15:35 - 16:05 Business Meeting 2

16:10 - 16:40 Business Meeting 3

12:00 - 13:00 Delegate Registrations

Wednesday 3 October 2012 - IOF Morning Site Visits

9:00-12:00 (Coaches will depart at 9:30 sharp from the Sheraton Sopot)

1. Luzycka Office Park, Gydnia - Presentations from DNV / WNS / Sony Pictures / Geoban / Allcon

2. Arkonska Business Park, Gdansk - Presentations from First Data / Synopsis / Jeppesen / Torus

3. Lunch Reception at the Olivia Business Centre - Welcome Address by Maciej Grabski

Presentation by Google Enterprise - Przemek Sienkiewicz, Head of Enterprise CEE, Russia & CIS

Presentation by Jones Lang La Salle - John Duckworth, Managing Director CEE & SEE

13:00 - 13:05 Welcome address by Arena International

13:10 - 13:30 Welcome address by host sponsors, Pomerania Development Agency

13:30 - 14:00 Presentation: Global Trends in Service Offshoring Practices – Insight from the Offshoring Research Network

• Assessing the key main factors that need to be considered when selecting a location strategy

• Determining the factors behind change and finding the link to your company strategy

• Evaluating current trends within location selection and Business Process Outsourcing

• Identifying the main issues that determine the destinations in which your investment is located

Dr Carine Peeters, Professor of International Business and Strategy, Offshoring Research Network (ORN)

14:00 - 14:50 Performance & Innovation Masterclass: Select the roundtable discussion led by thought leaders in each respective category

BPO in Finance Transformation - Masterclass

• Gain insight in to the capabilities of a world class

outsourcing partner

• Understand what to look for when reviewing a

partner

Name, Wipro Technologies

ITeS (IT enabled Services) - Masterclass

• Review the technologies on offer that can raise the

delivery in your service model

• See the benefits that can be received with the

implementation of IT solutions

For more details on how to sponsor this workshop email

harryboardman@arena-international.com

IPA Location Selection Masterclass

• See what Malaysia has to offer to the sourcing

world

• Receive an understanding of the characteristics

that make Malaysia an attractive location

MSC Malaysia

Procurement Outsourcing - Masterclass

• See the potential of Outsourcing parts of your

Procurement function

• See how Outsourcing Procurement can enhance your

service delivery and compliment your finance function

For more details on how to sponsor this workshop

email harryboardman@arena-international.com

14:50 - 15:00 Coffee & Networking Break

15:00 - 16:40 The IOF run a matrix program pre-event that matches the business requirements stated in each delegates registration form with the solutions on offer from our business partners, making sure that each meeting

provides a valuable and fully qualified introduction

15:00 - 15:30 Business Meeting 1

16:40 - 19:00 Networking Free time

19:00 - 22:00 Drinks reception & sit down dinner

Reception Sponsored by the Government of New Brunswick & Nova Scotia Business inc Canada including Welcome address from the Government of Canada

11:10 -11:40 Business Meeting 6

Thursday 4 October 2012 - Forum 2nd day

07:30 - 08:30 Collection of final meeting schedules from front desk

Break out sessions: Choose between the IOF Performance & Innovation stream or IOF Locations stream according to your particular areas of interest

Performance & Innovation stream

Opening remarks and stream introduction from stream chair

Armand Angeli, Co-founder, EOA France

Locations stream

Opening remarks and stream introduction from stream chair

Andreas Dressler, Managing Director, Terrain

08:30 - 09:10 Presentation: Using single or multiple sourcing partners

• Look at the challenge of increased complexity vs. the potential benefits of multiple partners

• Assess the sourcing model and partners that fit together and compliment each other

• Get the mix that blends with your companies natural ecosystem

XXXX SPEAKER TO BE CONFIRMED

08:30 - 09:10 Selecting outsourcing locations: changing requirements and decision drivers

This presentation looks at trends affecting the quality of BPO locations around the world and provides a practical, hands-

on guide to picking the right place.

• How can companies make a sound location decision and avoid costly mistakes?

• Which locations live up to their promise and how are the location alternatives changing?

