| 7:30 am – 9:00 am |
Registration |
| |
MORNING COFFEE BREAK |
| 9:00 am – 9:45 am |
Morning Praise
Entrance of Colors
Father's Eyes Choir (Nova Foundation)
Motivational Activity
Facilitator: Lirio Mapa, Vice President, Center for Leadership and Change, Inc. / FranklinCovey
Convention Opening
Speaker: Jon Kaplan, President, TeleDevelopment Services, Inc.
Welcome Remarks
Speaker: Secretary Ray Anthony Roxas-Chua III, Chairman, Commission on Information and Communications Technology (CICT) |
| 9:45 am – 10:45 am |
Keynote Address: Opportunities, Roadblocks and Bridges to a Global BPO Industry
The Philippine BPO Industry has grown tremendously over the last decade. Amidst the global financial crisis, the Philippines has established itself as one of the top countries in the global offshoring and outsourcing industry. With China and Brazil emerging as eager takers, what is the Philippines up against in the next 10 years? What are the bigger opportunities that we need to gear up for? It is apparent that with the surge of business coming from Australia, Canada and the UK, the BPO Industry in Philippines will continue to grow, but not without challenges. What are these hurdles? What should the local industry do to manage these roadblocks and ultimately eliminate them?
Speaker: Oscar Sanez, President & Chief Executive Officer, Business Processing Association of the Philippines
|
| 10:45 am – 11:45 am |
Keynote Address: Knowledge Creation Vis-à-vis Innovation Efficiency: A Global Phenomenon
The competitive advantages of global companies are not only based on technologies, products, and services, but on the organizational potential to innovate continuously. Innovation efficiency, derived from a global scale of knowledge creation and experimentation, is a key success factor. Consequently, major catalysts such as deregulation, global competition, technological discontinuities and changing customer expectations have driven many organizations to shift their strategic management thinking toward creating new assets, instead of just efficiently utilizing their existing assets in place. This session will elaborate on how organizations (i) can adapt to speed, change and discontinuities; (ii) can create speed, change, and convert discontinuities into benefits, so they are given a better chance at becoming one of the major players in the global marketplace.
Speaker: Socorro Suarez, HR Leader, IBM Philippines |
| 11:45 am – 1:00 pm |
LUNCH BREAK AND EXHIBIT VIEWING |
| 1:00 pm – 1:30 pm |
Teambuilding Activity: Five-Minute Games That Can Build Your Team
Let's play and learn! This session's take away? Quick, fun and fresh games that create immediate and long-lasting impact! Because trainers are fun!
Speaker: Facilitator: Lirio Mapa, Vice President, Center for Leadership and Change, Inc. / FranklinCovey |
| 1:30 pm – 2:30 pm |
Couch Discussion: Academic Evolution Towards 2020 Vision
This open discussion is a combination of the select panelists' insights, and inputs from the audience. Through this panel discussion, the following questions will be answered: What strategies does your organization institute to continue to grow the Filipino talent? Seeing how the talent has changed in the last 5 years, what is the academic sector doing to prevent the total depletion of talent? How is inadequate education addressed? Much of the effort is on higher education. How about the elementary and high school levels? How are the represented institutions supporting the academic sector? Given the present state of both the BPO and KPO, where there’s a dismal lack in qualified talent, what type of retooling are you propagating? Are there any areas that need more complex training?
Moderator: Jon Kaplan, President, TeleDevelopment Services, Inc.
Forum Experts:
Atty. Jamea Garcia, Talent Development Director, Business Processing Association of the Philippines (BPAP)
Mark Philip Galutera, Managing Director for Philippine Operations, DSM Manila LLC
Lhoree Valerio, Chief Marketing Officer, Philippine Society for Training and Development (PSTD)
Dr. Vicente Fabella, Ph.D., President, Jose Rizal University
Oscar L. Contreras, Jr., FPM, Chairman, Human Resource Innovations &
Solutions, Inc. (HURIS) and Past President, People Management Association of the
Philippines |
| 2:30 pm – 3:30 pm |
Keynote Address: The 21st Century Socratic Approach to Inter-generational Management
Today's First Line or Key Management team may be a combination of traditionalists, baby boomers, digital adaptives, and digital natives/millenials who have different ways of learning, behaviors and work attitudes. This session will focus on strategies in managing this dynamic workforce by learning techniques on how to bring together the content based, rigid, knowledge-focused learning experiences of the traditionalists and baby boomers, and the experiential, practical, reflective and conversational learning experiences of generations X & Y and the millenials.
Speaker: Federico Marquez, Jr., Vice President for Human Resources, St.
