Post on 30-May-2018
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Experience Excellence:Experience Excellence:The Philippine AdvantageThe Philippine Advantage
Oscar SaezOscar SaezPresident and CEOPresident and CEO
Business Processing AssociationBusiness Processing AssociationPhilippinesPhilippines
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Philippine economy: weathering the crisisPhilippine economy: weathering the crisis
GDP Growth (%)
1Q 09 2Q 09Philippines 0.4 1.5
Singapore -10.1 -2.5
Taiwan -10.2 -7.5
Hong Kong -7.8 -3.8Thailand -7.0 -4.9
Malaysia -6.1 -3.9
2
Inflation at a 22-year lowInterest rates at an all-time lowStrong growth in particular subsectors:
Services exports 15.2% (including BPOand tourism) Mining 21.4% Retail trade 8.8% Fishery 5.9% Air transport 4.5%
Source: National Economic Development Authority
Remittances from overseas Filipino
workers
Strong banking and finance sectorreforms from 1997 Asian financial crisis
Continued growth of the BPO industry
Philippines Projections2009 2010
GNP 2.1-3.1 4.7-5.6
GDP 0.8-1.8 2.6-3.6
Source: ADB, country Web sites; NEDA
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2009 Outlook - BSP2009 Outlook - BSP
3
Actual Projections
2008 2009 2009
Real GDP Growth(%)
3.8 1.0 (Jan-Jun) 0.8-1.8
Headline Inflation 9.3 3.7 (Jan-Aug) 2.5-4.5
OF Remittances(US$ Bn)
16.7 10.0 (Jan-Jul) 16.4
Current Account(US$ Bn)
3.9 3.9 (Jan-Jun) 4.1
Balance of Payments(US$ Bn)
0.1 2.8 (Jan-Aug) 0.7
Gross InternationalReserves (US$ Bn)
37.6 41.5 (end-Aug) 37.5-38.5
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Domestic financial markets improve BSPDomestic financial markets improve BSP
4
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Business Process OutsourcingBusiness Process Outsourcing VoiceVoice Non-Voice (F&A, , HR)Non-Voice (F&A, , HR)
IT Services OutsourcingIT Services Outsourcing Software DevelopmentSoftware Development IT and Data Center OperationsIT and Data Center Operations IT InfrastructureIT Infrastructure Engineering and DesignEngineering and Design
Services OutsourcingServices Outsourcing Engineering DesignEngineering Design Architecture DesignArchitecture Design
The Business Processing Association of the PhilippinesThe Business Processing Association of the Philippines
www.bpap.org
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Business Process OutsourcingBusiness Process Outsourcing VoiceVoice Non-Voice (F&A, , HR)Non-Voice (F&A, , HR)
IT Services OutsourcingIT Services Outsourcing Software DevelopmentSoftware Development IT and Data Center OperationsIT and Data Center Operations IT InfrastructureIT Infrastructure Engineering and DesignEngineering and Design
Services OutsourcingServices Outsourcing Engineering DesignEngineering Design Architecture DesignArchitecture Design
The Business Processing Association of the PhilippinesThe Business Processing Association of the Philippines
www.bpap.org
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co ri ht 2008: Business Processin Assoc of the Phili ines. All ri hts reserved
90 million people; 36 million workforce; over 450,000 College graduates annually
Large pool of highly educated, English-speaking talent with strong cultural affinity to NAmerica
Highly reliable infrastructure
Competitive cost structure
Diverse choices of suitable locations in-country
Strong government support
The Philippines in Global BPO and IT-ES spaceThe Philippines in Global BPO and IT-ES space
Global #2Global #2 BPO destination after IndiaOver $6 billion$6 billion in export revenues growing at 36% annuallyEmploying ~400,000~400,000 workers, end 2008
Drivers for success
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8Source: Everest Global Inc.; Market Vista 2008: In Review
Global Sourcing MapGlobal Sourcing Map
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Sources: Nasscom and John Clements Consultants, Inc. ; Everest data
Number of BPO Workers
Manila is the largest offshore BPO city in the WorldManila is the largest offshore BPO city in the World
100% = US$19-21 billion
Offshore BPO market bydestination2007; Percentage
co ri ht 2009: Business Processin Assoc of the Phili ines. All ri hts reserved
ilippines is now a significant global playerilippines is now a significant global player
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. . .and now establishing in-roads into the non-voice. . .and now establishing in-roads into the non-voiceBPO market as well as IT and ESOBPO market as well as IT and ESO
11
67% 61%
15% 24%
18% 15%
Revenues Employees
Contact center (voice BPO)
Non-voice BPO 1
Animation, Software& Engineering
6.1 billion 380,000100% =
Philippines Outsourcing & Offshoring market size2008; Percentage
1 Includes Back office and TranscriptionSources: Joint BPAP/BOI/PEZA/CICT Task Force (2008)
Local Filipino suppliers
Global/India-centric suppliers
MNC Captives
NOT EXHAUSTIVE
co ri ht 2009: Business Processin Assoc of the Phili ines. All ri hts reserved
Non-voice BPO revenues to double in 2 years!