Andreas Dressler, Managing Director, Terrain

09:10 - 09:40 Presentation: Captive / Outsourced / Hybrid

• Combining Shared Service & Outsourced operations to maximise delivery

• Deciding on the best model for your company and how it may evolve in time

• Achieving Global Business Services

Anthony Watson, Chief Information Officer, Barclays

09:10 - 09:40 Presentation: The importance of location selection for sustained delivery excellence

• Location selection in the context of Capgemini's global delivery model

• Location criteria for different types of delivery centers

• Adapting the footprint in response to changing location conditions

Dr. Adam Bujak, Global Deliver Excellence Head, Capgemini

09:40 - 10:00 Coffee & Networking Break

10:00 - 10:30 Business Meeting 4

10:35 - 11:05 Business Meeting 5

Break out sessions: This time we break out in to three separate sessions focussing in on BPO, ITO & Location selection

ITO stream BPO stream Location stream

11:45- 12:20 Presentation: Providing flexibility and delivering quality

through Information Technology Outsourcing

• Assessing how the general IT Outsourcing marketplace has matured

rapidly over the past 15 years

• Analysing how IT Outsourcing can Increase agility, improve security

and produce better business continuity

• Addressing the importance of companies needing to review best

management practices of the application portfolio

• Identifying how organisations can feel daunted due to cloud,

mobility and rapid releases that IT organisations now have to face

XXXX SPEAKER TO BE CONFIRMED

11:45- 12:20 Presentation: Assessing Innovation and Outsourcing: what

does the future hold?

• Assessing how outsourcing has developed over the years

• Analysing current outsourcing strategies used at present and where

they present weaknesses and opportunities

• Looking to the future of outsourcing and what needs to change to

ensure successful choices are made

• Providing a case study of a recent outsourcing project and how this was

implemented

Operations, Microsoft

11:45- 12:20 Presentation: site selection trends in outsourcing – who’s

investing where?

• Discussing the latest trends on where companies are locating their BPO

operations

• Focusing on the locations of customer support, shared services & IT technical

support centres

• Insights into the emerging new locations for BPO and the pioneer investors

moving into them

• The fastest growing segments within BPO in 2012 will be revealed

Dr Henry Loewendahl, Senior Advisor, FDi Intelligence

Thursday 4 October 2012 - Forum 2nd day (Cont)

14:25 - 14:55 Business Meeting 8

15:00 - 15:30 Business Meeting 9

12:20 - 12:50 Case study: Deciding on the ITO partner

• Get a first hand review of the partner selection process

• Review the full assessment process of deciding what IT operations to

outsource

For more details on how to sponsor this workshop email

harryboardman@arena-international.com

12:20 - 12:50 Case study: Deciding on the BPO partner

• Gunderstand the decision making process of going to tender

• Discuss the reasons and weighting behind the partner selection

process

Name, eClerx Services

12:20 - 12:50 Panel Discussion: Building robust location strategies

• Balancing the trade-off between quality and costs in emerging locations

• The role of internal and external stakeholders in location decisions

• Differences between BPO and SSC location decisions

• The role of investment promotion agencies: how can they help?

Chairman: Andreas Dressler, Managing Director, Terrain

Don McDaid, Snr Director Real Estate/Facilities EMEA and Global Projects,

Stream Global Services

Roal Spee, Global Location Strategy, IBM

Alan Whittaker, Head of Resource & Location Strategy, Citi

12:50 - 13:50 Networking Lunch

13:50 - 14:20 Business Meeting 7

15:35 - 16:05 Business Meeting 10

16:05 – 16:20 Coffee & Networking Break

Break out sessions: 3 streams providing some of the most topical issues in Shared Services & Outsourcing including Cloud, Process Automation and Employee development

16:20 - 16:55 Presentation: Cloud Computing - Work in the future

• What happens around us?

• What is work in the future?

• Is it possible to work in the future now?

• How do we bring future to today?

Przemek Sienkiewicz, Head of Enterprise CEE, Russia & CIS, Google

Enterprise

16:20 - 16:55 Workshop: Process Improvement through automation

• Discuss the common drivers behind best practices in Finance &

Procurement

• Discuss the cost/benefits of implementing solutions such as

eInvoicing, Data capture technologies, ERP software etc

XXXX SPEAKER TO BE CONFIRMED

16:20 - 16:55 Presentation: Ensure staffing success by addressing the

challenges of the sourcing workforce

• Ensuring that you are aware of the workforce needs and are implementing

practical strategies to meet them

• Assessing how important it is to understand the culture you outsource into

• Analysing how important it is to address workforce capability before you

select a location

• Evaluating why motivation is a top priority for buyers, advisors and

providers alike

Roel Spee, Global Location Strategy Leader, IBM

16:55 - 17:30 Panel Discussion: Cloud Computing - Changing the way we

work

• Join a panel of experts to gauge their thoughts on how Cloud can

revolutionise the way we work

• With countless possibilities, to what extent should you embrace Cloud

Przemek Sienkiewicz, Head of Enterprise CEE, Russia & CIS, Google

Enterprise

16:55 - 17:30 Presentation: Benchmarking your sourcing operations

• How good is your current delivery model and how far away are you

from Best in Class?

