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Outlook 2012:
   Understanding the State of the
   Industry in the Coming Year




                                                   15th December 2011


                                                        Atul Vashistha
                                                                Chairman
Atul Vashistha                                                 Neo Group

Chairman
Neo Group
                      www.GlobalSupplyRiskMonitor.com    www.NeoGroup.com
Since 1999
Neo Group


Trends 2012


Demand Outlook


Operating Models


M&A


Pricing


Wages/ Hiring


Risk Management


Rising Geographies


                                        © 2011 Neo Group Inc. All rights reserved.
              Reproduction of this document or any portion thereof without prior written consent is prohibited   2
NEO GROUP
SERVICES
                                                                      ADVISORY




                       GOVERNANCE
                        / PROGRAM                                                                             RISK
                       MANAGEMEN
                         T SERVICES
                                                                            -                              MONITORING




 Exclusively focused on
   superior outcomes
through global services,                                               RESEARCH
outsourcing and related
         issues


                                             © 2011 Neo Group Inc. All rights reserved.
                   Reproduction of this document or any portion thereof without prior written consent is prohibited     3
TRENDS 2012
MY VIEWS
   • Demand outlook expected to improve in 2nd half
   • Insourcing, managed services models dominate
   • Professionalization of Outsourcing
   • M&A continue but yield little benefits
   • Pricing expected to be flat
   • Hiring & Utilization will strengthen
   • Wages will rise creating margin pressure
   • New Geographies will take market share away from
    traditional locations
   • New opportunities: Cloud and Mobile
                                   © 2011 Neo Group Inc. All rights reserved.
         Reproduction of this document or any portion thereof without prior written consent is prohibited   4
BUYERS
MATURING
 Optimal Demand Management

 Innovation - key to transformation – beyond SLAs

    Greater emphasis on collaboration

    New and improved vendor partnering

 Increasing focus on Risk & Governance

 New destinations: moving beyond India

 Professionalization of talent

 Models evolve – insourcing, managed services, utility

 Rise of the mid-sized buyer
                                    © 2011 Neo Group Inc. All rights reserved.
          Reproduction of this document or any portion thereof without prior written consent is prohibited   5
BUYER TRENDS TO WATCH
IN 2012
  Operating Models going retro:
     Frustrated with supplier rising costs, governance challenges and uneven
      performance, insourcing is being explored by more clients
     Continued hiring and attrition challenges and overall governance requirements
      will accelerate buyers to move to managed services models

  Professionalization of Outsourcing:
     Supplier management and governance challenges will help clients recognize the
      need to have professionally trained managers.
     Programs such as COP from IAOP, and workshops from companies like Neo Group
      will be leveraged more.
     Recognition of clear differences in sourcing and managing the services category
      vs. product categories will lead to higher importance of sourcing leads and vendor
      managers.


                                        © 2011 Neo Group Inc. All rights reserved.
              Reproduction of this document or any portion thereof without prior written consent is prohibited   6
SUPPLIER TRENDS TO WATCH
IN 2012
 M&A continue but yield little benefits

 Wages will rise creating increased pressure on supplier margins

 Pricing expected to be flat in spite of many
  upward pressures

 Utilization will strengthen next year, increasing staffing challenges
  on fast ramp initiatives

 Managed services move beneficial

 Geographic expansion to serve diversified needs
   ↯ Local
   ↯ Global
                                      © 2011 Neo Group Inc. All rights reserved.
            Reproduction of this document or any portion thereof without prior written consent is prohibited   7
TRAP
UNCLEAR SUPPLIER DISTINCTION
 No clear methodology adopted to distinguish
  suppliers; especially in a multi-sourcing environment

 Perception that existing supplier/vendor best suited
  for all outsourcing functions, can be dangerous

 In-depth analysis of supplier domain expertise and
  exposure critical to successful outsourcing

 Establish effective framework to demarcate functions
  and processes a supplier is most suited for

                                   © 2011 Neo Group Inc. All rights reserved.
         Reproduction of this document or any portion thereof without prior written consent is prohibited   8
TRAP
NOT FOCUSED ON COLLABORATION
 Maintaining a ‘Client-Vendor’ relationship instead of a
  ‘Partnership’ – not sustainable for long in a managed/shared
  services model

