2011 tools symposium 050311 · the iaop new york, new england, cloud computing and tools &...

The IAOP New York, New England, Cloud Computing and Tools & Technology Innovation chapters are hosting a Symposium where leading outsourcing customers, providers and advisors will share their experiences and best practices in the use of advanced tools and technologies to improve the value from outsourcing and/or shared services. Speakers will share how they’ve used these tools and technologies to positively impact the financial performance, service quality, capabilities delivered, risk/compliance and overall governance of their existing contracts/relationships. Industry leading outsourcing and shared service center tools providers will come together to demonstrate how their solutions can be put to work quickly and affordably to deliver enhanced business value to your organization. A half-day Tools Provider Workshop will follow the Symposium on May 25, enabling organizations to become intimately familiar with technologies available from these leading tools providers.

Who should attend? Attendees at this event will be outsourcing and shared service center professionals from customer, provider and advisor organizations who are responsible for building, implementing, advising and/or managing all types of outsourcing (ITO, BPO and KPO) and/or shared service center contracts/relationships. The symposium will be positioned to address the interests of a wide range of professionals interested in outsourcing and shared service centers such as:

• CIOs, COOs and CAOs• Chief information security officers (CISOs) including internal auditors & information security professionals• VPs, directors and managers of procurement and user departments involved in outsourcing/shared services• ITO, BPO, KPO and shared service center governance professionals• Sourcing advisors and consultants• Outsourcing service provider delivery executives, directors and managers• Outsourcing tools providers and developers• Investors and analysts interested in the rapidly emerging tools and technology market in outsourcing

Key BenefitsWhether you’re a customer or service provider of outsourcing and/or shared services, you’re being asked to deliver improved business outcomes across an increasingly complex and global portfolio of outsourced business processes and sourcing relationships. With over $13 trillion dollars of existing outsourcing contracts in force today and from 20 percent to 50 percent of C level executives’ spend with third party service firms or shared service centers, managing these relationships on Excel spreadsheets just doesn’t cut it anymore! This symposium will help you to:

• Understand the current market demand and requirements for advanced tools and technologies in the outsourcing and shared services industry,

• Understand how advanced tools and technologies can help improve the overall health and value derived from your existing outsourcing and/or shared service center relationship(s),

• Make informed decisions about leading-edge tools providers capable of assisting you and your organization,• Understand the future direction and likely business impact of rapidly advancing tools and technologies in the

outsourcing and shared service center industry.

Facts and Figures

• Location: Microsoft NYC Briefing Center, 1290 Avenue of the Americas – 6th Floor, +1.212.245.2100• Registration open to IAOP Members & Non-Members at no-charge• Maximum of 250 registrations accepted (IAOP Members have preferred registration)• Complimentary continental breakfast, coffee breaks, full lunch & networking reception on May 24 and

continental breakfast on May 25• Half-day workshops included on Wednesday morning, May 25 with leading tools and technology providers

enabling organizations to explore how these solutions can be used in their specific environment.• Sponsorships are available – contact Matt Shocklee at +1.415.694.2807, Julian Millstein at +1.646.258.0435,

Matt Karlyn at +1.617.502.3231 or Arijit Sengupta at +1.650.430.0355 to learn more about the event and sponsorships

NOTE: This event will NOT be broadcast via webinar – on-site attendance only.

The 2011 Outsourcing Tools & Technology Symposium – EastLeading Users and Providers of Advanced Tools and Technologies in Outsourcing to Share

Experiences and Best Practices During Event in New York City on May 24-25

American Express

Chapter Leadership

Sears Holdings

Morgan Stanley

Register at www.iaop.org/Tools_Symposium

Program: Tuesday, May 24Location: Microsoft NYC Briefing Center, 1290 Avenue of the Americas 6th Floor, +1.212.245.2100

8:00 – 8:30 am Complimentary Continental Breakfast

8:30 am – 9:15 am Welcome & Microsoft Kick-off Session “Outsourcing Accelerated – Service Delivery in the Age of Cloud Computing”

Brian Zeve, Managing Director, Professional Service Industry, Microsoft – Central Park Room

9:15 am – 10:05 am “The innovation Blind Spot: a Darwinian Crisis”Audrey MacLean, Professor, Stanford University – Central Park Room

10:05 am – 10:15 am Morning Coffee Break

10:15 am – 11:00 am User Case Studies – Breakout SessionsSpend Insight and Contract Compliance

Citigroup, Irfan Burney, SVPEnlighta, Nipun Sehgal, CEO

Panel DiscussionModerated by Foley & Lardner, LLP

Matt Karlyn, Attorney Panelists: Kari Murphy, Director of Sales & Marketing, Insigma

H engTian Software LtdAlex Kozlov, Director of Marketing, Compass America Inc.

