National Outsourcing Association Symposium

Brought to you in conjunction with the 2014 European Outsourcing Association Awards

Thursday 10

th July 2014, London

Sponsorship

Opportunities

Delegate Registration Pack

NOA Symposium & EOA Awards The NOA is the leading association serving both the outsourcing professional and the global outsourcing industry. We are part of the larger umbrella organisation, the European Outsourcing Association (EOA), and we are delighted to provide you with more information regarding our 2014 NOA Symposium & EOA Awards. The NOA is passionate about excellent outsourcing and throughout our 26 years have remained committed to advancing the outsourcing profession and improving and growing the outsourcing industry, in the UK and globally, by driving awareness, education, standards and thought leadership. As such, each year we bring the community together for a one day Symposium in London. The NOA Symposium is the largest conference in our calendar attracting 200+ outsourcing professionals representing the interests of companies and individuals which span the breadth of the outsourcing industry: buyers, suppliers and advisors. With live expert debate from key advisors: analysts (the trendspotters), lawyers (the deal-makers) and mature end-users (the bargainistas), attending this event will help you fight value leakage and inspire your sourcing to greater heights. Furthermore, this year the EOA Awards are coming to London! With affiliate organisations in Austria, France, Germany, the Netherlands, Belgium, Italy and Spain, this event will bring together some of Europe’s leading outsourcing providers and buyers. Best practice will be rewarded and celebrated, and the efforts of companies and individuals who have demonstrated excellence in European outsourcing in 2013/14 will be recognised.

Symposium programme includes:

• Analyst debate – discussion of the latest outsourcing trends and future predictions • Results from fresh NOA research • Excellent networking opportunities including three breaks, a drinks reception and interactive breakout sessions throughout the day • Insightful end user case studies – topics include ‘Enhancing customer experience’ and ‘How good governance can pave the way for innovation’ • Confessions of an outsourcer - 2 mins presentations from our “A” list professionals - lessons learnt from their outsourcing career • The opportunity to join our exclusive LinkedIn group for delegates to network post event • Outsourcing surgery – run through-out the day to facilitate knowledge sharing and to help gain advice – for buyers only

Why attend?

• Learn about the latest outsourcing trends, topics and case studies • Network and create new relationships with suppliers, advisors and buyers

• Be inspired by influential speakers

• Share best practice and discuss your outsourcing issues with those that understand the industry

• Find talent – seek out the movers and shakers of the industry

• Benchmark yourself against the best in the industry and learn how to create ultimate value from your outsourcing contracts

• Celebrate and network with the industries experts at the EOA Awards

Some of our previous event attendees include: • 3G • Centrica • Gartner • Royal Mail

• Aegis • Convergys • Grant Thornton • SLASSCOM

• arvato • Co-operative Financial Services • Home Office • Source

• AstraZeneca • Credit Suisse • Homeloan Management Ltd • Steria

• Aviva • CSC • HSBC • Teleperformance

• BankGiroCentralen • Deloitte • Lloyds Banking Group • Thames Water

• Barclays • Deutsche Bank • Newcastle Building Society • Thompson Reuters

• BBC • EE • NHS • UBS

• Boots • Enfield Borough Council • Olswang • Unilever

• BP • esure • Orange • Virgin Media

• Bradford & Bingley • FCO • Proctor & Gamble • Volkswagen Group UK

• Capgemini • Fujitsu • Prudential • Zurich Financial Services

Examples of previous attendees include: heads of procurement, heads of supplier management, vendor managers, relationship managers, sourcing strategists, service delivery managers, operations directors, heads of delivery, bid managers, COO’s and heads of sourcing.

Who attends?

Agenda

9.00am Registration and networking

PLENARY SESSION

9.30am Welcome by the NOA Review of the year and what lies ahead – Kerry Hallard, CEO, NOA

9.45am NOA Research Results in collaboration with Polaris

The NOA will announce the latest in its series of “Outsourcing Works” research. The study details respondents’ views on how well Outsourcing Works, what it delivers beyond cost savings and what currently a ids and hinders the delivery of additional benefits. Speakers: Kerry Hallard, CEO, NOA and Raju Bannur, Chief Solutions Officer, Polaris Financial Technology Limited

10.10am HPO: High Productivity Outsourcing - Bringing Productivity back into outsourcing

Speaker: Jitin Goyal, CEO, Polaris Financial Technology Limited

10.25am The Outsourcing Debate Facilitated discussion with the leading outsourcing analysts and advisories to debate the latest ITO & BPO trends and predictions in the UK

Chair: James Cuthell, Commercial Change Manager – EE & NOA Council Member

Panellists: Robert Chapman, Director, Information Services Group John Willmott, CEO, Nelson Hall Leslie Willcocks, Professor and Director of the Outsourcing Unit, London School of Economics and Political Science Fabrizio Napolitano, Partner, Deloitte

11.25am Networking Break – exhibition area

INTERACTIVE ROUNDTABLE SESSIONS (11.50am – 12.50pm)

11.50am Breakout 1 Preparing for the new digital era

- What are the key trends? - How should buyers be preparing for the future? - What is the impact of the so-called “new digital world” on sourcing strategies? - How to exploit new digital business opportunities and derive new revenue streams from a digital environment?

