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Global Business Outsourcing,2009 by deo14768

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									      EXECUTIVE INSIGHTS • NETWORKING • BUSINESS DEVELOPMENT

                                                                   OFFICIAL PROGRAM
 Produced by
                                                The 2009
                                                Asia-Pacific Outsourcing Summit
                                                Part of The Outsourcing World Summit® Conference Series
                                                12-13 May 2009 • Kuala Lumpur, Malaysia • Kuala Lumpur Convention Centre


Supported by:                      Hosted by:                                            Host Partner:




  Outsourcing 2009: Asia’s Role                                 TWO EDUCATIONAL TRACKS address the
                                                                hottest topics in the world of outsourcing and what you
   in the NEW Global Economy                                    need to know now to achieve success!

                                                                                             • Outsourcing to Asia
 The 2009 Asia-Pacific Outsourcing Summit
                                                                                             • Outsourcing in Asia
  brings together customers, providers and
 advisors from across the region and around
   the world who are seeking real business
    results through strategic outsourcing.


                                                              LEARN FROM WORLD-RENOWNED SPEAKERS
                                                              AND TOP PRACTITIONERS
                                                                         Marty Chuck, COP, Founder, The CXOs LLC and
                                                                         former CIO at Electronic Arts, Inc. & Agilent
                                                                         Technologies gives you a look inside the mind
                                                                         of an outsourcing-savvy CIO

                                                                         Beverley Honig, CEO, Honeylight Enterprises
                                                                         Pty. Ltd. and global business development
                                                                         expert shares her vision for the future of
                                                                         outsourcing in a cross-cultural business world

                                                                         Danny Ertel, COP, Partner, Vantage Partners
                                                                         and author and business visionary shows how
                                                                         to overcome the hurdles of value creation in
                           COP Designation                               global relationships
                             Earn 6 Points
                          COP Recertification                            Michael F. Corbett, Chairman, IAOP and
                            Earn 12 CEHs
                                                                         one of the world’s best-known outsourcing
    Build your credentials by earning points toward the                  experts explains the new strategies for
  globally-recognized Certified Outsourcing Professional™                outsourcing success in today’s remapped
                    (COP) designation.
                   See back cover for details
                                                                         global economy




  
WELCOME                                                                                                                              2




                                                              TABLE OF CONTENTS
                                                              Summit Faculty ....................................................3
                                                              Conference At-A-Glance ................................... 4
                                                              Keynote Speakers & Topics .............................. 5
                                                              Educational Track Sessions .............................. 7
                                                              Networking & Social Events ..........................0
                                                              Summit Sponsors .............................................



A Must-Attend Event for Companies                            Introducing The 2009 Asia-Pacific
Doing Business in Asia                                       Outsourcing Summit
The International Association of Outsourcing                 The 2009 Asia-Pacific Outsourcing Summit, being held
Professionals™ (IAOP™) Is pleased to be presenting its       2-3 May 2009 in Kuala Lumpur, Malaysia, in association
first-ever Asia-Pacific event, and to be doing so with       with Outsourcing Malaysia and PIKOM, the association
the support and encouragement of the Malaysian               representing the information and communications
government and its leading economic development              technology (ICT) industry in Malaysia, brings the world’s top
and professional organizations. Although Malaysia is         outsourcing practitioners and business leaders together for a
our host location, the entire Asia-Pacific region is our     one-of-a-kind annual gathering to explore and set the future
focus.                                                       of outsourcing in Asia.

Why? Because Asia, including Southeast Asia, India and       Outsourcing 2009: Asia’s Role in the NEW
China, has emerged as the world’s backoffice. From
manufacturing to call centers to technology services
                                                             Global Economy
and knowledge-based work, companies around the
                                                             Presented by the International Association of Outsourcing
world are leveraging the skills, infrastructure and talent
                                                             Professionals (IAOP), this must-attend event is part
of the region. In fact, 6 of the top 20 companies on
                                                             of the world-renowned Outsourcing World Summit®
IAOP’s 2009 Global Outsourcing 100™ call Asia home.
                                                             Conference Series. Designed to meet the business and
                                                             educational needs of outsourcing professionals, with
Just as important, outsourcing is critical to the success
                                                             a real understanding of the differences in creating and
of companies located in this part of the world. Whether
                                                             implementing outsourcing strategy in the Asia-Pacific
you’re talking about Japanese banks with operations
                                                             region, this event will ensure you are ahead wherever the
in Dalian or the outsourced operations of Asia’s world-
                                                             outsourcing market goes. This is a unique opportunity to
leading airline, Asian firms can no more succeed
                                                             learn the best outsourcing practices from both global and
without outsourcing then can their competitors from
                                                             regional points of view, and for customers and providers of
the U.S. and Europe.
                                                             outsourcing services to make powerful connections.
Finally, there is a lot for everyone to learn from the
groundbreaking approaches being pioneered in Asia
— ideas that would only come from companies with a
different heritage and culture.

IAOP is excited to be able to gather our speakers,
delegates and sponsors to beautiful Kuala Lumpur and
to be able to share insights not available anywhere else.



