Download - The World is Flat: Is business process outsourcing (BPO) more than just low-cost resourcing?
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
The World is Flat
Is business process outsourcing (BPO) more than just low-cost resourcing
BPO challenges and opportunities for Romania and your career
The World Is Flat A Brief History of the Twenty-first Century is a best-selling book by Thomas L Friedman analyzing the progress of globalization with an emphasis on the early 21st century
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Introduction into BPObull Economic forces behind BPObull Global forces behind BPObull Market forces behind BPObull Sourcing considerationsbull BPO development from low-end to high-end servicesbull BPO marketbull BPO countries and their skillsbull Romaniarsquos value proposition for BPObull SBsol BPO vision and strategy for market penetrationbull Career opportunities for students and graduates
OverviewOverview
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Introduction into BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO
ITES
ITO
KPO
Outsourcing ASP
Offshore
Nearshore
Onshore
Global sourcing
Global delivery
Supply chain
Value chain
Vertical industries
LPO
Insourcing
SSC
What about youWhat about you
FPO
MPO
Captives
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Outsourcing
Outsourcing became part of the business lexicon during the 1980s and refers to the delegation of non-core operations from internal production to an external entity specializing in the management of that operation Outsourcing is utilizing experts from outside the entity to perform specific tasks that the entity once performed itself
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Business Process Outsourcing
The transfer of management and execution of an entire business process to an external service provider including technology people and process In engaging BPO services clients are buying access to executed business processes and business outcomes from their BPO providers (IDC)
The delegation of one or more IT-intensive business processes to an external provider that owns administrates and manages the selected processes that are based on defined and measurable performance metrics (Gartner)
The transfer of a function previously performed (or considered to be performed) in-house to an outside provider
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Information technology enabled services (ITES)
BPO is a part of the Outsourcing Industry It is dependent on Information Technology hence it is also referred to as Information Technology EnabledServices or ITES
a form of outsourced service which has emerged due to involvement of IT in various fields such as banking and finance telecommunication insurance etc Some of the examples of ITES are medical transcription back-office accounting insurance claim credit card processing and many more
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO is often divided into two categories
back office outsourcing which includes internal business functions such as billing or purchasing and
front office outsourcing which includes customer-related services such as marketing or tech support The most common examples of BPO are call centers human resources accounting and payroll outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO includes the software the process management and the people to operate the service
ASP includes only the provision of access to functionalities and features provided or served up through the use of software usually via web browser to the customer
DefinitionsDefinitions
Use of a BPO as opposed to an application service provider (ASP) usually also means that a certain amount of risk is transferred to the company that is running the process elements on behalf of the outsourcer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Knowledge Process Outsourcing
Knowledge Process Outsourcing is a sub set of Business Process Outsourcing
Legal Process Outsourcing Financial Process Outsourcing Medical Process Outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
hellipshore Outsourcing
BPO that is contracted outside a companys own country is sometimes called offshore outsourcing BPO that is contracted to a companys neighboring country is sometimes called nearshore outsourcing and BPO that is contracted within the companys own country is sometimes called onshore outsourcing (also called domestic outsourcing)
Offshore simply means any country other than your own The Internet and high-speed Internet connections make it possible for outsourcing to be carried out anywhere in the world a business trend economists call globalisation (also termed global sourcing or global delivery)
Global sourcing a corporate sourcing strategy that identifies and leverages those human resources and assets regardless of geographic location most appropriate for meeting the organizationrsquos needs often coming from both nearshore and offshore locations
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Captive centre Shared Services centre
Captives (centres) also known as offshore insourcing or offshore shared services centres help organisations lower operating cost and improve overall performance
Shared Service Centres shared services pull together scattered autonomously run internal services operations of an organisation into mega-service centres which are structured as independent business with their own budgets and bottom-line accountability
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Supply Chain
A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer
Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Introduction into BPObull Economic forces behind BPObull Global forces behind BPObull Market forces behind BPObull Sourcing considerationsbull BPO development from low-end to high-end servicesbull BPO marketbull BPO countries and their skillsbull Romaniarsquos value proposition for BPObull SBsol BPO vision and strategy for market penetrationbull Career opportunities for students and graduates
OverviewOverview
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Introduction into BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO
ITES
ITO
KPO
Outsourcing ASP
Offshore
Nearshore
Onshore
Global sourcing
Global delivery
Supply chain
Value chain
Vertical industries
LPO
Insourcing
SSC
What about youWhat about you
FPO
MPO
Captives
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Outsourcing
Outsourcing became part of the business lexicon during the 1980s and refers to the delegation of non-core operations from internal production to an external entity specializing in the management of that operation Outsourcing is utilizing experts from outside the entity to perform specific tasks that the entity once performed itself
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Business Process Outsourcing
The transfer of management and execution of an entire business process to an external service provider including technology people and process In engaging BPO services clients are buying access to executed business processes and business outcomes from their BPO providers (IDC)
The delegation of one or more IT-intensive business processes to an external provider that owns administrates and manages the selected processes that are based on defined and measurable performance metrics (Gartner)
The transfer of a function previously performed (or considered to be performed) in-house to an outside provider
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Information technology enabled services (ITES)
BPO is a part of the Outsourcing Industry It is dependent on Information Technology hence it is also referred to as Information Technology EnabledServices or ITES