 Joint involvement and participation of client in key operational
  activities of supplier is critical to business transformation

 Sustained innovation becomes reality in collaborative
  relationships

 Effective knowledge management between all stakeholders
  essential to gain competitive advantage


                                     © 2011 Neo Group Inc. All rights reserved.
           Reproduction of this document or any portion thereof without prior written consent is prohibited   9
NEED FOR PROACTIVE
RISK MANAGEMENT
 Proactive Risk Management is critical to continued
  growth of industry:
    Greater attention to the diversity of one’s geographic
     portfolio
    Increased attention to monitoring of risk and
     compliance related to disruption at supply locations
     and the supplier base
    Real-time alerts and monitoring of events, and their
     disruptive impacts
    Sorry for the plug but Neo’s Global Supply Risk
     Monitor web-service (globalsupplyriskmonitor.com)
 16-12-2011                             © 2011 Neo Group Inc. All rights reserved.                               10
              Reproduction of this document or any portion thereof without prior written consent is prohibited        10
RISE OF NEW AND EMERGING
LOCATIONS
 Rising Geographies take market share away from traditional locations but the
 pie is growing:

  New destinations continue to take a share of an expanding pie

  Eastern Europe & Central and South America are surging

  Buyers will increasingly utilize existing supplier's Global Delivery Models to
   provide time zone coverage and realize true 24x7x365 support

  Offshore players will continue to expand and/or setup operations in new
   geographies, such as Brazil, Poland, China, Mexico, and Colombia etc



