8:00AM - 9:00AM

Networking Breakfast & Registration

9:00AM - 9:30AM

Reality Outsourcing: Report From The Road

Paul Cervelloni, Director of Consulting Services, The Outsourcing Institute

Beyond statistics and prognostications, what is really going on out there? OI's consulting practice gives a frank report on outsourcing practices straight from our 50,000 members. We will specifically examine emerging trends we are seeing like the "enlightened outsourcing buyer", performance-based price structures, and the latest on the actual cost savings and risks of offshore outsourcing.

9:30AM - 10:15AM

Real Buyers, Real Experiences: Offshore Outsourcing

10:30AM - 11:45AM

Breakout Session 1 (choose one)

Attendees' chance to raise their own specific issues and individual questions as well as learn from the challenges others are facing. Receive feedback from an industry expert with input from experienced attendees.

1. Information Technology Outsourcing (ITO) How do you determine which applications to outsource when applications outsourcing? ...Nearing the end of an agreement, is it better to rebid or renegotiate? ...What selection criteria (other than price) should we be looking at? ...Are fixed price contracts a win-win? ...Today in infrastructure outsourcing does it suffice to look at just the Tier 1 players?
2. Business Process Outsourcing (BPO) Quickly, who's got a simple definition for BPO? ...What is it, and why is it important, and why should you care? ...What are the major growth areas in BPO? ...How to streamline the vendor selection process ...Should BPO SLAs be based on performance? ...What's the BPO connection to ITO?

11:45PM - 12:15PM

Outsourcing Crossfire Panel

A challenging and straight-forward (yet friendly) debate — outsourcing buyers on the right, guest service provider panelists on the left. Hear responses to questions like... Is it truly possible to have a win-win outsourcing agreement? ...What's the most obnoxious, outrageous or otherwise non-intelligent thing an outsourcing salesperson has ever done to you or your staff? ...As a service provider what would make you walk away from business? ...How does the buyer know how far to push on price negotiation without forcing a vendor to walk away?

12:15PM - 1:15PM

Networking Luncheon

1:15PM - 2:00PM

Business As UnUsual: Managing Change in an Outsourced Environment

Monica Coney, Senior Associate, Pritchett LP

As upper management evaluates outsourcing options, they are typically surprised at how quickly and how deeply rumors and uncertainty spread. They wonder how to retain employees and maintain performance levels throughout the evaluation period. Once the decision to outsource is made, how to communicate and how to manage everyone through the transition process become critical challenges. Strategies for navigating the rocky outsourcing transition terrain will be discussed in this presentation from Pritchett, LP, renowned change management experts.

2:00PM - 2:45PM

Using Tools to Enable Outsourcing Relationship Management

Jonathan Hughes, Director, Vantage Partners

Failure to manage the relationship effectively is thought to be the #1 reason why outsourcing engagements fail. It has become a standard requirement to have dedicated governance resources and processes. But even with these structures in place, managing an outsourcing relationship presents ongoing practical challenges, as project scope, roles, boundaries, and contract continually change. Negotiation and relationship management experts Vantage Partners explain how tools can help outsourcing buyers achieve intended value from their deals by implementing governance structure they've worked so hard to create, and by improving coordination, communication, and decision making.

3:00PM - 4:15PM

Breakout Session 2 (choose one)

1. Outsourcing Relationship Management What are best practices around ensuring continued satisfaction and value? ...How are SLAs best defined? ...Should the contract really ever "stay in the drawer"? ...How to best resolve disputes? ...When should the relationship break up (or make up)?
2. Offshoring, Nearshoring & Global Sourcing Strategy What does the decision-tree look like when evaluating offshore, nearshore, or onshore...and to which countries?...How do we deal with internal or external resistance to offshoring?...How are security risks be addressed today?...What is the "real" cost savings number when all factors are taken into account?

4:15PM - 5:00PM

Real Buyers, Real Experiences: IT Outsourcing Case Study

Alexandra Warley, VP & Chief Counsel, Information Services, Manulife Financial

Get the straight scoop from an executive working in the trenches. Ms. Warley provides detailed examples of vendor response comparisons, contract terms, and specific suggestions relating to benchmarking and audit provisions. Manulife Financial is a leading Canadian-based financial services company operating in 15 countries and territories worldwide, operating in the U.S. primarily as John Hancock

5:00PM - 6:00PM

Networking Cocktail Reception