HRO Summit 2009
HRO Summit North America 2009 - Register now

The agenda is confirmed but we run regular events and are always looking for speakers and interesting topics. If you would like to submit a paper for future consideration then please use the following document.





Day 1: Buyer-Only Sessions

Buyers Group Members and prospective buyers attend sessions on managing contractual relationships, measuring satisfaction, and identifying best practices. These are closed sessions, by invitation-only. Featured presentations include a session by Towers Perrin on the results of its latest studies on HRO in the large market (over 15,000 employees).



Morning Plenary Sessions

10:00 – 3:00 pm

Registration Open

Delegates register throughout the day

11:00 – 12:30 pm

Large Market Buyers Group Business Meeting
LeAnne Andersen, Senior Director Global HR Operations, Best Buy

Buyers-only meeting to network and discuss the mission, vision and values of the Large Market HRO Buyers Group.  Open to both existing and prospective HRO buyers.

12:30 – 1:30 pm


1:30 – 3:00 pm

Track One:
Global Payroll Panel Discussion
Peter Brown,Global Growth and Offering Lead, Accenture
Chris Klein, Director Implementation Services, ADP
Pamela Webb, Global Product Leader, Ceridian
Kevin Hogan, Global Process Lead and Solution Architect, IBM
Dorothy Neceda, Business Development, NorthgateArinso


Representatives from leading providers participate in a facilitated panel discussion on global payroll, including best practices, success stories, and lessons learned.  Open to both existing and prospective HRO buyers.

Track Two:
Consistent Challenges and Strategies to Overcome Them in HRO

Uncovering the five sticking points organizations need to address with HRO and hearing from organizations that have successfully resolved them.


Track One:

Track Two:

Track Three:

3:00 – 5:00 pm

Buyer Breakouts by Provider

Discussion groups for buyers with like providers to prep for buyer/provider breakout sessions on Day Two.  Open to existing HRO buyers only.

Preparing to Sign Your HRO Deal

Round table discussion for experienced buyers to meet with prospective buyers considering HRO to discuss navigating HRO and deal-signing from a buyer point-of-view.

Preparing to Implement Your HRO Deal

Round table discussion for experienced buyers to meet with new buyers to discuss lessons learned on implementation best practices.

5:00 – 6:00 pm

Unscheduled Time

6:00 – 8:00 pm

Evening Reception with Speakers and Sponsors
Sponsored by TPI

Open to all buyers, prospective buyers, speakers, and sponsors.


^ To the Top


Day 2: Full Summit

The Summit continues the second day with a buyers-only discussion followed by keynote presentations, working sessions, and case studies open to all.



Plenary Sessions

7:00 – 12:00 pm

Registration Open

Delegates register throughout the morning

7:00 – 8:00 am


Sponsored by Stone + Company

8:00 – 8:30 am

Welcome Address
LeAnne Andersen, Senior Director Global HR Operations, Best Buy
Lisa Knutson, SVP HR, The EW Scripps Company


Summit Co-Chairpersons welcome Summit delegates

8:30 – 9:15 am

Keynote Speaker
Roger Gaston, Senior VP Human Resources, Avaya
Will Colon, VP HR Management, Convergys (introduction and Q&A)


Mr. Gaston will share his perspective on the future role of the HR Practitioner and their role in leading human capital management in a global economy and the results of Avaya’s “best-of-breed” approach to HR.

Sponsored by Convergys

9:15 – 10:00 am

Featured Case Study
HRO As Innovation Driver: Creating Learning Ecosystems With Web 2.0 Innovations
Gary Oliver,  Executive Director HR, AT&T
Bob Redell, Area Manager, AT&T
Joseph Farrell, Program Executive, IBM
Garry Moore, Solutions Architect, IBM
Bradley Jones, Senior Delivery Program Manager, IBM


Learn how the right Web 2.0 technology, combined with rapid instructional design methodologies, can elevate the learning experience and produce a fun, engaging and rewarding event. Also, see how the formal and informal learning worlds collide to optimize learning and ongoing discovery.


This session will provide three unique perspectives during a client case study walk-through. Instructional design, technology, and the all-important end user experience will be discussed as you journey through the phases of creating a Learning Ecosystem. Learn tips, tools and techniques for requirements gathering, developing creative solutions, rapid development, phased implementation, metrics, and on-going maintenance. This session will also provide you with ideas on how to get started.
10:00 - 10:45

Networking Break
Refreshments and time to connect with other Summit delegates


Sponsored by Winston Financial


Track One:

Track Two:

10:45 – 11:45

HRO Renewal Best Practices
Stephen Ditty, VP HR Management, Convergys
Stan Lepeak, Managing Director Global Research, EquaSiis Research


As the HR BPO industry approaches maturity, early adopters are in the process of renewing contracts.  Set against the backdrop of an economic downturn, tightening budgets, and a changing technology landscape, buyers are accelerating renewal negotiations in exchange for vendor concessions.


