Institute for International Research

Pre-Conference AM Workshop A:
Offshoring & Outsourcing: Implementation and Risk Reduction

Going offshore requires new approaches to both program management and risk reduction. The most common causes of failure are poor recruitment at all levels, inadequate attention to training, and attempting to shift too much work too quickly. Some firms go offshore with the same exuberance and lack of caution that tourists occasionally bring with them to New York City, leaving basic management principles behind in the U.S. Institution building and offshore management capabilities cannot be taken for granted, either in an outsourcing or captive facility environment. This workshop will discuss in detail:

1. Overcome fear factors as they relate to outsourcing and offshoring
2. Outsourcing versus offshoring at captive facilities
3. How to identify what can be outsourced and offshored
4. How to run an outsourcing project
5. Use of training to address quality issues
6. Protection of confidential information & maintaining YOUR core competencies, even in the heavily regulated pharmaceutical industry
7. Location considerations, including taxes

Facilitators:
Anthony Mitchell, CEO & Tara Bradford, Consultant – INTERNATIONALSTAFF.NET LLC

Anthony Mitchell has nineteen years of experience planning, negotiating and managing outsourcing projects for customer service, business process outsourcing, and software development. A columnist for E-Commerce Times and CRM Buyer, Anthony is the author of more than 50 articles on outsourcing, offshoring, and data security. Through InternationalStaff.net, he represents U.S. outsourcing clients in India, Pakistan, and the Philippines.

Pre-Conference AM Workshop B:
HIPAA – A Pharma Contact Center Opportunity Disguised as a Regulatory Burden

Many pharma organizations perceive HIPAA compliance as a costly and overreaching burden. They continue to make the same old privacy errors, and miss valuable opportunities to gain the trust and loyalty of their constituents. Smarter firms are beginning to understand that HIPAA represents the leading edge of a fundamental social shift where privacy and security are becoming assets: brand strengths that can be leveraged into greater market share and shareholder value. They understand that major social shifts create opportunities for savvy organizations that comprehend such changes and rapidly exploit them. As they embrace new ways of doing business, contact centers are becoming knowledge management centers. HIPAA offers a risk reduction opportunity for the best-in-class to distinguish themselves from their competitors where it really counts: the bottom line. 

• Learn to avoid the most common privacy and security mistakes pharma contact centers make
• Understand how to implement truly effective privacy and security policies
• Discover secrets to seamless HIPAA compliance organization-wide
• Learn how prosecutors think about HIPAA compliance efforts, and how they decide what to prosecute
• Understand how to train–and how not to train–your employees on HIPAA 
• Learn the emerging privacy and security factors that will drive pharma contact center success

Facilitator:
Lesley Berkeyheiser, Principal & Founder – THE CLAYTON GROUP, LLC

The Clayton Group, LLC is an independent health care management consulting company. Lesley has over 20 years experience in the healthcare industry.  She actively participates as Security and Privacy Co-Chair for WEDi SNIP. Ms. Berkeyheiser is also content contributor and Vice President of Clayton-MacBain, LLC, creator of HIPAA Privacy Policy and Procedure Templates, creator of The Clayton Group HIPAA Templates, and participates as content contributor and serves as Board Member for PrivaPlan.

Pre-Conference PM Workshop C:
FDA Inspections of Contact Centers: Preparing, Surviving, & Moving On

The prospect of an FDA inspection can be terrifying, but even more so for the Contact Center that is unprepared. This workshop will provide you with the know-how to establish processes and documentation that comport with the regulations. This is critical as an FDA inspection is only the first step that could lead to a series of potentially damaging and costly regulatory enforcement actions. What you do NOW to prepare not only can keep your Center out of trouble later but also improve your daily operations. Come prepared to learn:

• What gives FDA the authority to inspect
• How to prepare long before the inspection so that FDA will never catch your Contact Center off-guard
• Knowing and firmly asserting your rights - How to handle the actual inspection by ensuring that your Contact Center does not lose control of the process or provide anything exceeding FDA's authority
• How to respond to inspection reports and revamp your processes as necessary

Facilitators:
Jodi Finder Harris Esq., Associate – BUCHANAN INGERSOLL & ROONEY P.C.
Glenda Kockrow, Director of Regulatory Affairs - PROSAR

Jodi Finder Harris is an associate with Buchanan Ingersoll & Rooney's NY office, in the Food and Drug Practice Group. Jodi concentrates her practice on matters regulated by the U.S. FDA, as well as related federal agencies and state regulatory bodies. She counsels pharma companies on matters related to the drug approval process and promotional and post-market issues.

Pre-Conference PM Workshop D:
Workforce Optimization: How to Find & Hold Onto Your Best Contact Center Talent, Agents, & Teams

Annual turnover in contact centers has reached epidemic levels, but how do you figure out why agents are leaving? It's increasingly clear that great agents help create and build great customer experience, but how do you identify best talent and find more agents like them? Some agents are fish out of water, so how do you find the right development or career pathing for them?

Teams often produce stronger results than individuals toiling alone, so how can you build and fortify team-based results, especially as work at home is becoming more prevalent? By attending this workshop you will walk away with the tools and skills necessary to optimize your workforce, especially for the in-house contact center.

Facilitator:
Bill Price, President – DRIVA SOLUTIONS & Former First Global Vice President of Customer Service – AMAZON.COM

Driva Solutions helps customers ranging from starting their first customer contact center to ones operating all over the world by "Creating and sustaining highly effective customer contact strategies and operations, locally and globally". Led by Bill Price, Amazon.com's first Global VP of Customer Service and staffed by other industry veterans who have all "been there", Driva Solutions provides three support programs: Contact Optimization (getting as much as possible from as few agent-handled contacts as possible), Performance Optimization (finding and holding onto best agents and best teams), and Sourcing Optimization (figuring out what to handle oneself vs. outsource, where in the world to operate contact centers or place agents at home, and how on earth to make it all work).