2012 IAOP World Summit overview Sonja McKeddie

Overview Annual summit Brings a global community of outsourcing professionals together for an event of knowledge- sharing, networking, personal and business development. ~800 attendee’s from corporations across the globe. Good mix of customers, advisors, and service providers. Program covers key note addresses, strategy sessions, with specific streams covering: –Customer experiences –Outsourcing tools and technologies –Management science of outsourcing –Transition and governance –Outsourcing horizon (current trends) –Globalisation –The future of outsourcing

Key Notes & Strategy Sessions Innovative business thinking and creating lasting behavioural change Challenged the attendees around our thinking on “innovation.” Peter Shehean Maturity of outsourcing Are we at the point where we specifically hire “outsourcing professionals?” London School of Economics – study, “Mastering high performance BPO” Jag Dalal & Panel Corporate social responsibility Tangible way that coporations can follow through on this mission statement “Impact Sourcing” intitiatives highlighted by organisations such as World bank, Accenture, and Rockefeller Foundation. CSR....as per my observations only!

Key Notes & Strategy Sessions Scott Singer from Rio Tinto – BPO beyond the transaction! Customer Experience Governance models are evolving Answer the question – what is the ROI? When supplier management beomes a core competency Enterprise wide ‘Centre of excellence” Transition & Governance Concept of governance tools “in the cloud” Still lots of questions. Concerns on security. Still debate over definitions. Challenge is to integrate multiple service providers into your governance eco system”. Outsourcing tools & technology....as per my observations only! Study from the London School of Economics – highlighted the key differentiator for “Good” engagements is people leadership and their creation of constructive relationships Adopt a partnership approach Look beyond cost-cutting Management science of outsourcing

Questions?