Andy Lewkowicz, Vice President, RR Donnelley

11:00 am – 11:05 am Morning Coffee Break

11:05 am – 11:50 am User Case Studies – Breakout SessionsThe User Experience Aspect of

Enterprise Project Portfolio Management Systems

Velero Technology Kambiz Heydari, President

Optimizing the Outsourcing/Offshoring Process from an Intercultural

Management Perspectiveitim International

Jerry Vastano, Managing Director

Taking a Health Check of Outsourcing Relationships - The Kodak Case Study

Kodak, Inc. Teresa Harris, COP, Global Partner Mgr.Matt Shocklee, COP, President & CEO,

GSOS & IAOP Global Ambassador

11:50 am – 12:30 pm Complimentary Lunch Sponsored by Fujitsu America

12:30 pm – 1:10 pm “Tools and Accelerators to Help Lower the TCO for Technology Adoption”Nageswar Cherukupalli, Senior Engagement Manager, Information Management, Infosys – Central Park Room

1:10 pm – 1:50 pm Tools Provider Capability ReviewsBeyondCore Enlighta Blazent Sofware

10-15 Minute Highlights Of The Key Functionality & Differentiating Capabilities of Leading Tools Providers

1:50 pm – 2:00 pm Afternoon Coffee Break

2:00 pm – 2:40 pm “The Cloud Enabled Business”Saideep Raj, Senior Executive, Accenture – Central Park Room

2:40 pm – 3:25 pm User Case Studies – Breakout SessionsCan You Trust Your Service Provider? Solving the

Transparency and Governance Challenge! CSC & Blazent Software

Steve Sawtelle, Director of Global Asset Management Lou Salfi, VP Worldwide Sales, Blazent

Power Tools for Thorny Problems Cigna & Pillsbury Winthrop Shaw Pittman

Al Crew, Director Strategic Sourcing Robert Zahler, Partner & Doug Parker, Consulting Principal

3:25 pm – 3:35 pm Afternoon Coffee Break

3:35 pm – 4:15 pm Tools Provider Capability Reviews Global Sourcing Optimazation

Services (GSOS) Microsoft TPI

10-15 Minute Highlights Of The Key Functionality & Differentiating Capabilities of Leading Tools Providers

4:15 pm – 4:55 pm “Why BPO is Broken and How BPaaS Could Be The Solution”Arijit Sengupta, CEO, BeyondCore – Central Park Room

5:00 pm – 6:30 pm Networking Reception sponsored by Morrison & Foerster


8:00 – 8:30 am Complimentary Continental Breakfast

8:30 am – 9:45 am Workshop Orientation/Kick-Off - In Workshop Rooms

8:45 am – 10:15 am Tools Provider WorkshopsHow to Perform an Outsourcing

Relationship Health Check - Tools & Techniques

Global Sourcing Optimazation Services (GSOS)

Matt Shocklee, President and CEO

Implementing Supplier Governance Solutions Enlighta

Nipun Sehgal, CEO Mike Beals, COO, M-Core

IT Outsourcing Lessons Learned: What It Takes to Get What You’re Paying For

BlazentHoward Hastings, Sr. Director

Products & Marketing

10:15 am – 10:30 am Coffee Break

10:30 am – 12:00 pm Tools Provider WorkshopsToo Good to Be True? See for Yourself.

BeyondCoreArijit Sengupta, CEO, BeyondCore

An Emerging Approach to Facilitating Sourcing Management Through

Improved Data Mobilization TPI

Jeff Oxman, Director

Cloud Computing and Implications for the Outsourcing Industry

AISMicrosoft

Vishwas Lele, CTO, AIS Brian Zeve, General Manager,

Professional Service Industry, Microsoft

12:00 pm Symposium concludes

Program: Wednesday, May 25Location: Microsoft NYC Briefing Center, 1290 Avenue of the Americas 6th Floor, +1.212.245.2100

Additional Sponsors

Anchor Sponsors

Networking Reception Sponsor

Lanyard & Program Event Sponsor

Participating Sponsors

Sponsorships are available. Contact Matt Shocklee at +1.415.694.2807

Luncheon Sponsor

Tuesday, May 24Complimentary Continental Breakfast8:00 am - 8:30 am

Kick-off 8:30 am - 9:15 amOutsourcing Accelerated – Service Delivery in the Age of Cloud Computing Brian Zeve, Managing Director, Professional Service Industry, Microsoft

Cloud Computing growth continues to take hold and accelerate -- changing the way IT and Business Services are packaged, delivered and procured. By one estimate from Gartner, the worldwide market for IT services related to cloud computing and cloud services will quadruple by 2013 while web-based delivery of highly automated services will grow at roughly a 25% annual rate. The shift to Cloud based services will create both cost efficiencies and business benefits to IT and Business Service providers. We begin our discussion by outlining real world examples and experiences in Cloud services and business benefits.

Brian leads Microsoft’s industry efforts working with professional service firms including consulting firms, accounting, building service and law firms. Brian manages industry relationships, partnering, marketing initiatives, technology planning and solution development. He has a background in product development, marketing, management consulting and investment banking. At Microsoft, Brian has managed business development teams, international marketing programs and corporate growth-strategy development.