                                         © 2011 Neo Group Inc. All rights reserved.
               Reproduction of this document or any portion thereof without prior written consent is prohibited   11
CURRENT HOT SPOT:
WORKFORCE PROFILE                    Poland                                                  Belarus
                                                                                                                                   Russia
                                                                                                                                    • Excellent programming Skills
                                     • Highest Universities in EE                            • Excellent Software Skills
                                                                                                                                    • Large universities graduate pool
Canada                               • Large IT Workforce                                    • Small Labor Force
                                                                                                                                    • Large IT workforce
• Excellent education system         • Largest Labor Pool in EE                              • Suitable for Niche Operation
                                                                                                                                    • Capable for large operation
• Productive IT workforce            • Excellent Education System                            • Smart & hard worker
                                                                                                                                    • Promising IT labor market
• Capable for complex project        • Multi-lingual Skills Set
• Shortage of IT labor supply        • Promising ITO & BPO labor market                            Ukraine                                China
                                                                                                  • World class programmers               • Large IT workforce
                                           Czech Republic                                         • Smart & hard worker                   • Improving Project Manager Level
                                           • World class IT skills                                • Creative workforce                      Skills
                                           • Very small IT graduate
                                                                                                                                          • Good number of colleges &
                                           • Very limited labor force
United States                                                                                          Romania                              Universities
                                           • Shortage of IT labor pool
• World class IT workforce                                                                             • Multi-Language Skills            • Capable for large operation
• Capable to manage most complex                                                                       • Highly Skill Worker              • Promising labor market
                                         Colombia
   project                               • Large graduate pool                                         • Promising IT O & BPO    Philippines
• Excellent education system             • Huge labor force                                              labor market                 • Large workforce
• Shortage of IT labor supply            • Bi-lingual skills                                                                          • Huge graduate pool
Mexico                                   • Promising Labor supply                                                                     • Fluent in English
• Good education system                                                                                                               • Promising labor market
                                                                  Israel                                                         Vietnam
• Large IT graduate pool                                            • Highly qualified IT
• World class IT skills set                                                                   Egypt                                    • Large workforce
                                                                        graduate                • Large labor force                    • Large # of universities
• Excellent bi-lingual skills                                       • Excellent IT Skills
• Capable for large operation                                                                   • Good education                         graduate turnout
                                                                    • Suitable for small           system                              • Good IT Skills
Guatemala , Panama, Honduras,                                           operation               • Multi-lingual skills                 • Promising IT labor market
Costa Rica, Peru, Chile                                             • Limited IT labor supply • Potential labor market Malaysia
 • Highly qualified graduate pool                                          Brazil                                              • Excellent IT skills
 • Good for higher end services                                            • High turnout of IT graduates                      • Good education system
 • Excellent bi-lingual                                                    • Huge Labor pool                 India             • Limited labor supply
 • Small workforce                                                         • Good people skills and            • Large IT workforce
 • Limited labor supply                         Uruguay                         availability                   • World class IT skills
                                                 • Limited IT workforce    • Quality human capital             • Excellent IT education system
 Argentina                                       • Small Population        • Capable for large operation       • Capable for large operation
 • Large labor pool                              • Higher end IT Skills    • Promising IT labor market         • KPO, BPO, Call Center skills labor pool
 • Bi-lingual capacity (English & Spanish)       • Suitable for small operation                                • Amazing IT labor market
 • Good for large contact center operation       • Small IT graduate turnout
 • Stable workforce in the long-run              • Shortage of IT labor supply                                                       Promising labor Pool
                                                                                                                                              Shortage of labor pool
                                                          © 2011 Neo Group Inc. All rights reserved.
                                Reproduction of this document or any portion thereof without prior written consent is prohibited                                         12
CURRENT HOT SPOT:
SPECIALIZED FUNCTIONS                                                                Belarus                              Russia
                                                                                     • Embedded Software                   • Embedded Software
                                               Poland                                                                      • Engineering Services
    Canada                                                                           • Engineering Services
                                               • Multi-Language Call Center                                                • Product Development
    • IT Services                                                                    • IT Services
                                               • Shared Services BPO                                                       • R&D, Systems Integration
    • R&D, ADM                                                                       • Product Development
                                               • F&A BPO                                                                   • Web Development
    • Medical Transcription                                                          • R&D, Systems Integration
                                               • IT Application Services
    • KPO, BPO Voice and Non-Voice                                                          Ukraine
                                                                                                                                           China
                                                                                             • Engineering Services,
                                                                                                                                            • Engineering Services
                                                                                             • IT Services
                                                                                                                                            • F&A BPO
                                                  Czech Republic                             • Product Development
                                                                                                                                            • IT Services,
                                                  • Infrastructure Management                • Systems Integration
                                                                                                                                            • Product Development,
United States                                     • Multi-Language Call Center
                                                                                                                                            • R&D, Software Testing
• R&D                                             • IT Services, R&D
                                                                                                    Romania                                 • Clinical Trial
• Product Development
• Embedded Software                                                                                  • Business Analytics,
• Engineering Services                                                                               • F&A BPO, HRO,
                                                                                                                                            Philippines
• ADM, IT Services etc                    Colombia                                                   • Financial Analytics,
                                                                                                                                             • Call Center (English and some
                                           • Back Office Operation                                   • IT Services, R&D
                                                                                                                                                 Spanish),
Mexico                                     • IT Application                                          • Multilingual Contact
                                                                                                                                             • Contact Center, F&A BPO,
• Back Office Operations,                  • Bi-Language Contact Center                                Center, Procurement BPO,
                                                                                                                                             • IT Services, LPO,
• Call Center (English, Spanish),                                                                                                            • Medical Transcription
• Embedded Services,                                                Israel
• Engineering Services,                                               • Hi-Tech Services            Egypt                                 Vietnam
• IT Services, R&D,                                                   • R&D                         • Embedded Software                    • Embedded Software
• Software Testing                                                    • IT Services                 • IT Services                          • IT Services, R&D
                                                                      • Clinical Trials             • Medical Transcription                • Software Testing
                                                                                                      Multilingual Call Center
                                                                                                                                        Malaysia
                                                                                                    • Product development
                                                                                                                                         • Call Center (English, Mandarin),
Guatemala , Panama, Honduras,                                                                       • Software Testing
Costa Rica, Peru, Chile                                                                                                                  • F&A BPO, IT Services,
                                                                                Brazil                                                   • Technical Helpdesk
 • Call center (English & Spanish)
                                                                                • IT Services
 • Back Office Operation
                                                                                • R&D, ADM                                         India
 • F&A BPO                                                                                                                           • Software Development
                                                                                • Software Development
 • Financial Analytics                                                                                                               • Product Development
                                                                                • Engineering Services
                                         Uruguay                                • Call Center                                        • IT Services
 Argentina                                • Call Center (Spanish)               • Back Office Operation                              • Engineering Services
  • Bi-lingual call center services       • Infrastructure Management                                                                • Embedded Software & Services
  • F&A BPO                               • IT Services                                                                              • Clinical Trial
  • IT Services                           • Product Development                                                                      • Medical Transcriptions

