ft global outsourcing and offshoring conference main... · rick sturge, director of employer and...

FT Global Outsourcingand OffshoringConferenceRaising the Bar – Next Generation Outsourcing

12 & 13 MAY 2008 • THE LANDMARK • LONDON

Sponsored by:

F T G L O B A L C O N F E R E N C E S & E V E N T S www.ftconferences.com/outsourcing

GENERAL INFORMATION

LUNCH AND REFRESHMENTSLunch and refreshments will be served in the Drawing Room

DRINKS RECEPTIONThe drinks reception will take place in the Drawing Room on Day 1 from 17:45.

FEEDBACK QUESTIONNAIREWe would be grateful if you would complete the feedback questionnaire that you will be given duringthe Conference. Please hand your completed form to Registration Desk staff before you leave theConference.

SPEAKER PRESENTATIONS AND AUDIO DOWNLOADSThese will be available to download from the FT Conferences website from Monday 26 May.The access details are:www.ftconferences.com/outsourcingUsername/email address: [email protected]: papersPlease note that only presentations and audio downloads for which we have permission to publishwill be available and that these are subject to FT copyright rules. These can be viewed at www.ft.com

INTERNET ACCESSThere is unsecured wireless internet access available in the Drawing Room. To access, please enterthe username and password as listed on the internet cards in the Drawing Room.

MOBILE PHONESAs a courtesy to other delegates, please ensure your mobile phone is switched off while in theConference room.

SECURITYFor security reasons it is important that you wear your conference badge at all times.

Dear Guest

It is our great pleasure to welcome you to the FT Global Outsourcing and Offshoring Conference.

It pays to listen to customers, and whether you agree or disagree that the customer is always right,the relationship between the end user and service provider lies at the heart of any successfuloutsourcing and offshoring relationship. That is why the FT is proud to be different, and sets thisrelationship at the centre of discussions at Europe’s foremost outsourcing and offshoringconference.

The theme of this year’s conference is ‘Raising the Bar - Next Generation Outsourcing’. Theprecarious start to 2008 is compelling companies across the globe to take a broad view of the roadahead and rethink strategy. The cost reduction and value creating opportunities afforded byoutsourcing and offshoring are even more compelling in this wave of economic uncertainty, but it isalso more essential now than ever that contracts and relationships be re-examined andtransformed to reflect evolving business needs, changing risk dynamics, advances in technologyand a much -changed supplier landscape... It’s time to take stock, and review the myriad of options,and make the right decisions to achieve the next level of performance.

We hope you will enjoy what promises to be another successful event.

Yours sincerely

Jayne Van HoenDirector of Global ConferencesFinancial Times

12 & 13 May 2008 | The Landmark, London

WELCOME

08:30 Registration and coffee

09:30 Chair’s Opening Remarks

Rick Sturge, Director of Employer and Strategic Development, CIMA

09:40 The Global Service Leaders Forum: Roles, Relationships, Responsibilities

• Improving outsourcing and offshoring / sourcing effectiveness: what do the global services managers viewas the make or break factors for outsourcing and offshoring success?

• How are capabilities and competencies of the global sourcing manager evolving to lead and support globalservices delivery?

• How effectively are today’s global services managers rising to the challenge of being a ‘good client’? How areclient expectations evolving with regard to their service providers?

MODERATORRick Sturge, Director of Employer and Strategic Development, CIMA

Charles Stiller, Global Servicing – New Initiatives Director, Barclays Bank plc Audra Nichols, Managing Director, Global and US Global Strategic Sourcing, PricewaterhouseCoopersDeepak Singh, Chief Information Officer, HM Revenue & Customs

11:00 Coffee

11:30 Raising the Bar: Next Generation Outsourcing

• Onwards and upwards: Achieving the next level of performance, process excellence• Industrialisation: Implications and benefits of the standardised, one-to-many service model – for buyers and providers• Next generation outsourcing relationships: Bundling services, managing risk, and creating options through

enterprise-level governance strategies• Next generation contracts - issues and considerations: Ensuring on-going innovation and continuous

process improvement from your supplier

MODERATORRoger Sparks, Partner, TPI

Richard Williams, Chief Information Officer, AstraZeneca plcHarry Wauters, Director Global Financial Shared Services Centres, International PaperKevin Campbell, Chief Executive, Outsourcing, AccenturePeter Brudenall, Partner, Hunton & Williams

12.45 Lunch

14:00 Analysts Panel / View from the City – What Does the Outsourcing Company of the Future Look Like?

• The provider landscape – what next?• Where will the next generation providers be based?• The outsourcing company of tomorrow• The analyst’s view of what next generation outsourcing will look like• How will the current round of consolidation change the dynamics of the industry?

MODERATORPatrick Jenkins, Companies Editor, Financial Times

Elizabeth Buckley, Director, Arete Research LLPBruce Keith, Director, Growth Capital, 3i plc

PROGRAMME

DAY ONE: 12 MAY 2008

14:30 It Takes Two to Tango: The Service Provider’s Perspective

• As the concept of outsourcing matures, the role of service provider evolves. Hear the perspectives of leading providers

Sanjiv Gossain, Vice President and UK Country Manager, Cognizant

15:00 Coffee

15:45 Hedging Location Risk

• What geopolitical, economic and financial events are likely to underpin the fortunes of the outsourcing andoffshoring destinations in the year ahead?

• What is the outlook for wage inflation in the key markets - the ‘longevity’ of labour arbitrage as a criticallynchpin of the market?

• Managing crime risk in offshored operations

MODERATORPeter Moller, European Shared Services Team Leader, Deloitte

Neil Wentworth, Member of Spanish Association of Consulting Firms (AEC),International Sourcing Business Director – ATOS ORIGINMatthew Dewsbury, Head of Security and Fraud Risk, HSBC Global ResourcingPeter Moller, European Shared Services Team Leader, Deloitte

16:45 Human Capital

The Retained Team

• Profile of the retained team: Skill requirements• Defining roles and responsibilities of the retained team• Budgeting for the retained team• The organisation of the retained team: Where, when, how?