Keynote 9:15 am - 10:05 amThe innovation Blind Spot: a Darwinian CrisisAudrey MacLean, Professor, Stanford University

Even thought leaders can fail to understand the potential impact of new technologies. Professor MacLean will share examples of this innovation blind spot. Then, with the help of a panel of customer, provider and advisor executives, she will explore which breakthrough technologies are likely to transform the outsourcing ecosystem and how to navigate the evolution of the industry without being left behind.

Audrey LacLean is the lead professor for the Technology Venture Formation course in the Stanford Technology Venture Program (STVP) in the School of Engineering. She is also a contributor to the annual STVP roundtable of university leaders from top technical institutions nationwide. She has a unique track record for entrepreneurial success as a founder, CEO, seed investor, and board member. She has been on the Midas Touch list of top investors by Forbes and listed by BusinessWeek as one of the 50 most influential business women in America. MacLean was a founder of Network Equipment Technologies which went public in 1987 and later co-founded and was CEO of Adaptive which merged with NET in 1993.

Break-Out Session10:15 am - 11:00 amSpend Insight and Contract ComplianceIrfan Burney, SVP, CitigroupNipun Sehgal, CEO, Enlighta, Inc.

Presentation of key supplier governance challenges facing global enterprises such as Citi, and emergence of commercial solutions that have made it easier for supplier management to track contract compliance, identify saving opportunities and enable executive insight into performance and spend across service towers.

Irfan has more than 12 years of experience in “Global Strategic Sourcing/Outsourcing” Management and Governance. He has been involved in managing multi-100 million dollars global outsourcing engagements for Fortune 100 firms. Due to the shift in global demands and increasing complexities in outsourcing deals, Irfan is more focused and specialized in Outsourcing Management & Governance to bring

real economic success to firms’ strategic outsourcing initiatives.

Nipun Sehgal is the Co-Founder & CEO of Enlighta Inc, a leading provider of software solutions for supplier governance and services delivery management. Enlighta’s solutions have been deployed by global 2000 enterprises to simplify and streamline performance management, risk management, contracts compliance, relationship and financials management across strategic supplier relationships. Prior to Enlighta, Nipun was a senior executive at a financial services BPO services provider with operations in India and USA, and a senior executive at enterprise software technology companies in the bay area, responsible for the global research and development of DBMS products, and enterprise portal solutions. His core areas of expertise include high performance enterprise solutions, adaptable data models and business processes, and real-time analytics. At Enlighta and prior companies, Nipun has been involved with architecture, implementation and deployment of enterprise grade solutions for clients such as American Express, ADP, Intuit, Infosys, Wells Fargo, American Airlines, Wipro, Fleet Bank, France Telecom, London Clearing House, Chicago Stock Exchange, Capgemini, MCI, AT&T and Siemens. Nipun commenced his career at Tata Unisys and holds an M.S Computer Science from Santa Clara University, California. Nipun has presented at global sourcing conferences and technology conferences.


Break-Out Session10:15 am - 11:00 amPanel Discussion on Advanced Tools & TechnologiesModerated by Matthew Karlyn, Attorney, Foley & Lardner, LLPPanelists: Kari Murphy, Director of Sales & Marketing, Insigma H engTian Software LtdAlex Kozlov, Director of Marketing, Compass America Inc.Andy Lewkowicz, Vice President, RR Donnelley

Ma#hew A. Karlyn: Ma#hew A. Karlyn is a partner in the Informa8on Technology & Outsourcing Prac8ce Group in Foley

& Lardner’s Boston office. Ma# has represented companies in informa8on technology and outsourcing transac8ons for

his en8re career in both private prac8ce as well as in‐house for two soJware companies. A sought aJer writer and

speaker in the area of informa8on technology and the law, Ma# has published over 40 ar8cles, wri#en chapters in

several books, and given more than 50 presenta8ons on topics ranging from the latest developments in informa8on

technology to best prac8ces for draJing and nego8a8ng informa8on technology contracts. Ma# Chairs the New England Chapter and the Legal Process

Outsourcing Chapter of the Interna8onal Associa8on of Outsourcing Professionals, is a member of the Corporate Law Advisory Board for Stafford

Publishing, and for several years was on the Board of Directors of the Interna8onal Technology Law Associa8on. For the last two years, Ma# was named

a judge for the CIO‐100, an award program published by CIO magazine that recognizes organiza8ons around the world that exemplify the highest level

of opera8onal and strategic excellence in informa8on technology. In addi8on to his law degree, Ma# also earned a MBA from the University of Chicago

in economics and strategic management and regularly advises companies on the business aspects of IT including IT strategy, pricing strategies, RFP development,

governance and repor8ng structures and transi8on planning and implementa8on. In 2010, Ma# was selected for inclusion in the Massachuse#s Super Lawyers â€“

Rising Stars list, an honor given to the top 2.5% of Massachuse#s lawyers under the age of 40.

