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Day One, Track A:Tuesday, 12 June 2007
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| 08.25 | Opening keynote address:
Getting KPO right in Asia: Examining the recent trends, what works and what does not
- Looking at recent statistics
- How does Asia fit into the global market?
- How is Asia likely to evolve as a KPO destination?
- Looking at key strategies for KPO success
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| | Vasant Bennett, Vice President, Engineering Services, Barry-Wehmiller, USA
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| TRACK A:
KEY FACTORS AND STRATEGIES FOR SUCCESS IN KNOWLEDGE PROCESS OUTSOURCING AND OFFSHORING |
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| 08.55 | Chairperson's opening remarks
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| 09.00 | Importance of benchmarking - Key performance
measurement strategies for long term outsourcing success
- Link between measurement and success
- Measurement frameworks and implementation
- Planning for continuous process improvement
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| | Shekhar Gupta, Head of Business Transformation and Strategy, Deutsche Bank, UK
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| 09.30 | Maximising the KPO opportunity through a global footprint
- Trends in the ‘flat world’
- Global KPO delivery models
- Future global KPO growth
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| | Daniel Sadhu, Director of Sales, Asia Pacific, Evalueserve, Singapore
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| 10.00 | Creating "Build, Operate, Transfer" (BOT) history:
Enhancing Aviva's captive, offshore business services through a defined and innovative service model
- Providing flexibility, productivity, process and cost efficiency
- Maintaining an nyielding focus on the quality of customer service
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| 10.30 | Morning refreshments and exhibition viewing
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| THE BUSINESS CASE FOR KNOWLEDGE AND BUSINESS PROCESS OUTSOURCING – EXAMINING KEY DRIVERS |
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| 11.00 | Keynote address:
Leveraging IT outsourcing to build business agility
- Deployment capability for rapid marketplace and technology changes
- Focusing on core competencies for competitive differentiation
- Business transformation and coping with change
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| 11.30 | Outsourcing for greater flexibility and growth in an environment of business change
- Network centric outsourcing
- Technology change
- Innovation
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| 12.00 | How do KPO services apply to your firm and how do you know if you are ready for KPO?
- How do you know you need KPO?
- Which KPO functions can be outsourced?
- When is the most strategic time for outsourcing?
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| 12.30 | Before and after – looking back at key drivers behind the decision to outsource and assessing the results a year on
- Why was the decision made?
- Examining the transition process. Lesson learnt
- Looking back on the transition and the path for the future
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| | Joseph Teo, Vice President, Head of Planning and Governance, Singapore Exchange
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| 13.00 | Networking lunch
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| 14.00 | Outsourcing Destination Rooms
SEE NATIONAL ROOM AGENDA (click on National room agenda on menu bar) |
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| 15.40 | Afternoon refreshments and exhibition viewing
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| UNDER THE SPOTLIGHT: KNOWLEDGE PROCESS OUTSOURCING CASESTUDIES |
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| 16.00 | Keynote case study:
R&D outsourcing – A new answer to achieving differentiation and effective innovation
- Why BP chose R&D outsourcing
- Challenges and benefits experienced by BP outsourcing to China
- Successful partnerships moving forward
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| 16.30 | Keynote case study:
Sharing project risk and benefit through co-sourcing
- Establishing a partnership with Zhejiang
- Benefits both ways
- Prospects for the future
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| 17.00 | End of Conference Day One, followed by Cocktail Reception
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Day One Track B :Tuesday, 12 June 2007
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| 08.25 | Opening keynote address:
Getting KPO right in Asia: Examining the recent trends, what works and what does not
- Looking at recent statistics
- How does Asia fit into the global market?
- How is Asia likely to evolve as a KPO destination?
- Looking at key strategies for KPO success
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| | Vasant Bennett, Vice President, Engineering Services, Barry-Wehmiller, USA
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| TRACK B:
THE EVOLUTION AND GROWTH OF KNOWLEDGE PROCESS OUTSOURCING AND OFFSHORING IN ASIA |
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| 08.55 | Chairperson's opening remarks
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| 09.00 | The Elephant vs the Dragon. Who will prevail as the global KPO leader?
- Merits of each country as an outsourcing destination
- Who specialises in what?
- Looking forward. Compete or complement?
