gs100 the story behind the numbers

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4 2 5 1 0011 0010 1010 1101 0001 0100 1011 4 2 5 1 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.

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Page 1: Gs100 the story behind the numbers

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GS100-The Story Behind the Numbers

Ed Nair, Editor, Global Services

Global Services (A Cybermedia

Brand) . Rights reserved.

Page 2: Gs100 the story behind the numbers

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Agenda

• The Reset Economy and Outsourcing

• The GS100 Survey- Through the Numbers

• GS100 Model for Service Providers

Global Services (A Cybermedia

Brand) . Rights reserved.

Page 3: Gs100 the story behind the numbers

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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.

Page 4: Gs100 the story behind the numbers

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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.

Page 5: Gs100 the story behind the numbers

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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.

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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.

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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.

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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.

Page 9: Gs100 the story behind the numbers

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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.

Page 10: Gs100 the story behind the numbers

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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.

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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.

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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.

Page 13: Gs100 the story behind the numbers

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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.

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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

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Brand) . Rights reserved.

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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.

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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.

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Brand) . Rights reserved.

Page 17: Gs100 the story behind the numbers

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The GS100 Model

Customer Maturity

Management Excel lence

Global Del ivery Maturity

Services Portfol io Breadth

GS100

Global Services (A Cybermedia

Brand) . Rights reserved.

Page 18: Gs100 the story behind the numbers

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For more information…………

www.globalservicesmedia.com

Ed Nair

Editor- Global Services

[email protected]

1-678-665-6005

NJ

Global Services (A Cybermedia Brand) . Rights reserved.