http://images.google.com/imgres?imgurl=http://ph.88dbmedia1.jobsdb.com/db88uploadfiles/2007/01/29/4FA09ABF-7E59-41F2-90D2-773F8F94ABF8.JPG&imgrefurl=http://ph.88db.com/ph/Services/Post_Detail.page/business_services/call_data_centers/%3FPostID%3D87754&usg=__JwbsPVSjUGM4aAdrop8YEVsx340=&h=60&w=173&sz=3&hl=en&start=4&tbnid=pHx92WSn8eNN4M:&tbnh=35&tbnw=100&prev=/images%3Fq%3Dimperium%2Btechnology%2Binc%26gbv%3D2%26hl%3Denhttp://images.google.com/imgres?imgurl=http://www.jobstreet.com.ph/clientlogo/p/pointwest.gif&imgrefurl=http://ph.jobstreet.com/jobs/2009/3/default/80/2084292.htm%3Ffr%3Dc&usg=__lAXxHsaYzQXW3ukEdtt7M3h2kUk=&h=100&w=199&sz=4&hl=en&start=8&um=1&tbnid=5RXq2w9mw1_C9M:&tbnh=52&tbnw=104&prev=/images%3Fq%3Dpointwest%2Btechnologies%26hl%3Den%26um%3D1http://images.google.com/imgres?imgurl=http://home.arcor.de/olayinka/logo_deutschebank.png&imgrefurl=http://home.arcor.de/olayinka/linksenEng.html&usg=__rqO3u0Mge0px96nH9__EGUwkAkg=&h=343&w=1653&sz=39&hl=en&start=7&um=1&tbnid=-sLcQqarymFLSM:&tbnh=31&tbnw=150&prev=/images%3Fq%3Ddeutsche%2Bbank%26hl%3Den%26um%3D1http://images.google.com/imgres?imgurl=http://ph.jobstreet.com/logos/agenalogos/integreon.jpg&imgrefurl=http://ph.jobstreet.com/jobs/2008/10/default/80/2012356.htm%3Ffr%3DJ&usg=__YC5T3Oa2iwaxlBjjU2zr_mRsBuM=&h=95&w=478&sz=22&hl=en&start=3&tbnid=9BoqKSM4UymvIM:&tbnh=26&tbnw=129&prev=/images%3Fq%3DIntegreon%26hl%3Den%26safe%3Doff%26rlz%3D1T4GZEZ_en-GBIN287IN287http://www.citibank.com.ph/portal/citiwm_home_center.jsphttp://images.google.com/imgres?imgurl=http://www.trendco-vick.com/images/customers/p%26g.jpg&imgrefurl=http://darmano.typepad.com/logic_emotion/2006/08/innovation_exec.html&usg=__ccpeIxO6PfJvBl7o9ZfUK5PqVbI=&h=150&w=298&sz=36&hl=en&start=3&um=1&tbnid=ezGFvtlD8VnXlM:&tbnh=58&tbnw=116&prev=/images%3Fq%3DP%2526G%26um%3D1%26hl%3Den%26safe%3Doff%26rlz%3D1T4GZEZ_en-GBIN287IN287%26sa%3DNhttp://images.google.com/imgres?imgurl=http://www.pointwest.com.ph/images/news/sencor.gif&imgrefurl=http://www.pointwest.com.ph/main.php%3Fid%3D0%26fr%3Darticles/article%26aid%3D8&usg=__MnJl6cppERUFt57Vq8WfzhqgBRo=&h=55&w=238&sz=3&hl=en&start=4&tbnid=fXH08K9GMbIWdM:&tbnh=25&tbnw=109&prev=/images%3Fq%3DSencor%2BBPO%26hl%3Den%26safe%3Doff%26rlz%3D1T4GZEZ_en-GBIN287IN287http://images.google.com/imgres?imgurl=http://www.citem.gov.ph/catalogonline/images/cmp/7374.jpg&imgrefurl=http://www.citem.gov.ph/catalogonline/main/copages.php%3Fccode%3D7374&usg=__fEAgFF34k-UzqjDl_Mj9foR3JMU=&h=76&w=200&sz=40&hl=en&start=10&tbnid=RHJ6Xo8whmc2eM:&tbnh=40&tbnw=104&prev=/images%3Fq%3DAmerican%2BData%2BExchange%26hl%3Den%26safe%3Doff%26rlz%3D1T4GZEZ_en-GBIN287IN287http://www.spitech.com/web/spi/home.jsp8/14/2019 Keynote - BPAP
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Philippines has become COE for BPO due to depth of talentPhilippines has become COE for BPO due to depth of talentavailable in this sectoravailable in this sector
Expertise in diverse BPO and KPO functions:
Finance/HR/Publishing/Supply Chain/Legal/Medical- Accounting and bookkeeping - Legal Transcription- Account maintenance - Litigation Support- Accounts receivable collection - Content Development- Accounts payable processing -Contract Summarization- Fund adm/reconciliation - Editing, Sub-titling, Translation- Payroll processing - Publishing- Retail banking support - Health Services revenue cycle- Asset management - Travel Services Back Office- Financial analysis and auditing - Credit/Loan processing- Inventory control and purchasing - Health Insurance- Expense and revenue reporting - General Insurance- Financial reporting - Sales and marketing- Human resources administration - Tax reporting- Customer Management - Financial leasing- Credit card administration - Transaction management- Factoring and stock brokering - Sourcing and Procurement