Michael F. Corbett
Chairman, IAOP
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                                                                                                      SUMMIT FACULTY
                                                                                 Mark Boyle
Hear Practical Guidance for Facing                                               Managing Director
                                                                                 Outsourcing APAC
Today’s Unprecedented Challenges                                                 Accenture
                                                                                 Matthew A. Considine
              Michael F. Corbett, Chairman, IAOP                                 Vice President of Strategic
              Michael Corbett is one of the best known experts in the field of
                                                                                 Operations
              outsourcing.
                                                                                 athenahealth, Inc.
                                                                                 Colin Evans
                                                                                 Managing Director
David Wong, Chairman, Outsourcing Malaysia and                                   Multi-ed Australia Pty Ltd
PIKOM                                                                            Charles Fan
David Wong Nan Fay has over 22 years of experience in the                        Chief Executive Officer
information technology and logistic industry.
                                                                                 OPUS IT Services
                                                                                 Walter Fang
              Marty Chuck, COP, Founder, The CXOs LLC                            VP, Neusoft Corporation
              Marty Chuck is a business-savvy executive with 24 years of         President, Neusoft America
              global experience in multiple high technology markets. He has      Inc.
              broad business leadership expertise, and is an award-winning
                                                                                 Sandeep Kulkarni
              transformation leader.
                                                                                 Senior Product Manager for
                                                                                 Global Sourcing Operations
Danny Ertel, COP, Partner, Vantage Partners                                      Symantec
Danny Ertel is a leading authority on negotiation, relationship                  Dr. Philip Hadcroft
management and conflict management. He focuses on helping
                                                                                 General Manager – Strategy
buyers and providers improve the way they negotiate and
manage complex outsourcing arrangements.                                         & International Development
                                                                                 Salmat BusinessForce
                                                                                 Francis Meganathan
              Beverley Honig, CEO, Honeylight Enterprises Pty Ltd                Managing Director
              Beverley Honig is well known in industry circles as a strategic
                                                                                 Cuscapi Outsourcing Sdn
              manager and business developer, and an internationally qualified
              commercial lawyer known for opening new markets for global         Bhd
              companies.                                                         Aman Mustafa
                                                                                 Director of IT, Offshore
                                                                                 ACS India
Rob Cayzer, Director, Marketing and Business
Development, MDeC Malaysia                                                       Eus Pontenagel, COP
Rob Cayzer is founder of MSC Malaysia’s SSO and founding                         International Business
co-chairman of Outsourcing Malaysia. He has worked in ICT,                       Development
outsourcing, communications and digital media for over 2 years.                 Quint Wellington Redwood
                                                                                 Zia Qureshi, COP
              Leila Chirayath Janah, Founder and CEO, Samasource                 Chief Executive and Chairman
              Leila Chirayath Janah is the Bay Area-based founder of a social    Business Catalyst
              enterprise called Samasource, which creates jobs in low-income     International
              countries by connecting small service businesses with a global
              client base.                                                       Mritunjay Singh
                                                                                 Associate Vice President
                                                                                 Infosys Technologies Limited
Eric Rongley, CEO, Bleum Incorporated                                            Bobby Varanasi, COP
Eric Rongley sets the strategic direction for Bleum and has over                 Chief Executive Officer
two decades of experience building high performance software                     Matryzel Consulting
centers in both India and China.
                                                                                 Andy Yau
                                                                                 Chief Executive Officer
              Ravi Sundararajan, Senior Director of Global Solutions,            Kompakar CRC Sdn Bhd
              Symantec                                                           Sidney Yuen, COP
              Ravi Sundararajan is an experienced outsourcing professional       Head of Asia-Pacific
              with 8 years of experience in product and business
                                                                                 Consulting Services
              development and marketing.
                                                                                 Convergys Corporation
3
CONFERENCE AT-A-GLANCE                                                                                                                                                  4



Monday, 11 May
7:30 am – :00 pm              Golf Outing (additional fee applies)
6:30 pm – 9:00 pm              Welcome Cocktail Reception for Speakers and Corporate Members


Tuesday, 12 May
7:30 am                        Conference Registration Begins
9:00 am – 9:30 am              Welcome and Opening Comments
                               Michael F. Corbett, Chairman, IAOP and David Wong, Chairman, Outsourcing Malaysia and PIKOM
9:30 am – 0:30 am             The Power of Outsourcing: Leadership Lessons from One of the World’s Top IT Executives
                               Marty Chuck, COP, Founder, The CXOs LLC
0:30 am – : 00 am           Refreshment Break in the Exhibition Forum
:00 am – :45 am            Surviving the Economic Crisis through Sound Outsourcing Principles
                               Francis Meganathan, Managing Director, Cuscapi Outsourcing Sdn Bhd
:45 am – 2:30 pm            Outsourcing and the New Global Economy
                               Michael F. Corbett, Chairman, IAOP
2:30 pm – :45 pm             Networking Luncheon and IAOP Asia-Pacific Chapter Network Showcase
2:00 pm – 3:00 pm              Educational Track Sessions – Round 1
                 Outsourcing in Asia                                      Outsourcing to Asia                                    Outsourcing to Asia
 Mapping the Boundaries: Cross-Cultural Knowledge                           Session presented by                    Building Innovation and Long-Term Value Creation
         Transfer – When East Meets West                                          Kelly OCG                                   into Outsourcing Relationships
3:00 pm – 3:30 pm              Refreshment Break
3:30 pm – 4:30 pm              Educational Track Sessions – Round 2
                 Outsourcing in Asia                                      Outsourcing in Asia                                    Outsourcing to Asia
                                                                VALUE SCALE: Development of Collaborative
                  Session presented by                                                                               India Plus China: Why China Should be Your “Plus
                                                              Partnerships to Create Value with Commoditized
                        Fuji Xerox                                                                                                  One” for IT Services
                                                                           Services in Asia Pacific
4:30 pm – 5:30 pm              Educational Track Sessions – Round 3
                 Outsourcing in Asia                                      Outsourcing in Asia                                    Outsourcing to Asia
                                                                                                                     A Malaysia Experience: A Case Study of Multi-ed
    Risks, Opportunities and Trends in the APAC Region         Is Southeast Asia the Sleeping Outsource Giant
                                                                                                                                    Australia Pty Ltd
5:30 pm – 7:00 pm              Cocktail Reception in the Exhibition Forum
7:00 pm – 9:00 pm              Gala Dinner and Presentation of IAOP’s Outsourcing Hall of Fame Awards


