Outsourcingpoland2013 final

OutsourcingPoland 2013

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Shared Services

5th

edition

• 800+ BPO, shared services, and outsourcing centers • Top 83 universities in Poland • Profiles of center managers

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BETTER AT WORK

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OutsourcingPoland

ISSN 1643-4692

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Shared Services 2013

Publisher: BiznesPolska Sp.z o.o. ul. Długa 44/50, bud. D, lok 704, 00-241 Warszawa tel./fax: 022 831 7062 Research Director: Magdalena Adamczyk madamczyk@biznespolska.pl Marketing Executive: Wiktor Gliński wglinski@biznespolska.pl President: Thom Barnhardt barnhardt@biznespolska.pl

Table of Contents SSC/BPO sector to double employment to 200,000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 The surprising potential of Polish IT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 For Hire ! - 250,000 IT professionals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Ranking of Top Polish Universities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Recruitment & Innovation: a systematic and innovative solution to boost your candidate sourcing! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Office supply doubles amidst growing competition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Roadshow to India to entice BPOs to Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Top 100 Outsourcing Destinations – The World’s Big Three Regions . . . . . . . . . . . . . . . . . . . . . . . . . 16 Directory of BPO/SSC Companies in Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Manager’s Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

OutsourcingPoland 2013

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Map of Outsourcing and Shared Service Centers in Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

5th

edition

Letter from Editor: In this our annual directory (our 5th year) Outsourcing and Shared Services Poland, we provide some insight into emerging trends in the sector in Poland. The core of our effort has been to provide the most-exhaustive listing of companies in the Shared Services sector and BPO/Outsourcing sectors in Poland. Our definitions of outsourcing are deliberately broad, anvd includes the large sectors of captive Shared Service centers, BPOs providing external services, as well as R&D centers, IT and software development, and call centres. This year, we have more than 700 firms listed.

• 800+ BPO, shared services, and outsourcing centers • Top 83 universities in Poland • Profiles of center managers

Graphic Design/DTP: Sławek Parfianowicz sparfianowicz.wordpress.com

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Distribution:

Ser vices

6 February 2014

In addition to a big thanks to our research team’s efforts, led by Magda Adamczyk, I would like to thank the many city officials, PAIZ, ASPIRE and ABSL for their content contributions and listings of companies from the sector.

I would also like to emphasize our distribution. We are pleased to have distribution agreements with the sector’s key players at their major conferences: World BPO Summit in New York in July, SSON Shared Services conferences in Stockholm and Berlin, IOF in October and both ABSL and ASPIRE events. And look for us on your iPad – just go to the AppStore, type in “Outsourcing Poland” and you can download for free our full magazine.

Thom Barnhardt, editor and publisher

Cover Story

SSC/BPO sector to double employment to 200,000

OutsourcingPoland

Shared Services 2013

The numbers keep growing bigger.

Just a couple of years ago, news of a new investor in Poland’s burgeoning shared services/outsourcing sector hiring 50 employees would be a big deal. Today, new investment projects with plans to hire 500 new employees get the headlines.

Poland’s business services sector is growing up fast. And getting serious. A sleepy, behind-the-scenes sector no more. Awareness of the sector’s potential is high: among city mayors, top university officials, commercial real estate developers, recruitment firms, software vendors, office furniture firms, employee-benefits firms. The list goes on and on.

A simple sign tells the story of how hot the sector is: conferences. In addition to both of the major annual ABSL and ASPIRE conferences (both were very, very good), the SSONetwork conferences (Prague, Berlin, Stockholm) attract a substantial presence from Poland. The annual World BPO forum in New York increasingly has a stronger Polish footprint. IOF, the London-based media group, held its annual European outsourcing conference in Sopot. And the sector’s first major Awards event was held in February, attracting 250 guests, with the next “CEE Outsourcing and Shared Services Awards” gala set for 6 February in Warsaw.

Growth in the business services sector (alternatively referred to as BPO or outsourcing, and including shared service centers) has outstripped even the most optimistic forecasts. With total employment of less than 15,000 in 2004, when Poland joined the

Polish fund raises €314 million.

Targets BPO sector.

Enterprise Investors has raised €314 million for its next investment vehicle, Polish Enterprise Fund VII, and says the business process outsourcing sector will be part of the target investments.

The fund will mainly invest in Poland and will deploy €20-50 million per deal.

The fund will invest in sectors driven by the convergence of CEE domestic consumption with the rest of the EU, such as consumer products and retail, financial services and healthcare, and will also consider opportunities in the IT, industrial products and business process outsourcing sectors. n

4

European Union, the sector now employs more than 100,000 people – and recently displaced Poland’s mighty, politically-powerful coal mining industry. According to recent data from ABSL, the sector may employ more than 200,000 within a few years.

“I think the numbers can double in the next few years, especially if Poland manages to change a few key procedures which will improve our competitive position compared to western Europe” - said Jacek Levernes, president of ABSL. “When it comes to business services, we have become the number one player in Europe and number three in the world” - said Levernes, who has EMEA responsibilities at HP. “Poland is generally half the price of our western neighbors”.

Poland gains market share as the EU crisis rumbles on “The message is that the more difficult the situation is in the European and world economy, Poland as a destination for SSCs and BPOs becomes more attractive”, said Levernes.

American and European banks and financial institutions, in particular, have found a happy home in Poland, as the Polish BIFS sector (banking, insurance and financial services) is one of the leading sub-sectors within the broader SSC/BPO sector. According to Scott Newman of US-based State Street, more sophisticated and specialized services are being provided in Poland as companies move up the value-chain. Poland has become a key European location for fund accounting, securities valuation, exchangetraded derivatives and hedge fund administration. Goldman Sachs is opening an office in Warsaw, with an initial focus on IT and technology support.

Additional Key Trends that are emerging include: • Nearshoring by western European firms While the large American SSCs in Poland continue to expand, more and more SSCs – on a smaller scale – are coming from western Europe, particularly from the UK, Scandinavia and the DACH countries. With easy flight connections from all major European cities to most major Polish cities, cultural affinity, language skills and staffing costs which are often more than 50% lower than in western Europe, experts from the sector believe that this is a substantial source of growth over the next few years.

• Backshoring Scouring the globe, many global firms in the period 2009-2011 - in their quest to reduce costs - chose to outsource jobs to low-cost locations such as India. Yet those with a major European presence have found that Poland’s proximity to western Europe – geographically and culturally – provides an advantage that non-European locations cannot provide. Poland is not the lowestcost location on the globe – but it is a “costeffective” location with both competitive labor rates and highly-skilled staff capable of carrying out more complex services.

And Indian BPOs, with huge American clients, are looking at Poland as a way to retain their clients who are demanding a European presence. “Many more Indian firms are looking at setting up operations in Poland”, said J.J. Singh, founder of the Indo-Polish Chamber of Commerce, and co-organizer of a recent trade show to India to showcase the opportunities in Poland’s BPO sector.

• Cities battle for position: Tier I, II and III While Krakow remains the undisputed leader in Poland, and indeed continental Europe, the cities of Warsaw and Wroclaw can claim membership in Poland’s Tier I cities for the SSC/BPO sector. All three cities are listed on Tholons Top 100 locations rankings (numbers 10, 36, and 75, respectively). Tier II is topped by the cities of Gdansk, Katowice, Poznan and Lodz. Tier III cities include Szczecin (arguably and sometimes positioned in Tier II), the eastern Polish cities of Lublin, Bydgoszcz, Kielce, and Rzeszow, and several Silesian cities such as Opole.

These positions are dynamic and subject to change, with real estate agents saying that Gdansk is close to being a Tier I location, and Szczecin on the cusp of moving up to Tier II.

The dominant three markets in respect of headcount in the services sector are Warsaw, Kraków and Wroclaw. The seven biggest Polish agglomerations i.e.

Warsaw, Kraków, Wroclaw, Lódz, Silesia, Tri-City and Poznan have about 80% of all service centres in Poland, driven by strong universities and higher-education centres, and a reasonably wide availability of office space, albeit differences exist between particular markets.

One of the clear benefits of the battle between Polish cities is that the aware-

Cover Story

•

ish firms such as energy firm Tauron and insurer PZU and PKO bank have already started service centers, and this trend will continue to gather pace.

New projects Major expansions and new investments recently include Brown Brothers Harriman, State Street, Cisco, HEINEKEN, Euroclear, Farnell, Rolls Royce, Accenture and RWE in Krakow; H-P and Infosys in Lodz; Bayer, Metsa, and Gate Gourmet in Gdansk; MetroGroup and Genpact in Szczecin; CarlZeiss in Poznan; RedKnee, Luxoft, Qatar Airways, Catlin and Qiagen in Wroclaw; CapGemini in Opole; IBM’s multiple-locations expansion; Ruch, Webanywhere and Katowicki Holding Weglowy in Katowice; Idea Call Center in Radom; and Goldman Sachs plans for an IT center in Warsaw.

With cities coy about naming new names under negotiation, several have alluded to landing major new service centers in the coming months.

Still work to be done to improve Behind the scenes, associations like ABSL are active at the national government level to improve some regulatory issues that are hindering growth. Issues such as group VAT registrations, more flexible labor laws, and employee background checks are among the priorities targeted for reform. n

Shared Services 2013

workers from Portugal, Finland, Hungary, Italy and Serbia. So in addition to the company-controlled compensation or workenvironment, new investors are keen to locate in a city that offers a high-quality of life for its workers and top executives.

• Growth on the horizon While the growth drivers of SSCs and BPOs are well-documented, industry insiders such as PAIZ’s Rafal Szajewski, who specializes in attracting and servicing new foreign investors to the BPO/SSC sector, said that new areas are emerging, such as legal process outsourcing (LPO).

Many Polish universities offer programs to lawyers to study the legal systems of Germany, the UK or the United States, for example, and consequently many western European firms are looking at outsourcing some of their legal work to Poland.

And another growth area, domestically for Poland, are large Polish firms and government entities that are looking to reduce costs and streamline processes.

In Radom, for example, the Ministry of Finance successfully operates a services center. International firms such as Capita and Southwestern grew rapidly on the back of outsourced government contracts in the UK, and we can expect the emergence of a Polish firm that might tap into this still-young market. Large Pol-

OutsourcingPoland

•

ness world-wide of Poland as a countrydestination becomes stronger.

Poland vs. other CEE – costs still important; specialization more important Poland is the clear leader in the CEE region, head-and-shoulders above Czech Republic, Hungary, and Romania. However, several service center managers commented that Romania is increasingly on the radar screen of companies looking at setting up service centers in CEE. With its low-cost labor, EU membership, and nearly 20 million population, Romania is winning some business, particularly with European countries such as Italy, Spain and France with close language affinities.

The low-cost competition of Romania is further incentive for Poland’s service centers to move up the value-chain to offer higher value-added services.

Foreign workers moving to Poland to work in BPO centres Just 10 years ago, Poland was considered a “hardship” location, where expatriate executives received extra compensation to work here. Today, Poland is attracting a growing variety of world-class talent, drawn to the charms of cities like Krakow and Wroclaw, or the energy of Warsaw.

SSC and BPOs are offering the full range of all European languages, drawing young

5

Information Technologies

The surprising potential of Polish IT Peter Horsten

OutsourcingPoland

Shared Services 2013

Typically, when you think of IT outsourcing, you think India. However, India is not everyone’s holy grail. Many emerging countries might have better conditions. Yet Poland is a prime example of such pearls in IT. Back in 2005 I investigated the Polish IT market to assess its readiness for Western European outsourcers. Honestly, I was surprised. The level of innovation, the knowledge, the skills, rates, everything seemed perfect and exceeded my expectations.

What Poland has to offer might seem unbelievable Compared to India, Poland offers several advantages. It is in a favourable time zone, the cultural background is similar, and thanks to the EU there are common legal regulations known to all.

For different reasons people seem not to be aware that Eastern-Europe is developing almost at the speed of light. We realized it especially when talking to our potential (nonPolish) clients. They appear to have a very old fashioned image of Poland. They still think it’s a rather poor and industrial country and associate it only with its legendary figures Lech Walesa and Pope John Paul II. It’s great to see how astonished they are once they actually visit Poland. They immediately conclude that Poland is a rapidly developing and modern country with a lot to offer. They notice that Polish IT developers are at least as clever as their counterparts back home, and very often way ahead, winning international programming competitions.

Skills will make the difference We have already noticed that a more important reason, than costs, to consider Poland as an outsourcing location is the increasing skill gap. In most European countries it’s getting harder to find the right-skilled software developers. Not enough people seem to

be interested in IT-related careers compared to the demand. Ambitions drive a major part of software developers to become architects, consultants or (project) managers as soon as possible, not leaving enough craftsmen at the core levels.

This is not the case for Poland. Recently, one of our clients stated in an interview for a Dutch newsletter: “The Dutch labour market offers not enough engineers. We solve this issue by hiring Polish developers. Being extremely intelligent and proud of their job they are true professionals. In the Netherlands every educated person wants to become a manager. In other countries they want to learn a craft”.

Today this availability of skills is a unique selling point for Poland. Many good universities across Poland annually deliver well-educated engineers. However, finding the right ones is increasingly becoming a challenge. Many Western companies already found their way to the leading outsourcing cities like Krakow and Wroclaw. Salaries in these areas are rising and so are the costs of the companies’ services.

Depending on your needs and what you can offer, it might be better to look for employees or service providers in other Polish cities.

Nearshoring in Poland When you are not so experienced with outsourcing, it might be better to look for a nearby destination.. In general it is close to impossible for an outsourcer to clearly specify their needs. When you cooperate using Agile with a nearby provider it will be easier to understand each other’s needs and to correct the developers in time. Making all the difference between a failed and a successful project.

Huge corporations are probably still better off in countries like India. Due to the simple fact that India is far bigger, it’s easier to scale up the team in India than it will be in Poland. But for smaller, more innovative projects and for smaller, less seasoned organizations a so-called nearshore location will prove to be a far better option. n

Poland “ahead of China”, says Facebook CEO Mark Zuckerberg suddenly appeared in Warsaw in May on what the Facebook founder and CEO said was a spontaneous one-day holiday. But the meaning of the word “spontaneous” would need to be stretched to explain his meeting with the Polish minister for administrative affairs and digitisation, Michal Boni. Officially, Zuckerberg and Boni talked about the significance of the IT industry in Poland and the position of Polish programmers in the world market. According to Zuckerberg, Poland is Facebook’s second-most important recruiting grounds for programmers, “ahead of China although still behind India”. Boni added that the growing Polish IT market was now worth approximately €7bn annually — 2.2 percent of the country’s GDP. The two are also likely to have discussed one subject likely to be on both their minds for different reasons: the EC’s proposed reforms of Europe’s privacy rules. Boni said that privacy remained important for Poles, and working out how to create conditions that allowed businesses to successfully combine innovation with privacy would remain an issue in the years ahead. n

Peter Horsten (1969) is founder & owner of Goyello, a Polish-Dutch Agile software house, delivering working solutions. Horsten founded Goyello in 2006 together with Arie de Bruin.