In this session, Convergys, along with EquaSiis Research, will share actual case-studies, their insights on the HR BPO market, best practices, and key considerations when negotiating contract renewals.

Account Management and HRO Governance Best Practices
Mike Andrus, Director HR Operations, Catholic Health Initiatives
Bryan Sansbury, VP and HR BPO Business Unit Leader, Hewitt Associates
Patrick Burke, Outsourcing Account Executive


The continuing evolution of HR BPO provides additional opportunities for companies to take advantage of the lessons learned from organizations that have already successfully made the transition. Hear from Catholic Health Initiatives and Hewitt Associates as they share both buyer and provider perspectives on making HR BPO work in less time and with fewer missteps. In this session, hear about the pitfalls you should avoid and the actions you need to take to ensure successful outcomes for buyer and provider.   

11:45 – 1:30 pm

Lunch Keynote: The Future of Capitalism and the Role of Finance & HR Leaders
Senator John Sununu (R-NH Retired), Senior Republican on TARP Commission.  In a time of financial uncertainty, people look for clarity, confidence, and an insider’s perspective. As one of five panel members responsible for the oversight of TARP funds, Sen. John Sununu provides an in-depth look at the changing economic environment, discusses the role of the government and financial institutions, and outlines America’s economic future. A former member of the Senate Committees on Finance and Banking, Sen. Sununu will share his work on reforming financial giants Fannie Mae and Freddie Mac and the new regulatory structure affecting the financial services market.  He will also provide HR and Finance Leaders with a roadmap for how they can play a role in rebuilding capitalism.


Sponsored by ACS

TIME Track One: Track Two: Track Three:

1:30 – 2:30 pm

Building the Right Retained Function to Support HRO
Cynthia DeFidelto, Principal, Towers Perrin
Meg Paschall, Principal, Towers Perrin


When done effectively, outsourcing can accomplish many things for an organization: reduced costs, improved service quality, greater leverage of resources and improved efficiencies across a variety of business processes.  And part of realizing the effects of outsourcing's success means, by necessity, recasting the original function—and many organizations simply are not prepared or equipped to effectively transform their retained functions.  Yet it's one of the most important aspects of the outsourcing arrangement, and getting it right is key to not only reaching your goals, but to taking advantage of the transformation benefits that outsourcing can offer.


How does outsourcing affect the need to build and maintain the ideal internal function?  How will it need to change?  What will it take for the unit to continue to make a contribution?  What kinds of people and roles will it need?  Who will be responsible for its creation and success?

Building a Business Case for HRO
David Brown, Managing Director, EquaTerra
David Wall, Senior Advisor, TPI


A solid business case is the foundation of any assessment of HR delivery models. It is the baseline against which your alternatives are measured and a key factor in whether you can sell your recommended solution to the C-suite. So, how do you ensure you have a business case that can withstand CFO scrutiny and communicates the true business value of your chosen direction?

Experts from advisory firms TPI and EquaTerra will guide you through the key components of developing a business case, identify common challenges and potential mitigations and explore areas of business value that often are overlooked and ways to represent these qualitative benefits in hard dollar savings.

Pre-Arranged Buyer/Provider Breakout Sessions


Buyers meet with their providers to discuss HRO.  Open to existing buyers only.
2:30 – 3:30 pm

Leading Large Scale Change.  Chris McGoff, Founder & CEO of The Clearing

Helping organizations drive to consensus and solve their “fourth quadrant” problems — those problems involving the highest levels of stakeholder and technological complexity.


At the World Bank he helped the organization create a new formula for aid allocation that minimized the problem of corruption and renewed the World Bank’s power to address global poverty.  He will share lessons from this and many other client cases on how to create consensus and lead in the midst of organization-wide change.

Mr. McGoff’s client list includes most of the agencies of the U.S. Federal Government as well as a wide range of organizations including IBM, AARP, Consol Energy, DuPont, the United Nations, and Boeing. Mr. McGoff has facilitated strategy sessions for over 10,000 government and industry professionals.

Sponsored by Wipro

Pre-Arranged Buyer/Provider Breakout Sessions


Buyers meet with their providers to discuss HRO.  Open to existing buyers only.

