how these changes may impact how they operate and structure their transactions.
Key topics include:
- Trends in Legislation - Passed Legislation - Compliance - Legislative Response in Provider Countries
Neil's practice focuses on intellectual property and technology related transactions, both domestic and foreign, including outsourcing (business process, information technology, and ASP), software development, software, trademark, patent and technology licensing, and strategic alliances.
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|  | Document Process Outsourcing: Business Strategies for Successful Market Engagement (SPECIAL TOPIC)
Holly Muscolino, Director, InfoTrends/CAP Ventures
Results and insights from a ground-breaking InfoTrends/CAP Ventures study that profiles the Document Process Outsourcing (DPO) business model and identifies the best practices and strategies required for successful DPO engagements.
Highlights from the October 2005 study will be presented and discussed. Participants will gain an understanding of:
- Which document-intensive business processes are being outsourced, including primary vertical industries and lines-of-business; - How DPO engagements are structured and measured; - Who are the primary DPO decision makers within an organization; - What are primary selection criteria for DPO service providers and what type of domain expertise is valued.
Holly is one of the world’s leading experts on document process outsourcing (DPO) who researches and reports on the topic for InfoTrends/CAP Ventures.
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CONCURRENT EDUCATIONAL SESSIONS ROUND SIX: 4:00 pm – 4:50 PM
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|  | Managing Outsourcing Risks to Ensure Strategic Success (OUTSOURCING STRATEGY)
Rick Julien, Executive and Phil Franz, Executive, Crowe Chizek
Everyone talks about strategic outsourcing, but how many organizations have a proven methodology for getting there? This session shares a practical model on how to integrate the business and technical components needed for a successful strategy, plan and execution. A case study, led by the client business process owner, shoes the model in action.
The following insights are gained:
- Symptoms of supply chain outsourcing risks - Key components of an outsourcing strategy including an innovative risk and performance framework - Business and technical integration needs - Insights from a client business process owner
Rick and Phil bring extensive client- and advisor-side experience to the subjects of strategic outsourcing and risk management.
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Innovative Outsourcing Deal Structures That Change the Rules and Unlock Value (OUTSOURCING IMPLEMENTATION)
Ben Trowbridge, Managing Partner, Alsbridge North America
A prevailing trend in outsourcing contracts and relationship management structures over the last few years has resulted in clients and vendors becoming equally dissatisfied. Taking a more creative approach to deal structures is needed for the industry to evolve new models ultimately transforming business performance.
This presentation will review several case studies and discuss the key drivers and actionable solutions to pursue along with several ideas that point the way to outsourcing deal structures of the future by addressing real problems such as:
- How to offload risk but maintain control - How to reduce internal conflict and allow communication to flow - How to create a balanced client/vendor relationship with common goals - How to find the right relationship and contract model that fits - Can joint venture sourcing models point the way to the future?
Cofounder of Alsbridge and Managing Partner for North America, Ben has more than 20 years of diversified global experience. Ben has led multiple sourcing transactions ranging from $150 million to $2.2 billion in a variety of functions across multiple industries.
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|  | Annual Compliance Reviews Ensure Outsourcing ROI (OUTSOURCING MANAGEMENT)
Chris Malone, Director Contract Compliance Review, Expense Management Solutions
An annual retro-active compliance review takes vendor performance management to the next level, effectively managing the relationship and interaction between customer and supplier and ensuring outsourcing ROI.
After participating in the session, attendees will:
- Know the difference between performance management and annual contract compliance reviews and why they are complementary - Understand the importance of examining compliance with the provisions of a contract - Know how to use compliance reviews to enhance communication and create feedback loops - Understand how contract compliance reviews are used to continuously realign customer objectives and supplier goals throughout the life of an outsourcing contract
Chris Malone, Director of Contract Compliance Review, heads the Contract Compliance Review practice of Expense Management Solutions. She has worked within Fortune 200 companies and has more than 25 years experience in operations, finance, purchasing, information systems, accounting and real estate.
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 | Best Practices in Outsourcing – Lessons from a Leading Service Provider (OUTSOURCING SERVICE PROVIDERS)
Gopinath Ramakrishnan, Principal – Business Solutions and Hariharasuthan G.B. – Consultant – Six Sigma, Satyam Computer Services Ltd.