Alex Kozlov has more than 17 years of experience developing and implementing marketing communications plans and campaigns for firms in a variety of industries. His areas of expertise include public relations planning and execution, media relations, and message development. Alex works with Compass and TPI thought leaders and subject matter experts to develop white papers, webcasts, press articles, and website content on topics that include outsourcing, IT and business performance improvement and process management, governance, and contract negotiation strategies. Prior to entering the marketing field, Alex was a business journalist specializing in science and technology. He has written extensively on topics such as artificial intelligence, supercomputers, genetic engineering, astronomy, and mathematics, and his work has appeared in a number of national publications, including Newsweek, The New York Times, Omni, and Discover. Alex is a member of the Executive Committee of the New England Chapter of the IAOP.

Andy brings 25 years of sales and management experience to his role as Vice President of Business Development. He has spent over 18 years at RR Donnelley, where he led the Eastern Region of Donnelley Financial and was founder and President of their Healthcare Communications Solutions business unit. He has extensive experience in developing outsourcing solutions across Creative Communications, Finance and Accounting, Research and Analytics and Legal Process Outsourcing using service delivery locations in India, the Philippines, Eastern Europe and onshore. Andy holds an AB degree in Economics from Colgate University.

Break-Out Session11:05 am - 11:50 amThe User Experience Aspect of Enterprise Project Portfolio Management SystemsKambiz Heydari, President, Velero Technology

This session will examine how Enterprise Project Portfolio Management systems can help you to govern your engagements, identify and manage issues and risks in a cost effective manner and measure your service providers’ performance. Three case studies will be highlighted to describe the main charateristics of ePPM systems and why they should be used.

Case #1: Project Portfolio Analysis: Understand Project issues & Validating services providers claims.Case #2: How to Use Historical Data.Case #3: Client Dashboard - Improve communication with your business partners.

Kambiz Heydari is President of Velero Technology, provider of enterprise Project Portfolio Management software and services, which he founded in 2004. Mr. Heydari served as the Chief Technology Officer (CTO) of Pioneer Investments – Europe and head of global architecture from 2008 to 2011. Before joining Pioneer Investments, Mr. Heydari served as Vice President of Application Services at MFS, and Vice President and Technical Director of Asia Pacific & Latin America with State Street Corporation in Boston, MA.

Break-Out Session11:05 am - 11:50 amOptimizing the Outsourcing/Offshoring Process From an Intercultural Management PerspectivePernilla Roersoe, Managing Director, Senior Consultant, itim Denmark Jerry Vastano, Managing Director, Consultant/Trainer, itim USA

The speaking session identifies the most critical inter-cultural issues related to the outsourcing/off shoring process and identifies solutions to overcome these through the use of the 6-D Model©. The 6-D Model is based on the world-renowned work by Professor Geert Hofstede, who is considered the founding father of the Intercultural Management discipline (ICM). Geert Hofstede identified different cultural dimensions, which characterize national cultures and which help us understand intercultural issues in a globalized business world. The 6-D Model © specifically measures and addresses the differences between countries and offers solutions in relation to: Governance, Leadership

styles, Communication styles, Knowledge transfer/sharing styles, Performance management etc.

Pernilla Roersoe, since joining itim International in 2007, has focused on intercultural issues and management from a strategic and operational perspective and work with MNCs. In addition to intercultural issues in such areas as outsourcing, Pernilla also works in the field of organizational culture


and strategy. She is actively involved in advancing research and knowledge creation in itim International and she has developed the ‘itim Leading at Distance course’ (virtual management). Prior to joining itim International, Pernilla has worked for companies such as Kellogg’s and Scandinavian Airline Systems. During COP15, Pernilla Roersoe worked for the Ministry of Foreign Affairs of Denmark. Pernilla Roersoe holds a Master’s Degree in International Business Strategy from the Copenhagen Business School (CBS), Denmark. She has also studied at The Richard Ivey School of Business (UWO), Canada, Stanford University, USA and Aarhus University, Denmark. Pernilla is trilingual - English, Danish and Swedish, and she speaks some French and German.

Jerry Vastano is an Intercultural Management Consultant/Trainer certified by itim international (www.itim.org) and is based in Connecticut. He is also a Certified CQ (Cultural Intelligence) Facilitator. His accomplishments include designing and delivering a comprehensive learning program for a global telecommunications company, involving cross-cultural and change management and managing a global talent assessment program involving over 300 management/executive staff members. Having lived in Europe for nearly a decade, he has delivered programs and conducted business in 36 countries covering Europe, Asia, the Middle East and North America. Jerry is a graduate of Trinity College, Hartford (CT) and a member of various professional associations. He is currently on the Executive Board for the Association of Career Professionals International.

Break-Out Session11:05 am - 11:50 amTaking a Health Check of Outsourcing Relationships - The Kodak Case StudyTeresa Harris, COP, Global Partner Mgr. , Kodak, Inc. Matt Shocklee, COP, President & CEO, GSOS & IAOP Global Ambassador

Kodak will share their experience using the cloud-based Value Health Check Survey™ (VHCS) Tool. You’ll learn about the Sourcing Relationship Value Framework and how the implementation of it through the VHCS tool can assist in identifying opportunities to improve the overall health and business value in outsourcing or shared service center relationships. We’ll step through actual data/results from health checks and Kodak will share their insights, key learnings and initiatives undertaken as a result of their outsourcing relationship health check.

