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GS100-The Story Behind the
Numbers
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Ed Nair, Editor, Global Services 1
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Global Services (A Cybermedia
Brand) . Rights reserved.
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2. Agenda
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• The Reset Economy and Outsourcing
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• The GS100 Survey- Through the Numbers
• GS100 Model for Service Providers
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Brand) . Rights reserved.
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3. The Reset Economy
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• Outsourcing market still robust in 2008,
bottomed out mid-2009
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• Recovery begins
• New behaviors, new agenda ……some call it
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‘the new normal’
• Service providers adapt to the new normal
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4. The GS100 Survey
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• The GS100 List recognizes leadership
amongst global ITO and BPO providers
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• Based on both quantitative and qualitative
data collected on opt-in basis. Exhaustive
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survey
• 5th year under this brand, done in
collaboration between Global Services and
NeoAdvisory (formerly neoIT)
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5. GS100 Survey-2010
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Global Coverage
2
5
1
9
9 37
US and Canada
India
6
China
4
Europe
Latin America
33
Asia
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Brand) . Rights reserved.

6. GS100 Survey- 2010
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Significant Sample
45
40
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2
35
30
25
20 % Number of Companies
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15
10
5
0
$ 1M to $ $10M to $100M to $ $1B +
10M $100 M 1B
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Brand) . Rights reserved.

7. GS100 Survey-2010
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Coverage in terms of industry size(in $M)
Total
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1B+
100M-1B
Aggregate Revenue 2009 (in $M)
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10M-100M
1M-10M
0 20000 40000 60000 80000
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8. The Growth Story
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70000
58999
60000
49810
2
50000
40000
30000
2008 (in $M)
2009 (in $M)
1
4
20000
1229812917
10000
48 55 1237 1393
0
1M-10M 10M-100M 100M-1B 1B+
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9. Revenue - Geographies
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100% 3 1 2 1
7 10
9
90% 14
80% 25
27
18 29
2
70%
1
5 Australia
60% 4
5
7 Japan
50% Asia
EMEA
40%
4
Latin/ South America
30% 60 62
57 North America
52
20%
10%
0%
1M-10M 10M-100M 100M-1B 1B+
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Brand) . Rights reserved.

10. Contracts : The Lifeline of the Business
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Contracts in 2009
AREA ITO BPO
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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
4
$51M-$99M 10 26 52 16 51 1 44 52
$100 M- $ 299 M 0 6 8 0 0 4 10
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 Presentations Services (A Cybermedia
Global
Brand) . Rights reserved.

11. ITO- New Customers
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Other IT
Consulting
2
Strategic Outsourcing
IM
OPD
1M-10M
10M-100M
100M-1B
1
4
1B+
ESO
EA
ADM
0 500 1000 1500 2000
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12. BPO-New Customers
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Industry-specific BPO
KPO
1
2
PO/ Supply Chain 1M-10M
10M-100M
Call/ Contact Center 100M-1B
4
1B+
HRO
FAO
0 100 200 300 400 500 600
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13. Global Delivery- Countries & Headcount
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• Top 10 • India is larger by
Country Total several orders of
India 514157
magnitude.
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Philippines 97740
United States 42808
China 34672 • Next 5 locations
Canada 32690
include Ukraine,
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England/UK 23494
Brazil
Germany
10213
9269
Russia, Belarus, Chile
and Sri Lanka.
Australia 8544 • 32 countries in all
Mexico 8412
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14. Human Resources
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1400000
1265403 Top 10 Employers
1200000 1172814
Tata Consultancy Services Limited
Infosys Technologies Limited
1
2
1000000
Wipro Technologies
800000 Computer Sciences Corporation
600000
Convergys Corporation
4
Sitel Operating Corporation
400000 HCL Technologies Ltd.
Aegis Limited
200000 133096
Genpact Limited
0 Stream Global Services
Total Headcount- Total Headcount- Employees Added
2008 2009 in 2009
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15. Management Practices
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• Proprietary employee assessment system,
career development system, certification
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and training
• Use of technology to manage risks
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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
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16. Management Strategies
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• Monitoring mechanisms include tools such
as internal and external audits, dashboards,
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quality score cards, management reviews
etc.
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• A few use online HR systems to statistically
predict and analyze labor costs.
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17. The GS100 Model
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Customer Management
Maturity Excellence
GS100 1
2
Global Deliver y
Maturity
Ser vices
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Portfolio Breadth
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18. For more information…………
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www.globalservicesmedia.com
Ed Nair
1
2
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Editor- Global Services
ed@cybermedia.co.in
1-678-665-6005
NJ
Global Services (A Cybermedia Brand) . Rights reserved.