Wednesday, 13 May
8:00 am – 9:00 am              Morning Refreshments in the Exhibition Forum
9:00 am – 0:00 am             The Future of Outsourcing and the Culture Surprise
                               Beverly Honig, CEO, Honeylight Enterprises
0:00 am – :00 am            A Global Perspective on the Future of Outsourcing in Asia
                               A Panel Discussion Moderated by Michael F. Corbett, Chairman, IAOP
:00 am – :30 am            Refreshment Break in the Exhibition Forum
:30 am – 2:20 pm            Long Distance Innovation: Overcoming the Hurdles to Value Creation in Global Partnerships
                               Danny Ertel, COP, Partner, Vantage Partners LLC
2:30 pm – 2:00 pm             Networking Luncheon – Hosted by Setia Haruman
2:00 pm – 2:50 pm              Educational Track Sessions – Round 4
                 Outsourcing in Asia                                      Outsourcing in Asia                                    Outsourcing in Asia
 Eye of the Storm: Effects of the Financial Crisis on the   Leveraging ITO for Operational Efficiency and Growth:
                                                                                                                        China’s Potential as an Outsourcing Leader
                   Financial Industry                                     A Customer Perspective

3:00 pm – 3:50 pm              Educational Track Sessions – Round 5
                               Outsourcing in Asia                                                                  Outsourcing to Asia
Socially Responsible Outsourcing: Promoting Equal Access to Opportunity in Low-
                                                                                            Demand-Supply Governance Framework & Globalization of Outsourcing
                                Income Regions
3:50 pm – 4:0 pm              Refreshment Break
4:0 pm – 5:00 pm              Asia-Pacific Chapter Chairs Panel – Moderated by Bobby Varanasi, COP, CEO, Matryzel Consulting
5:00 pm – 5:30 pm              Closing Comments
                               Michael F. Corbett, Chairman, IAOP and David Wong, Chairman, Outsourcing Malaysia and PIKOM


4
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                                                                                                                     KEYNOTE SESSIONS
Practical Insights from Top Business and Government Leaders
    Tuesday, 12 May
Welcome
9:00 am – 9:30 am
Michael F. Corbett, Chairman, IAOP and David Wong, Chairman, Outsourcing
Malaysia and PIKOM
Conference chairs welcome delegates and set the agenda and goals of this two-day gathering of
the world’s top outsouricng practitioners.
Michael F. Corbett is one of the best known experts in the field of outsourcing and chairman of The International Association of Outsourcing Professionals (IAOP), the
global, standard-setting organization and advocate for the outsourcing profession. As an author, lecturer and visionary, Mr. Corbett has for the past 20 years contributed
globally to the growth and development of outsourcing as a management profession and as an industry.
David Wong Nan Fay has more than 22 years of experience in the information technology and logistic industry. David’s longstanding dedication to the association and
industry foresight led him to be elected honorary PIKOM Chairman in August 2007. PIKOM is the national information and communication technology (ICT) Association
of Malaysia representing, more than 80 percent of the total revenue of the ICT industry in Malaysia. David is also co-founder and chairman of Outsourcing Malaysia (OM),
an initiative of PIKOM, and a consortium representative of the outsourcing industry. In 2000, he founded SnT Global Sdn Bhd, where he currently serves as the group
chief executive officer. SnT Global Sdn Bhd is Asia’s leading business process outsourcing (BPO) provider, with offices in Malaysia, Singapore, Thailand and China. He is
currently a council member of the National Information Technology Council (NITC), chaired by the prime minister of Malaysia and founding member of Yayasan Innovasi
Malaysia, chaired by the MOSTI minister.


The Power of Outsourcing: Leadership Lessons from One of the World’s Top IT
Executives
9:30 am – 10:30 am
Marty Chuck, COP, Founder, The CXOs LLC
The CIO plays a crucial role in the enterprise and partnering with this leader is a key to success. As an executive
consultant, advisor and former CIO, Marty Chuck will give you a look inside the mind of a CIO. Learn what CIOs do and why, what
makes them tick and how to help them be successful. Whether buying or selling, learn to work more effectively with the CIO to
advance your agenda for the enterprise.
Marty is a business-savvy executive with 24 years of global experience in multiple high technology markets. He is a valued and trusted executive with broad business
leadership expertise, and is an award-winning transformation leader. He has an impressive record of building high-performance teams and delivering measurable
results. In the past 4 years, 9 of his staff members have been elevated to enterprise CIOs.


Surviving the Economic Crisis through Sound Outsourcing Principles
11:00 am – 11:45 am
Francis Meganathan, Managing Director, Cuscapi Outsourcing Sdn Bhd
In the current challenging economic climate, outsourcing companies need to focus on an operating model based
on principles rather than rules. Sharing principles and innovative risk-sharing models between providers and clients
will lead to business survival in any economic crisis. Discover the key principles, illustrated through a successful
implementation in China.
Francis Meganathan has over 20 years of experience providing integrated business solutions to a variety of clients, ranging from national companies to global
conglomerates. He has demonstrated an innovative and entrepreneurial flair in his approach to delivering value to the organizations and has implemented enterprise-
wide systems for global Fortune 500 companies. In his 20 years in the information technology industry, Meganathan has has worked both in Europe and Asia, and has
significant experience working in multicultural and multilanguage environments. He has worked on a number of significant Fortune 500 outsourcing ventures and
currently specializes in managing the implementation of outsourcing strategies to support large multinational companies.


