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People, Process, Performance

People, Process, Performance

People Matter, Results Count.

People Matter, Results Count.

Chamber of BPO&IT ANDI - Colombia

Chamber of BPO&IT ANDI - Colombia



ISG (formerly TPI)

ISG (formerly TPI)


IAOP Chapter: Outsourcing Tools & Technology Innovation

Stay tuned for upcoming programs!

ToolsMAP is a strategic initiative of the IAOP Outsourcing Tools and Technology Innovation Chapter. This ToolsMAP consists of a list of various publicly available outsourcing tools, categorized by the tool’s ability to assist users in improving the business value of outsourcing based on the following key dimensions: type of outsourcing, stage of the outsourcing lifecycle, and key features/functionality.

Download the ToolsMAP


Click on the 'Register Here' tab to process your registration for the next meeting!  If there is no upcoming meeting scheduled, you will be added to the list to receive further information.

Click the Archives tab to the right for information on past meetings.

 Join IAOP's Tools & Technology Chapter LinkedIn group!


Professional Members may attend an unlimited number of chapter meetings.  

Non-members may attend two meetings as IAOP's guest but then must become a Professional Member to continue enjoying the benefits of membership.

Earn 1 CEH Credit


 University of St. Thomas

Baker & McKenzie








Dr. Beena George, Ph. D., Lead Co-Chair
Dean, Cameron School of Business
University of St. Thomas

Michael S. Mensik, COP, Co-Chair
Baker & McKenzie

Liz R. Evans, Co-Chair

Vishal Dhar, Co-Chair

Carlos Hernandez, Co-Chair

Joe Hogan, Co-Chair
Vice President
HCL Technologies

Matt J. Smith, Co-chair


This Chapter will provide a forum for IAOP Customer/Provider/Advisor Members to periodically come together to:

  • Share their current and future requirements for tools that will enable organizations to improve the value that they achieve through global outsourcing contracts/relationships
  • Review leading tools and other supporting technologies available today to enable buyers/provider/advisors to improve the value obtained through global outsourcing contracts/relationships
  • Share experiences and best practices with their peers regarding the use of tools and their impact on the value achieved through global outsourcing contracts/relationships
  • Define the future standards that current and future tools providers should consider when developing future capabilities to address the needs of customer/providers/advisors involved in global outsourcing. 

IAOP Members will be able to learn, interact and share stories with users, tools vendors, service providers and other thought leaders in the industry. In addition, the Chapter will assist in setting guidance and direction for IAOP sponsored Tools Research which will be conducted periodically.




Web-based, face-to-face at IAOP Summits


All IAOP Chapters adhere to the non-solicitation policy. Click here to view the policy.



Meeting held July 9, 2015!

The IAOP Outsourcing Tools & Technology Chapter, co-chaired by The University of St. Thomas, Genpact, Baker & McKenzie, KPMG, SirionLabs, Avasant, HCL, Microsoft, Automation Anywhere, Cognizant and Walgreens, held a joint meeting with the Texas Chapter, co-chaired by MUFG Union Bank N.A., Avasant, BP, Deloitte, HCL, Syntel, University of St Thomas, Hewlett-Packard and Alsbridge and the newly forming RPA Chapter, co-chaired by Automation Anywhere, Syntel, KPMG, Cognizant and Alsbridge, on July 9, 2015 from 3:00pm to 7:00pm at the Colonnade II Office Center, 15303 Dallas Parkway, Addison, TX 75001.  

Meeting Hosted & Sponsored by Alsbridge LLC.

Theme:  The Opportunities & Challenges with Automation & RPA

Business process automation has been around for a long time, so people have many questions about Robotic Process Automation.  What is different and new about RPA?  What business value is being delivered to early adopters? How does RPA affect outsourcing relationships? In this session, Mary Lacity answers these questions based on her latest case study research conducted with Leslie Willcocks and Andrew Craig at The Outsourcing Unit (OU) of the London School of Economics (LSE).    She presents three case studies of early adopters of RPA using Blue Prism software. These case companies radically transformed business operations with RPA, delivering much lower costs while improving service quality, increasing compliance, and decreasing delivery times. Scalability was unbeatable—their robotic workforces could be doubled almost instantly to meet demand, and then scaled back down after the surge. In two cases, clients deployed RPA on their own and earned ROIs of over 200 percent. The third case occurred at a BPO provider; this company foresaw how RPA could transform outsourcing services and built up mature robotic process automation capabilities within a year.    But as with all innovations, organizations must learn to manage RPA adoption to achieve maximum results. Lacity shares the lessons the case companies learned to attain results.

This presentation was followed by a panel discussion comprised of customer, providers and advisors who are currently utilizing or considering RPA as part of their business operations.

3:00 - 3:30pm - On-Site Registration & Pre- Event Networking sponsored by B12 Consulting

3:30 - 3:45pm - Welcome - IAOP Chapter Leadership Introductions
-Texas Chapter Chair & Host - Michael Nacarato, Managing Director, MUFG Union Bank, N.A.
-Tools & Technology Chapter - Matt Shocklee, President & CEO, GSOS LLC
-'New' RPA Chapter - Derek Toone, Managing Director, Alsbridge LLC

3:45 - 4:05pm - Tools & Technologies - State of Global Business Services (GBS)
-Matt Shocklee,  President & CEO, GSOS LLC

4:05 - 4:50pm - Robotic Process Automation (RPA) - Showcasing ROI of 3 Case Studies
-Dr. Mary Lacity, Curators Professor at University of Missouri - St Louis

4:50 - 5:45pm - 'Fireside Chat' - The Challenges & Opportunities with Automation & RPA
Derek Toone, Managing Director Intelligent Process Automation, Alsbridge LLC
Chet Chambers, Director Information Technology & Development, VHA Inc
Dr. Mary Lacity, Curators Professorat University of Missouri - St Louis
Anant Adya, VP & Head of Cloud, IMS & Automation, Infosys

5:45 - 7:00pm - Wrap-up & Networking Session sponsored by B12 Consulting

State of Global Business Services

Robotic Process Automation

Joint Meeting held September 18, 2014!

The IAOP Outsourcing Tools & Technology Chapter, co-chaired by The University of St. Thomas, Genpact, Baker & McKenzie, KPMG, SirionLabs, Avasant, Enlighta, Microsoft, Virtual Operations and Walgreens in conjunction with the  IAOP NorCal Chapter, co-chaired by CGICapgeminiCooley LLPKirkland & Ellis LLPDeloitte Consulting and Wells Fargo, held a half-day symposium on September 18, 2014 from 1:00pm to 6:30pm PDT at the offices of Cooley LLP, 3175 Hanover Street, Palo Alto, CA, 94304.
The full agenda follows:

1:30 pm – 1:35 pm   Welcome & IAOP Chapter Introductions: Hosts: Cooley, LLP, Pete Burns – Partner & Attorney & University of St. Thomas, Dr. Beena George – Dean, Cameron School of Business

1:35 pm – 2:05pm  “Global Sourcing Insights and How Advanced Tools & Technologies are Impacting the Global Financial Services IndustrySean Eddy, Senior Vice President Enterprise Global Services – Wells Fargo

2:10 pm – 2:40pm “Brace for Impact: Why Robotic Process Automation Will Forever Change Outsourcing”: Dan McCue, Senior Vice President, F&A Practice, Sutherland Global Services and Dan Hudson, Managing Director and Co-Founder, Virtual Operations

2:45 pm – 3:15 pm “A Case Study – Transforming Strategic Partnership Governance using Tools and Automation at UCB - a Leading Global Bio-Pharma Enterprise”: Constanze Nuesperling, PHD, VP Partnership & Performance Management and Nipun Sehgal, CEO of  Enlighta, Inc.

3:25 pm – 3:55 pm “How Delphi, a leading automotive manufacturer is using advanced technologies to unlock new value from their Systems of Record utilizing Systems of Engagement solutions”: Gary Lynam, VP Genpact Akritiv Operations

4:00 pm – 4:30 pm “ Financial Services Regulatory Compliance and Supplier Performance Management – USAA’s Journey to Transform Enterprise-Wide Supplier Management”: Glenn Ellis, Director Enterprise Supplier Management, USAA and Nipun Sehgal, CEO of Enlighta, Inc.

4:35 pm – 5:05 pm “A Case Study - Governing Multi-Sourcing Environments Using Advanced Tools &Technologies”: Claude Marais, President & Co-Founder of Sirion Labs

5:10 pm – 5:40 pm “Reshaping the Extended Enterprise through Social Media Technologies”: Bob Zukis, Former Chief Executive Officer of Bloomfire , Author of Social Inc.

5:40 pm – 5:45 pm Closing Comments & Future IAOP Chapter Meeting InformationHosts: Cooley, LLP, Pete Burns – Partner & Attorney & University of St. Thomas, Dr. Beena George – Dean, Cameron School of Business

5:45 pm – 6:30 pm  Networking Reception Sponsored by Cooley, LLP

Webinar held April 16, 2014!

The IAOP Outsourcing Tools & Technology Chapter, co-chaired by The University of St. Thomas, Genpact, Baker & McKenzie, KPMG, SirionLabs, Avasant, Microsoft and Walgreens in conjunction with the Governance chapter, co-chaired by Neo Group, Applied Materials, Blue Shield of California, and Boston Scientific held a webinar on April 16, 2014 at 10am PDT/ 12 Noon CDT/ 1pm EDT.

During this webinar, we focused on Tools that are used for Outsourcing Governance.

Governance Chapter lead co-chair, Atul Vashistha, NEO Group, moderated the panel of tools providers and their client participants who discussed the tools used and their experiences with them.  Panelists included:  Claude Marias, SirionLabs; Jim Hussey, Western Union; Nipun Sehgal, Enlighta and Nina Ricci Fedotova, UCB.

Download the presentation

Webinar held January 28, 2014!

The IAOP Outsourcing Tools & Technology Chapter, chaired by The University of St. Thomas, Genpact and Global Targeting held a webinar on January 28, 2014 at 11am EST.

During this webinar, we explored how the use of advanced tools and technologies can enable improved business outcomes for outsourcing customers, providers and advisors.

Matt Shocklee, IAOP's Global Ambassador, shared a contemporary view of the evolution of tools and technology in outsourcing and the current challenges and opportunities driving us and adoption of these technologies.  Participants learned about how advanced tools and technologies impact the five key areas of value in outsourcing; financial performance, capabilities, service quality, risk/compliance and governance.   Presenters explored what's on the horizon and how to position yourself and your organization for the potential impact as labor arbitrage gives way to technology aribitrage as the primary drive of business value in outsourcing.
During the webinar participants were introduced to the Tools & Technology Innovation Chapter Leadership Team, the Chapter Charter and programs the Chapter will explore in 2014 and beyond.     

Download the presentation

Webinar held on November 13, 2012 

The IAOP Outsourcing Tools & Technology Chapter, chaired by The University of St. Thomas, held a webinar in conjunction with the IAOP Shanghai Chapter, chaired by Bleum Inc., on November 13, 2012.

Transforming The Outsourcing Industry - Use of Advanced Tools & Technologies in Human Capital Management 
Ranjit Nambiar, Vice President – Sapience Analytics

Whether you’re an outsourcing customer or service provider, maximizing the value from human resources in your outsourcing relationship is critical. Optimizing transparency into workforce   productivity is key and with the use of advanced analytics, you can improve the productivity of your outsourcing workforce by 15-20%.  We showed you how you’ll not only see the big picture, real time, but also how you can drill down to the details without requiring any changes in existing process or additional management overhead. We presented case study examples of how users are quickly driving bottom-line impact.

In addition, Travis Wood, Bleum's Director of Western US Operations, provided an in depth review of their Hydra tool, and gave a brief overview on how this tool effects the bottom line on optimizing transparency and improving productivity.

Download the presentation
Play back the webinar

The 2011 Outsourcing Tools & Technology Symposium – East

The IAOP New York, New England, Cloud Computing and Outsourcing Tools & Technology Innovation chapters hosted a Symposium where leading outsourcing customers, providers and advisors shared their experiences and best practices in the use of advanced tools and technologies to improve the value from outsourcing and/or shared services. Speakers shared how they’ve used these tools and technologies to positively impact the financial performance, service quality, capabilities delivered, risk/compliance and overall governance of their existing contracts/relationships. Industry leading outsourcing and shared service center tools providers came together to demonstrate how their solutions can be put to work quickly and affordably to deliver enhanced business value to your organization. A half-day Tools Provider Workshop followed the Symposium on May 25, enabling organizations to become intimately familiar with technologies available from these leading tools providers.

