In this case-study presentation, we will discuss the steps to be taken to ensure that value does not leak from the deal once the ink is dry on the contract.

Human Resources Outsourcing
Session C
Taking HR from Cost Center to Revenue Generator at Bank of America

Kevin M. Campbell Chief Operating Officer, Exult, Inc.

Mary Lou Cagle SVP of Business Transformation and Benefits, Bank of America

Learn:
How to take an internal shared service, like HR, and transform it into a business that generates value for employees and shareholders.

The new trend in HR outsourcing - Business Process Outsourcing (BPO) -- is best represented by Exult, the company pioneering this practice of taking over many of a client's HR processes (not just the HRMS). In November, 2000 Bank of America entered into a 10 year, $1.1 billion dollar strategic relationship with Exult, Inc. This sophisticated relationship goes well beyond the traditional "vendor/buyer" arrangement. In addition to enhancing employee services through Web-enabled technology, Exult has committed to saving the bank more than 10 percent of the costs of the covered functions.

Co-presenters from Exult, Inc. and Bank of America will share their learnings on this approach to HR and will review the business case, objectives and transition milestones for a relationship of this magnitude.

Key topics they will cover are:

• Using BPO strategically
• Learn how BPO’s benefits extend beyond cost savings
• Corporate drivers for Bank of America's outsourcing decision
• The keys to success in the Exult/Bank of America relationship

In today’s business environment it makes sense to consider a sales outsourcing strategy to achieve revenue acceleration and flexibility without diverting precious capital or existing sales resources. The session will examine how sales outsourcing firms can mobilize customized field sales forces in as little as 45 days without the need to build a fixed overhead infrastructure. The key areas to look for in selecting a sales outsourcing firm will be discussed, with examples of how Phillips Medical Systems established its first sales outsourcing relationship.

Key topics:

• Strategic considerations, such as, disruption of industry landscapes, speed-to-market and speed-off-market
• Alternative approaches to expand revenue and customer acquisition
• Benefits of outsourcing a dedicated field sales force
• What to look for in a sales outsourcing provider
• Actual examples of how Phillips Medical Systems/Agilent Technologies won senior management buyoff on this new concept, set up and manages the relationship

The focus of the session is on three key lessons learned by Trammell Crow Company and Bank of America in creating a successful outsourcing relationship designed to manage risk:

• The role of partnership in fostering innovation, sharing of best practices, ensuring continuous improvement, and achieving results
• How a 'playbook' approach provides a systematic framework that enables the partners to examine current practices and collaborate to refine and reengineer them to ensure they incorporate best practices and address changing requirements and goals
• How measurement is key to outsourcing success, in particular, Key Performance Indicators that can be used to drive strategic and operational alignment

In this session, Ms. Friday explains how to:

• Categorize the wide-range of services that comprise a facilities operation
• Assess these services to determine if outsourcing can improve economic and operational performance
• Present outsourcing opportunities to senior executives
• Match the right provider to the right services
• Negotiate and craft the best partnership

In this session, attendees will learn:

• The forces driving the growth in BPO
• How the nature of demand for BPO services is changing
• What obstacles and concerns companies are facing with regards to BPO
• How to decide which process to outsource
• How to select the appropriate BPO provider
• How to manage a successful BPO relationship

This session will provide the current status of the offshore outsourcing industry by country, available offshore outsourcing alternatives, and client requirements. Topics covered will include:

• A case study providing real-world insights on outsourcing offshore management
• How to identify, evaluate, and select an offshore vendor
• The cross-cultural and communication issues, as well as working across time differences
• A discussion of the best practices required for successful offshore outsourcing and questions from the audience

Mr. Qureshi covers the leading practices being adopted by organizations who have implemented an innovative and results-driven approach for sustainable benefits from outsourcing. Delegates will learn how an outsourcing management framework needs to be developed and implemented in a very different manner than traditional management approaches. Specific solutions will be outlined based on practical examples and case studies, such as the largest financial services IT outsourcing contract in the world.