Luke's Medical Center |
| 3:30 pm – 4:00 pm |
COFFEE BREAK AND EXHIBIT VIEWING |
| 4:00 pm – 5:00 pm |
Executive Forum: Top Minds Speak: Thriving in an Increasingly Competitive Marketplace
In the face of stiff competition and the growing demand for increased customer service levels, improved professionalism, and adherence to exacting global standards, how do major Filipino companies leverage training to meet these challenges? In this forum, top executives share best practices on how they maximize their investment in training to produce fresh talents or retool and revitalize senior ones, in a way that transforms them into arbiters of international standards, repositories of knowledge, and process leaders – strategies, techniques, and a mindset that keep them on top of the games.
Moderator: Michael Alan Hamlin, Managing Director, TeamAsia
Executive Panelists:
Tim Hardin, Senior Vice President - Operations, Customer Interaction Center, SPi Global Solutions
Jericho Go, First Vice President , Megaworld Corporation
Nerissa Ramos, First Vice President, PLDT
Dondi Mapa, Managing Director, Business Performance, Duotal |
| 5:00 pm |
DAY ONE CLOSING |
| 7:30 am – 9:00 am |
Registration |
| BREAKOUT SESSIONS |
| 9:00 am – 10:30 am |
E-Learning Design For Dummies
Whether or not you have prior experience with e-Learning Design, this practical,
hands-on mini-workshop will provide you with key fundamental skills to create
e-Learning initiatives that deliver results. The cutting-edge information from
an e-Learning development expert will enable you to immediately apply what you
have learned to your chosen project. Learn essential techniques in defining
the ROI for your e-learning projects. Standardize your e-Learning design and
development processes, and ensure consistency and cost-effectiveness.
Gain the tools to maximize the benefits of your e-Learning initiatives by
promoting transfer and application of new knowledge and skill in your workplace
quickly - and on target. Be sure to bring your laptop to the workshop!
Speaker: Rowena Bagadion, President, Animation Council of the Philippines (ACPI) |
Propelling a Digital Workforce: The ABC of X and Y
As technology has changed, so has the learner. Generation X, the Digital
Adaptives, and generation Y, the Digital Natives or "Millenials" are
comfortable and adept in using new technologies as tools and resources
for learning. Technology is power, but to fully realize this, organizations
must utilize technology in ways that align with the needs of their digital
workforce. How can companies use various media such as twitter, facebook,
youtube, etc., to appeal to the younger generations digitally? How can the
new media, the information age economy and the digital natives drive change
and open opportunity, even in the face of the economic downturn?
You can turn the NetGeners’ talents and worldview into competitive advantage!
Speaker: May Arboleda-Cuevas, Chief Executive Officer, PeopleSparx |
Synergy that Sells: Aligning Recruitment, Training and Operational Processes
with Business Goals
A strategic look at what each stakeholder within the call center and BPO companies
is doing to make sure that all programs, processes, and strategies support
and are geared towards the company's business goal/s. Find out how call
centers/BPO companies align recruiting processes with their training programs.
Understand the challenges as well as the perks of being guided by one goal.
After all the recruiting, training, and coaching and mentoring efforts - at the
end of the day - the question is, do all of these translate to business growth?
This session aims to explore how this can be done and what the roles of each
stakeholder are.
Speaker: Linda Chando, Vice President for Operations, CyberCity
|
| 10:30 am – 10:45 am |
COFFEE BREAK AND EXHIBIT VIEWING |
| 10:45 am – 12:00 pm |
The Rubber Band Effect in Training
A rubber band stretched and let go of snaps back to almost its original
shape. The same can apply to leadership and executive development work.
Employees who have been sent to leadership development events come back to
work really excited. But it is hard to see the impact months later. How can
organizations make these investments in a way that shows sustained results?
Organizations looking for broad change, significant increases in performance,
a reinvention of organizational culture or other major change will have to involve
enough of the right people at the right level to ensure that the new point of
view can sustain itself. When is executive development most effective? How
can teams be self-sustaining and therefore deliver more value than a single
individual?
Speaker: Michael Villanueva, Managing Director - Shared Services, StarTek
Inc.
|
Centrally Developed and Locally Delivered Training
What's happening and what's happening in theory? Many companies provide
training but very few invest on designing and developing their own materials
and curriculum. Most companies have standard training materials and curriculum
that are rolled out on a regular basis. But how much of these are homegrown?
How much of these were created specifically by and for the program it is
intended for? What are the advantages and disadvantages of having a centralized
Design and Development team? In this session, learn about the success story/ies
of (a) company/ies who've invested on a strong design and development team.
See the value of their investment and visualize how you can start your own.
If you plan to have one, why and why not?
Speaker: Benedict Salvador, Senior Director - Training and Development Department, Integra Business Processing Solutions Inc.
|
Quadruple Metrics for a Unified Goal: The Ultimate Bottomline Scorecard (Performance Management)
Calibration, alignment, and consistency are all common terms within the industry. How far have we gone in
realizing these? With all the different client requirements and expectations,
is there a way to consolidate them into one ultimate evaluation tool? Find out
how recruiting and training tools can be made consistent with QA and operations
metrics. What makes recruiting so sure that they are hiring the right people?