                                                          © 2011 Neo Group Inc. All rights reserved.
                                Reproduction of this document or any portion thereof without prior written consent is prohibited                                              13
Atul Vashistha
                                                                                                              Chairman, Neo Group
                                                                                                                atul@neogroup.com


        Click to edit Master text styles
            •Second level                                                                 Neo Group Global Headquarters
                                                                                                    6200 Stoneridge Mall Road, 3rd Floor
                  – Third level
                                                                                                              Pleasanton, CA 94588, USA
                     • Fourth level
                          • Fifth level
                                                                                                              Amsterdam, Netherlands

                                                                                                                             Austin, Texas

                                                                                                                       Bogota, Colombia

                                                                                                                         Bangalore, India

                                                                                                                              London, UK

                                                                                                                         Sao Paolo, Brazil

   www.NeoGroup.com                    www.GlobalSupplyRiskMonitor.com                                                  Sydney, Australia
14 2011 Neo Group Inc. All rights reserved. Reproduction or anyNeo document or any portion thereof without prior written consent is prohibited
  ©                                                             © of this Group All rights reserved
                                    Reproduction of this document
                                                                  2011
                                                                       portion thereof without prior written consent is prohibited www.NeoGroup.com

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Outlook 2012: Understanding the State of the Industry in the Coming Year