Chair: Chris Halward, Director, NOA Speaker: Adrian Quayle, Managing Partner, Avasant & NOA Council Member

11.50am Breakout 2 The re-shoring v offshoring debate

- Are you offshoring for the right reasons? - How to adapt to a change in your strategy? Should you involve your supplier/s in creating a new strategy? - What are the challenges in bringing services back on shore?

Chair: Kevin Devoy, Head of Procurement (Outsourcing), British Gas & NOA Council Member Speaker: Richard Mills, Head of Sourcing & Standards, Zurich & TS Narayanan, Senior VP - Tech Mahindra

11.50am Breakout 3 Enhancing customer experience

- How investing and driving engagement with your partners delivers a better customer experience - How to create an environment with your outsource partners to share best practice - Creating the right culture in house and with your partners - How investing in leadership is vital

Chair: Sandip Sen, Global CEO - Aegis Limited Speaker: Richard Bledsoe, Executive Vice President Global Markets, TeleTech

11.50am Breakout 4 How good governance can pave the way for innovation

- Governance and Innovation are they opposite sides of the spectrum? Can you truly get both? - How to build a successful relationship with your supplier in order to ‘spark’ innovation. - Who are the right people to lead innovation?

Chair: Stephen Hayers, Head of BPO CoE, Operational Excellence, AstraZeneca & NOA Council Member Speaker: Chris Day, Head of Outsource Management, Phoenix Group

12.50pm Networking lunch – exhibition area Sponsored by

INTERACTIVE ROUNDTABLE SESSIONS (1.50pm – 2.50pm)

1.50pm Breakout 1 Benchmarking beyond price

For many companies, benchmarking is used as an essential tool to ensure pricing remains competitive in long-term outsourcing contracts. However, as outsourcing contracts continue to deliver much more than mere cost savings, benchmarking must too, and as such benchmarking now needs to go far beyond price. - How to capture value beyond cost from my existing outsourced relationship? Which components of the operating model (e.g. solution, delivery metrics, contractual

T&Cs) need to be benchmarked with market? - How to approach benchmarking and at what level of aggregation (e.g. contract level or portfolio level or enterprise sourcing level)? - To what extent are my outsourcing relationships aligned to market best practice? - How can I simplify my outsourcing partnership and what are the potential obstacles? - How do I better align my service provider’s interest to my business needs? - How can I take my outsourced relationship to a strategic level?

Chair: Lauren Tennant, Chairman, NOA Speaker: Shyan Mukerjee, Practice Director, Everest Group

1.50pm Breakout 2 GBS – Fact or fiction?

- How to go about leveraging shared services and outsourcing consistently across multiple functions and regions, and moving all elements of this into a single organisation or governance framework

- How GBS models really work in practice - How and what should change in terms of the way the business thinks? - Developing the right governance and leadership structure

Chair: Chris Halward, Director, NOA Speaker: Punit Bhatia, Director, Global Business Services, Deloitte

1.50pm Breakout 3 Exit Management Techniques

Research suggests that companies are much less confident about exiting outsource agreements than in entering into them both in terms of strategy and process. The ability and confidence to do so is a key part of ensuring that outsourcing delivers the right solution from the right provider at the right time. Chair: Kerry Hallard, CEO, NOA Speakers: Paul O’Hare, Partner, Kemp Little & NOA Council Member and Philip Allery, Founder & Director, Prescience Outsourcing Limited

1.50pm Breakout 4 Driving business value and success in outsourcing through social media customer experience

- The social customer service landscape today - Creating social customers – social media as part of an integrated customer service strategy - Social successes & key learning points - Sainsbury’s case study

Chair: Andy Rogers, Global Programme Director, Verizon Enterprise Solutions Speakers: Alistair Niederer, CEO, Teleperformance UK & South Africa

2.50pm Networking Break – exhibition area

PLENARY SESSION

3.10pm How can the private and public sector foster innovation and growth by working with SME’s? Chair: Derek Parlour, Director - DJA Business Solutions and NOA Council Member Speaker: Stephen Kelly, Chief Operating Officer, UK Government