MODERATORAnthony Hesketh, Senior Lecturer, Lancaster University Management School

Paul Blackburn, Senior Vice President, Finance and Corporate Controller, GlaxoSmithKline Mike Theaker, Global Leader HR Effectiveness, Mercer

Managing the Distributed Workforce in a 24/7 World: Making Remote Working Work

Chris Newell, Senior Research Fellow,Boston University School of Management and the Institute for Global Work

17:45 Drinks Reception hosted by:

19:00 Speaker Dinner hosted by:

08:30 Registration

09:00 Chair’s Opening Remarks

Rick Sturge, Director of Employer and Strategic Development, CIMA

09:05 The Future of the Captive: Monetisation/Commercialisation and Beyond

• The role of the captive in future global services delivery model? • The end of the road for the in-house captive? Assessing the challenges and the opportunities for the in-

house captive: Mapping a pathway to future growth - delivering sustainable business value, managingattrition, driving innovation and profit impact

• Assessing the pros and cons or various turnaround options for the captive: e.g. jvs, virtual and co-operativecaptives. Illustrative deal structures. Identifying the issues (e.g. date privacy, IP, potential balance sheetimplications). Ideal scale and scope

• Monetisation: capabilities of existing management to morph into a provider: the strength of thecommercialisation for captive turned provider – will other corporations buy?

MODERATORMichael Bloc, Partner, McKinsey & Company

Mahesh Muzumdar, Senior Vice President and Country Head, Fidelity Business Services India Private LimitedTeresa Copping, CEO, Aviva Global ServicesDoug Kaden, Partner, Oak Hill Capital Michael Bloc, Partner, McKinsey & Company

10:00 MODERATORRick Sturge, Director of Employer and Strategic Development, CIMA

Will a Global Recession Drive More Offshoring and Outsourcing in the Future?

Julio Ramirez, Managing Partner and Practice Leader - Globalisation and Outsourcing, The Hackett Group

The Future of Customer Service Outsourcing

Sukant Srivastava, Managing Director and Country Manager, India, Convergys Corporation

10:30 Coffee

11:00 Knowledge Process Outsourcing

Offshoring or outsourcing programs have historically focused on repetitive processes. Yet, in most corporations,the work content that involves complex, judgment – based work, such as analytics and research, is a vast,untapped frontier for alternative service delivery. This session will focus on trends in outsourcing high-endprocesses, and highlight case studies in R&D and legal process outsourcing..

MODERATORRick Sturge, Director of Employer and Strategic Development, CIMA

Anish Nanavaty, CEO, Knowledge Services, WNS

PROGRAMME

DAY TWO: 13 MAY 2008

R & D Outsourcing

Phanish Puranam, Assistant Professor of Strategic & International Management, London Business School

Legal Process Outsourcing

Mark Ross, Director, LawScribe Inc Chris Bull, Chief Operating Officer, Osborne Clark

12:30 The Future of Global Services Sourcing

• How will the economics of global sourcing be redefined?• Which new outsourcing and offshoring models (both buy and sell side) might emerge?• Will the politics of global sourcing cease to exist?

Tom Weakland, Partner, Diamond Management and Technology Consultants

13:00 Lunch and end of Conference

Associate Sponsors

Sponsors

Paul BlackburnSenior Vice President, Finance and Corporate ControllerGlaxoSmithKline

Paul Blackburn is currently SVP Financial Controller at GlaxoSmithKline, a position he hasheld since April 2005. His responsibilities include Internal/External Reporting, Forecastingand Planning, S404 compliance and compliance with IFRS. Prior to his current position hewas Corporate Controller for six years. Mr Blackburn joined SmithKline Beecham inSeptember 1977 as a financial analyst and has held multiple finance positions ofincreasing responsibility in the UK, Ireland, USA and Belgium. All these positionssupported commercial management. Before joining SmithKline Beecham, Mr Blackburnwas an auditor with Cadbury Schweppes Plc. Mr Blackburn has a degree in ManagementScience from Warwick University and is a member of the Chartered Institute ofManagement Accountants.

Peter BrudenallPartnerHunton & Williams

Peter Brudenall is a partner in the firm’s Global Technology and Outsourcing Group. Hehas extensive experience in all areas of Outsourcing and Information Technology lawincluding advising on the outsourcing of technology development, remote infrastructuremanagement, business process outsourcing, complex systems integration, datamigration issues, licensing and exploitation of intellectual property, software developmentprojects, data protection, Internet and e-commerce issues. Mr Brudenall acts for bothcustomers and suppliers, and has significant experience in acting for Indian-basedoutsourcing vendors. He is ranked as a “leading individual” for outsourcing and technologyadvice by Chambers legal directory. He is a regular speaker on technology law andoutsourcing issues, and has been widely published in legal journals in the UK andinternationally. He is the editor and co-author of Technology and Offshore OutsourcingStrategies published by Palgrave Macmillan in June 2005, and a co-author of The SecureOnline Business Handbook, published by Kogan-Page in 2006.

Elizabeth BuckleyDirectorArete Research LLP

Before co-founding Arete, Elizabeth Buckley spent eight years with Paribas AssetManagement as a Senior Portfolio Manager for European Equities, with investmentresponsibility for European technology and Nordic equities, and client responsibility for USand UK pension fund clients. In 1999, Lipper ranked her fund management # 1 in the HighPerformance European Equity category, and she was ranked #1 by Micropal for her Nordicequity fund. She holds degrees from the Ecole des Hautes Etudes Commerciales (HEC) inFrance and Duke University (Honors), and is a Chartered Financial Analyst (CFA). Sheheads up software and computing services coverage at Arete Research.