a form of outsourced service which has emerged due to involvement of IT in various fields such as banking and finance telecommunication insurance etc Some of the examples of ITES are medical transcription back-office accounting insurance claim credit card processing and many more
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO is often divided into two categories
back office outsourcing which includes internal business functions such as billing or purchasing and
front office outsourcing which includes customer-related services such as marketing or tech support The most common examples of BPO are call centers human resources accounting and payroll outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO includes the software the process management and the people to operate the service
ASP includes only the provision of access to functionalities and features provided or served up through the use of software usually via web browser to the customer
DefinitionsDefinitions
Use of a BPO as opposed to an application service provider (ASP) usually also means that a certain amount of risk is transferred to the company that is running the process elements on behalf of the outsourcer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Knowledge Process Outsourcing
Knowledge Process Outsourcing is a sub set of Business Process Outsourcing
Legal Process Outsourcing Financial Process Outsourcing Medical Process Outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
hellipshore Outsourcing
BPO that is contracted outside a companys own country is sometimes called offshore outsourcing BPO that is contracted to a companys neighboring country is sometimes called nearshore outsourcing and BPO that is contracted within the companys own country is sometimes called onshore outsourcing (also called domestic outsourcing)
Offshore simply means any country other than your own The Internet and high-speed Internet connections make it possible for outsourcing to be carried out anywhere in the world a business trend economists call globalisation (also termed global sourcing or global delivery)
Global sourcing a corporate sourcing strategy that identifies and leverages those human resources and assets regardless of geographic location most appropriate for meeting the organizationrsquos needs often coming from both nearshore and offshore locations
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Captive centre Shared Services centre
Captives (centres) also known as offshore insourcing or offshore shared services centres help organisations lower operating cost and improve overall performance
Shared Service Centres shared services pull together scattered autonomously run internal services operations of an organisation into mega-service centres which are structured as independent business with their own budgets and bottom-line accountability
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Supply Chain
A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer
Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Introduction into BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO
ITES
ITO
KPO
Outsourcing ASP
Offshore
Nearshore
Onshore
Global sourcing
Global delivery
Supply chain
Value chain
Vertical industries
LPO
Insourcing
SSC
What about youWhat about you
FPO
MPO
Captives
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Outsourcing
Outsourcing became part of the business lexicon during the 1980s and refers to the delegation of non-core operations from internal production to an external entity specializing in the management of that operation Outsourcing is utilizing experts from outside the entity to perform specific tasks that the entity once performed itself
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Business Process Outsourcing
The transfer of management and execution of an entire business process to an external service provider including technology people and process In engaging BPO services clients are buying access to executed business processes and business outcomes from their BPO providers (IDC)
The delegation of one or more IT-intensive business processes to an external provider that owns administrates and manages the selected processes that are based on defined and measurable performance metrics (Gartner)
The transfer of a function previously performed (or considered to be performed) in-house to an outside provider
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Information technology enabled services (ITES)
BPO is a part of the Outsourcing Industry It is dependent on Information Technology hence it is also referred to as Information Technology EnabledServices or ITES
a form of outsourced service which has emerged due to involvement of IT in various fields such as banking and finance telecommunication insurance etc Some of the examples of ITES are medical transcription back-office accounting insurance claim credit card processing and many more
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO is often divided into two categories
back office outsourcing which includes internal business functions such as billing or purchasing and
front office outsourcing which includes customer-related services such as marketing or tech support The most common examples of BPO are call centers human resources accounting and payroll outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO includes the software the process management and the people to operate the service
ASP includes only the provision of access to functionalities and features provided or served up through the use of software usually via web browser to the customer
DefinitionsDefinitions
Use of a BPO as opposed to an application service provider (ASP) usually also means that a certain amount of risk is transferred to the company that is running the process elements on behalf of the outsourcer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Knowledge Process Outsourcing
Knowledge Process Outsourcing is a sub set of Business Process Outsourcing
Legal Process Outsourcing Financial Process Outsourcing Medical Process Outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
hellipshore Outsourcing
BPO that is contracted outside a companys own country is sometimes called offshore outsourcing BPO that is contracted to a companys neighboring country is sometimes called nearshore outsourcing and BPO that is contracted within the companys own country is sometimes called onshore outsourcing (also called domestic outsourcing)
Offshore simply means any country other than your own The Internet and high-speed Internet connections make it possible for outsourcing to be carried out anywhere in the world a business trend economists call globalisation (also termed global sourcing or global delivery)
Global sourcing a corporate sourcing strategy that identifies and leverages those human resources and assets regardless of geographic location most appropriate for meeting the organizationrsquos needs often coming from both nearshore and offshore locations
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Captive centre Shared Services centre
Captives (centres) also known as offshore insourcing or offshore shared services centres help organisations lower operating cost and improve overall performance
Shared Service Centres shared services pull together scattered autonomously run internal services operations of an organisation into mega-service centres which are structured as independent business with their own budgets and bottom-line accountability
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Supply Chain
A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer
Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO
ITES
ITO
KPO
Outsourcing ASP
Offshore
Nearshore
Onshore
Global sourcing
Global delivery
Supply chain
Value chain