  • 1. Outlook 2012: Understanding the State of the Industry in the Coming Year 15th December 2011 Atul Vashistha Chairman Atul Vashistha Neo Group Chairman Neo Group www.GlobalSupplyRiskMonitor.com www.NeoGroup.com Since 1999
  • 2. Neo Group Trends 2012 Demand Outlook Operating Models M&A Pricing Wages/ Hiring Risk Management Rising Geographies © 2011 Neo Group Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited 2
  • 3. NEO GROUP SERVICES ADVISORY GOVERNANCE / PROGRAM RISK MANAGEMEN T SERVICES - MONITORING Exclusively focused on superior outcomes through global services, RESEARCH outsourcing and related issues © 2011 Neo Group Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited 3
  • 4. TRENDS 2012 MY VIEWS • Demand outlook expected to improve in 2nd half • Insourcing, managed services models dominate • Professionalization of Outsourcing • M&A continue but yield little benefits • Pricing expected to be flat • Hiring & Utilization will strengthen • Wages will rise creating margin pressure • New Geographies will take market share away from traditional locations • New opportunities: Cloud and Mobile © 2011 Neo Group Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited 4
  • 5. BUYERS MATURING  Optimal Demand Management  Innovation - key to transformation – beyond SLAs  Greater emphasis on collaboration  New and improved vendor partnering  Increasing focus on Risk & Governance  New destinations: moving beyond India  Professionalization of talent  Models evolve – insourcing, managed services, utility  Rise of the mid-sized buyer © 2011 Neo Group Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited 5
  • 6. BUYER TRENDS TO WATCH IN 2012  Operating Models going retro:  Frustrated with supplier rising costs, governance challenges and uneven performance, insourcing is being explored by more clients  Continued hiring and attrition challenges and overall governance requirements will accelerate buyers to move to managed services models  Professionalization of Outsourcing:  Supplier management and governance challenges will help clients recognize the need to have professionally trained managers.  Programs such as COP from IAOP, and workshops from companies like Neo Group will be leveraged more.  Recognition of clear differences in sourcing and managing the services category vs. product categories will lead to higher importance of sourcing leads and vendor managers. © 2011 Neo Group Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited 6
  • 7. SUPPLIER TRENDS TO WATCH IN 2012  M&A continue but yield little benefits  Wages will rise creating increased pressure on supplier margins  Pricing expected to be flat in spite of many upward pressures  Utilization will strengthen next year, increasing staffing challenges on fast ramp initiatives  Managed services move beneficial  Geographic expansion to serve diversified needs ↯ Local ↯ Global © 2011 Neo Group Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited 7
  • 8. TRAP UNCLEAR SUPPLIER DISTINCTION  No clear methodology adopted to distinguish suppliers; especially in a multi-sourcing environment  Perception that existing supplier/vendor best suited for all outsourcing functions, can be dangerous  In-depth analysis of supplier domain expertise and exposure critical to successful outsourcing  Establish effective framework to demarcate functions and processes a supplier is most suited for © 2011 Neo Group Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited 8
  • 9. TRAP NOT FOCUSED ON COLLABORATION  Maintaining a ‘Client-Vendor’ relationship instead of a ‘Partnership’ – not sustainable for long in a managed/shared services model  Joint involvement and participation of client in key operational activities of supplier is critical to business transformation  Sustained innovation becomes reality in collaborative relationships  Effective knowledge management between all stakeholders essential to gain competitive advantage © 2011 Neo Group Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited 9
  • 10. NEED FOR PROACTIVE RISK MANAGEMENT  Proactive Risk Management is critical to continued growth of industry:  Greater attention to the diversity of one’s geographic portfolio  Increased attention to monitoring of risk and compliance related to disruption at supply locations and the supplier base  Real-time alerts and monitoring of events, and their disruptive impacts  Sorry for the plug but Neo’s Global Supply Risk Monitor web-service (globalsupplyriskmonitor.com) 16-12-2011 © 2011 Neo Group Inc. All rights reserved. 10 Reproduction of this document or any portion thereof without prior written consent is prohibited 10
  • 11. RISE OF NEW AND EMERGING LOCATIONS Rising Geographies take market share away from traditional locations but the pie is growing:  New destinations continue to take a share of an expanding pie  Eastern Europe & Central and South America are surging  Buyers will increasingly utilize existing supplier's Global Delivery Models to provide time zone coverage and realize true 24x7x365 support  Offshore players will continue to expand and/or setup operations in new geographies, such as Brazil, Poland, China, Mexico, and Colombia etc © 2011 Neo Group Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited 11