The presentation will include the following practical insights:

• Management structure, accountability, and governance framework
• Business planning approach for dynamic business environments
• Implementation issues and expectation management
• Business focused performance measurement

Political, economic, social, and technical issues abound. However, the key to successfully building a global service delivery system for BPO is culturally integrating the people doing the work into a single system for the delivery of services while respecting their different cultural backgrounds.

Key Topics:

• Establishing and transforming domestic operating portals for BPO
• Creating offshore operating engines for BPO
• Globally integrating domestic and offshore operations into a seamless service delivery system for BPO
• Maximizing the quality and minimizing the costs of a global service delivery network

These changes are analyzed in Gartner’s Four Worlds of IT Services scenario, the IT Services Value Chain model, the IT Utility concept, and surveys of demand and supply trends in the outsourcing market. The upshot? New infrastructures, services portfolios, tools and methodologies for outsourcing are beginning to emerge.

Corporate Real Estate & Facilities Operations Outsourcing
Session P
A Case Study: The Outsourcing Partnership Between AT&T and Gale & Wentworth

Robert Palestri President, Gale & Wentworth

Alan Abrahamson Real Estate Operations Director, AT&T

Learn:
Take an in-depth look at the outsourcing relationship between AT&T and Gale & Wentworth

Special Topics
Session Q
The Outsourcing Business Plan

Jean-Francois Poisson Director Outsourcing, Bell Canada

Learn:
How to develop, use and apply the Outsourcing Business Plan as a strategic and tactical outsourcing management tool.

Pioneered by Mr. Poisson at Bell Canada, the Outsourcing Business Plan is discussed in detail using his firm’s multi-year multi-million dollar administration and office support services agreement as a specific case in point which you can then apply to your own outsourcing business initiatives.

Round 5 - 4:30pm – 5:20pm

Corporate Real Estate & Facilities Operations Outsourcing
Session R
The Debate Continues: Balancing In-house and Supplier Resources

Fred J. Klammt Principal, Aptek Associates, LLC

Parkash P. Ahuja Executive Vice President, Global Support Services, Charles Schwab & Co.

Jean-Francois Poisson Director Outsourcing, Bell Canada

Learn:
First-hand from executives as they share their experiences in balancing in-house and supplier resources.

Meetings of The Minds
Meetings of the Minds are a unique opportunity for a free-flowing exchange of information between all session participants, facilitated by practitioners with proven experience. Each afternoon, one Meeting of the Minds session is held in each of the three key areas of outsourcing -- strategy, implementation and management. These sessions provide an opportunity for an expanding dialogue throughout the Summit where new ideas are put on the table, examined and debated. Long-winded speeches and pedantic ideas are strictly prohibited!

Session S
Strategy: Selecting Best Candidates

Wendell Jones Ph.D. CEO, Outsourcing Advisors International, LLC

Brian Lynch Owner and Principal Partner, Professional Online

This Meeting of the Minds on Strategy explores the latest thinking in selecting the best candidates for outsourcing with special emphasis on the use of financial analysis techniques based upon shareholder value creation.

Session T
Implementation: Legal Considerations

Edmond J. Jowdy, Jr. Independent Consultant, and former Senior Executive, The Aetna

Julian Millstein Partner, Brown Raysman Millstein Felder & Steiner

This Meeting of the Minds on Implementation explores outsourcing's unique legal and contractual considerations.

Session U
Management: Managing Outsourcing Risks

Michael F. Corbett Conference Chair, President nad CEO, Michael F. Corbett & Associates, Ltd., Chairman and Executive Director, The Outsourcing Research Council

Frederick W. Julien Partner, Andersen, LLP

This Meeting of the Minds on Management explores the emerging use of formal risk analysis methodologies to strengthen the business relationship and minimize outsourcing risks.