Outsourcing and The New Global Economy
11:00 am – 11:45 am
Michael F. Corbett, Chairman, IAOP
Executives around the world are trying to map new strategies for their companies in a period of unprecedented turmoil. Changes
on Wall Street, Main Street, and Pennsylvania Avenue are shaping the future of outsourcing as a management practice, profession
and industry. Mike Corbett, one of the world’s best known experts in the field and chairman of the International Association of
Outsourcing Professionals (IAOP), shares just-completed research and the real-time experiences of customers, providers, and advisors around the
world, including:
  • How the global economic downturn is shaping what organizations are outsourcing, why, and where.
  • The latest outsourcing opportunities – new ways to use outsourcing for a tactical and strategic advantage.
  • The critical role outsourcing professionals now play in improving outsourcing outcomes for buyers and sellers alike.
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        REGISTER ONLINE AT WWW.OUTSOURCINGPROFESSIONAL.ORG
KEYNOTE SESSIONS                                                                                                                                                    6


    Wednesday, 13 May
The Future of Outsourcing and the Culture Surprise
9:00 am – 10:00 am
Beverley Honig, CEO, Honeylight Enterprises Pty. Ltd.
This dynamic session will illustrate managing cultures across borders. As a futurist, Beverly will present the future of
outsourcing, including critical challenges such as: internal transitional change management activities; relationship
and expectation management; intellectual property and commoditization; virtual co-location on group projects;
and standardization in service platforms and modular systems. The discussion will also cover basic cultural differences that arise in
multicultural teams, independent of setting, team composition and teamwork. Working with various teams from several counties
means communication does not only take place on an individual level, but on a cultural level as well. In outsourcing, culture caries
implications more complex than mere differences in language or time zones. Current thoughts on the 0 dimensions by which
cultures differ within an outsourcing setup will be discussed.

Beverley Honig is well known in industry circles as a strategic manager and business developer, and an internationally qualified commercial lawyer with experience in
Australia, England and the Middle East. Beverly is known for opening new markets for global companies. She has grown Honeylight Enterprises over the past decade to
be a leading change management consultancy specializing in people management matters with a focus on corporate and industry growth.


A Global Perspective on the Future of Outsourcing in Asia
10:00 am – 11:00 am
Moderated by Michael F. Corbett, Chairman, IAOP
Mark Boyle, Managing Director Outsourcing APAC, Accenture
Sandeep Kulkarni, Senior Product Manager for Global Sourcing Operations, Symantec
An in-depth and provocative discusson of what the future of outsourcing in Asia may mean to the region and to the global economy.


Long Distance Innovation: Overcoming the Hurdles to Value Creation in
Global Relationships
11:30 am – 12:20 pm
Danny Ertel, COP, Partner, Vantage Partners
As traditional U.S. and European providers deepen their presence in India and China, and as the more traditional
offshore providers expand their footprints around the globe, the distinction between “outsourcing” and “offshoring”
seems to be a thing of the past. What does that mean for retained organizations and how they must be prepared to manage
outsourcing relationships from both near and far? What are (or should) providers be doing to help manage relationships across great
distances and across differences in culture and time zones? As buyers and providers alike seek to add even more value in these difficult
economic times, what can they do in particular to drive innovation and value creation in remote, global relationships? Danny Ertel
will share results from Vantage Partners’ new study on Offshore Relationship Management, focusing on the challenge of meeting the
demands for “more value” across great distances.
Danny Ertel is a founder and director of Vantage Partners and a leading authority on negotiation, relationship management and conflict management. He leads
the outsourcing practice area at Vantage and focuses on helping buyers and providers alike improve the way they negotiate and manage complex outsourcing
arrangements.

Asia-Pacific Chapter Chairs Panel
4:10 pm – 5:00 pm
Moderated by: Bobby Varanasi, COP, MDeC (Malaysia)
Zia Qureshi, COP, Chief Executive and Chairman, Business Catalyst International
(Australia); Walter Fang, VP, Neusoft Corporation & President, Neusoft America Inc. (Beijing);
Khalil Allahwala, Managing Director, ICT, Business Catalyst International (Dubai); Sidney
Yuen, COP, Head of Asia-Pacific Consulting Services, Convergys Corporation (Hong Kong);
Eric Rongley, CEO, Bleum Inc. (Shanghai); Charles Fan, CEO, OPUS IT Services (Singapore)
The Asia-Pacific region has been contributing significantly to global sourcing, but has a long road ahead in
enabling transformation of the outsourcing industry within the region. This panel delves into what various
IAOP chapters are doing to further this goal, while touching upon specific initiatives aimed at creating
outsourcing professionals in the region who can fuel the growth of Asia-Pacific companies.

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7                                                                                          EDUCATIONAL TRACK SESSIONS
    Track One
OUTSOURCING IN ASIA
What can be learned from the experiences of Asia-based companies and governments as they adopt and adapt outsourcing to their unique
needs? What types of activities do organizations in Asia outsource? How do they structure their business relationships, and with whom and
to where? What are the special opportunities and challenges facing organizations in Asia and what can others from around the world learn
from their experiences?

Mapping the Boundaries: Cross-Cultural Knowledge Transfer: When East Meets West
Tuesday, 12 May | 2:00 pm – 3:00 pm
Dr. Philip Hadcroft, General Manager – Strategy & International Development, Salmat BusinessForce
              Land has always been the fundamental tenet of wealth. Wars have been fought over it. Boundary disputes have been as commonplace
              between neighboring countries as they have between neighboring farmers. Whether in public hands or private, wealth, and with
              it power, have often been determined by land. Now, society is changing more rapidly than at any time in human history, and never
              more so than in Asia. The telecommunication revolution has made information universal. The availability of basic education has been
              a catalyst for the systemic migration from rural to urban populations. The steady decline in extreme poverty, combined with the
              growing internationalization of trade, has given rise to the almost unstoppable rise of the new “middle class.” These immutable forces
are causing governments all over the world to reconsider their philosophies of land ownership and the universal regulation of land management.
Throughout the world, one land management system has proven successful repeatedly over the last 50 years. Now, the outsourcing of land
management practices is presenting a new and potentially catalytic influence on social evolution.

