OutsourcingPoland. BPO and Shared Services Centers

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1 Outsourcing BPO and Shared Services Centers BPO, shared services, and outsourcing centers Top 89 universities in Profiles of center managers and workers List of 132 newest Class A office buildings

2 We Inspire You to Take Good Decisions To begin with, our offer covers 7500 sqm. (quarter 4, 2011). comprises 30,000 sqm. of : 2011 Building I; 2012 Building II; 2013 Building III; 2014 Building IV Usable area: 7500 sqm sqm. / 1080 sqm. depending on arrangement of interior Types of spaces: any, from open space to individual development, depending on tenants' needs Be 39 Konduktorska Street (side street of Korfanty Avenue. Direct access from planned Northern Katowice Ring Road) 10 m from the Bus Stop (route: Konduktorska St. railway station) 500 m from Korfanty Av., which is the city's main road cities in Katowice agglomeration) 2,5 km from Katowice City Centre 4,5 km from A4 motorway 40 km from Pyrzowice Airport A multinlingual workforce Access to over 210,000 university students at 40 universities The Upper Silesian Industrial Park Ltd Contact person: Justyna Bartecka tel.: mobile: fax: justyna.bartecka@gppkatowice.pl

3 ISSN Publisher: BiznesPolska Media sp. z o.o. tel.: ; fax: ul. św. Bonifacego 92 lok. 13; Warsaw Research: Magdalena Adamczyk madamczyk@biznespolska.pl Advertising: Agnieszka Sawka asawka@biznespolska.pl President: Thom Barnhardt mobile: barnhardt@biznespolska.pl Design and layout: Sławomir Parfianowicz, sparfianowicz.wordpress.com Druk: Miller Druk Outsourcing in Table of Contents 2010 Outsourcing in still young market with untapped potential Manager s Profiles BPO in a map List of BPO, Outsourcing, and SSC Companies in Top Office Buildings in Top 89 Polish Universities Multiply Your Opportunities Make the most out of outsourcing Contact Center The largest outsourcing company providing call/contact centre services in. Over 10 years of experience in services for business sector on the Polish and international markets, including multilingual operations. More than 2200 fully equipped workstations at 10 operational centres. Full 24/7/365 support. 24 million outbound calls per year. 42 million inbound calls per annum. Successful campaigns for more than 20 different industries. 1st place in the Direct Marketing Companies category in the Book of Lists 2010 ranking. info@contactcenter.pl center.pl

4 Outsourcing in Business Directory 2010 Outsourcing in still young market with untapped potential may go down as the year everyone in finally got it - that the outsourcing services sector is a tremendous opportunity now, and looks set for continued rapid growth. While sev eral k ey cities (such as Kr akow and Wroclaw) have understood this already for some time, cities in s east, south, and northwest are keenly aware of the opportunities to expand their tax base, off er employment options for their young graduates, and modernize their city with new office buildings and stat e-of-the-art telecom services. At its very core, outsourcing is a labor arbitrage a never-ending search for relatively lowcost, highly-skilled labor, versus an existing alternative. And is well-placed for this trade. And this is great news for large multinationals considering as a shared services or BPO destination. Incr eased competition within means more options, better services, and contained costs for multinationals. By some estimates (PAIZ), the sector employs about 45,000 people, and is likely t o grow to 70,000 within two years. Those are big headline growth numbers, and means high demand f or modern office space, r e- cruitment services, and le gal and accounting work - to name just a few. In this annual business dir ectory, Outsourcing in, published by BiznesPolska Medi a, we ha ve tr ied t o pr ovide an exhaustive listing of c ompanies in the outsourcing sector in. Our definition of outsourcing is deliberately broad, and includes the dominant sectors of shared service centers, and BPOs pr oviding ex ternal services, as well as R&D c enters, I T and software development, and call c entres. Niche services, such as animation work provided f or H ollywood pr oducers, also fit within our definition. At its very core, outsourcing is a labor arbitrage - a never-ending search for relatively low-cost, highly-skilled labor, versus an existing alternative. And is well-placed for this trade. On the supply side, has more than 2 million university -level students, and turns out about 400,000 g raduates each year (by far the dominant r anking in CEE). With major universities spread across many cities, the c ountry off ers multina tionals choices of multiple locations, and relatively different skill sets and c ost-options. T his army of young workers - reinforced and resupplied annually - is better educated than the EU average, and strong in European languages, technical and I T skills, and administration and accounting. The ec osystem of suppor t f or the out - sourcing sector is also dynamic and improving rapidly. T he stock of moder n Class A office buildings has g rown substanti ally over the last fiv e years, and cities tha t offered f ew choices - such as Szcz ecin, Gdansk, and K atowice - ha ve seen big increases in their st ock of moder n offic e space. City governments offer administrative and investor support, as well as potential for tax breaks for employment, grants of land, or other incentives. Financial incentives from the European Union may also be available. And while br oadband ac cess in s countryside is poor, telecom quality and broadband access in the larger cities is often world-class. On the demand side, c ompanies worldwide ar e under pr essure t o cut c osts t o achieve profit targets, as revenue gains have been more difficult to achieve. Not only are there c osts t o wr ing out of r ules-based, repetitive transaction tasks, but fir ms are increasingly aware of labor-cost arbitrage for higher value-added services, such as consulting, financial modeling, pharmaceutical research and advanc ed software programming. And sometimes it s not only about the costs - but the ability t o consolidate opera- Continued on page 4