Currently he is responsible for the strategic and operational leadership of Goyello’s sales, marketing, and services organization with a special focus on company’s self-developed SaaS business solutions. Horsten lives in Gdansk, with his wife and 3 sons. peter.horsten@goyello.com

For Hire ! - 250,000 IT professionals IT outsourcing is growing in importance to Central and Eastern Europe. Yet just one country in the region – Poland – saw its technology outsourcing business grow by 20% annually since 2008.

A raw comparison of the gap between supply and demand in western Europe shows that the demand for eastern European IT outsourcing will remain robust in

6

coming years. Even though employment in IT sectors of western EU rose from 2.25 million in 1995, to almost 5 million today, it’s still growing and creating demand that can’t be met by the local workforce supply. A study founded by the European Commission of Enterprise and Industry paints a picture of upcoming deficiencies of IT workforce in “old” EU countries. By

2015, the top six job markets of EU alone will need 250,000 extra employees with IT skills.

Where will they find a quarter of million skilled IT workers? Mostly in Central and Eastern Europe. The data from 2012 shows that companies from Germany, UK, Austria, Norway, Sweden and Netherlands most frequently opted to move

Information Technologies

One important reason of this outsourcing push is a huge, untapped reserve of well–educated, affordable workforce in CEE countries. While Communist governments left economies in disarray, they also created a legacy of well–developed technological universities. When faced with hardships of their job markets, young people in CEE countries chose to pursue further education more often than their peers in Western countries.

Pearson plc, an education company that compares the Global Index of Cognitive Skills and Educational Attainment in 39 developed nations, confirms the strong educational position of the CEE region. Many CEE countries show better student test scores and graduation rates than their richer Western partners. Most notably: • Poland ranks 14 (ahead of Germany and United States) • Slovakia ranks 19 (ahead of Sweden) • Czech Republic ranks 22 (ahead of Austria and Italy)

Costs Salaries are another important driving factor that helps the CEE outsourcing sector grow. According to official data, the average gross monthly salaries in CEE range from $379 (Ukraine) to $1222 (Czech Republic). By comparison, the average monthly salary in top European job markets start at $2589 (Italy) and go all the way up to $4932 (United Kingdom). It’s hard to compare specific rates in IT and software development, because they vary wildly between companies and cities. According to data gathered directly from hundreds of professionals by Payscale, a company that specializes in real wage comparisons, the median net salaries of Software Developers in CEE were comparable (and sometimes lower) than in China. Cost-wise, India is still in the lead, but due to growing living standards and increasing wages the gap is narrowing. Other savings – both tangible and intangible – frequently tip the scales in favor of CEE. The IT Outsourcing News data puts an average hourly rate of outsourced Software Developers in CEE between $19 and $40, though higher rates are not at all uncommon for companies with a large portfolio

Poland – Fun and Games Many ventures that started as one-man enterprises have emerged to become leading Polish companies, on a European or global scale.

Firms such as Asseco and Comarch are well-established in Poland and Europe with developed footprints in the United States as well.

And while outsourcing services are an important part of the healthy Polish IT sector, other sectors like gaming show the global potential. A good example is the IVONA software package – while not exactly a household name, this text– to–speech solution was used

in many popular consumer devices. Most notably, it powers the text–to–speech capabilities of Amazon’s Kindle Fire. Recently, Amazon decided to acquire IVO Software, but there are many other Polish companies with unique solutions waiting to be discovered.

Poland is also an important spot for “AAA” games development. A Wroc³awbased developer Techland (of Dead Island fame) and Warsaw-based CD Project RED (creators of Witcher, Witcher 2, and upcoming Cyberpunk 2077) lead the charge into the next generation of video games, with multiple titles announced for new gaming platforms coming from Sony and Microsoft in 2013. n

Polish Winners of Microsoft’s Imagine Cup The knowledge and experience of Polish professionals is confirmed by international programming contests. Polish engineers regularly come in first in competitions such as Imagine Cup, Code Jam or Central European Programming Contest (CEPC), which signifies that the quality of IT services in Poland is outstanding. The following advantages were assigned to Poland by the Raconteur Media in their Outsourcing Business report for 2012: loyal workforce, strong government support for outsourcing, and large investments in learning foreign languages.

Here below are recent Polish winners of the hotly-contested global competition Microsoft’s Imagine Cup. 2008 Embedded Development Competition – Third Place (Bronze) - Team Aero@PUT

Interoperability Challenge – Third Place (Bronze) – Together (Dariusz Walczak, Marcin Wrzos, Piotr Sikora, and Tomasz Nowak 2011 Game Design (Web) – First Place (Gold): Cellardoor IT Challenge – Second Place (Silver): Błażej Matuszyk Interoperability Challenge – Third Place (Bronze): DemosceneSpirit: (Lukasz Michniewicz, Szymon Majewski, Marek Majewski, and Magdalena Dudarska) 2012 Windows Phone – Second Place (Silver): The Stack Karol Stosik Windows 7 Touch Challenge – Second Place (Silver): _dreambender n

Shared Services 2013

Education

of high-profile projects and for teams of very experienced specialists.

OutsourcingPoland

their services to nearshore locations, rather than somewhere offshore. What’s also notable is the resurgence of the so–called backsourcing. A rising number of EU companies that have outsourced their processes offshore, choose to return to nearshore markets, pumping up the CEE outsourcing sector even further.

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Study conditions (10%)

Internationalisation (15%)

Uniwersytet Jagielloński

100

100

59.17

96.36

100

77.89

56.46

2

Uniwersytet Warszawski

99.92

96.90

72.46

100

91.29

73.47

72.79

3

Uniwersytet im. Adama Mickiewicza w Poznaniu

80.08

65.88

52.92

93.73

75.13

66.75

62.21

4

Politechnika Warszawska

79.00

67.93

90.07

82.50

76.63

57.05

54.07

5

Akademia Górniczo-Hutnicza im. Stanisława Staszica w Krakowie

74.40

62.38

92.50

86.39

69.82

51.94

46.90

6

Politechnika Wrocławska

73.35

58.46

100

84.56

64.70

48.97

59.88

7

Uniwersytet Wrocławski

72.31

55.48

39.50

89.88

77.39

59.05

46.27

8

Uniwersytet Medyczny im. Karola Marcinkowskiego w Poznaniu

67.49

24.79

35.16

87.34

82.21

93.53

56.17

9

Uniwersytet Mikołaja Kopernika w Toruniu

66.06

47.49

51.02

81.44

84.95

55.81

17.86

10

Szkoła Główna Handlowa w Warszawie

65.98

50.60

30.21

96.83

51.28

50.33

64.15

11

Warszawski Uniwersytet Medyczny

64.80

38.87

42.67

70.17

78.08

82.78

38.37

12

Gdański Uniwersytet Medyczny

64.69

25.87

25.29

85.17

81.31

85.93

48.66

13

Politechnika Łódzka

63.79

41.44

81.01

77.36

63.66

53.32

50.47

14

Uniwersytet Gdański

63.01

38.17

54.87

80.43

76.62

63.38

28.39

15

Akademia Leona Koźmińskiego w Warszawie

60.88

31.18

27.76

83.61

50.40

42.59

100

16

Uniwersytet Medyczny w Łodzi

60.76

30.13

33.94

84.88

76.19

86.61

18.05

17

Uniwersytet Medyczny im. Piastów Śląskich we Wrocławiu

60.57

32.14

47.54

72.38

55.55

100

48.74

18

Politechnika Śląska w Gliwicach

59.94

50.81

71.61

73.01

58.26

52.08

22.12

19

Uniwersytet Medyczny w Białymstoku

59.33

23.73

17.20

90.42

79.92

78.44

22.81

20

Uniwersytet Śląski w Katowicach

59.30

36.44

64.01

86.02

68.35

60.42

14.50

21

Uniwersytet Ekonomiczny w Poznaniu

59.10

43.65

32.83

84.69

59.57

49.56

33.73

22

Politechnika Poznańska

58.76

49.71

84.68

73.30

52.80

48.30

24.17

23

Uniwersytet Łódzki

58.74

37.11

52.05

81.48

62.07

53.70

35.58

24

Politechnika Gdańska

56.79

32.87

70.61

77.72

65.91

41.01

32.68

25

Szkoła Główna Gospodarstwa Wiejskiego w Warszawie

56.78

46.54

39.28

71.80

58.15

52.37

24.83

26

Śląski Uniwersytet Medyczny w Katowicach

56.76

17.29

15.89

81.36

88.77

69.70

22.92

27

Uniwersytet Medyczny w Lublinie

56.37

10.10

26.18

77.13

77.36

77.90

52.63

28

Katolicki Uniwersytet Lubelski Jana Pawła II

54.42

36.78

15.29

76.76

64.10

57.96

20.32

29

Uniwersytet Warmińsko-Mazurski w Olsztynie

54.24

38.91

61.62

70.55

50.93

55.21

29.60

30

Uniwersytet Marii Curie-Skłodowskiej w Lublinie

53.76

40.86

56.36

70.90

57.61

57.95

9.31

31

Pomorski Uniwersytet Medyczny w Szczecinie

51.30

6.80

30.36

70.66

89.33

49.89

32.43

32

Uniwersytet Przyrodniczy we Wrocławiu

50.34

26.11

77.82

79.18

55.50

49.73

13.04

33

Uniwersytet Przyrodniczy w Poznaniu

50.23

36.35

29.13

73.34

58.89

46.56

10.16

34

Uniwersytet Kardynała Stefana Wyszyńskiego w Warszawie

49.27

28.86

20.45

76.63

70.12

37.53

7.43

35

Wojskowa Akademia Techniczna im. Jarosława Dąbrowskiego w Warszawie

48.86

28.27

37.46

76.41

65.04

44.87

3.37

36

Uniwersytet Rolniczy im. Hugona Kołłątaja w Krakowie

48.46

29.40

33.16

74.91

62.44

41.85

8.45

37

Uniwersytet Ekonomiczny we Wrocławiu

47.91

32.43

38.35

79.31

39.82

42.60

30.41

38

Uniwersytet Papieski Jana Pawła II w Krakowie

46.59

7.50

2.36

83.91

83.48

49.42

4.99

39

Politechnika Krakowska im. Tadeusza Kościuszki

44.40

32.66

46.38

63.96

38.69

45.22

21.73

40

Uniwersytet Ekonomiczny w Krakowie

43.09

29.42

11.33

74.96

36.42

37.21

31.00

41

Zachodniopomorski Uniwersytet Technologiczny w Szczecinie

42.95

12.17

73.76

67.81

56.22

56.04

5.53

42

Uniwersytet Ekonomiczny w Katowicach

42.92

26.60

29.80

78.46

29.64

51.33

26.72

Shared Services 2013 OutsourcingPoland

8

Research Efficiency (30%)

Research Potential (15%)

1

Prestige (25%)

Name Total score

Rank

Innovativeness (5%)

Ranking of Top Polish Universities

Prestige (25%)

Innovativeness (5%)

Research Potential (15%)

Research Efficiency (30%)

Study conditions (10%)

Internationalisation (15%)

43

Polsko-Japońska Wyższa Szkoła Technik Komputerowych w Warszawie

42.26

20.25

16.34

88.49

45.62

30.68

17.32

44

Politechnika Częstochowska

42.05

20.58

39.33

64.27

56.22

38.48

10.48

45

Uniwersytet Pedagogiczny im. Komisji Edukacji Narodowej w Krakowie

40.56

17.16

24.24

59.57

59.69

39.44

13.02

46

Politechnika Opolska

39.44

18.33

51.77

68.71

39.10

40.75

17.21

47

Uniwersytet Opolski

39.25

23.70

23.46

71.12

40.70

39.06

9.69

48

Uniwersytet w Białymstoku

39.22

15.49

52.37

59.54

50.22

37.79

15.50

49

Uniwersytet Szczeciński

38.75

19.95

39.81

62.23

37.83

48.37

17.67

50

Politechnika Rzeszowska im. Ignacego Łukasiewicza

38.58

22.58

69.36

60.26

43.00

29.48

6.44

51

Politechnika Lubelska

37.63

14.39

95.16

56.58

38.09

34.54

18.87

52

Uniwersytet Rzeszowski

36.86

21.08

66.34

47.07

38.24

42.87

13.85

53

Politechnika Białostocka

36.69

21.96

51.41

57.13

33.64

37.67

16.47

54

Uniwersytet Technologiczno-Przyrodniczy im. J. i J. Śniadeckich w Bydgoszczy

36.52

15.53

57.26

65.87

36.88

43.04

7.84

55

Szkoła Wyższa Psychologii Społecznej w Warszawie

35.66

19.82

22.00

78.10

28.05

24.99

20.39

56

Politechnika Świętokrzyska w Kielcach

35.21

17.53

70.64

62.80

35.83

30.39

4.45

57

Akademia Obrony Narodowej w Warszawie

35.11

5.23

6.51

60.17

67.55

25.97

6.85

58

Uniwersytet Zielonogórski

35.01

18.83

26.46

62.16

35.81

43.63

7.70

59

Uniwersytet Jana Kochanowskiego w Kielcach

34.68

16.32

45.83

56.28

44.34

31.35

5.04

Shared Services 2013

Name

OutsourcingPoland

Rank

Total score

Ranking of Top Polish Universities

9

Name Prestige (25%)

Innovativeness (5%)

Research Potential (15%)

Research Efficiency (30%)

Study conditions (10%)

60

Uniwersytet Kazimierza Wielkiego w Bydgoszczy

34.50

20.24

34.23

56.23

36.32

36.16

9.89

61

Akademia Humanistyczna im. Aleksandra Gieysztora w Pułtusku

34.31

5.99

13.27

73.83

48.43

38.83

5.28

62

Politechnika Koszalińska

32.60

18.03

36.52

63.90

30.53

31.72

6.07

63

Akademia Wychowania Fizycznego we Wrocławiu

32.55

9.76

16.30

62.06

36.34

48.71

11.79

64

Społeczna Akademia Nauk (d. SWSPiZ)

31.92

9.13

37.13

47.15

36.97

34.99

28.26

65

Akademia Wychowania Fizycznego im. Bronisława Czecha w Krakowie

31.68

9.46

9.14

64.44

35.88

46.91

8.75

66

Akademia Wychowania Fizycznego Józefa Piłsudskiego w Warszawie

30.47

15.22

18.91

49.47

29.40

43.29

15.69

67

Akademia im. Jana Długosza w Częstochowie

30.34

18.34

23.15

56.94

25.54

42.91

4.13

68

Uniwersytet Przyrodniczo-Humanistyczny w Siedlcach

29.51

15.63

26.46

53.22

26.48

41.41

7.61

69

Akademia Pedagogiki Specjalnej im. Marii Grzegorzewskiej w Warszawie

28.91

9.77

28.46

61.13

36.56

23.62

2.56

70

Akademia Pomorska w Słupsku

28.89

15.02

27.25

50.40

23.67

50.68

5.99

71

Uniwersytet Technologiczno-Humanistyczny im. Kazimierza Pułaskiego w Radomiu (d. PR)