Educational Track Sessions Wednesday, February 20, 2002

Round 6 - 10:20am – 11:10am

Business Process Outsourcing
Session V
iPSL: A New Paradigm for Payments Processing

Janet Russell iPSL Director of Operations, Unisys Global Outsourcing

Linda Walton Director Sourced Service Delivery, Barclays Bank PLC

Learn:
About a new blueprint for the payment services market that demonstrates the possibility for financial companies -- indeed companies from any transaction heavy enterprise -- to go to market with technology partners in a new business with potential for major growth.

---

Check volumes in the UK are in decline, unit costs are rising and the banks are reluctant to invest in new technology to drive process and product enhancements. Barclays and Lloyds TSB, two major UK clearing banks, have, as a result, outsourced their payments processing to iPSL, a Unisys company in which they each have a 24.5% share. iPSL has 50% of the UK check market and ambitious plans for operational and IT re-engineering, and for future growth.

There are some key learning points in terms of the way the business model is constructed, the challenges of working in partnership and the practicalities of building a single iPSL identity from the three partner operations.

Key topics to be discussed include:

• The market context in the UK
• The iPSL business model
• Operational capacity and business change program
• Future growth plans

Combining the Unisys, Barclay's and Lloyds TSB check processing operations under Unisys management has delivered both significant economies of scale and market leading opportunities, with the three companies sharing technology costs along the way. The presentation describes the drivers for the partners, the business model, the experiences of the first 12 months of trading and future growth plans.

Human Resources Outsourcing
Session W
Shared Services Enters a New Commercial Era

Robert W. Gunn President, Gunn Partners, Inc.

Learn:
Gaining the insights necessary to manage successfully in the "commercial era" of shared services

---

"Commercialization" is about to fundamentally and profoundly change administrative work the same way "shared services" changed Human Resource and Finance functions during the past 20 years.

For those companies intent on "doing it themselves" the implications are learning to operate to the commercial performance standard. Bob Gunn shares his perspectives about the implication for performance, process management, pricing, people, leadership, and technology investment.

For those companies looking to outsource it means working with providers as strategic suppliers. Bob will address the important factors that sustain successful partnerships and why this model is emerging now.

Sales, Marketing & Customer Care Outsourcing
Session X
From Call Center to Contact Center: New Perspectives on Customer Care Outsourcing

Roger H. Nunley Managing Director, Customer Care Institute

Learn:
How to analyze the opportunities for Customer Care Outsourcing in an increasing Web-driven world of customer "contact."

---

Today, companies are having to rethink how they provide customer care. Thanks in large part to the dot-coms, customer expectations of companies have changed. Customers now expect to be able to contact a company anytime and anywhere using multiple communication channels. And they want consistent service across all channels.

With more customers going online every day, companies are being challenged to meet customer expectations or risk losing them to competitors. Once, just having a toll-free number was a competitive advantage. Companies had to learn to successfully utilize internal and outsourced call centers to better manage the rapid growth of customer telephone contacts.

Now, email, text chat, Web callback and customer self-service are helping companies distinguish themselves from competitors. However, many companies have been reluctant to invest in technology which will support the new contact channels. This may be because of the expense or because they lack the expertise and infrastructure required to support the technology. Instead, companies are outsourcing these new customer care activities to outsourcers that have invested in the new technologies and developed processes to support them.

Join us for this session and learn:

• How customer expectations are changing
• What are the new contact channels
• How technology is enabling the transformation from call center into a multi-channel contact center
• How to evaluate the role that outsourcing can play in taking advantage of these new opportunities
• How to match the right outsourcer to the right customer care activities for your customers

Special Topics
Session Y
Presentation Title: Manufacturing Outsourcing: Making "Make or Buy" Decisions

Stephen J. Doig Associate Principal, McKinsey & Company, Operations Strategy & Effectiveness Practice

Ronald C. Ritter Associate Principal, McKinsey & Company, Operations Strategy & Effectiveness Practice

Learn:
Learn how to thoroughly assess make-or-buy decisions (manufacturing outsourcing) and proceed with solutions that produce maximum value from the supply chain.