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6 Szczecin A guidebook for foreign direct investors, with essential data and key contacts in 25 of s largest cities, 16 voivodships, and 14 special economic zones Gorzów Wielkopolski Poznaƒ Zielona Góra Wroc aw Bydgoszcz Toruƒ Opole Gdaƒsk ódê Katowice Olsztyn Kraków Kielce Warszawa Rzeszów Bia ystok Lublin Outsourcing in Business Directory 2010 Outsourcing in still young market with untapped potential Continued from page 2 tions with better controls, or provide extra capacity for busy or over-loaded parts of the organization. 4 The sector employs an estimated 45,000 people, and is likely to grow to 70,000 within two years. In, BPO and outsour cing service providers see further potential in so-far untapped areas. While most provide services to clients that are ultimately based outside, the domestic marke t holds potential as large P olish firms - such as bank s, manufacturers and telecoms - seek c ost reductions, operating efficiencies and higher financial returns on their asset base. s public sect or, including ministries, agencies, and cities, is mostly untouched by outsourcing, and represents big potential - as is clear from the examples of the UK and west ern Eur opean gover n- ments. Another market, not t o be dis - missed, is the behemoth of the Eur opean Union, with its need for European language skills and cultural sensitivities. Ironically, the strain on public financ es and need for budgetary savings across Europe may ultimately benefit s outsourcing industry. As the sector passes its first sta ge of development, one can ex pect to see fur ther We would like to thank all of the city officials that were so responsive with providing information about companies in their region. As well, contributions from the associations ABSL and ASPIRE helped us in gathering data and urging their members to contribute. differentiation and speci alization in s diff erent r egions. O utsourcing managers (profiled here in Outsourcing in ) ar e keenly a ware of the need t o move up-market, pr oviding mor e valueadded services to sustain the shift of c ommoditized services to lower cost locations in Indi a, eastern Eur ope, or lower -cost eastern. A s s smaller cities bite at the heels of the mor e established outsourcing locations, one can expect to see further development and diff erentiation, and an altogether healthier and deeper outsourcing services sector in. n Thom Barnhardt BiznesPolska Media CityInvest th edition distribution at Munich s Expo Real in October Enquiries to Agnieszka Sawka: asawka@biznespolska.pl CityInvestPOLAND 2008

7 2010 Business Directory Outsourcing in manager s_profile_ Sony Pictures Global Business Services Shared Services Center Headquarters: Tokyo, Japan and Los Angeles, U.S. SPE s European territories and lines of business into one location, in accordance with local laws and consultation requirements. Main focus includes managerial and statute accounting, reporting to the parent company in Los Angeles, as well as the dealing with incoming and outgoing payments. Gdynia is the first such a service center for Sony Pictures and the precursor to the concept of shared services worldwide. Advice about setting up: Gdynia was selected due to language skills, education levels, skill levels, and availability of the workforce as well as favorable cost profile and availability of office space. Another important factors are that Tricity is located very close to large academic centers. We are in the process of finalizing a grant Innovative Economy, Project is called Creation of common services in for Sony Pictures Entertainment. Michał Gryglewski Managing Director, Gdynia Operations in : Center started first operations in December 2009, employing first 13 people. Sony Pictures Entertainment has created a Finance Shared Services Jarek Zboralski People & Organization Director, Gdynia Center (SSC) in Gdynia to handle transactional finance and accounting support for SPE s European businesses. The Centre will consolidate portions of our transactional finance operations across Employee issues: At present we employ about 60 people of 11 nationalities, speaking nearly 15 different languages. Staff based in has begun performing work for Sony Pictures Home Entertainment operations in Italy, Benelux and the Nordics. We plan to hire people more during the year 2010 and n Outsourcing to? 5 We are a Warsaw-based Consultancy with hands-on experience in helping multinationals set up BPO and Shared Services Centers in. Our approach is to identify your needs and then suit them to the available possibilities on the ground. What and why -the pros and cons Cost-benefit analysis Location analysis Labor issues Communications & IT issues Market trends Advise on and acquisition of government subsidies & incentives Setting up strategy and implementation thereof Corporate planning support: human resources, wages & social security, accounting, taxation and other administrative issues. We specialize in setting up centers that are dedicated to the following functions: IT, HR, KPO, Financial & Accounting Services & Business Analysis. Our experts take pride in initiating and implementing innovative functions. Contact us with your needs, for a free quotation at your earliest convenience: Mbewe & Associates mbewe@mbewe-associates.com GSM:

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10 Outsourcing in Business Directory 2010 manager s_profile_ Dimar Polska Call Center and BPO Headquarters: Łódź The boutique provides better service for less Euros- and is more fun. Employee issues: We employ circa 60 telemarketers, and manage another 160. Support staff circa 30. Has gone up dramatically over the last 3 years. The employee base is mostly young, eager, and flexible; what they currently still lack is individual problem-solving skills regarding new situations. However this is improving. We are sure that things can and will change rapidly, therefore we embrace change. We also have found that we have less staff rotation and lower operating costs than in Warsaw. 8 Operations in : We are based in Łódż, where we moved our call center and telemarketing operations two years ago from Warsaw. Dimar Polska exists since the year 2000, and focuses on telemarketing, call center and database management services for international clients, of whom most have an office in. In Łódż we have a 90-seat call center operation, and a 100-seat call center BPO operation we set up and manage for one of our clients, an insurance company. All our clients are external, mostly from the financial sector. Almost all projects are sales or sales-support oriented (outbound calling). We operate two shifts: 9:00 to 16:00 for b2b, and 16:00 to 21:00 for private individuals. Jasja van der Veen General manager / owner Łódź jvdveen@dimar.pl Advice about setting up: Hire an experienced local partner, if you are not present in yet. is developed and in the EU but setting up a BPO center here costeffectively requires local knowledge. Setting up a 100 seat call center for a client, providing location, infrastructure, recruitment, training and management is something for a specialized niche player to do, not a Big 4. Critical issues to be addressed include employee contracting, database protection regulations, and health and safety regulations particular to the BPO sector. You can go the big hotel way or the boutique approach. Positive surprises - and critiques - of operating in, and cost savings/efficiencies: We are reaching sales response rates in that are unknown in western Europe. For example, instead of fighting for 2-3% sales to a database, we are achieveing results like 10%, some over 15 and even 20% results, which nobody expected. Setting up a BPO operation in an old factory, which after thorough renovation is now a unique office location, with high wooden ceilings, large windows and red brick walls in the center of town; Being acknowledged by the client s HQ as currently their best telesales operation in Europe. We managed not only to save costs when compared with France or Germany but as well increase results at the same time. The latter is the more difficult part. Cost savings of a BPO 100-seat call center in Łódż compared with western Europe are much more than 50% on a monthly basis. City of Łodz authorities focused on BPO investments but not overcrowded with clients yet. n manager s_profile_ Amway Business Centre-Europe Shared Services Center Headquarters: Michigan, U.S. Przemysław Siuda General Manager, Kraków przemyslaw.siuda@amway.com Operations in : European shared services center supporting Amway affiliates offices in 26 European countries. The scope is widely understood as business processes. We are here because of the availability of skills-educated employees, fluent in European languages, with experience in providing services internationally and also because of competitive costs of such quality services. Krakow was chosen because of its number one position in within service center sector. Advice about setting up: Cost is not the number one factor; staff development and career progression are as important as salaries; infrastructure reliability is a key element. Employee issues: Currently 30, growing up to 100 this year. From my experience growth by up to 300 people per year is possible without compromising quality. Employees possess uniqueness skills, including strong foreign languages. Shortcomings include frequent impatience for career progression. Positive surprises - and critiques - of operating in, and cost savings/efficiencies: Positives: availability of a variety of skills and experiences; Negatives: very limited governmental support. We believe that one can achieve double digit savings (in percentage terms). n

