Conference Program

10:00

Opening remarks by Conference Chair

Dr Wendell Jones

A recognized thought-leader in the outsourcing industry and coauthor of "Outsourcing Information Technology Systems and Services "Dr. Jones is also a prolific speaker, an Advisor to Global Equations LLC (an offshore advisory firm) and has over 30 years management experience in industries such as Securities, Aerospace and Information Technology where he has managed worldwide outsourced delivery projects with teams of over 2,400 professionals.

Thought Leader Roundtable: Global Sourcing Trends

Moderator: Alan Hellawell, Head of IT Services Research, Lehman Brothers
Peter Nag, MD Opera Solutions, Former PMO, Lehman Brothers
Fred Mapp, Former CIO, AMD
Ramesh Krish, VP Supply Management, CSFB .
Hear from the experts on what are the hottest trends in global outsourcing. Alan will discuss various issues with his distinguished panel of outsourcing practitioners. Hear from people who have outsourced successfully and who have been in the middle of making multi million dollar outsourcing decisions.

Outsourcing in a Flat world-Distinguishing Hype from Reality

Claude Marais, Partner TPI, Inc., former head of Global IT Contacting and Strategic Sourcing at GM and The Coca-Cola Company.
Company strategies are changing rapidly to compete globally. Are your outsourcing practices facilitating this change, or are they the ball and chain preventing your company from being globally competitive? This session will examine the changes in global strategy and recommend specific ways to align outsourcing practices with global strategies as well as using outsourcing practices for competitive advantage.

Achieving Offshore Success: The What, Why, Where, Who and How

Moderator: Peter Nag, MD Opera Solutions, Former PMO, Lehman Brothers.
A panel of 4 current senior level Wall Street practitioners from the largest investment banks in the world.
Hear from executives who have successfully run large offshore programs both in IT and BPO; 3rd Party and Captive.
While what needs to get done is well researched, the greater challenge is in the execution. The experienced practitioners, who have been there, done it, will give their perspective. The panel will address the top 10 issues listed below -

• How do you size the opportunity?
• How do you get started?
• How do you select an offshore partners?
• How do you build an offshore PMO?
• How do you select projects to move offshore?
• How do you transfer knowledge offshore?
• Why do large Firms also go captive?
• How do you build a captive site?
• How much does it cost?
• Who is typically the firm-wide sponsor and how do you manage the firm-wide offshore program?

12:30

LUNCH

1:45

Aligning Outsourcing Objectives: Buyer vs Provider Perspectives

Moderator: Fred Mapp, Former CIO of AMD
Bob Schwartz, CIO Panasonic
Sunil Ramchandani, Bearing Point
Peter Ryan, Sr. Analyst, Outsourcing and Offshoring, Datamonitor.

Are corporation customers from Venus and outsourcers from Mars? This session will examine the potentially conflicting goals and objectives of customers and outsourcers, and recommend specific ways to better understand and align your priorities to ensure success.

Track 1: Outsourcing 3.0 – Maturing of the Global Delivery Model

As nearshore and offshore destinations proliferate, outsourcing is entering its next phase wherein it will be defined and driven not by the choice of destination, but the maturity and complexity of the vendors. This track deals with various aspects of the Global Delivery Model and the trends that will impact Buyers and Vendors. Whether it is a decision on which region to select or which offshore model to adopt or how to outsource higher value functions, this track will provide valuable insights to senior executives, decision makers as well as professionals.

2:30

Outsourcing for small and midsized companies-the next big opportunity

Ravi Kumar, CTO, Choice Solutions
Ram Iyre, CEO, Argea
John Coker, CEO, Motif, Inc.

Outsourcing isn't just for the biggest companies in the world. Learn why the small and midsized markets are starting to experience the benefits that previously only the global 1000 experienced. The cost saving and productivity gains could actually be greater for this market. Hear from experts who service this market and learn from companies that are thriving due to outsourcing.

3:10

Coffee Break

3:30

Leveraging the Global Delivery Model:
China, the emerging global
technology outsourcing hub

        

China has long been the world's factory and has proven its manufacturing prowess. Today, demand for IT related outsourcing and BPO has grown, as more and more companies consider China a viable outsourcing destination during a time when companies worldwide need to reduce costs and increase competitiveness in the global marketplace. Worldwide demand for outsourcing and the Chinese government's investment in the software industry are fueling China's outsourcing and improving its telecommunications and infrastructure.

This presentation focuses on the strengths and weaknesses of the Chinese software outsouricing industry and the ways to achieve substantial benefits without undue risk.

4:15

Global Outsourcing - Next steps in a Maturing market

Soum Rathod, VP, Worldwide IT Sourcing, McGraw Hill
Steve Hamm, Senior Writer, Business Week Magazine

This presentation focuses on the strengths and weaknesses of the Chinese software outsouricing industry and the ways to achieve substantial benefits without undue risk.