3:30 – 4:15 pm

Networking Break
Refreshments and time to connect with other Summit delegates


Sponsored by Winston Financial

Track Three:
Pre-Arranged Buyer/Provider Breakout Sessions


Buyers meet with their providers to discuss HRO.  Open to existing buyers only.

4:15 – 5:15 pm

Recruiting Process Outsourcing (RPO) Panel Discussion
Barry Mills, Director Channel Solutions, Taleo (moderator)
Nury Plumley, Global Staffing Programs Americas and Europe Staffing Manager, Agilent
Wayne Chattaway, America’s Practice Leader RPO Services, IBM
Annamarie Phillips, VP, SourceRight Solutions


Facilitated discussion with buyer organizations that have approached outsourcing of their recruitment functions from varying perspectives, including bundled within their enterprise HRO deal and stand-alone RPO solutions.

Market HRO Buyers Group Panel Discussion
Robert Zampetti, Principal, Towers Perrin
Meg Paschall, Principal, Towers Perrin
Members of the Large Market HRO Buyers Group


What are outsourced companies doing right now to improve service quality, realize cost improvements and realize efficiencies in their outsourcing arrangements?  What distinguishes long-term outsourcers (pioneers) from new entrants (rookies), and what can the two groups learn from one another?  What are the most significant emerging--and proven--best practices in outsourcing governance, measurement and business process improvement?  How can an outsourced company best optimize its retained function, post-outsourcing?


Each year since 2004, the Large Market HRO Buyers Group has answered these and other questions as it assesses its successes and ongoing challenges in an annual research study.  Join this session to learn what this year's findings reveal about both ongoing and emerging trends in outsourcing.  The study examines, on both a broad and detailed scale, what organizations can do to improve their outsourcing outcomes in terms of quality, cost effectiveness and efficiency.

Pre-Arranged Buyer/Provider Breakout Sessions


Buyers meet with their providers to discuss HRO.  Open to existing buyers only.
5:15 – 6:00 pm Unscheduled Time

6:00 – 8:00 pm


Sponsored by ADP


^ To the Top


Day 3: Full Summit (Continued)

The Summit continues the third day with keynote presentations, working sessions, and discussion groups open to all.



Plenary Sessions

7:00 – 10:00 pm

Registration Open

7:00 – 8:00 am


8:00 – 9:00 am

Track One:
The ROI to Alignment and Change Management
Laura Stone, CEO and Founder, Stone + Company

Whether you’re considering HRO or are an experienced buyer, learn practical steps and key questions you should be asking in order to effectively manage change within your organization.  Hear Stone + Company’s approach to organizational change management for large scale outsourcing engagements using true buyer experiences.  Learn how to quantify the ROI for change management as you implement or make changes to your HRO deal.

Track Two:
HRO Market Update
Debora Card, Associate Partner, TPI
Jeff Croyle, Partner, TPI
Joan Tarantola, The Hartford

Join TPI for an exclusive update on the current HRO Market, including:

  • Service Provider market share, capabilities and strategy
  • A view from TPI’s Prevalence DatabaseTM into what your peers are buying
  • Latest Trends in Market Pricing and Terms from TPI’s Mark-to-Market DatabaseTM
  • How are SaaS, standardization, best-of-breed and multi-sourcing trends affecting the industry and buyers’ choices.


Note: This session is open to buyers and prospective buyers only.

9:00 – 10:00 am

Track One:
Impact of Customized vs. Standardized HRO on Technology Best Practices
Mark Trepanier, Managing Director, EquaTerra (moderator)
Barth Yorke, Sr. Manager HR Systems and Vendor Management, FifthThird Bank
Marissa Hedengren, VP HR Operations, Prudential
Kevin McDonald, Director HR Operations, Scripps
Mary Sue Rogers, IBM
Cay Gliebe, VP Sales and Marketing, NorthgateArinso


Buyers can face a bewildering set of options in considering HRO.  One fundamental question is the degree to which a buyer is looking to leverage a standard market offering, or sees business value in having the market create a customized offering for them.  This panel will examine the choices buyers typically make, and the advantages and disadvantages to alternative courses of action, in the context of integrating into the buyer’s existing IT infrastructure and protocols.