Vertical industries
LPO
Insourcing
SSC
What about youWhat about you
FPO
MPO
Captives
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Outsourcing
Outsourcing became part of the business lexicon during the 1980s and refers to the delegation of non-core operations from internal production to an external entity specializing in the management of that operation Outsourcing is utilizing experts from outside the entity to perform specific tasks that the entity once performed itself
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Business Process Outsourcing
The transfer of management and execution of an entire business process to an external service provider including technology people and process In engaging BPO services clients are buying access to executed business processes and business outcomes from their BPO providers (IDC)
The delegation of one or more IT-intensive business processes to an external provider that owns administrates and manages the selected processes that are based on defined and measurable performance metrics (Gartner)
The transfer of a function previously performed (or considered to be performed) in-house to an outside provider
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Information technology enabled services (ITES)
BPO is a part of the Outsourcing Industry It is dependent on Information Technology hence it is also referred to as Information Technology EnabledServices or ITES
a form of outsourced service which has emerged due to involvement of IT in various fields such as banking and finance telecommunication insurance etc Some of the examples of ITES are medical transcription back-office accounting insurance claim credit card processing and many more
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO is often divided into two categories
back office outsourcing which includes internal business functions such as billing or purchasing and
front office outsourcing which includes customer-related services such as marketing or tech support The most common examples of BPO are call centers human resources accounting and payroll outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO includes the software the process management and the people to operate the service
ASP includes only the provision of access to functionalities and features provided or served up through the use of software usually via web browser to the customer
DefinitionsDefinitions
Use of a BPO as opposed to an application service provider (ASP) usually also means that a certain amount of risk is transferred to the company that is running the process elements on behalf of the outsourcer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Knowledge Process Outsourcing
Knowledge Process Outsourcing is a sub set of Business Process Outsourcing
Legal Process Outsourcing Financial Process Outsourcing Medical Process Outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
hellipshore Outsourcing
BPO that is contracted outside a companys own country is sometimes called offshore outsourcing BPO that is contracted to a companys neighboring country is sometimes called nearshore outsourcing and BPO that is contracted within the companys own country is sometimes called onshore outsourcing (also called domestic outsourcing)
Offshore simply means any country other than your own The Internet and high-speed Internet connections make it possible for outsourcing to be carried out anywhere in the world a business trend economists call globalisation (also termed global sourcing or global delivery)
Global sourcing a corporate sourcing strategy that identifies and leverages those human resources and assets regardless of geographic location most appropriate for meeting the organizationrsquos needs often coming from both nearshore and offshore locations
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Captive centre Shared Services centre
Captives (centres) also known as offshore insourcing or offshore shared services centres help organisations lower operating cost and improve overall performance
Shared Service Centres shared services pull together scattered autonomously run internal services operations of an organisation into mega-service centres which are structured as independent business with their own budgets and bottom-line accountability
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Supply Chain
A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer
Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Outsourcing
Outsourcing became part of the business lexicon during the 1980s and refers to the delegation of non-core operations from internal production to an external entity specializing in the management of that operation Outsourcing is utilizing experts from outside the entity to perform specific tasks that the entity once performed itself
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Business Process Outsourcing
The transfer of management and execution of an entire business process to an external service provider including technology people and process In engaging BPO services clients are buying access to executed business processes and business outcomes from their BPO providers (IDC)
The delegation of one or more IT-intensive business processes to an external provider that owns administrates and manages the selected processes that are based on defined and measurable performance metrics (Gartner)
The transfer of a function previously performed (or considered to be performed) in-house to an outside provider
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Information technology enabled services (ITES)
BPO is a part of the Outsourcing Industry It is dependent on Information Technology hence it is also referred to as Information Technology EnabledServices or ITES
a form of outsourced service which has emerged due to involvement of IT in various fields such as banking and finance telecommunication insurance etc Some of the examples of ITES are medical transcription back-office accounting insurance claim credit card processing and many more
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO is often divided into two categories
back office outsourcing which includes internal business functions such as billing or purchasing and
front office outsourcing which includes customer-related services such as marketing or tech support The most common examples of BPO are call centers human resources accounting and payroll outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO includes the software the process management and the people to operate the service
ASP includes only the provision of access to functionalities and features provided or served up through the use of software usually via web browser to the customer
DefinitionsDefinitions
Use of a BPO as opposed to an application service provider (ASP) usually also means that a certain amount of risk is transferred to the company that is running the process elements on behalf of the outsourcer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Knowledge Process Outsourcing
Knowledge Process Outsourcing is a sub set of Business Process Outsourcing
Legal Process Outsourcing Financial Process Outsourcing Medical Process Outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
hellipshore Outsourcing
BPO that is contracted outside a companys own country is sometimes called offshore outsourcing BPO that is contracted to a companys neighboring country is sometimes called nearshore outsourcing and BPO that is contracted within the companys own country is sometimes called onshore outsourcing (also called domestic outsourcing)
Offshore simply means any country other than your own The Internet and high-speed Internet connections make it possible for outsourcing to be carried out anywhere in the world a business trend economists call globalisation (also termed global sourcing or global delivery)