Teresa Harris manages compliance to the Master Services Agreements, as well as financial management and overall governance of outsourcing supplier contracts. Teresa has over 20 years of progressive experience providing business solutions to IT and BPO organizations in Global Sourcing Management, Project Management, and Operations.

Matt Shocklee is the President, CEO and Founder of Global Sourcing Optimizations Services (GSOS). GSOS assists outsourcing customers, providers and advisors optimize the value they obtain in their business relationships through the use of advanced management practices, tools and technologies. Matt has over 25 years of general management, business development and management consulting experience in the fields of information technology, outsourcing and shared services with global leaders such as IBM, CSC, Capgemini, and PwC. In addition to his role at GSOS, Matt is the Global Ambassador for the International Association of Outsourcing Professionals (IAOP). He is also the Chair of the IAOP’s Outsourcing Tools & Technology Innovation Chapter, Co-Chair of the IAOP Midwest Chapter and a Certified Outsourcing Professional (COP). In addition, Matt is an Editorial Advisor to Globalization Today Magazine, author of the Value Health Check Survey(VHCS) and frequent speaker at industry conference and events worldwide on the emerging management science of Sourcing Relationship Management. Matt is a graduate of Washington University in St. Louis.

Complimentary Luncheon 11:50 am - 12:30 pmSponsored by Fujitsu America

Keynote 12:30 pm - 1:10 pmTools and Accelerators to Help Lower the TCO for Technology AdoptionNageswar Cherukupalli, Senior Engagement Manager, Information Management, Infosys

Infosys has been a pioneer in leveraging tools and accelrators in helping customers adopt newer technologies. The session will discuss leveraging the same in not only reducing the TCO but also accelerating the adoption of these technologies.

Nageswar creates and executes Technology modernization solutions for leading organizations. He has executed several strategic engagements for companies in technology optimization, platform modernization, collaboration and Cloud computing solutions leveraging tools and accelerators. He has more than 18 years of experience in the IT industry and is a senior engagement manager of Systems Integration. He helps drive the strategy and go-to-market activities for technology optimization, Cloud computing and collaboration solutions.

Keynote 2:00 pm - 2:40 pmThe Cloud Enabled BusinessSaideep Raj, Senior Executive, Accenture

Business agility is the key ingredient to foster growth, innovation and competitive advantage. Cloud can lay the foundation for an agile business, but the IT organization must be aligned for new opportunities. Traditional organizational models will not support the required business agility required and the relationship between IT and the business must change or business will go elsewhere. In this session, learn the key steps an IT Department must complete to make cloud-enabled growth a reality.

Saideep Raj is a senior executive in Accenture’s Technology organization, based in Philadelphia. He leads Accenture’s global Software-as-a-Service (SaaS) and North America Cloud Computing practices, responsible for cloud services across functional domains and across technology platforms. Sandeep sponsors several strategic alliances with Cloud technology partners and coordinates research and development for SaaS within Accenture. He has advised many clients on cloud strategies from shaping roadmaps and architectures to get started, through to leading transformational change programs. Clients cut across multiple geographies and industries, including high-tech, healthcare, manufacturing, telecommunications and utilities. He received a Bachelor of Engineering from University College London.


Break-Out Session2:40 pm - 3:25 pmCan You Trust Your Service Provider? Solving the Transparency and Governance Challenge!Steve Sawtelle, Director of Global Asset Management, CSCLou Salfi, VP Worldwide Sales, Blazent

The session will describe how CSC is using emerging technology to improve the overall quality of their service in infrastructure outsourcing engagements. The speaker will provide customer examples and use cases focusing on key controls in operations, improving transformation timelines, providing transparency to the customer and having a platform to view and validate shared measurements.

Steve began his IT career in 1975 serving as a COBOL programmer for the United States Navy. In 1978, Steve joined General Dynamics where he held a variety of software development roles supporting various manufacturing operations. During this period, he managed a number of corporate-wide initiatives including development and implementation of a Software Development Lifecycle Methodology, a Software Testing Methodology and Software Coding Best Practices. In 1992, Steve joined CSC as Senior Manager of Software Development for special projects and technology assessment. Steve has been part of CSC’s Global Asset Management organization since 2005 where he currently serves as the Director of Asset Management Tools and Automation. In this role, Steve has been a champion of several strategic initiatives and solutions involving multi-source data reconciliation with the goal of improving asset data quality (timeliness, accuracy and completeness). Collectively these initiatives have improved CSC’s revenue recognition position by $25M+ over the past 6 years.

Lou combines a deep expertise in enterprise systems management, asset management and IT outsourcing with a unique ability to align products, offerings and business models to the changing needs of his customers. Since Blazent’s inception, Lou has been a principal contributor in sales, business development and marketing. Before joining Blazent, Lou was a key contributor at Vitria Technology where he successfully launched Latin American operations and Computer Associates, as a key contributor in the initial launch of the Unicenter TNG platform. Lou graduated with a BA from Stephen F. Austin State University in Texas.

Break-Out Session2:40 pm - 3:25 pmPower Tools for Thorny ProblemsAl Crew, Director, Strategic Sourcing, CIGNADoug Parker, Consuling Principal, Pillsbury Winthrop Shaw Pittman, LLPRober Zahler, Partner, Pillsbury Winthrop Shaw Pittman, LLP

This session looks at three specific tools used by Pillsbury Global Sourcing and its clients to aid the sourcing process. For each tool we describe those factors which caused the need for and development of the tool, those characteristics of the tool designed to address the identified issue or problem, and those outcomes or results from the tool that add value to the sourcing process. The three tools reviewed are: ValueChain, CostMarking and RetainedSolution.• ValueChain is designed to aid the scope identification and documentation process by disaggregating standard scope of work descriptions into separate statements about “what” needs to be done and “how” that work should be performed. The what portion reflects a standard set of IT processes (based on ITIL and other industry accepted standards) arrayed against a unique, client-specific span describing the client’s IT operations. The how portion focuses suppliers on the solutions they propose to use in delivering the services. • CostMarking is an alternative approach to benchmarking that can assess internal costs or supplier prices. Rather than using comparisons to a set of other transactions (which are by definition are both historical and based on unique solutions for client-specific circumstances), CostMarking disaggregates the components of a particular IT service into its parts and builds up a market-based charge that is based on

the underlying factors of production (people, facilities, power, hardware, software, third-party contracts, etc.) necessary to deliver the service. • RetainedSolution is an integrated set of tools designed to help clients “see” the significant change necessary within their retained operations to align with operations where a sourced relationship has been or will be implemented. RetainedSolution achieves this goal by using a bottoms-up approach of separating the retained processes from those that are sourced, defining the jobs that will be needed to perform the retained responsibilities (including those required to manage the retained operations and those that have been sourced), designing an organization structure that enables the new operation and developing the strategies/practices to manage all aspects of supplier relationships.

Al is a principal in the CIGNA BPO Center of Excellence, and advises CIGNA executives on the largest, most complex business transformation initiatives being undertaken across the enterprise. Since starting with CIGNA as a consultant early in 2010 and taking a directorship later in the year, Al has led projects for U.S. Healthcare, Human Resources, Finance and Accounting, Group Insurance, IT and Customer Service/Call Services. His focus is to enable the firm’s shift from a multi-line holding company to a single global operating company while at the same driving Opex reductions that can be reinvested to support rapid global growth. Al is an inaugural member of the HfS 25, an invitation-only thought leadership group of sourcing leaders from the largest U.S. corporations.

Doug is a consulting principal with Pillsbury’s Global Sourcing practice and is not an attorney. He has over 20 years experience providing strategic and operational consulting, and management services, for Fortune 500 firms. He has extensive experience in organizational change; business process reengineering; sourcing strategy and transaction development; and system selection and implementation. Throughout his career, he has either worked for or been engaged by industry-leading companies to design strategies to resolve operational delivery challenges, as well as radically reduce operating costs through various project-based initiatives. These efforts generally targeted reductions of 20-30% in operating expenses and are often conducted under his leadership with multi disciplined teams.

Robert has been practicing law for more than 35 years. He participates in a wide range of legal work at Pillsbury, with particular emphasis on sourcing, both information technology outsourcing and business process outsourcing. His work includes counseling and negotiating large-scale facilities management, information technology outsourcing and business process outsourcing arrangements (both onshore and offshore), the structuring of telecommunications and managed network services transactions, the development of systems integration and custom system contracts, the protection of intellectual property rights and the licensing of computer software. During the last five years, he has focused on restructuring and renegotiating existing transactions that required major revision due to the need for renewal or extension, changed business requirements, significant performance issues or the presence of material disagreements or disputes between the parties.


Keynote 4:15 pm - 4:55 pmWhy BPO Is Broken and How BPaaS Could Be the SolutionArijit Sengupta, CEO, BeyondCore, Inc.

New tools and technologies are revealing previously unknown opportunities and risks in Business Process Outsourcing (BPO). At the same time, Business Process as a Service (BPaaS) is a rapidly growing market that will soon hit 50 Billion according to Gartner. However, BPaaS risks becoming just a marketing spin on BPO. Arijit has been uniquely positioned to observe these two markets. In just the last year he has been granted seven patents related to BPO and BPaaS. This session will reveal key BPO inhibitors that most people do not know; as well as a model for successful BPaaS that could address these inhibitors.

Arijit Sengupta is the CEO of BeyondCore, the Chair of the IAOP Cloud Computing Chapter, the Co-Chair of the IAOP Outsourcing Tools and Technology Innovation Chapter and the IAOP Ambassador for India. BeyondCore recently won the Most Innovative Company award at the Up 2010 Cloud Computing conference. Arijit has guest lectured at Stanford and other universities on globalization and outsourcing; spoken at conferences in a dozen countries; and was written about in The World Is Flat release 3.0, the New York Times, San Jose Mercury News, and other leading publications. Arijit held leadership positions at several eBusiness initiatives and previously worked at Oracle, Microsoft, and Yankee Group. He has been granted multiple patents in the domains of Business Process as a Service and business process improvement. Arijit holds an MBA with Distinction from the Harvard Business School and Bachelor degrees with Distinction in Computer Science and Economics from Stanford University.