28.35

13.92

21.52

59.85

24.03

38.03

4.77

72

Akademia Wychowania Fizycznego im. Eugeniusza Piaseckiego w Poznaniu

27.46

4.98

4.89

57.11

30.02

44.26

14.01

73

Akademia Techniczno-Humanistyczna w Bielsku-Białej

27.03

11.80

28.30

49.86

27.20

31.10

9.85

74

Krakowska Akademia im. A. Frycza Modrzewskiego

26.82

20.23

21.50

50.64

13.75

25.66

18.54

75

Akademia Morska w Szczecinie

26.52

9.33

32.74

55.62

19.38

33.96

15.56

76

Dolnośląska Szkoła Wyższa we Wrocławiu

25.72

8.98

27.63

62.19

21.71

21.26

10.56

77

Akademia Morska w Gdyni

25.56

8.53

19.84

57.39

24.21

33.44

5.53

78

Wyższa Szkoła Policji w Szczytnie

25.43

6.63

5.17

46.27

43.95

19.26

3.44

79

Akademia Marynarki Wojennej im. Bohaterów Westerplatte w Gdyni

25.35

8.35

18.77

56.90

28.20

29.12

1.65

80

Akademia Ignatianum w Krakowie

22.91

8.27

1.26

52.52

18.60

43.55

3.79

81

Akademia Wychowania Fizycznego i Sportu im. Jędrzeja Śniadeckiego 21.96 w Gdańsku

4.66

8.68

54.29

18.84

40.32

2.96

82

Akademia Humanistyczno-Ekonomiczna w Łodzi

21.95

9.44

8.88

50.04

13.63

27.51

15.81

83

Szkoła Główna Służby Pożarniczej w Warszawie

18.13

4.23

22.37

36.81

21.51

23.90

1.78

Internationalisation (15%)

Rank

Total score

OutsourcingPoland

Shared Services 2013

Ranking of Top Polish Universities

Source: Rzeczpospolita, 2013

Currently-enrolled university student population

Region

Polska

Public Non-public Schools Schools Total

1,217,020 458,795 1,675,815

Region

Świętokrzyskie Lubuskie

Łódzkie

77,217 24,515 101,732

Wielkopolskie

Public Non-public Schools Schools Total

23,849 14,653 38,502 20,027 1,257 21,284 112,631 40,403 153,034

Mazowieckie

197,619 114,414 312,033

Zachodniopomorskie 50,875

Małopolskie

164,088 38,890 202,978

Dolnośląskie

Śląskie

114,524 44,254 158,778

Opolskie

11,595

62,470

113,257 41,832 155,089 27,989 6,633 34,622

Lubelskie

62,574 30,571 93,145

Kujawsko-Pomorskie 53,809 22,972

Podkarpackie

48,198 19,337 67,535

Pomorskie

Podlaskie

36,531 10,286 46,817

Warmińsko-Mazurskie 35,816

76,781

78,016 28,427 106,443 8,756

44,572 Source: GUS, 2012

10

Recruitment

Multiposting – Interview with Jerome Lafuite

Founded in 2008 and based in Paris, Multiposting is the European leader in e-recruitment solutions. The flagship product is the leading solution for cross-posting jobs and internships online. With annual growth of more than 100%, Multiposting now works with more than 800 clients (EADS, Accenture, Siemens, Bayer, Ernst & Young, Areva, Capgemini, Renault, Total, Adecco, Michael Page, PwC), including 50+ world’s leading companies recruiting the most.

Multiposting’s founders also launched Work4 Labs, which is based in San Francisco. In only a year, it has become a world leader in Facebook recruitment solutions and now boasts more than 17,000 clients. Today the firm has more than 80 employees working together to develop and market a range of technology solutions to meet the needs of sourcing and recruitment professionals. The Poland office, opened in 2012, is led by Jerome Lafuite.

Can you explain the concept of Multiposting?

The concept of Multiposting is very simple: it is a solution to facilitate the posting of your job / internship advertisements on the Internet. When using Multiposting recruiters create the job offer once - and can then publish it on all the relevant sourcing channels, such as Generalist job boards, Specialized job boards, Free job boards, Career sections at the Universities and Alumni circles, and “Innovative” channels, such as social networks, forums,etc.

Today we already interface with over 2000 channels in Europe. In Poland the solution is already fully operational. Our clients use it to post on 70 universities, 30 job boards and 50 innovative channels which were specifically developed for SSC / BPO companies.

It is very convenient to use since recruiters manage their account autonomously, online. They select the channels where they want to post the ads, control what the ad will look like and can modify it if necessary. They

Jerome Lafuite, Managing Director Eastern Europe of Multiposting

can also analyze a full range of statistics on their recruitment campaign performance.

In order to optimize fully the posting process, we even cooperate with traditional HR software, which HR departments usually use to create their job offers and manage the applications, so that they can benefit from the multiposting functionalities with their own software. hat made you decide to expand your W operations to Poland?

In 2012, 800 major international companies used our solutions to post over 7 millions ads in different countries. Most of them operate in Poland too. They asked us to follow them to deliver the same services they already appreciated in other countries.

Moreover, prior to managing Multiposting in Eastern Europe, I spent seven years in Poland developing a recruitment agency with a specific focus on SSC and BPO. Many are tackling unique challenges in term of recruitment since they combine both a high number of recruitments and a need for extremely rare sets of skills: foreign languages, IT programming skills… which would require a traditional dedicated direct approach methodology.

But given the number and the juniority of the positions, such approach is not sensible and too expensive. In this context, technology brings about a precious solution.

So together with Gautier Machelon, the founder of Multiposting, we decided to create the subsidiary and to develop specific functions to support the Shared Service centres and BPOs facing recruitment challenges. For all those reasons, Poland is the top priority for Multiposting.

What are the benefits for the HR departments in the SSC / BPO ?

Time saving is the first immediate addedvalue: it can take up to 30 minutes to post a job / internship offer on some job boards or university-recruitment sites. So if you have several recruitment projects or internships to manage a year and you want to reach a wide group of graduates, for instance, you need to spend a significant amount of time on a very repetitive and low value-added task. With Multiposting you just need one click.

Diversification is key: when time is no longer an obstacle, recruiters can fully explore the possibilities that Multiposting offers and widen the range of their candidate reach. They can increase the number of channels they use, liaise with more universities and/or try new job boards. The brand becomes this way more visible as well.

Innovation is necessary to find the very rare profiles. That is why we developed solutions specifically for the SSC / BPO sectors so that they can explore the most innovative channels - like forums or fan groups on Facebook - and thus interact with specific web communities where those rare candidates are often found.

Some companies recruiting in Poland are even interested in using the Multiposting network in other European countries, for example to reach graduates with a French diploma in Finance and Accounting.

Last but not least, Multiposting enables the full management of the job offer process, minimizing the risk that errors can occur when posting the ad on several portals. The recruiters can also access very precise statistics for each job offer and assess the number of applications generated by each channel.

Precious information when it comes to rationalizing the budget spent. Multiposting generates multiple cost savings. n

OutsourcingPoland

Multiposting is the leading solution for cross-posting jobs and internships online. Multiposting is a technical solution developed for companies, recruiting firms and recruitment agencies that want to optimise the management of their online job and internship postings.

Shared Services 2013

Recruitment & Innovation: a systematic and innovative solution to boost your candidate sourcing!

Jerome Lafuite started his career with the recruitment company Michael Page for which he established and developed the Polish operations as Managing Director during 7 years. He is now in the Managing Director Eastern Europe of Multiposting, a fast growing web company focusing on innovative sourcing solutions. jlafuite@multiposting-group.com

11

Offices

Office supply doubles amidst growing competition

OutsourcingPoland

Shared Services 2013

Office supply more than doubled from 218,000 sq m at year-end 2011 to 509,000 sq m at year-end 2012. Warsaw made up over 50% of the total. Large regional cities, especially Wrocław, Krakow and Poznań, attracted increasing interest from developers.

The biggest vacancy declines were noted in Katowice, with a 4.6 percentage point drop, and Krakow with a 4.4 percentage point drop, while Poznań and Wrocław had more space available (a rise of 4.1 and 3.4 percentage points, respectively). The capital also posted an increase in vacancy to 9% at the end of 2012. In most locations, headline rents remained stable, but with growing competition among developers and falling construction costs, tenants may expect more favourable lease terms, reflected in rental rates.

WARSAW Last year the city finished on a record high take-up, continuing the strong growth seen over the previous two years. A total of 540,000 sq m of office space is under construction and a further 620,000 sq m is in the pipeline for delivery by the end of 2015. The country’s forecast decline in GDP growth is likely to delay or stall some projects. However, Warsaw remains the market most resilient to economic fluctuations, which is reflected in its high absorption levels.

WARSAW – Supply Last year saw a significant increase in developers’ interest in the capital, where total modern office stock reached 3,859,000 sq m. By comparison, Berlin has 17,536,000 sq m of office space and Prague 2,882,000 sq m. In 2012, 24 schemes totalling 268,000 sq m were delivered to the market, a massive increase on previous year’s supply of just 120,000 sq m. Most of these schemes (71%) are in non-central locations. Looking at new supply by the Warsaw’s districts, the Śródmieście district accounts for the largest

12

MODERN OFFICE SPACE IN POLAND

20% 18% 16%

284,800

14% Vacancy rate

Poland’s office market picked up momentum in 2012, with leasing volume exceeding 960,000 sq m. Warsaw accounted for approximately two-thirds of the total.

281,300

12% 10%

359,800

3,859,000

468,700

8%

278,900

6% 4%

602,350

2% 0% 10

18

14

22

26

30

Rents (€/m2/month)

Warsaw

Krakow

Wrocław

Tricity

Katowice

Łódź

Poznań

SOURCE: CUSHMAN & WAKEFIELD VALUATION & ADVISORY, JANUARY 2013

share in total completions (73,000 sq m), followed by Służewiec (43,000 sq m) and Wilanów (29,500 sq m). The right bank of Warsaw comes bottom of the table with only two projects delivered, totalling 5,200 sq m.

The largest projects completed in 2012 were Skanska’s Green Corner (24,500 sq m) and phase I of Business Garden (two units totalling 22,000 sq m). Other key completions included Ghelamco’s Senator and phase II of Poleczki Business Park, each offering around 21,000 sq m.

Around 300,000 sq m remains in the development pipeline to be completed in 2013, with a smaller share of projects located in the city centre, compared to previous years.

WARSAW – Take-up Total leasing activity in 2012 reached a record level of 607,000 sq m, a rise of around 4% on the previous year. The Mokotow district of Warsaw continued to draw major occupier interest, with 241,000 sq m leased, followed by the city centre, which accounted for 171,600 sq m of take-up.

More than 56% of leases were for spaces larger than 1,000 sq m; around 30% were for spaces larger than 3,000 sq m. The proportion of pre-lets rose to 32.6% of takeup. Lease renewals and renegotiations continued to account for a substantial share of takeup (29%) and remained at a level similar to that of previous year. The largest deal in

2012 was T-Mobile’s lease of 27,000 sq m in Ghelamco’s Marynarska 12 complex, which is currently under construction. Other major deals included Asseco Poland taking a 20,400 sq m unit in Wilanów Office Park, and EU agency Frontex signing a pre-let for 14,600 sq m in Ghelamco’s Warsaw Spire, also under construction. Poczta Polska signed a pre-let for 12,600 sq m in PHN SA’s planned project on Domaniewska Street.

WARSAW – Absorption Absorption for 2012 stood at more than 161,000 sq m. This marked an increase of 25% on 2011’s level but remains below the 250,000 sq m recorded in the peak years of 2006–2008. However, it bodes well for future growth of this sector, sending a positive signal to developers planning new projects.

WARSAW – Vacancy At the end of 2012 around 347,500 sq m of office space was vacant, which equates to 9% of total stock, a rise of over 2.3 percentage points compared to the total at the end of 2011. This change is a result of a substantial amount of new space delivered to the market. The highest vacancy rate was seen on the right bank of Warsaw (16.3%) and Ursynów (14.9%). With absorption staying at its current level, vacancy in Warsaw in 2013 is likely to exceed 10%, but it is still lower than the average for European capitals of 12%.

OutsourcingPoland

Shared Services 2013

Offices WARSAW – Rents Growing supply brings headline rents in line with effective rents. This is most notable in central locations. Modern office buildings in the city centre command EUR 22–25/sq m/month, with prime space fetching EUR 26.5/sq m/month. Grade A buildings in prime locations outside the city centre command EUR 14–16.5/sq m/ month, with the exception of Ursynów, Wilanów and the right bank of Warsaw, where rents typically do not exceed EUR14/ sq m/month. Rising void rates reflect more competition and as a result landlords are forced to offer more flexible lease terms with concessions such as rent-free periods or fit-out contributions. In such a situation tenants can expect to pay effective rents several percent below the headline rent. Growing supply, falling construction costs and further margin compressions may put more downward pressure on effective rents. This will mostly affect planned developments that require a 30– 35% prelet level in order to secure funding for construction to begin.

KRAKOW Take-up in Krakow in 2012 reached more than 107,200 sq m, of which new leases accounted for 59% with pre-lets making up 24% of the total. The largest deal was State Street’s lease renewal in Centrum Biurowe Kazimierz (12,615 sq m) and Delphi Poland’s lease of 8,400 sq m of new space in phase I of Enterprise Park, developed by Avestus Real Estate. At the end of 2012, Krakow’s total stock stood at 602,350 sq m, an increase of 49,000 sq m on the figure of 12 months earlier. The rise was owing mainly to the completion of two projects: phase I of Enterprise Park (two buildings totalling 15,450 sq m) and building C in the Green Office complex (10,000 sq m). This year’s supply is not likely to exceed last year’s total. Projects under construction include Quattro Business Park III (12,200 sq m), developed by leading local developer BUMA Group; phase I of Orange Office Park (the 11,230 sq m building Amsterdam) developed by holding East-West Development Office and Bonarka 4 Business D (8,910 sq m). Headline rents stood at EUR13–15/sq m/month, with effective rents at EUR 12–13/sq m/ month. Strong occupier interest pushed vacancy rates down to 3.9%, a fall of 4.4 percentage points from the rate reported at the end of 2011.

WROCŁAW Last year 66,000 sq m of office space came on to Wrocław’s market, which is the highest total among all Poland’s regional cities.