What makes training say that they are successful in providing the right skills
set? How can QA and operations be sure that their newbies are the right fit and
can do a good job? This session aims to reveal the secret to the ultimate
scorecard - what's in it and how it can be achieved.
Speaker: Jim Griffin, President, Polaris Vanguard LLC
|
| 12:00 nn – 1:15 pm |
LUNCH BREAK AND EXHIBIT VIEWING |
| 1:15 pm – 2:30 pm |
Transforming the Corporate Learning Landscape:
Re-using, Recycling materials to create eLearning
Courseware/Blended Learning)
Can training recycle or re-use training materials to create motivational
and energized e-learning courseware? Can it also be used for blended learning?
Speaker: Joel Yuvienco, Social Media Technology Consultant & Educator
|
The Anatomy of Experiential Learning: A Cross-Sectional Analysis
Experiential learning has always been associated with role-plays and
hands-on activities. But it’s really more than that. In this session, discover
the real meaning of experiential learning. What does it take to be an
effective experiential learning facilitator? What strategies and tools can be
used to maximize experiential learning in the training design? How does the
execution impact the individual’s total learning experience?
Speaker: Louie Banta, Founder and Lead Consultant, LJMB Consultancy Services
|
Developing a Multi-Dimensional Knowledge Management Framework Towards
Organizational Sustainability
Knowledge management covers a range of practices used in an
organization to identify, create, represent, distribute and enable
adoption of insights and experiences that represent knowledge, either
embodied in individuals or in the organizational processes or practice.
How can an organization craft its knowledge management framework in such
a way that all sources of knowledge are represented? And how can this framework
be leveraged in order to make the exchange of information, as well as the flow
of processes, both seamless and streamlined?
Speaker: Prabakhar Bisen, Chief Executive Officer, WNS Philippimes, Inc.
|
| 2:30 pm – 2:45 pm |
COFFEE BREAK AND EXHIBIT VIEWING |
| 2:45 pm – 4:00 pm |
Creating World-Class Frontline Management for a Global Audience
How should training professionals plan, conduct, reinforce, and measure
high-quality training for a global audience? How do you institute a
management development program that gains buy-in and support from every
level of the organization? How do you quantify the success of a "soft skills"
program? How do you make global managers working for different
subsidiaries and/or divisions and who may not have English as their primary
language work together? Whom do you partner with to ensure external credibility
with internal examples? How do you reinforce the program to ensure that
managers are applying the skills on the job? And how do you model the
corporate values in the program? In this session, learn and experience how
your frontline managers can walk away with increased skills, knowledge, and
abilities to perform and exceed job expectations, providing bench strength
to your company's continuous growth.
Speaker: Gilda Lourdes Del Rosario, Senior Director – HR, Convergys Corporation
|
Making it Real: When Unconventional is Practical
Accent. Command of the language. Culture. Active listening. Comprehension.
Attitude. Lack of rapport. All of these have been blamed for agents' poor
customer interaction and communication skills. Training has morphed a hundred
times and more just to put an end to "the" issue. But are we really doing things
right? Aside from tongue twisters, repeat-after-me drills, call simulations,
experiential learning and adult learning techniques that we claim to have
mastered... there's always something missing. What else can we do
differently? This session aims to bring us back to basics. It aims
to make us realize how we've made the most simple of things complicated
and consequently brought us more issues to address. Find out how the most
"mundane" things that we chose to take for granted can actually be the key
to solving all our troubles. Come out of this session being less conventional,
but more practical and effective.
Speaker: Teresita Gutierrez, Executive Coach in English and Speech / Communications Consultant, Speechpower |
Win Win Strategies in the Game of Talent Tug of War
It is undeniable that the talent pool has been depleted. The
scarcity of qualified people is a reality that companies just
have to deal with. Call center and BPO companies are hiring
non-stop and have resulted to all sorts of sourcing and
recruiting strategies just to meet their targets. Unfortunately,
there are a few players who have resulted to "unacceptable"
practice. It is possible that the talent tug of war has gone
dirty. The good news is business ethics and integrity are not
all lost. Some companies have maintained and imposed their
inherent company values and are playing a fair game. The tug of
war is not a war after all. This session will try to acknowledge
the efforts of these of companies by providing insights on how they
thrive in the ever competitive environment. How do they maintain a
healthy competition and even manage to support each other? Or is this
all for show?
Speaker: Rajiv Dhand, Vice President – Operations, TELUS International
Philippines, Inc.
|
| 4:00 pm – 6:00 pm |
AWARD CEREMONIES |