Track Two:
Learning Panel Discussion
Jeff Croyle, Partner, TPI (moderator)
Mark Hill, Global Growth and Offering Lead, Learning, Accenture
Richard Klingshirn, Executive Managing Director, ACS
Joseph Farrell, Program Executive, IBM


Most firms outsource small, distinct aspects of training like specialized content development but, have you ever considered a more holistic approach to sourcing some of your learning services?  This panel session will focus on the Learning Services market, the typical services that buyers are interested in whether stand-alone or part of a bundled HRO deal, the benefits and challenges of outsourcing learning services and why we haven’t seen more of these learning services deals.  Learning subject matter experts from selected service providers will be on hand to present their perspective and answer your questions.
10:00 – 10:45 am

Networking Break
Refreshments and time to connect with other Summit delegates


Sponsored by Winston Financial


Track One

Track Two

10:45 – 11:45 am

HRO Service Catalogue
Justin Duke, ADP
Angela Morrow, Senior Manager Solutions Marketing, Convergys
Neil McEwen, PA Consulting
Debora Card, Associate Partner, TPI


A presentation by members of the HROA Standards Committee on the recently released HROA HRO Service Catalogue.  This is an excellent session for those new to or considering HRO to learn about HRO service taxonomy, how to access and use the Service Catalog, and how to contribute information for future releases.


Workforce Analytics, A Step Beyond HR Transactional Reporting
Rishi Agarwal, Global Reporting and Analytics Leader, IBM


Traditionally, HR organizations have been focused on day-to-day HR operational and transactional reporting. Given the paradigm shift of HR becoming a strategic function, the need for workforce management/measurement is gaining steam. Yet a recent global human capital study IBM conducted found that less than 10 percent of companies use workforce data to make insightful business decisions…and in today’s challenging economic climate, failure to leverage reliable, consistent information regarding key workforce measures such as demographics, compensation, attrition and costs in the context of business strategies and goals could equate to outright failure for many companies.  The audience will learn when, why and how to harness the power of workforce analytics.

11:45 – 12:45 pm

HRO and Innovation
Mike Atwood, Managing Director, The Hackett Group (moderator)
LeAnne Andersen, Senior Director Global HR Operations, Best Buy
Lisa Knutson, Sr. VP HR, E.W. Scripps Company
Jack Oney, Purchasing Group Manager, Procter & Gamble


Although many companies outsource to improve efficiency, outsourcing is also a way for companies to become more effective.  Transformational outsourcing is one way companies can become more efficient and more effective.  This session will describe the conditions, pre-requisites and approach for successful Transformational Outsourcing.


For many companies who have already outsourced, Transformational Outsourcing may not be an option.  In many of these cases, innovation was not an outsourcing objective.  The purpose for outsourcing was merely to “lift and shift” HR activities to reduce cost.  Where innovation was the intended objective, some companies have found that the “state-of–the-art“ moved passed them.  This session will describe strategies to move “beyond-the-lift“ and get on the road toward Transformational Outsourcing.

Getting SaaSy—Is This the New Face of HRM Software?
Naomi Bloom, Bloom Wallace (moderator)
Mike Capone, Corporate VP and CIO, ADP
Lowell Williams, Executive Director, EquaTerra
Christian Baader, VP Strategy and Marketing, SAP


There’s lots of buzz about SaaS, but what is it really? What’s available right now versus what’s coming? How does SaaS change the vendor/customer relationship? How does a client actually buy into SaaS and with what differences in the evaluation process? What can you expect in terms of vendor dedication and service, and how does this vary with the scope of the SaaS offering? What are the on-going governance issues, implementation and support challenges when SaaS becomes a part of your HRM delivery system’s mix of on-premise software, shared services, selective to multi-process BPO, etc.?  What are the practical and expectable differences between today’s world and a SaaSier one? What do we know today, and what is just speculation or slideware?  We have been discussing SaaS for a while, but there are now enough large, global as well as middle market implementations in various stages from underway or nearly completed to well into production for us to be able to judge what’s real, what’s doable, what’s desirable and how best to fit SaaS into our HRM delivery system’s strategy and design.


Naomi Bloom brings not only deep expertise in previous systems architectures and functions but also has the insight to determine what will function well and whether all the providers of software will sell the same things or differentiate their offerings,  and if so, what the key differences may be in the next two to three years.

12:30 – 2:00 pm

Lunch and Formal Summit Close

Network with fellow Summit attendees over lunch

2:00 – 4:30 pm

Pre-Arranged Meetings
Take advantage of this time to meet with your peers in pre-arranged meetings or social gatherings

4:30 pm



^ To the Top


Terms and Conditions

© 2009 SharedXpertise

343 Thornall Street, Suite 515, Edison, New Jersey 08837 | HRO Summit North America 2009 - Register now