Global sourcing a corporate sourcing strategy that identifies and leverages those human resources and assets regardless of geographic location most appropriate for meeting the organizationrsquos needs often coming from both nearshore and offshore locations
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Captive centre Shared Services centre
Captives (centres) also known as offshore insourcing or offshore shared services centres help organisations lower operating cost and improve overall performance
Shared Service Centres shared services pull together scattered autonomously run internal services operations of an organisation into mega-service centres which are structured as independent business with their own budgets and bottom-line accountability
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Supply Chain
A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer
Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Business Process Outsourcing
The transfer of management and execution of an entire business process to an external service provider including technology people and process In engaging BPO services clients are buying access to executed business processes and business outcomes from their BPO providers (IDC)
The delegation of one or more IT-intensive business processes to an external provider that owns administrates and manages the selected processes that are based on defined and measurable performance metrics (Gartner)
The transfer of a function previously performed (or considered to be performed) in-house to an outside provider
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Information technology enabled services (ITES)
BPO is a part of the Outsourcing Industry It is dependent on Information Technology hence it is also referred to as Information Technology EnabledServices or ITES
a form of outsourced service which has emerged due to involvement of IT in various fields such as banking and finance telecommunication insurance etc Some of the examples of ITES are medical transcription back-office accounting insurance claim credit card processing and many more
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO is often divided into two categories
back office outsourcing which includes internal business functions such as billing or purchasing and
front office outsourcing which includes customer-related services such as marketing or tech support The most common examples of BPO are call centers human resources accounting and payroll outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO includes the software the process management and the people to operate the service
ASP includes only the provision of access to functionalities and features provided or served up through the use of software usually via web browser to the customer
DefinitionsDefinitions
Use of a BPO as opposed to an application service provider (ASP) usually also means that a certain amount of risk is transferred to the company that is running the process elements on behalf of the outsourcer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Knowledge Process Outsourcing
Knowledge Process Outsourcing is a sub set of Business Process Outsourcing
Legal Process Outsourcing Financial Process Outsourcing Medical Process Outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
hellipshore Outsourcing
BPO that is contracted outside a companys own country is sometimes called offshore outsourcing BPO that is contracted to a companys neighboring country is sometimes called nearshore outsourcing and BPO that is contracted within the companys own country is sometimes called onshore outsourcing (also called domestic outsourcing)
Offshore simply means any country other than your own The Internet and high-speed Internet connections make it possible for outsourcing to be carried out anywhere in the world a business trend economists call globalisation (also termed global sourcing or global delivery)
Global sourcing a corporate sourcing strategy that identifies and leverages those human resources and assets regardless of geographic location most appropriate for meeting the organizationrsquos needs often coming from both nearshore and offshore locations
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Captive centre Shared Services centre
Captives (centres) also known as offshore insourcing or offshore shared services centres help organisations lower operating cost and improve overall performance
Shared Service Centres shared services pull together scattered autonomously run internal services operations of an organisation into mega-service centres which are structured as independent business with their own budgets and bottom-line accountability
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Supply Chain
A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer
Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Information technology enabled services (ITES)
BPO is a part of the Outsourcing Industry It is dependent on Information Technology hence it is also referred to as Information Technology EnabledServices or ITES
a form of outsourced service which has emerged due to involvement of IT in various fields such as banking and finance telecommunication insurance etc Some of the examples of ITES are medical transcription back-office accounting insurance claim credit card processing and many more
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO is often divided into two categories
back office outsourcing which includes internal business functions such as billing or purchasing and
front office outsourcing which includes customer-related services such as marketing or tech support The most common examples of BPO are call centers human resources accounting and payroll outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO includes the software the process management and the people to operate the service
ASP includes only the provision of access to functionalities and features provided or served up through the use of software usually via web browser to the customer
DefinitionsDefinitions
Use of a BPO as opposed to an application service provider (ASP) usually also means that a certain amount of risk is transferred to the company that is running the process elements on behalf of the outsourcer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Knowledge Process Outsourcing
Knowledge Process Outsourcing is a sub set of Business Process Outsourcing
Legal Process Outsourcing Financial Process Outsourcing Medical Process Outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
hellipshore Outsourcing
BPO that is contracted outside a companys own country is sometimes called offshore outsourcing BPO that is contracted to a companys neighboring country is sometimes called nearshore outsourcing and BPO that is contracted within the companys own country is sometimes called onshore outsourcing (also called domestic outsourcing)
Offshore simply means any country other than your own The Internet and high-speed Internet connections make it possible for outsourcing to be carried out anywhere in the world a business trend economists call globalisation (also termed global sourcing or global delivery)
Global sourcing a corporate sourcing strategy that identifies and leverages those human resources and assets regardless of geographic location most appropriate for meeting the organizationrsquos needs often coming from both nearshore and offshore locations
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Captive centre Shared Services centre
Captives (centres) also known as offshore insourcing or offshore shared services centres help organisations lower operating cost and improve overall performance
