1. Aprovechar la tecnologia en
la globalización de
servicios:
el outsourcing, la exportación y la
inversión extranjera en tecnología
Estuardo José Robles
2. Contenido
Mercado
mundial de outsourcing
Tipos de outsourcing
Oportunidades de Guatemala
Algunos casos de éxito en Guatemala
Como aprovechar estas oportunidades
4. Mercado Mundial de Servicios
Comercio
Mundial
Mercancias
US$ 12,062,000,000,000
Servicios US$ 10,660,600,000,000
Crecimiento
9% anual
Mercado del Outsourcing
US$
310,000,000,000
100x
PIB Guatemaala
5. Movimiento de Empleos Call Centers
Canada – 250,000
35,000 last year
25,000 this year
US – 2,500,000
holding
CALA – 335,000
20,000 last year
40,000 this year
E. Europe – 25,000
3,000 – last year
10,000 – this year
EU – 1,500,000
holding
Africa – 55,000
8,000 last year
12,000 this year
2005: 161,000 asientos
2006: 350,000 asientos
Hasta 2010: mas de 2 Millones
China – 30,000
4,000 – last year
6,000 – this year Japan –
45,000
holding
Philippines – 35,000
10,000 – last year
India – 100,000
15,000 – this year
30,000 last year
($2k-$5k)
40,000 this year
Australia/
New Zealand –
150,000
6,000 last year
8,000 this year
6. Migración al revés?
14%
To Canada
29%
From Europe
17%
To Developing EMEA
45%
18%
From USA
From
APAC
15%
To CALA
53%
To
APAC
1% de 2 Millones = 20,000
7. Tipos de Outsourcing
BPO
– Business Process Outsourcing
Offshoring/Nearshoring/Homeshoring
Call Centers/Shared Services/Back Office
Maquila de Software
Desarrollo Web
Soporte Tecnico
Servicios Profesionales (presentaciones,
diseño grafico, arquitectura)
8. Estructuras Complejas de SI
Servidores
Aplicaciones
Servidores
Base Datos
Firewall
Seguridad
DNS
Time
R
Legacy
Systems
(Antiguos)
R
Web Server
Citrix, etc R
R
Internet
OSA
OSA
OSA
Cliente
R
Enlaces
Capa
Disbrib
Total para el usuario
OSA
Sist
Seguridad
Procesos Manuales
9. Ejemplos de Outsourcing
Servicio
al cliente
Telemercadeo
Maquila de Software (TCS)
Digitación de formularios médicos
Interpretación de rayos X
Compras en la web (boletos aéreos)
11. Estabilidad y Crecimiento
Percentages
Central America: Real Growth Rate GDP
2005 - 2007
7
6
5
4
3
2
1
0
4.6%
5.2%
Costa Rica El Salvador Honduras Nicaragua Guatemala Panamá
2006
2007
12. BB- (1) BB+ (stable)
Ba2
Ba2
(stable) (positive)
BB BB
(stable)
(stable)
Level 6 level 5
FMI: “Guatemala es pilar de
estabilidad centroamericana”
Institutional Investor: “Guatemala es
el país de centroamerica con las
mejores reformas desde 2003”
World Bank: Guatemala,
10 paises mas reformistas
del mundo
World Economic Forum
Guatemala,
#1 de los 125 paises en
mejoras Indice de
Competitividad Global
Bear Stearns: “Guatemala está sub-calificada”
13. Telecomunicaciones
Redundancia y continuidad
99.98 % en la ultima milla
99.99 % back bone
Recuperación de desastres, colocación
3 Cables submarinos (Emergia Maya Arcos)
2 lineas de fibra hacia Mexico
4 Carriers principales
16+ ISPs
Capacidad instalada hasta STM64
Tarifas mas bajas de la región, E1 = $1,000
MPLS, 100% desde 3 años atras.
Teledensidad: 54%
14. Fuerza laboral Educada y abundante
University Population in Central America
170,000
200,000
105,889
120,000
114,729
120,000
100,000
0
Guatemala El Salvador Nicaragua Costa Rica Panamá
•
•
•
•
•
Població n joven: 70% menor 30 añ os
Ingles en las universidades
5 facultades de ingenieria
200,000 tecnicos INTECAP
170,000 alumnos universitarios
17. Casos de Éxito en Guatemala
Varias
categorias:
Call Centers
BPO
Tier 1 Support
Diseño y Animación
Maquila de Software
Exportación de productos: Sofex, Hardware
18. CALL CENTERS en Guatemala
Aproximadamente 10
call centers atiendendo
internacionalmente
generando 4,000
empleos (mitad hacia
mexico, mitad EEUU)
Y otros 65 call centers
atendiendo mercado
local y centroamericano
19. Current State:
International Centers
-Transactel mas de 1,000
empleados
-CapGemini mas de 4 años.