11 2010 Business Directory Outsourcing in manager s_profile_ H-P BPO and Shared Services Center Headquarters: Texas, U.S. Jacek S. Levernes Managing Director HP Global Business Center Operations in : In order to consolidate and improve HP s worldwide operations, the company has established a network of global business centers responsible for carrying out support activities (in areas like finance, accounting, HR, customer support, reporting, supply chain management, etc.) on behalf of other HP units, as well as other companies. There are currently 10 such centers located in Mexico, Costa Rica, India, China, Spain, Romania and (Wrocław). The Wrocław Global Business Center (Global e- Business Operations Społka z o.o.) was established in By 2008, the GBC employed approximately 1,200 accountants, business analysts and other certified specialists. The specific nature of the center s operations requires it to employ specialists who can communicate in all EMEA languages. The center will expand in Wroclaw. In the next few years HP GBC will play a key role in the area of commercial business process outsourcing as well as shared and decision-support services for HP businesses in Europe. HP leases around 20,000 sm of office space in Wroclaw. Advice about setting up: The most significant factors that determined the selection of Wroclaw for the Shared Services Center were the availability of well-educated, goal oriented and flexible staff, as well as administrative support from the authorities. Wroclaw is an investor-friendly city, it helps companies at all stages of business realization. Very important was the great atmosphere of the city, which attracts both investors as well as potential employees. The state of Wroclaw s infrastructure is constantly improving. We are now waiting for the new airport that will be finished in 2011 and the end of all road improvement projects. Employee issues: In order to guarantee the optimal quality of service the typical employee profile requires candidates for the Wrocław GBC to have graduated from university or other tertiary education institution and to fluently speak English and a second EMEA language depending on their job position. HP has almost 1800 employees in its center in Wroclaw. The number of the workplaces created in the center in the next few years will be above As our services evolve we will employ people with 3-7 years business experience with knowledge of at least English and ideally 1 or 2 more languages. n 9

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14 Outsourcing in Business Directory manager s_profile_ Hewitt Associates BPO and Shared Services Center Headquarters: Illinois, U.S. Eoin McCoy Centre Director Kraków Operations in : While Hewitt has had a consulting presence in for the last 15 years, our outsourcing operations started in Krakow 5 years ago. In that time, we have grown from zero to 500 associates, and now run two operational centres in Krakow. We run a mixture of BPO and Shared Service (internal) operations. Our BPO operations cover our HR BPO (Human Resources Business Process Outsourcing) service across 75 countries, and our Benefits Admin services for the UK. Krakow is the strategic service centre for all of Europe, Africa and EurAsia, and will be the service location for all future work in the region(s). As our client and service expectations developed over the last decade, Hewitt needed to build a stronger multi-lingual service capability. Traditionally, our outsourcing business has been quite UK/US centric. Krakow as a location was the only location capable of matching our strategic needs:- a developed BPO market place capable of providing the skilled experience we need and a strong academic infrastructure to provide the polyglot graduates, as well as a developed and mature service infrastructure in the city. Advice about setting up: Make sure your organization is ready - a lot of companies focus on the issue of whether the local market has the ability to deliver. Don t lose sight of the issue of whether your organization is capable of delivering on this project too - real estate, legal, finance, HR etc. Have a vision - have a clear idea of what you expect your operations to be. A 3-5 year vision for the centre is important - otherwise, you might find yourself in a different place. You need a strong local team, with strong local market knowledge. Trying to run this from London will impact your success. Employee issues: We currently have 500 associates in. This figure has grown from zero in 5 years, doubling in size almost every year during that period. We will continue to grow towards 800 over the coming 2-3 years. One of the most attractive aspects of the Krakow (and ) market is the strength of the academic stream and the talent of the graduates, but don t confuse this potential with capability. An organization still needs to invest and develop this talent, as you would anywhere else in the world. Customer service skills, market & business awareness, business leadership & strategy and cross-cultural skills - as all soft skills elements - are now widely part of the workforce toolkit. Positive surprises - and critiques - of operating in, and cost savings/efficiencies: We constantly achieve a 40-60% employer cost arbitrage as we relocate the work. This is even before we find any quality and efficiency gains, which in turn help us gain another 30-60% benefit. n manager s_profile_ Alexander Mann Solutions BPO Headquarters: London give you accurate advice on all matters relating to HR. This I believe is imperative in setting up successful operations. I would join ASPIRE, association of IT and Business Process Services companies. ASPIRE provides a unique opportunity for organisations to get together support each other to meet common challenges and to help the wider community in terms of CSR activities. Operations in : Alexander Mann Solutions operates an HR/Recruitment Service Centre based out of Krakow which services over 25 clients worldwide operating in 9 different languages on day-to-day basis. Started operations in Krakow in 2005, with just under 20 people; currently we employ almost 300 people. We started off with a vision of a headcount centre, yet we have almost doubled in size Vic Khan Director of Global Client Service Centers Krakow vic.khan@alexmann.com and look to grow further in the next months. Kraków provides unique selling points: a good supply of high quality talent, language capabilities, a stable safe environment and a wonderful place to live - especially for an Anglo-Indian person like myself. Advice about setting up: I would hire a strong HR Manager who has experience in working in the local market and who can Employee issues: We originally had a vision of a headcount center; however due to the success of operations we are almost 300 and will continue to grow further. Over the last two years I believe the market has stabilized here which in turn allowed our organization to plan for our future growth. Whilst there will always be challenges in securing talent, Krakow provides a unique opportunity of a city with over 30,000 graduates per year. Positive surprises - and critiques - of operating in, and cost savings/efficiencies: The ease of setting up operations in, the energy and enthusiasm of the workforce and their ambition to provide a world-class service. n