India's top tech services outfits, including TCS, Infosys, and Wipro, have disrupted the $650 million global tech services market with their low prices and high quality services. There's there's still plenty of room for other companies in other emerging economies-as well as more mature ones-to get into the game. But anybody who thinks low labor costs and being in the right time zone will be a recipe for success has a disappointment coming. The only way to succeed like these Indian leaders is to be like them. That means a laser focus on quality, almost slavish attention to customer satisfaction, enlightened HR practices, and a culture of constant improvement. Lessons will come from Wipro Ltd., which Hamm deconstructs in Bangalore Tiger, his new book about the rise of the Indian tech services industry.

5:30

Cocktail Party

Sponsored by: Costa Rican Investment Promotion Agency (CINDE)

Everyone is invited to attend the year's best cocktail party for the outsourcing community. Network with practitioners, service providers, and government officials form some of the hottest emerging markets in the world. Entertainment, cocktails and authentic Costa Rican cuisine will be provided.

Track 2: Managing Outsourcing Relationships – Building Sustainable Value

What differentiates a successful outsourcing engagement from one that turns into a nightmare? Answers to this and other questions will be answered in this track that deals with both long-term strategic and day-to-day tactical issues related to outsourcing decision-making and management. Outsourcing executives, practitioners, consultants as well as project managers will learn about success strategies, decision levers, risk management and other best practices to ensure that their outsourcing initiatives achieve the desired objectives.

2:30

Outsourcing across different Industries: Case studies from Three Verticals

Moderator: Ben Trowbridge, CEO Alsbridge

The best advice comes from those that have experienced the reality of large, complex outsourcing engagements. Ben Trowbridge brings his personal experience and lessons learned in this insightful presentatio.

• Learn how Market Reality Assessments are being used to benchmark performance and predict future outcomes of large outsourcing contracts
• Understand where market characteristics make a difference, and where innovation can be shared across industries
• See how collaboration between buyers and providers can end expensive mid-term renegotiations
• Gain new data on trends in vendor pricing, labor rates, and provider capabilitie

Get the inside story from one of the industries leading outsourcing advisors. All attendees will receive a free subscription to Outsourcing Leadership.

3:10

COFEE BREAK

3:30

Different Outsourcing models: Making the right choice

Moderator: Bob Schwartz, CIO Panasonic

Here from one of the largest electronics companies in the world about some of the best outsourcing models they have used to achieve growth and productivity. Case studies will be presented to further demonstrate the points.

4:00

Art and Science of Negotiating and Managing Effective SLAs

Moderator: Mark Grossman, Partner Dewitt Grossman
Richard Raysman, Partner, Brown Raysman Millstein Felder & Steiner
Vishal Gandhi
Howard Benard

When it comes to outsourcing, one of the most important aspects is a clearly defined SLA. How do you negotiate the best terms for yourself? Here from a panel of experts about some the techniques and language that you must have in your SLA. Find out how to avoid the most common mistakes in contracting.

5:30

Cocktail Party

Sponsored by: Costa Rican Investment Promotion Agency (CINDE)

Everyone is invited to attend the year's best cocktail party for the outsourcing community. Network with practitioners, service providers, and government officials form some of the hottest emerging markets in the world. Entertainment, cocktails and authentic Costa Rican cuisine will be provided.

09:00

Registration & Exhibit Floor Opens

Dr. Wendell Jones, OutsourceWorld Conference Chairman

09:30

Day 1 Summary and Day 2 remarks by Conference Chair

Dr. Wendell Jones, OutsourceWorld Conference Chairman.

09:35

KEYNOTE: Crossing the Offshore Chasm ?Dynamics of a maturing industry

Dr. Ravi Aron, Professor, The Wharton School of Business.

10:15

The Evolving Services landscape: From BPO to KPO

Dr. Wendell Jones, OutsourceWorld Conference Chairman Jim Murphy, Vice President, Global Sourcing Strategy and Management Lead, Gartner Consulting
Manoj Jain, CEO, Pipal Research

11:00

COFFEE BREAK

Track 1: Outsourcing 3.0 – Maturing of the Global Delivery Model

11:20

Outsourcing in a Flat World: Emerging Global hotbeds

    

Moderated by Anupam Govil, CEO, Global Equations LLC/Board of Trustees, TiE
- Profiting from Egypt as an Outsourcing location
Peter Ryan, Sr Analyst, Outsourcing and Offshoring, Datamonitor
- Manfred Kissling President, Occidental Business Services

12:00

Captive Offshoring: A Formula for success?

Sandeep Ajmani, Principal, Global Technology and Operations, Opera Solutions Thomas Cash, Practice Leader, Global Technology and Operations, Opera Solutions

12:30

Leveraging the Global Delivery Model: India - Opportunities and Challenges

Marty McCaffrey, Executive Director; Strategic Outsourcing Research (SOR) Chocko Valliappa, CEO, Vee Technologies

As a result of growth rates of more than 30% throughout the decade, the Indian IT and BPO industries are facing several critical challenges. India's top four IT companies alone hired over 56,000 IT professionals in 2005. Rising salaries, higher turnover rates, program manager and skills shortages, H1-B visa restrictions and infrastructure gridlock may severely impact client cost savings and productivity benefits over the next few years. Some companies, such as Apple and UK energy company Powergen, recently announced they are pulling out of India. This session will examine these key issues and the future risks.

1:00

Beyond Offshoring: From Cost savings to Realizing Strategic Value

Jag Dalal, JDalal Associates

1:30

LUNCH

Track 2: Managing Outsourcing Relationships – Building Sustainable Value

11:20

Outsourcing by Midsized Firms: Is it really different from big companies

Phil Verges, CEO and Chaiman of NewMarket Technologies, Inc.

How can your firm get the same results that some of the largest companies in the world have achieved by offshoring. What types of activities and business processes can be offshored to achieve results that will make your bottom line shine. We'll take you through some case studies that will show you how to do it.

11:50

Managing Outsourcing Relationships: Achieving Sustained Benefits

Moderator: Dr Wendell Jones
Mark Grossman, Partner, DeWitt Grossman
Marty Pine, Consultant, Go Global Outsourcing
Curtiss Montgomery, Director, CTG

For the last two decades, outsourcing relationship management has focused primarily on IT infrastructure and applications service-level metrics and on how to make certain that the SLAs can be specified in the contract and managed after the contract is implemented. Accordingly, the typical outsourcing contract consists of "towers of services"such as data center, desk top services, applications maintenance, telecommunications, help desk, and so on. In each of these towers, the contract specifies service levels in the form of Service Level Agreements (SLA) and performance measures. Although SLAs are to be in the contract and managed well, relationship managers must recognize that IT metrics are not meaningful to the business units. So given this dilemma, what should outsourcing managers do. This presentation will concentrate of the following six principles.

• Understand What is Relevant to the Business Units.
• Think and Talk Like a Business Unit Manager.
• See Role of Technology through the Eyes of the Business Units.
• Manage the Infrastructure Transparently.
• Communicate at all Organizational Levels.
• Remember that Outsourcing is a Major Organizational Change.

12:25

Outsourcing Experiences in Healthcare: Lessons Learned from Two Experts

Mark Gilliam, CIO Ardent Health Services
Jim Jancik, President and CEO, ROI Healthcare Solutions

The healthcare industry has experienced both success and failure in outsourcing various IT functions over the years. What makes the difference? Is it the outsourcing partner? Is it the contract SLA's? Is it the overall business objectives? Explore the experience of using three (3) different IT outsourcing partners within a national healthcare organization. Also, hear the case studies of other healthcare organizations that have used outsourcing with various results.

1:00

Contracting Essentials: Making the Contract Work for Both Parties with Effective SLAs and Contract Terms

Richard Raysman, Partner, Brown Raysman Millstein Felder & Steiner LLP

Both parties to an outsourcing agreement need to cooperate and work with each other for an extended period of time. The SLAs must be high enough to protect the customer yet realistic enough to be achievable by the service provider. Similarly, the contract must protect the customer but should not put either party into breach for unattainable requirements. This session will discuss the negotiating essentials for both sides in an outsourcing arrangement.

1:30

LUNCH

General Sessions (Cont'd)

2:30

Nearshore Call Center Outsourcing

Anupam Govil, OutsourceWorld Conference Co-Chair, CEO, Global Equations



LLC/Board of Trustees, TiE
John Jordan, CEO, IMA

Brazil, Argentina, Costa Rica, Mexico, and Canada – What are the advantages/disadvantages of each country, what are their sweet spots, and which one might be right for you. This session will provide key facts on Near Shore (Americas) country options and provide suggestions to help you evaluate. If you are from one of these countries, you might also find this session helpful. India took an aggressive attitude towards outsourcing and is by far the global leader. The rest of the Americas are starting to understand the business potential and are becoming competitors. It takes focus and a united economic development effort.

3:00

Offshore BPO: Success Factors and Strategies (Buyer and Vendor perspective)

Moderated by: Ron Muns
Rajiv Pant, VP for US East, Wipro Technologies
Amal Abou Gamal, Xceed

Offshore BPO -"A dialog with buyers and sellers"- Clients and outsourcers will be asked to openly comment on what has worked in the relationship and what has not. Each panel member will be asked to comment on their situation, why they outsourced offshore, keys to a successful arrangement, and what advice they have they have for others. Significant time will be provided for the audience to ask questions. Come prepared to get your toughest questions answered. If you are about to make a decision or about to launch an offshore call center, this session may give you the insights you need to succeed.

3:30

Investment and Consolidation Trends in the Outsourcing Sector

Ed Caso, MD and Senior IT/BPO Analyst, Wachovia Securities
Rahul Bhasin, Managing Partner, Baring Private Equity Partners

Hear from one of the most well respected Wall Street analysts about the trends in the M&A business as it relates to outsourcing. What are the hottest businesses that investors are looking for? What are the best markets?

4:00

Stop Outsourcing Now!

Jim Murphy, Vice President, Global Sourcing Strategy and Management Lead, Gartner Consulting

Most operations are already highly "multisourced? Unfortunately, most companies did not plan for it, it just happened over time. Now they find they lack the skills, processes and metrics to manage the "in"with the "out"effectively. This presentation will present the roadmap which will guide you successfully through the brave new world of disciplined multisourcing.

4:30

Closing Roundtable discussion: Lessons learned from the Conference

Dr. Wendell Jones, Conference Chairman