The city’s stock stands at close to 468,700 sq m, and strong development activity

14

is expected to continue in 2013. Leasing volume increased by 25% on the previous year, reaching 90,000 sq m, owing mainly to the lease of 14,400 sq m in Green Towers to the telecommunications company.

The office part of LC Corp’s Sky Tower (14,000 sq m) is expected to complete this year. Two Skanska’s projects are also under construction: Green Towers phase II (10,700 sq m) and Green Day (14,500 sq m). This year financial entity Echo Investment plans to commence construction of West Gate (14,600 sq m). The vacancy rate in Wrocław was up by around 3.4 percentage points to 8% from the rate at the end of 2011, a result of robust supply. Steady occupier interest should keep the rate unchanged this year. Headline rents stood at EUR 13–16/sq m/month, with effective rents at EUR 11–14/sq m/month (mainly due to new projects).

TRICITY Total office stock in Tricity stands at 359,800 sq m. The key completions in 2012 were the 9,250 sq m BCB Business Park I, developed by Bałtyckie Centrum Biznesu, and Garnizon.biz – the Omega and Gamma buildings, offering 18,000 sq m in total. At the beginning of 2013 further phases of the Olivia Business Centre – Olivia Point and Olivia Tower, entered the market, providing 25,146 sq m in total. Under construction are Euro Office Park (18,100 sq m), Torus’s Alchemia phase I (16,600 sq m) and Hines’ Centrum Biurowe Neptun (15,300 sq m).

The largest leasing deal last year was Bank BPH’s prelet of 18,100 sq m in Euro Office Park. At the end of Q4 2012 34,000 sq m of office space was vacant, equating to 9.4% of the city’s total stock. More than 62,400 sq m was let and, similar to most large regional cities, new leases accounted for a significant share of all deals (85%). Headline rents remained flat at EUR 13–15/ sq m/month, with effective rents at EUR 11–13/sq m/month.

POZNAŃ Leasing volume in Poznań’s office market in 2012 reached a modest 25,900 sq m, with new leases accounting for more than 60% and pre-lets for only 1% of the total. The largest transaction was Roche’s renewal of 3,200 sq m in Malta Office Park and Jeronimo Martins’s 2,200 sq m renewal and extension in Kupiec Poznański. At the end of 2012 the city’s stock rose to 284,800 sq m, powered by the completions of the 11,600 sq m Andersia Business Centre and the 14,600 sq m Pixel building – Pixel is the first unit completed of the five comprising Klaster Grunwaldzka office park. Under construction are Skanska’s Malta House (14,700 sq

m) and Poznań developer Ataner’s Galeria MM (2,400 sq m). At the end of 2012 a building permit was granted to SwedeCenter’s Business Garden, of which construction of phase I (four buildings totalling 41,000 sq m) will start in the first quarter of this year.

Headline rents stood at EUR 14–16/sq m/ month, with effective rents EUR 12–14/sq m/month. The vacancy rate rose by more than 4.1 percentage points from the rate at end of 2011 to 14.3%.

KATOWICE At the end of 2012 Katowice’s office stock stood at 278,900 sq m. Only two office buildings were added to the market, Apiss Centre Point and GPP Business Park I, totalling 9,300 sq m. Phase I of Echo Investment’s A4 Business Park (9,000 sq m) and Rawa Office (1,500 sq m) are still under construction. Leasing volume in Katowice in 2012 reached a forecast level of 37,000 sq m, nearly unchanged from 2011’s total and boosted by a number of notable transactions such as Unilever’s pre-let of 5,400 sq m in Nowe Katowickie Centrum Biznesu, Tele-fonika’s lease of 3,200 sq m in Centrum Biurowe Francuska and Steria’s renewal of 2,800 sq m in Altus. The vacancy rate at the end of 2012 stood at 6.8%, a fall of 4.6 percentage points from the rate at the end of 2011. Steady demand kept headline rents at EUR 13–14/sq m/ month, with effective rents at EUR 11–12/ sq m/month.

ŁÓDŹ At the end of last year Łódź’s office stock stood at 281,300 sq m. Some 21,200 sq m was added to the market, of which just over 10% was let. The largest deal included Polkomtel’s lease of 2,700 sq m in Park Biznesu Teofilów and BRE Bank’s lease of 2,100 sq m in Hines’ Sterlinga Business Center for mBank’s call centre. Other leases were SouthWestern’s lease of 2,100 sq m in Green Horizon B and Rule Financial’s lease of 1,750 sq m in the Sterlinga Business Center. Transaction volume stood at 27,300 sq m. At the end of Q4 2012, the vacancy rate stood at 12%. A total of 18,500 sq m is available in University Business Park 2. The pipeline for 2013 comprises Skanska’s phase II of Green Horizon and TOYA’s MediaHUB. Despite low demand, rents were flat. Headline rents were EUR 12– 14/sq m/month, with effective rents at EUR 10–11/sq m/month.

Source: Cushman & Wakefield, 201

Global scene

operations in Poland, including Infosys. Ms. Monika Kapil Mohta, Indian Ambassador to Poland, the Polish Consul General in Mumbai Janusz Wach and representatives of Indian Chambers of Commerce - ISN Prasad and S. Chandrasekhar also attended.

The conference speakers included Romek Lubaczewski, Partner at PwC and winner of

the “Lifetime Achievement Award” at the recent Poland Outsourcing and Shared Services Awards; Vic Khan of Alexander Mann Solutions; Scott Newman of State Street; and Mayor of Łódź, Hanna Zdanowska. Companies represented included Infosys, HP, Xerox, Fujitsu, Tate & Lyle, Nordea, SouthWestern, Wipro, and WNS. n

OutsourcingPoland

Roadshow Poland, organizer of annual outsourcing conferences for several years, decided to change its strategy and held its first outsourcing conference in India in late April. The event was supported by PAIZ, ASPIRE, PWC, City of Lodz, Cushman & Wakefield, Skanska, Pro Progressio Foundation and several Indian companies which are already present with

Shared Services 2013

Roadshow to India to entice BPOs to Poland

15

Tholons Rankings

OutsourcingPoland

Shared Services 2013

Top 100 Outsourcing Destinations – The World’s Big Three Regions Three regions around the world – Southeast Asia, South America, and Eastern Europe – are top outsourcing destinations, according to Tholons’ new report, “2013 Top 100 Outsourcing Destinations.”

These areas, Tholons states, have “progressed significantly” and will “continue to have positive momentum for 2013.”

The annual ranking reflects the dynamic shifts occurring across regional outsourcing landscapes. For this year, the outsourcing landscapes of three particular regions have progressed significantly - namely Southeast Asia, South America and Eastern Europe.

Eastern Europe is slowly getting more attention from service providers, as respective cities continue to develop their IT Services landscapes.

The developments in these three regions contributed to the rise in ranking in the Tholons Top 100 List and this movement was further enhanced amidst the backdrop of economic and political volatility affecting the IT-BPO industries in other regions. For example, political and social risks continue to reverse the direction of service outsourcing in the Middle East and North Africa - washing away much of the regions’ recent gains, and cost increases in Moscow hurt the city’s ranking. Western Europe and North America struggled to steer through economic uncertainties, prompting many large providers to explore or expand operations in less volatile delivery locations.

The Big Three Tholons predicts that Southeast Asia, South America, and Eastern Europe will continue at their aggressive pace in the near term and much of the traction reflected in this year’s rankings were fruition from developmental actions taken in previous years.

The combination of human capital development programs, aggressive marketing and promotions activities, IT and related infrastructure development, as well as strong commitment of industry stakeholders were some of the developmental levers used by IT-BPO stakeholders in these regions.

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Krakow – in the big leagues Rising by one place, Krakow became the tenth city in the Top 100 List - making it the first Eastern European city to enter the Top 10 Emerged Cities. Kraków and Dublin were the only European cities in the top ten on the Tholons list – with the other eight all being from India or Philippines.

Kraków was described now as an ‘established’ location for offshore outsourcing,

“The combination of human capital development programs, aggressive marketing and promotions activities, IT and related infrastructure development, as well as strong commitment of industry stakeholders continues to drive growth in Eastern Europe”

with the rest described as emerging, aspiring, or on the radar. The overall industry ecosystem in Poland has been developing, spreading across key outsourcing destinations in the country. Warsaw (36th ) and Wroclaw (75th) also moved up on the List.

One event illustrating such improvements is IBM’s new security operations center in Wroclaw, which is the company’s 10th such center in the world. This center is expected to employ 70 IT professionals to monitor client systems.

This marginal increase has also been noticed in other Eastern European destinations, as the region embarks on collective marketing and promotions actions through the CEEOA and ABSL’s regional expansion throughout CEE. Prague climbed by three places to 17th place. Brno also increased to the 30th place this year and Sofia in Bulgaria cuts into the 50th place on the List.

Southeast Asia’s maturing ‘Outsourcing Brand’, improving macro-economic environment and expanding domestic markets continue to draw the attention of large service providers into the region, resulting in the upward movement of key Southeast Asian service delivery locations. South America had the biggest gainers (Colombia) and losers (Brazil) this year, indicating positive

traction in some countries, while lingering adverse risk conditions continue to hamper progress in others.

Industry Outlook Tholons sees more opportunities to unfold in the global services outsourcing industry - with tighter competition along the way.

Indeed, the three regions, Southeast Asia, South America and Eastern Europe, will all continue to have positive momentum for 2013. Southeast Asia will continue to hover above other regions for BPO services, with the opportunity of targeting its respective, and growing domestic markets. South America will still showcase strong stakeholder support in improving the business environment and infrastructure for IT Services.

Eastern Europe will continue to capitalize on promotional activities to encourage high value services, banking on its technically skilled labor pool.

Nevertheless, Tholons remains abreast on other possible developments in this ever-changing global industry. One has yet to see how African destinations will distinguish themselves from Middle Eastern cities as the former shows promising economic and infrastructure developments that can boost investor confidence.

The Middle East has to prove how to curb negative perceptions in order to regain its momentum from recent years. Central America has yet to realize the fruits of its marketing and promotions programs to improve the region’s traction for IT Services in the US market. South Asia is now launching more aggressive developmental initiatives among its stakeholders to better identify industry pain points and to better meet large scale industry demands.

East Asia has yet to implement strategies

In brief: n Krakow moved up one place to 10th and therefore into the Top 10 cities worldwide. n Cities in India and the Philippines are the top eight outsourcing destinations named by Tholons. Dublin and Kraków then follow. n Warsaw clocked in at 36th (+2) and Wroclaw at 75th (+3). n Four cities in China are in the top 15. n The largest movement up the rankings included 3 cities in Colombia.

Tholons Rankings to combat increasing costs, and initiatives to improve its delivery capabilities for ITO services.

the recent expansions of Indian firms to Poland confirms this.

Nearshoring and Central and Eastern Europe

“Eastern Europe will continue to capitalize on promotional activities to encourage high value services, banking on its technically skilled labor pool.”

Tholons pointed out a distinct shift towards nearshoring, which makes for higher cost locations. This choice is being made for many different reasons but surely key drivers are languages and cultural differences. This changes the focus more towards a “cost effective” strategy as opposed to just “low cost”, a factor in favor of further growth in Poland and CEE. Indeed,

Sixteen different cities in Eastern Europe made the Top 100 ranking. Tholons lists many cities across Asia and Latin America, but to find so many cities of interest to the

outsourcing community all clustered together in Eastern Europe does demonstrate that a cluster of expertise is developing. All of the CEE cities listed have the great advantage of being close to potential clients in Western Europe and being close to other great delivery centres in the CEE region. With some locations better at ITO and some better at BPO and still others as strong locations for SSCs, it’s encouraging to see so many cities all in the CEE region. With experts such as Tholons shining a brighter spotlight on Eastern Europe, the region’s cities are further encouraged to compete with each other and on a global scale. n

Country

Region

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50

India India Philippines India India India India Philippines Ireland Poland China China Costa Rica China China Vietnam Czech Republic Brazil Malaysia Sri Lanka Chile South Africa Vietnam Argentina India India Brazil Hungary India Czech Republic Singapore Russia Canada China China Poland Uruguay Brazil India Mexico U.K. Mexico Brazil Romania Ghana China Slovakia Mexico Colombia Bulgaria

South Asia South Asia Southeast Asia South Asia South Asia South Asia South Asia Southeast Asia Western Europe Eastern Europe East Asia East Asia Central America East Asia East Asia Southeast Asia Eastern Europe South America Southeast Asia South Asia South America Middle East and Africa Southeast Asia South America South Asia South Asia South America Eastern Europe South Asia Eastern Europe Southeast Asia Eastern Europe North America East Asia East Asia Eastern Europe South America South America South Asia North America Western Europe North America South America Eastern Europe Middle East and Africa East Asia Eastern Europe North America South America Eastern Europe

- Bangalore - Mumbai +1 Manila (NCR) -1 Delhi (NCR) - Chennai - Hyderabad - Pune +1 Cebu City -1 Dublin +1 Kraków -1 Shanghai - Beijing +5 San José +2 Shenzhen -1 Dalian +1 Ho Chi Minh City +3 Prague -5 São Paulo +9 Kuala Lumpur -1 Colombo +1 Santiago +4 Johannesburg -2 Hanoi -9 Buenos Aires -1 Chandigarh -1 Kolkata -4 Curitiba -1 Budapest - Coimbatore +1 Brno +4 Singapore +1 St. Petersburg -1 Toronto +2 Chengdu -1 Guangzhou (Canton) +2 Warsaw +6 Montevideo -8 Rio de Janeiro -2 Jaipur -1 Mexico City -1 Belfast -1 Monterrey -1 Brasília - Bucharest +3 Accra -1 Tianjin +3 Bratislava -1 Guadalajara +6 Bogotá +1 Sofia

Rank Up/ 2013 down City

Country

51 +1 Tallinn Estonia 52 +2 Ljubljana Slovenia 53 +7 Medellin Colombia 54 -1 Bhubaneswar India 55 +1 Kyiv Ukraine 56 -10 Moscow Russia 57 - Casablanca (Dar-el-Beida) Morocco 58 -9 Cairo Egypt 59 - San Juan Puerto Rico 60 -2 Halifax Canada 61 +1 Jakarta Indonesia 62 +3 Nizhniy Novgorod Russia 63 +1 Lima Peru 64 -3 Cork Ireland 65 -2 Glasgow City U.K. 66 - Thiruvananthapuram India 67 - Xi’an China 68 +3 Cape Town South Africa 69 -1 Ahmedabad India 70 -1 Davao City Philippines 71 +1 Córdoba Argentina 72 +2 San Antonio, Texas U.S.A. 73 +4 Penang Malaysia 74 -4 Istanbul Turkey 75 +3 Wrocław Poland 76 - Taipei Taiwan 77 -4 Alexandria Egypt 78 -3 Recife Brazil 79 +1 Birmingham, Alabama U.S.A. 80 +5 Bucaramanga Colombia 81 - St. Louis, Missouri U.S.A. 82 -3 Leeds (Yorkshire & Humber) U.K. 83 +4 Bangkok Thailand 84 +2 Santa Rosa, Laguna (or Metro Laguna) Philippines 85 -3 Valparaíso Chile 86 -3 Seoul South Korea 87 -3 Perth Australia 88 +1 Port Louis Mauritius 89 +2 Lviv Ukraine 90 -2 Asunción Paraguay 91 -1 Campinas Brazil 92 1 Novosibirsk Russia 93 -1 Iloilo City Philippines 94 - Bacolod City Philippines 95 - Managua Nicaragua 96 - Guatemala City Guatemala 97 - Nairobi Kenya 98 - Cali Colombia 99 - Baguio City Philippines 100 - Zagreb Croatia

Region Eastern Europe Eastern Europe South America South Asia Eastern Europe Eastern Europe Middle East and Africa Middle East and Africa North America North America Southeast Asia Eastern Europe South America Western Europe Western Europe South Asia East Asia Middle East and Africa South Asia Southeast Asia South America North America Southeast Asia Middle East and Africa Eastern Europe East Asia Middle East and Africa South America North America South America North America Western Europe Southeast Asia

OutsourcingPoland

Rank Up/ 2013 down City

Shared Services 2013

The 2013 Top 100 Outsourcing Destinations

Southeast Asia South America East Asia Australian Middle East and Africa Eastern Europe South America South America Eastern Europe Southeast Asia Southeast Asia Central America Central America Middle East and Africa South America Southeast Asia Eastern Europe

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BPO/SSC Companies in Poland Białystok Centrum Informatyki “ZETO” S.A. Number of employees: 200 Specific services offered: IT Management in Poland: Prezes Zarządu – Ryszard Łuszczewski, V-ce Prezes Zarządu – August Kottowicz, 85 748 32 00 INTRATEL Sp. z o.o.