- Revenue management - Logistics- Transaction processing - Disaster recovery- Business data processing - Business Intelligence- Database management - Network management- Supply chain management - Warehouse and inventory Mgmt
- Market Research and Analysis- Intellectual Property Management- Account Risk Management-Equities/Portfolio research & analysis
Total BPO workers: 323,300
Revenues in 2008: US$ 5Bn, voice + non-voice BPO, growing at 36%/year co ri ht 2009: Business Processin Assoc of the Phili ines. All ri hts reserved
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13
IT Skills
IT Operations Mgt Data Center Operations Applications Development& Maintenance IT Infrastructure
Service Desk
Maintenance
Asset Management
Remote Network
Technical Consulting/ Business Analysis
Application Development & Deployment
Package Implementation
Application Conversion & Integration
Application Maintenance & Support
Philippine IT Outsourcing continuing to establish a strongPhilippine IT Outsourcing continuing to establish a strongniche in global ITO spaceniche in global ITO space
Total IT professionals: 35,300
Revenues in 2008: US$ 601 Million, +42% vs year agoco ri ht 2009: Business Processin Assoc of the Phili ines. All ri hts reserved
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And creative sector showing potential for growthAnd creative sector showing potential for growth
Total animation and game development studios in the country: 50Total animators in the country: 7,000Revenues in 2008: US$120 million, +14% year ago
Capabilities:- 2D/3D animation incl pre and post production work- Flash animation, web design, graphic & art design- Interactive game dev (PC gaming and console games)
- Medical/Educational animation
co ri ht 2009: Business Processin Assoc of the Phili ines. All ri hts reserved
http://www.soundtrackcollector.com/images/cd/large/Lilo_Stitch_WD60773_7.jpghttp://www.starpulse.com/Television/Powerpuff_Girls,_The/gallery/POWERPUFFCTV002/8/14/2019 Keynote - BPAP
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The Philippine talent value proposition: Large pool of English-The Philippine talent value proposition: Large pool of English-speaking talentspeaking talent
Source: Phils Comon Higher Education : CIA World Factbook 2007; *China data for unemp and literacy is major Cities onl
Suitability rates are empirically based on a total of >80 interviewswith HR professionals working in each country
Number of college degreegraduates
2007 Annualgrowth
Business & Accountancy 128,000
Engineering & Tech 55,752
IT-related courses 42,047
Architecture 3,100
Medical Sciences 31,400
Fine Arts/Humanities 7,660
TOTAL Tertiary level 454,818 3.8%
Pop Labour force Unemp rate Literacy
World 6,602M 3,400M 6.3% 82.0%
India 1,130M 509M 7.8% 61.0%
China 1,322M 798M 4.2%* 90.9%*
Brazil 190M 96M 9.6% 88.6%
Philippines 90M 36M 7.9% 92.6%
Abundant labor force of 36 millionOver 400,000 college graduates per year Large pool of accounting and businessgraduatesEnglish proficiencyAffinity with Western cultureCustomer service orientation
Highly trainableCost effectiveHigh level of commitment and loyalty
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Of 100 graduates with the correct degree, how many would you employ if you had demand for all?
