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1 PRODUCED BY

2 Welcome Note Business process outsourcing (BPO) is a way in which a company delegates some of its business processes to another party, usually a company, on payment of some fee by passing over total control of process to them. By doing this, the company aims to realize one or more of the following benefits: 1. Increase efficiency and revenue 2. Achieve cost reductions 3. Gain outside expertise 4. Focus on the company s core business 5. Better adapt to changing customer demands In Kuwait and the GCC region, businesses traditionally outsource processes or sometimes sub-processes related to IT, HR, and general services. The focus is often on manpower, both skilled and unskilled. Thomas J. Peter, an American writer on business management practices, said: Do what you do best and outsource the rest. Whatever your objective is for your own business, we strive to help you realize it in our upcoming conference: Business Process Outsourcing Conference. More specifically our goal is to help you maximize outcomes and minimize risks for your business. We look forward to meeting you at the Business Process Outsourcing Conference Minimizing risks and maximizing business outcomes, which will be held on May 2016 in Radisson Blu Hotel, Kuwait. Make sure you mark your calendar! Best Regards Organizing Committee

3 Overview & Value Business process outsourcing (BPO) is a widely used strategy globally and in our region. Like any management strategy, care should be taken to ensure proper implementation and maximal yield. In this Conference, we survey recent trends in business process outsourcing. We focus on the challenges, opportunities, and lessons learned in implementing BPO in our region. The Business Process Outsourcing Conference provides an opportunity for individuals and organizations to learn, network, and get answers from international and local practicing business process outsourcing experts. Conference Topics h Outsourcing strategies, frameworks, and models h Functions and services most apt for outsourcing (e.g. finance, legal, facilities management, HR, customer service, procurement, IT) h Outsourcing vs. insourcing h Legislation and regulation impact on outsourcing h Shared services vs. outsourcing h The risks of outsourcing and mitigation strategies h Model contracts in BPO and BPO right to audit h SLAs for vendors and SLEs for internal customers h The scenario for optimal outsourcing model for Kuwait and the Gulf region h BPO global & regional trends h Challenges & opportunities of BPO in Kuwait and the Gulf region h BPO and the national-expat ratio paradox h Impact of technology developments (e.g. cloud computing, big data, gamification, crowdsourcing) on BPO h Successful & lessons-learned in implementing BPO in Kuwait and the Gulf region Benefits of Attendance Attendees will h Learn what it takes to successfully deploy strategies using business process outsourcing techniques. h Become aware of how business process outsourcing tools are used. h Learn the status of outsourcing in our region; and ideas on how to leverage opportunities and face-up challenges to outsource the hard tasks for the benefit of the company. h Have the opportunity to network and potentially get answers to their questions on business process outsourcing and insourcing. Who should attend? h C-level executives; i.e. CCO (chief compliance officer), CEO (chief executive officer), CIO (chief information officer) h Executive, Directors and Managers with Responsibility for Outsourcing Manpower, Functions, and Services h HR, Finance, Purchasing, Legal, Administration, IT, Facilities, Manufacturing, Logistics, Service Delivery and related Business Functions h Risk management professionals h Government Officials, Marketing, Sales and Delivery Professionals from across the sourcing industry h International and local sourcing firms

