Download - Gs100 the story behind the numbers
425
13
0011 0010 1010 1101 0001 0100 1011
425
13
0011 0010 1010 1101 0001 0100 1011
GS100-The Story Behind the Numbers
Ed Nair, Editor, Global Services
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
Agenda
• The Reset Economy and Outsourcing
• The GS100 Survey- Through the Numbers
• GS100 Model for Service Providers
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
The Reset Economy
• Outsourcing market still robust in 2008, bottomed out mid-2009
• Recovery begins
• New behaviors, new agenda ……some call it ‘the new normal’
• Service providers adapt to the new normal
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
The GS100 Survey
• The GS100 List recognizes leadership amongst global ITO and BPO providers
• Based on both quantitative and qualitative data collected on opt-in basis. Exhaustive survey
• 5th year under this brand, done in collaboration between Global Services and NeoAdvisory (formerly neoIT)
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
GS100 Survey-2010
37
33
6
9
95
Global Coverage
US and Canada
India
China
Europe
Latin America
Asia
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
GS100 Survey- 2010
0
5
10
15
20
25
30
35
40
45
$ 1M to $ 10M
$10M to $100 M
$100M to $ 1B
$1B +
Significant Sample
% Number of Companies
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
GS100 Survey-2010
0 20000 40000 60000 80000
1M-10M
10M-100M
100M-1B
1B+
Total
Coverage in terms of industry size(in $M)
Aggregate Revenue 2009 (in $M)
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
The Growth Story
48 1237
12298
49810
551393
12917
58999
0
10000
20000
30000
40000
50000
60000
70000
1M-10M 10M-100M 100M-1B 1B+
2008 (in $M)
2009 (in $M)
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
Revenue - Geographies
60 62
5257
45
75
18
25
2927
14
79 10
3 1 2 1
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1M-10M 10M-100M 100M-1B 1B+
Australia
Japan
Asia
EMEA
Latin/ South America
North America
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
Contracts : The Lifeline of the Business
Contracts in 2009AREA
COMPANY SIZE 1M-10M 10M-100M 100M-1B 1B+ 1M-10M 10M-100M 100M-1B 1B+
# OF COMPANIES 13 32 45 15 13 32 45 15
CONTRACT SIZES
Less than $50M 197 1203 6260 396 76 337 2404 534
$51M-$99M 10 26 52 16 51 1 44 52
$100 M- $ 299 M 0 6 8 0 0 4 10
ITO BPO
ITO BPO
1Q2009 141 101 40
2Q2009 148 118 30
3Q2009 140 108 32
4Q2009 168 110 58
Total 597 437 160
Source: TPI Index PresentationsGlobal Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
ITO- New Customers
0 500 1000 1500 2000
ADM
EA
ESO
OPD
IM
Strategic Outsourcing
Consulting
Other IT
1M-10M
10M-100M
100M-1B
1B+
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
BPO-New Customers
0 100 200 300 400 500 600
FAO
HRO
Call/ Contact Center
PO/ Supply Chain
KPO
Industry-specific BPO
1M-10M
10M-100M
100M-1B
1B+
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
Global Delivery- Countries & Headcount
• Top 10 • India is larger by several orders of magnitude.
• Next 5 locations include Ukraine, Russia, Belarus, Chile and Sri Lanka.
• 32 countries in all
Country Total
India 514157
Philippines 97740
United States 42808
China 34672
Canada 32690
England/UK 23494
Brazil 10213
Germany 9269
Australia 8544
Mexico 8412
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
Human Resources
1172814
1265403
133096
0
200000
400000
600000
800000
1000000
1200000
1400000
Total Headcount-2008
Total Headcount-2009
Employees Added in 2009
Top 10 Employers
Tata Consultancy Services Limited
Infosys Technologies Limited
Wipro Technologies
Computer Sciences Corporation
Convergys Corporation
Sitel Operating Corporation
HCL Technologies Ltd.
Aegis Limited
Genpact Limited
Stream Global Services
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
Management Practices
• Proprietary employee assessment system, career development system, certification and training
• Use of technology to manage risks associated with labor and non-labor operations costs. Over 70% have a system for production control where cost of services, projects and back office is registered. Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
Management Strategies
• Monitoring mechanisms include tools such as internal and external audits, dashboards, quality score cards, management reviews etc.
• A few use online HR systems to statistically predict and analyze labor costs.
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
The GS100 Model
Customer Maturity
Management Excel lence
Global Del ivery Maturity
Services Portfol io Breadth
GS100
Global Services (A Cybermedia
Brand) . Rights reserved.
425
13
0011 0010 1010 1101 0001 0100 1011
For more information…………
www.globalservicesmedia.com
Ed Nair
Editor- Global Services
1-678-665-6005
NJ
Global Services (A Cybermedia Brand) . Rights reserved.