15 2010 Business Directory Outsourcing in manager s_profile_ Infosys BPO BPO Headquarters: Bangalore, India Krystian Bestry AVP & European Delivery Head Łódż Operations in : Infosys BPO is based in Łódż and it is the only city of operations in. Today the center employees 900+ employees and provides outsourcing services in the areas of accounting, financial consolidation and financial controlling procurement, data management, order management, consulting and business transformation support. We have selected Łódż as our primary location for data services for our customers for EMEA region. Key reasons include the high availability of well-skilled talent, especially with economic and administration university backgrounds, high availability of foreign language skills, central location in, and an excellent physical facility. (Infosys bought the facility from Philips Electronics in 2007 as part of a global deal.) Advice about setting up: The right profiling of people is critically important, as is the need for quite modern office space with excellent IT infrastructure. Polish employees are very open, results-oriented but also a bit critical of the status quo, which allows us to provide more challenging work to highly-qualified employees, including process improvements. For nonconsumer brands, recruitment might become an issue, so strong PR campaign on the local market will be needed -and try to use local investment support agencies to assist. Employee issues: Currently 940 employees at Infosys in Łódż. The center was set up in 2003, grew to 600 FTEs by the end of 2007 and 900 by the end of Employees are very ambitious, flexible and dedicated to work. Polish education system ensures that they can also get trained and manage quite complex tasks within reasonably short timeframe. Still the knowledge of unique foreign languages remains an issue (Balkans, Nordics, Arabic) - not so many people believe it could help on the job market Positive surprises - and critiques - of operating in, and cost savings/efficiencies: Positive: Ability to learn very fast. Also ability to independently propose improvements based on own observations. Language skills are improving, and universities are adapting to suit and train to our needs. Infosys is working with local universities. Negative: general incentive program for BPO companies (grants, subsidies, SEZ) is very complex to apply for and very rigorously controlled. n 13

16 Outsourcing in Business Directory 2010 manager s_profile_ AVON EMEA Financial Services Center Shared Services Center Headquarters: New York, U.S. Mariusz Szałaj Senior Manager, Business Relations and Development, Warsaw; Operations in : Avon EMEA Finance Service Centre (FSC) was established in 2005 in Warsaw. FSC handles transactional financial-accounting processes of Avon in Europe, Middle East and Africa. AVON EMEA FSC is covering 70 % of all ongoing finance and accounting transactions in the region. The first migration was moving Avon Cosmetics GmbH Germany in 2006, the next were Polish entities: Avon Cosmetics and Avon Operations. During subsequent years we migrated the following markets to Warsaw: Italy, France, Great Britain and Ireland, Morocco, Portugal, Spain and Hungary. What s different about AVON EMEA FSSC s operations from other captive SSCs is that we outsource local accounting and payroll services in our smaller markets (like Croatia, Bosnia & Herzegovina, Slovenia, Moldova, Czech Republic, and Slovakia) with centralized reporting to the Warsaw SSC. We call this our local outsourcing - global delivery model. In general AVON EMEA FSSC is actually providing services for 10 countries within the full outsourcing approach, and additionally for six countries within the local outsourcing - global delivery approach. Accounts receivables management and collections have remained decentralized in the local markets. Reasons for setting up: Apart from typical reasons of labor costs arbitrage, I d like to underline highly-skilled workforce, optimism and pro-activeness typical of Poles. Warsaw, as the capital city, is easy to access, and easier to acquire highly-qualified associates and graduates. Employee issues: At the moment we employ about 100 employees - mainly Accounting Specialists. Looking back over two-three years, we can say that the employment level is pretty constant in spite of significant increases in the workload. Taking into account that the AVON EMEA FSSC has almost reached maturity in terms of its own development, a next increase in employment would be strictly related with new migrations of services to Warsaw. Regarding skills, not everyone needs to finish accounting studies to work in SSC, since we need a diversity of knowledge in our shared services center. We speak here 8 languages, having English as the base language for communication. Positive surprises - and critiques - of operating in, and cost savings/efficiencies: First class location for high quality multi-lingual support, particularly for BPO functions such as F&A or HR. High qualified workforce, young, operative, extremely open-minded and diligent people. Within 4-5 years of operations we increased process efficiency and quality not only from FSSC perspective but also for all serviced markets - as well as significant cost reductions. n 14 directories 2010 Top Office Buildings CityInvest Top Shopping Centres (November 2010 at MAPIC) Complete content available online at: (in Polish) (in English)

