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105 -  Plug & Play Solutions: Sourcing Strategies for Today’s Organization
 Wednesday, November 07, 2007, 10:00 AM - 11:00 AM
Speakers:
Tim Dewey
Senior VP & General Manager, Enterprise Solutions
Zavata, Inc.

Tim Dewey is an executive with over 15 years of leadership and management experience. Tim is responsible for the vision, strategy and execution of the Business Process Outsourcing services for Zavatas Service Desk and Call Center solutions. Tim has been with Zavata since 1999 and has managed virtually every aspect of the company's Service Desk Solutions, including global operations, consulting, and Education services. He has implemented customer quality of service programs, deployed state-of-the-art VOIP technology for multi-customer centers, and successfully utilized Zavata's Knowledge Center Best Practices to set industry standards for service levels.
Session Description:
Strategic sourcing solutions today require unique and flexible approaches to support whereby the service provider is agile enough to deliver the right services at the right cost, and within a best practice framework identified by their customers. Mature process framework models such as ITIL now demand that next generation support models are flexible enough to integrate with the customer, and their existing business framework. Support models require logical layers of strategically sourced resources with integrated best practices so that they can bridge the knowledge gap across even the most complex organizations. Service delivery models also need to be comprehensive enough to support changes in customer environments, without draining their customer’s wallet.

This session will specifically address the following 4 key areas related to an organizations’sourcing strategy:

  • Workforce skill set and baseline requirements for meeting organizational demand based on the organizations process model framework, not the outsourcer!
  • Leveraging resources and knowledge capital to deliver the right services at the right cost while remaining scalable
  • Utilizing a global strategy for sourcing to expand your support services portfolio
  • Maximizing talent to improve your return on investment
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