Since 988, Dr. Philip Hadcroft has been a pioneer of business process outsourcing in the southern hemisphere. His work has helped to transform the Australian service-
bureau industry into a modern, sophisticated BPO industry. He is a hands-on BPO practitioner, whose has worked in 27 countries throughout the world, including with
companies in India, Thailand, China, Taiwan and the Philippines. Dr. Hadcroft is the general manager of strategy and international development for Salmat BusinessForce,
where he has worked for over 8 years. He holds a master’s degree in strategic marketing and was awarded the world’s first PhD in BPO in 2002.

VALUE SCALE: Development of Collaborative Partnerships to Create Value with Commoditized Services in Asia-Pacific
Tuesday, 12 May | 3:30 pm – 4:30 pm
Bobby Varanasi, COP, Head – Marketing & Branding, Outsourcing Malaysia and CEO, Matryzel Consulting
                This session delves into the need for Asia-Pacific (APAC) providers to collaborate while offering solutions. It addresses client specific
                challenges that are currently inhibiting them from working with smaller providers, and how the need for collaborative partnerships can
                help create value even with commoditized services. Further, this session will explore the need for a transformatory view toward pricing
                models.

                 Ramaprasad “Bobby” Varanasi has over 5 years of experience in consulting and management across IT, business process services and building offshore
operations. Bobby is the founding chairman & CEO of Matryzel Consulting Inc., a strategy consulting, sourcing advisory and management firm. In addition, Bobby is
Chair of IAOP’s Malaysia Chapter and also serves as a member of the Asia-Pacific Advisory Board for IAOP.


Risks, Opportunities and Trends in the APAC Region
Tuesday, 12 May | 4:30 pm – 5:30 pm
Aman Mustafa, Director IT, Offshore, ACS India
               This presentation focuses on preferred outsourcing destinations in the APAC region by U.S. companies and the experience of service
               providers in utilizing low-cost destinations for cost-arbitrage, which has evolved into value-added solutions for their clients. Case
               studies include several trends seen by global service providers such as ACS and their clients in various back-office and customer
               care operations. The presentation also will cover the risks and mitigations that outsourcing clients are facing as part of their strategy,
               including information security, protection of intellectual property and general governance issues. Asian destinations such as India and
               China provide huge opportunities for clients in terms of cost savings by outsourcing non-core operations. These destinations, due to
the abundance of educated English speaking resources available provide the scalability that is required to cover their global operations. However,
such strategic outsourcing decisions need to go through a careful due diligence process to minimize the related risks. This has given rise to consulting
companies such as TPI, NeoIT and others, that partner with the outsourcing company to find the right service provider based on their business
requirements. This presentation will cover some of these approaches and their pros and cons. Finally, it will make some general observations about
what the trend in the APAC countries might be over the next 2 to 24 months in terms of resource availability, checks and balances, and opportunities.

Aman Mustafa is a seasoned IT professional with over 25 years of experience in the IT & BPO services industry. He has worked for Fortune 500 multinational companies in
the U.S. & the APAC region. He currently heads ACS India operations with 5,000+ employees servicing Fortune 500 clients in ITO, F&A, HRO back-office solutions.

Is Southeast Asia the Sleeping Outsource Giant?
Tuesday, 12 May | 4:30 pm – 5:30 pm
Rob Cayzer, Director, Marketing and Business Development, MDeC Malaysia
                This session will review Southeast Asia’s untapped potential as a market, a destination to source resources and a stepping stone into
                the emerging markets. Key locations, players, markets and case studies will be highlighted.

               Rob Cayzer is founder of MSC Malaysia’s SSO and founding co-chairman of Outsourcing Malaysia, which is Malaysia’s outsourcing industry association.
               He is currently director of business and market development for MDeC Malaysia, chartered to market MSC Malaysia solutions globally. He has worked in
               ICT, outsourcing, communications and digital media field for over 2 years, covering economic development, marketing, strategy, MIS management and
software engineering. He has a bachelor‘s degree in informational technology from the University of Queensland, and is also member of IEEE, the Malaysian Institute of
Management, the Australian Computer Society and the International Game Developers Association.
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        REGISTER ONLINE AT WWW.OUTSOURCINGPROFESSIONAL.ORG
EDUCATIONAL TRACK SESSIONS                                                                                                                                                 8



China’s Potential as an Outsourcing Leader
Wednesday, 13 May | 2:00 pm – 2:50 pm
Mark Boyle, Managing Director Outsourcing APAC, Accenture
                 To achieve its goals in the outsourcing sector, China must acquire, develop and nurture all the characteristics of a mature service
                 industry. Guided by well-orchestrated government plans, a workable framework is in place, that, together with the amalgamation of
                 the country’s huge domestic markets, its growing ranks of well-educated workers and its efforts to improve management skills, bodes
                 well for its future success. If China can meet its opportunities with excellence in quality and a strategic commitment to growth, it can
                 avoid the fate of becoming a destination for simple labor arbitrage. Success in the new global economy will not be easy. But China has
                 the potential to become one of the world’s leading outsourcing hubs.