Date started in Poland: 1997 Number of employees: about 30

Management in Poland: Marcin Klimowicz – Dyrektor Operacyjny m.klimowicz@intratel.pl, 601 88 99 00) Qburst Poland Sp. z o.o.

Date started in Poland: 2011 Number of employees: 26 Specific services offered: IT Management in Poland: Karol Przybyszewski SICC s.c. Marcin Zajkowski, Paweł Breś Date started in Poland: 2013 Management in Poland: Marcin Zajkowski, Paweł Breś (wspólnicy)

Manager’s Profile

OutsourcingPoland

Shared Services 2013

Michael McDonald Managing Director Brown Brothers Harriman (Poland) Sp. z.o.o.

Parent Company: Brown Brothers Harriman & Co., New York Please tell us what BBH is doing in Poland?

BBH’s Business Centre in Krakow is working alongside our global offices to deliver world class financial services to our client base of sophisticated asset managers and financial institutions. The Kraków office provides functions such as financial and investment services (including custody services, accounting, administration, transfer agency operations), client service, IT systems, and administration.

BBH, founded in 1818, is a privately held global financial services firm. BBH employs 5,000 people in 17 offices throughout North America, Europe and Asia. Currently, the firm acts as custodian for over $3.3 trillion and as the administrator for $1.2 trillion in assets (as of June 2013).

Explain why your company chose to locate in Poland, and in particular Krakow: Poland, as an EU Member State, has the ideal infrastructure to serve as a base for BBH’s international operations. We are using our office in Krakow to expand our technology, operations, and client service resources in the European time zone, and also to more closely support clients in the Middle East and Asia. Krakow provides access to welleducated, sophisticated employees with excellent foreign language skills, so it’s really a natural fit for us to locate our European Business Centre here.

BBH has made a significant investment into our new business centre in Poland and the government and local authorities have been very supportive. Our decision to locate our European business centre in Krakow was based on the competitive advantage we saw in the city - not on tax or incentive programmes encouraging investment.

What changes do you anticipate during the next 2-3 years?

BBH is delighted with the success of our newest BBH office since our opening in early 2012 and we are excited to be moving next year to our

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permanent location in Orange Office Park to support our further growth and development.

Over the next 2-3 years, BBH intends to employ approximately 400-500 people in Kraków, with potential for additional growth thereafter. We are looking for personnel in the field of financial services (including, but not limited to, accounting, custody services, transfer agency services), administration (such as HR Department staff), operations (including servicing mutual funds, risk management, project management) and IT (creating software and infrastructure maintenance).

Our business model has always been to focus on our clients, to excel in client service, and to help our clients grow their businesses globally, whilst growing alongside them. Being a privately-held company for almost 200 years, we tend to think in the long-term. Our plans in Poland call for a long-term commitment to our clients and employees here.

Do you provide external services to unrelated companies?

BBH in Poland is providing direct client services to our asset manager and financial institution client base across Europe. We will continue to service our clients from Krakow in the coming years, which was a key objective when establishing the office here.

Suggestions for other firms considering setting up operations in Poland?

BBH’s Krakow office is a wholly-owned subsidiary of our parent company Brown

Transition Technologies S.A., PSC Validation Center of Excellence Date started in Poland: 2008 Number of employees: 96 Management in Poland: Świrski Konrad – Prezes Zarządu Bielsko-Biała Avio Specific services offered: SSC Management in Poland: 33 813 40 12

Brothers Harriman & Co., and not a BPO or SSC arrangement. In terms of advice to firms considering setting up an office or subsidiary in Poland, we believe it’s important to fully understand the local market in order to be successful in your objectives and establish your brand appropriately.

For us, with the objective of establishing a permanent subsidiary of BBH, as we prepared to establish our office in Krakow we needed to educate ourselves on the local market requirements to make sure we could successfully develop an attractive employment proposition to support those seeking longer term career development.

We needed to be sure we could meet o ur objectives of employing talented individuals to help develop and support BBH as we grow in Poland. This included extensive research with local recruitment agencies, consultants and Universities, as we planned our HR infrastructure with a particular emphasis on scoping out career development and training.

What are your observations about employees’ skills and capabilities – or areas of improvement?

BBH now has over 300 staff in Krakow and is continuing to hire throughout 2013 across several business lines. Over the next two years we intend to employ 400500 people with opportunity to continue to grow thereafter. We have been very impressed with the quality of candidates and our employees in Krakow. They have a high level of education and linguistic skills.

As the market here is still evolving, finding the right level of experience can be challenging. However, we offer full training programs to all our new employees and feel that they have exceeded our expectations in terms of their ability to learn the business quickly and provide an excellent level of service to our other offices and external clients.

McDonald is an American and has worked for BBH for close to 20 years. Prior to taking on this role in Poland he was responsible for BBH office in Dublin, Ireland. He also spent several years in BBH’s Boston and New York offices as a Senior Relationship Manager, and then headed up the Global Custody and Cash Division in Boston. He says he is “enjoying the challenge of building a new BBH office in Poland from scratch, and being able to immerse myself at the same time in a new culture and exploring this beautiful country.”

BPO/SSC Companies in Poland

Cooper-Standard Automotive Polska Sp. z o.o.

Country (HQ): USA Number of employees: 60 Specific services offered: SSC Management in Poland: Wojciech Pandel, 33 828 91 01

Bank BPH S.A. – Centrum Korporacyjne Number of employees: 30 Specific services offered: F&A Management in Poland: Gaskin Richard – Prezes Zarządu Bank BPH S.A.

EnerSys Sp. z o.o.

Number of employees: 100 Specific services offered: SSC – F&A Management in Poland: 33 822 53 81

Bank Pocztowy S.A. – Centrum Operacyjne Sp. z o.o.

Date started in Poland: 2010 Number of employees: 250 Specific services offered: F&A Management in Poland: Robert Ratajczak – President of the Board

Fiat Services Polska Sp. z o.o.

Specific services offered: SSC Management in Poland: 33 813 21 00 Bydgoszcz AGNAT Sp. z o.o.

Specific services offered: Call Center Management in Poland: Gostomczyk Andrzej Szczepan Alcatel – Lucent Poland Sp. z o.o.

Country (HQ): France Date started in Poland: 2006 Number of employees: 539 Specific services offered: IT service desk, R&D Asseco Poland S.A. Date started in Poland: 2012 Number of employees: 330 Specific services offered: IT Management in Poland: Adam Góral – Prezes Zarządu Astaro Atos Origin IT Services Sp. z o.o.

Country (HQ): Holland

Bazy i Systemy Bankowe Date started in Poland: 1994 Number of employees: 60 Specific services offered: IT Management in Poland: Sławomir Zawadzki – Prezes Zarządu Bibby Financial Services Country (HQ): UK Date started in Poland: 2012 Number of employees: 10 Specific services offered: F&A Management in Poland: Tomasz Gilarowski – Członek Zarządu

Contact Center Sp. z o.o.

Country (HQ): France Date started in Poland: 1999 Number of employees: in Poland: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board CTDP Sp. z o.o. & Co. Sp. k.

Date started in Poland: Specific services offered: Call center Management in Poland: Krzysztof Sikora – Member of the Board Wojciech Sikora – Member of the Board Eniro Polska Sp. z o.o.

Country (HQ): Szwecja Number of employees: 80 Specific services offered: Call Center

Genesys Country (HQ): USA Date started in Poland: 2012 Number of employees: 30 Specific services offered: IT

Centrum Obsługi Klienta PZU Date started in Poland: 2013 Number of employees: 200 Specific services offered: Customer Service

IT Center of Excellence | Over 40.000 sqm of modern office space and additional 35.000 sqm planned

Centrum Wsparcia Biznesu Paweł Roman Specific services offered: Call Center

FPA Group Sp. z o.o.

Date started in Poland: 2010 Number of employees: 70 Specific services offered: Financial services Management in Poland: Radosław Osmólski – President of the Board

Centrum Obsługi Biznesu Number of employees: 100 Specific services offered: call center

| 80.000 students and 20.000 graduates each year in region

Centrum Przetwarzania Dokumentów – Centralny Ośrodek Rozliczeniowy Poczty Polskiej Date started in Poland: 1991 Number of employees: 160 Specific services offered: F&A

2013 1230

Employment growth in IT over the last three years 110%

IT, ICT, ITO (2590)

| Moderate cost of working and living | Good business environment and strong academic links with business sector

2590

2010

Shared Services 2013

Date started in Poland: 2008 Number of employees: 200 Specific services offered: IT service desk Management in Poland: Dariusz Baran – Country Manager

OutsourcingPoland

Centrum Finansowo – Księgowe Grupy Żywiec S.A. Number of employees: 154 Specific services offered: SSC Management in Poland: 33 826 20 00

•

Call-center (300)

•

F&A (500)

Number of employers in BPO sector in the City of Bydgoszcz

| Diversified economy | International airport

www.investin.bydgoszcz.eu

The Office of Investor Service and Enterprise Bydgoszcz City Hall 6 Mennica Street, 85-112 Bydgoszcz, Poland Tel. +48 52 58 58 823 zoi@um.bydgoszcz.pl

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BPO/SSC Companies in Poland JP Morgan Poland Limited Sp. z o.o.

Country (HQ): USA Date started in Poland: 2008 Specific services offered: Financial services Management in Poland: Waldemar Jasiński – Vice President Livingstone International (dawniej JP Morgan Chase Polska Sp. z o.o.)

Country (HQ): Canada Date started in Poland: 2008 Number of employees: 30 Specific services offered: F&A

OutsourcingPoland

Shared Services 2013

Makromedia Sp. z o.o.

Number of employees: 12 Specific services offered: Call Center Management in Poland: Wełniński Jarosław – Prezes Zarządu Mobica Country (HQ): UK Date started in Poland: 2011 Number of employees: 60 Specific services offered: IT Management in Poland: Tomasz Krawczynski – Managing Director of Polish offices Obsługa Klienta Biznesowego Paweł Cegielnik Specific services offered: Call Center Orange / TP S.A. Country (HQ): France Number of employees: 100 Specific services offered: Call Center

Manager’s Profile Marcin Tchórzewski Managing Director Arla Foods Global Financial Services Centre Sp. z o. o.

Parent Company: Arla Foods AMBA, Viby, Denmark Your company’s activities in Poland?

Established in 2008 in Gdansk, Arla focused on F&A services provided to Arla entities, currently 200 employees.

Why Poland and why Gdansk: Close proximity to Denmark & Sweden (flights to Copenhagen), labor pool and languages (including Scandinavian).

How is your business changing: We are growing quickly, at a 36% growth rate in 2012, mostly due to Arla’s M&A activities in Germany and the U.K. The center will continue to grow, with its pace dependent on Arla’s strategy.

Advice to other firms considering setting up BPO/SSC operations in Poland: It is important at start-up to get the right mix of experience (internal and external), especially at management level.

How about employee issues?: The Polish educational system is still very theoretical and companies need to have the right on-boarding, including relevant practical training. Some universities rec-

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Management in Poland: Bestry Jan (orange polska) Postdata Date started in Poland: 1995 Number of employees: 30 Specific services offered: IT Management in Poland: Paweł Dewiszek – Prezes Zarządu Sambora Aleksandra Kaźmierczak Number of employees: 8 Specific services offered: Call Center SDL Country (HQ): UK Date started in Poland: 2012 Number of employees: 190 Specific services offered: IT Management in Poland: Albi Haeussler – Prezes Zarządu Sunrise System Sp. z o.o.

Date started in Poland: 2011 Number of employees: Goal: 150 Specific services offered: IT Management in Poland: Janusz Bogaczyk – President of the Board TEL-DAT Date started in Poland: 1996 Number of employees: 200 Specific services offered: IT Telenova Polska Specific services offered: Call Center

ognize the gap and have started offering more practical education, for example, the Sopocka Szkola Wyzsza with their BPO post-graduate program.

Biggest positive and negative surprises about operating your centre in Poland: Positive: great location, enthusiastic and full of energy staff, good support from Invest in Pomerania (also post-investment).

Negative: difficult to find experienced staff (at management level) in the location where our center is based (not too many centers) and companies need to attract employees from other cities (e.g. Wroclaw, Krakow).

Specific cost savings that your firm has achieved?: Confidential - but significant savings based on labor arbitrage plus value added in improving end-to-end processes while having centralized back-office operations. n Marcin Tchórzewski is Managing Director at Arla Foods GBS in Gdansk. Previously Vice President and member of the Management Committee at State Street Services in Krakow. Marcin spent several years in the U.S. as accounting manager at Filtrona PLC and controller at Medstrat, Inc. After returning to Poland he worked for Hewlett Packard’s GBS in Wroclaw setting up the entity from the regulatory perspective, coordinating strategy for EMEA and running accounting operations. He also established and managed Transfer Agency unit at Franklin Templeton Investments in Poznan. Marcin holds a degree in Accountancy from Northern Illinois University and is a U.S. Certified Public Accountant (CPA).

