Karina Fernandez-Stark

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1 OFFSHORE SERVICES GLOBAL VALUE CHAIN Karina Fernandez-Stark Center on Globalization, Governance & Competitiveness (CGGC) Duke University Conferencia Deslocalización de servicios y cadenas globales de valor: Nuevos factores de cambios estructurales en América Latina y el Caribe? Santiago, Chile de Octubre de

2 Value Added Offshore Services Global Value Chain HIGH ITO Information Technology Outsourcing Software R&D IT Consulting Software ERP (Enterprise Resource Planning): manufacturing/operations, supply chain management, financials & project management Applications Development Applications Integration Desktop management Infrastructure Applications Management Network Management Infrastructure Management Horizontal Activities ERM (Enterprise Resource Management) Finance & Accounting Procurement, Logistics and Supply Chain Management Content/ Document Management KPO Knowledge Process Outsourcing Business Consulting Business Analytics Market Intelligence BPO Business Process Outsourcing HRM (Human Resource Management) Training Talent Management Payroll Recruiting Legal Services CRM (Customer Relationship Management) Marketing & Sales Contact Centers/Call Centers Vertical Activities a Industry specific b Banking, Financial Services and Insurance (BFSI) Ex. Investment research, private equity research, and risk management analysis Manufacturing Ex. Industrial Engineering and sourcing and vendor management Telecommunications Ex. IP transformation, Interoperability testing and DSP and multimedia Energy Ex. Energy Trading and Risk Management, and Digital oil field solutions Travel & Transportation Revenue management systems, customer loyalty solutions Health/Pharma Ex. R&D, clinical trials, medical transcript Retail ecomerce and Planning, merchandising and demand intelligence Others LOW Duke CGGC

3 Offshore Services: Global Supply and Demand 2.1% Rest of the World 45% of the industry market 51.1% US & Canada 30.6% EU % Asia- Pacific Same number of call centers employees than India Demand for Offshore Services (%) Source: CGGC based on Everest & Datamonitor 2 3

4 US$ billions Billion (US$) The Size of the Offshore Services Industry (estimates) 300 Estimates of the Offshore Services Market Size BCG US$ 281,3 bill NASSCOM US$ bill OECD US$ bill OECD NASSCOM BCG Year Source: CGGC based on OECD 2008, NASSCOM 2009, Boston Consulting Group Difficult to quantify the industry no accurate data & limited country level tracking Industry growing & evolving rapidly New activities -most dynamic not included, such us innovation

5 Offshore Services Potential Activities previously reserved for rich nations or in-house Creating more jobs, specifically in developing countries One of the world s fastest growing industries Reduce company costs and find new talent Almost unlimited potential Services from any industry

6 Examples of Upgrading Trajectories Entry into the value chain Upgrading within the BPO segment Broad Spectrum Services Upgrading to KPO Activities Industry Specialization 6

7 Offshore Services Upgrading: India, Philippines and Chile India 1990s 2010 Early 2000s Mid to late 2000s Philippines Early 2000 Mid 2000s Late 2000 Chile

8 Human Capital: Essential Element for Upgrading in Offshore Services Human capital has been found to be a key determinant of value creation, competitiveness, and success in service exports from developing countries One of the most important factors MNCs take into consideration when relocating services operations is to ensure the labor market has cost competitive, qualified workers Developing countries must work hard to supply the necessary human capital to sustain industry growth today while also preparing the future labor force to upgrade the industry. 8

9 Upgrading and Workforce Development Job Profiles and Upgrading Value Chain Segments ITO BPO KPO Skill Level Job Profiles 9

10 Entry into the Value Chain Upgrading Trajectory: Entry into the Value Chain Call centers hire people with high school diplomas or Bachelor s degrees. Further skills training is provided by the company or private training institutions. Skills Preparation Short technical training Institutions Private sector Government 10

11 GVC Upgrading & Workforce Development: Select Findings Interpersonal and language skills are highly valued in this sector High competition for talent has resulted in shift from individual spending on education and training to firm-based training Tax incentives and public subsidies for education are increasingly used to attract offshore operation centers 11

12 THANK YOU FOR YOUR ATTENTION! Karina Fernandez-Stark Senior Research Analyst Center on Globalization, Governance & Competitiveness- Duke University

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