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15:35 - 16:05 Business Meeting 2
16:10 - 16:40 Business Meeting 3
12:00 - 13:00 Delegate Registrations
Wednesday 3 October 2012 - IOF Morning Site Visits
9:00-12:00 (Coaches will depart at 9:30 sharp from the Sheraton Sopot)
1. Luzycka Office Park, Gydnia - Presentations from DNV / WNS / Sony Pictures / Geoban / Allcon
2. Arkonska Business Park, Gdansk - Presentations from First Data / Synopsis / Jeppesen / Torus
3. Lunch Reception at the Olivia Business Centre - Welcome Address by Maciej Grabski
Presentation by Google Enterprise - Przemek Sienkiewicz, Head of Enterprise CEE, Russia & CIS
Presentation by Jones Lang La Salle - John Duckworth, Managing Director CEE & SEE
13:00 - 13:05 Welcome address by Arena International
13:10 - 13:30 Welcome address by host sponsors, Pomerania Development Agency
13:30 - 14:00 Presentation: Global Trends in Service Offshoring Practices – Insight from the Offshoring Research Network
• Assessing the key main factors that need to be considered when selecting a location strategy
• Determining the factors behind change and finding the link to your company strategy
• Evaluating current trends within location selection and Business Process Outsourcing
• Identifying the main issues that determine the destinations in which your investment is located
Dr Carine Peeters, Professor of International Business and Strategy, Offshoring Research Network (ORN)
14:00 - 14:50 Performance & Innovation Masterclass: Select the roundtable discussion led by thought leaders in each respective category
BPO in Finance Transformation - Masterclass
• Gain insight in to the capabilities of a world class
outsourcing partner
• Understand what to look for when reviewing a
partner
Name, Wipro Technologies
ITeS (IT enabled Services) - Masterclass
• Review the technologies on offer that can raise the
delivery in your service model
• See the benefits that can be received with the
implementation of IT solutions
For more details on how to sponsor this workshop email
harryboardman@arena-international.com
IPA Location Selection Masterclass
• See what Malaysia has to offer to the sourcing
world
• Receive an understanding of the characteristics
that make Malaysia an attractive location
MSC Malaysia
Procurement Outsourcing - Masterclass
• See the potential of Outsourcing parts of your
Procurement function
• See how Outsourcing Procurement can enhance your
service delivery and compliment your finance function
For more details on how to sponsor this workshop
email harryboardman@arena-international.com
14:50 - 15:00 Coffee & Networking Break
15:00 - 16:40 The IOF run a matrix program pre-event that matches the business requirements stated in each delegates registration form with the solutions on offer from our business partners, making sure that each meeting
provides a valuable and fully qualified introduction
15:00 - 15:30 Business Meeting 1
16:40 - 19:00 Networking Free time
19:00 - 22:00 Drinks reception & sit down dinner
Reception Sponsored by the Government of New Brunswick & Nova Scotia Business inc Canada including Welcome address from the Government of Canada
11:10 -11:40 Business Meeting 6
Thursday 4 October 2012 - Forum 2nd day
07:30 - 08:30 Collection of final meeting schedules from front desk
Break out sessions: Choose between the IOF Performance & Innovation stream or IOF Locations stream according to your particular areas of interest
Performance & Innovation stream
Opening remarks and stream introduction from stream chair
Armand Angeli, Co-founder, EOA France
Locations stream
Opening remarks and stream introduction from stream chair
Andreas Dressler, Managing Director, Terrain
08:30 - 09:10 Presentation: Using single or multiple sourcing partners
• Look at the challenge of increased complexity vs. the potential benefits of multiple partners
• Assess the sourcing model and partners that fit together and compliment each other
• Get the mix that blends with your companies natural ecosystem
XXXX SPEAKER TO BE CONFIRMED
08:30 - 09:10 Selecting outsourcing locations: changing requirements and decision drivers
This presentation looks at trends affecting the quality of BPO locations around the world and provides a practical, hands-
on guide to picking the right place.
• How can companies make a sound location decision and avoid costly mistakes?
• Which locations live up to their promise and how are the location alternatives changing?