FT Global Outsourcing & Offshoring Conference

Chris BullChief Operating OfficerOsborne Clarke

Chris Bull is Chief Operating Officer at Osborne Clarke, with responsibility for all of the firm’sbusiness service functions. Utilising the experience gained in this broad role, Mr Bull is aregular contributor to publications and conferences across the spectrum of law firmoperations, including outsourcing and procurement, finance, IT, marketing, buildings andthe working environment, and knowledge management. Mr Bull is one of seven membersof the firm’s governing Partnership Council. Prior to joining Osborne Clarke in 1996, heworked as a Management Consultant and Finance Manager. He is a qualified CharteredAccountant and has worked at PwC, Ernst & Young and NatWest Bank. Mr Bull is acommittee member of the Managing Partners’ Forum (MPF) and an editorial panelmember at the recently launched FDLegal magazine. He has been a guest tutor on the UK’sfirst legal-specific MBA programme.

Kevin CampbellChief Executive, OutsourcingAccenture

Kevin Campbell is Accenture’s Group Chief Executive – Outsourcing, with ultimateresponsibility for the development and delivery of the company’s application outsourcing,infrastructure outsourcing and business process outsourcing services and solutions. Inthis position he is responsible for growing Accenture’s outsourcing business throughdifferentiated, innovative offerings that can be delivered through its Global DeliveryNetwork and for supporting Accenture’s operating groups in selling and executingoutsourcing and other large, complex contracts. He also has direct responsibility forAccenture’s business process outsourcing (BPO) units, including Accenture FinanceSolutions, Accenture Learning and Navitaire, among others, as well as the company’soperational excellence initiative to increase the measurability, repeatability andpredictability of the BPO services Accenture provides to clients. He is a member ofAccenture’s Executive Leadership Team. From February 2005 to September 2006, MrCampbell was Accenture’s senior managing director – Business Process Outsourcing. Herejoined Accenture in 2005 from Hewitt Associates, where he was market strategy anddevelopment leader of Hewitt’s HR outsourcing business. Prior to that, he was presidentand chief operating officer of Exult Inc., which merged with Hewitt in October 2004. Hewas previously with Accenture from 1982 until 1999, at which time he was the partner incharge of outsourcing for the Resources operating group, where he helped pioneerAccenture’s BPO activities. He became a partner in 1990. He holds a Bachelor of Sciencedegree from Boston College.


Matthew DewsburyHead of Security and Fraud RiskHSBC Global Resourcing

Matthew Dewsbury became Head of Security and Fraud Risk for HSBC Global Resourcing,the offshore operations arm of the HSBC Group, based across Asia, in 2007. The keyresponsibilities of this role include working to prevent and investigate fraud, establishingrobust Information Risk governance and maintaining the physical security of all facilities andstaff. Mr Dewsbury joined HSBC in 2003 in the UK where he was initially responsible formanaging investigations into major frauds and subsequently moved on to take responsibilityfor fraud strategy for the Europe region. In 2006 he oversaw the offshoring of a substantialfraud prevention resource to HSBC Global Resourcing in India, which proved a great success,following which he moved on to assume his current role. Prior to joining HSBC, he enjoyed asuccessful career in the UK Police working, amongst other roles, in drugs and CID teams.

Sanjiv GossainVice President and UK Country ManagerCognizant

Dr Sanjiv Gossain is a Vice President and Head of UK & Ireland for Cognizant TechnologySolutions. In this capacity he manages Cognizant’s growing business across all industrysectors in the United Kingdom & Republic of Ireland. He and his team are responsible for allclient relationships, sales, and operations. Dr Gossain has over 18 years experience in the ITconsulting industry having worked both as an entrepreneur – as a co-founder of NerveWire, amanagement consulting and systems integration firm in Boston USA – and as a successfulleader in a large systems integration firm – Cambridge Technology Partners (now Novell)where he was the CTO. He has worked with numerous blue-chip clients in North America andin Europe, especially in Capital Markets, Banking, Communications, and Life Sciences. Heearned advanced degrees from the University of Essex, including a PhD in Object-OrientedDevelopment and Reuse, a master’s degree in Telecommunications and Information Systems,and a bachelor’s degree in Electronic Systems Engineering. He is a member of the Associationof Computing Machinery, the British Computer Society, and is a Chartered IT Professional.

Anthony HeskethSenior LecturerLancaster University Management School

Dr Anthony Hesketh, BSc, PhD is a Senior Lecturer in the Management School atLancaster University. His research focuses on capturing the impact of transformationaloutsourcing on organizational performance. An expert in talent management, Dr Heskethresearches and consults with some of the world’s leading organisations on outsourcing,human capital management and its measurement. Recent books include TheMismanagement of Talent (Oxford University Press, 2004) and Understanding thePerformance of HR (Cambridge University Press, 2007). He is the founding Director ofthe Centre for Performance-Led HR at Lancaster – which has amongst its memberssome of the UK’s most influential HR Directors, a founding member of the HROA EuropeBoard, sits on a number of advisory boards in the outsourcing space and is editor of thenew Human Resources Business Review (HRBR).


Alexander HodacSenior PractitionerDeloitte

Alexander Hodac is a Senior Practitioner in Deloitte’s Belgian Real Estate practice andspecialises in corporate location strategies. Since joining Deloitte in 2005, he hasconducted over 15 location studies, many of which related to locations for Global or forRegional Shared Services Centres. In the course of his work he has assessed both provendestinations as well as emerging locations for shared services, covering Europe, AsiaPacific and the America’s. His clients are top multinationals including Arla Foods,Carlsberg, Office Depot and Reuters who have all recently decided to implement aEuropean shared services centre. Mr Hodac holds a M.Sc. of the Solvay Business Schoolin Brussels.