---

Outsourcing manufacturing production is one of the most significant decisions any executive team ever makes. It involves massive changes to the delivery system of a business, is difficult to reverse, affects the livelihood of thousands of employees, and opens critical aspects of a company’s core business to the scrutiny of supply partners and other external forces and to their disruptive interventions.

Despite this, many manufacturers approach outsourcing lightly and for the wrong reasons. Manufacturers increasingly dump operational headaches and bottlenecks downstream to appeal to the asset-light interests of the markets, capture some immediate cost savings, and/or avoid labor conflicts and management deficiencies. It is critical that manufacturers approach outsourcing on the right terms, basing their decision on proof that outsourcing can accomplish operational objectives, that the relationship will actually create sustainable corporate value, and that the company can handle the implications of such dramatic change.

Key topics to be covered:

• Keeping focused on factors for successful outsourcing
• Reconfiguring manufacturing assets around strategic objectives
• Identifying supply-base conditions that typically indicate outsourcing is the preferred choice
• Understanding potential for internal operations improvements, which creates a high-mark comparison by which to accurately assess vendor capabilities
• Leveraging outsourcing as a catalyst for broader plant network reconfigurations
• Developing skill sets to manage manufacturing outsourcing relationships

Meetings of the Minds Wednesday, February 20, 2002

1:30pm – 2:30pm

Meetings of The Minds
Meetings of the Minds are a unique opportunity for a free-flowing exchange of information between all session participants, facilitated by practitioners with proven experience. Each afternoon, one Meeting of the Minds session is held in each of the three key areas of outsourcing -- strategy, implementation and management. These sessions provide an opportunity for an expanding dialogue throughout the Summit where new ideas are put on the table, examined and debated. Long-winded speeches and pedantic ideas are strictly prohibited!

Session Z
Strategy: Wrap-Up

Wendell Jones Ph.D. CEO, Outsourcing Advisors International, LLC

This Meeting of the Minds on Strategy provides a capstone to the Summit learnings through an open-ended discussion of outsourcing as a strategic business tool.

Session AA
Implementation: Wrap-Up

Edmond J. Jowdy, Jr. Independent Consultant, and former Senior Executive, The Aetna

This Meeting of the Minds on Implementation provides a capstone to the Summit learnings through an open-ended discussion of successfully crafting and implementing an outsourcing deal.

Session BB
Management: Wrap-Up

Michael F. Corbett, Conference Chair, President and CEO, Michael F. Corbett & Associates, Ltd., Chairman and Executive Director of The Outsourcing Research Council.

This Meeting of the Minds on Management provides a capstone to the Summit learnings through an open-ended discussion of successfully managing outsourcing relationships as a strategic business asset.

The Summit is Famous for Exceptional Networking & Social Activities

---

-	Networking Cocktail Receptions in the Exhibit Hall
-	Networking Luncheon in the Exhibit Hall
-	'Topical Tables' Luncheon
-	Refreshment breaks
-	Private Golf Outing
-	Private reception and viewing at Epcot of IllumiNations: Reflections of Earth

Who Should Attend?

---

-	Chief executives concerned about the future of their businesses
-	Functional heads considering outsourcing
-	Project teams chartered with making critical outsourcing decisions
-	Any manager responsible for achieving results through outside relationships
-	Executives looking for new partners to help them expand locally or globally
-	Government leaders seeking to reinvent their operations through outsourcing
-	Entrepreneurs looking to build tomorrow's virtual corporation - today
-	Business analysts and advisors seeking the best solutions for their customers
-	Service providers seeking insight into the outsourcing marketplace and new customers

What You Will Learn

---

• How to redefine and reenergize your company through outsourcing
• How to make the right outsourcing decision - the first time
• How to communicate outsourcing to your employees, customers and the public
• How to gain competitive advantage through outsourcing
• How to use outsourcing to reduce corporate risk
• How to improve performance through outsourcing
• How to drive growth through outsourcing
• How to use outsourcing as an engine of innovation