Shared Service Centres shared services pull together scattered autonomously run internal services operations of an organisation into mega-service centres which are structured as independent business with their own budgets and bottom-line accountability
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Supply Chain
A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer
Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO is often divided into two categories
back office outsourcing which includes internal business functions such as billing or purchasing and
front office outsourcing which includes customer-related services such as marketing or tech support The most common examples of BPO are call centers human resources accounting and payroll outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO includes the software the process management and the people to operate the service
ASP includes only the provision of access to functionalities and features provided or served up through the use of software usually via web browser to the customer
DefinitionsDefinitions
Use of a BPO as opposed to an application service provider (ASP) usually also means that a certain amount of risk is transferred to the company that is running the process elements on behalf of the outsourcer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Knowledge Process Outsourcing
Knowledge Process Outsourcing is a sub set of Business Process Outsourcing
Legal Process Outsourcing Financial Process Outsourcing Medical Process Outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
hellipshore Outsourcing
BPO that is contracted outside a companys own country is sometimes called offshore outsourcing BPO that is contracted to a companys neighboring country is sometimes called nearshore outsourcing and BPO that is contracted within the companys own country is sometimes called onshore outsourcing (also called domestic outsourcing)
Offshore simply means any country other than your own The Internet and high-speed Internet connections make it possible for outsourcing to be carried out anywhere in the world a business trend economists call globalisation (also termed global sourcing or global delivery)
Global sourcing a corporate sourcing strategy that identifies and leverages those human resources and assets regardless of geographic location most appropriate for meeting the organizationrsquos needs often coming from both nearshore and offshore locations
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Captive centre Shared Services centre
Captives (centres) also known as offshore insourcing or offshore shared services centres help organisations lower operating cost and improve overall performance
Shared Service Centres shared services pull together scattered autonomously run internal services operations of an organisation into mega-service centres which are structured as independent business with their own budgets and bottom-line accountability
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Supply Chain
A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer
Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO includes the software the process management and the people to operate the service
ASP includes only the provision of access to functionalities and features provided or served up through the use of software usually via web browser to the customer
DefinitionsDefinitions
Use of a BPO as opposed to an application service provider (ASP) usually also means that a certain amount of risk is transferred to the company that is running the process elements on behalf of the outsourcer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Knowledge Process Outsourcing
Knowledge Process Outsourcing is a sub set of Business Process Outsourcing
Legal Process Outsourcing Financial Process Outsourcing Medical Process Outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
hellipshore Outsourcing
BPO that is contracted outside a companys own country is sometimes called offshore outsourcing BPO that is contracted to a companys neighboring country is sometimes called nearshore outsourcing and BPO that is contracted within the companys own country is sometimes called onshore outsourcing (also called domestic outsourcing)
Offshore simply means any country other than your own The Internet and high-speed Internet connections make it possible for outsourcing to be carried out anywhere in the world a business trend economists call globalisation (also termed global sourcing or global delivery)
Global sourcing a corporate sourcing strategy that identifies and leverages those human resources and assets regardless of geographic location most appropriate for meeting the organizationrsquos needs often coming from both nearshore and offshore locations
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Captive centre Shared Services centre
Captives (centres) also known as offshore insourcing or offshore shared services centres help organisations lower operating cost and improve overall performance
Shared Service Centres shared services pull together scattered autonomously run internal services operations of an organisation into mega-service centres which are structured as independent business with their own budgets and bottom-line accountability
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Supply Chain
A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer
Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Knowledge Process Outsourcing
Knowledge Process Outsourcing is a sub set of Business Process Outsourcing
Legal Process Outsourcing Financial Process Outsourcing Medical Process Outsourcing
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
hellipshore Outsourcing
BPO that is contracted outside a companys own country is sometimes called offshore outsourcing BPO that is contracted to a companys neighboring country is sometimes called nearshore outsourcing and BPO that is contracted within the companys own country is sometimes called onshore outsourcing (also called domestic outsourcing)
Offshore simply means any country other than your own The Internet and high-speed Internet connections make it possible for outsourcing to be carried out anywhere in the world a business trend economists call globalisation (also termed global sourcing or global delivery)
Global sourcing a corporate sourcing strategy that identifies and leverages those human resources and assets regardless of geographic location most appropriate for meeting the organizationrsquos needs often coming from both nearshore and offshore locations
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Captive centre Shared Services centre
Captives (centres) also known as offshore insourcing or offshore shared services centres help organisations lower operating cost and improve overall performance
Shared Service Centres shared services pull together scattered autonomously run internal services operations of an organisation into mega-service centres which are structured as independent business with their own budgets and bottom-line accountability
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Supply Chain
A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer
Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
hellipshore Outsourcing
BPO that is contracted outside a companys own country is sometimes called offshore outsourcing BPO that is contracted to a companys neighboring country is sometimes called nearshore outsourcing and BPO that is contracted within the companys own country is sometimes called onshore outsourcing (also called domestic outsourcing)
Offshore simply means any country other than your own The Internet and high-speed Internet connections make it possible for outsourcing to be carried out anywhere in the world a business trend economists call globalisation (also termed global sourcing or global delivery)
