Knowledge Workforce Roadmap: HR Challenges in Global BPO Industry

“ Knowledge Workforce: A Roadmap ” HR CHALLENGES HR Roundtable “ Globalising People Skills” Friday, 2 September 2005

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deeper India’s outsourcing changing the world India: land of global sourcing

… is at an inflection point… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],India is now the 10th largest economy in the world (from #12 in 2003)…. ...India’s GDP is $ 692 Billion and growth rate of 6% annually

… is an emerging economic superpower… India would become the third largest economy after USA and China by 2050. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Among the BRIC group India alone has the potential to show the highest growth (over 5 percent) over the next 50 years. China Overtakes the G3; India is Close Behind India Shows Most Rapid Growth Potential of the BRICS The Largest Economies in 2050 China US India Japan Germany India Brazil China Russia

… and the leading offshore destination Excludes US, UK and Australia Near-shore Generated BPO Revenues Source: “Offshore BPO Delivery,” Nelson Hall, Q1 2004 Proportion of Total Offshore-Generated BPO Revenues (2003) India is a leading BPO offshore locale with strengths setting it apart from comparable locations. Offshore Location Attractiveness : Rating the Top 25 Source: “Offshore Location Attractiveness Index 2004,” A.T. Kearney Management Consultants, 2004 5% Mexico 1% China 1% So. Africa 2% Other 16% Philippines 75% India India Canada Singapore Ireland Australia Spain New Zealand Czech Republic Israel Portugal Hungary Poland Chile So. Africa Malaysia Brazil China Costa Rica México Turkey Argentina Russia Thailand Vietnam Business Environment and People Skills & Availability Financial Score Philippines Low High High

… Young & Vibrant India BPO Industry deeper

India’s offshore value proposition remains the strongest Source : Nasscom India still ranks as the preferred destination for outsourcing… … and estimated to be 44% of the worldwide total outsourcing CAGR 42% ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Growing at 7X the domestic GDP – highest growth in Industry in the country

Changing demographics driving growth ,[object Object],[object Object],44 % of population less than 19 years (54% of population below 25 years of age)… … estimated literacy rate for this segment is over 75%.

Industry remains customer support centric today Source: NASSCOM Industry in early phases of Industry diversification… … new LOBs developing; HR & Finance services gaining momentum.

Emerging high-end Knowledge Process Outsourcing (KPO) Source : Evalueserve Significant latent potential in financial services and healthcare 43% 15.5 1.2 Total 40% 3.0 0.28 Biotech and pharmaceuticals 39% 1.0 0.1 R&D (other non-IT areas) NA 2.0 -- Remote education, publishing NA 0.3 -- Medical content and services 46% 1.4 0.1 Animation and simulation 29% 2.0 0.4 Engineering design NA 0.4 -- Equity research, actuarial analytics and data modeling 54% 0.4 0.02 Market research, competitive intelligence 50% 5.0 0.3 Basic data search, integration and management CAGR 2010 2003 Service Line (USD Billion)

Highlights of Indian ITES-BPO sector Source : Nasscom ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Indian BPO/ BTO landscape Category Details Business Transformation Business Transformation Diversify Revenue stream Customer Retention Capture Labor Arbitrage Basic Theme ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Advantage (s) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Challenge (s) Independent Locally managed subsidiary working under Global “Framework” Move from labor arbitrage to strategic transformation Acquire local players / sharpen focus on BPO Operations Build local expertise and migrate existing clients Ally with larger, global player or operate in niche Key to Success “ Global+Local” Integrated Service Providers Integrated Service Providers Indian IT players Global BPO specialists Pure-play local, BPO companies

Industry Insights BPO ,[object Object],[object Object],[object Object],Customer ,[object Object],[object Object],[object Object],[object Object],People ,[object Object],[object Object],[object Object],[object Object],[object Object],External Environment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],BPO Business Needs

HR Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

HR Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

HR Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

HR Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Knowledge Workforce Roadmap: HR Challenges in Global BPO Industry

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