Mark Boyle is responsible for the Accenture outsourcing business in more than 2 countries in the Asia-Pacific region. Prior to his current role, Mark was the Accenture
geographic unit lead for China. Mark originally joined Accenture in 995. He left in 999 to work at IBM for several years. He then returned to Accenture to work in
application outsourcing, infrastructure outsourcing and business process outsourcing, as well acting as a solution architect, management consultant and systems
integrator. Before joining Accenture, Mark worked for 9 years for global resources company BHP Billiton in its steel and minerals business and was chief information
officer in its Asia-Pacific minerals business.


Eye of the Storm: Effects of the Financial Crisis on the Financial Industry
Wednesday, 13 May | 2:00 pm – 2:50 pm
Mritunjay Singh, AVP, Infosys Technologies Limited
                Outsourcing is undergoing a major change in the aftermath of the financial crisis. Financial organizations across the world are looking
                at innovative ways to cut cost to deliver better value to their businesses at significantly lower price points. Financial services firms rely
                heavily on technology to deliver better services to their clients. IT suppliers and partners are gearing up by bringing innovative services
                to their clients. These innovations range from platform-based solutions to highly optimized service delivery models and innovative
                commercial arrangements.

Mritunjay is an associate vice president and divisional manager with the banking & capital markets practice at Infosys Technologies Limited. He has over 6 years of
professional experience in various capacities. He currently heads the large deal team and is responsible for pursuing strategic sourcing deals for Infosys along with
building “transformation” solution capability in the financial services industry.


Leveraging ITO for Operational Efficiency and Growth: A Customer Perspective
Wednesday, 13 May | 2:00 pm – 2:50 pm
Ravi Sundararajan, Senior Director of Global Solutions, Symantec
                 This session will demonstrate how organizations can leverage outsourcing initiatives to achieve improvements in organizational cost
                 and process efficiencies while redesigning for scalability and growth. We will also discuss how to evaluate strategies to optimize IT
                 infrastructure, application development, support, test, procurement, finance & accounting operations and processes to strengthen
                 the organizational foundation to drive scalability and efficiencies. This presentation also highlights the rigorous service provider
                 evaluation process that was followed before signing large multi-year IT and finance outsourcing deals with leading service providers in
                 2008. It also reviews the best practices and key learnings from these evaluation and transition processes.

Ravi Sundararajan is responsible for cross-product solutions and product operations, including global sourcing operations & strategy. He joined VERITAS (Symantec)
in 2002 to lead new product initiatives. Over the past 8 years, he has held various senior management positions in product development, business development and
marketing. Prior to VERITAS, he was general manager of the enterprise content delivery business at Akamai Technologies and VP of business development at Palm-
Handspring. He also held senior management positions at Sun Microsystems, Cadence Design Systems and McKinsey & Company.


Socially Responsible Outsourcing: Promoting Equal Access to Opportunity in Low-Income Regions
Wednesday, 13 May | 3:00 pm – 3:50 pm
Leila Chirayath Janah, Founder and CEO, Samasource
                 This session will highlight a new approach to business process and IT outsourcing, and is focused on creating opportunities for
                 marginalized people in some of the world’s poorest regions. Using a method developed by a team of consultants from Stanford Law
                 School, and building on earlier work by Digital Divide Data Founder Jeremy Hockenstein and Manchester University Professor Richard
                 Heeks, Janah will describe how organizations can identify and work with disadvantaged service providers to promote economic
                 development.

Leila Chirayath Janah is the Bay Area-based founder of a social enterprise called Samasource, which creates jobs in low-income countries by connecting small service
businesses with a global client base. Samasource won the Business in Development Challenge in 2007 and the Stanford Social E Challenge in 2008 Previously, she
worked for Katzenbach Partners, a management consulting firm, where she supported clients in the healthcare, telecommunications, and outsourcing industries.




8
9
                                                                                           EDUCATIONAL TRACK SESSIONS