Patrick JenkinsCompanies EditorFinancial Times

Patrick Jenkins was appointed companies editor and assistant editor for the FinancialTimes in February 2008, having spent two years as the paper’s international companynews editor. Prior to that, Mr Jenkins was a financial correspondent for the FT, based inFrankfurt, and before that he was a UK companies reporter. He has also worked as apersonal finance correspondent and as a production editor on FT special reports. Hejoined the FT Group in 1996 as editor of the newsletter, FT World Insurance Report.Previously, he was a translator and editor at Reuters. Mr Jenkins has an MA in Frenchliterature from Warwick University and a BA in modern languages from Kent University.

Douglas KadenPartnerOak Hill Capital

Douglas M. Kaden is a Partner of Oak Hill Capital, responsible for investments in businessand financial services. Mr Kaden serves on the board of directors of Ability Re, RSC andVertex and previously served on the boards of Genpact (as an observer) and EXLService.Prior to joining Oak Hill in 1997, he worked at James D. Wolfensohn, Inc., a mergers andacquisitions advisory firm. Mr Kaden earned an A.B. degree in Social Studies (philosophyand economics) from Harvard College, a M. Phil from Cambridge University and a M.B.A.from the Stanford Graduate School of Business.


Bruce KeithDirector, Growth Capital3i plc

Bruce Keith is a Director in 3i’s Growth Capital Team and is responsible for BPO investing.He joined 3i in 1996 and worked in the Edinburgh, Glasgow and Dublin offices, beforemoving to London in 2002. He has also spent time on secondment in Zurich, Frankfurt,Singapore and New York. Recent deals include Polyconcept, Bouncopy, Asia Capital Re,KNEIP and Fulcrum. He is also responsible for PBS, 3i’s captive offshore BPO vehicle. Hehas an MA from Aberdeen University and is a member of the Institute of CharteredAccountants in Scotland.

Peter MollerEuropean Shared Services Team LeaderDeloitte

Peter Moller leads the European Shared Services and Outsourcing Advisory Team withinDeloitte. Since 1995 he has helped some 50 organisations with shared services,outsourcing and offshoring initiatives and leads a European Team that has worked with over300 organisations in this space. He has been quoted on shared services and outsourcing ina number of Management Journals including The Financial Times, The Times, AccountancyMagazine, CFO Europe, Director magazine, the EIU’s Business Europe and the SundayTimes. He has also featured on CNN Europe, BBC Radio 4 and Japan’s leading businessradio station. He chairs a tri-annual Discussion Group for Shared Services leaders whichincludes over 30 leading multinationals.

Mahesh MuzumdarSenior Vice President and Country HeadFidelity Business Services India Private Limited

Mahesh Muzumdar is the Senior Vice President & Country Head for BPO in Fidelity India. Hepresently oversees the operations & management of Fidelity Investments’ offshored operationsin India. He began his career at Fidelity Investments in November 2003 as a Vice President andhas led the unit since its inception in 2003 to its current strength of 2000 associates, spanningmultiple business lines and product groups. He has to his credit 25 years of financial servicesexperience in India and overseas. He has successfully handled various positions in BankingOperations / Projects, Treasury Operation, Custodial Services, Service Delivery, Corporate &Institutional Banking. Prior to joining Fidelity, he was part of the senior team that designed,implemented and then managed the Global Shared Service Center for Standard CharteredBank, a leading player in the financial services offshore space in India. He holds a Mastersdegree in Economics from Delhi School of Economics, Delhi University in the year 1982.


Anish NanavatyCEO, Knowledge ServicesWNS

Anish Nanavaty serves as CEO – Knowledge Services, WNS’ fast growing vertical whichprovides research and analytics to the Global 500. Prior to his current role, he led businessdevelopment for WNS-North America Travel Services based in New York. Before joiningWNS, he held senior positions in offshoring strategy and implementation both as consultantand in industry. He was a senior member in the India-based practice of The Monitor Group, aleading strategy-based practice where he helped multinational clients enter India, and earlierin his career was a consultant with Mars & Company. He also led the development of EnronCorporation’s IT Infrastructure Services outsourcing business in India. Mr Nanavaty holds aBS in Economics from the University of Pennsylvania’s Wharton School.

Chris NewellSenior Research FellowBoston University School of Management and Institute of Global Work

Dr Chris Newell is a Senior Research Fellow at Boston University School of Managementand the Institute for Global Work. He is also the Chief Collaboration Officer at Keane Inc.Prior to Keane, he held positions of as head SVP of Global Customer Education atParametric Technology Corporation and prior to PTC was the Chief Knowledge Officer atViant Corporation. Dr Newell has extensive experience in organisational development andworkgroup technology. At Lotus Development, he was the founder and Executive Directorof the Lotus Institute, an action research center that developed virtual teaming anddistance learning, virtual community, expertise location solutions. Two of his solutions;Teamroom, an earlier version of Workplace and LearningSpace were commercialised byIBM and Lotus. He was also Co-Founder and Co-Director of the IBM Institute forKnowledge Management, a customer-sponsored consortium that researched a widearray of social and technical knowledge management issues. He holds a doctorate inPsychology from the Massachusetts School of Professional Psychology.

Audra NicholsManaging Director, Global and US Global Strategic SourcingPricewaterhouseCoopers

Audra Nichols is the Global Strategic Sourcing (GSS) Leader for the US Firm ofPricewaterhouseCoopers LLP. GSS is chartered with establishing a strategic sourcingoperating model, program managing the execution of the model, and providing ongoingoversight of the US Firm’s global strategic sourcing practices, initiatives and operations.Ms Nichols is also responsible for leading the effort to bring the many elements of thePwC worldwide organisation together under a combined approach to global strategic. Sheleads a team of experienced professionals who define, deliver and execute the internalcapability and strategic position on outsourcing and offshoring. Over the past three years,Ms Nichols has built an offshore operation that employs multisourcing to deliver the USFirm’s IT and Business Process Offshoring efforts.