Andreas Dressler, Managing Director, Terrain
09:10 - 09:40 Presentation: Captive / Outsourced / Hybrid
• Combining Shared Service & Outsourced operations to maximise delivery
• Deciding on the best model for your company and how it may evolve in time
• Achieving Global Business Services
Anthony Watson, Chief Information Officer, Barclays
09:10 - 09:40 Presentation: The importance of location selection for sustained delivery excellence
• Location selection in the context of Capgemini's global delivery model
• Location criteria for different types of delivery centers
• Adapting the footprint in response to changing location conditions
Dr. Adam Bujak, Global Deliver Excellence Head, Capgemini
09:40 - 10:00 Coffee & Networking Break
10:00 - 10:30 Business Meeting 4
10:35 - 11:05 Business Meeting 5
Break out sessions: This time we break out in to three separate sessions focussing in on BPO, ITO & Location selection
ITO stream BPO stream Location stream
11:45- 12:20 Presentation: Providing flexibility and delivering quality
through Information Technology Outsourcing
• Assessing how the general IT Outsourcing marketplace has matured
rapidly over the past 15 years
• Analysing how IT Outsourcing can Increase agility, improve security
and produce better business continuity
• Addressing the importance of companies needing to review best
management practices of the application portfolio
• Identifying how organisations can feel daunted due to cloud,
mobility and rapid releases that IT organisations now have to face
XXXX SPEAKER TO BE CONFIRMED
11:45- 12:20 Presentation: Assessing Innovation and Outsourcing: what
does the future hold?
• Assessing how outsourcing has developed over the years
• Analysing current outsourcing strategies used at present and where
they present weaknesses and opportunities
• Looking to the future of outsourcing and what needs to change to
ensure successful choices are made
• Providing a case study of a recent outsourcing project and how this was
implemented
Operations, Microsoft
11:45- 12:20 Presentation: site selection trends in outsourcing – who’s
investing where?
• Discussing the latest trends on where companies are locating their BPO
operations
• Focusing on the locations of customer support, shared services & IT technical
support centres
• Insights into the emerging new locations for BPO and the pioneer investors
moving into them
• The fastest growing segments within BPO in 2012 will be revealed
Dr Henry Loewendahl, Senior Advisor, FDi Intelligence
Thursday 4 October 2012 - Forum 2nd day (Cont)
14:25 - 14:55 Business Meeting 8
15:00 - 15:30 Business Meeting 9
12:20 - 12:50 Case study: Deciding on the ITO partner
• Get a first hand review of the partner selection process
• Review the full assessment process of deciding what IT operations to
outsource
For more details on how to sponsor this workshop email
harryboardman@arena-international.com
12:20 - 12:50 Case study: Deciding on the BPO partner
• Gunderstand the decision making process of going to tender
• Discuss the reasons and weighting behind the partner selection
process
Name, eClerx Services
12:20 - 12:50 Panel Discussion: Building robust location strategies
• Balancing the trade-off between quality and costs in emerging locations
• The role of internal and external stakeholders in location decisions
• Differences between BPO and SSC location decisions
• The role of investment promotion agencies: how can they help?
Chairman: Andreas Dressler, Managing Director, Terrain
Don McDaid, Snr Director Real Estate/Facilities EMEA and Global Projects,
Stream Global Services
Roal Spee, Global Location Strategy, IBM
Alan Whittaker, Head of Resource & Location Strategy, Citi
12:50 - 13:50 Networking Lunch
13:50 - 14:20 Business Meeting 7
15:35 - 16:05 Business Meeting 10
16:05 – 16:20 Coffee & Networking Break
Break out sessions: 3 streams providing some of the most topical issues in Shared Services & Outsourcing including Cloud, Process Automation and Employee development
16:20 - 16:55 Presentation: Cloud Computing - Work in the future
• What happens around us?
• What is work in the future?
• Is it possible to work in the future now?
• How do we bring future to today?
Przemek Sienkiewicz, Head of Enterprise CEE, Russia & CIS, Google
Enterprise
16:20 - 16:55 Workshop: Process Improvement through automation
• Discuss the common drivers behind best practices in Finance &
Procurement
• Discuss the cost/benefits of implementing solutions such as
eInvoicing, Data capture technologies, ERP software etc
XXXX SPEAKER TO BE CONFIRMED
16:20 - 16:55 Presentation: Ensure staffing success by addressing the
challenges of the sourcing workforce
• Ensuring that you are aware of the workforce needs and are implementing
practical strategies to meet them
• Assessing how important it is to understand the culture you outsource into
• Analysing how important it is to address workforce capability before you
select a location
• Evaluating why motivation is a top priority for buyers, advisors and
providers alike
Roel Spee, Global Location Strategy Leader, IBM
16:55 - 17:30 Panel Discussion: Cloud Computing - Changing the way we
work
• Join a panel of experts to gauge their thoughts on how Cloud can
revolutionise the way we work
• With countless possibilities, to what extent should you embrace Cloud
Przemek Sienkiewicz, Head of Enterprise CEE, Russia & CIS, Google
Enterprise
16:55 - 17:30 Presentation: Benchmarking your sourcing operations
• How good is your current delivery model and how far away are you
from Best in Class?
• Review the practices that are proven to improve delivery
• See the benefits received by measuring performance
For more details on how to sponsor this workshop email
harryboardman@arena-international.com
16:55 - 17:30 Case Study: Comparing workforce availability and costs to
stay ahead of the curve in providing innovative staffing services
• Uncovering how vital the acknowledgment of workforce availability is
before a location is chosen
• Evaluating how to assess labour arbitrage to ensure you maximize profit
from the contract
• Highlighting the importance of continuous evaluations of workforce costs
in other locations to discover emerging areas that could be successful for
future outsourcing
• Creating global ready professionals to maximise your companies growth
potential
• Overcoming training complications of service provider employees to
guarantee workforce productivity
Amar Shah, Executive Director, Morgan Stanley
17:30 - 19:00 Networking Free time
19:00 - 22:00 Drinks reception & sit down dinner
Reception Sponsored by the Government of New Brunswick & Nova Scotia Business inc Canada including Welcome address from the Government of Canada
08:30 - 09:10 Case Study: Uncovering the implementation of a best practice framework for Vodafone’s
outsourcing organization by using eSCM (eSourcing Capability Model)
• Clarifying what eSCM is and why this was a chosen practice framework
• Analysing the key benefits of using eSCM and this has enhanced Vodafone’s outsourcing strategy
• Assessing the challenges this framework created and how Vodafone overcame these
• Looking to the future and possible outsourcing strategies that could be adopted
Peter Snowden, Senior Manager Network Programmes, Vodafone
08:30 - 09:10 Presentation: The benefits of Pomerania
• What makes the Pomeranian region attractive as a location for BPO centers?
• What types of activities is Pomerania best suited for?
• How does Pomerania differentiate itself from other locations in the region?
• Recent investments and success stories in Pomerania - what can investors expect?
Invest in Pomerania
Friday 5 October 2012 - Forum 3rd day
07:30 - 08:30 Collection of final meeting schedules from front desk
Break out sessions: Choose between the IOF Performance & Innovation stream or IOF Locations stream
Performance & Innovation stream
Opening remarks and stream introduction from stream chair
Armand Angeli, Co-founder, EOA France
Locations stream
Opening remarks and stream introduction from stream chair
Andreas Dressler, Managing Director, Terrain
14:15 Forum Ends
09:10 - 09:45 Presentation: Ensuring you maximize the value from your contract to unlock the full potential of
your outsourcing relationship
• Successfully developing a contract that reflects your organizations strategic goals and aspirations balanced with
your suppliers capabilities at a price that is agreeable to both parties
• Understanding the vital role of the contract manager in the current economic climate to ensure adaption to
quicker, better, cheaper ways of achieving successful business practices
• Assessing successful methods that can improve communication between service providers when multi sourcing
• Learning How best to achieve a successful collaboration without compromising quality and cost and delivering
value for both clients and suppliers
James Simmonds, Global BPO Leader, AstraZeneca
09:10 - 09:45 Presentation: Investment Incentives: Do they impact on location decision making
Governments at local, regional & country level have been making commitments to both new investors &
existing investors for decades to influence location decisions. These commitments have taken the form of
cash grants, training grants, subsidies, infrastructure development & tax relief.
• Are these incentives an influencing factor?
• What else should come with this incentives package to make a material difference in location selection
decision making?
Ashu Kaushal, Director Global Corporate Services, CBRE
09:45 - 10:00 Coffee & Networking break
10:00 – 10:30 Business Meeting 11
10:35 – 11:05 Business Meeting 12
11:10 – 11:40 Business Meeting 13
11:45 – 12:15 Business Meeting 14
12:20 - 13:00 Workshop: Looking beyond contract requirements: Customer experience and ensuring a sustainable
outsourcing service
• How to guarantee 3rd parties deliver great customer service
• How to manage the Outsourcing relationship to guarantee full communication and visibility between the customer
and your partner
• • Building the customer service experience by taking advantage of the technological innovations that some
providers offer
Armand Angeli, Co-founder, EOA France
12:20 - 13:00 Presentation or Panel Discussion (TBD)
13:00 – 13:15 Presentation & Prize giving: Closing remarks from our two Forum Chairs as well as the prize giving from our event partners
Armand Angeli, Co- founder, EOA France13:15 – 14:15 Networking Lunch
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