1. Global Standard-Setting Organization and Advocate for the Outsourcing Profession Serge Librot, COP, Co-Chair Brussels International Chapter

2. www.IAOP.org ● ABOUT IAOP „At IAOP, we believe that the best way to improve outsourcing outcomes is to tap the collective knowledge and insights of its practitioners — the global community of outsourcing professionals. Wherever they are and whether they work at customer, provider or advisory organizations, these professionals share a common desire to achieve great business outcomes and to do so at the lowest possible cost and risk.“

3. www.IAOP.org ● ABOUT IAOP With a global community of more than 120,000 members and affiliates worldwide, IAOP is the leading professional association for organizations and individuals involved in transforming the world of business through outsourcing, offshoring and shared services. Our client-side members are, on average, responsible for $60 million per year of outsourcing spending with some overseeing outsourcing programs in the billions of dollars (or Euros).

4. www.IAOP.org ● ABOUT IAOP 85% of IAOP members credit IAOP for improved outsourcing outcomes at their organizations and 93% of IAOP’s Certified Outsourcing Professionals® (COPs) say that the designation has had a positive impact on their careers.

5. www.IAOP.org What does the Brussels International Chapter stand for? Generating Value with Sourcing Respects that every organization is unique with its specific needs and goals Taps the collective knowledge and insights of its practitioners Provides you with a holistic view on sourcing

6. www.IAOP.org Holistic perspective: a 360° view on various hard and soft aspects of sourcing Human (emotional) aspects and consequences of sourcing Role of unions Search for talent, skills, innovation Choice of near shore, off shore sourcing, multi sourcing Trends in sourcing strategies following cultural, political, economic, social, technological changes in society Opportunities for developing countries Considers the complexity of Europe and the Belgian compromise culture Brussels International Chapter

7. www.IAOP.org Sourcing comprises all activities necessary to search for, locate, procure and manage “resources” anywhere in the world at a “reasonable price” Services Talent Knowledge Materials Sustainable competitive advantage complexity Brussels International Chapter

8. www.IAOP.org Sourcing for expertise needed in a short time frame + Sourcing for resources that are likely to result in innovation The life cycle of products, services and applications is getting shorter. The customer prefers new things over improved things. The need for specific expertise is very volatile. We need this skill and we need it NOW. challenge Brussels International Chapter

9. www.IAOP.org

10. 2013 Outsourcing World Summit – audience

11. WORLD SUMMIT TRACKS

12. .

13. ARE YOU SECURE?

14. Is Security one of the Top 5 priorities in 2013? Provider view

15. Which of the following entities has acknowledged that it was hacked?

16. Was tour organization victim of a data breach or lost in the last 12 months?

17. Given your organization’s technology priorities what do you believe are your highest security exposues?

18. SOME EXTRACTS

19. Creating Value in an Era of Uncertainty Reinventing customer relationships, Employee Engagement and Process Excellence

20. Creating Value in an Era of Uncertainty

21. IAOP survey of 2012 outsourcing customers, providers, and advisors The three communities agree that innovation is best defined as anything that improves the customer’s performance, regardless of its novelty. Realizing there is a different and better way of doing something, and combining this with the ability to deliver

22. 2013 Outsourcing World Summit – audience pool How much innovation do customer expect from their provider?

23. Do customers contribute to innovation efforts? Customer view Provider view

24. Are Customer willing to pay a premium for innovation? Customer view Provider view

25. What is the MOST effective innovation incentive?

26. Asking the Right Question Clients who ask their service providers, “Where’s all the innovation you promised me?” are asking the wrong question. Our latest research finds that clients who ask: “How can we work together to deliver innovation?” get much better results.

27. www.IAOP.org New (something new or a novel (unique) idea) Theme 1: Improvement (making a product, service or technology better) Theme 2: Change (replacing what presently exists with something better) Theme 3: Diversity in what defines Innovation

28. www.IAOP.org

30. Creating Value in an Era of Uncertainty

31. What’s the top reason for outsourcing?

32. In your company is outsourcing practice recognized as a profession?

33. Creating Value in an Era of Uncertainty

34. Process and tools Knowledge management remains a major challenge for most provider professionals – 63% of respondents in 2013 while 72% identified it as a challenge in 2008 85% of respondents identified use of “spreadsheet” as their primary tool for managing outsourcing 80% of customers who use a tool (other than spreadsheet) developed a customized tool in-house 90% of providers identified “email” and “project management” as their primary tool for managing outsourcing projects Both customer and provider respondents are dissatisfied with the availability and use of tools for managing outsourcing engagements

35. Improvement Methodologies

36. IAOP EVENTS AND MEMBERSHIP

37. ● CONFERENCES AND EVENTS The 2013 Latin America Outsourcing Summit InterContinental Hotel San Jose, Costa Rica December 3-5, 2013 The 2013 Europe Week (June 3-7) London Brussels : June 4th Zurich Copenhagen St Petersburg The 2014 Outsourcing World Summit® February 17-19, 2014 – Disney’s Contemporary Resort Lake Buena Vista, Florida

38. www.IAOP.org ● UPCOMING CHAPTER MEETINGS March 2013 March 12 – Eastern Europe Chapter meeting March 14 – Sales & Marketing Chapter webinar March 18 – Brussels Chapter webinar March 21 – Minnesota Chapter meeting April 2013 April 18 – Chicago & Governance Chapter meeting/webinar April 30 – Midwest Chapter meeting May 2013 May 3 – Brussels Chapter meeting IAOP Professional Members may attend an unlimited number of chapter meetings. Associate Members may attend up to two chapter meetings as IAOP’s guest. Go to the chapters’ page at www.IAOP.org/chapters for meeting details and to register.www.IAOP.org/chapters