Networking Reception 5:00 pm - 6:30 pmSponsored by Morrison & Foerster

Wednesday, May 25Complimentary Continental Breakfast8:00 am - 8:30 am

Workshop Orientation/Kick-Off - In Workshop Rooms8:30 am - 8:45 am

Tools Provider Workshop How to Perform an Outsourcing Relationship Health Check - Tools & Techniques8:45 am - 10:15 amGlobal Sourcing Optimizaton Services (GSOS) Matt Shocklee, COP, President & CEO, GSOS & IAOP Global Ambassador

This workshop will assist attendees in identifying if their outsourcing relationships are candidates for a “health check” and if so, how to quickly, effectively and affordably conduct a relationship health check using the Value Health Check Survey (VHCS). Attendees will follow the end-to-end process including “how to insructiions” on conducting debriefings between participating customers and service providers. During the session, we’ll share overall trends in data analysis from participating customers and service providers including key learnings and best practices.

Matt Shocklee is the President, CEO and Founder of Global Sourcing Optimizations Services (GSOS). GSOS assists outsourcing customers, providers and advisors optimize the value they obtain in their business relationships through the use of advanced management practices, tools and technologies. Matt has over 25 years of general management, business development and management consulting experience in the fields of information technology, outsourcing and shared services with global leaders such as IBM, CSC, Capgemini, and PwC. In addition to his role at GSOS, Matt is the Global Ambassador for the International Association of Outsourcing Professionals (IAOP). He is also the Chair of the IAOP’s Outsourcing Tools & Technology Innovation Chapter, Co-Chair of the IAOP Midwest Chapter and a Certified Outsourcing Professional (COP). In addition, Matt is an Editorial Advisor to Globalization Today Magazine, author of the Value Health Check SurveyTM (VHCS) and frequent speaker at industry conference and events worldwide on the emerging management science of Sourcing Relationship Management. Matt is a graduate of Washington University in St. Louis.


Tools Provider Workshop Implementing Supplier Governance Solutions8:45 am - 10:15 amEnlighta Nipun Sehgal, CEO, Enlighta, Inc.Mike Beals, COO, M-Core

This workshop will provide an actionable roadmap and pointers to sourcing executives / VMO that may be exploring use of supplier governance solutions to streamline governance processes for performance, risk and financials management and insight for decision support for key stakeholders and executives. The session will cover pre-requisites to consider prior to implementing a governance solution, criteria to evaluate and select outsourcing governance solutions, structure, roles and responsibilities, implementation plans and phasing solution deployments, SaaS versus internal deployment, success criteria, best-practices, practical considerations, and more.

Nipun Sehgal is the Co-Founder & CEO of Enlighta Inc, a leading provider of software solutions for supplier governance and services delivery management. Prior to Enlighta, Nipun was a senior executive at a financial services BPO services provider with operations in India and USA, and a senior executive at enterprise software technology companies in the bay area, responsible for the global research and development of DBMS products, and enterprise portal solutions. His core areas of expertise include high performance enterprise solutions, adaptable data models and business processes, and real-time analytics. At Enlighta and prior companies, Nipun has been involved with architecture, implementation and deployment of enterprise grade solutions for clients such as American Express, ADP, Intuit, Infosys, Wells Fargo, American Airlines, Wipro, Fleet Bank, France Telecom, London Clearing House, Chicago Stock Exchange, Capgemini, MCI, AT&T and Siemens. Nipun commenced his career at Tata Unisys and holds an M.S Computer Science from Santa Clara University, California. Nipun has presented at global sourcing conferences and technology conferences.

Mike Beals is the Chief Operating Officer of M-Core, responsible for the day-to-day management of the company. M-Core is a services firm focused on the optimization of large corporate telecom mobility environments. A key component in the delivery of services is the underlying data platform. Previously he was Vice President, Software at EquaSiis, EquaTerra’s wholly-owned software company. His responsibilities included designing and managing EquaSiis Enterprise, a comprehensive business intelligence solution for governing outsourcing and shared services environments. He previously served as the initial Managing Director of EquaTerra’s governance practice which grew rapidly during his 4 years in the role.

Tools Provider Workshop IT Outsourcing Lessons Learned: What It Takes to Get What You’re Paying For8:45 am - 10:15 amBlazent Howard Hastings, Sr. Director Products & Marketing, Blazent

This interactive workshop will focus on how crucial the baseline inventory is to overall outsourcing success, how to identify gaps in delivered operational processes, and why two-way transparency is absolutely required to attain contracted levels of service, as well as maintaining a healthy customer-provider relationship. During the session, we’ll share benchmarks compiled from more than 70 Outsourcing contracts and a list of key measurements that should be monitored as a best practice in any infrastructure outsourcing engagement.