The 2002 Outsourcing World Summit Program Schedule

---

Monday February 18, 2002

12:00pm	Registration Opens
1:00pm - 2:45pm	Keynote Presentations
2:45pm – 3:00pm	Break
3:00pm – 3:50pm	Educational Track Sessions – Round 1
3:50pm – 4:10pm	Break
4:10pm – 5:00pm	Educational Track Sessions – Round 2
5:30pm – 7:00pm	Welcome Reception in the Exhibit Hall

Tuesday February 19, 2002

7:30am – 8:30am	Continental Breakfast in the Exhibit Hall
8:30am – 10:20am	Keynote Presentations
10:20am – 10:50am	Break
10:50am – 12:30pm	Keynote Presentations
12:30pm – 2:00pm	Networking Lunch in the Exhibit Hall Sponsored By
2:00pm – 2:50pm	Educational Track Sessions Round 3
2:50pm – 3:20pm	Refreshment Break
3:20pm – 4:10pm	Educational Track Sessions Round 4
4:10pm – 4:30pm	Break
4:30pm – 5:20pm	Educational Track Sessions Round 5
5:30pm – 6:30pm	Cocktail Reception in the Exhibit Hall

Wednesday February 20, 2002

7:30am – 8:30am	Continental Breakfast in Grand Harbor Lobby
7:45am – 8:15am	The 2002 Outsourcing World Achievement Award Ceremony in Main Session Room
8:30am – 10:00am	Keynote Presentations
10:00am – 10:20am	Break
10:20am - 11:10am	Educational Track Sessions Round 6
11:20am – 12:30pm	Keynote Presentations
12:30pm – 1:30pm	"Topical Tables" Luncheon – NEW!
1:30pm – 2:30pm	Meeting of the Minds - Bonus Round!
2:30pm	Conference Close

Educational Track Sessions (Monday - Wednesday) Who Should Attend/What You Will Learn Program Schedule Networking Activities

For more information on registration please contact the Summit Registration Desk at: 845-452-0600 or email RegistrationDesk@CorbettAssociates.com.

For information on how your firm can be a sponsor and be involved in the Summit's program or exhibiting at the Summit click here or call: 845-452-0600.

To view the complete program from The 2001 Outsourcing World Summit click here.

For more on outsourcing's latest trends, including insights from previous Summit, visit www.Firmbuilder.com.

		Private Viewing of IllumiNations: Reflections of Earth Tuesday, February 19, 2002, at 8:30 p.m.
The sky erupts with light and fire as this nighttime spectacular celebrates our world. It's the most magnificent show of its kind, with dazzling special effects, colorful lasers, brilliant fireworks, and fiery torches all choreographed to an incredible musical score. Michael F. Corbett & Associates, Ltd. has arranged for a private viewing locations and dessert reception for this spectacular event at Epcot. Attendees are encouraged to bring the whole family.

		Golf Outing Monday, February 18, 2002, at 7:00 a.m.
Score a hole-in-one…with your customers, prospects or colleagues. Host a truly enjoyable round of golf on Disney's Magnolia, a PGA Championship Golf Course. This beautifully manicured Joe Lee design is aptly named for its more than 1,500 magnolia trees, and provides the setting each year for the final round of the PGA Tour's National Car Rental® Golf Classic at Walt Disney World® Resort. The Magnolia has all of the earmarks of a golfer's paradise—elevated tees and greens, rolling terrain, and a very special hazard on the 6th hole that forms a Mickey Mouse silhouette.

	Disney's Yacht & Beach Club Resorts This resort is an easy walk to Epcot and a quick water-taxi ride to MGM Studios. Some may want to plan a family vacation around the Summit!
Reserve your room early! Call group reservations at (407) 934-3372. Identify yourself as being with the The 2002 Outsourcing World Summit to ensure the special conference room rate of $275.00.