Teleplan Poland Sp. z o.o.

Country (HQ): Holland Date started in Poland: 2010 Number of employees: 300 Specific services offered: IT Management in Poland: Bob Jason – General Manager Tm Service Roma Buko Specific services offered: Call Center Zespół Obsługi Klienta, Przedsiębiorstwo Informatyki ZETO Bydgoszcz S.A. Specific services offered: Call Center Management in Poland: Waldemar Kępski Prezes Zarządu, Dyrektor Cracow/Kraków 7geo Specific services offered: BPO ABB Centrum Badawczo-Rozwojowe i Centrum Faktury Specific services offered: BPO/R&D Accounting Plaza Central Europe Specific services offered: BPO/F&A ACS Xerox Specific services offered: BPO Affiliated Computer Services of Poland Specific services offered: BPO/IT/F&A/Contact Centre AFS Specific services offered: Shared Service Center Airline Accounting Center (Lufthansa) Specific services offered: SSC Akamai Specific services offered: IT Alexander Mann Solutions Date started in Poland: 2005 Number of employees: 450 Specific services offered: Recruitment, Recruitment Administration, Reporting, Customer Service Management in Poland: Vic Khan, Jolanta Gantkowska, 512 477 724, jolanta.gantkowska@alexmann.com Expansion plans: AMS Poland plans further development, to exceed 500 people in 2014.

Amer Sports Amway European Business Centre City of activity in Poland: Cracow, Zabierzów Country (HQ): USA Number of employees: 200 Specific services offered: SSC Management in Poland: Przemyslaw Siuda Antenna Volantis Sytems Specific services offered: IT Aon Hewitt Specific services offered: BPO Apriso Specific services offered: BPO/IT AVEREAST GROUP Specific services offered: IT AZSoft S.A, Contact Center Specific services offered: BPO/Contact Centre Bayer Country (HQ): Germany Number of employees: 15 Specific services offered: R&D BNP Paribas Country (HQ): F&A

BPO/SSC Companies in Poland

Capgemini, Business Process Outsourcing Country (HQ): France Date started in Poland: 2003 Number of employees: 2800 Specific services offered: Finanse, księgowość i usługi dla sektora finansowego, Obsługa klienta i marketing, Zarządzanie dostawami, Zarządzanie zasobami ludzkimi, Usługi prawne Management in Poland: Marek Grodziński, 12 634 79 73, marek.grodzinski@capgemini.com Expansion plans:

Comarch Number of employees: 1000 Specific services offered: IT

Capita Country (HQ): UK Specific services offered: Pension Fund Acounting Capnor Poland Specific services offered:

BPO/Engineering Services

CBB Call Center Specific services offered: BPO/Contact Centre CCA – Contact Center AZSoft Specific services offered: BPO CGI Information Systems and Management Consultants Specific services offered: BPO/IT CH2M HILL Specific services offered: BPO/R&D Chatham Financial Specific services offered: BPO/Business Analytics CISCO Country (HQ): USA Specific services offered: IT

Communication Factory Country (HQ): USA Number of employees: 100 Specific services offered: Call Center Contact Center Sp. z o.o.

Country (HQ): France Date started in Poland: 1999 Number of employees: In Poland: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board Deloitte BPO Date started in Poland: 2008 Number of employees: 13 Specific services offered: Bookkeeping, accounting, payroll and HR administration Management in Poland: Piotr Żarski – Partner, Tomasz Konik -Partner of offices in Katowice and Cracow, Tomasz Walczak – Partner in Poznań Office Delphi Centrum Techniczne (TCK) Specific services offered: BPO/R&D Delphi SSC Specific services offered: SSC Delta Vista Poland Specific services offered: SSC/R&D Digitland Specific services offered: BPO/IT

DreamLab Onet.pl Specific services offered: SSC/R&D Ecolab Specific services offered: SSC EDF Specific services offered: F&A/HRO/CP/ITO/Engineerig Electrolux Centrum Księgowo-Finansowe Country (HQ): Holland Specific services offered: BPO/F&A Element14 Specific services offered: SSC Management in Poland: Elaine Barnes Elettric 80 Specific services offered: BPO/R&D EPAM Systems Specific services offered: BPO Management in Poland: Dawid Ostręga Ericpol Telecom Specific services offered: BPO/IT Management in Poland: Paweł Szczerkowski ESET Specific services offered: BPO/R&D Euroclear Number of employees: 500+ planned Specific services offered: SSC Management in Poland: Frederic Dirickx Euroscript Poland Specific services offered: BPO Exult Country (HQ): India Specific services offered: IT/F&A

Shared Services 2013

Clifford Thames Number of employees: 500 Specific services offered: BPO/Business Analytics

OutsourcingPoland

Brown Brothers Harriman Specific services offered: SSC Management in Poland: Michael McDonald

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BPO/SSC Companies in Poland FQS Poland (Fujitsu) Specific services offered: BPO/R&D

Flying Fish Specific services offered: BPO/IT

Genpact Specific services offered: BPO

Herbalife Specific services offered: SSC Management in Poland: Jacek Paczek

FMC Technologies Number of employees: 150 Specific services offered: R&D engineering

Google Operations Centre Specific services offered: SSC/R&D

Hewitt Associates Specific services offered: BPO/HR

HCL Poland Specific services offered: BPO/IT/F&A

Hitachi Data Systems Specific services offered: SSC/F&A

Heineken Specific services offered: F&A/HR/ITO

HSBC Service Delivery (Polska) Sp. z o.o.

City of activity in Poland: Cracow, Zabierzów

Fortis Bank Country (HQ): USA Number of employees: 50 Specific services offered: Clearing Center

Manager’s Profile

OutsourcingPoland

Shared Services 2013

Agata Mazurek-Bąk Dalkia Services Sp. z o.o.

Parent Company: Dalkia Polska S.A. What is Dalkia Services doing in Poland?

Dalkia Services is the Shared Services Centre for Dalkia Group in Poland – the largest operator of heating networks in the country, present in 40 cities, managing over 3000 km of heating network, 4782 MW of thermal power and 803 MW of electric power. Dalkia, a world leader in energy services, is a subsidiary of Veolia Environnement and EDF. 220 SSC employees provide support functions to 30 clients in the area of F&A (AP, AR, GL, Reporting, Tax compliance and advisory), invoicing, internal control, IT, Payroll&HR, Risk Management& Insurance.

Why the decision to set-up operations in Poland – specifically Poznan?

For Dalkia, creation of the SSC in 2006 was much more than just a savings oriented action.

We considered it a transformation project.

Giving new life chance for Dalkia employees was an important decision factor for site location. We chose Poznan and Lódź to benefit from Dalkia resources available in these cities.

Starting with classical “lift & shift” approach, we then enriched our teams with new recruits from the market, implemented an ERP system for the whole group and specialized our sites by process.

How is your business changing?

At the beginning, the SSC was basically just a provider of some specific services. With time, we became a partner for Dalkia’s business in Poland. Over last few years, we have taken part in various projects and task force teams, challenging the organization, searching for efficiency generating projects and implementing them.

We also went up the value chain, offering more expertise functions such as risk management or tax and financial advisory. By developing our competence and service scope, we not only gave new opportunities to our people but also generated important savings (as less professional services need to be bought ex-

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Management in Poland: John Lyons

Farnell Element 14 Specific services offered: SSC

ternally). All that contributes to the group’s development and its competitive advantage on the market.

Do you provide external services to unrelated companies?

Recently we enlarged our client portfolio, especially in the area of tax.

Our competence in this domain begins to be appreciated by other Veolia subsidiaries in Poland. We are also working on an international IT project, but for the moment we haven’t offered any services to unrelated parties.

Specific advice to other firms considering setting up operations in Poland: Poland is a country of motivated people. Let me explain it …

When I was in primary school, Russian was the only foreign language on the syllabus and an obligatory element of it. So, learning one foreign language other than Russian was at that time considered to be a door to the so-called “the western world”. And western meant modern, attractive, colorful. We were ready to work very hard to be a part of it. And we still are. Even though today we can buy the same range of products as people in Germany or UK, average life standard is still lower in Poland.

We want to change it, so people are eager to learn and not afraid of work. So – you can be sure you will find the right people here to start your business. Many of them will be willing to work for you also abroad, but not too many will easily change the city within Poland if you ask them to.

Once you have chosen the location, don’t hesitate to cooperate with local authorities and universities. Many Polish cities consider SSC/ BPO/ ITO sector as their strategic area of development and should be willing to contribute to your success, especially if you become a part of their success story.

Tell us about your employee relations: In 2006, Dalkia Services gave jobs to 20 people in Poznan. Today Dalkia Services employs 220 professionals, about half of them working in Poznan and half in Łódź. We have been building this team step by step, integrating new clients and processes. And we believe, that still many challenges are in front of us.

Polish people are not only happy to learn, but also very skilled to speak foreign languages (as our own language is quite rich phonetically).

This can be a great advantage.

What they do often miss is the capability to synthetize and present their ideas in a structured way. It is somehow related to shortcomings of the Polish educational system.

Biggest positive and negative surprises about operating in Poland: For a foreign manager (which is not my case) it be may be surprising that here in Poland, there are no real bottle-neck issues in terms of working time – Polish employees wouldn’t all like to work 9 to 5 or all go for lunch at 1 pm. Not all will go for holidays in August (many would appreciate a leave in September when resorts are not so full and not that expensive).

On the other hand, to cope with all the Polish labor law requirements – that may be a challenge.

Specific cost savings that your firm has achieved: Only comparing our current performance with the one we recorded in 2008 (already working on ERP), we are proud to say that it grew by approximately 40%. I also need to say that we were able to integrate a complete set of the group’s standard IT applications in Dalkia Warszawa (the owner of the largest heating network in European Union) in half a year, reducing its initial budget for an ERP implementation by more than 50%. The proficiency of our IT team was a key success factor in this project.

Born in 1977, Mazurek started her career in a French audit company, climbing its organizational structure. Five years later, she left the audit work to join Dalkia Group as a country financial controller. Sometime later, she was “given the chance to start one of the greatest adventures of my career – the mission to set up a SSC and then to lead it. I still do it, and still do it with pleasure.”

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SMARTSOURCING: Leveraging Collaboration and Innovation

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BPO/SSC Companies in Poland

Shared Services 2013

Date started in Poland: 2010 Number of employees: 1 000 FTE+/Specific services offered: Banking (Payments, Global Banking and Markets, Credit Services, Trade Services), IT, Finance, HR Management in Poland: Kevin Kent, 12 399 30 30, kevin.d.kent@hsbc.com; Magdalena Konopek, 12 399 37 60, magdalena.konopek@hsbc.com Expansion plans: GSC Europe is a complex and diverse Service Delivery Centre providing high end services to 25 countries in 13 different languages. We employ about 1100 people with 60% of our delivery in professional services. Our employees possess superior language skills which enabled us to add US/UK remediation work and French voice processes to our service portfolio.

OutsourcingPoland

Oracle Specific services offered: ITO Perkin Elmer Specific services offered: SSC Philip Morris International Service Center Europe Specific services offered: BPO/F&A

HTS-Comarch Specific services offered: BPO/IT

Pliva Cracow Country (HQ): Croatia Number of employees: 100 Specific services offered: R&D

IBM BTO Specific services offered: BPO

PNO Consultants Specific services offered: BPO/Business Analytics

IBM Poland Laboratorium Oprogramowania IBM & IBM BTO Business Consulting Services Date started in Poland: 1996 Specific services offered: Finance & Accounting Services, Management in Poland: Marcin Orłowicz, 661 304 951, marcin.orlowicz@pl.ibm.com

PwC Specific services offered: SSC

IBM SWG Lab Specific services offered: ITO IFS Country (HQ): Sweden Number of employees: 50 Specific services offered: ERP/IT Iloop Mobile Specific services offered: BPO/call center Intelenet European Services Country (HQ): India Specific services offered: BPO/Business Analytics International Paper Poland Specific services offered: SSC/F&A/IT/Contact Centre Johnson & Johnson Specific services offered: SSC Kenexa Specific services offered: BPO Lastminute Specific services offered: BPO Lufthansa Airline Accounting Center Specific services offered: BPO/F&A Lumesse Specific services offered: ITO Lurgi Poland Specific services offered: Engineering Services Luxoft Country (HQ): Rosja Date started in Poland: 2010 Number of employees: 160 Specific services offered: IT Management in Poland: Przemyslaw Berendt, 12 445 88 00, pberendt@luxoft.com; Wojciech Mach, 12 445 88 00, wmach@luxoft.com Metrosoft Poland Specific services offered: BPO/IT Modis Specific services offered: BPO Motorola GSC Specific services offered: SSC/R&D/F&A Management in Poland: Andreas Cioska Nokia Simens Specific services offered: Hardware and Software Development

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Ocado Specific services offered: ITO Management in Poland: Anne Marie Neatham

Quorum International Specific services offered: SSC/R&D Rolls Royce Marine Specific services offered: SSC/R&D RR Donnelley Europe Specific services offered: SSC/F&A RWE Number of employees: 500 + planned Specific services offered: SSC Sabre Holdings Europejskie Centrum Oprogramowania Specific services offered: BPO/R&D Sabre SSC Specific services offered: SSC Selvita Specific services offered: BPO/R&D Serco Specific services offered: BPO Shell Shared Service Centre Poland Specific services offered: SSC/F&A/Contact Centre Management in Poland: Piotr Dziwok Sii Date started in Poland: 2011 Number of employees: 90 Specific services offered: IT Management in Poland: Ryszard Pytko, 12 390 61 70, informacja-krakow@pl.sii.eu Expansion plans: Oddział Sii w Krakowie rozwija się bardzo dynamicznie. Planuje zatrudnić w przyszłym roku około 60 osób. Główne potrzeby kompetencyjne to: programiści Java, programiści C embedded, testerzy aplikacji oraz inne specjalności. Oddział w Krakowie skupia swoją działalność głównie na firmach z sektora bankowego, energetyki, inżynierii, przemysłu motoryzacyjnego i branży turystycznej / lotniczej – współpracę z tymi klientami będzie rozwijał oraz zdobywał nowych.

Software Mind Specific services offered: BPO/IT State Street Services (Poland) Limited Sp. z o.o.

Date started in Poland: 2007 Number of employees: 1570 Specific services offered: Finance (Fund Accounting) Management in Poland: Scott Newman, Simon Baylis Expansion plans: First office set up in Poland in 2007, currently employs more than 1500 people.

