8:00AM - 8:45AM

Networking Breakfast & Registration

8:45AM - 9:00AM

Welcome & Introductions

9:00AM - 9:45AM

Real Buyers, Real Experiences: Human Resources Outsourcing

Hugh MacDonald, VP Operations and Knowledge Management, Canadian Imperial Bank of Commerce (CIBC)

A senior vice president at one of Canada's largest financial institutions tells the tale of a five-year-old BPO relationship with EDS.

9:45AM - 10:20AM

Real Outsourcing Stories: Best Practices in Action

Ben Trowbridge, CEO and Managing Director North America, Alsbridge

An insightful, frank report on trends in the outsourcing marketplace, including detailed case studies from various industries, and an emphasis on structuring the right deal and what to consider before outsourcing.

10:20AM - 10:35AM

Networking & Refreshment Break

10:35AM - 12:00PM

Breakout Session 1 (choose one)

1. 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?
2. Business Process Outsourcing (BPO) - Group discussion of issues around the outsourcing of business processes, including call center, human resources, and finance & administration.

12:00PM - 12:45PM

Networking Luncheon

12:50PM - 1:25PM

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.

1:25PM - 2:05PM

Real Buyers, Real Experiences: Offshore Outsourcing

Brian Segnit, Manager, Xerox Global Software Operations

A senior Xerox executive shares lessons learned from 17 years of offshore outsourcing. Designed to provide tangible take-aways leveraging the presenter's real-life experience, this session will cover financial models for outsourcing evaluation, costs and savings to anticipate, selecting projects to offshore, and the pros and cons of owning your own captive center.

2:10PM - 2:25PM

Networking & Refreshment Break

2:25PM - 3:55PM

Breakout Discussion Groups (choose one)

1. 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)?
2. 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?

4:00PM - 4:30PM

Outsourcing's Legal Perspective

John Beardwood, Partner, Fasken Martineau LLP

4:30PM - 5:10PM

Real Buyers, Real Experiences: Business Process Outsourcing

Jeffrey Smith, Manager of Project Management and Control, Hydro One

To be able to concentrate on its core activities, Canada-based Hydro One needed to outsource a number of non-core operations. They were eager to work with partners who would be able to enhance these operations, reduce costs and provide support during deregulation. A key HydroOne executive explains how they did it.

5:10PM - 6:00PM

Networking Cocktail Reception