• Review the practices that are proven to improve delivery

• See the benefits received by measuring performance

For more details on how to sponsor this workshop email

harryboardman@arena-international.com

16:55 - 17:30 Case Study: Comparing workforce availability and costs to

stay ahead of the curve in providing innovative staffing services

• Uncovering how vital the acknowledgment of workforce availability is

before a location is chosen

• Evaluating how to assess labour arbitrage to ensure you maximize profit

from the contract

• Highlighting the importance of continuous evaluations of workforce costs

in other locations to discover emerging areas that could be successful for

future outsourcing

• Creating global ready professionals to maximise your companies growth

potential

• Overcoming training complications of service provider employees to

guarantee workforce productivity

Amar Shah, Executive Director, Morgan Stanley

17:30 - 19:00 Networking Free time

19:00 - 22:00 Drinks reception & sit down dinner

Reception Sponsored by the Government of New Brunswick & Nova Scotia Business inc Canada including Welcome address from the Government of Canada

08:30 - 09:10 Case Study: Uncovering the implementation of a best practice framework for Vodafone’s

outsourcing organization by using eSCM (eSourcing Capability Model)

• Clarifying what eSCM is and why this was a chosen practice framework

• Analysing the key benefits of using eSCM and this has enhanced Vodafone’s outsourcing strategy

• Assessing the challenges this framework created and how Vodafone overcame these

• Looking to the future and possible outsourcing strategies that could be adopted

Peter Snowden, Senior Manager Network Programmes, Vodafone

08:30 - 09:10 Presentation: The benefits of Pomerania

• What makes the Pomeranian region attractive as a location for BPO centers?

• What types of activities is Pomerania best suited for?

• How does Pomerania differentiate itself from other locations in the region?

• Recent investments and success stories in Pomerania - what can investors expect?

Invest in Pomerania

Friday 5 October 2012 - Forum 3rd day

07:30 - 08:30 Collection of final meeting schedules from front desk

Break out sessions: Choose between the IOF Performance & Innovation stream or IOF Locations stream

Performance & Innovation stream

Opening remarks and stream introduction from stream chair

Armand Angeli, Co-founder, EOA France

Locations stream

Opening remarks and stream introduction from stream chair

Andreas Dressler, Managing Director, Terrain

14:15 Forum Ends

09:10 - 09:45 Presentation: Ensuring you maximize the value from your contract to unlock the full potential of

your outsourcing relationship

• Successfully developing a contract that reflects your organizations strategic goals and aspirations balanced with

your suppliers capabilities at a price that is agreeable to both parties

• Understanding the vital role of the contract manager in the current economic climate to ensure adaption to

quicker, better, cheaper ways of achieving successful business practices

• Assessing successful methods that can improve communication between service providers when multi sourcing

• Learning How best to achieve a successful collaboration without compromising quality and cost and delivering

value for both clients and suppliers

James Simmonds, Global BPO Leader, AstraZeneca

09:10 - 09:45 Presentation: Investment Incentives: Do they impact on location decision making

Governments at local, regional & country level have been making commitments to both new investors &

existing investors for decades to influence location decisions. These commitments have taken the form of

cash grants, training grants, subsidies, infrastructure development & tax relief.

• Are these incentives an influencing factor?

• What else should come with this incentives package to make a material difference in location selection

decision making?

Ashu Kaushal, Director Global Corporate Services, CBRE

09:45 - 10:00 Coffee & Networking break

10:00 – 10:30 Business Meeting 11

10:35 – 11:05 Business Meeting 12

11:10 – 11:40 Business Meeting 13

11:45 – 12:15 Business Meeting 14

12:20 - 13:00 Workshop: Looking beyond contract requirements: Customer experience and ensuring a sustainable

outsourcing service

• How to guarantee 3rd parties deliver great customer service

• How to manage the Outsourcing relationship to guarantee full communication and visibility between the customer

and your partner

• • Building the customer service experience by taking advantage of the technological innovations that some

providers offer

Armand Angeli, Co-founder, EOA France

12:20 - 13:00 Presentation or Panel Discussion (TBD)

13:00 – 13:15 Presentation & Prize giving: Closing remarks from our two Forum Chairs as well as the prize giving from our event partners

Armand Angeli, Co- founder, EOA France13:15 – 14:15 Networking Lunch