17 2010 Business Directory Outsourcing in manager s_profile_ UniCredit Business Partner Shared Services Center Headquarters: Italy/Germany. Employee issues: In Szczecin, nearly 80% of Unicredit s employees are women, and they provide support services to Germany and Austria. 95% have universitylevel education, and the average age is 28. Women have a very thorough approach in their work, said Hatzidimoulas. Responsibilities include administrative processing of loan and mortgage applications, and checking their completeness. Operations in : UniCredit Business Partner provides financial services support to more than 30 banks of the Group. The office serves as a post-sales services centre for mainly retail clients of Bank Austria and HVB of Germany. What we do as the global back-office company of UniCredit Group is provide administrative services to captive banks supporting them in serving their individual customers: for example, we open and close accounts, process various transactions, handle loans and mortgages, etc, said Lissimahos Lissimahos Hatzidimoulas CEO of UniCredit Business Partner Based in Italy. operations in Szczecin Hatzidimoulas, CEO of UniCredit Business Partner. Advice about setting up: We want to grow the Polish operations, and allocate more responsibilities to Szczecin, said Hatzidimoulas. I m enthusiastic about the city s visions for its future, and it s a clear vision, he said. We have great support from the city. There have certainly been some challenges in starting up and growing so quickly, but we have found very, very good people with exceptional German-language skills. Positive surprises - and critiques - of operating in, and cost savings/efficiencies: UniCredit BP has realised significant cost savings by outsourcing services to. We have seen a significant decrease in costs, mainly due to lower labor costs, by more than 50%, said Hatzidimoulas. He added that they have also realized improved operational and process efficiencies by concentrating their services in competence centres, such as the one in Szczecin. One of the challenges Unicredit had in Szczecin was sorting out office space. The company currently operates from a renovated section of the Szczecin shipyard (Stocznia Szczecinska), in offices leased from Koncepta. Koncepta is the same developer behind the planned Baltic Business Park, which will be a modern Class A office building to be ready by end of n 15 manager s_profile_ Playsoft R&D Center Headquarters: Paris Pierre Olivier Monteil Studio manager, Gdańsk pierreolivier.monteil@playsoft.fr Operations in : Playsoft Polska is based in Gdansk, with additional offices in San Francisco, Vietnam, and Mexico. It supplies services in mobile games and applications development and quality assurance services for the biggest publishers in Europe and in the US. Playsoft started to publish its own games in The Polish subsidiary is the biggest studio of the group with over 80 employees. The activity in started in 2006, one year after the creation of Playsoft France. The choice to choose to settle a development center was driven by: Qualification of the workforce : top notch engineers Time zone - same as in headquarters in France Easy access by plane English proficiency of the workforce Personal network of the founder of the company in Size of the country: big potential market for our services At the beginning Playsoft Polska was only focusing on projects brought by Playsoft France. 100% of the revenue was coming internally. During the last few months, however, the company decided to start providing services to Polish clients. The objective is to develop the business in with national companies. Advice about setting up: Choose a city well-connected with all European capitals Get a location close to prestigious university in your field of services Employee issues: Playsoft Polska employs currently 80 people. The number had reached 120 when our activity was focused on porting video games. Now, we turned to game creation, which requires a smaller number of employees but with higher qualifications. The studio might grow up again to employees. has been chosen because of the skills of the developers who has shown great qualities such as: fast learning and adaptability capacity to new technologies; outspoken and wellorganized people. Positive surprises - and critiques - of operating in, and cost savings/efficiencies: Positive surprises include rigorous attention to work and dedication. Negative surprises: -sometimes lack of understanding of business and client s need (but that s changing); low design sensibility (it s getting better too). Labor costs are 2 to 3 times cheaper than in western Europe, but the overall cost savings is around 30 to 40%. (constant training, increase in project management time and costs, regular trips ). n

18 Outsourcing in Business Directory Szczecin: ATS-SI BLStream Coloplast Shared Services Comarch Gamelion Macrologic Object Connect Prokom Software Sagra Technology Softvig Stream Global Services TietoEnator Unicredit Business Partner Unizeto Technologies Vobis Łódź: ABB Soft Factory Accenture AMG.net Atos Origin Bank Pekao BSH BSS Central Wings Centrum Rozliczeń i Informacji CERI CitiFinancial Comarch DHL Express Dimar Ericpol Telecom Fujitsu Services GE Power controls General Electric IBM Indesit Infosys mbank, Multibank Nordea Philips Polkomtel PTC SAP SouthWestern Group Tele Atlas Teleca TP Transition Technologies Virtual Viewing Warta Poznań: Arvato Services (Bertelsmann) BCC Bertelsman-rvato Services Carlsberg Contact Center Dalkia Duni External Services Franklin Templeton Investments GlaxoSmithKline Holicon Contact Center Kleffmann Lorenz MAN Mentor Graphics Microsoft Open Text Roche Starter Telcordia Technologies Unilever W.R.Grace Wikia Bydgoszcz: Alcatel-Lucent Atos Origin IT Services CTDP & Co. JP Morgan Chase Lucent Technologies Teleplan Wrocław: ACP Alstom CAN CapGemini Central Europe BPO Credit Suisse Diehl Controls Fagor Mastercook GE Money / Genpact Geoban Google Hewlett Packard IBM Irevna KPIT Cummins McKinsey&Co Microsoft Mphasis Nokia Siemens Networks Opera Software PNC (PFPC) QAD Remy International Ruukki Santander Consumer Bank Siemens TietoEnator UPS Volvo Wabco Whirlpool Wipro Zielona Góra: ABD Opole: Call Center Inter Galactica PZU R.N.G. Gdynia: Asseco Geoban Nordea Bank Sony Pictures Thomson Reuters Katowice: 4EverNET Archidoc Arvato Services (Bertelsmann) Asseco Asseco Systems Bombardier CapGemini Comarch Contact Center Cyclad Display Link ENIRO Ernst&Young Grant Thornton International Szczecin Gliwice: Ista Shared Services Pregis Vattenfall Business Services Sopot: Goyello Gdynia Sopot Gdańsk E Tczew Bydgos Poznań Zielona Góra W Łódź Rawa Mazow Wrocław Opole ING IT4Q Kroll Background Screening Kroll Ontrack Mentor Graphics Neubloc Northgate Arinso PricewaterhouseCoopers Proximetry Rockwell Automation Steria TP Unilever UPC Warta, [Centrum Alarmowe Warty] Tarnows Sosnowiec Katowice Bielsko-Biała Bielsko-Biała: Avio Fiat Tarnowskie Góry: Sitel Sosnowiec: Contact Center Gdańsk Acxiom Arla Fo Bank B Compuw Fineos First Da IBM and Imp Intel Te Jeppese Kainos Lufthan T D

