8.00am - 8.45am

Networking Breakfast & Registration

8.45am - 9.00am

Welcome & Introductions

Marty McCaffrey, Event Chair, Sr. Advisor to The Outsourcing Institute

9.00am - 9.40am

Real Buyers, Real Experiences: Outsourcing Adapts to Change

Robert Axelrod, Director, Information Technology, Astellas US LLC

An experienced member of the OI buyer community takes us through the reassessment of a pharmaceutical firm’s sizeable IT outsourcing engagement, as well as the effects of a recent large-scale merger on the successful re-outsourced engagement with Cap Gemini.

9.40am - 10.15am

Real Outsourcing Stories: Best Practices in Action

Ben Trowbridge, CEO/Managing Director North America, Alsbridge

The CEO of Alsbridge Advisory presents an insightful report of trends in the outsourcing marketplace. The session will include detailed outsourcing case studies from various industries, and an emphasis on deal structures and what to consider before making the outsourcing decision.

10.15am – 10.30am

Networking Break

10.30am – 11:45am

Breakout Session 1 (choose one)

Information Technology Outsourcing (ITO)

Group discussion of issues around IT Applications and Infrastructure outsourcing: Why are deals still failing today? How do we beat down price, while maintaining service levels?

Business Process Outsourcing (BPO)
Group discussion of issues around the outsourcing of business processes, including Call Center, Human Resources, and Finance & Administration.

11:45pm – 12:15pm

Outsourcing Crossfire Panel

An honest (and occasionally comical) debate, with outsourcing buyers on the right, vendors on the left! Facilitated by an Outsourcing Institute representative.

12:15pm – 1:00pm

Networking Luncheon

1:05pm – 1:45pm

Real Buyers, Real Experiences: After the Contract

Michael Forster, Program Leader, AD&M Sourcing, Capital One

Capital One reminds us that once we've done the RFP, the vendor due
diligence, and the contract negotiation, the hard work of transition and
implementation has just begun. This session will cover risk profiling,
cost and savings forecasts, preparation of infrastructure, and knowledge
transfer.

1:50pm - 2:30pm

In All Fairness: Relationship Management Insights From Both Sides

Sara Enlow, Consultant, 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 share new findings shedding light on why this is the case, and how buyers can take control and create improvements.

2.30pm– 2.45pm

Networking Break

2.45pm - 3.50pm

Breakout Session II (choose one)

Outsourcing Relationship Management What are best practices around ensuring continued satisfaction and value? How are service levels 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)?

Global Sourcing Strategies (Offshoring, Nearshoring, Onshoring) 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 addressed today? What is the “real” cost savings number when all factors are taken into account?

3:50pm – 4:30pm

Real Buyers, Real Experiences: Offshore Trials and Tribulations

Michael R. Moore, Executive Director, SBC IT Services

How SBC Communications reduced costs for systems development and support and modified their own organization to integrate a global partner's offshore personnel.

4:40pm – 5:30pm

Networking Cocktail Reception