In his role leading Blazent’s product strategy, Howard leverages his extensive background with bringing complex software solutions to market. His deep understanding of analytical models and supporting data processing techniques complements his ability to solve practical business problems by applying technology. A proven industry leader, Howard represents Blazent in a wide range of IT community initiatives, conferences, and publications. Before joining Blazent, Howard was CA Technologies’ IT Asset Management Evangelist, co-chair of the DMTF Software License Management “incubator”, board chairman of Tagvault.org, and member of the GSA Software Identification Working Group. Howard has held leadership positions with EDS, Comdisco Managed Services, ReliaStar Financial (ING), and Remedy Corporation. He is an IAITAM Fellow, who was awarded the Software Asset Management Practitioner of the Year in 2007.

Tools Provider Workshop Too Good to Be True? See for Yourself.10:30 am - 12:00 pmBeyondCore Arijit Sengupta, CEO, BeyondCore, Inc.

BeyondCore claims that its patented SaaS Advanced Analytics solution delivers in hours the quality benefits that Six Sigma delivers in months. Sounds too good to be true? See for yourself in this hands on session. You will get to put the BeyondCore software through its paces, ask detailed questions about how it works, and explore the BeyondCore case studies in detail. First person to stump the software wins an iPad2.

Arijit Sengupta is the CEO of BeyondCore, the Chair of the IAOP Cloud Computing Chapter, the Co-Chair of the IAOP Outsourcing Tools and Technology Innovation Chapter and the IAOP Ambassador for India. BeyondCore recently won the Most Innovative Company award at the Up 2010 Cloud Computing conference. Arijit has guest lectured at Stanford and other universities on globalization and outsourcing; spoken at conferences in a dozen countries; and was written about in The World Is Flat release 3.0, the New York Times, San Jose Mercury News, and other leading publications. Arijit held leadership positions at several eBusiness initiatives and previously worked at Oracle, Microsoft, and Yankee Group. He has been granted multiple patents in the domains of Business Process as a Service and business process improvement. Arijit holds an MBA with Distinction from the Harvard Business School and Bachelor degrees with Distinction in Computer Science and Economics from Stanford University.


Tools Provider Workshop An Emerging Approach to Facilitating Sourcing Management Through Improved Data Mobilization10:30 am - 12:00 pmTPI Jeff Oxman, Director, TPI

Attendees will learn about the range of business challenges inherent with multi-sourcing environments and how properly disciplined management of cross-vendor invoices, service delivery, customer satisfaction, and contract documentation using tools and technology can help in preventing loss of contract value.

Specific topics addressed will include: • How different nomenclatures, reporting tools, etc., contribute to management complexity in multi-sourcing arrangements • How client organizations can assume ownership of key service provider data, and manage it in a way that allows for flexible and accurate cross-provider reporting and comparison of performance • Effective technology tools that streamline this management approach • Opportunities and pitfalls in considering various technology solutions available in this space.

Jeff Oxman brings international consulting and corporate experience in business process improvement to TPI’s clients. He has consulted with global executives in diverse industries on financial, operational, and human resource challenges. Jeff’s expertise includes process re-engineering, performance measurement and management (including design and implementation of business performance monitoring systems), and strategic compensation design aligning pay with strategy to sharply improve employee engagement. TPI, an Information Services Group company, is the founder and innovator of the sourcing advisory industry, is the largest sourcing data and advisory firm in the world, and was ranked #1 in IAOP’s 2010 World’s Best Outsourcing Advisors program

Tools Provider WorkshopCloud Computing and Implications for the Outsourcing Industry10:30 am - 12:00 pmMicrosoft Vishwas Lele, CTO, AIS Brian Zeve, Managing Director, Professional Service Industry, Microsoft

Join Microsoft and Microsoft’s partner AIS for a discussion on Cloud Computing. At this session we’ll discuss: Cloud Computing overall; Private vs. Public Clouds; IaaS, PaaS, SaaS and Implications for enterprises today. We’ll discuss ways that firms can leverage the Cloud to create internal efficiencies and discuss case study examples.

Vishwas Lele is an AIS Chief Technology Officer and is responsible for the company vision and execution of creating business solutions using .NET technologies. Vishwas brings close to 20 years of experience and thought leadership to his position. A noted industry speaker and author, Vishwas is the Microsoft Regional Director<http://microsoftregionaldirectors.com/profile.aspx?rd=1241> for the Washington, D.C. area. Additionally, Vishwas has received an MVP (Most Valuable Professional) for Solution Architecture. During the last three years, Vishwas has focused on cloud computing, helping customers adopt cloud computing in an incremental manner. Prior to joining AIS, Vishwas worked for Tata Unisys and Microstrategy. Vishwas received his Bachelors degree in Electronics Engineering from Nagpur University in India and his Masters degree in Computer Science from Johns Hopkins University.

Brian leads Microsoft’s industry efforts working with professional service firms including consulting firms, accounting, building service and law firms. Brian manages industry relationships, partnering, marketing initiatives, technology planning and solution development. He has a background in product development, marketing, management consulting and investment banking. At Microsoft, Brian has managed business development teams, international marketing programs and corporate growth-strategy development.


2011 tools symposium 050311 · the iaop new york, new england, cloud computing and tools &...

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