19 2010 Business Directory Outsourcing in : ods Global Financial Service Centre PH/GE Capital are Inc ta Regional Competence lementation Centre in Gdansk chnology n by Boeing (C-map) sa Systems czew: Contact Center lbląg Olsztyn zcz Ciechanów ARSAW Elbląg: Alstom iecka Lublin Kielce kie Góry Dąbrowa Górnicza Kraków Rzeszów ąbrowa Górnicza: Alba Arcelor Mitall Shared Service Centre Europe DHL Logistic Wipro Masterlease (Futura Leasing, Prime Car Management) Meritum Bank Nordea Bank Playsoft Sii Synopsys Transcom Zensar Technologies Olsztyn: City Group France Telecom Ciechanów: Contact Center Rawa Mazowiecka: Contact Center Lublin: CRH Żagiel Genpact Idea Centertel Inteligo-PKO BP PCM Telekomunikacja Rzeszów: Contact Center Pratt&Whitney Kraków: 7 Geo ABB Accounting Plaza ACS Adservco Airline Accounting Center (Lufthansa) Alexander Mann Solutions Amway European Shared Service Center Capgemini BPO Capgemini ITO CBB Call Center CCA - Contact Center AzSoft CGI CH2M Hill Chatham Financial Clifford Thames Comarch Communication Factory Connect2Media Delphi SSC Delphi Technical Centre EDF Electrolux Ericpol Euroscript Evolving Group Fortis Paribas Bank FQS Fujitsu Google HCL Hewitt Associates Hitachi HSBC IBM BTO IBM SWG Lab Intelenet Warszawa: ABG ABN Amro Aegon AstraZeneca Pharma Atemis Athenasoft Autodesk Avon Axel Springer BanCom Betacom Bonair BOŚ C-Land Citibank Europe Plc O/Polska Citibank International Plc O/Polska City Group Commercial Union call center Computer Associates Compuware Comtica CTM Teleperformance DHL Express Dimar Direct Communication Epicor Software Euronet Worldwide Exact Software First Data (PolCard) Gemius General Electric GlaxoSmithKline Gtech (Lottomatica) Guest-Tek Heuthes Hewlett-Packard Hogart Kielce: Altar Call Center Inter Galactica Contact Center Kolporter INFO Teledirect International Paper Kenexa Lurgi Motorola GSC Motorola SSC Philip Morris Int l SCE Pliva PricewaterhouseCoopers Sabre Sabre SSC Shell State Street TAK Outsourcing TechTeam Global Teleinvention UBS UPM-Kymmene Vesuvius (Cookson) IBM iehl Controls IFS IFS Industrial and Financial Systems IMPAQ Intentia Inter Partner Assistance Intergraph Europe Itella Information (d. BusinessPoint) Lawson Software Liberty Mutual Lionbridge M2 Net Macrologic Matrix.pl MCX Systems Mellon Microsoft MKJ MKS Oracle P4 PlayMobile Pharmaceutical Research Associates PLL LOT Procter&Gamble Progress Software Prokom Software Provident PTC PTK Centertel Qumak-Sekom Renault Roche Rodan Systems S&T Services Sage Samsung Electronics SAP SAS Institute Signity Simple Sitel Softlab Trade Sun Sygnity Symantec Tchibo TNT Express Transcom Update CRM Wapro Warsaw Software Group Webtel Xerox Contact Center 17

