7:00–8:00 AM

Registration and Breakfast

8:00–8:10 AM

Welcome Remarks
Speaker: Jesus Romero, Head, Globe Business

8:10–8:25 AM

Presentation: What Does Quality Certification Do for the IT-BPO Industry
The latest BPA/P-O2P survey provides insights into the perspectives of key industry
executives on the impact of quality certifications on processes and client acquisition.

Speaker: Gigi Virata, Senior Executive Director, BPAP

8:25-9:15 AM

Presentation: Explaining the Quality Roadmap
ECCI Group conducted an industry analysis and benchmarking study of the Philippine IT-BPO sector, comparing it to regional and global IT-BPO counterparts. It included an analysis of best practices and options available for certifications, standards, and methodologies. The product of these efforts is a recommended plan for the development of process excellence capabilities for IT-BPOs and shared services facilities in the Philippines. What firms lead the industry in QA process excellence? What does it contribute to perceived and real competitiveness?

Speaker: Karthik Subburaman, Country Manager, ECCI Group

9:10–10:15 AM

Panel: What Does this Mean for my Organization
This all sounds good, but what does it mean for my organization in practical terms?
Does it provide competitive advantage, or just provide industry parity? How does it
impact my employees? What does it cost?

Moderator: Ian Aitchison, Chief Executive Officer, COPC Asia Pacific Inc.

Panelists:
Alejandro P. Melchor III, Information and Communications Technology Office, Department of Science and Technology

Jeff Williams, President, Medicall

James M. Donovan, President and CEO, ADEC Group

Cecilia Lopez, Vice President for Quality, SPi Global

Haydee Anunciacion, Head of Quality and Project Services, Logica Philippines

Marc Smith, General Manager, PricewaterhouseCoopers Shared Service

Raj Nair, Vice President for Services Delivery, Sutherland Global Services

10:15–10:30 AM

Launch of Quality Roadmap
Speaker: Raymond Lacdao, Executive Director for Industry Affairs, BPAP

10:30-10:40 AM

Closing Remarks
Speaker: Penny Bongato, Executive Director for Talent, BPAP