Showing posts with label Outsourcing. Show all posts
Showing posts with label Outsourcing. Show all posts

Unionizing & Daytimizing Philippine Outsourcing [?]

♠ Posted by Emmanuel in ,, at 9/25/2014 01:30:00 AM
They work the early morning hours...for good reason.
There's an interesting article over at Bloomberg talking about the Philippines' emergence as a global hub for business process outsourcing (BPO) industries. At the same time, it points out disturbing proposed legislation that may kill the goose that lays the golden egg. As Daniel Pink explains, these BPO industries do mostly routine tasks, not the more creative ones that cannot (yet) be performed outside Western metropoles. Still, they have made significant contributions to the Philippine economy. Let us begin with some figures:
During the past decade, business process outsourcing -- which encompasses call centers, health-care information management and computer animation, among others -- has emerged as one of the fastest-growing segments of the country’s $272 billion economy.
In 2013, the BPO industry generated $15.5 billion in revenue and employed 900,000 people, up from $3.2 billion and 240,000 people in 2006, according to the IT and Business Process Association of the Philippines, or IBPAP.
Along the way, the industry eclipsed tourism as one of the biggest sources of foreign revenue, behind remittances sent home by Filipinos working abroad -- payments that reached a record $23 billion in 2013. It’s grown so fast that Philippine Senator Miriam Defensor Santiago last year proposed legislation to safeguard the welfare of BPO workers and ensure their rights to unionize. 
Then the article goes more into legislation with provisions on work hours and unionization:
Citing International Labour Organization studies, Santiago said 42.6 percent of BPO employees worked night shifts, and many suffered from insomnia and fatigue. As of mid-September, her bill was pending before the Senate Committee on Labor, Employment and Human Resources. IBPAP Chief Executive Officer Jose Mari Mercado says the industry upholds high standards. “Our assets are our people,” he says. “We take extra effort to ensure that we compensate them properly and provide them with health and wellness packages.”

Mercado says that by 2016, outsourcing may generate $25 billion in revenue and employ 1.3 million people, matching cash remittances for the first time. And BPO workers offer a plus that the Filipino diaspora doesn’t, he says. “The difference is that our 1.3 million are here with their families, and they spend all of their money here,” he says, adding that each outsourcing job generates as many as 2.5 jobs in retail, public transportation and other service businesses. 
I have two problems with this proposed bill: First, and this is the obvious point, you will need to work during the late evening and early morning hours in the BPO industry to match the hours of your export market. For instance, (US) Pacific time is 15 hours behind that in the Philippines. Obviously, customers in California will be calling to ask for support during hours when they are awake. Or, doctors will ask for medical transcriptions to be made during work hours when they see patients. This is obvious and industry-specific. While sleep-related problems may occur for some BPO workers, it's in the nature of the job for the same reason that it is laughable if fitness trainers complain about physical exertion or emergency medical responders complain about the need to be on alert nearly all the time. Deal with it or find another line of work.

Second, encouraging unionization is equally dubious. One of the Philippines' known advantages over other call centers like those in India is having a more "neutral" accent (read: sound more like a Midwesterner). Another one is that, until now at least, the Philippines has had less labor unrest than India--a political risk factor routinely cited by those investing or considering investing in India. Would American firms used to ever-declining union participation at home and union non-involvement abroad welcome efforts to organize workers in the Philippines? I strongly doubt it. Mark my word: labor militancy is an FDI killer up there with the Ebola virus with a side helping of MERS.

Funny how people think of all sorts of ways to shoot themselves in the foot. From where I come from, they usually run for office.

Philippine Call Center Ascendancy & 'Accent Neutralization'

♠ Posted by Emmanuel in , at 6/13/2014 02:00:00 AM
"Shuur, no prob...yeh, got that rite!"
Oy, I was reluctant to say this myself for fear of bias, so it's good to relate the same idea through another source. In the past I've posted about how the Philippines has surpassed India in terms of both call center employees and revenues even if India still retains an advantage in higher value-added business process outsourcing services. Working in a call center isn't exactly considered a glamor job by any stretch of the imagination: You have to work the night shift and field complaints from ornery Americans who can't distinguish a phone socket from a Ethernet socket. That said, starting salaries can be quite high, and pay-for-performance packages quite lucrative.

What is the Philippines' secret of success? Simply put, they can easily pretend to be American over the phone--something which Indians cannot supposedly do as readily. Yesterday being Philippine Independence Day celebrated all over the Internet, it bears remembering that the Yanquis colonized the Philippines in 1898 and stayed there after supposedly "liberating" it during the Spanish-American War, delaying its sovereignty for half a century. It wasn't such a good thing to do for a nation priding itself on not following European imperialism, but hey, it did wonders for preparing Filipino call center workers a century later. Indeed, Filipinos have managed to not only imbibe American pop culture but to be among its architects. Despite making America-bashing a blog pastime, even your humble blogger knows what a "flea flicker pass" is as well as a "4-6-3 double play." Gotta relate to the throngs of US-based readers, see.

Even in the impersonal world of call centers, familiarity with the customer goes a long, long way. Though it's an exceedingly politically incorrect term from a cultural studies perspective, "accent neutralization"--sounding like someone from the United States' Midwest obviously ignores diversity and downplays the fact that English came from, well, England--is now recognized as an advantage:
It’s no secret that Indian call centers have an accent problem. That problem is now proving to be incredibly costly. Accents, according to one of the nation’s top trade associations, are largely to blame for India losing 70 percent of its call center industry to the Philippines. Call centers shifting from India to the Philippines will be responsible for $30 billion in lost foreign exchange earnings this decade.

The head of India’s Associated Chambers of Commerce offers a blunt assessment of his nation’s accent-related woes. “Employees in Philippines call centers speak English fluently with a neutral accent, which is what customers look for and that is something missing in Indian accents,” said D.S. Rawat, the group’s general secretary. “That is a prime reason why [call center] business is thriving in that country.”
Most of the time, Americans don't even know they're speaking to someone from the Philippines:
Americans on the line with one of the Philippines’ rapidly expanding call centers may have no idea they’re connected to a tropical archipelago in Southeast Asia. To the American ear, Filipino speech can sound similar to the Latino accent, a linguistic legacy of three centuries of Spanish rule in the Philippines. “Accent is a big part of the story,” said Gillian Virata, senior executive director of the IT and Business Process Association of the Philippines, or IBPAP. “We have a ‘neutral’ accent and we don’t speak fast. Some Indians do because their dialect affects the way they speak English.”
Aside from speaking like Americans, making small talk goes a surprisingly long way towards relating to Americans and their idioms. This skill can be traced again to the colonial era and the proliferation of US culture:
The English language proliferated in the Philippines after the US triumphed in the Spanish-American war in 1898 and took the island nation as its spoils. The next five decades of US occupation were characterized by gruesome subjugation but also the rise of a public education system emphasizing English. The outcome: American cultural fingerprints are still easy to see in the modern Philippines. The nation adores basketball and cheeseburgers. Unlike in India, where a call center agent named Vikram may transform into “Victor” when he comes to work, a Filipino is more likely to have a Christianized name familiar to Americans (such as Mark or Maria) in real life.

Many Filipinos are already primed on American pop culture. But call centers try to fill in the gaps. “When I’ve visited call centers, they might have the TV turned to the Rose Bowl,” Virata said. “We’re not very familiar with American football and they need to know what’s exciting the people they’re speaking with.”
Personally, I don't care where the person I'm speaking to comes from as long as the query I have is addressed, hence my reluctance to write this post. That said, racist-protectionist Americans are waking up to the new threat. Whereas India used to be the bogeyman for them, the Philippines is rapidly becoming the new one, especially since most can't tell Filipino call center respondents from American ones. There is the unwarranted assumption that call center workers from abroad are out to defraud Americans in bills proposed regarding "consumer protection."

Just to show you how the "threat" has changed, consider the AFL-CIO's latest salvo in getting such a bill passed as they now fear Philippine, not Indian call centers:
Disclose Call Center Location to U.S. Consumers: It would require the relocated overseas call center agent to disclose their name and physical location of their operation. For example, a customer may hear, "Hello, this is Jane in Manila."
I guess you must be doing something right when racist-protectionists without anything better to do than rent-seek start ganging up on you.

How Large is the Domestic Footprint of MNCs?

♠ Posted by Emmanuel in ,, at 6/02/2014 02:00:00 AM
The answer is "not much." There's a very interesting thing going on worldwide as Western stock indices hit all-new highs week after week while their local economies suffer from stagnation. The archetypal example, of course, is the American joke/con-omy (its performance is laughable and is buoyed by dubious, unsustainable factors like falling incomes) which shrunk 1% in the first quarter of 2014. America #1, baby! How is it possible that the US economy is going nowhere fast but US-headquartered firms' equity valuations are zooming ever higher? Surely this is a classic case of Greenspan's "irrational exuberance"? Well, not necessarily, and the reasons why are relatively straightforward.

The Economist has an interesting feature on how (mostly) Western multinational corporations derive an ever-smaller share of their revenues at home, while their headcounts and shareholders head in a similar direction. Of course you can use stock valuation methods such as price-earnings ratios, dividend discount models and what else have you to derive how much these stocks are worth, but the important thing to keep in mind is that a lot of MNC earnings will increasingly come abroad. So their home economies may go nowhere fast--think of North America, Western Europe and Japan--but their revenues may be unaffected or likely even grow as most gains come from international operations in developing countries and the like.

It's interesting stuff, and I'll have more on how MNCs hardly act in the national interest as most IPE scholars believe. While these MNCs may successfully lobby their home governments for economic and trade favors, governments do not have the same sway over MNCs.

Ranking the World's Top Outsourcing Destinations

♠ Posted by Emmanuel in at 4/26/2014 06:04:00 AM
 At the end of last year, "services globalization and investment advisory firm" Tholons released the 2014 edition of its annual outsourcing destination rankings. The rankings have received limited attention outside of business process outsourcing (BPO) hubs, so it's time I brought it to wider attention here. Because of its head start and agglomeration or clustering effects, India still dominates the list. That said, Manila has displaced Mumbai as the #2 rated destination by moving up a place, as has Krakow, Poland which overtook Dublin, Ireland to take #9. Call it the "Catholic Work Ethic" in action once more exemplified by Poland and the Philippines moving up the economic greasy poles in their respective regions.
Speaking of which, what is interesting to me is the emergence of BPO hubs in all regions. (Unfortunately but unsurprisingly Cairo, Egypt takes an 18 place hit due largely to political instability in that country. The entire list linked to above goes to 100 by the way.) To be sure, people are still more likely to deal with those they are more comfortable with. Hence Mandarin speakers congregate around BPO hubs in China which are relatively nearby and thus have similar working hours. A similar phenomenon occurs with Sao Paulo, Brazil and Santiago, Chile being prime Latin American destinations for BPO work. It's certainly a testable hypothesis that BPO work reliant on verbal communication--think contact centers--is more evenly distributed globally than other tasks that do not rely so much on linguistic facility.

Lastly, the criteria which Tholons uses to evaluate various destinations are described as follows, which have both quantitative and qualitative elements. At the end, I have also included slides depicting Tholons' use of these criteria...
[Q]uality and size of the labour market, costs related to conducting business activity in the BPO sector (office area, operational costs, maintenance costs etc.), business environment (investment incentives, investor cooperation), operational environment (transport, technical infrastructure, service accessibility), business risk (political, business, natural and social risk) and quality of life (e.g. healthcare, culture, leisure, free time). In the case of Kraków, the increase in the number and quality of services provided for the benefit of investors was emphasized (advisory services in accounting, finance and resource management).
What's funny to us in Southeast Asia is that ignorant people were surprised the "Flappy Bird" creator Dong Nguyen came from Vietnam when they have a well-established BPO industry there. Indeed, Nguyen's erstwhile day job was in outsourced programming (for tracking taxicabs). As far as these industries go: been there, done that, saw the movie, bought the T-shirt.

A New Merger Gimmick: 'We'll Onshore Jobs'

♠ Posted by Emmanuel in , at 9/01/2011 12:01:00 AM
Coming from the the world's call centre capital, I found this news interesting since it may mean T-Mobile call centre jobs in the Philippines being repatriated to the US. A few months ago, I wrote about how Kraft vowed--and then reneged--on keeping British jobs when it took over chocolate giant Cadbury. It was perhaps inevitable that British politicians got miffed and thought of making it more difficult for foreign companies to take over venerable UK brands.

The more you live, the more you learn--or so they say. Aware of the pitfalls of mergers and their politically unfavourable tendency to reduce jobs via "redundancies," American telecoms giant AT&T is trying a different tack in their takeover attempt of wireless service provider T-Mobile: We're going to onshore jobs previously offshored. Actually, I do not need convincing that outsourcing is not always a positive move. Linguistic, cultural, and technical advantages are possible from keeping services in-house. However, if AT&T is saying that it will "bring back jobs" purely to score political points with telecoms regulators--or worse don't deliver on these promises a la Kraft--there will surely be a backlash if the merger pushes through. From Reuters:
Telecommunications giant AT&T Inc, whose proposed buy of T-Mobile USA is under scrutiny by U.S. regulators, promised to bring 5,000 wireless call-center jobs back to the United States if the deal wins approval. The company has not decided where in the United States the positions will be located, AT&T said in a statement. The jobs are currently outsourced to other countries. The new U.S. employees will be eligible to join the company's unionized workforce [that's quite some promise since non-unionization is part of the reason for sending service jobs abroad].

AT&T also said the merger will not cause any job losses for U.S.-based wireless call-center employees of T-Mobile USA or AT&T who are on the payroll when the merger closes. Currently, AT&T and T-Mobile have a combined total of 25,000 U.S.-based wireless call-center employees. The company would not comment on how many employees would remain overseas after the 5,000 jobs move back to the United States.

The Federal Communications Commission and the Justice Department are reviewing the proposed $39 billion purchase by AT&T of smaller rival T-Mobile USA, a unit of Deutsche Telekom AG. If approved as proposed, the merger would concentrate 80 percent of the U.S. wireless market in AT&T/T-Mobile and Verizon Wireless, a venture of Verizon Communications Inc and Vodafone Group Plc. AT&T has said the deal would allow it to quickly add capacity to meet growing demand for high-speed wireless service. Rivals such as Sprint Nextel Corp say the combination would hurt competition, while public interest groups have argued it would lead to higher prices.
Given how paranoid Americans have become about the dearth of jobs Stateside, it will be interesting to see if this line of argument works.

Philippines, Not India is World's Call Centre Capital

♠ Posted by Emmanuel in ,, at 12/09/2010 12:03:00 AM
Now this article kind of took me by surprise. While India is renowned as a global hub for business process outsourcing (BPO)--we even have popular entertainment glamorizing its services-led economic renaissance in Slumdog Millionaire--it seems another country has been away from the BPO limelight that has just stolen India's thunder. Alike India, the Philippines has been subject to the (English-speaking) white man's burden of enlightening us coloured people about the benefits of markets and democracy (well sort of). Also like India, then, the Philippines has a large English-speaking population which happens to be tertiary educated. And while India has its slumdog millionaires, the Philippines has its own emerging call centre subculture of those who work the night shift to synchronize with overseas markets like Western Europe and North America. (As a side note, I am very pleased with phenomenon since daytime traffic in Manila is horrendous.) Heck, stories of escapades by call centre workers are rife with alleged rises in HIV cases being attributed to them.

Anyway, back to the story. Earlier this year, I was struck by outgoing Philippine President Gloria Macapagal-Arroyo claiming in May that the Philippines was second only to India in BPO foreign exchange revenues. Pretty impressive for a country that's not been as widely stereotyped as a call centre destination, right? Well now comes news that, actually, the Philippines is set to end the year ahead of India in terms of call centre employees and revenues for 2010. Of course, call centres are only a sliver of the BPO market--and not often very attractive ones unless you consider telemarketing and fielding customer service calls fun.

I am also not entirely sure if the head of the Commission on Information and Communications Technology (CICT)--an executive-level body in the Philippine government--has his numbers entirely right. But, as the Indians aren't contesting these figures, perhaps they're correct. From BusinessWorld:
The [Philippines] may have surpassed India in terms of call center employees and revenues, but it has yet to take a similar lead in other segments of outsourcing, an official said Tuesday. Commission on Information and Communications Technology Chairman Ivan John E. Uy told reporters at the sidelines of an electronics industry conference that the Philippines had exceeded India in the number of new employees, with 15,000 as of end-October. "India had 13,800 new hired [sic] employees for this year but we still have to wait until the year ends."

Mr. Uy said the Philippines had also surpassed India in call center revenues, with $5.5 billion as of end-October against the latter’s $5.3 billion. "We are projecting to reach $5.8 billion by the end of the year, while India projected $5.5 billion. These are significant accomplishments, but the entire [Philippine outsourcing] industry is still valued at $9 billion, while India is at $47 billion," he said.

On its Web site, IT services firm SourcingLine said the entire outsourcing industry goes beyond call centers, to include services that demand higher skills like software development, engineering design and investment research. Business Process Outsourcing Association of the Philippines chief executive officer Oscar R. Sañez said in a phone interview that the country’s annual offshore outsourcing revenues could more than double to $25 billion, equivalent to a 10% share of the global market, by 2016.

"The industry can grow from $9 billion in annual revenues and approximately 500,000 direct employees today to $20 billion and 900,000 employees by 2016 if current conditions are sustained and with a lot of hard work," he said.
The reasons given for this surprising factoid are many (and a few are likely self-serving): Filipinos have a more "neutral" accent (i.e., they can imitate talking like white people more easily--cue "Apu Nahasapeemapetilon"); Philippine workers are better equipped with relevant skills; etc -
"We won this war not because we're lower cost than India. To some extent, we are a little bit higher priced to operate a call center compared to India. We won this battle by virtue of Filipino quality. We grew faster than India because it's the Filipino talent, which is world class caliber," he said. He noted that Indian call centers are already migrating some of their operations to the country.

Jojo Uligan, CCAP corporate secretary and executive director, said the Philippines played up its strengths in the past 10 years by being a superior value destination for US companies. He said Filipinos have a better cultural affinity to Americans, and their accents are more neutral. "When you train a Filipino to speak English, you would never know it is a Filipino. I think Americans like to talk to a person they can understand," he said...

"We're not just focusing on the United States but other English-speaking countries like the UK, which we only service a little. Australia and New Zealand are also good potential for us. But again, if you can market in these areas where we service a smaller percentage of the business, then we will have a better chance of getting more jobs," he said...
But then comes the honest truth: call centres are atthe bottom end of the BPO totem pole. So, in reality, India may already be leaving such services behind in search of greener and more profitable pastures:
Call centers are generally positioned at the bottom of the BPO value chain since they provide lower profit margins compared to other BPO offerings. Non-voice BPO offerings, such as financial, medical, editorial, and engineering services, contribute higher profit margins, thus is preferred by more established BPO players, including those from India.

Local BPO firms have pursued call center services as part of a strategy. Call centers are considered as their entry point for a slice of the non-voice outsourced and/or offshored businesses of clients.
So perhaps it's Jai-Ho (You Are My Destiny) for the Philippines to rule the roost in call centre operations, but the challenge is to continue to move up the ladder like India in terms of the sophistication and profitability of services on offer such as CAD/CAM work, digital animation and so forth. In the meantime, Shakalaka Baby not to Bangalore but to Manila!

Already I'm thinking of preparing my screenplay for The Great Philippine Call Centre Movie to raise public awareness about the country's status as the world leader. In tawdry modern fashion, it will concern before or after work-hours recreational (procreational?) activities by call centre workers. Fielding calls by Yanks who don't know what a MAC address is, long-distance love triangles at Hewlett-Packard Philippines, an A.R. Rahman soundtrack, Danny Boyle for the director...it's a guaranteed hit, I tell you. I am yours forever; yes forever I will follow...

Obama, India and Making Outsourcing Acceptable

♠ Posted by Emmanuel in , at 11/08/2010 12:09:00 AM
[NOTE: It's been a while since we've had a feature on Indian outsourcing, so it's about time we got back in the swing of things via President Obama's visit to the services powerhouse nation.] To many Americans, the Great White Collar Fear is outsourcing. And, nobody represents this phenomenon to many eyes than India. With its formidable array of business process outsourcing firms like Satyam, Tata, Wipro, and Infosys, the very mention of the country strikes fear into middle class hearts. Contrary to the suggestions of less perceptive individuals, the real determinant of whether American jobs are "shipped overseas" isn't skill level but the geographical transferability of the tasks performed. That is, America will still need hairdressers since you need a pair of hands and scissors at the end of the day, but it certainly might do away with computer programmers who can do these tasks more inexpensively in, say, India. Routed at home, Barack Obama thus journeyed to India to paint an image of the commander-in-chief drumming up business elsewhere. What's more, he wanted to get the point across that India's rise bodes well for the United States instead of the more conventional job-stealer stereotypes:
President Barack Obama used his first visit to India to herald the virtues of democracy and trade, telling business leaders that increased commerce was a “win- win” proposition that would create jobs in both countries. “I am here because I believe that in our interconnected world increased commerce between the U.S. and India can be and will be a win-win proposition for both nations,” Obama said in a speech to the U.S.-India Business Council in Mumbai yesterday.

Obama’s first day in Asia, at the beginning of a four- country, 10-day tour, was studded with meetings with CEOs and Indian entrepreneurs to emphasize the importance of job creation. He was greeted at the airport by Boeing Co. Chief Executive Officer Jim McNerney, who briefed the president on doing business in India as they flew by helicopter to central Mumbai aboard Marine One.

“The United States sees Asia, especially India, as a market of the future,” the president said. “We don’t simply welcome your rise as a nation and people, we ardently support it, we want to invest in it.” Obama announced that controls on exports of technology, imposed after India tested a nuclear device in 1998, will be relaxed.

Five days after his party lost control of the House of Representatives, Obama also warned against protectionism. He sought to dispel what he said were perceptions that trade leads to U.S. jobs being outsourced to India, though he acknowledged that as India’s economy continues to emerge, there will “undoubtedly” be competition between the world’s two largest democracies. The mutual benefits of trade “might not be readily apparent” to both Americans and Indians, Obama said. “There are many Americans whose only experience with trade and globalization is a shuttered factory or a job that was shipped overseas.”

In the U.S. there was a caricature of India as a land of call centers and back offices that cost Americans their jobs, he said. While in India, Obama said many see the arrival of American companies and products as a threat to the livelihood of small shop keepers. “These old stereotypes and old concerns ignore today’s reality,” Obama said. “Trade between our countries is not just a one-way street of American jobs and companies moving to India. It is a dynamic two-way relationship that is creating jobs, growth and higher standards in both our countries.”

The two countries’ ties are “not about job creation in just one place,” said Kris Gopalakrishnan, chief executive of Infosys Technologies Ltd. Obama “talked about keeping markets open for both products and services.”
All this lovey-dovey stuff had sentimental ol' me reaching for my hankie [sniff]. Such a sweet guy, that Barack Obama. Or maybe not. This dog-and-pony show aside, the truth of the matter is that Indian BPO firms are being squeezed by the US through costlier work visas for Indian workers and states banning the outsourcing of government IT projects altogether. Still, Indian firms are locating more operations Stateside and hiring Americans to hopefully dispel the notion that they're taking away work and jobs. Still, India's challenges diversifying away from the US--learning Mandarin or Nihongo is likely more difficult than learning English in this former British colony--mean that it cannot make a clean break altogether:
[Obama]'s sure to encounter some harsh words about the current U.S. backlash against Indian outsourcing firms. In August, Congress passed a law raising fees for work visas by $2,000 to about $4,300. The visas, used by foreign IT workers spending time in the U.S., could cost Indian companies up to $250 million a year, says Som Mittal, president of Nasscom, the Indian software industry's lobbying group.

Also in August, Ohio banned the outsourcing of government IT projects to offshore destinations such as India. "There's some level of concern," says P.R. Chandrasekar, chief executive of Mumbai-based Hexaware Technologies. "You don't want other states to do that..."

The worry is that protectionist measures in the U.S. could quickly change the outlook from robust to dreadful in a market that represents 61 percent of India's $50 billion in annual IT service exports. Two-thirds of Hexaware's $215 million in revenue last year came from the U.S. Bigger Indian companies rely on the American market, too. U.S. sales accounted for 57.5 percent of TCS's revenue for the year ended March 2010, and North America made up 66 percent at Bangalore-based rival Infosys Technologies, according to Bloomberg data.

Indian executives know they must diversify, yet they have had limited success generating new business in markets beyond North America and Western Europe. Their presence in Japan is insignificant, says Arno Franz, president of Asia Pacific for sourcing advisory firm TPI. Indian outsourcers have high hopes for China, where they are hiring engineers to work on projects for multinational and local customers. "They are placing most of their bets on China," says Franz. "But it takes years and years." India's major IT companies only employ around 5,000 people in China, according to a Goldman Sachs (GS) report, and generated sales of just $257 million.

That means India's IT companies have to keep building their business in the U.S. while their efforts elsewhere slowly take root. To defuse the outcry about companies shipping American jobs offshore, Indian firms are trying to build up local staffs.

Mahindra Satyam, a Hyderabad-based company that on Oct. 13 announced a contract to design a document-management system for the Kentucky state government's health and family services department, has so-called near-shore operations in 11 countries, including the U.S. It wants to be positioned in the U.S. and elsewhere to hire locally. "Firms are more comfortable with near-shore centers," says the firm's chief executive CP Gurnani. As a result, "dependence on U.S. visas is reducing." About 20 percent of employees are outside India, he says, up from zero in 2006.

The uncertainty surrounding visa rules and state outsourcing policies might accelerate the trend of Indian companies making acquisitions in the U.S. Indian outsourcers have already done $1.9 billion worth of technology acquisitions in North America over the past decade, according to Bloomberg data.
But then a next question comes on the last point: will Americans also discourage Indian acquisitions of US technology firms in the way it does Chinese ones over specious "security" grounds? While you contemplate that question, the White House also has a laundry list of projects the US is supposed to undertake together with India as well as a transcript of the Obamas speaking in Mumbai.

Obama's Latest Protectionist Flap Offends India

♠ Posted by Emmanuel in ,, at 3/01/2009 01:24:00 PM
India's domination of the outsourcing trade has hardly gone unnoticed among the protectionists and xenophobes in America. A key question for Indian business is if Obama is one of those. His membership in the PRC-bashing "China Currency Coalition" is already well-known; go ask Treasury Secretary Geithner. Moving from goods (PRC) to services (India), we may see the same phenomenon at work with the supposedly "internationalist" Obama. In 2007, he offended many Indians by characterizing his then-opponent for the Democratic presidential nomination Hillary Clinton as representing (D-Punjab). Let's just say that Obama doesn't rub many Indians the right way.

This latest flap is over immigration. Recent news that workers of Indian outsourcing firms are the largest recipients of H-1B visas is causing protectionist hackles. To their line of thinking, Indian companies are not only "stealing American jobs" by receiving outsourced business, but they don't even hire Americans for work that needs to be performed in the US. Hence, it's double jeopardy. Senators Durbin (D-IL) and Grassley (R-IA) have tried to contest the awarding of H1-B visas on such grounds amid efforts by firms to increase yearly H-1B quotas from the current 65,000. These, of course, are filled almost instantly:
“By the end of the day today, all of the H-1B visas for the year will likely be spoken for,” Durbin said. “The H-1B program can’t be allowed to become a job-killer in America. We need to ensure that firms are not misusing these visas, causing American workers to be unfairly deprived of good high-skill jobs here at home.”

Durbin and Grassley have repeatedly raised concerns that the loopholes in the H-1B and L-1 visa programs are allowing for the outsourcing of American jobs. Last year, they introduced the H-1B and L-1 Visa Fraud and Abuse Prevention Act, which would require H-1B applicants to make a good faith effort to hire American workers first and would give the Department of Labor greater oversight authority in investigating possible fraud and abuse.

"I have no doubt that we'll hear arguments all day as to why the cap on H-1B visas should be raised, but nobody should be fooled. The bottom line is that there are highly skilled American workers being left behind, searching for jobs that are being filled by H-1B visa holders," Grassley said. "It's time to close the loopholes that have allowed this to happen and enact real reform."
The emerging point of contention is a stipulation in the ever-controversial stimulus bill dictating that no bailout money be allocated to firms attracting workers on H-1B visas (read: from India). Call it the backdoor revenge of Durbin and Grassley. From the Economic Times:
With the economies in the U.S. and India both struggling and with unemployment rising, the outsourcing of American jobs to Indian workers has become an even more explosive issue. That's leading business leaders, politicians, and ordinary citizens in both countries to focus on a controversial visa program, the H-1B, that allows a limited number of foreigners to work at U.S. companies for up to six years. Critics have long claimed the program allows high-paying software-writing and engineering jobs at companies and state governments to go to foreigners.

On Feb. 23, the H-1B critics got a new round of ammunition. Data released by the U.S. Citizen & Immigration Services showed that in 2008, for the second year running, many of these visas went to Indian IT services companies that were sending engineers to the U.S. temporarily to work. In effect, a visa that had been designed for U.S. corporations to remain competitive at a time of talent shortage had become a blessing for the U.S. operations of global Indian companies, allowing them to send engineers from India, rather than hiring locally.

The news comes at a time when many Indians already suspect the U.S. is trying to put a squeeze on the country's successful outsourcing industry. Each year, the American government hands out 65,000 H-1B visas, and Indian engineers receive many of them. However, as part of President Obama's economic stimulus package, Congress passed provisions to bar any U.S. company that receives bailout dollars from directly hiring workers on these H-1B visas.
Irrational American nationalism is provoking similar responses from India's Hindu nationalist opposition parties, whose bellicose rhetoric includes boycotting American MNCs:
In India, there has been a swift outcry. "This is just irrational protectionism," says Montek Singh Ahluwalia, deputy chairman of India's Planning Commission. "It makes no economic sense at all."

In the 15 years since the H-1B began, a strong U.S.-based Indian diaspora has emerged, in part because of the visa program, to become one of America's most successful minority groups. It has also become politically powerful within India. Many Indians in the U.S. are strong supporters of the Bharatiya Janata Party, leader of the opposition to Prime Minister Manmohan Singh's government; U.S.-based Indians often make donations to BJP causes and lobby through its parent body, the Vishwa Hindu Parishad (Global Alliance of Hindus). Courting nonresident Indians has been a consistent fundraising tactic for the BJP and VHP, especially since a large proportion of the Indian diaspora in the U.S. comes from Gujarat, a state north of Mumbai where the BJP holds power and is more popular than elsewhere in the country.

So as news trickled in about the provision in the stimulus bill, political groups in India swung into action. The VHP first asked India's External Affairs Minister Pranab Mukherjee to see if he could arrange for Indians losing their H-1Bs to have more than the regulated 30 days to leave the U.S., allowing them to sell their houses and settle their affairs with more flexibility. A spokesman for Mukherjee says no action has been taken on that letter.

Then, the VHP decided on a more popular approach, calling for Indian consumers to boycott the goods of 14 U.S. multinationals. Praveen Togadia, general secretary of the VHP, declines to share the list of the companies the group plans on targeting. He says a boycott is justified. "If these policies hurt Indians abroad, then we have to take steps to hurt American companies in India," he says. "The reaction must be strong, or else who knows if the legally resident Indians in the U.S. are one day thrown out."
What more can I say? It's garbage in, garbage out as both sides, ah, talk trash.

3/9 UPDATE: BofA's hand has been forced by this provision. It is now taking away job offers made to international graduates of American MBA programs.

"Insourcing," the Revival of British Manufacturing

♠ Posted by Emmanuel in ,, at 4/28/2008 01:43:00 AM
Photobucket

Listen up as you're likely to read more about this practice in the near future. Among the latest buzzwords to hit little ol' me is insourcing. In contrast to the phenomena of outsourcing where firms located in industrialised countries move their activities to LDCs to take advantage of lower costs abroad, insourcing concerns the opposite. Insourcing happens when firms that sought greener pastures elsewhere discover that, gee, the grass isn't really greener on the other side. The Guardian has an interesting story about this trend happening in Blighty. Yes, it's anecdotal evidence and all that, but it makes for an interesting read nonetheless. With the finance sector in dire straits in Britain--those who handle circulating capital for you Marxists out there--the manufacturing industry (Marx's industrial capital) is making something of a comeback. Here are the Cliff's Notes for you readers with short attention spans:

(1) Britain has supposedly neglected its industrial sector for a long time, taking a hands-off approach to industrial policy while its European neighbours have exhibited greater protectionism;
(2) In contrast, most of the policy breaks have gone to the finance sector as its share of economic activity has steadily increased over the years;
(3) With Britons feeling the effect of a credit crunch--let them eat subprime--manufacturing is becoming the unlikely sector where the country is pinning its hopes;

What follows are the reasons for a putative revival of fortunes for UK manufacturing:

(4) Labour in China isn't as inexpensive as it was just a few years ago;
(5) Quality concerns over tainted toys and whatnot have increased customer preference for goods made in the UK;
(6) With commodity prices being as high as they are, it matters less where goods are made, especially in cases where raw materials cost is the major contributor to costs;
(7) With the British pound relatively weak against the Euro (see above chart), making stuff at home to sell to the EU--the destination of over 60% of the UK's exports and its largest export market--becomes comparatively attractive than having stuff made elsewhere;

Bring it on home, indeed. There is also stuff about the government pursuing the promotion of green industries, but given the chequered history of British involvement in industrial policy, that may require a leap of faith. Fear of outsourcing is so 2004, dahling. From the Guardian:

It may be a struggle to imagine a Britain in which the main topic of conversation over the table at dinner parties is no longer house prices, a comfortable berth in a top City firm is no longer an object of desire for every bright young graduate, and a few hours at Bluewater or Ikea is no longer considered a great family day out. But when the credit crunch, with its day-to-day drama of bank bail-outs and mortgage rationing, fades away, it may leave behind a very different country.

Mervyn King, the governor of the Bank of England, has repeatedly said he would like to see a 'rebalancing' of the economy. For too long, consumers have been borrowing to prop up their spending, saving next to nothing, and banking on rising house prices to make the sums add up. And banks have been devising ever more sophisticated funding models to raise the money to lend to them.

But with the days of cheap borrowing over for the foreseeable future, and the housing boom at an end, it will take families a very long time to rebuild their finances. King and his colleagues at the Bank would like to see a band of doughty exporters up and down the country step forward, helping a new, more stable, less spendthrift economy rise, phoenix-like, from the ashes of the debt-fuelled boom of the past five years.

One such export hero could be Danny Bamping, managing director of Bedlam Puzzles, who has benefited from the fact that consumers have begun to shun toys made very cheaply in countries in the Far East. Mattel, maker of the Barbie doll, had to recall millions of toys - all made in China - because of lead in the paint, and because children were swallowing bits of them. 'The Mattel issue worked in our favour,' admits Bamping, who has appeared on the BBC's Dragon's Den

But until 2007, like many Western toy manufacturers, Bedlam Puzzles made all its games in China. It decided to move production to the UK last year, partly because of soaring costs in China. In just one year, its costs there had increased by about 20 per cent. A stronger yuan, increased shipping costs and the time lag in getting products to the UK market were also factors.

China's loss is the UK's gain. Indeed, this trend of 'insourcing' production back to the UK is one factor contributing to a mini-revival of the manufacturing sector, according to trade body the EEF. The pound's weakness against the euro is also helping to make UK goods cheaper in the eurozone. Last year, says the EEF, saw the best conditions for a decade. Figures published last Thursday from the CBI tempered this optimism, however: output has fallen slightly and manufacturers reported their biggest increase in costs since 1990. Nevertheless, as the credit crunch continues to hog the headlines, manufacturing is holding up relatively well.

Tomorrow, David Frost, director-general of the British Chambers of Commerce, which represents many of the UK's small firms, will underline this in a speech to members: 'If you lived your life in London you would often be left with the impression that the economy was about to fall off a cliff,' he will say. 'From my visits around the country I can assure you it is not. When I speak to our members, be it in Aberdeen, Birmingham, St Helens or Rotherham, they not only inspire me with their success, but they tell me that while business is challenging, they are doing well. They are succeeding in tough export markets.'

Economists agree. In this post-credit-crunch world, they say, hitherto-neglected manufacturing could play a larger role. Andrew Sentance, one of the independent members of the Bank's Monetary Policy Committee, said in a speech last week that 'strong domestic demand and a strong pound need to give way to a period of weaker growth of domestic demand, accompanied by a more competitive currency'. He added: 'This process of rebalancing is likely to benefit sectors more heavily dependent on overseas demand, such as manufacturing industry.'

So now that the City and consumer spending are running out of steam, could resurgent manufacturers help the UK stave off recession - and work that rebalancing trick? The City has long contributed more wealth to the UK economy than the manufacturing sector has, but its growth has accelerated massively over the past decade. In 1992, finance and business services accounted for 24 per cent of Britain's GDP, compared with 21 per cent for manufacturing. By 2004 - the latest available figures - the gap had widened to 32 per cent and 14 per cent. The Office for National Statistics estimates that in 2002, 10 million workers in the UK were employed in 'financial and business services', compared with one in 10 in 1981. Only about 3 million workers are now employed in manufacturing, down from almost 4.5 million in 1994.

But official statistics ignore newer, growth areas of manufacturing - those that focus on providing services or design and innovation, according to Steve Radley, chief economist at the EEF. 'Manufacturers don't just produce goods any more. They also offer services, and are focusing more on innovation and design. The lines are becoming blurred between companies manufacturing and companies that offer services.'

For example, a huge growth area for defence manufacturers - one of the few large 'old-style' heavy industries left in the UK - is providing repair and maintenance services for the hardware they sell to the Ministry of Defence. Shipbuilding and services group VT makes just as much money from providing this type of 'lifetime care' as it does from selling the ships in the first place. According to the EEF, more than half of the 3 million people employed in manufacturing now work in areas other than production, such as research and development, sales and support services.

Radley says companies are increasingly trying to focus on niche, hi-tech sectors such as clean energy, or research and development in the pharmaceuticals or biotech industries. The EEF is resolutely upbeat. Radley says manufacturing represents a bigger slice of the economy than official statistics suggest because a lot of the services the manufacturers provide are not recognised. It points out that, in 2007, manufacturers were planning to invest more in expanding their business than they have since 1995. Last year over a quarter more firms reported plans to increase output compared with those which were cutting back.

While the weakness of the pound is one factor helping Britain's manufacturers, particularly in the eurozone, the soaring cost of raw materials such as oil and metals is also encouraging the trend of bringing production back to the UK. China's main advantage as a manufacturing base is low costs, but higher commodity prices are eroding it. John Parker, chief executive of the Cast Metals Federation, says that in the past six months members have started reporting that customers who had switched their orders to Chinese foundries are now placing orders in the UK.

'The difference now is the cost. A few years ago, the price of, say, a manhole cover might be 50 per cent lower in China than in the UK. But because of the huge increase in international metals prices - which everyone has to pay - the benefit of low labour costs is much less pronounced. Add to this concerns over quality and delivery, and castings produced in the UK become much more attractive.' [Parker's] members - who make items ranging from manhole covers to components for water pipes - are also benefiting from the boom in construction in the developing world.

But little of the credit for these successes goes to the government. According to the EEF, between 2000 and 2005 the British government spent far less on research and development in industry than Canada, France, Germany, Italy, Japan or the US. In 2005, it spent just 0.006 per cent of GDP on R&D, a third of what Germany and Italy spent and less than a tenth of Japanese spending.

Industry executives complain that while the government has given the City special treatment - such as the preferential tax status of 'non-doms' - manufacturing has been left to sink or swim.

One managing director of a steel fabricating firm, who did not want to be named, says: 'The government abandoned manufacturing and its contribution to the country a long time ago. I feel we're on our own.' He says rivals in Germany, Japan and France get bigger tax breaks on investment in new plants.

Lack of government support for British manufacturing is a long-running complaint. In the 1980s, for example, the Conservative government questioned whether the UK needed its own car manufacturing industry. Radley says: 'Some politicians have argued that we could do away with manufacturing altogether. That is very naive and ignorant. The credit crunch shows the risks of being overdependent on one part of the economy.'

Lack of government support for the UK manufacturing sector has been an ongoing theme. Unlike the French, the Italians or the Germans, British politicians have always fought shy of propping up loss-making industries. Continental governments also stand accused of flouting competition rules at home - not allowing their national energy companies to be taken over by foreigners, for example. Yet, the complaint runs, these same firms, whose markets are protected at home, are quick to take advantage of the UK's open-market philosophy. This means that most of the UK's energy industry is owned by French, German, Spanish or US companies. As a result, the UK increasingly has to rely on foreign companies to supply new power plants. John Garside, principal fellow at the Warwick Manufacturing Group, says that because of this free market approach, 'we are approaching the position of having to rely on overseas companies for technical expertise'.

The car industry is a good example of the strengths and weaknesses of this approach to manufacturing. The indigenous British-owned car-manufacturing industry - MG Rover, TVR - has disappeared. Some of the world's most efficient foreign car makers - Japan's Nissan, for example - have replaced them.

But however efficient the UK has become at making things, however good British firms become at carving lucrative niches, if foreign-owned companies decide to move production overseas, they will move the rest of their activities - including R&D and design - away too.

As Radley says: 'There is a worry that if production goes overseas, innovation will follow. Foreign ownership has been very good for UK manufacturing. New ideas have come in. But the danger is that foreign-owned companies have a bias to locate higher-value activities like R&D in their home countries.' Garside agrees: 'These foreign-owned companies are not here for our benefit. They hold the intellectual property and choose where to locate their development centres.' The EEF says the government needs to make it attractive for foreign-owned companies to locate activities such as research and development here.

Last November the government announced a review of manufacturing, which will report this summer. It will concentrate on how British industry can put the UK at the 'forefront of developing and manufacturing new green technologies'. Focusing on 'green technologies' such as renewable energy makes sense: the UK is one of the windiest places in Europe, with hundreds of miles of coastline that can be exploited to generate renewable energy. Yet a lack of government support - and an obsession with the free market - means the UK lags behind most of Europe on renewables. Even if the government's review does represent a genuine attempt to do more for manufacturing in this area, it could come too late. Garside says: 'The government is big on promoting sustainability. But how can we influence the design of these products if there's no one capable of doing it left in the UK?'

Manufacturing is bearing up well - for the moment - in the face of the credit crunch. Economists certainly expect this sector to grow more quickly than financial services in the short term. But because much of British manufacturing is in foreign hands, the cultural ties to this country are not as strong. If they are to stay, the government needs to do more to make it worth their while.

India: the Outsourcing of Outsourcing

♠ Posted by Emmanuel in , at 9/24/2007 06:36:00 PM
It appears that our Indian friends, the masters of outsourcing, are now applying the tricks of their trade elsewhere. Not only are they setting up shop in more locations across the globe to leverage their know-how, but they are also advising others on how to do so--profitably. The International Herald Tribune likens the globalization of the outsourcing movement to Japanese manufacturing transplants. Just as Japanese manufacturing models have worked elsewhere without Japanese workers, so too are Indian outsourcing models being applied without Indian workers. It's interesting stuff, and it bodes well for the spread of "tacit knowledge" about the intricacies of outsourcing from which others can benefit:
From across India, thousands of recruits report to the Infosys Technologies campus here in India's deep south. Amid the manicured lawns and modern buildings, they learn the finer points of software programming.

But lately, packs of foreigners have been strolling the campus. Many are Americans, recently graduated from college. Some had been pursued by coveted employers like Google. Instead, they accepted a novel assignment from Infosys, the Indian technology giant: Fly here to learn programming from scratch, then return to the United States to work in the Indian company's back office.

Now India is outsourcing outsourcing.

One of the constants of the global economy has been companies moving tasks - and jobs - to India, where they could be done at lower cost. But rising wages for programmers here, a strengthening currency and companies' need for workers in their clients' time zones or for workers who speak languages other than English are challenging that model.

At the same time, India is facing increased competition from countries seeking to emulate its success as a back office for wealthier neighbors: China for Japan [!], Morocco for France and Mexico for the United States, for instance.

Looking to beat back these new rivals, leading Indian companies are opening back offices in those countries, outsourcing work to them before their current clients do.

Many executives in India now concede that outsourcing, having rained most heavily on India, will increasingly sprinkle tasks across the planet. The future of outsourcing, said Ashok Vemuri, an Infosys senior vice president, is "to take the work from any part of the world and do it in any part of the world."

In May, Infosys's Indian rival, Tata Consultancy Services, announced a new back office in Guadalajara, Mexico; it already has 5,000 staffers in Brazil, Chile and Uruguay. Cognizant Technology Solutions, with most of its operations in India, has now opened back offices in Phoenix, Arizona, and in Shanghai. Wipro, another Indian company, has outsourcing offices in Canada, China, Portugal, Romania and Saudi Arabia, among other locations.

Last month, Wipro said it was opening a software development center in Atlanta that would hire 500 programmers in three years.

In a poetic reflection of the new face of outsourcing, Wipro's chairman, Azim Premji, told Wall Street analysts this year that he was considering hubs in Idaho and Virginia, in addition to Georgia, to take advantage of "states which are less developed," Premji said.

Infosys is building an archipelago of back offices - in Mexico, the Czech Republic, Thailand and China, as well as in low-cost regions of the United States. The company wants to become a global matchmaker: Any time a company wants work done somewhere else, even just down the street, Infosys hopes to get the call.

It is a peculiar ambition for a company that symbolizes the flow of tasks from the West to India. Most of Infosys's 75,000 employees are Indians in India, and they account for most of the company's $3.1 billion sales in the year that ended March 31, from clients like Bank of America and Goldman Sachs. "India continues to be the No. 1 location for outsourcing," S. Gopalakrishnan, the company's chief executive, said in a telephone interview.

And yet Infosys is quietly stringing together a necklace of global outsourcing hubs, where local workers work with little help from Indian masters. The company opened an office in the Philippines in August and, a month earlier, bought back offices in Thailand and Poland from Royal Philips Electronics, a Dutch company.

Infosys's Indian outsourcing experience taught it to cut up a project, apportion each slice to the suitable worker, double-check quality and then export a final, reassembled product. The company believes it can clone its Indian back offices in unfamiliar nations and groom Chinese and Mexicans and Czechs to be more productive than local outsourcing companies could make them.

"We have pioneered this movement of work," said Gopalakrishnan. "These new countries don't have experience and maturity in doing that, and that's what we're taking to these countries."

Some analysts compare the strategy to Japan's penetration of automaking in the United States in the 1970s. Just as the Japanese learned to make cars in America without Japanese workers, Indian vendors are learning to outsource without Indians, said Dennis McGuire, chairman of TPI, a consultancy based in Texas that focuses on outsourcing.

For now, work that bypasses India remains a small part of Infosys's business, but it is growing. The company can be highly secretive, but executives agreed to describe some of the new projects on the condition that clients not be named.

In one project, an American bank needed to build a computer system to handle a new loan program designed specifically for Hispanic customers. The system had to work in Spanish and, in making approval decisions, had to comprehend variables particular to the Hispanic market. Many Hispanics, for instance, remit money to families abroad, which affects their bank balances. The bank thought a Mexican team would have the right language skills and grasp of cultural nuances.

But instead of going to a Mexican vendor or to an American vendor with Mexican operations, the bank retained three dozen engineers at Infosys, which had recently opened shop in Monterrey, Mexico.

Such is the new outsourcing. A company in the United States pays an Indian vendor 7,000 miles, or 11,200 kilometers, away to supply it with Mexican workers situated 150 miles south of the U.S. border.

In Europe, too, companies now hire Infosys to manage back-office work in their backyards.

In one example, a large American manufacturer with factories across Europe had to deal with bills from suppliers in multiple European countries. Each supplier billed the company in the suppliers' home country, creating a complex lattice of payments to multiple suppliers, from multiple offices, in multiple currencies.

Infosys manages the lattice. The manufacturer's offices scan the invoices and send them to Infosys, where each is passed on to the right language team. The teams verify the orders and send the payment to the suppliers while logged in to the client's computer system. More than a dozen languages are spoken at the office in Brno, Czech Republic.

The American program in Mysore is meant to keep open a pipeline of diverse workers for the company. Trainees had no software knowledge. By teaching novices, Infosys hopes to save money and attract workers who will turn down better-known companies for the chance to learn a new skill.

"It's the equivalent of a bachelor's in computer science in six months," said a trainee, Melissa Adams, 22. Adams graduated last spring from the University of Washington with a business degree and turned down Google for Infosys...

The Future of IT Outsourcing

♠ Posted by Emmanuel in at 7/07/2007 12:44:00 AM
silicon.com has a nifty feature on five directions which information technology (IT) outsourcing is likely to take:
(1) Consolidation. Competition for outsourcing contracts is more cut-throat than ever with a huge expansion in the number of suppliers - so some significant consolidation is on the horizon.

Recent rumours of a merger between sector heavyweights Infosys and Capgemini suggest the stars are aligning for some significant marriages. Duncan Aitchison, managing director of business advisory company TPI, told silicon.com even if the rumoured Infosys-Capgemini tie-up never materialises it reflects current "market sentiment", while other industry experts are predicting more mergers-and-acquisition activity in this sector over the next year or two.

(2) Globalization. There has long been talk of India losing its edge in the offshore outsourcing market - including warnings of a looming skills crisis - but a bigger threat to India's dominance could lie closer to home. According to a study by analyst IDC Chinese cities will overtake their Indian counterparts as top destinations for offshore global delivery by 2011.

While the scenario of China outstripping India remains unlikely, the trend is for increasing globalisation of the market as more regions seek to cash in on the offshoring boom. Beyond the Bric bloc of countries (Brazil, Russia, India, China - or 'Bricm' including Mexico), small-time, near-shore developing nations, such as Egypt and Poland, are rising up the agenda. The trend is not only for a "greater pattern of diversity" in the offshore outsourcing sector, said TPI's Aitchison, but also for greater specialisation as smaller players seek to distinguish themselves in an increasingly crowded marketplace.

(3) Person-to-person offshoring. Offshoring is more commonly associated with the idea of large-scale business redeployments - the relocation of a back-office function, say, or a whole department. But research suggests there's growing momentum on a much smaller scale. According to a report by research company Evaluserve, offshoring has reached small businesses and even homes - a trend it dubs 'person-to-person', or P2P, offshoring.

Examples of services offshored in this way include online tutoring, web and software development, and writing and translation services. Customers for this type of offshoring can be small businesses or even individual consumers. Evaluserve says revenue for this sector stood at more than $250m between April 2006 and March 2007, and it predicts the value of the P2P offshoring market will rise to more than $2bn by 2015.

(4) Green sourcing. Rising energy prices have put the eco issue firmly on the CIO's radar but could pressure to demonstrate green credentials influence businesses' outsourcing decisions as well?

silicon.com's CIO Jury of UK heads of IT recently revealed environmental factors play a key role in the selection of technology suppliers and partners.

(5) Virtual worlds. The rise of virtual worlds such as Second Life is making it easier for companies to hire workers from anywhere in the world whether to build their virtual offices or to work as 'meeters and greeters' in them.

It's still early days for virtual world-based outsourcing but businesses are taking an increasing interest in the likes of Second Life so momentum is likely to build. Last month news emerged of a hook-up between a Chinese online entertainment company and the Entropia Universe virtual world, to create a virtual economy that could provide as many as 10,000 jobs. Over the longer term, customer-contact jobs such as helpdesk or call centre roles could migrate into virtual worlds, where customers can be both informed and entertained.

Striking a more cautious note, there are findings from the British outsourcing trade that offshore call centers may not only be more expensive but also result in lower customer satisfaction:

The UK's financial services (FS) companies are failing to save money and are undermining customer relationships by sending UK call centre jobs overseas, according to a recent study by consultancy Compass Management Consulting.

Onshore FS call centres average 10 sales per month while offshore centres have an average of four sales per month. And savings from lower labour costs are disappearing as rates rise in offshore locations, with staff costs increasing by up to 15 per cent per year in countries such as India, the study shows.

Language difficulties can also lower productivity and lead to calls lasting up to twice as long as home-based operations.

Listening or understanding failures occur in an average of four per cent of calls in onshore call centres but for offshore call centres, the figure rises to 18 per cent - and each of these failures can lengthen the call by up to 105 per cent beyond the average due to misunderstandings and lack of clarity, the research reveals.

Simon Scarrott, head of business development and marketing at Compass, said pursuing the "latest management fad" of offshoring in a far-off country makes no business sense in the long term...