20 Outsourcing in Business Directory 2010 BPO, Outsourcing, and SSC companies in 18 profile_ Justyna Swędrak Justyna is from Szczercowo, close to Łodz, where she graduated with honors from the Czesław Miłosz Secondary School, before moving to Łódź. She is in her final year of study at Łodz's College of Pharmacy. Justyna is 21 years old, and she's been working at telemarketing company Dimar Polska since March Her job gives her valuable experience interacting intensively with people, and she spends most of her day talking with clients and monitoring the quality of sales projects. She wants to continue to develop her professional skills, in particular through the completion of her on-going studies at the Higher School of Entrepreneurship, with a special focus on Public Health. In her spare time Justyna reads books and plays basketball. On the weekends, she bikes around Łodz, particularly in the forested area of Łagiewnickie Woods. Bielsko-Biała Avio Fiat Bydgoszcz Alcatel-Lucent USA/France Management in : Andrzej Dulka - President Atos Origin IT Services France Management in : Dariusz Baran - President CTDP Services provided: Call center Management in : Krzysztof Sikora - Member of the Board, Wojciech Sikora - Member of the Board n JP Morgan Chase USA/France Services provided: Finance Management in : VP. Emea Operations Hub Manager Lucent Technologies Teleplan Holland Management in : Bob Jason - President Ciechanów Contact Center Number of Employees: fulltime employees: 488, parttime employees: 3352 Services provided: Call Center Management in : Zbigniew Biały - President of the Management Board Dąbrowa Górnicza Alba Services provided: Finance, accounting SSC Arcelor Mitall Shared Service centre Europe Number of Employees: 200 Services provided: Finance, accounting SSC Management in : Abhijit Roy - CEO & BOD Chairman DHL Logistic Services provided: Logistic Outsourcing Wipro Number of Employees: 123 Services provided: Finance, accounting outsourcing Management in : Ramesh Phillips - Member of the Board, Michał Szop - HR Manager Elbląg Alstom Gliwice Ista Shared Services Number of Employees: 573 Services provided: Shared Service Centre Pregis Services provided: Finance, accounting SSC Vattenfall Business Services, finance, accounting SSC Katowice 4EverNET Number of Employees: 48 Services provided: BPO (call centre) Management in : Michał Lewdoń - Vice-president Archidoc Number of Employees: ca. 225 Services provided: BPO Management in : Piotr Cholewa - Owner, Konrad Rochalski - President, Waldemar Nowicki - Vicepresident of the Board Arvato Services (Bertelsmann) Asseco Number of Employees: 336 Services Management in : Adam Góra - President Asseco Systems Number of Employees: ok. 44 Services provided: Software Solutions Bombardier Number of Employees: ca. 80 Services provided: R&D CapGemini Number of Employees: about 1000 Services provided: BPO, audit, accountancy outsourcing, IT outsourcing, tax advisory services and business advice, human resources management, processing personnel and payroll files Management in : Marcin Nowak - Capgemini Eastern Europe DDS Centre Manager, Daniel Habrat - Head of Capgemini IM Eastern Europe, Marek Grodzinski - BPO Centre Director at Capgemini Comarch Number of Employees: 160 Services provided: BPO, outsourcing IT services, IT solutions and help, software & hardware support Management in : Janusz Filipiak - President, Piotr Piątosa - Vice-president; Paweł Prokop - Vicepresident of the Board Contact Center Number of Employees: Full time in : 488; parttime/contract: 3352 Services provided: Call Center Management in : Zbigniew Biały - President of the Management Board Contact Centre Services provided: BPO Call Centre Management in : Krzysztof Rosiński - Director Cyclad Number of Employees: 36 Services Management in : Katarzyna Szkutnik - General Manager Display Link Number of Employees: 10 Services provided: ICT outsourcing, R&D Management in : Mariusz Tomaka- CEO in ENIRO Services provided: BPO Call Centre Ernst&Young Number of Employees: 11 Services provided: BPO services relating bookkeeping, accounting, payroll Management in : Duleep Aluwihare - Partner, Ernst & Young ; Neil Hughes - General Manager in ; Leszek Lerch - Partner, Director of offices in Katowice and Cracow Grant Thornton International Number of Employees: 240 Services provided: BPO, audit, accountancy outsourcing, tax advisory services and business advice Management in : Tomasz Wróblewski - Partner ING Services provided: Financial Customer Service Management in : IT4Q Number of Employees: 10 Services provided: BPO, Outsourcing IT services, IT solutions and help, software & hardware support Management in : Wojciech Marciniak - Member of the Board, Dawid Kuboszek - ember of the Board Kroll Background Screening Number of Employees: 100 Services provided: Pre-employment screening services Kroll Ontrack Number of Employees: 31 Services provided: SSC, IT Customer Service, (data recovery; computer forensics service and software, strategic data management Management in : Marek Suczyk - Managing Director Mentor Graphics Number of Employees: 200 Services provided: R&D Neubloc Number of Employees: 50 Services provided: R&D Software Development Northgate Arinso Services provided: HR, Payroll Process Outsourcing PricewaterhouseCoopers Number of Employees: 50 Services provided: Shared Service Centre Management in : Olga Grygier - President, Tomasz Reinfuss - Partner / Director of office in Katowice Proximetry Number of Employees: 52 services for wireless telecommunication Management in : Mirosław Ossysek - President Rockwell Automation Number of Employees: 382 Services provided: SSC, multifunctional site, operations center, financial shared services center, customer care center, customer services and maintenance, IT center, rockwell software Development Center, Human Resources Business Services, Strategic Sourcing and Purchasing Supporting Departments: Finance, Human Resources Management in : Sławomir Szpak - Director, Rockwell Automation in Steria Number of Employees: 180 Services provided: BPO, outsourcing IT, service desk, call center, application management, monitoring Management in : Karine Brunet - CEO Steria, Bruno Boquet-Dierctor GSC TP Services provided: Call centre, telecom customer service Management in : Maciej Witucki - President of the Board, prof. Andrzej K. Koźmiński - Przewodniczący Rady Nadzorczej TP S.A. Unilever Number of Employees: 92 Services provided: SSC, logistics service Management in : Matthias John - UltraLogistik Operations centre Continued on page 20

