Topic

Facilitator

Description

Best Practices Service Level Agreements (SLAs)

Shelia Gray

SLAs are critical in formalizing the relationship, responsibilities, commitment, and expectations between end users and service providers. This session will focus on lessons learned and recommended practices in defining critical success factors and key performance indicators. 

New Evolutions in Commercial Management - How Contracts are Changing

Jeff Croyle Partner and Managing Director and Garrett Whisenant, Senior Advisor,   TPI

This session will focus on emerging trends in HRO contracts and will cover pricing granularity and transparency for both ongoing and one-time implementation fees, provider invoicing trends, ARC/RRC rates, termination rights along with an update on the ongoing debate over the inclusion of innovation and compliance with laws as part of the contractual agreement

Innovations in Service Delivery

Cay Gliebe , Director HR Business Consulting at ARINSO International

Innovation in service delivery should not be confused with technology innovation.  This session will discuss the trends in bringing innovation to your services.

• Process Standardization – what does this entail; reality versus goals
• Factorization – how do you best leverage scale; what tasks and where can they be effectively delivered from
• Wage Arbitrage – the changing dynamics of offshore centers; trading cost for knowledge, particularly when combined with standardization and factorization goals
•  Self service adoption, content management, knowledge management & automation of tasks

Renegotiations and Renewals

Rosemary Collins, Partner and Managing Director TPI and Dave Wall, Senior Advisor TPI

Understanding your desired outcomes and creating leverage in the renewal process are key to a successful renewal. In this session we will discuss the importance of defining a renewal strategy in advance of initiating renewal discussion, the importance of leverage and how to create and maintain it during the renewal process and other proven tactics to facilitate a successful renewal.

Multi-Vendor vs. Single Vendor, Pro’s and Con’s

John Hindle, Outsourcing Marketing, and Jill Goldstein, BPO Offering, Human Resources, Accenture

What are the pros and cons of sourcing individual HR services from multiple providers (e.g., recruitment, learning, payroll, etc.) versus bundling multiple services with one or a very few providers?  What are the tradeoffs between standalone “best-of-breed” solutions v. integrated service solutions in terms of HR data integrity and management, contract administration, service integration, governance, etc.?  What skills are required on the client side to effectively manage either approach?  How does an organization’s business strategy shape the optimum HR sourcing strategy?

State of SaaS Technology

Michael Custers, VP Marketing,  NorthgateArinso

What are the technology options that are available to enable HR service delivery?  From true SaaS (or Cloud) solutions, over platform-based BPU/BPaas, over those solutions where the customer owns the technology to the customer’s third party hosts and maintains the solution, the choices have become complicated.

• How can we visualize this new continuum of technology options for HRO
• Conflicting strategies must be dealt with related to technology and services
• New outsourcing customers may want to bring their proprietary technology solution
• Existing customers may feel trapped by their current provider’s solution
• In the midst of all these technology evolutions, how do we ensure innovation from a functional/user perspective?

This session will discuss the challenges that your peers are facing and how they are developing next generation solutions, in terms of cost, innovation, usability, etc.. 

How Social Media is Changing Service Delivery

Darren Simons, Vice President RPO & General Manager, SourceRight Solutions

Economic uncertainty has drastically impacted the dynamics of the talent acquisition and management function. Organizations have frozen headcount, hired only the most critical positions and, ultimately, decimated their recruiting departments.

But as hiring begins to pick up, organizations are finding that time did not stand still.

Social media is quickly becoming the recruiting channel of choice; mobile texting is the new buzz; compliance administration is reaching new heights; acquisition technologies are processing in a cloud; and some of the highest quality talent has opted for “free agency”.

Attend this roundtable to discuss the latest innovations impacting sourcing, selecting and engaging of critical talent and the “new” talent supply chain.

Globalization

Mary Sue Rogers, GM Global HR, Learning & Recruiting, IBM Global Process Services

• As the world becomes more global, what new skills do HR professionals need?
• What are the top countries that are hardest to globalize?
• Tips and tricks to drive global projects?
• What makes change management different in a global environment?

Managing the Transition to an Outsourced Environment

Zachary Misko, Vice President & Market Development Lead, KellyOCG

Transition is one of the most critical parts of outsourcing as it sets the stage for successful engagement.  There are many aspects to transition (and phases) as well as dimensions that need to be well defined, understood and implemented.  Experience has shown that the majority of failed outsourcing engagements begin with problematic transition management.
Join this session to discuss and learn best practices in,

• developing and managing the outsourcing transition plan (test plan and pilot, training, cutover)
• managing outsourcing’s impact on the organization (managing outsourcing’s impact on employees, managing change, employee communications to manage change, managing organizations transition: pre and post outsourcing)
• outsourcing communications plans (creating a positive public perception for outsourcing
• knowledge management

Articles for reference on www.hroa.org include:
Top 10 Hidden Costs of Outsourcing
Avoiding the pitfalls of HRO Transition
An Interview with Peter Allen on the ISG TPI Acquisition
Process Improvements Without the Pain
HR Outsourcing Success - tips to avoid the pitfalls

Strategic Talent Optimization

Rebecca Callahan, President, SourceRight Solutions

In the 2011 Blended Workforce Strategy and Trends Study conducted by Bersin & Associates on behalf of SourceRight Solutions, two-thirds of organizations reported that leveraging a blended workforce -- one that combines full-time, contingent, and free-agent talent -- is the “new-normal” for aligning talent to meet ever-changing business needs.

To assist HR organizations in the execution of an on-demand talent strategy, this roundtable will discuss how blended workforce management drives competitive advantage and business agility and best practices for successful implementation.

Internal Procurement vs Third Party Advisor: pros and cons 

Jill Goldstein, BPO Offering, Human Resources, Accenture

What are the tradeoffs between using a fee-based sourcing adviser versus relying on your internal Procurement department for guidance and support on HR BPO tenders?  What skill sets and experience do you need to ensure a successful outcome?  How can you weigh intimate knowledge of the enterprise culture and strategy against the specialist experience of the sourcing adviser?  How can you effectively draw upon both resources at appropriate points in the process? 

HRO Certification Update

Kevin McDonald, Director, HR Operations ,The E. W. Scripps Company and LeAnne Andersen, VP, Global HR Business Services, Best Buy

This session, facilitated by Kevin McDonald and LeAnne Anderson, will provide an update on the progress of the workgroup focusing on the HRO Certification being developed in partnership with the IAOP (International Association of Outsourcing Professionals).  After the update they will be soliciting feedback from the audience on the eligibility and certification process and guidelines.