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| | George Zhibin Gu, Author, China's Global Reach: Markets, Multinationals and Globalization, China
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| 09.30 | KPO and its impact on business alignment and ROI
- Evolution from BPO to KPO
- Impact on Business Alignment & ROI
- Analytics based insights in action
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| 10.00 | Comparing KPO and BPO. An analyst's viewpoint
- How & why they are different? (What really is a knowledge service?)
- Implications on business model (scalability, profitability, risks)
- Going beyond traditional outsourcing models - The future
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| 10.30 | Morning refreshments and exhibition viewing
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| LOOKING AT THE OFFSHORE DELIVERY MODELS |
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| 11.00 | Breaking out of the captive mould – an alternative approach to establishing a successful captive centre
- ING context: what's in here
- The offshoring market: what's out there
- ING approach: what we did
- Going forward: what's next
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| | Noel Thomas, Head of Global BPO Services, ING Group, The Netherlands
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| 11.30 | IT Governance in an Offshore environment
- Challenges of offshoring IT and the need for strong governance
- Advantages of collaborative environments
- Strategies for long term success
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| | George Wang, Group Head of Chief Architecture Office, Asia, Singapore, Reuters, Singapore
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| 12.00 | Optimising productivity and cost reduction the shared service way
- Cost reduction strategies to improve market competitiveness
- Examining corporate overheads for the end-to-end procurement process
- Centralised expense reconciliation processes, audit and reporting
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| | Steve Way, Consultant, Mastercard International, Australia
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| 12.30 | Panel discussion:
Selecting the right offshore model: Joint ventures, subsidiaries, captives or service providers?
- What are the different models for offshore delivery
- Which model is right for your company
- Best practices for managing different models
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| | Edwin Chow, Country Manager Philippines Shared Service Centre, Lawson, The Philippines Noel Thomas, Head of Global BPO Services, ING Group, The Netherlands Nigel Wells, Head of Solution Delivery, Wiley-Blackwell, UK Moderator: George Wang, Group Head of Chief Architecture Office, Asia, Singapore, Reuters, Singapore
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| 13.00 | Networking lunch
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| 14.00 | Outsourcing Destination Rooms
SEE NATIONAL ROOM AGENDA (click on National room agenda on menu bar) |
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| 15.40 | Afternoon refreshments and exhibition viewing
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| UNDER THE SPOTLIGHT: KNOWLEDGE PROCESS OFFSHORING CASESTUDIES |
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| 16.00 | Driving performance improvement through shared services
- The decision to go the shared service route
- Building an effective centre to provide a highly efficient service
- The impact of Shared Service centres on customer service
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| | Maria Mandler, Global Head of Shared Service Centres, Citibank, Hong Kong
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| 16.30 | Offshoring Legal work to the Philippines
- Why the Philippines?
- Challenges and issues faced by B&M
- Future for outsourcing of legal work
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| | Rafael Llave, Executive Director, Baker Mckenzie Global Services, The Philippines
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| 17.00 | End of Conference Day One, followed by Cocktail Reception
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Day Two, Track A : Wednesday, 13 June 2007
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| Track A: STRATEGIES IN SELECTING AND MANAGING THE RIGHT KPO SERVICE PROVIDERS – MASTERING SOURCING PERFORMANCE MANAGEMENT |
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| 08.45 | Chairperson's opening remarks
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| 09.00 | Keynote address:
Best practices for selecting and contracting with global KPO service providers
- Communicating your goals and visions
- Identifying key qualities - Established infrastructure, strong management and competent workforce
- Ensuring security and data protection
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| 09.30 | Keynote panel discussion:
Careful post deal relationship management - A key factor to a successful outsourcing partnership
- Implementation of systematic management processes
- Effective communication and collaboration
- Sustaining successful partnerships for the long-term
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| | Joseph Teo, Vice President, Head of Planning and Governance, Singapore Exchange Tim Carr, Senior Vice President, Alcoa, USA Robert Haber, Managing Director, Vice Chairman, Asia Ex. Japan, Barclays Global Investors, USA Moderator: John Burns, CIO, Asia Pacific, Credit-Suisse, Hong Kong
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| 10.00 | Mitigating the risks of outsourcing financial services. An industry perspective
- Market operational and credit risks derived from globalisation
- Due diligence and the pre-contracting model
- Creating viable service contracts
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| | John Burns, CIO, Asia Pacific, Credit-Suisse, Hong Kong
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| 10.30 | Morning refreshments
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| CHANGE MANAGEMENT – WHAT HAPPENS TO MY PEOPLE AND HOW DO I PROTECT MY COMPANY’S IP |
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| 11.00 | KPO: Know Before You Go, Establishing a foundation for successful globalization
- Leading change management and preparing for cultural differences
- Process foundations: repeatability, scalability and measurability
- Smoothing the transition and driving the stable state
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| 11.30 | Addressing the need to set and meet reciprocal business expectations through a structured change management framework
- Outsourcing governance
- Centre of Excellence
- Outsourcing ecosystem/framework
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| 12.00 | Writing a safer knowledge process outsourcing contract to protect your IP offshore
- Importance of addressing IP issues
- Emerging importance of patents
- The need to address post-termination IP rights when planning for the end of outsourcing
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| | Peter Brudenall, Partner, Technology and Outsourcing, Simmons & Simmons, UK
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| 12.30 | Networking lunch
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| 13.30 | Outsourcing Destination Rooms
SEE NATIONAL ROOM AGENDA (click on National Room agenda on menu bar) |
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| 15.40 | Speed networking
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| 16.10 | Success factors of KPO: The HP story
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| | Prithvijit Roy, Vice President - Decision Support and Analytics Services, HP Global e: Business Operations Pvt. Ltd, India
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| 16.40 | Closing plenary:
The outsourcer and the vendor perspective on pre-transition expectations and post transition reality
- Pre-transition expectations
- Post transition reality
- Secrets to a successful and lasting partnership
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| | Robert Haber, Managing Director, Vice Chairman, Asia Ex. Japan, Barclays Global Investors, USA Rick Young, Managing Director, Investors Bank and Trust, USA
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| 17.10 | End of Conference Day Two
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Day Two, Track B : Wednesday, 13 June 2007
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| LOOKING AT SOME KNOWLEDGE PROCESSES THAT CAN BE OUTSOURCED AND OFFSHORED |
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| 08.45 | Chairpersons opening remarks
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| 09.00 | Keynote address:
Increasing efficiency and manufacturing flexibility through outsourcing of critical processes
- Movement from outsourcing non-core processes to those considered critical
- Growing pains experienced by Alcoa
- Benefits to Alcoa of outsourcing critical proccesses
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| | Tim Carr, Senior Vice President, Alcoa, USA
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| 09.30 | Creating business value through analystics outsourcing
- Where can analytics help?
- Criteria for selecting an analytics partner
- A case study in analytics outsourcing - A leading US insurer
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| 10.00 | Case study:
Wiley-Blackwell, IT outsourcing in Singapore
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| | Nigel Wells, Head of Solution Delivery, Wiley-Blackwell, UK
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| 10.30 | Morning refreshments
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| EMERGING MARKETS – EXAMINING KPO OPTIONS IN NEW ASIAN MARKETS AND BEYOND |
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| 11.00 | Outsourcing high end processes to Nova Scotia. An attractive near shore option?
- Benefits of offshoring to Nova Scotia
- How does Nova Scotia fit into the global delivery system?
- A look at the case studies
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| | Stephen Lund, President & CEO, Nova Scotia Business Inc., Canada
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| 11.30 | Key factors in selecting the Philippines as an offshore location
- Why offshoring?
- Why the Philippines?
- What’s next?
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| | Edwin Chow, Country Manager Philippines Shared Service Centre, Lawson, The Philippines
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| 12.00 | Panel discussion:
Selecting the best location for your offshore centre
- Key considerations in the selection process
- Examining the competitiveness of different destinations in Asia and the rest of the world
- Emerging contenders
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| | Daniel Sadhu, Director of Sales, Asia Pacific, Evalueserve, Singapore Bob Daigle, Vice President, Business Development, Nova Scotia Business Inc.
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| 12.30 | Networking lunch
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| 13.30 | Outsourcing Destination Rooms
SEE NATIONAL ROOM AGENDA (click on National Room agenda on menu bar) |
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| 15.40 | Speed networking
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| 16.40 | Closing plenary:
The outsourcer and the vendor perspective on pre-transition expectations and post transition reality
- Pre-transition expectations
- Post transition reality
- Secrets to a successful and lasting partnership
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| | Robert Haber, Managing Director, Vice Chairman, Asia Ex. Japan, Barclays Global Investors, USA Rick Young, Managing Director, Investors Bank and Trust, USA
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| 17.10 | End of Conference Day Two
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