Tuesday, May 24

Outsourcing Accelerated – Service Delivery in the Age of Cloud Computing
Brian Zeve, General Manager, Professional Service Industry, Microsoft


The innovation Blind Spot: a Darwinian Crisis
Audrey MacLean, Professor, Stanford University 

Tools and Accelerators to Help Lower the TCO for Technology Adoption
Nageswar Cherukupalli, Senior Engagement Manager, Information Management, Infosys

The Cloud Enabled Business
Saideep Raj, Senior Executive, Accenture

Why BPO Is Broken and How BPaaS Could Be the Solution
Arijit Sengupta, CEO, BeyondCore, Inc.

User Break-out Sessions

Use of Next-Generation Tools and Tools Enabled Services for Spend Insight and Improved Compliance and Governance
Irfan Burney, VP, Citigroup
Nipun Sehgal, CEO, Enlighta, Inc.

Panel Discussion
Moderator: Matthew Karlyn, Attorney, Foley & Lardner, LLP
Panelists:Kari Murphy, Managing Director, HengTian Services LLC
Alex Kozlov, Director of Marketing, Compass America Inc.
Andy Lewkowicz, Vice President, RR Donnelley

The User Experience Aspect of Enterprise Project Portfolio Management Systems
Kambiz Heydari, President, Velero Technologies

Optimizing the outsourcing/off shoring process from an Intercultural Management perspective
Pernilla Roersoe, Managing Director, Senior Consultant, itim Denmark 
Jerry Vastano, Managing Director, Consultant/Trainer, itim USA

Taking a Health Check of Outsourcing Relationships - The Kodak Case Study
Teresa Harris, COP, Global Partner Mgr. , Kodak, Inc.
Matt Shocklee, COP, President & CEO, GSOS & IAOP Global Ambassador 

Can You Trust Your Service Provider? Solving the Transparency and Governance Challenge!
Steve Sawtelle, Dirctor of Global Asset Management, CSC
Lou Salfi, VP Worldwide Sales, Blazent

Power Tools for Thorny Problems
Al Crew, Director, Strategic Sourcing, CIGNA
Doug Parker, Consulting Principal, Pillsbury Winthrop Shaw Pittman, LLP
Rober Zahler, Partner, Pillsbury Winthrop Shaw Pittman, LLP 

Wednesday, May 25

Tools Provider Workshops

How to Perform an Outsourcing Relationship Health Check - Tools & Techniques
Matt Shocklee, COP, President & CEO, GSOS & IAOP Global Ambassador

Implementing Supplier Governance Solutions
Nipun Sehgal, CEO, Enlighta, Inc.

IT Outsourcing Lessons Learned: What It Takes to Get What You’re Paying For
Howard Hastings, Sr. Director Products & Marketing, Blazent

Too Good to Be True? See for Yourself.
Arijit Sengupta, CEO, BeyondCore, Inc.

An Emerging Approach to Facilitating Sourcing Management Through Improved Data Mobilization
Jeff Oxman, Partner, TPI
Alex Kozlov, Director of Marketing, Compass Management Consulting

Cloud Computing Overall; Private vs. Public Clouds
Vishwas Lele, CTO, AIS 
Brian Zeve, General Manager, Professional Service Industry, Microsoft

Download the presentations

Meeting held Wednesday, January 12, 2011

A meeting of the IAOP Texas Chapter, co-chaired by ACS, Pepsico, RTM Consulting, Service Corporation International and Thompson & Knight LLP was held in conjuction with the IAOP Outsourcing Tools & Technology Innovation chapter, co-chaired by Amex, AT&T, Beyondcore, GSOS, Wipro and Zensar Technologies on Wednesday, January 12, 2011, at the University of St. Thomas in Houston, TX. This session was also available via webinar.

Advanced Tools & Technology Reshaping the Global Outsourcing Industry


State of the Outsourcing Industry in Use of Advanced Tools & Technologies
Matt Shocklee, IAOP Global Ambassador and President/CEO of GSOS

Kodak Case Study – Using Tools & Technologies to Help Assess the Health of Existing Outsourcing Relationships
Teresa Harris, Global Partner Mgr., Kodak

Matt Shocklee, IAOP Global Ambassador and President/CEO of GSOS 

Brief Break to Set-Up Panel Discussion

“Future of Tools & Technology In the Outsourcing Industry” 
A panel comprised of leaders from the key communities within the outsourcing industry will discuss the future use of tools & technologies in the outsourcing industry and the potential impact on outsourcing business outcomes.
Dr. Beena George, St. Thomas University
Jeff McCauley, Blazent Software

