Day 1, Monday (2 November 2009)

9:00am - 9:30am

Welcoming Remarks (JP Sabourin)

9:30am – 10.00am

Introductions (Gail Verley)

10.00am - 10.45am 

Claims and Recoveries Paper – Overview (Rose Kushmeider)

10:45am - 11:00am 

Group Photo

11:00am - 11:30am 

Break

11:30am - 12:30pm

Host Country Experience (Malaysia)

12:30pm - 1:30pm   

Lunch

1:30pm - 2:30pm

Panel - Customer Communication (Don Inscoe, Moderator)
Key Presentation – UK (Karen Gibbons)
Panel Members – Philippines, Canada, Turkey, Nigeria

2:30pm - 3:30pm

Case Study Break Out Session (Judy Dupre, Lead)

3:30pm - 4:00pm

Break

4:00pm - 5:00pm

Turkey Case Study (Nurçin Erel)

7:00pm – 9:00pm

Dinner hosted by MDIC

Day 2, Tuesday (3 November 2009)

9:00am - 10:00am

Canada Experience (Scott Hayes)

10:00am - 11:00am 

Philippines Experience (Luisito Carreon)

11:00am - 11:30am 

Break

11:30am - 12:30pm 

Mexico Experience (Guillermo Lopez)

12:30pm - 1:30pm

Lunch

1:30pm - 2:30pm

Case Study Break Out Session (Judy Dupre, Lead)

2:30pm - 4:00pm     

Panel - Developing Effective Automation (Don Inscoe, Moderator)
Key Presentation – U.S. (Gail Verley)
Panel Members – Russia, Mexico, Malaysia, UK

4:00pm - 5:00pm

US Experience (Shilpa Shah)

5:00pm

End of Day 2

Day 3, Wednesday (4 November 2009)

9:00am - 10:00am

UK Experience (Sophie Schuil-Brewer)

10:00am - 11.00am 

Russia Experience (Alexander Chumaev)

11:00am - 11:30am 

Break

11:30pm - 12:30pm 

Nigeria Case Study (Adedapo A. Adeleke)

12:30pm – 1:30pm

Lunch

1:30pm – 2:30pm

India Experience (M K Samantaray)

2:30pm - 3.30pm

Case Study Break Out Session (Judy Dupre, Lead)

3:30pm - 4:00pm

Break

4:00pm - 5:00pm

Panel - Questions from Small Groups (Don Inscoe, Moderator)
Panel Members – Canada, Philippines, Mexico, Russia, 
                             Malaysia, US, India

5:00pm - 5:30pm

Evaluation and Closing Remarks (Gail Verley/ Lai Wai Keen)

5:30pm

End of Day 3