• Profiling how trends in globalisation, technology, and telecommunications now allow companies to redesign service jobs in   much the same way as manufacturing and sourcing were revolutionized in the 1980's
• Examining how BPO results in a radical change in the structure of services
• Discussing the 5 key themes which makes BPO such a driving force and the likely impacts on the Asia Pacific region

• Choosing between a consultancy and outsourcing firm
• Identifying processes to source: what is core, what is chore?
• Reasons why these were chosen
• Garnering participation and support from stakeholders within the organization
• Results so far and lessons learnt

• Enterprises turning to BTO to implement the changes needed to support growth, cut costs, manage risk, increase organizational agility, and develop the necessary capabilities to be competitive
• Executing large scale changes in customer relationship management, human resources, finance and administration, and procurement to effect enterprise level strategies
• Understanding how leveraging the expertise and scale of a partner is key to implementing your organization's broader strategic agenda

• Developing a framework to enable ongoing, effective organisational change
• Changing from a functional to a strategic approach to ensure long-term profitability
• Driving high performance and getting the most from your BPO arrangement

• Types of business processes currently being outsourced to China
• Identifying the business models which suit this environment
• Exploring the growth potential of China as the next outsourcing centre for Japanese and Korean companies
• Look out India, China’s gaining on you - how do the 2 countries compare? What is the real cost advantage?

• Trends in offshore outsourcing and the role of developed countries
• Competitive advantages of developed countries
• National and corporate strategies for optimising business
• Key issues for the future

• How and when does HRO offer substantial value?
• Developments in the provider environment: what are they getting right?
• Managing and measuring service performance

• The driving force behind and the need for IT outsourcing
• Exploring the technological requirements and deciding on the appropriate functions and processes to outsource
• Leveraging on IT outsourcing to improve customer experience and keep up with changing customer behaviour
• Benefits, challenges and complexities faced so far and ahead - how we overcome them

• Building an asset and facilities management that aligns with corporate goals and service delivery objectives
• Addressing facilities maintenance to drive down operational costs
• Ongoing evaluation of performance and monitoring of service

• Discussing the purpose of BPO initiatives at NHG
• Exploring the driving force behind and the need for outsourcing processes
• Examining the steps and processes taken to selecting the providers – has the service delivery been up to expectations?

• Establishing an effective relationship management process
• Understanding your company and the service provider's goals
• Defining clearly the roles and responsibilities of both parties
• Ensuring success by allowing for evolution of business requirements
• Managing accountability to avoid internal and external conflicts

• Using SLAs to determine ROI and value for money
• Building performance metrics and incentives into an outsourcing agreement
• Balancing risks and rewards under the agreement – including service credits and penalties
• Negotiating the outsourcing agreement successfully
• Building flexibility into the agreement

• Determining the value of BPO – de-cutter and simplify
• Ensuring efficiency and cost effectiveness is key
• Leveraging on performance based contracting to increase ROI benefits
• Achieving competitive advantage and creating lasting value
• Putting hard numbers on the intangible benefits: how soon will BPO benefits be quantifiable?

• Migration to the new business model
• Communicating the BPO strategy to shareholders, staff and customers
• Setting tangible goals and specific business objectives for the outsourced function

• Evolution of BPO and the concept of right sourcing
• Distinguishing from a scope, value proposition and risk perspective
• Managing the business and cultural transition
• Migrating from Shared Services to BPO
• Transferring risk and control
• Examining the service provider selection process - what are the opportunities for outsourcers?

• Discussing the purpose of in-sourcing initiatives at Pamela Youde Nethersole Eastern Hospital
• Exploring the driving force behind and the need for in-sourcing processes
• Gaining strategic advantage from in-sourcing - comparing and contrasting it with BPO
• Examining the steps and processes taken to implement in-sourcing - has the service delivery been up to expectations?
• Taking back functions that were previously outsourced - when and how

• Reasons why outsourcing deals sometimes fail
• Performance correction while maintaining the relationship
• Implementing a transition plan if a new partner needs to be applied
• Identifying problems that may be encountered in outsourcing and analyzing how they can be avoided or mitigated
• Enforcing penalty clauses

Executive-level interest in business process outsourcing (BPO) reached an all time high in 2004.  The reasons for this new interest are simple.  First, a number of high-profile BPO deals were signed by large organizations around the world.  Second, the delivery capabilities and success stories of 'offshore' BPO providers have finally reached 'industrial strength'.

As with any new business practice, BPO is surrounded by a fair amount of 'Hype' and confusion surrounding "BPO".  To demystify 'BPO', Tom will share three well-established case studies in the Asia- Pacific region. The presentation will incorporate recent video footage of the CFO's of several clients talking about the realities of BPO.

• Assessing the scale and scope of BPO projects being carried out
• Examining the profiles of the market participants: who are the key players?
• Market overview of deals done and their value
• Buying trends across the vertical industries
• Which industry sectors and processes are benefiting?
• Understanding the Asia outsourcing proposition within the constraints of US and European markets

Through a mix of user and vendors view, the session will examine the evolution of BPO services and implications on corporate management

• How will the market for BPO develop in Asia?
• How can your company benefit from the myriad of service offerings available?
• What will fuel BPO adoption in key industries?
• Surviving the offshore assault: Strategies for onshore providers