Download the presentation

The 2010 Outsourcing Tools & Technology Symposium

Monday, October 25, 2010; 8:00 am to 6:00 pm
Symantec Corporate Campus at 350 Ellis Street, Mountain View, CA

The IAOP Global Technology Industry, San Francisco and Outsourcing Tools & Technology Innovation chapters held a one-day symposium where leading users and providers will share their experiences and best practices in the use of tools and technologies to improve the value from outsourcing and/or shared services. Speakers shared how they’ve used advanced tools and technologies to positively impact the financial performance, service quality, capabilities delivered, risk/compliance and overall governance of their existing contracts/relationships. For the first time, the leading tools providers in the industry also came together to present how their advanced technologies can be put to work quickly and affordably to enhance outsourcing value to your organization.

View the Program

Meeting held June 8, 2010

There was a joint meeting of the New York Chapter, chaired by Morrison &Foerster, Governance Chapter, chaired by Vantage Partners and the Outsourcing Tools and Technology Chapter, co-chaired by Amex, AT&TBeyondCoreGSOS and Wipro on June 8, 2010, from 3:00 to 7:00 PM hosted by Morrison & Foerster, LLP.

Using Tools to Assist Governance of Outsourcing Relationships

Governance of outsourcing relationships requires frequent communication, coordinated escalation and resolution of issues, and joint agreement on how to measure successes and failures. Governance can be greatly enhanced by the use of tools that support the parties’ efforts.

Who should bring these tools to the table? The service provider? The customer? Both? How can the customer assure consistency of management across multiple service providers? What is the state of the art for products in this space?

Service providers, customers, tool providers and advisors addressed best practices in rationalizing the governance of outsourcing relationships. Whether you are concerned with management of ongoing relationships or are contemplating new deals, you need to keep up with developments in this area.


Sourcing Relationship Management - Trends and Directions in Tools & Technologies in Outsourcing/Shared Services
Matt Shocklee, GSOS, Outsourcing Tools & Technology Chapter Co-chair

Customer case study on use/impact of tools and technology as it relates to governance in outsourcing relationships

Panel Discussion
“How do tools support effective management of outsourcing relationships? Can they hinder effective conversations?”
Danny Ertel, Vantage Partners, Governance Chapter Chair

Panel Discussion “Use and Future of Tools and Technology in Governance in Outsourcing Relationships”
Moderator: Danny Ertel, Vantage Partners, Governance Chapter Chair

Download the presentation

Meeting: May 20, 2010

A virtual meeting of the IAOP Outsourcing Tools & Technology Innovation Chapter co-chaired by AmexAT&TBeyondCoreGSOS and Wipro, in conjunction with the IAOP Contracting Process Chapter chaired by Mayer Brown, was held on Wednesday, May 20, 2010 from 1 pm to 2 pm EST.

“Use of Tools & Advanced Technologies to Improve the Value in the Outsourcing Contracting Process”

Mayer Brown LLC, Chapter Chair of IAOP's Contract Process Chapter shared their view on how contemporary tools and advanced technologies can be used to improve value in the overall outsourcing contracting process. Partners, Paul Roy and Brad Peterson from Mayer Brown shared examples of how leading outsourcing customers are using varied tools and technologies to make the contracting process simpler, faster, more accurate, less risky while being less expensive as well. They also shared some examples of how they're using their own tools and technologies with their clients to improve overall outsourcing business value.

Download the presentation

Meeting held April 21, 2010

A virtual meeting of the IAOP Outsourcing Tools & Technology Innovation Chapter co-chaired by AmexAT&TBeyondCoreGSOS and Wipro was held on Wednesday, April 21, 2010 from 1 pm to 2 pm EST.

Bruce Jones, Global IT Security, Compliance, Data Privacy & Risk Manager for Kodak, Inc. presenedt “The Use of Tools to Optimize Risk/Compliance in Outsourcing Contracts/Relationships.”

Kodak uses several tools to help with managing the myriad of risks associated with third parties in outsourcing relationships. This presentation will focus on the tools Kodak uses to assess and mitigate 3rd party risks as well as some of the opportunities and challenges encountered in the process of using tools and technologies.

Download the presentation

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