3.40pm 21st century outsourcing – better service, leaner margins

For many providers, getting outsourcing work – and keeping hold of it – increasingly requires a commitment to deliver or improve already high service levels, in most cases at a lower budget. Plus, with outsourcing contracts changing, customers now expect savings to be ongoing and shared. This session will explore how increasing the operations management capability within an organisation can help providers juggle the need to reduce costs while maintaining the quality of their services and increasing the speed of delivery. Drawing on practical experience we will explain how this approach enables providers to improve their operations through the way they plan, control and deliver their services. Chair: Martyn Hart, Founder & Director, NOA Speaker: Roberta Tomasoni, Lead Analyst, AOMi Centre of Excellence and Elliott Tiernan, former Senior Operations Manager at Xchanging, QBE and now Delivery Director at AOMi

4.00pm Life after the deal – achieving value from your outsourcing contracts

Short and snappy buy-side case studies on how to get more value, what hinders value realisation and what behaviours need to be adopted from all sides of the outsourcing project. Speaker: Kevin Devoy, Head of Procurement (Outsourcing), British Gas

4.25pm Motivational speaker – Marc Hogan

4.55pm Closing remarks from Lauren Tennant, NOA Chairman

5.00pm Networking drinks followed by EOA Awards pre-ceremony reception from 6pm Sponsored by

7.00pm EOA Awards dinner

Sponsors

Media partners

Delegate registration form

Full Name: ________________________________ Company Name: ___________________________ Job Title: __________________________________ Address (first line): _______________________________ Address (second line):________________________ Postcode: _____________ Country: ___________

Tel: _______________________ Email: ____________________________________ Membership: Member Non- Member

Booking Requirements – Delegate places

Please indicate the type and number of delegate places you would like to book:

One Day Symposium Early Bird Rate

(until 14th

March)

One Day Symposium Normal Rate

(from 15th

March)

EOA Awards Individual Ticket

EOA Awards Tables of 10

COMBINED TICKETS ADDITIONAL SAVINGS!

Symposium & EOA Awards

BUYERS OF OUTSOURCING

SERVICES

N/A FREE x ____ £175.50 x ____ £1755 x ____

N/A

SUPPLIERS/SUPPORT (Members) £395 x ____ £449 x ____ £175.50 x ____ £1755 x ____ £499.60 x ____

SUPPLIERS/SUPPORT

(Non-members)

£485 x ____ £549 x ____ £195 x ____ £1950 x ____ £595.20 x ____

Booking Requirements – Sponsorship add-ons Please indicate if you would like any sponsorship add-ons: (for our larger packages, please contact Natalie Milsom on +44(0)207 292 8689 or nataliem@noa.co.uk) Each add-on is £500

1 page advert to feature in the post event guide (e-supplement)

Your logo on pre and post event mailers as a supporter

Pull-up banner on display in the networking area

Double sided flyer made available on tables in the networking area All prices are excluding VAT

Payment Methods

Cheque: Cheque enclosed for £_______________________ (please make cheques payable to the NOA) Please post cheques to:

The National Outsourcing Association 44 Wardour Street, London, W1D 6QZ

BACS: The National Outsourcing Association Limited

Barclays Account No: 10637327 Sort code: 20-25-42 VAT Reg No: 243 8522 62 IBAN: GB21 BARC 2025 4210 6373 27 BIC: BARCGB22

Invoice: Amount to be invoiced £ _______________________ PO Number (if required) __________________________________

Billing address (if different from above): ____________________________________________________________________________________________

Credit card: 4% booking fee will be charged for all credit card payments. To make payment please call the office on 0207 292 8686.

Please note we do not accept American Express.

Payment must be received 2 weeks in advance of the event to gain entrance

Delegate List

If you are unable to provide the list of attendees upon booking, please email this to admin@noa.co.uk by Friday 13th June 2014.

Name Company Name Job Title Email address Telephone Number

Cancellation Policy for Supplier/Support Services

Substitute guests are always welcome at no extra charge; please advise us in writing by emailing admin@noa.co.uk.

Alternatively, if you confirm your cancellation in writing before Friday 28th February you will receive a prompt refund (less a 15% administration charge). We regret that no refunds can be made or invoices cancelled after this time and the full rate will be payable.

Cancellation Policy for Buyers of Outsourcing Services

Please note that a fee of £100 + VAT will apply if you choose to cancel your place at the Symposium after Friday 28th February, however substitute guests from your

organisation are welcome at no charge. Please simply inform us of any name changes prior to the event by contacting us at admin@noa.co.uk.

Special Dietary Requirements

Please advise us in advance if your guests have any special dietary requirements. Please email admin@noa.co.uk or call us on +44(0) 207 292 8686 by Friday 13th June 2014.

Accommodation

There are a number of hotels nearby the conference venue, please email admin@noa.co.uk for a list of hotels.

Please return this form to:

Stephanie Hamilton Email: admin@noa.co.uk If you have any queries please call the NOA team on +44(0) 207 292 8686.

Please sign below to confirm you agree to the above cancellation policy.

Name:

Signature: