mena’s outsourcing market value proposition
DESCRIPTION
Frost & Sullivan Analyst Briefing Presenttaion on MENA Outsourcing Market Value PropositionTRANSCRIPT
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MENA’s Outsourcing Market Value
Proposition
Does it Measure Up?
21st April 2011
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Today’s Presenters
Lindsey Mc Donald, Consultant,Information and Communication Technologies Practice, Middle East and North Africa (MENA), Frost & Sullivan
Tanu Chopra, Assistant Manager, Corporate Communications,Frost & Sullivan
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Agenda
� The Growth of the Outsourcing Culture
� Factors Impacting Growth in the Region
� Outsourcing Services Present in the Region
� Diverse Destinations
� Great Market Potential
� Global Destination Benchmarking
� Elements of a Convincing Value Proposition
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The Outsourcing Culture is a Global Phenomenon
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Factors Impacting Growth in the MENA region
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Outsourcing Services Present in the MENA Region
•CRM Services /
•Call Centres
•Procurement
Services•IT Services
•Finance &
Accounting
Services
•Human Resource
Services
•Other Specialist
Services / KPO
•Bu
sin
ess
Pro
ce
ss
•Customer service
•Nascent •Credible •Mature
•Telesales
•Market research
•and promotion
•Customer support
•Consumer
Research
•Outbound data
capturing &
cleaning
•IT helpdesk
•Emergency
services
•Network management
•and maintenance
•Application development
•Implementation services
•Packaged application •outsourcing
•Infrastructure
•outsourcing
•Web design and •development
•Document management
•Business continuity
•Billing
•Claims and •Applications processing
•Accounts payable
•Accounts receivable
•Financial reporting
•Auditing and compliance
•Tax
•Asset management
•Securities
•Debt collection
•Payroll administration
•Recruitment
•Training
•Performance management
•Direct & indirect procurement &
purchasing
•Tender management
•Supply chain management
•Legal services
•Transcription
•Medical Case •Management
•R&D
•Data analytics
•Shared services
•Animation
•Business Intelligence,
•Translation
•E-Procurement•Succession
Planning
•Information•Management
•Employee Benefits
•Employee Administration
•Strategy •Data Management
•Not exhaustive
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Need for Service Specialisation
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•8
Global Market Sizing
•$ B
illio
ns
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•9
Comparative Regional Contribution 2007 and 2009
•Pe
rce
nta
ge
%
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•10
Development of Global Market Segmentation 2007, 2009, 2016
•$ B
illio
ns
•22
0
•272.
28
•479.
32
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Diverse Destinations
South Africa
India Philippines Jordan Egypt UAE
Education Systems and BPO Related Skills
Labour Costs
English Proficiency
Global Language Proficiency
BPO market overview
Connectivity
Infrastructure
Political and social climate
•Legend: •Poo
r
•Good
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MENA Market Size and Potential
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MENA Vertical Market Segmentation
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•14
Global CAGR Growth Comparison 2009 – 2016
•Source: Frost & Sullivan.
•Pe
rce
nta
ge
%
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Global Service Benchmarking
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•16
Egypt’s International Ranking
•Source: Frost & Sullivan.
0
2
4
6
8
10Crime and lifestyle perceptions
Critical mass in back-office skills
Labour cost competitiveness
Cost competitiveness
Real estate costs
Political Stability
Compliance (legal and regulatory)
Number of foreign language speakers
Level of domestic outsourcing culture
Attrition
Extent of service offering
Degree of market intelligence
Track record with global deals
Number of mutlinational service providers
Awareness of Dubai as a BPO
destination
Availability of quick setup facilities
International level
Egypt
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•17
Jordan’s International Ranking
•Source: Frost & Sullivan.
0
2
4
6
8
10Crime and lifestyle perceptions
Critical mass in back-office skills
Labour cost competitiveness
Cost competitiveness
Real estate costs
Political Stability
Compliance (legal and regulatory)
Number of foreign language speakers
Level of domestic outsourcing culture
Attrition
Extent of service offering
Degree of market intelligence
Track record with global deals
Number of mutlinational service providers
Awareness of Dubai as a BPO
destination
Availability of quick setup facilities
International level
Jordan
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•18
UAE’s International Ranking
•Source: Frost & Sullivan.
0
2
4
6
8
10Crime and lifestyle perceptions
Critical mass in back-office skills
Labour cost competitiveness
Cost competitiveness
Real estate costs
Political Stability
Compliance (legal and regulatory)
Number of foreign language speakers
Level of domestic outsourcing culture
Attrition
Extent of service offering
Degree of market intelligence
Track record with global deals
Number of mutlinational service providers
Awareness of Dubai as a BPO
destination
Availability of quick setup facilities
International level
UAE
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Elements of a Convincing Value Proposition
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Next Steps
� Request a proposal for or Growth Partnership Services or Growth Consulting Services
to support you and your team to accelerate the growth of your company.
([email protected]) 1-877-GoFrost (1-877-463-7678)
� Join us at our annual Growth, Innovation, and Leadership 2011: A Frost & Sullivan
Global Congress on Corporate Growth (www.gil-global.com)
� Register for the next Chairman’s Series on Growth: Driving Innovation – The What, Why,
and How. Visions and Benchmarks as the Innovation Key
(October 5th) (http://www.frost.com/growth)
� Register for Frost & Sullivan’s Growth Opportunity Newsletter and keep abreast of
innovative growth opportunities (www.frost.com/news)
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For Additional Information
Lindsey Mc Donald
Consultant - Information and Communication Technology – MENA
(971) 4433 1892
Caroline Lewis
Asst Manger - Corporate Communications – South Asia
(91) 22 6607 2038
Priya George
BD- Manager , Information and Communication Technology – MENA
(044) 6160-6666
Tanu Chopra
Asst. Manager - Corporate Communications - MENA
(91) 22 66072037