TechTeam Global Specific services offered: BPO Teleinvention Specific services offered: BPO

Tesco Poland Specific services offered: SSC/F&A UBS Poland Service Centre Country (HQ): Switzerland Date started in Poland: 2008 Number of employees: 300 Specific services offered: Finance, Legal, Compliance, Risk, IT Development and Corporate Shared Services Management in Poland: Monika Gawinecka UPM Kymmene Specific services offered: SSC/IT Vesuvius (Cookson) Specific services offered: SSC Wyse Technology Specific services offered: R&D Dąbrowa Górnicza Alba Number of employees: 50 Specific services offered: Finance, Accounting SSC ArcelorMittal Shared Service Center Europe Date started in Poland: 2008 Number of employees: 300 Specific services offered: Finance, Payroll, Tax Management in Poland: Edwin Bennaars, 668 662 129, Edwin.

Bennaars@arcelormittal.com; Lukasz Skorupa, 662 037 968, Lukasz.Skorupa@arcelormittal.com Expansion plans: SSCE will stepwise extend its activities and services, moving from non-core transactional work (accounting) into master data, reporting and controlling/analytics tasks, while also extending to other areas like procurement, logistics or plant maintenance. SSCE forecast the growth of around 100 positions per year.

DHL Logistic Number of employees: More than 200 Specific services offered: Logistic Outsourcing Wipro Number of employees: 140 Specific services offered: Finance, Accounting Outsourcing Management in Poland: Ramesh Phillips – Member of the Board Gdańsk Acxiom Country (HQ): USA Date started in Poland: 2007 Number of employees: 120 Specific services offered: IT Arla Foods Country (HQ): Denmark Date started in Poland: 2008 Number of employees: 120 Specific services offered: Finance and accounting Arla Global Financial Service Centre Sp. z.o.o.

Country (HQ): Denmark Date started in Poland: 2008 Number of employees: 125 Specific services offered: Finance, corporate shared services Management in Poland: Marcin Tchórzewski Expansion plans: Asseco Number of employees: 1000 Specific services offered: IT Bank BPH/GE Capital Country (HQ): USA / Poland Date started in Poland: 1997 Number of employees: 2900 Specific services offered: Finance Bayer w Polsce Service Center Gdańsk Country (HQ): Germany

BPO/SSC Companies in Poland Date started in Poland: 2012 Number of employees: 70 (250) Specific services offered: F&A Management in Poland: Remigiusz Wojciechowski, Head of Service Center Call Center 24 Date started in Poland: 2012 Number of employees: 20 Specific services offered: CC Compuware Country (HQ): United States Date started in Poland: 1998

Number of employees: 180 Specific services offered: IT Contact Center Sp. z o.o.

Country (HQ): France Date started in Poland: 1999 Number of employees: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board Dom Finansowy QS Country (HQ): France

Shared Services 2013 OutsourcingPoland

26

Elaine Barnes Head of Commercial Centres and Quoting Europe Element 14 Parent Company: Premier Farnell

Explain why you set up operations in Krakow.

Farnell element14 began building the team in Krakow during March 2012 and has built a highly skilled, 120-strong, multi-cultural team representing different European nationalities. The centre is located in Krakow due to the city’s reputation for high quality education, the availability of language skills and ability to attract residents from all over Europe. The team has been through an intensive training program and is now able to fully support the needs of Farnell element14’s European customers.

We considered some 30 different European locations before choosing Krakow, thanks to its impressively diverse, multicultural and multi-lingual community, which offered a rich pool of high potential talent for us to recruit from. The famous Polish work ethic and strong customer service culture was also a great fit with our own. Poland’s status as a thriving economy that has

Energa Date started in Poland: 2011 Number of employees: 330 Specific services offered: F&A / HR / Procurement Fineos Country (HQ): Ireland Date started in Poland: 2009 Number of employees: 30 Specific services offered: IT First Data Global Services Ltd Country (HQ): USA Date started in Poland: 2007 Number of employees: 150+ Specific services offered: Finance, SCM, IT, PM, HR Management in Poland:

Manager’s Profile

What is Element 14 doing in Poland?

Element 14 Krakow is providing best-in-class outbound telesales and telemarketing in 21 European languages to Farnell element14’s new and existing customers across the continent. The centre is part of a strategic investment representing Farnell element14’s commitment to delivering a superior multichannel service that is aligned to the needs of its customers. The centre works closely with the field sales, customer service support, e-commerce and marketing teams in Farnell element14’s network of offices across Europe.

Premier Farnell plc (listed on the London Stock Exchange), is a global leader in high service distribution of technology products and solutions for electronic system design, maintenance and repair.

Date started in Poland: 2012 Number of employees: 30 Specific services offered: CC

Flugger Country (HQ): Denmark Date started in Poland: 2012 Number of employees: 20 (100) Specific services offered: F&A / IT / HR / Procurement GateGourmet Date started in Poland: 2013

escaped the deep recession affecting most other parts of Europe has also been a factor in helping us successfully entice experts from other countries to relocate to Krakow.

How will your business develop over the next few years in Poland?

We’ve been on the market for just about a year now and are still experiencing constant change and transformation. As for the near future we focus on mastering our employees’ skills and on expanding capabilities. We are committed to work as a centre of excellence, brilliantly serving our customers.

What are your experiences with employees?

With over 120 employees, speaking 21 languages we care for customers in 24 countries. The number remains constant since we just opened the centre last year.

Biggest surprises setting up?

Positive experience: motivated, positive, talented, highly skilled people. Negative surprise: bureaucracy, labor regulations.

Elaine Barnes is a specialist in the industries of electronics distribution and retail. Areas of expertise include sales, transformation of a sales environment, organisational planning and development, with many years experience in start-up business locations, change and change management, coaching as a culture and best practice for contact centres.

Since joining Farnell element14 in 2009 Barnes has worked with contact centre transformation on 3 continents, the most recent being the development of a green field site for business development (sales) in Krakow. Currently commercial centre head for Europe and VP Global Contact Centre Effectiveness.

General Electric Country (HQ): USA Date started in Poland: 1992 Number of employees: 40 Specific services offered: R&D Geoban Country (HQ): Spain Date started in Poland: 2007 Number of employees: 500 Specific services offered: BPO/F&A Goyello Country (HQ): Netherlands Date started in Poland: 2006 Number of employees: 60 Specific services offered: IT Gratka Technologie Date started in Poland: 2009 Number of employees: 200 Specific services offered: IT Hempel Country (HQ): Denmark Date started in Poland: 2010 Number of employees: 50 Specific services offered: F&A / IT HK Finance&Accounting Date started in Poland: 2005 Number of employees: 50 Specific services offered: Finance and accounting Humax Country (HQ): South Korea Date started in Poland: 2005 Number of employees: 10 Specific services offered: R&D IBM Country (HQ): USA Date started in Poland: 2009 Number of employees: 100 Specific services offered: Consulting, application services, IT Implix Date started in Poland: 2007 Number of employees: 180 Specific services offered: IT Intel Technology Poland Country (HQ): USA Date started in Poland: 1998 Number of employees: 1000

BPO/SSC Companies in Poland

Kainos Country (HQ): Ireland Date started in Poland: 2008 Number of employees: 90 Specific services offered: IT Lufthansa Systems Country (HQ): Germany Date started in Poland: 1998 Number of employees: 350 Specific services offered: IT Marine Technology Centre Co. Date started in Poland: 1971 Number of employees: 100 Specific services offered: R&D Masterlease (Futura Leasing, Prime Car Management) Country (HQ): UK Date started in Poland: 2006 Number of employees: 180 Specific services offered: Finance Meritum Bank Date started in Poland: 2008 Number of employees: 760 Specific services offered: Finance Metsa Group Country (HQ): Finland Date started in Poland: 2012 Number of employees: 115 Specific services offered: F&A

PBP ENAMOR Date started in Poland: 1989 Number of employees: 20 Specific services offered: R&D Playsoft Country (HQ): France Date started in Poland: 2006 Number of employees: 78 Specific services offered: Mobile games, mobile applications Management in Poland: Pierre Olivier Monteil, 519 300 462, pierreolivier.monteil@playsoft.fr

Ncomputing Country (HQ): USA Date started in Poland: 2009 Number of employees: 50 Specific services offered: IT Nearshoring Solutions Date started in Poland: 2012 Number of employees: 60 Specific services offered: IT

PZU Date started in Poland: 2010 Number of employees: 70 Specific services offered: F&A

Nordea Bank Poland Country (HQ): Scandinavia Date started in Poland: 1991 Number of employees: 570 Specific services offered: F&A/IT

Sigarden Date started in Poland: 2008 Number of employees: 20 Specific services offered: R&D SII Country (HQ): France Date started in Poland: 2008 Number of employees: 400 Specific services offered: IT Management in Poland: Michael Desmurs, 58 32 17 800, informacja-gdansk@pl.sii.eu Expansion plans:

Nordic Services Country (HQ): Norway Date started in Poland: 2012 Number of employees: 30 Specific services offered: F&A / IT OIE Support Country (HQ): USA Date started in Poland: 2012 Number of employees: 130 Specific services offered: CC OKE Poland City of activity in Poland: GdaGdańsknsk Country (HQ): Netherlands Date started in Poland: 1996 Number of employees: 70 Specific services offered: IT

Solwit Date started in Poland: 2012 Number of employees: 30 Specific services offered: IT Sony Pictures Global Business Services sp. z o. o.

Country (HQ): Los Angeles, USA Date started in Poland: 2009 Number of employees: Over 100 Specific services offered: SSC – Finance

ŁÓDŹ

Shared Services 2013

Jeppesen by Boeing Country (HQ): USA Date started in Poland: 1998 Number of employees: 200 Specific services offered: IT

Nation-E Country (HQ): Israel Date started in Poland: 2012 Number of employees: 15 Specific services offered: R&D

OutsourcingPoland

Specific services offered: IT

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horizontal logotype

ABSL STRATEGIC PARTNERS 2013 vertical logotype

CONFERENCE ORGANIZER

27 Pantone 186U Pantone Cool Gray 11C

BPO/SSC Companies in Poland Management in Poland: Michal Gryglewski – Managing Director, michal_gryglewski@spe.sony.com; Jarek Zboralski – HR Director, jarek_zboralski@spe.sony. com Stefanini Country (HQ): Denmark Date started in Poland: 2012 Number of employees: 30 Specific services offered: IT

Synopsys Country (HQ): USA Date started in Poland: 2001 Number of employees: 100 Specific services offered: IT

Transcom Country (HQ): Sweden Date started in Poland: 2007 Number of employees: 800 Specific services offered: Contact center

TIM Call Center Date started in Poland: 2012 Number of employees: 100 Specific services offered: CC

UTC Fire& Security Country (HQ): USA Date started in Poland: 2002 Number of employees: 77

Manager’s Profile

services. The scope of our operations is very wide and therefore, we can support businesses of various profiles.

OutsourcingPoland

Shared Services 2013

Agnieszka Orłowska Managing Director HP Global Business Center (Global e-Business Operations Sp. z o.o.)

Parent Company: Hewlett-Packard Specifically, what is H-P doing in Poland?

The Global Business Center is part of the American company Hewlett-Packard. The Centre operates in Poland since 2005 and today occupies one of the leading positions in the global structure of the company. HP GBC specializes in delivering innovative business services (SSC and BPO) in finance and accounting, HR, sales and marketing, data processing and provision of information and supply chain management. The company provides its services to HP corporation and customers in Europe, Middle East and Africa as well as globally, and employs several thousand people in its centers in Wroclaw and Lodz. HP GBC is one of the founder members of ABSL. Explain the logic behind HP’s decision to set up in Poland and why Wroclaw was the location of choice.

Poland is a mature market on the global map of business services. Poland’s competitive advantage is based on broad access to educated workers who speak foreign languages​​, well-developed infrastructure, lower operating costs than in Western Europe, political and economic stability of the country and a friendly investment climate. The first HP Global Business Center was localized eight years ago in Wroclaw, which for a long time has been among the first three BPO cities in Poland. The reason for it lies in the fact that it guarantees well-qualified and educated people, being the 3rd largest academic center in the country, and great support from local authorities, which confirms the high position of Wroclaw in international rankings of the best locations for business investment. Moreover, we took into consideration its position on the map, the communication infrastructure, and facilities of the infrastructure. Then after detailed analysis, we decided to open the second center in the aspiring and actively striving for investments Lodz.

How is the business changing for HP GBC? The whole business services sector BPO/SSC is the fastest growing industry and has devel-

28

Advice to other firms considering setting up in Poland?

Before a company decides to operate in Poland it should conduct a detailed analysis of the market in relation to its needs. But it should take into consideration several features: Infrastructure; access to human resources; qualification of employees; location on the map; education level; rental office space in relation to prices; and the willingness of local governments to help new investors.

oped rapidly during the last 2-3 years. The industry has grown rapidly and already Poland is seen as one of the most important locations for business service centers in the world competing with giants like India, South East Asia and Western Europe. For our company, the biggest success during this period was the opening of the new center in Lodz. The decision to launch the new unit was a consequence of the dynamic development of HP’s outsourcing services for business and confirmation of a very strong position in Poland, as a strategic location for HP Services in EMEA - Europe, Middle East and Africa.

Moreover, the number of employees has grown and we gained many new experts in different fields. We also developed the scope of our activities and currently are able to deliver even more complex business services to our clients.

Do you provide external services to unrelated companies?

At the beginning of our operations of HP GBC in Poland we provided business services globally to different HP departments. As the business and the demand for such services has grown we also started to deliver services to many international companies. Therefore, we decided to open in Lodz another Business Process Outsourcing center that provides advanced outsourcing solutions, that includes among others a broad range of transactional services in the areas of finance and accounting as well as human resources and payroll. The portfolio of our clients is still expanding and includes companies representing business from different

And HP GBC’s employees?

Currently we employ several thousand people in our centers in Poland. As we are consequently developing our business and expanding the scope of processes supported by our company the number continuously grows. During the last 2-3 years we noticed that more and more young people have become interested in working in the BPO/SSC sector. The awareness in this field has grown but we still put a lot of efforts to informing young people about the possibilities that our company can provide them. In future there will be more faculties and majors at universities, which will prepare students better for work in this sector. We noticed for example that during the recruitment process, many young people have problems with knowledge of an Excel spreadsheet, as well as a very well-developed analytical skills.

However, their strong point is the knowledge of foreign languages​​, communication, creativity, flexible approach to tasks and the ability to work in a team.

And what has surprised you?

The ability to grow our business in more advanced functions.

Specific cost savings for HP GBC? Due to confidential agreements we cannot disclose the numbers or any detailed data.

Agnieszka Orlowska has been Managing Director of the HP Global Business Center since January 1st, 2012. She is responsible for the development, supervision and coordination of strategic projects. She has 17 years of experience in the implementation of projects in different areas including HR, marketing, sales, finance and accounting. She has been working at Hewlett-Packard since 2007 and has a Green Belt Six Sigma quality management certificate.