Service providers are cashing-in on the boom in outsourcing. However, as the industry matures, only the best will survive. These future winners will be those who flawlessly execute their planning and delivery processes.
This session, drawn upon the speakers’ experiences at one of India’s leading outsourcing service providers, discusses the challenges facing service providers and various best practices that can be implemented to overcome these challenges. The key insights will be:
- The challenge of scale - sustaining growth and performance levels - Addressing Human Resources related issues – attrition, training, quality of resources - Ensuring information security and business continuity - Using the rigor and systematic approach of Six Sigma and Knowledge Management to institutionalize a culture of continuous improvement
Currently based in Parsippany, NJ, Gopi shares leadership responsibility for Satyam’s Six Sigma Consulting practice. Hari is a Six Sigma Master Black Belt and has worked extensively in developing methodologies for identifying outsourcing opportunities, transitioning processes and establishing management systems for outsourced processes.
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5:00 pm – 6:00 pm GALA COCKTAIL RECEPTION – EXHIBITION HALL
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| Wednesday, February 23
8:00 am – 9:00 am CONTINENTAL BREAKFAST |
| 9:00 am – 12:00 pm KEYNOTE PRESENTATIONS
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|  | Next Generation Outsourcing
Chris Disher, Vice President, Booz Allen Hamilton
As outsourcing has gained acceptance, companies are faced with a myriad of myths – generally popularized by various stakeholders in the process. Chris Disher of Booz Allen Hamilton presents the building blocks, processes and tools of an operating model for making outsourcing part of the DNA of a company.
Chris is a vice president and is the managing partner of Booz Allen Hamilton's Global Outsourcing Advisory Service. With over twenty years of consulting experience, Chris specializes in organization and technology strategies that enable step-change improvement in business performance.
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Outsourcing Professionals as Architects and Implementers
Outsourcing professionals now exist in organizations around the world and, most importantly, are increasingly taking the lead on topics like outsourcing process design, project team management, strategy and policy setting, outsourcing implementation, and governance.
At the same time, these outsourcing professionals are seeking to pool their efforts through development of a common robust outsourcing body of knowledge, networking and learning from each other, and through the establishment of professional skills, standards, and certification.
Mike Corbett leads an energetic and insightful panel discussion on the future of outsourcing professionals in today’s global corporate operations. Find out how outsourcing professionals are enhancing their organizations and their own careers by developing the infrastructure and expertise it takes to lead their companies toward the future of business.
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How You Can Become an Outsourcing Leader
Oren Harari, Business Expert and Visionary
Oren challenges delegates to create new value for their organizations and for their careers.
The opportunity exists for outsourcing professionals to re-invent themselves: from "staff" managers and "process administrators" to leaders who help their businesses grow and prosper, not merely reduce costs.
Drawing from his upcoming book on "break from the pack" market leaders, Oren explains why companies will increasingly seek outsourcing experts to help shape their corporate strategies. He will also describe what you as that expert should do to help build your own outsourcing business within your company while simultaneously helping top executives build competitive advantage for the firm as a whole.
An incredibly popular speaker and author, Oren’s energetic, dynamic presentations excite and challenge audiences around the world with insight, humor and knowledge. The Financial Times has cited Oren as one of the “Top 40 Business and Management Minds in the World.” He brings more than 20 years of seasoned professional experience to the topics of competitive advantage, organizational change, and transformational leadership.
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Noon – 1:30 pm NETWORKING LUNCHEON
Network, exchange ideas, recap what you’ve learned with fellow delegates or just relax and unwind at the 2006 Summit’s final all-delegates function.
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1:30 pm – 5:00 pm IN-DEPTH TRAINING PROGRAMS
Take advantage of in-depth classes on emerging topics, including: the latest legal issues in outsourcing, effectively managing employee transition to an outsourced environment, and (for providers) how to launch a successful outsourcing business.
Additionally, the International Association of Outsourcing Professionals (IAOP) will offer its Certified Outsourcing Professional (COP) Preparation Class, where you can learn the requirements and steps for earning worldwide recognition as a certified professional in your field.
Session details and pricing available shortly.
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1:00 pm GOLF OUTING
Disney World is known for golf! The bus leaves at 1:00 pm, don’t miss it! |
| Program as of August 10, 2005. Schedule, speakers and topics subject to change. |
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