  • 12. CURRENT HOT SPOT: WORKFORCE PROFILE Poland Belarus Russia • Excellent programming Skills • Highest Universities in EE • Excellent Software Skills • Large universities graduate pool Canada • Large IT Workforce • Small Labor Force • Large IT workforce • Excellent education system • Largest Labor Pool in EE • Suitable for Niche Operation • Capable for large operation • Productive IT workforce • Excellent Education System • Smart & hard worker • Promising IT labor market • Capable for complex project • Multi-lingual Skills Set • Shortage of IT labor supply • Promising ITO & BPO labor market Ukraine China • World class programmers • Large IT workforce Czech Republic • Smart & hard worker • Improving Project Manager Level • World class IT skills • Creative workforce Skills • Very small IT graduate • Good number of colleges & • Very limited labor force United States Romania Universities • Shortage of IT labor pool • World class IT workforce • Multi-Language Skills • Capable for large operation • Capable to manage most complex • Highly Skill Worker • Promising labor market Colombia project • Large graduate pool • Promising IT O & BPO Philippines • Excellent education system • Huge labor force labor market • Large workforce • Shortage of IT labor supply • Bi-lingual skills • Huge graduate pool Mexico • Promising Labor supply • Fluent in English • Good education system • Promising labor market Israel Vietnam • Large IT graduate pool • Highly qualified IT • World class IT skills set Egypt • Large workforce graduate • Large labor force • Large # of universities • Excellent bi-lingual skills • Excellent IT Skills • Capable for large operation • Good education graduate turnout • Suitable for small system • Good IT Skills Guatemala , Panama, Honduras, operation • Multi-lingual skills • Promising IT labor market Costa Rica, Peru, Chile • Limited IT labor supply • Potential labor market Malaysia • Highly qualified graduate pool Brazil • Excellent IT skills • Good for higher end services • High turnout of IT graduates • Good education system • Excellent bi-lingual • Huge Labor pool India • Limited labor supply • Small workforce • Good people skills and • Large IT workforce • Limited labor supply Uruguay availability • World class IT skills • Limited IT workforce • Quality human capital • Excellent IT education system Argentina • Small Population • Capable for large operation • Capable for large operation • Large labor pool • Higher end IT Skills • Promising IT labor market • KPO, BPO, Call Center skills labor pool • Bi-lingual capacity (English & Spanish) • Suitable for small operation • Amazing IT labor market • Good for large contact center operation • Small IT graduate turnout • Stable workforce in the long-run • Shortage of IT labor supply Promising labor Pool Shortage of labor pool © 2011 Neo Group Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited 12
  • 13. CURRENT HOT SPOT: SPECIALIZED FUNCTIONS Belarus Russia • Embedded Software • Embedded Software Poland • Engineering Services Canada • Engineering Services • Multi-Language Call Center • Product Development • IT Services • IT Services • Shared Services BPO • R&D, Systems Integration • R&D, ADM • Product Development • F&A BPO • Web Development • Medical Transcription • R&D, Systems Integration • IT Application Services • KPO, BPO Voice and Non-Voice Ukraine China • Engineering Services, • Engineering Services • IT Services • F&A BPO Czech Republic • Product Development • IT Services, • Infrastructure Management • Systems Integration • Product Development, United States • Multi-Language Call Center • R&D, Software Testing • R&D • IT Services, R&D Romania • Clinical Trial • Product Development • Embedded Software • Business Analytics, • Engineering Services • F&A BPO, HRO, Philippines • ADM, IT Services etc Colombia • Financial Analytics, • Call Center (English and some • Back Office Operation • IT Services, R&D Spanish), Mexico • IT Application • Multilingual Contact • Contact Center, F&A BPO, • Back Office Operations, • Bi-Language Contact Center Center, Procurement BPO, • IT Services, LPO, • Call Center (English, Spanish), • Medical Transcription • Embedded Services, Israel • Engineering Services, • Hi-Tech Services Egypt Vietnam • IT Services, R&D, • R&D • Embedded Software • Embedded Software • Software Testing • IT Services • IT Services • IT Services, R&D • Clinical Trials • Medical Transcription • Software Testing Multilingual Call Center Malaysia • Product development • Call Center (English, Mandarin), Guatemala , Panama, Honduras, • Software Testing Costa Rica, Peru, Chile • F&A BPO, IT Services, Brazil • Technical Helpdesk • Call center (English & Spanish) • IT Services • Back Office Operation • R&D, ADM India • F&A BPO • Software Development • Software Development • Financial Analytics • Product Development • Engineering Services Uruguay • Call Center • IT Services Argentina • Call Center (Spanish) • Back Office Operation • Engineering Services • Bi-lingual call center services • Infrastructure Management • Embedded Software & Services • F&A BPO • IT Services • Clinical Trial • IT Services • Product Development • Medical Transcriptions © 2011 Neo Group Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited 13
  • 14. Atul Vashistha Chairman, Neo Group atul@neogroup.com  Click to edit Master text styles •Second level Neo Group Global Headquarters 6200 Stoneridge Mall Road, 3rd Floor – Third level Pleasanton, CA 94588, USA • Fourth level • Fifth level Amsterdam, Netherlands Austin, Texas Bogota, Colombia Bangalore, India London, UK Sao Paolo, Brazil www.NeoGroup.com www.GlobalSupplyRiskMonitor.com Sydney, Australia 14 2011 Neo Group Inc. All rights reserved. Reproduction or anyNeo document or any portion thereof without prior written consent is prohibited © © of this Group All rights reserved Reproduction of this document 2011 portion thereof without prior written consent is prohibited www.NeoGroup.com