Global sourcing a corporate sourcing strategy that identifies and leverages those human resources and assets regardless of geographic location most appropriate for meeting the organizationrsquos needs often coming from both nearshore and offshore locations
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Captive centre Shared Services centre
Captives (centres) also known as offshore insourcing or offshore shared services centres help organisations lower operating cost and improve overall performance
Shared Service Centres shared services pull together scattered autonomously run internal services operations of an organisation into mega-service centres which are structured as independent business with their own budgets and bottom-line accountability
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Supply Chain
A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer
Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Captive centre Shared Services centre
Captives (centres) also known as offshore insourcing or offshore shared services centres help organisations lower operating cost and improve overall performance
Shared Service Centres shared services pull together scattered autonomously run internal services operations of an organisation into mega-service centres which are structured as independent business with their own budgets and bottom-line accountability
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Supply Chain
A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer
Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Supply Chain
A supply chain logistics network or supply network is a coordinated system of organizations people activities information and resources involved in moving a product or service in physical or virtual manner from supplier to customer
Supply chain activities (value chains or life cycle processes) transform raw materials and components into a finished product that is delivered to the end customer Supply chains link value chains
DefinitionsDefinitions
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
How much should we do ourselves and how much should we
buy from others
Ronald Coase1991 Nobel Laureate Economics
Where should we focus our resources
David Ricardo19th Century Economist
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Efficiency
bull Ronald Coase asked ldquohellipwhy is there any organisationrdquo in other words why do firms exist
- Firms exist because the cost of a central authority organising transactions internally costs less than organising them externally in the marketplace
bull Ronald Coase also asked ldquoWhy is not all production carried on by one big firmrdquo
- Because at some point the cost of organising the next transaction internally will be greater than the cost of organising that same transaction in the marketplace
bull Thus Ronald Coase defined the limit of the size of the firm using the concepts of transaction or interaction costs Coase Ronald The Nature of the Firm Economica 1937
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Organisational Boundaries and Specialisation
bull Adam Smith stated ldquoIf a foreign country can supply us with a commodity cheaper than we ourselves can make it better buy it of themhelliprdquo (The Theory of Absolute Advantage)
bull David Ricardo replied that itrsquos more than absolute advantage itrsquos the comparative advantage of focusing on the commodity in which a nation has a differential advantage and relying upon trade to obtain other goods Even if a nation has an absolute advantage in commodities that it
acquires through tradeItrsquos a trade-off of opportunity costs focusing on what you do best
bull Thus David Ricardo defined the benefits of specialization and the need to focus on core competencies
Ricardo David On the Principles of Political Economy and Taxation 1817
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sawhney Mohanbir Kellogg School of Management 2001
2020thth century century
Machine Bureaucracybull Integratedbull Diversified
21st century21st century
Networked Organizationbull Disaggregatedbull Specialized
Expanding the Boundaries of Business
Economic factorsEconomic factors
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
033
$1 previouslySpent in US now offshoredto Indiahellip
hellipdelivers value toIndia
hellipbringssavings andreturns toUShellip
hellipcreatesnew valuefromreemployingUs Labor
andmakes theglobal pie that muchbigger
$100
067
047
045-
$145-147
The real economics of offshoring
The McKinsey Global Institute finds that off shoring not only produces value for the countries that gain the jobs but also frees up capital in the United States for more productive uses Most displaced workers find new positions within six monthsmdashpossibly even in new ventures financed with money saved by off shoring work to cheaper labour markets
Economic factorsEconomic factors
bull Cost savings($058)bull Goodsservices soldto India ($005)bull Profits from India Ventures($004)
bull Taxes($004)bull Revenues($020)bull Local suppliers($009)
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Prorsquos
The arguments in most of such studies follow the logic of mainstream economics and are quite straightforward
1 By moving work offshore firms are able to lower their production costs
2 Some domestic workers will be displaced but the benefits from lowering production costs captured by the firms and customers far outweigh any costs to displaced workers
3 Many of the displaced workers will actually be net beneficiaries because they will be ldquofreed uprdquo to do more interesting and lucrative work
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Economic factorsEconomic factors
Policy dialogue Contrarsquos
While these studies have some merit they are incomplete in some respects
1 they assume a very optimistic re-employment scenario for ldquofreed uprdquo workers predicting short durations of unemployment and higher wages in their new positions
2 most do not account for the lost wages due to unemployment in their models
3 the studies do not capture difficult to measure effects such as the impact on future innovation and security (For instance evidence is already surfacing that many of our best and brightest college students are avoiding technology majors because of outsourcing)
4 they ignore the downward pressure on domestic wages for jobs that are competed across borders
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Global forcesGlobal forces
Trends that are changing the rules in todayrsquos business environment
1 The shift from domestic to global economy
2 The shift from manpower to technopower
3 The shift from company-led to consumer-driven market forces
4 The shift from an industrial economy to a knowledge economy
5 The transformation of the employeremployee relationship
6 New relationships and governance structures concerning vendors and supplier
7 Shortage of skilled labour in development nations
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forces behind BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Drivers of Outsourcin
g
Access to High Quality Resources
Focus on Core
Competencies
Technology Expertise
Higher productivity
amp Better service levels
Cost Effectiveness
Domain Expertise
Why do companies outsource
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Reduce costs through simplification and standardization 93
Increase productivity and service excellence to customers 63
Enhance focus on business unit operations vs back office processing
58
Support new business process capabilities 37
Reduce costs through wage and labour arbitrage 31
Improve capability to integrate new business 26
Other 5