-Digitex empresa española
-Call Universal con inversion
de India.
-Atento #5 global (#1 español),
mas de 1,600 en Guatemala
-24/7 Customer inversion India
-Asistencia Global
-ACS mas de 8 años en data
entry en Guatemala.
-Telgua servicio al cliente
20. Current State:
Areas of Expertise
Telermarketing,
Information, Credit
Collection, Reservations,
Subscriptions,
HelpDesk, Database
maintenance, Market
Research, Donations
handling, Fraud Control,
etc.
In markets such as
Central America, Mexico,
US (English & Spanish),
Puerto Rico, Spain and
Argentina.
22. Studio C
Llego
a tener mas de
100 diseñadores
The Chronicles of Narnia
The Chronicles of
Riddick
The Interpreter
The Ring 2
Fever Pitch
24. Como aprovechar estas oportunidades
Buscar
empleo en firmas establecidas
Capacitación importante
(el
ingles es fuerte valor agregado)
Agremiarse,
asociarse (Agexport)
Cuidar la calidad y la reputación
Aprovechar la Web. Registrar en
directorios en-linea como proveedor
Apalancar relaciones con EEUU
Number of live voice contact center seats is first number
Movement into region is second number and third number
Lots of points to be made here – Mckinsey study – 800,000 seats moving in next 5 years to India, Gartner group – 2.5M agents in US growing to 3 by 2005. We’ve done our own study with our marketshares – 450,000 seats by 2005 – 600,000 back office seats.
Toda la infraestructura y el ciclo de vida y performance
Guatemala es la primer economía del area centroamericana+panamá con un 32.5%, seguida de Costa Rica y El Salvador, 2da. Y 3ra. Posición respectivamente; ello de acuerdo a cifras de 2005.
There are private training facilities that specialize in customer care management and government owned institutions that provide skill-set development training.
Technical Institute for Training and Productivity (INTECAP).
32 educational branches at a national level.
There are 8 specialized schools teaching English as a second language, graduating over 3000 fully bilingual students per year.
There are 9 Universities in Guatemala City alone. Most of the Universities have educational exchanges with US Universities
Over 160,000 enrolled population. The most university students in the Central American region.
Largest trained work force in Central America, and strong educational infrastructure
Largest private university in Central America and third largest public university
Over 2M computer literate
Guatemala has the ability to offer a highly qualified and educated bilingual workforce, since most Guatemalan institutions require the TOEFL Exam as a requisite of graduation.
Studio C uses art and vanguard technology to provide wholesome entertainment, enhance an appreciation of native Latin American culture and diffuse quality education in the region through the creation of effective educational materials.
In its short existence, Studio C has proven that world class work can be done in Guatemala and Central America. Its crowning achievement to date is its having been selected as one of only four visual effects studios to be awarded work on Disney’s “The Chronicles of Narnia” nominated for the Academy Award. However, it has also been involved in a broad array of other feature films such as Universal Picture’s “The Chronicles of Riddick” and “The Interpreter”, “The Ring 2” produced by Dreamworks and “Fever Pitch” produced by 20th Century Fox.
Television production such as “Mi Guatemala”, and live theater projects have an important place in the work of the Studio C team. Meanwhile, it is also moving forward with the production of didactic medias to be enjoyed by children and teenagers. These include the interactive books on CD “El Perrito Veloz” and “El Raton Aviador”, and “Viaje a Latinoamerica” which takes viewers on an enchanting and educational trip through Latin-America
Studio C was founded in 2001 by Carlos Arguello who moved back to Guatemala to pursue his dream of establishing a forefront art and technology center there after a lengthy, brilliant, award-winning career working for world-renowned television and movie companies in San Francisco and Hollywood. Doing the work is a team of more than 40 young digital artists, designers, animators, producers, directors, illustrators, writers, editors, photographers, musicians, and computer technicians. They are dedicated to passionately producing short and long format films, visual effects, television programs, title sequences, documentary films, and other forms of visual media.
The enormous success of Studio C has generated plans for rapid expansion and diversification. Its continued showcase work on special effects and animation for feature films will soon be combined with its own television and cinema productions. To assure highly-capable personnel for its projects, it is in the process of establishing a University for Arts and Technologies for young men and women who wish to achieve knowledge of digital techniques at the university level. It will serve as a conduit to exciting new careers in film and television. Studio C is also in the process of putting into practice its social responsibility conviction by setting up a non-profit foundation to promote its educational and cultural enhancement projects.