4 Opening Session Session One Session Two Session Three 24 May :00 08:30 Registration 08:30 08:40 Opening Remarks Prof. Tariq A. Aldowaisan, Founder & Senior Consultant, Gulf Lead Consultants (GLC) 08:40 09:10 Rabea Ataya, CEO, Bayt 09:10 09:40 Effective O&M Programs Through Outsourcing Management Sultan Al-Khuraissi, General Manager - Operation and Maintenance, Royal Commission for Jubail and Yanbu 09:40 10:10 Qusai Al-Shatti, Deputy Director General Information Technology Sector, Central Agency for Information Technology (CAIT) 10:10 10:25 Networking break 10:25 10:55 Outsourcing and Localization Marcos Mayo, Director in Supply Management, A.T. Kearney 10:55 11:25 BPO Journey Challenges & Success Factors Jamal Al-Enezi, Team Leader Information Security Group - Corporate Information Technology Group, Kuwait Oil Company (KOC) 11:25 11:55 ISO 37500:2014 Guidance on Outsourcing Hessa Al-Wuhaib & Youmna Hashem, IMSE Students of KU and Interns at Gulf Lead Consultants (GLC) 11:55 12:15 Panel discussion 12:15 12:55 Networking Break 12:55 13:25 IT Outsourcing Experience & History in KNPC Abdulaziz Al-Duaij, Manager - Information Technology, Kuwait National Petroleum Technology (KNPC) 13:25 13:55 Corporate Governance, Ethics and Culture in Outsourcing Nasser Jamalkhan, International Market Consultant, EMEA 13:55 14:15 Panel discussion 14:15 15:00 Lunch & End of Day One 25 May :30 09:00 The Outsourcing Dilemma Eng. Hashim Al-Rifai, Ex-Secretary General, Supreme Council for Planning & Development (SCPD) 09:00 09:30 Outsourcing IT Services and Implementing IT Service Management Walid Dirani, Executive Director Managed Services, Diyar United Co. (DUC) 09:30 10:00 Outsourcing in General Services KU Experience Dr. Adam Al-Mulla, Assistant Secretary General, Kuwait University 10:00 10:20 Panel discussion 10:20 10:45 Networking Break 10:45 11:15 Legal Aspects of outsourcing contracts Dr. Sami Al-Anzy, Public Authority for Applied Education & Training (PAAET) 11:15 11:45 BPO Re-invented - Reap the Rewards of Business Process Re-invention Yahya Mahmoud, Associate Partner IBM Global Services Business, IBM (Middle East, Africa & Turkey) 11:45 12:05 Panel discussion 12:05 12:45 Networking Break 12:45 14:00 Ideas Consolidating Session Facilitated by: Prof. Tariq A. Aldowaisan Prof. Tariq A. Aldowaisan will summarize the key ideas raised during the presentations over the last two days, and he will engage the participants to brainstorm on how best to implement these ideas. 14:00 15:00 Lunch & End of Day Two Session Four Conference Agenda 26 May :00 13:50 Workshop : Outsourcing Managing Risk and Quality Assurance Nasser Jamalkhan Programme Director for Global Marketing Network in Outsourcing Certified Trainer for the International Association of Outsourcing Professionals(IAOP) Executive Board Member & International Consultant, Open Source Development Ltd. UK The aim of this workshop is to provide attendees with the ability to evaluate the risks in managing outsourcing contracts. There is also an opportunity to learn about the importance of project management in outsourcing, audit and the providers working environment. Upon completion of this workshop the participant will have acquired enough experience and understanding from theories, case studies and a written project. 13:50 15:00 Lunch & End of Conference

5 REGISTRATION FEES: KD 500 Conference admittance includes: Conference education and training, all general sessions and content sessions, coffee breaks, and lunch for the three days ( two days conference + one day workshop). All attendees will receive a certificate of attendance. PAYMENT POLICY Payment is due in full at the time of registration and includes lunches, refreshments and detailed conference materials. Your registration will not be confirmed until payment is received and may be subject to cancellation. PAYMENT DETAILS Payment through Cheque to be made in favour of Spatial Conferences and Exhibitions Company Payment through wire transfer to follow details as below : Payee : Spatial Conferences and Exhibitions Company Bank : Kuwait Finance House Account # Swift Code : K F H O K W K W IBAN: KW69KFHO CANCELLATION AND SUBSTITUTION POLICY Substitutions at no extra charge can be made up to 7 business days before the start of the conference. Cancellations must be received in writing or by fax to , more than 7 days before the conference is to be held in order to obtain full credit for any future conference. Cancellations received 7 days or less (including the seventh day) prior to the conference will not be credited. In order to confirm your sponsorship or Exhibition, please contact Mr. Salim Alanezi by Salim@spatialco.com. Phone: (+965) Fax: (+965) info@spatialco.com All registrations must be confirmed by PRODUCED BY