    Track Two
 OUTSOURCING TO ASIA
For many Western companies, Asia is the first destination of choice for outsourcing and offshoring. But the market is changing rapidly.
Activities and locations that only a few months ago were the center of many companies’ global strategies are today commodities – and
brand new opportunities are emerging. At the same time, the value proposition for every country, and even many of the regions within a
country, are in constant flux. Summit topics will focus on the very latest experiences from today’s front lines, as well as the current research
and thinking into how outsourcing to Asia is likely to evolve over the next 18 to 24 months. What can be learned from the experiences of Asia-
based companies and governments as they adopt and adapt outsourcing to their unique needs? What types of activities do organizations
in Asia outsource? How do they structure their business relationships, and with whom and to where? What are the special opportunities and
challenges facing organizations in Asia and what can others from around the world learn from their experiences?
Building Innovation and Long-Term Value Creation into Outsourcing Relationships
Tuesday, 12 May | 2:00 pm – 3:00 pm
Matthew Considine, Vice President, Strategic Operations, athenahealth, Inc.
                Many organizations have come to recognize that the goals of staff augmentation and labor arbitrage through outsourcing represent
                a short-term focus that leads to a path of finite benefit for the customer and vendor. But how does one evolve an outsourcing
                relationship into one in which long-term value is generated through process improvement and innovation? This session will explore
                the ways in which these long-term goals can be pursued within the context of the changing outsourcing landscape in Asia as it
                addresses considerations of operations strategy, relationship structure and control infrastructure.
As the leader of the strategic operations group, Matthew A. Considine is responsible for the company’s global vendor relationships key to operations including BPO
partnerships that support high-volume data and voice transaction processing. Mr. Considine has directed multiple operations business units at athenahealth. Before
joining athenahealth, Mr. Considine led operations and administrative infrastructure projects for a global management consulting firm on behalf of clients based in
Europe and the U.S.
India Plus China: Why China Should be Your “Plus One” for IT Services
Tuesday, 12 May | 3:30 pm – 4:30 pm
Eric Rongley, CEO, Bleum Incorporated
                With recent terrorist events in India and Satyam’s financial fraud scandal, there is a renewed emphasis on governance and risk
                management within the IT outsourcing community. In an October 2008 article called “Sourcing in the Shadow of Terrorism,”
                Forrester Analysts Sudin Apte and John C. McCarthy recommend firms with Indian IT and BPO vendors explore an “India Plus One”
                strategy to ensure some level of geographic risk diversification. This session will outline the common reasons for geographic vendor
                diversification, examine five alternative destinations to India for IT Services and highlight why China should be considered when
                seeking an “India Plus One” strategy.
As CEO of Bleum, one of China’s leading outsourcing providers to American and European companies, Eric Rongley sets the strategic direction for the company’s growth
and development. His experience spans over two decades building high performance software centers in both India and China. Eric currently serves as the chair of
IAOP’s Shanghai Chapter and is the former chair of the Ethics and IT Committee at the American Chamber of Commerce in Shanghai.
A Malaysia Experience: A Kompakar Partnership Case Study on Multi-ed Business Success and its Globalization Journey
Tuesday, 12 May | 4:30 pm – 5:30 pm
Andy Yau, Chief Executive Officer, Kompakar CRC Sdn Bhd
Colin Evans, Managing Director, Multi-ed Australia Pty Ltd
This case study examines the outsourcing relationship between Multi-ed, a leading provider of mobile content and delivery technology originating
from the UK and Australia, and Kompakar, one of the largest infrastructure service providers in Malaysia. Adopting Malaysia as a gateway to Asia and
the sub-continent for a western business, Multi-ed, by partnering with Kompakar, has maximized development resources, reduced time to market,
and increased greater flexibility to scale for business growth. The case study will also illustrate the global penetration journey of a new and young
market player.
Andy Yau is the chief executive officer of Kompakar CRC Sdn Bhd. Kompakar CRC is a member of a leading information technology provider Kompakar Group. Extending
from its system integration business for more than 25 years, Kompakar provides information technology outsourcing (ITO) services comprising of data center managed
services, business continuity services, technical helpdesk, desktop management, IT service management support, and software development.
Colin Evans’ engineering career spans 30 years from Antarctica to Asia. He spent four years with the Australian Government diplomatic corps based in Kuala Lumpur,
Malaysia, where he was responsible for engineering and property activities for Australia’s diplomatic missions throughout Southeast Asia. He currently is the managing
director for Multi-ed Australia Pty Ltd. Multi-ed creates, hosts and delivers multimedia content with global connectivity to two billion mobile phones.
Supply-Demand Governance Framework & Outsourcing Globalization
Wednesday, 13 May | 3:00 pm – 3:50 pm
Eus Pontenagel, COP, International Business Development, Quint Wellington Redwood
                Outsourcing is a global business. Companies around the world regard outsourcing as part of their business strategy and an accepted
                management practice. The focus is on cost reduction, best in class services and flexibility, leading to multiple short-term engagements.
                The service provider landscape is also changing. New providers from lower-cost regions have risen to the occasion while traditional
                providers have moved to lower cost regions. Changes require global delivery models and global sourcing. Professional supply-demand
                organizations are required to address increased attention for demand articulation, understand possibilities of the outsourcing market
                and work better with large global service providers.
Eus Pontenagel has been a principal consltant for Quint Wellington Redwood since 2007. He achieved Certified Outsourcing Professional (COP) status in 2008. Eus has
extensive experience in Iiternational business development and program management in multinational matrix organizations, highly focused on business management
in sales and services delivery, with substantial experience in change management in the field of outsourcing. He also has extensive outsourcing knowledge and
 9
experience around the globe.


       REGISTER ONLINE AT WWW.OUTSOURCINGPROFESSIONAL.ORG
NETWORKING & SOCIAL EVENTS                                                                     10



Monday, 11 May
7:00 pm – 9:00 pm     Networking Reception for Summit speakers and IAOP Corporate
                      Members
                      Get a head start and make the most of your time at the event by
                      introducing yourself to colleagues and potential partners.

Tuesday, 12 May
7:30 am – 9:00 am     Continental Breakfast and Conference Registration

0:30 pm – :00 am   Refreshment Break

2:30 pm – :45 pm    Networking Luncheon & IAOP Asia-Pacific Chapter Network
                      Showcase
                      Enjoy lunch with your peers, meet IAOP’s Asia-Pacific Chapter
                      Chairs, and learn how you can get involved!

3:00 pm – 3:30 pm     Refreshment Break

5:30 pm – 7:00 pm     Cocktail Reception in the Exhibition Forum
                      Exchange ideas and experiences over cocktails.

7:00 pm – 9:00 pm     Outsourcing Hall of Fame Awards Gala Dinner
                      Join IAOP as the Outsourcing Hall of Fame Award is presented for
                      the first time in Asia. The Outsourcing Hall of Fame recognizes
                      outsourcing professionals for their career-spanning contributions
                      to the advancement of outsourcing as a management practice
                      and for their personal commitment to excellence and the very
                      highest professional standards.

Wednesday, 13 May
8:00 am – 9:00 am     Continental Breakfast in the Exhibition Forum
                      Start the final day with coffee and conversation.

:00 am – :30 am   Refreshment Break


2:30 pm – 2:00 pm    Networking Luncheon – Hosted by Setia Haruman
                      Meet your peers at a networking lunch, where you will have the
                      opportunity to form new relationships and potential business
                      opportunities.