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22 Outsourcing in Business Directory 2010 BPO, Outsourcing, and SSC companies in 20 profile_ Małgorzata Chróścicka Małgorzata, after her 3 ½ year stay in the Netherlands, moved to Łodz to work in the outsourcing industry. In the Netherlands she obtained a certificate in Dutch as a Second Language at ROC Zadkine in Schiedam and studied Modern Business Administration at Markus Verbeek Praehep in the Netherlands. At that time she also worked in the finance department of a Dutch holding company. In she started work in the Accounts Payable department of the Philips Shared Service Center in Łodz and became a team leader for the Benelux organizations. She used her knowledge of the Dutch language on a daily basis while speaking with her Dutch customers. Currently Małgorzata, 31 years old, works at Infosys BPO in the Solution Design department. She is responsible for developing sales offers for potential clients. She is continuing to develop her professional skills by attending executive trainings offered by the company and passing exams to graduate from the Business Administration studies in Dutch. Małgorzata grew up in the south of in the beautiful area of the Table Mountains, and in her free time she loves to go to the mountains for trekking or rock climbing. She enjoys international travel too. For business purposes she has visited many countries in Europe, India, United States and South Africa. From each journey she brings back a piece of art made by a local artist, as art is another of her passions. n Cont d from page 18 UPC Services provided: Call centre Management in : Simon Boyd - President UPC Warta, [Centrum Alarmowe Warty] Services provided: Call centre Management in : Krzysztof Kudelski - President, Frank Fripon - Vicepresident of the Board, Geert De Kegel - Vice-president of the Board Kielce Altar Number of Employees: 85 (The company plans to build an Outsourcing Center based on Virtual Contact Center, planned for January 2011). Management in : Dariusz Borek - President, Marek Wesołowski - Member of a Board, Krzysztof Palacz - Member of a Board Call Center Inter Galactica Number of Employees: More than 2,000 Services provided: Call Center (languages: English, German, Russian, Ukrainian, Czech, Italian, Spanish) Management in : Pavlo Polishchuk - Project Manager Contact Center Number of Employees: Full time in : 488; parttime/contract: 3352 Services provided: Call Center Management in : Zbigniew Biały President of the Management Board Kolporter INFO SA Number of Employees: 113 Services provided: Help-Desk, call center, Outsourcing IT Management in : Jarosław Ambroziak - President Teledirect Number of Employees: 60 Services provided: Call Center Management in : Tomasz Ziemniak - Managing Director, Tomasz Kluz - President Kraków 7 Geo Services provided: Call centre ABB Services provided: Engineering Management in : Marek Florkowski Accounting Plaza Number of Employees: 266 Services provided: F&A, HRO, CP, ITO Management in : Kuba Więcaszek ACS Number of Employees: 250 Services provided: F&A, HRO, ITO, Call centre Management in : Piotr Szymański Adservco Number of Employees: 40 Services provided: Architecture outsourcing services Management in : Antoni Jakubowski Airline Accounting Center (Lufthansa) Number of Employees: 316 Services provided: F&A, Sales Management in : Marc Ammelung Alexander Mann Solutions Number of Employees: 230 Services provided: RPO Management in : Vic Khan Amway European Shared Service Center Number of Employees: 40 Services provided: F&A, Sales, IT Management in : Przemysław Siuda Capgemini BPO Number of Employees: 2500 Services provided: F&A, Call centre, CPO Management in : Marek Grodziński Capgemini ITO O Management in : Daniel Habrat CBB Call Center Services provided: Call centre CCA - Contact Center AzSoft Services provided: Call centre CGI O CH2M Hill Number of Employees: 50 Services provided: F&A Management in : Ruben Robles Chatham Financial Number of Employees: 15 Services provided: Financial advisory Management in : Peter Ahlin Clifford Thames Number of Employees: 60 Services provided: Support services for auto industry (cataloguing, billing) Management in : Ian Batley Comarch Number of Employees: 2000 development Management in : Janusz Filipiak Communication Factory Services provided: Telemarketing, telesales, customer service Connect2Media Number of Employees: 25 Services provided: Games testing Management in : Joanna Krzemińska Delphi SSC Services provided: F&A Management in : Delphi Technical Centre Number of Employees: 500 Services provided: Automotive engineering Management in : Heinrich Kleinemeier EDF Number of Employees: 200 Services provided: F&A, HRO, ITO Management in : Eric Finat Electrolux Number of Employees: 457 Services provided: F&A, ITO, Technical Writing Management in : Andrew Zajac Ericpol Number of Employees: 150 Services provided: mobile telephony Management in : Paweł Szczerkowski Euroscript Number of Employees: 52 Services provided: Data processing Management in : Szymon Małecki Evolving Group Number of Employees: 134 Services provided: Call centre Management in : Trevor Coyne Fortis Paribas Bank Number of Employees: 200 Services provided: F&A Management in : Monika Batko FQS Fujitsu development Management in : Jerzy Rudziński Google Number of Employees: 80 development Management in : Wojciech Burkot HCL Number of Employees: 150 O Management in : Siddhartha Hewitt Associates Number of Employees: 416 Services provided: HRO Management in : Eoin McCoy Hitachi Number of Employees: 80 Services provided: F&A Management in : Jacek Pączek HSBC Number of Employees: 400 Services provided: Customer service Management in : Mike Eden IBM BTO Number of Employees: 1500 Services provided: F&A Management in : John Lyons IBM SWG Lab developing Management in : Eric Van Der Schilden Intelenet Number of Employees: 100 Services provided: Call centre Management in : Magdalena Madra International Paper Number of Employees: 450 Services provided: Customer service Management in : Tomasz Berbeka Kenexa Number of Employees: 45 Services provided: RPO Management in : Joanna Kubica-Gretka Lurgi Motorola GSC Number of Employees: 900 development Management in : Jacek Drabik Motorola SSC Services provided: F&A Management in : Paweł Mleczko Philip Morris International SCE Number of Employees: 1000 O, HRO, F&A Management in : Nicklas Blomqvist Pliva Services provided: Pharma Management in : PricewaterhouseCoopers Number of Employees: 50 Services provided: SSC Advisory Management in : Romek Lubaczewski Sabre Number of Employees: 675 development Management in : Mike Dietz Sabre SSC Number of Employees: 30 Services provided: Call centre Management in : Steve Hilton Shell Number of Employees: 1400 Services provided: F&A, ITO, HRO, CPO Management in : Patrick den Bult State Street Number of Employees: 650 Services provided: financial reporting Management in : Scott Newman TAK Outsourcing Number of Employees: 10 Services provided: Credit control Management in : Jeremy Milligan