Per centEngineer Countries
The Philippine talent value proposition: QualityThe Philippine talent value proposition: Quality
* Mexico is the only country where interview results (higher number) were adjusted ex-post since interviewbase was thinner Source: Interviews with HR managers; HR agencies and Heads of Global Resourcing centers;McKinsey Global Institute
Asia
LatinAmerica
EasternEurope
Suitability rates are empirically based on a total of >80 interviewswith HR professionals working in each country
42* 35*
Finance/accounting Generalist
20
13
35
25
10
50
50
50
10
20ChinaPhilippinesIndiaMalaysiaBrazilMexico
RussiaCzechRepublicPolandHungar y 30
20
40
30
50
15
15
25
13
25 11
8
20
10
30
3
30
15
20
10
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Comparison of direct operating cost 1 per FTE for transactional F&A work2006; US$ thousand per annum
UK US Australia Mexico E. Europe India China Philippines
75-77
60-61
36-37
20-2521-2314-17 16-17 15-16
~55% savings
~75% savings
~80% savings
Source
Destination
171 Operating cost includes salary, facilities, equipment, telecom, training, and attrition costSource: Everest Research Institute (2008)
Companies are re-structuring their global operating networks to take advantage of this opportunityCompanies are re-structuring their global operating networks to take advantage of this opportunity
The Philippine talent value proposition: Cost competitivenessThe Philippine talent value proposition: Cost competitiveness
co ri ht 2009: Business Processin Assoc of the Phili ines. All ri hts reserved
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Rankin Asia
Score Global Ranking
2008 20071 Taiwan 69.2 2 62 South Korea 64.1 8 33 Singapore 63.4 9 114 Japan 62.2 12 25 Hong Kong 54.1 21 216 Malaysia 34.2 36 367 Philippines 29.8 47 478 India 28.9 48 469 China 27.6 50 49
10 Sri Lanka 24.9 54 5011 Indonesia 23.1 58 5712 Bangladesh 22.4 60 -13 Vietnam 21.4 61 6114 Pakistan 20.9 62 60
Economist Intelligence Unit: 2008 IT IndustryEconomist Intelligence Unit: 2008 IT IndustryCompetitivenessCompetitiveness
Source: EIU IT Competitiveness Report 2008
2
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Risk perceptions: The Philippines, India, China, and manyRisk perceptions: The Philippines, India, China, and manydeveloping countries share overall risk ratingdeveloping countries share overall risk rating
Source: Economic Intelligence Unit(EIU) 2008
A Hong Kong, Singapore
B Hungary, Malaysia, Taiwan, SouthKorea
C China, India, Indonesia, Philippines,Thailand, Vietnam
Brazil, Guatemala, Jamaica, Mexico,Paraguay, PeruEgypt, Morocco, South Africa,Albania, Armenia, Azerbaijan,Russia, Serbia, Turkey, Ukraine
D Bolivia, Cambodia, Ecuador,Honduras, Kenya, Laos, Pakistan,
Venezuela
E IraqSource: Political & Economic RiskConsultancy Ltd. 2009
EIU Risk Rating 2008
co ri ht 2009: Business Processin Assoc of the Phili ines. All ri hts reserved
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IMF, March 2007: The Philippines has established a strong presence in voice-based BPOsectors such as call centres, and there are also signs of growth potential in other offshoreservices, such as medical transcription and animation.
Gartner , Dec 2007: The Philippines has become a destination for call centre and back-officefinance and accounting operations; rates highly in cost, labour quality and language/cultural compatibility. Nov 2008: The Philippines has a good labour pool that is scalable at low cost.Its overall cost structure is lower than India's, and wage inflation and attrition ratios are alsolower.
Nomura Securities , November 2007: We think that the Philippines has grown into the No.2 outsourcing base after India in call centrebased BPO fields. Everest Consulting, Jan 2009: The Philippines, whose offshore market has grown 46
percent annually since 2004, is poised to emerge as a leading destination for non-voicebusiness process outsourcing (BPO) work .
