• Why outsource from the perspective of both the outsourcer and the customer, plus what top level issues arise
• Using BT's relationship with Thomson Reuters present a perspective of:
  • how the relationship developed
  • what arrangements were agreed at the outset
  • what issues were encountered
  • where is the relationship now
  • Overview of lessons learnt

• The case for NS&I to outsource
• Business transformation achieved by working together
• Overcoming difficulties
• Maintaining the relationship and the need for a ‘whole business’ approach
• Challenges ahead

• Strategic sourcing is a low-risk route to obtaining the best available skills and costs on a truly global basis.
• Successful sourcing strategies place customer experience and satisfaction as the drivers – rather than the victims – of location choice.
• To deliver best-in-class service in today’s globally competitive environment, requires the operational capability, scale and flexibility to tap into the ever-broadening range of options now available.
• This presentation will share some perspectives from multiple offshore, nearshore and onshore client engagements.

• Why do Outsourcing relationships run into problems – as relationships
• What are the implications when relationships start to fail
• What is the impact of different organisational styles on contractual relationships
• What can you do about this 

• Current generations of outsourcing are based on the tenuous assumption that business and technology remain relatively predictable
• Post the credit crunch era and with the escalation of commodity prices, nothing can be taken for granted - business is in turmoil
• At the same time, IT itself is undergoing dramatic change with rapid consumerisation and implications for death of desktop and email
• Add to this the emergence of software as a service, Google apps and Web 2.0, CIOs can no longer contract with certainty of outcome
• Next generation outsourcing offers a comprehensive set of tools to through navigate periods of uncertainty on both the demand and supply side
• The speaker describes critical trends in IT provision and how Next Generation can provide a ‘win-win’ solution for all stakeholders

When it comes to managing complex business processes, the boundaries are blurred between Provider and Client. Complex frameworks of Governance mechanisms, KPIs, SLAs, Reverse SLAs have been developed but they are cumbersome to manage and alone fail to ensure a successful relationship. Genpact will present its experience, lessons learned and new directions in terms of relationship management, including:

• Managing expectations – created by consultants, providers, advisors during the sales process, or by internal constituents on the client side
• Handling contractual elements while not getting boxed into rigid roles or metrics that don’t survive the test of reality or changing circumstances
• Finding the right balance between micro-management and pure arms-length relationships
• Dealing with changes in strategic directions – from cost reduction to quality, or from process controls to customer intimacy, or changes in executive sponsors
• Change management post-outsourcing – getting the retained organization to work effectively in a new framework
• Working through delivery issues – communication, escalation mechanisms, sorting out the soft from the hard issues, short term vs. long term fixes
• Measuring client satisfaction at different levels
• Focusing the delivery team on the End-to-End Client’s objectives vs. internal goal’s 

• Alignment of off-shore strategy and the approach to vendor selection
• Vendor selection process (the key to success)
• The link between vendor selection, location strategy & achievement of company objectives
• Is cultural fit important? How to incorporate this into your off-shore centre and how do you align this to your brand?