Phanish PuranamAssistant Professor of Strategic & International ManagementLondon Business School

Dr Phanish Puranam is Assistant Professor of Strategic and International Management atthe London Business School. He is also Co-Director of the Aditya V. Birla India ResearchCentre, and a visiting Professor at the Indian school of Business (a partnership betweenWharton, Kellogg, and London Business School). He obtained his PhD at the WhartonSchool of the University of Pennsylvania. He teaches courses in strategy and corporatedevelopment to MBA students and senior executives, in addition to customized executiveprogrammes on outsourcing and offshoring. Dr Puranam’s research and consulting interestscentre on the design and management of strategic relationships between organizations. Hisresearch on topics such as the structuring of alliance and outsourcing arrangements, post-merger integration, inter-divisional collaboration and reorganizations has been published ininternationally reputed academic journals and he is frequently quoted in the business press.He also works in advisory/training roles with companies such as Deutsche Bank, Microsoft,247Customer, Unisys, Tata Consulting Services and CapGemini.

Julio RamirezManaging Partner and Practice Leader - Globalisation and OutsourcingThe Hackett Group

Julio Ramirez is a leader of The Hackett Group’s business process sourcing research andadvisory activities. One of the original former founding partners of Answerthink, Inc, in 1997.Previously, Mr Ramirez was senior vice president of Acclaris, a global business processoutsourcing firm with offices in the US and India, responsible for its Global 2000 HR and financeand accounting process outsourcing business. Mr Ramirez has over 24 years experienceworking with senior executives at Fortune 500 companies in the transformation of the finance,HR and procurement functions to achieve world-class performance. He has significantexperience in all aspects of designing and implementing shared services and has worked withmultinational organizations throughout North America, Europe, Asia Pacific and Latin America.Previously, Mr Ramirez was an audit and consulting partner with KPMG Peat Marwick.

Mark RossDirectorLawScribe, Inc

Mark Ross was a partner at the prestigious UK Law Firm Underwoods Solicitors. While atUnderwoods he was responsible for the development of a case management system forthe offshoring of routine personal injury cases to the firm’s South African practice. MrRoss joined LawScribe after immigrating to Los Angeles in 2006. He is a regular speakerat conferences and has had numerous articles published in legal journals on subjects asvaried as the death of the hourly rate and the liberalization of the Indian legal sector. Hisarticle calling for Accreditation and Self-Regulation for the Legal Outsourcing Industry hasbeen widely acclaimed and published as a white paper by both the Legal ProcessOutsourcing Network, and the International Association of Outsourcing Professionals(IAOP). He has prepared lectures on outsourcing in the legal profession for the Associationof Legal Administrators, ALM, Immigration Law Weekly and Estrin Legal. He is aprofessional member of the IAOP, and the Chair of their Legal Outsourcing Chapter. HisLegal Outsourcing Blog http://blog.law-scribe.com/ has become a valuable resource ofinformation for those interested in the legal process outsourcing industry.


Roger SparksPartnerTPI

Roger Sparks has more than 20 years experience in sourcing and new business activitiesfor major IT and government/defence projects. He is a Partner in TPI’s Global FinancialServices practice, heading up TPI’s European Financial Services business, a team thatworks closely with some of the leading European and global banks, insurance companiesand other financial institutions across the entire front to back office. He has used his deeppractically attained experience in advising some of the worlds largest global financialservices companies through complex sourcing transactions including some of the largestoutsource transactions that have been led from Europe. He has a broadly based expertiseof ITO (including applications and infrastructure) and BPO engagements that span theentire sourcing life cycle from strategy development through implementation and delivery.Prior to joining TPI, Mr Sparks worked with Computer Sciences Corporation (CSC) for fiveyears as the Pricing Manager for its European Business Development group. He heldleadership positions in the United Kingdom and led project financial teams in the UnitedKingdom, France, Germany, Scandinavia, Benelux and South Africa.

Sukant Srivastava Managing Director and Country Manager IndiaConvergys Corporation

Sukant Srivastava is managing director and country manager for Convergys Corporation’sCustomer Care business in India. He is responsible for overseeing the operations ofConvergys’ eight contact centers and 11,000+ Customer Care employees in India, directingrelationships with national government officials and representing Convergys in key industryforums and associations. Additionally, he will focus on driving Convergys’ RelationshipManagement brand position in India, enabling talent acquisition and continued leadershipin the rapidly growing business process outsourcing market. Srivastava reports to ClintStreit, president of Customer Care, and is located in Gurgaon, India. Prior to joiningConvergys, Srivastava served in a variety of global leadership roles with Keane, Inc. Hismost recent assignment was as managing director for Keane’s Indian operations. In thisposition he served as a transformation agent for enterprise-wide change initiatives,including a shift to a globally integrated business model. Previously, he was vice president ofGlobal Services Integration for Keane. Mr Srivastava holds a bachelor’s degree in ElectricalEngineering from the Birla Institute of Technology in Ranchi, India and a master’s degree inBusiness Administration from the University of North Florida.

Charles StillerGlobal Servicing-New Initiatives DirectorBarclays plc

Charles Stiller is Head of New Initiatives for Barclays Global Servicing. He has 20 yearsfinancial services experience with Barclays and the Financial Services Authority, focussedin the UK, Continental Europe and the Middle East. During the last 4 years Mr Stiller hasconcentrated on offshoring BPO activities for Barclays, originally to 3rd parties, primarilyin India, then purchasing a joint venture BPO operation and letterly setting up Barclaysown captive operation in Noida.


Rick SturgeDirector of Employer and Strategic DevelopmentCIMA

Rick Sturge is a Chartered Accountant with over 20 years’ experience of working both insenior finance, commercial and business development roles in a range of serviceorganisations. Having trained with Coopers & Lybrand, his first industry role was withLondon Life, later to become part of AMP. He then became European CFO of a consultingengineering division within WMX Technologies. A move into commercial and businessdevelopment roles resulted in him becoming an outsourcing specialist with cross industryexperience. He has worked for Serco, BT and more recently the BPO operations withinPwC and Accenture supporting a range of multinational clients in different industries.

Mike TheakerGlobal Leader HR EffectivenessMercer

Mike Theaker is the Global Leader of Mercer’s HR Effectiveness business. He has over 17years of experience in HR service delivery effectiveness including HR strategy design, HRshared services, HR information systems design and implementation, HR processoptimization and HR sourcing strategy. He previously worked for IBM developing their eHRConsulting Practice, Towers Perrin where he was HR Transformation Leader, and was aDirector of an international management consultancy with responsibility for HRInformation Systems, Change Management and Strategic HR Consulting practices forEurope & the Middle East. He has worked on HR Effectiveness projects across the Oil andGas, Telecoms, Retail, Hospitality, Aerospace, Manufacturing, Pharmaceutical, Media andFinancial Services industry sectors in Europe, the US and the Middle East. Mr Theakerholds a Masters degree in HR Management and a B.Sc. (Hons) degree in Psychology. He isa Chartered Member of the CIPD and between 2000 and 2003 served as a Director ofIHRIM (International Association for Human Resources Information Management) Europe.He is a regular public speaker at conferences in Europe, the US and the Middle East.

Harry WautersDirector Global Financial Shared Services CentresInternational Paper

Harry Wauters has been director of International Paper’s global financial shared servicescentres since June 2007. In that position, he has responsibility for the company’s sharedservices centres in Memphis, Krakow and Guangzhou. Mr Wauters is based in thecompany’s European Coordination Center in Brussels, Belgium. He joined InternationalPaper in 1992. During his career with the company, he has held various roles in corporatetreasury and credit & collection. Most recently, Mr Wauters served as director financialoperations with oversight on the outsourced SSC in Krakow since 2000.


Tom WeaklandPartnerDiamond Management and Technology Consultants

Tom Weakland is a Senior Partner with Diamond Management and Technology Consultantsand leads the firm’s Global Sourcing practice. He counsels senior business and IT executivesof Fortune 500 companies on defining and implementing sourcing strategies andovercoming the overwhelming challenges sourcing professionals face. In addition, hespearheads Diamond’s annual IT Outsourcing Study, the only market analysis available thatcompares trends, issues and benefits of outsourcing from both buyer and providerperspectives. As a Partner with Diamond, Mr Weakland has 20 years of experience in helpingorganisations develop, manage, and extract significant benefits from technology. An often-quoted commentator on globalisation and IT outsourcing issues, he leads Diamond’s GlobalSourcing Practice. He has global experience in multiple industries including financial services,insurance and consumer products. His scope of expertise covers all phases of programimplementation including business plan development, architecture analysis, design,development, deployment and management. He is recognised as a technology leader and ishighly regarded for his skills covering the most advanced technologies.

Neil WentworthInternational Sourcing Business DirectorATOS ORIGIN

Neil Wentworth is an ICT professional with more than 20 years experience in several areasof the business, including design, product management, operations management andbusiness development. After a period managing the production and delivery of software tothe Telecom sector World-wide as VP for Global Competence Centres, Mr Wentworthassumed the role of International Sourcing Business Director, with responsibility for thedefinition and management of delocalised global delivery models, within Atos Origin’sGlobal Sourcing framework.

Richard WilliamsChief Information OfficerAstraZeneca plc

Richard Williams is Chief Information Officer for AstraZeneca with responsibility for leading allinformation technology operations across our global business. He began his career withCoopers & Lybrand, an international audit and consulting firm, in 1984 where he led multipleprograms in such areas as IT strategy, reengineering and application development for a broadrange of clients in the pharmaceutical, consumer products and telecommunicationsindustries. Mr Williams joined Astra Merck in 1992 with responsibility for helping to build thejoint venture into a multi-billion dollar business in the U.S. He was appointed Vice President,Information Services for AstraZeneca Pharmaceuticals in 1999 with responsibility for allCommercial applications and technologies for the U.S. business. Prior to his current position,he was Vice President of Global Sales and Marketing IS responsible for leading the worldwidecommercial technology strategy and deployment and our Patient/Physician connectivityacross all markets. Mr Williams earned a bachelor’s degree in computer science from TempleUniversity, and an MBA from St Joseph’s University.


ASSOCIATE SPONSORS


INTERES Invest in Spain” is the leading government organisation supportingenterprises seeking to set up or expand their business in Spain.In association with the Spanish Association of Consulting Firms (AEC), ourinitiative, “Spain: the Value Shore destination in Europe” seeks to analyse andfurther develop Spain’s sourcing services as well as understand better theconstantly evolving needs of companies looking for a high value technologicallocation. For outsourcing success with a focus on high value and knowledgedriven services, contact INTERES Invest in Spain, to see how Spain can beyour perfect nearshore location in Europe. www.investinspain.org

Cognizant is a leading provider of information technology, consulting andbusiness process outsourcing services. With more than 35 global deliverycentres and over 55,000 employees*, we combine a unique onsite/offshoredelivery model infused by a distinct culture of customer satisfaction. Amember of the NASDAQ-100 Index and S&P 500 Index, Cognizant is aForbes Global 2000 company and is ranked among the top informationtechnology companies in Business Week’s Info 100, Hot Growth and Top 50Performers listings.www.cognizant.com

*As of December 2007

An acknowledged industry leader with more than 15 years of experienceproviding outsourcing services to the world’s leading and emergingorganizations, Accenture continues to set the standard for creating highperformance through outsourcing. Accenture believes outsourcing isn’tabout what you can subtract from a business. It’s about what you can add.Like a partner completely synchronized with your overall business objectives.Or process excellence that exceeds what you can do on your own. Orinformation that gives you a competitive edge. Drawing on insights derivedfrom over 600 outsourcing engagements in 75 countries, Accenture helpscompanies make money, not merely save it. The Accenture Global DeliveryNetwork comprises over 75,000 professionals located in more than 50centers in 40 cities, stretching from India, China and the Philippines, acrossAfrica, Eastern and Western Europe to Latin America and North America: anintegrated, 24/7 web of operational excellence that uses proven methods,tools and metrics, specialized technology and business process skills to helpclients achieve high performance. For more information about how you canpartner with Accenture to achieve high performance and leverage thebenefits of our Global Delivery Network, please visitwww.accenture.com/gdnmicrosite.

The Hackett Group, a global strategic advisory firm, is a leader in bestpractice advisory, benchmarking, and transformation consulting services,including shared services, offshoring and outsourcing advice. Utilizing bestpractices and implementation insights from more than 4,000 benchmarkingengagements, executives use Hackett’s empirically based approach toquickly define and prioritize initiatives to enable world-class performance.Through its REL brand, Hackett offers working capital solutions focused ondelivering significant cash flow improvements. Through its HackettTechnology Solutions group, Hackett offers business application consultingservices that helps maximize returns on IT investments. Hackett has workedwith 2,700 major corporations and government agencies, including 97% ofthe Dow Jones Industrials, 73% of the Fortune 100, 73% of the DAX 30 and45% of the FTSE 100.For more information, visit www.thehackettgroup.com

ASSOCIATE SPONSORS


SPONSORS


Satyam Computer Services Ltd. (NYSE: SAY) is a global IT consulting andservices provider, offering a range of expertise aimed at helping customersre-engineer and re-invent their businesses to compete successfully in anever-changing market. More than 51,000* highly-skilled professionals inSatyam work Onsite, Offsite, Offshore and Nearshore, to provide customizedIT solutions for companies across several industries. Satyam’s ideas and products have resulted in technology-intensivetransformations that have met the most stringent of international qualitystandards. Satyam Development Centers in India, the USA, the UK, the UAE,Canada, Hungary, Malaysia, Singapore, China, Japan and Australia serve654* global companies, of which 185* are Fortune Global 500 and FortuneUS 500 corporations. Satyam’s presence spans 63* countries, across sixcontinents. For more information: www.satyam.com

* As of March 31, 2008

the People, the Network, the TechnologyThe Van Ameyde Group specialises in international claims and riskmanagement for major international insurance companies, captives andbrokers, government agencies and corporate clients.We represent clients throughout Europe, providing back-office services andhandling the entire claims process. Internet insurers rely on our proven BPOservices. In addition, we conduct risk analyses, surveys and industrial valuations.Van Ameyde has:• the professionals• the international network of offices• the unrivalled ECHO IT systemWe tailor services to customer requirement throughout Europe and beyond,allowing you to focus on your core business!www.vanameyde.com

CIMA, the Chartered Institute of Management Accountants is the onlyprofessional body delivering an employer driven qualification for business inthe public and private sectors. We are the voice of over 164,000 members andstudents in 161 countries and no other professional accountancy qualificationis as relevant to business or as internationally respected as fit for purpose. CIMA Chartered Management Accountants have a unique combination of skillsand are geared towards assessing business possibilities, grasping opportunitiesand shaping the future of organisations. They have the strategic insight toassess risk and make vital business decisions based on a robust understandingof the business environment. Combining a high level of financial andmanagement expertise with excellent business acumen and decision-makingskills, the CIMA Chartered Management Accountant are great communicatorswho can make sense of the figures for the future of the business. That is why CIMA Chartered Management Accountants have the opportunityto move around the business and are qualified to engage in a wide variety ofactivities including outsourcing activities. CIMA also leads the profession indeveloping ethical and technical best practice. Our advice, technical researchand support programmes create value for employers. CIMA is delighted to be a part of the FT Global Outsourcing and OffshoringConference 2008.

FSO Knowledge Xchange in partnership with FS Outsourcing is a uniquemedia and research initiative focused on all aspects of financial servicesworldwide. Our portal www.fsoutsourcing.com features the latest news andviews, events, case studies, searchable archives of news features and yellowpages profile of financial and outsourcing firms. Our weekly e-newsletter[Weekly News & Knowledge Bulletin] and quarterly magazine FSO providesauthoritative, strategic and actionable insight and decision support in theoutsourcing phenomenon. It is a must-read for all executives, seniormanagement and implementers within financial services and outsourcingfirms. FSO www.FSOkx.com produces and promotes worldís leading summitsand conferences on various topics in the financial Services Organizations forsenior decision makers at exclusive locations around the world. FSO is also aleading global provider of original, high-quality research on areas withinfinancial industry that are moving towards alternate business models.

SUPPORTING PARTNERS


outsource is the only UK magazine that focuses on all aspects of the globaloutsourcing industry. Published quarterly, it is the industry bible foroutsourcing professionals - examining all the key sector developments andtrends. Filled with practical advice on best practice, interviews with leadingindustry figures and thought provoking features plus all the latest news andviews from the National Outsourcing Association, there is simply no betterresource to aid you in your decision making process and keep you informedof what's really on the agenda when it comes to outsourcing and offshoring.Recent editions have explored many of the critical issues and hot topicsfacing today's outsourcing professional, including the advantages of multi-sourcing, offshoring for SMEs and Business Process Outsourcing.The outsource website is the perfect companion to the print edition andincorporates a full magazine archive, a supplier directory and a library ofindustry white papers.www.outsourcemagazine.co.uk

Practical Law Company is a pre-eminent provider of legal know-how,transactional analysis and market intelligence for business lawyers. Workingclosely with law firms and corporate legal departments, we deliver innovativeand practical solutions in know-how, technology and practice development.PLC products include PLC Law Department, a unique online service createdto meet the know-how needs of in-house lawyers. It provides in-housecounsel with a combination of management, legal risk, compliance and legalknow-how resources.A range of other PLC resources are available to subscribers, including PLCPublications Portal, a fully indexed and searchable library of law firm andother third party publications; PLC Law Department Profiles, a searchabledatabase of general counsel and legal departments at major companies andfinancial institutions worldwide; and PLC Which Lawyer?, an online resourceidentifying leading lawyers and law firms practising in the core areas ofcommercial law in jurisdictions around the world.www.practicallaw.com

WNS is a leading global Business Process Outsourcing company. Deepindustry and business process knowledge, a partnership approach,comprehensive service offering and a proven track record enables WNS todeliver business value to some of the leading companies in the world. Withover 17,000 employees, WNS is passionate about building a market leadingcompany valued by our clients, employees, business partners, investors andcommunities. Our home page is www.wnsgs.com

SUPPORTING PARTNERS


FT Bespoke ForumsClient tailored events from the Financial Times

Obtain the undivided attention of the world’smost influential business decision makers

FT Bespoke Forums provides YOUR business with the opportunity tocreate a bespoke business event specifically tailored to YOUR needs.