Frontier Strategy Group , September 2007: The Philippines is among seven key marketsthat are above the rest and are the most critical to achieving corporate growth andoutperforming the competition in 2008 and beyond
National Outsourcing Association (UK) : Philippines awarded Off-shoring Destination of the Year for 2007 and 2009
Top 10 Outsourcing Cities in Asia Pacific:#2 Manila
Top 10 Asian Cities of the Future:#7 Quezon City#8 Cebu
#10 Davao
Gaining positive reviews from respected analysts and organizationsGaining positive reviews from respected analysts and organizations
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Philippine IT-BPO: Prospects for growthPhilippine IT-BPO: Prospects for growth
Copyright 2009: Business Processing Association of the Philippines. All rights reserved
US$ million
48% CAGR 26%
23%
26%
27%
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Roadmap 2010 launched in June 2007 to ensure growth of theRoadmap 2010 launched in June 2007 to ensure growth of theindustry is sustainedindustry is sustained
BPAP Roadmap 2010
Suitable andabundant talent
Operationalperformance
Qualityinfrastructure
Conducivebusinessenvironment
Need to recruit over one million new people into the industry to reach 10% market share High percent of top talent in emerging areas outbound to other markets (e.g., nurses,
engineering, accountants) Mismatch in location density between providers and labor. Smaller labor pools not tapped
Wage pressures emerging, reflecting accelerating growth and lack of transparency on wages Competitiveness relative to established players (e.g., India) and emerging players (e.g.,
Vietnam) at-risk
Wage appear to be growing faster than billing rates, creating imperatives for operationalexcellence, scale and migration to high value services
Availability emerging as major issue NCR rental space only available to reach 68% of revenue target Given market uncertainty, facilities being built only on commitment, slowing time-to-market
Rental rates rising sharply in Makati Central Business District
Need to ensure that current incentive regime continues to sustain competitiveness Most locators concentrated in NCR; other cities may not be O&O-ready Under resourced industry association Good investor support in pre-investment phase; potential to improve in execution phase
Persistent issues around critical risk factors that affect outsourcing decision (e.g., IPprotection, data privacy)
Riskmanagement
Businessenvironment
Talent
Next wave cities
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BPAP 2007-10 executing the roadmapBPAP 2007-10 executing the roadmap
Talent Development Developing a comprehensive assessment and training program BPAP Assessment Tool, ADEPT, Middle-management program Improving awareness for career opportunities in O&O CampusCaravan Tapping alternative talent pools; ability to fund PGMA Scholarships
co ri ht 2009: Business Processin Assoc of the Phili ines. All ri hts reserved
Programs will deliver ~290,000 incremental qualified workersto the industry from 2008 to 2010!More than 50% ahead of baseline requirement!
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BPAP 2007-10 executing the roadmapBPAP 2007-10 executing the roadmap
Business Environment Leading the industry priorities behind govt policy and legislativeagenda Fiscal incentives, Data Privacy, IP protection, Cybercrime,Labour Code amendments, DICT Supporting investors with set-up through industry roundtable
co ri ht 2009: Business Processin Assoc of the Phili ines. All ri hts reserved
Due diligence assistance Business registration
facilitation After care service
Government BOI, PEZA,LGUs
Provide end-to-end qualityassurance for investorssettingup operations in thePhilippines
Assist investors withgovernment approvals
Legal consulting
Provide overview on talentpool based on competencyrequirements
Deliver recruiting and trainingquantity and qualityrequirements
Staffing consultants/Advisors
Provide industry overview Organize site visits and
meetings with vendors & govt
BPAP advisors
Provide best optionsavailable that fit requirements
Provide end-to-end servicesupport Complete delivery and after-dales service
Infra Telco, Property, Hardware
Investor AssistanceGroup
BPAP 2007 10 i h dBPAP 2007 10 ti th d
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IlocosCagayan Valley
Central Luzon
Southern Tagalog
Bicol
Western Visayas
Central Visayas
Eastern Visayas
Western Mindanao
Northern Mindanao
Southern Mindanao
Central Mindanao
Cordillera
Davao
Iloilo
Metro Cavite
Bacolod
Cagayan de Oro
Metro Laguna
Super cities have >15,000 IT-BPO workersLarge cities have a potential capacity of 10,000 15,000Mid-sized cities 5,000 10,000
Another 20-plus cities offer a potential capacity of
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BPAP JUST HOSTED A GLOBAL BPOBPAP JUST HOSTED A GLOBAL BPOCONFERENCE OCT 20-21CONFERENCE OCT 20-21
CHAIRMANs PANEL
composed of Leaders of thedifferent Global IT/BPOorganizations
ACADEME PANEL composed of representatives fromdifferent schools and universitiesworldwide
SHARED SERVICES/CAPTIVE PANEL composed of representatives fromshared services operations
ANALYST PANEL composed of variousanalyst/advisory groups
MORE INFORMATION
www.internationaloutsourcingsummit.co
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An InvitationAn Invitation
Discover thePhilippineAdvantage!
Experience ExcellenceExperience Philippines
www.bpap.org