8:00AM - 9:00AM

Networking Breakfast & Registration

9:00AM - 9:15AM

Welcome & Introductions

9:15AM - 10:00AM

Reality Outsourcing: Report From The Road

Paul Cervelloni, Sr. Director of Consulting Services, The Outsourcing Institute

Beyond statistics and prognostications, what’s really going on out there? A frank report on emerging trends like performance-based price structures, dynamic service levels, and why deals fail today.

10:00AM - 11:20AM

Breakout Discussion Groups (choose one)

1. Information Technology Outsourcing (ITO)
   Group discussion of issues around IT Applications and Infrastructure outsourcing: Why are deals still failing today?...Beating down price, maintaining service levels.
   
2. Business Process Outsourcing (BPO)
   Group discussion of issues around the outsourcing of business processes – Contact Centers, Human Resources, and Finance Administration.

11:20AM - 11:35AM

Networking & Refreshment Break

11:35AM - 12:20PM

Real Buyers, Real Experiences: After the Contract

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

Capital One reminds us if 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.

12:20PM - 1:15PM

Networking Luncheon

1:20PM - 1:50PM

1:50PM - 2:35PM

Outsourcing Crossfire! Panel

A straight-forward debate, with outsourcing buyers on the right, vendors on the left. Both sides give honest, enlightening, (and occasionally comical) feedback.

Real Buyers, Real Experiences: Refining IT at Sunoco

Tim Murtha, Shared Services Operations, Sunoco Inc .

The executive behind the energy giant’s IT infrastructure metamorphosis shares how Sunoco made an honest assessment of internal weaknesses and developed an “umbrella strategy," a highly effective management model that supports and controls multi-vendor, selective outsourcing.

2:35PM - 2:50PM

Networking Break

2:50PM - 4:05PM

Breakout Discussion Groups (choose one)

1. Outsourcing Governance & Relationship Management
   Group discussion of outsourcing governance issues: Ensuring continued satisfaction and value…Defining and maintaining SLAs...Resolving disputes ...Breaking up (or making up) with a vendor.
   
2. Global Sourcing Strategies
   Group discussion of offshore, nearshore, and onshore issues: Pricing, Turnover, Alternative countries, Going beyond applications and contact centers.

4:10PM - 5:00PM

Offshore BPO Alternatives

Marty McCaffrey, Sr. Advisor, The Outsourcing Institute

Opportunities and challenges - by function (call center, HR, financial services); by model (joint venture, captive center, or outsourced); and by geography (India, China, Philippines, Brazil, Canada, Russia, etc.)

5:00PM - 6:00PM

Networking Cocktail Reception