Programmes are created by a team of expert FT Editorial Managers inconjunction with FT journalists, attracting YOUR wish list of the highestcalibre speakers and delegates.

You will receive a complete Project Management service whichincludes all Marketing, Advertising, Logistics and Event Management.

FT Bespoke Forums puts YOUR business face to face with selectedkey decision makers in a neutral, professional environment.

For more information on our event packages, log onto: www.ftforums.com or email: [email protected]

Telecoms, Media & TechnologyFT Executive Membership Forum

Online Networking | Conferences & Events | Industry News and Information

The FT brings you a unique new membership service offering acomplete package of networking and information tools.

Make and maintain contact with peers and luminaries operatingwithin the Digital, New Media, Mobile and Telecoms sectors – andto stay in touch with the key issues facing these industries today.

Member Benefits Include:

• The opportunity to search for and contact fellow members –including leading industry figures –using the online networking tool

• A VIP pass for any conference from the FT Global Conferencesand Events portfolio

• 20% off all additional FT conferences – for you and your colleagues

• Access to exclusive face-to-face members’ networking events

• Access to all FT conferences’ speaker presentations andpodcasts

• A 12-month premium subscription to FT.com

To request more information on the forum including membershipfees, advertising opportunities or to arrange a demonstration ofthe networking tool, please contact:

Daniel Thomas Gareth Pike

[email protected] [email protected]

+44(0)20 7873 3643 +44(0)20 7873 3163

www.ftexecutiveforums.com/technology


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NOTES

DATE FOR YOUR DIARY

FT World Telecoms Conference3 & 4 November 2008The Landmark, London

Topics to be discussed:

HOME

• Competitiveness and investment or monopolisation and stagnation.

• How will Europe’s telecoms giants cope with competition they facefrom the Asian hardware innovation abroad, regulatory challenges athome, and the competition from mobile’s latest multimedia services?

AWAY

• Are growth rates in emerging markets already slowing as supplybegins to catch up with demand?

• What exciting new opportunities exist for growth strategies in 2009?

• Will the increasing competition for acquisitions and new licensesprohibit all but the biggest players from succeeding in new markets?

The FT World Telecoms Conference is the essential guide to the bigpicture, how to succeed at home and away. It is a must-attend eventfor those business leaders who need to understand the challengesand opportunities they will face in the global telecommunicationsmarkets throughout 2009.

For general enquiries, please contact Toufique KhanTelephone: +44 (0)20 7873 3260 Email: [email protected]

How to Succeed –At Home andAway...

Lead Sponsor

F T G L O B A L C O N F E R E N C E S & E V E N T S

Where business meetsThe Financial Times’ Global Conferences & Events offer an unrivalled insight into markets andcountry profiles, investment opportunities, and the latest and best business practice. Our eventsoffer delegates the chance to take stock of the bigger picture, participate in the most currentdebates with the thought-leaders; to enjoy the unrivalled networking opportunities.

Forthcoming events for 2008:

Financial Services

Sustainable Banking Conference and Awards3 June 2008 – The Dorchester, LondonFT/DIFC World Financial Centres Summit20-21 October 2008 – Gibson Hall, London

Telecoms, Technology & Innovation

FT Business of Mobile Conference19-20 May 2008 – Radisson SAS Royal Hotel,BrusselsFT Asia Innovate 2008October 2008 – SeoulFT World Telecoms Conference3-4 November 2008 – The Landmark Hotel,LondonFT Innovate 200810-11 November 2008 – The Cumberland,LondonFT Digital Media & BroadcastingConference March 2009, London

Property

FT Asia Property Summit 200815 May 2008 – St Regis, SingaporeFT/ULI Sustainable Cities Conference &Award 16 June 2008 – East Wintergarden, CanaryWharf, London FT Urban Regeneration Summit 22 September 2008 – ShanghaiFT Commercial Property Conference23 September 2008 – Millennium Mayfair,LondonFT Gulf Property Investment Conference1 December 2008 – The Gulf Hotel, Bahrain

Energy

FT WEC Energy Leaders Summit16-17 September 2008 – The Cumberland,LondonFT China Energy and Environment SummitNovember 2008 – Beijing

Industry Sector

FT Business of Luxury Summit28-30 May 2008 – Grand Hyatt, TokyoFT Manufacturing for the Future 2-3 June 2008 – Toronto & The Ritz Carlton,Chicago FT Sports Industry Summit November – LondonFT Global Pharmaceutical andBiotechnology Conference 2-3 December 2008 – The Cumberland,London

Awards

2008 FT/StarMine Global Analyst Awards– Recognizing the World’s Top Performers15 May 2008 – New York Stock Exchange,New York CityBusiness Book of the Year Award 2008 14 October 2008 – The Plaza, Fifth Avenue atCentral Park South, NYCFT Innovative Lawyers Awards Dinner 16 October 2008 – London Prix Pictet Award Ceremony & Gala Dinner30 October 2008 – Palais des Tokyo, Paris

For more information about these events,visit www.ftconferences.com, or contactAliki Varsamides Telephone: +44 (0)20 7873 4109 Email: [email protected]

ft global outsourcing and offshoring conference main... · rick sturge, director of employer and...

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