39. www.IAOP.org ● TRAINING & CERTIFICATION COP Master Classes (*& Governance Workshop) March 25-28, 2013 – Chapel Hill, NC – USA - Governance only workshop offered March 28 April 22-24, 2013 - Netherlands June 24-27, 2013 – Toronto, ON Canada - Governance only workshop offered June 27 September 16-19, 2013 – Denver, CO –USA – Governance only workshop offered Sept 19 November 4-6, 2013 - Netherlands www.IAOP.org

40. ● AWARDS PROGRAMS The Global Outsourcing 100 - ranks the top 100 outsourcing service providers and the top 20 Advisory firms globally. GEO - honors outsourcing professional teams at customer organizations that are leading the effort to better serve their organization’s customers and make their companies more successful through outsourcing. The Outsourcing Hall of Fame - one of the most prestigious outsourcing awards, it recognizes individuals for their contributions to the management practice and industry and their contributions to society at-large.. The nomination and application processes are outlined on our website & Winners are announced at The Outsourcing World Summit! The nomination and application processes are outlined on our website & Winners are announced at The Outsourcing World Summit!

41. TypeSuitable forBenefits Customer Corporate Member OrganizationsResearch, training, certification, networking Provider/Advisor Corporate Member OrganizationsSame as above + sponsorship opportunities Professional Member Individual practitioners Research, training, certification, networking Student MemberCollege or University Research, training, certification, networking ● Types of MEMBERSHIPS

42. www.IAOP.org ● MEMBER SERVICES Global Chapter Network – Through its 50+ active and expansive chapters, IAOP members share their expertise and find knowledge on best practices for specific industry segments, topics and geographic areas. Conferences & Events – IAOP hosts the world’s best-known and most highly-respected executive conferences on the topic of outsourcing, including The Outsourcing World Summit®. Outsourcing Professional Family of Certifications (OPCF) – IAOP’s trainings and certifications are the industry’s de facto. Pulse – The official publication of IAOP features in-depth coverage of the industry, issues, trends, geographies and vertical sectors and functions; thought leadership and case studies, probing Q&As, C-level interviews and profiles.

43. www.IAOP.org ● MEMBER SERVICES IAOP’s Knowledge Center – This online repository houses more than 1,000 articles, including chapter meeting presentations, conference proceedings, industry whitepapers, research articles and more. Value Health Check Survey – This web-based diagnostic tool provides outsourcing customers and service providers with rapid insights to realizing outsourcing value. BestOutsourcingJobs.com – Companies seeking the best talent for outsourcing jobs, as well as professionals looking for employment opportunities, will benefit from this IAOP member service. GlobalSupplyRiskMonitor.com – This web-based product enables clients to monitor, predict and manage the various risks in their service supply chain across countries, cities and suppliers, in real time.

44. THANK YOU FOR JOINING US! For more information on IAOP’s Programs and Services, email info@iaop.org. Serge Librot, COP, Co-Chair Brussels International Chapter  Serge.librot@liv-it.eu

45. www.IAOP.org Be part of the first and only global, professional membership-based organization to establish standards for customers, providers and advisors of outsourced service. As one IAOP Corporate Member put it: “It’s a tremendous one-stop shop for all things outsourcing!” Go to https://www.IAOP.org/PMregistration and join today! When asked for an “offer code,” please enter: IAOP-PM-0515. SPECIAL OFFER FOR ATTENDEES! Become an IAOP Professional Member at 20% off the Regular Fee of $345/Year ($276/Year Net Fee)

46. BACKUP SLIDES

47. Strategy for Sourcing 2.0: A Lincoln Financial Group Case Study Real Estate Outsourcing - Sized, Trends, Actions Is Outsourcing IT an Option for Your Government? From Black-Box IT to Co-Managed IT – Accelerate Business Value

48. Trends in Smarter Customer Interactions Co-Sourcing and Captive Hybrids – A New Model for GBS? Results of IAOP’s Innovation Study Enabling Innovation Through Outsourcing – A Case Study in PES Outsourcing

49. Maturity in Outsourcing: Models to Tackle the New Normal The Next Level of Business Excellence How Will Cloud Impact Sourcing Developing your Organization’s Outsourcing Strategy Big Data - Bridging the Insight Gap

50. Market Data & Governance Innovative Dispute Resolution Strategies to Address Contract Disputes All the Change in the World: BCBSNC Outsources IT Infrastructure and Changes Everything about how their Organization Works with IT Exiting the Outsourcing Relationship - Anatomy of a Breakup Contracting for Change: Taking on One of Outsourcing’s Major Conundrums

51. One City’s Testament to How Rural Sourcing has had an Impact on their Community Understanding CSR in Outsourcing

52. P&G Commercial Services: Bringing Outsourcing to the Front Office Is Outsourcing Dead? The Front End of the Next Big Thing Software Engineering and Outsourcing Maximizing Value in Multi-Country Sourcing Advancing Your Customer Care Model Through Insourced/Outsourced Shared Services How Onshore Delivery Can Help Enterprises Rebalance Their IT Sourcing Portfolios Assessing Sourcing Operational Effectiveness and Maturity

53. IT Vendor Consolidation Creating a Win-Win with your IT Outsourcing Contracts Continuous Improvement & Innovation in Contracts & Relationships Integrating Strategic BPO and ITO: A New Challenge for the CIO Outsourcing, Modularity, and the Theory of the Firm Unlocking the Value of Outsourcing: A Global Economists View Managing Global Relationships Cross Culturally: the Do’s and Don’ts