Source SBPOA online survey 77 respondents 2005
Main reasons for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Market forcesMarket forces
Lower cost 75
Improve service quality 64
Greater business flexibility 54
Lower capital investments 70
Fewer people in function 45
Predictable outcome 42
Increased accountability 32
Source SBPOA online survey 172 respondents 2005
Perceived benefits of BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO development
From low-end to high-end services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO developmentBPO development
bull Manufacturing operations have been relocating to reduce costs for over 50 years
bull Improvements in telecoms IT and reductions in the cost of computing enabled the service sector to develop new operational models
bull Customer focus and direct channel acceptance fuelled the growth of call centres
bull Cost reduction was the primary driver predominantly through relocation and better wage deals in country
bull BPO goes beyond technology and applications -delivering integrated processes and outcomes
Phase I
1980s
Evo
luti
on
of
the
BP
O m
arke
t
Advanced financial
analysis and accountancy
processes
Call centres and data
processingIT jobs
and functions
Phase II
1990s
Phase III
current
A trend with a long history
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increasing complexity of legal and regulatory environment
Mainframecomputing allows
for timesharing
Banking ampbrokerageoutsourcing
Intense competition fromforeign automakers
Automanufacturing
outsourcing
Need to installERP systems on
timeand within budget
IToutsourcing
Competition drivescompanies to seekmore cost effective
ways to performinternal process wo
sacrificing quality
Customer CareHuman Resources
Supply Chainoutsourcing
1960 s 1970 s1980 s 1990 s 2000 s
Pay roll outsourcing
BPO developmentBPO development
Outsourcing historical context BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Past Current amp Near Future
IT bull Application Development amp Maintenancebull Simple coding and porting from one language to anotherbull Fixing the Y2K problem
bull IT Consultingbull Product Developmentbull R amp Dbull Engineering Design Services
Non -IT
bull Customer Contact Servicesbull Transaction Servicesbull HR Data Processingbull Medical Transcription
bull Insurance underwriting risk assessment and equity researchbull Intellectual Property Researchbull Data cleaning Financial Analyticsbull Business and Market research
BPO developmentBPO development
Offshoring opportunities across the organisation
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Corporate Strategy
HR Information Mgmt Performance Mgnt Employee Administration
FampA Regulatory amp Compliance Tax Mngt
Customer Care Customer extension selection
HR Payroll Processing Benefits Processing Recruiting Education ampTraining
FampA Billing Accounts Receivable Accounts PayableCustomer Care Helpdesk Customer RetentionAcquisition
Information Technology
Transformational BPO
Transactional BPO
Stragegy
Core Process
Non-core Process
The offshore ITESBPO marketplace can be segmented into two distinct pieces transactional and full servicetransformational relationships
BPO developmentBPO development
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Contact Centers amp Customer Support
Claims Analysis
Underwriting amp Asset
Management
Insurance
Contact Centers amp Customer Support
Analytics
Strategy
Research
TelecomFSRetail
BPO for
clients
Global
Research
Synthesized
Reports
Consulting
Settlement
Financial
Analytics
Equities
Research
I-Banking
Patent
Design
IP Portfolio
Analytics
Industry
KPOSM
Contact Centers amp Customer Support
BPO
KPO offers unlimited services
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
46
26
26IT
BPO
KPO
CAGR
Market Size(2010)
USD 17 billion
USD 40 billion
USD 57 billion
Global offshoring of services is growing rapidly
BPO marketBPO market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
($ in billions)
2005-2009 CAGR61
$ 64$ 126
$ 201
$ 302
$ 429
Romaniarsquos Value Proposition
- Competitive labour cost- Valuable human capital- Multilingual- Reliable Infrastructure- Low risk- Solid economic fundamentals- Competitive taxation
In 2005 Offshore BPO represented 5 of the total global BPO market but is expected to represent 25 by 2009
BPO marketBPO market
Offshore BPO service market
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO marketBPO market
Sales amp marketing is the smallest BPO market segment
The growth of call centre outsourcing has attracted most of the attention because it involves significant numbers of jobs from the source countries
BPO market size
Supply chain management
20
Sales and marketing11
Business administration
69
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
BPO amp Outsourcing destinations worldwide
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Pakistan
South Korea
Bulgaria
Romania
CanadaMexicoJamaicaBrazil
Chile
Venezuela
China
Philippines
Malaysia
Thailand
Vietnam
Australia
India
Singapore
Russia
Ukraine
Czech Republic
Hungary
Poland
South Africa
Ireland
Israel
UK
Infancy Emerging Escalating Established
Europe Middle East and Africa (EMEA)
Americas
Asia Pacific
BPO countriesBPO countries
BPO locations by stage of growth
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Singapore
Hong Kong
Holland
Ireland
UK
Australia
China
Philippines
Mexico
Size of circle corresponds to number of qualified workers
Location attractivenessbull Infrastructure
- Communication- Basic infrastructure
bull Country risksFDI incentives- Attractive incentives- Political environment
bull Time zone attractiveness
Low
Low
High
High
India
BPO countriesBPO countries
Capabilities of workersbull Qualificationscapabilitiesbull Foreign languages (primarily English)bull Quality of workwork ethicbull Cost differential
Competing countries
Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
IrelandbullPackaged ApplicationsbullLocalizationbullProduct Development
RussiabullHigh-End Software Engineering
RussiabullHigh-End Software Engineering
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
ChinabullEmbedded SoftwarebullHardware ServicesbullLocalizationbullApplication Development
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IndiabullApplication OutsourcingbullITObullBPObullProduct DevelopmentbullContact Centers
IsraelbullHigh-End SoftwarebullLearning Systems
IsraelbullHigh-End SoftwarebullLearning Systems
CanadabullApplication DevelopmentbullBPObullContact Centers
PhilippinesbullBPObullContact CentersbullAnimationbullApplication Development
RomaniabullApplication DevelopmentbullContact CentersbullBPO
BPO countriesBPO countries
Country specialisation by niche
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
EDS
Accenture
IBM
HP
Pure Play Indian BPO companies
WNS
EXL Service
ICICI One Source
247
Companies with Captive Facilities
AMEX
Fidelity
DELL
Microsoft
Indian Integrated IT-BPO providers
Infosys BPO
Wipro BPO
HCL
Nipuna (Satyam)
Indian BPO Industry Segments
BPO landscape in IndiaBPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
bull Highly talented pool of engineers and scientists
bull Robust education system with ample supply of professionals for analytical work
bull Moderate but increasing labor costs
bull Non-English languages
bull Proximity to European markets
Eastern Europe focusing on Near-Shore Off-shoringhellip
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Large Multinational Corporations
Pure Play BPO companies
Conectys
EasyCall
Wipro
Genpact
ContactLine
Companies with Captive Facilities
Microsoft
Romanian Integrated IT-BPO providers
Romanian BPO Industry Segments
BPO (incl RampD) landscape in Romania
Accenture HP
Siemens Alcatel Intel Infineon Oracle Freescale ACI
TechteamSistec-SBsol
XL World