3:50 pm – 4:0 pm     Refreshment Break

Thursday, 14 May
9:30 am – 2:30 pm     Post-event tour to Cyberjaya-MSC Malaysia
                      Take a guided tour of Malaysia’s ICT hub and discover why many
                      others have chosen MSC as a location for shared services and
                      outsourcing. The tour ends with a lunch in a beautiful resort
                      hotel in Cyberjaya. The tour is complimentary and preference will
                      be given to overseas delegates. Seats are limited, and are on a first-
                      come-first-served basis.

0
11                                                                                                                           SUMMIT SPONSORS

EDUCATIONAL PARTNERS                                                                                                  Fuji Xerox has a vast and extensive range of document
                                                                                                                      solutions to meet the needs of any business. This
                                                                                                                      covers everything from standalone and network
                           Accenture is a global management consulting,                  office systems, color solutions, production printing and publishing systems,
                           technology services and outsourcing company.                  to an extensive range of document-related software, document management
                           Combining unparalleled experience, comprehensive              consulting and document outsourcing services. Today, the name “FUJI XEROX” is a
                           capabilities across all industries and business               global brand synonymous with leadership in document services and technologies.
                           functions, and extensive research on the world’s most
successful companies, Accenture collaborates with clients to help them become                                         The Infocomm Development Authority of Singapore
high-performance businesses and governments.                                                                          (IDA) is committed to growing Singapore into
                                                                                                                      a dynamic global infocomm hub. IDA uses an
                            Booz & Co. has been at the forefront of strategy
                                                                                         integrated approach to developing info-communications in Singapore. This
                            and technology consulting for more than 90 years.
                                                                                         involves nurturing a competitive telecoms market as well as a conducive business
                            Providing a broad range of services in strategy,
                                                                                         envrionment with programs and schemes for both local and international
                            operations, organization and change, information
                                                                                         companies.
technology, systems engineering, and program management, Booz Allen is
committed to delivering results that endure. Headquartered in McLean, Virginia,                                        KellyOCG is a distinguished global outsourcing
Booz Allen has 3,000 + employees and generates annual revenue of approximately                                         and consulting solutions provider, customizing
$+ billion.                                                                                                           our services to meet your unique needs. KellyOCG
                                  CB Richard Ellis is the global leader in real estate   offers a wide range of outsourcing solutions that reside in the following service
                                  services. Each year, it completes thousands of         lines; Office Services Management, Payroll Processing, Warehouse and Distribution
                                  successful assignments — with clients from the         Center Management, Production Operations Management, and Professional
                                  gamut of industries. This volume creates market        Services Management.
knowledge that allows CBRE to seize opportunities, speed the business process                                                            Outsourcing has fast become a
and create the most thorough, precisely accurate picture of global commercial real                                                       strategic tool and preferred business
estate conditions and trends. Every day, in markets around the globe, CB Richard         model that has a powerful impact on a company’s growth and financial stability.
Ellis applies its insight, experience, intelligence and resources to help clients make   Kirkland lawyers have experience in IT outsourcing matters that predates the
informed real estate decisions.                                                          use of the term “outsourcing” (i.e., facilities management), handling some of
                      Colliers is one of the leading commercial real estate              the largest, most comprehensive outsourcing transactions in history. Kirkland’s
                      organizations in the world. As a global affiliation of             experience covers not only IT outsourcing but also business process outsourcing.
                      independently-owned real estate services firms with 9,327          Kirkland lawyers have represented both service providers and customers in
                      employees in 24 offices in 54 countries, Colliers is able to      manufacturing, service, financial and other businesses that seek to outsource
                      provide expert local real estate advice wherever their clients     critical functions.
                      need them.                                                                                        As a leading technology provider with inherent
                            At Cuscapi, we believe in realizing the value of one of                                     strengths in the provision of scalable ICT solutions,
                            your most important assets – your customers. Backed                                         Kompakar is geared to harness is domain-driven
                            by extensive consulting experience, we have the right        and knowledge-based expertise for the myriad of industries it serves. With 20
expertise to help transform your customers into an invaluable resource for your          outstanding years of technical expertise and experience, Kompakar delivers
organization. This is what we call customer capital.                                     proven, flexible solutions that can enable you to become more adaptable,
                                                                                         responsive and profitable.
                            MSC Cyberport Johor is a Public-Private Partnership
                            spearheaded by the State Government of Johor,                                                        PwC Advisory provides business advice
                            Malaysia to create a Global Information and                                                          to help companies translate strategy into
Communication Technology (ICT) Business Hub with World-Class Living                      action. PwC’s industry-focused professionals have skills in key areas that drive
Environment for ICT companies from all over the world. This initiative is in line with   business performance — risk management, finance, operations, compliance,
the MSC Malaysia initiative of the Government of Malaysia.                               technology, change management, internal audit and investigations.




LUNCHEON & LANYARD SPONSOR ADDITIONAL SUPPORT FROM



EXHIBITION SPONSORS




ACADEMIC AND MEDIA ALLIANCE PARTNERS



        REGISTER ONLINE AT WWW.OUTSOURCINGPROFESSIONAL.ORG
Produced by
                                  The 2009 Asia-Pacific
                                  Outsourcing Summit
                                  Conference & Exposition
                                  May 12-13 • Kuala Lumpur Convention Center • Kuala Lumpur, Malaysia

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                                  Earn Points Toward Becoming a COP Just by Attending the Summit!
                                  Based on its coverage of the Outsourcing Professional Standards (OPS) and Outsourcing Professional Body
                                  of Knowledge (OPBOK), attendees of The 2009 Asia-Pacific Outsourcing Summit earn 6 points toward the
                                  Certified Outsourcing Professional (COP) designation. Current COPs earn 2 Continuing Education Hours.

2                                For more information on the COP program, please contact Kim Maneeley, director, professional
                                  development, IAOP, at kim.maneeley@outsourcingprofessional.org or +.845.452.0600 ext. 04.

								
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