Pre-and Post-Conference Workshops for Customers, Vendors and Advisors
Three workshops, designed with customers, vendors and advisors in mind include:
#1. FOR CUSTOMERS
LESSONS LEARNED FROM ORN CASE STUDIES
Sunday, February 18, 1:30pm - 5:00pm
Faculty: Arie Lewin, Lead Investigator, Professor, Duke University Fuqua School of Business and Director, Duke CIBER and Jeff Russell, Project Co-Director, Duke University CIBER, Fuqua School of Business
Participants will have a chance to read two extensively researched cases prior to their arrival and present their solutions in a team environment. These cases were conducted by the Offshoring Research Network (ORN) research team at Duke University Fuqua School of Business Center for International Business Education and Research (CIBER) and Booz Allen Hamilton. Case study one focuses on an organization offshoring complex inbound technical support. Themes include:
• Managing out-taskers
• Front line engineers and team managers as important sources of information
• Building community and identity
• Focusing on performance and best practices
• Career development within outsource partner-ship
• Processes for managing and transferring knowledge across silos (functions, locations, departments)
• Irreversibility of integrating out-taskers
• Continuous improvement
• Counteracting natural tendency of beliefs and assumptions that mask facts
• Balancing push for standardization with initiative taking and experimentation
Case study two looks at an organization that is offshoring product development work. Themes include:
• Captive vs. offshore outsource model
• China
• 2nd and 3rd tier cities
• Developing University partnerships
• Building employee loyalty
• Managing and organizing a global network of tech centers
#2 FOR PROVIDERS
HOW TO WIN DEALS IN THE RAPIDLY CHANGING WORLD OF OUTSOURCING FROM VENDOR AND CUSTOMER PERSPECTIVES - Critical Success Factors for Vendor/Customer Collaboration and Innovation to Grow Business
Sunday, February 18,1:30pm - 5:00pm
Faculty: Dr. Gad J. Selig, PMP, COP Managing Partner of GPS Group, Inc.; Associate Professor of Marketing and Technology at the University of Bridgeport.
This session will include a panel discussion of experienced customers and vendors who will share their best practices on the topic. Panel members incude:
- Joseph Hogan, COP, VP of Strategic Programs – Outsourcing, Unisys
- Kevin C. Hughs, Executive VP & Director of Corporate Solutions, Colliers International
- Joann Martin, PMP, COP, Director of Strategic Alliances/BPO, PBI-Global Business Process
- KNK Venkataraman, VP of Managed Services, Wipro Technologies
- Hank Zupnick, CIO, GE Commercial Finance, Real Estate
As outsourcing truly becomes more global and pervasive, the competition by outsourcing providers for new and repeat business has become more complex and difficult. This workshop focuses on helping providers better understand how customers think about outsourcing, how they decide which providers to select, and how customers then monitor deliverables through governance metrics and processes. Major topics covered include:
• Driving Forces and Trends in Outsourcing
• Customer Needs, Wants, Constraints and Concerns
• The Outsourcing Buying Process and Phases
• The Role of Strategic Vendor Marketing, Superior Execution and Excellent Service
• The Make versus Buy Decision Criteria
• The Customer's Outsourcing Requirements and Business Case
• Where and How Customers Find Vendors
• Major Vendor Market, Competitive Differentiators and Value Propositions
• Competing through Innovation, Operations and Business Intelligence
• Selecting and Evaluating Outsourcing Vendor(s) - Pre-RFP and How to Write Winning RFPs
• Multi-Dimensional Customer/Vendor Collaboration and Relationship Building Models
• Structuring the Deal and Key Features of Outsourcing Contracts
• Managing Outsourcing Vendor and Governance (including Metrics, Service Level Agreements, Escalation)
• The Role of Certifications in Outsourcing Marketing and Positioning
• Critical Success Factors and Lessons Learned
Gad is affiliated with Syracuse University and is developing the IAOP COP Certification Examination. He has thirty-plus years of domestic and international industry experience as both an outsourcing vendor and customer and has held executive, man-agement and consulting positions at NYNEX(Verizon), ANS, CBS and AT&T.
#3. FOR CUSTOMERS, PROVIDERS, ADVISORS
CERTIFIED OUTSOURCING PROFESSIONAL (COP) PREPARATION CLASS
Sunday, February 18 and Wednesday, February 21, 1:30pm - 5:00pm
Faculty: Christina Powers, Director, Association & Professional Development, IAOP
The COP designation distinguishes individuals as leaders in the field of outsourcing. It says that they possess the experience and knowledge it takes to design, implement, and manage outsourcing initiatives that have a high probability of achieving the organization's intended outcomes. This designation is equally valuable to individuals working as customers, providers, or advisors and helps foster an environment where all parties have a common and shared professional expertise and commitment. This class takes you through the requirements for earning industry-professional designation. It covers the Code of Ethics and Business Practices for Outsourcing Professionals and the Outsourcing Professional Standards. Topics include:
• A step-by-step guide to successfully completing the application process
• An in-depth review of the evaluation criteria and procedures
• An introduction to the Certified Outsourcing Professional Master Class
• A self-evaluation checklist for building your personal roadmap to certification