SivecoSoftwinIntraromRomsysiQuest
BPO countriesBPO countries
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romaniarsquos value proposition for BPO
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Romania has a long history of education and research in all fields of
engineering and software 116 universities 36 have a computer science
related faculty
Romanian graduates are multi-lingual (1st place in the Certificate of Proficiency in English exam at Cambridge University)
and world class concerning their competencies
Romaniarsquos legal system and culture - similar to
those in Europe and US
Romaniarsquos locationlocation is an advantage in itself - major multinational IT
companies are present in Romania
Romaniarsquos density of software graduates per thousand inhabitants is significantly
higher than in USA five times higher than in Russia and nearly seven times bigger than in
India
The cost of a skilled professional = 13 in US and
Europe
Made in Made in RomaniaRomania
Romanian competitiveness on the global ITO amp BPO market
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Engineering21
Law12
Education32
Arts2
Economy27
Medicine6
Total number of University graduates
in 20032004 110533
University graduates in Romania (by education field)
high performances in international competitions
high percentage of economic amp technically competent professionals
strong language skills English French German Italian Spanish Russian etc
highest growth rate of IT specialists in the region
large skilled labor force at comparatively low wage rates
Arts
2Engineerin
g
21
Medicine
6
Economy
27
Law
12
Education
32
Source National Institute of Statistics
BPO value proposition RomaniaBPO value proposition Romania
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Vision
ldquoOur Business Is To Improve Other Peoplersquos BusinessrdquoSistec-SBsol
Constantly tailor our services to the
needs of our clients
Provide high quality services using latest
technology
Assure the right people at the
right place
Market leader provider of BPO services in
Central and Eastern Europe
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
SBsolrsquos Value Proposition
SBsolrsquos Value Proposition
Proven business knowledge and capability to implement
successful business solutions
Proven business knowledge and capability to implement
successful business solutions
Organized according to international standards of
methodology and procedures
Organized according to international standards of
methodology and procedures
Stable technology infrastructure
Stable technology infrastructure
Access to a low cost large and high quality labor market
Access to a low cost large and high quality labor market
SBsolrsquos value proposition goes beyond costs
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Strategy
Our potential Our goals
Experience in retail amp logistics business ( B2B B2C) member of
RTC Holding
Build customer awareness abroad
Focus on markets in which we are successful
Grow
Focus on adding competitive value for companies who expect
high quality services
Add new features to our services tailored to
clientsrsquo ever-changing needs
Specialize our offer and
concentrate sales efforts
Expand
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Increase business development momentum
ndash Recruit local professionalsndash Target at decision making levelndash Tailored value propositions ndash Invest in marketing growth strategyndash Strong growth of outsourcing marketndash Promote our competitive edge
ndash Increase visibility on the marketndash Focused reputation buildingndash Create consistency in delivering servicesndash Networking via eventsforums ndash Build customer loyalty (action) existing
customers (Romanian market)
Step up marketing and brand building efforts
ndash High potential due to a thorough IT background (sales amp distribution on Romanian market)
ndash Easy to access low-cost and multilingual services
ndash Meaningful top management involvement ndash Quality reviews
Penetrate a new market
SBsol BPO vision amp strategySBsol BPO vision amp strategy
Growth and development opportunities
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Industry (Vertical) SolutionsRetail amp Distribution Transportation amp Storage
Telecommunication Travel amp Accommodation
Banking Insurance
Healthcare amp Pharmaceuticals
Our focus
Functional (Horizontal) SolutionsCustomer Interaction Services
Order Management
Knowledge Services
Finance amp Accounting
HR Outsourcing
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
INDUSTRY SPECIFIC KNOWLEDGE PROCESS EXPERTISE HIGH PERFORMANCE
1048708Travel planning 1048708Reservations1048708Airline schedule changes1048708Air ticket exchanges1048708Frequent flyer benefits amp promotions1048708Car rental1048708Hotel reservations1048708Limousine reservations1048708Order processing1048708Product inquiries1048708Account billing1048708Technical support
Travel amp Consumer
1048708 Application processing1048708Balance transfers1048708Credit verification1048708Fund transfers1048708Identity verification1048708Loan origination1048708Loan maintenance1048708Check ordering1048708Customer retention1048708Credit scoring
1048708Insurance transcription1048708Back office processing1048708Change management
Financial Services amp Insurance Consumer Technology amp Telecommunication1048708Tech support
1048708Account activation1048708Remote PC troubleshooting1048708Web domain maintenance1048708Retention
1048708Customer service1048708Sales1048708Account activation1048708Cross-selling1048708Conference calling1048708B2B service1048708Back office services1048708Provisioning1048708Low and High-delinquency collections
SBsol BPO vision amp strategySBsol BPO vision amp strategy
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Sistec-SBsolrsquos career opportunities for students and graduates
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Junior business development managers (marketing amp sales)
bull Account managers
bull Sales managers
bull Customer service representatives
bull Customer sales representatives
bull Team leaders
bull Operational managers
Start your career here
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
bull Competitive salary
bull Personal development plan
bull Coaching on the job
bull CRM training
bull Sales training
bull Customer contact training
bull Job rotation
bull Inspiring management team
bull Encouraging of self development
bull 300 professional colleagues with IT amp business competencies
bull International work environment
What we offer
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success
Traineeship Program
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
If you helliphellip are dynamic determined and flexiblehellip communicate and socialize easilyhellip have positive attitude and result-orientation
START now your career in IT solutions business development
Join now the Start for Success Traineeship Program and yoursquoll get professional training in IT solutions sales membership in a team of over 300 specialists work experience in an important IT company
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Career opportunitiesCareer opportunities
Start for Success Traineeship Program
Apply nowSend your CV at traineeshipsistec-sbsolro
Or leave your CV at our stand to Angajatori de Top job fare (Palace Hall 26-27102007)
Every CV received till 27th of October will participate to a tombola You can win
Ist prize HP Notebook Dual CoreIInd prize PC Desktop with TFT monitorIIIrd prize Fujitsu Siemens PDA
Details on wwwsistec-sbsolro
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future
wwwsistec-sbsolroAcademy of Economic Studies 11 October 2007
Thank you for your attention
Looking forward to meeting you in the near future