BPO/SSC Companies in Poland

Speednet Date started in Poland: 2000 Number of employees: 100 Specific services offered: IT

Wipro BPO Country (HQ): India Date started in Poland: 2012 Number of employees: 30 Specific services offered: IT

Star Reefers Poland LTD Country (HQ): UK Date started in Poland: 2011 Number of employees: 30 Specific services offered: Logistics

Young Digital Planet Country (HQ): Finland Date started in Poland: 1990 Number of employees: 500 Specific services offered: IT, R&D

Stefanini Country (HQ): Latin America Date started in Poland: 2012 Number of employees: 30 Specific services offered: ICT

Zensar Technologies Country (HQ): India Date started in Poland: 2007 Number of employees: 40 Specific services offered: IT

Telemobile Electronics Date started in Poland: 2006 Number of employees: 14 Specific services offered: IT

Gdynia A&A Biotechnology Date started in Poland: 1993 Number of employees: 6 Specific services offered: R&D ADVA Optical Networking Country (HQ): Germany Date started in Poland: 2003 Number of employees: 210 Specific services offered: R&D

Thomson Reuters Country (HQ): United States Date started in Poland: 2005 Number of employees: 1000 Specific services offered: Centre of Exellence WNS Global Services Country (HQ): India Date started in Poland: 2012 Number of employees: 54 Specific services offered: F&A Gliwice

Asseco Poland SA Date started in Poland: 1991 Specific services offered: ICT

General Motors Number of employees: 0-100 Specific services offered: SSC

BEST Date started in Poland: 1994 Number of employees: App. 450 (in Gdynia and Elbląg) Specific services offered: Outsourcing of dept collection

Goyello Number of employees: 0-100 Specific services offered: BPO/ITO

Det Norske Veritas Country (HQ): Norway Date started in Poland: 2010 Number of employees: 200 Specific services offered: R&D Geoban S.A. Spółka Akcyjna Oddział w Polsce Country (HQ): Spain Date started in Poland: 2008 Number of employees: 650 Specific services offered: Banking operations management Management in Poland: Radosław Krasowski Misys Country (HQ): UK Date started in Poland: 2012 Number of employees: 120 Specific services offered: ICT Nordea Bank Poland Country (HQ): Sweden Date started in Poland: 1991 Number of employees: 570 Specific services offered: Operation Centre PPG Coating Poland LTD Reuters Europe SA Date started in Poland: 2011 Number of employees: 40 Specific services offered: Customer Service Sony Pictures Global Business Services Sp. z o.o.

Country (HQ): United States/Japan Date started in Poland: 2009 Number of employees: 166 Specific services offered: Finance, SAP support, Payroll

Ista Shared Services Date started in Poland: 2006 Number of employees: 620 Specific services offered: Shared Service Centre Pregis Date started in Poland: 2008 Number of employees: More than 100 Specific services offered: Finance, Accounting SSC Tenneco Number of employees: 0-100 Specific services offered: R&D Katowice 4EverNET Date started in Poland: 2002 Number of employees: 48 Specific services offered: CC/IT Management in Poland: Sebastian Matysiak – Prezes Zarządu Archidoc Date started in Poland: 2008 Number of employees: about 260 Specific services offered: BPO/Document Management Management in Poland: Konrad Rochalski – President, Bartosz Terlecki – Vice President of the Board Arinso People Services Sp. z o.o.

Country (HQ): UK Date started in Poland: 2006 Number of employees: 86 Specific services offered: HR and SSC Management in Poland: Tomasz Gadaj, info.pl@ngahr.com, 32 736 71 00 Arteria/Gallup City of activity in Poland: Ruda Śląska

Number of employees: 300-500 Specific services offered: BPO/ITO Management in Poland: Wojciech Glapa, Prezes Zarządu, 22 212 89 10 Asseco Poland S.A. Date started in Poland: 2007 Number of employees: 350 Specific services offered: IT Services Management in Poland: Adam Góra – President Asseco Systems Date started in Poland: 1994 Number of employees: about 44 Specific services offered: R&D Barona Country (HQ): Finland Date started in Poland: 2012 Number of employees: 30 Specific services offered: ITO Management in Poland: Ilkka-Cristian Niemi – Business Development Manager Bombardier Date started in Poland: 2000 Number of employees: 100 Specific services offered: R&D Management in Poland: Janusz Kucmin – Chief Country Representative, 22 596 51 20 Capgemini, Infrastructure Services Country (HQ): France Date started in Poland: 2006 Number of employees: 1800 Specific services offered: Service desk, Usługi Wsparcia i Transformacji Infrastruktury IT, IT Project Management, Zarządzanie procesami ITIL, Hosting Management in Poland: Daniel Habrat, Daniel.habrat@ capgemini.com; Marcin Nowak, marcin.a.nowak@ capgemini.com Expansion plans: Combined with centres in Katowice, Krakow and Opole, will increase employment by 400 people.

Centrum Likwidacji Szkód Masowych Generali Country (HQ): Italy Date started in Poland: 2010 Number of employees: 100 Specific services offered: Customer support Comarch Date started in Poland: 2007 Number of employees: 170 Specific services offered: BPO/ ITO, Outsourcing IT services, IT solutions and help, software & hardware support Management in Poland: Janusz Filipiak – President of the Board Contact Center Sp. z o.o.

Date started in Poland: 1999 Number of employees: In Poland: 5915, in Katowice 529 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board

Shared Services 2013

Willis Country (HQ): UK Date started in Poland: 2010 Number of employees: App. 10 currently Specific services offered: F&A

Management in Poland: Michal Gryglewski, 608 457 600, michal_gryglewski@spe.sony.com

OutsourcingPoland

Specific services offered: R&D

CYCLAD Date started in Poland: 2007 Number of employees: 55 Specific services offered: IT/BPO/ITO Deloitte BPO Country (HQ): Poland/UK Date started in Poland: 2008 Number of employees: 13 Specific services offered: Bookkeeping, accounting, payroll and HR administration DisplayLink Country (HQ): USA Date started in Poland: 2008 Number of employees: 20 Specific services offered: ICT outsourcing/R&D Management in Poland: Mariusz Tomaka – Prezes Zarządu, 32 721 84 00

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Outsourcing and Shared Service Centers in Poland Bydgoszcz

Szczecin arvato Bertelsmann BL Stream Coloplast Shared Services Contact Center Gamelion GaveKal Genpact Metro Services PL Mobica Nordic Consulting & Development Company Object Connect Sonion Stream Global Services Tieto Poland TietoEnator Unicredit Business Partner Unizeto

AGNAT Alcatel - Lucent Poland Asseco Poland Astaro Atos Origin IT Services Bank BPH- Centrum Korporacyjne Bank Pocztowy Bazy i Systemy Bankowe Bibby Financial Services Centrum Obsługi Biznesu Centrum Obsługi Klienta PZU CPD – COR Poczty Polskiej Centrum Wsparcia Biznesu Paweł Roman Contact Center CTDP Eniro Polska FPA Group

Toruń

Gdynia

Allegro IT Center Cemtel Contact Center CTDP Cyfrowy Polsat Itella Information Manpower Polska Randstad Polska Telbridge Telmon

Genesys JP Morgan Poland Livingstone Int’l Makromedia Mobica Obsługa Klienta Biznesowego Paweł Cegielnik Orange / TP Postdata Sambora Aleksandra Kaźmierczak SDL Sunrise System TEL-DAT Telenova Polska Teleplan Poland Tm Service Roma Buko Zespół Obsługi Klienta, ZETO Bydgoszcz

A&A Biotechnology ADVA Optical Networking Asseco Poland BEST Det Norske Veritas Geoban Misys Nordea Bank Poland PPG Coating Poland

Lębork

Calling Poland Orange Sonion

Shared Services 2013 OutsourcingPoland

Szczecin

Dalkia Services DHL Express Dimar Ericpol Telecom Fujitsu Technology Solution GE Power Controls Hewlett-Packard Indesit Infosys BPO Poland INTERsoft LSI MacoLab Mbank&Mulitbank Mellon Mobica Nordea Nordea Operation Center Philips Polkomtel

ACN Atos Becton Dickinson BL Stream BNY Mellon Capgemini, Software Solutions Center Casus Finance Catlin Center of Excellence Credit Suisse Central Europe BPO Credit Safe Creditsafe Diehl Controls Dolby Enabledware Ernst&Young Espotel Fagor Mastercook Geoban getsix Global e-Business Operations (HP) Google Hicron IBM Global Services Delivery Centre Poland Impel Infusion Irevna JP Weber KPIT Cummins Kruk

Luxoft McKinsey&Company Minetronics Mphasis Nokia Siemens Networks Opera Software PNC (PFPC) PPG QAD Qatar Airways Qiagen Randstad Payroll Solutions REC Global Redknee Remy International Research & Engineering Center Rinf Ruukki Santander Consumer Bank Siemens AG Sii SMT Techland Tequila Mobile Tieto Poland UPS Viessmann Volvo Wabco Whirlpool Wipro

Contact Center Eaton Automotive Witax

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Elbląg Pruszcz Gd. Olsztyn

Kętr

Bydgoszcz

Piła

Poznań Zielona Góra

PTC Randstad Payroll Solutions Rule Financial SAP Sii SouthWestern BPS Poland T-Mobile Tate&Lyle Teleca TELMON TomTom TP Transition Technologies Unicredito Virtual Viewing Voice Warta Insurance Group

Wrocław

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Mława Toruń

ABD

ABB Accenture ACS Solutions Poland/Xerox AMG.lab Atos Origin Bank Pekao BNP Paribas Fujitsu Services Bosch&Siemens BSH BSS - Business Support Solution Cardif Services CERI International Citi Handlowy CitiFinancial Clariant Comarch Contact Center CWS-boco Polska Cybercom Poland

Gdynia Sopot Gdańsk

Tczew

Zielona Góra

Łódź

30

Lębork

Phillips Microsoft Open Text IT Competence Center Q-Partners Randstad Payroll Solutions Roche IT Service Centre Rule Financial Samsung Electronics R&D Center Savvis Sii IT outsourcing Starter Starter Truck Services Talex Telcordia Technologies (part of Ericsson) Unilever W.R.Grace Wikia ZETO

GlaxoSmithKline Global IT Centre Grace Grant Thornton Frąckowiak Grupa BCC External Services Hedge Pole Holicon Holiday Check IKEA Shared Services Itella Information itelligence Jeronimo Martins Polska Kennametal Center Service Kleffmann Lorenz Snack-World Services Magellan Software Poland MAN Accounting Center McKinsey&Company Support Services Center Mentor Graphics

Flugger GateGourmet General Electric Geoban Goyello Gratka Technologie Hempel HK Finance&Accounting Humax IBM Implix Intel Technology Poland Jeppesen by Boeing Kainos Lufthansa Systems

Pruszcz Gdański Humax Tczew

Mierzyno

Piła

arvato services Poland (Bertelsmann) Bridgestone EBS European Business Services Business Consulting Center Carl Zeiss Carlsberg Accounting Service Center Ciber Connectis Contact Center Dalkia Services Deloitte BPO Detica BAE Systems DFDS Seaways Duni European Financial Centre EXIDE Technologies SSC External Services Franklin Templeton Investments Center

Atena Blue Media Goyello

Mierzyno

arvato services (branch of Bertelsmann Media)

Poznań

Gdańsk Acxiom Arla Foods Arla Global Financial Service Centre.

Asseco Bank BPH/GE Capital Bayer w Polsce Service Center Gdańsk Call Center 24 Compuware Contact Center Dom Finansowy QS Energa Fineos First Data Global Services

Sopot

TIM Outsourcing

Konin

Reuters Europe Sony Pictures Global Business Services Speednet Star Reefers Poland Stefanini Telemobile Electronics Thomson Reuters WNS Global Services

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WARSAW Łódź

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Tarnowskie Góry Sitel

Katowice Bytom

Sosnowiec

Kraków Rzeszów Myślenice Krosno

Contact Center Liberty

Gliwice General Motors Goyello Ista Shared Services Pregis Tenneco

Radom

Częstochowa

Gliw Call Center Inter Galactica Capgemini, Infrastructure Services Future Processing Opta data PZU S.A./PZU Życie R.N.G.

Grójec

Rawa Mazowiecka

Wrocław

Opole

Ciechanów

Bielsko-Biała

Katowice 4EverNET Archidoc Arinso People Services Arteria/Gallup Asseco Poland Asseco Systems Barona Bombardier Capgemini, Infrastructure Services Centrum Likwidacji Szkód Masowych Generali Comarch Contact Center CYCLAD Deloitte BPO DisplayLink ENIRO Poland

Ericsson GSDC Ernst&Young Eton Park Capital Management/Ruch Grant Thornton International Grupa Żywiec HireRight Poland ING Services Poland Ista Shared Services IT4Q Katowicki Holding Węglowy Kroll Ontrack Maksimum Mentor Graphics Neubloc Northgate Arinso Poland OEX/Archidoc

Oracle Orange Poczta Polska Proximetry Poland PwC SDC Rockwell Automation Ruch Steria Tauron (Vattenfall) Tele-Fonika Kable Unilever UPC Warta [Alarm Centre Warta] Webanywhere Wipro

Częstoc

TRW Automotive

Dąbrowa

Alba ArcelorMittal Share DHL Logistic Wipro

Bielsko-Biała Avio CF-K Grupy Żywiec Cooper-Standard Automotive Polska EnerSys Fiat Services Polska

Sos

Contact

Tychy Orange

Outsourcing and Shared Service Centers in Poland

Technologie

nce&Accounting

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by Boeing

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Marine Technology Centre Co. Masterlease (Futura Leasing, Prime Car Management) Meritum Bank Metsa Group Nation-E Ncomputing Nearshoring Solutions Nordea Bank Poland Nordic Services OIE Support OKE Poland PBP ENAMOR Playsoft PZU

Sigarden SII Solwit Sony Pictures Global Business Services Stefanini Synopsys TIM Call Center Transcom UTC Fire& Security Willis Wipro BPO Young Digital Planet Zensar Technologies

Elbląg

Olsztyn

Alstom Best S. A. Contact Center Info Power Opegieka

Centrum Rozliczeniowe Banku CITI Handlowego Transcom Worldwide Poland France Telecomm

Kętrzyn Philips Mława LG Electronix

Ciechanów Contact Center

Kętrzyn

ów Białystok

Rawa Mazowiecka Contact Center

órnicza

Comarch CompuGroup Medical CRH Żagiel e-court eLeader

Asseco Business Solutions Britenet BZ WBK Centrum Obsługi Klienta Detalicznego PKO BP

Rzeszów Carlson Wagonlit Travel Centrum Usług Finansowych ACP Pharma Centrum Zastosowań Informatycznych Contact Center

RW Automotive

Sosnowiec Contact Center

Tychy

Orange Costumer Service Orange Polska Accounting Operations Centre PCM PKO Faktoring

Proama Sollers Consulting Syntea Business Solutions Warta 24 Plus Zeto

Pratt&Whitney Sanofi Aventis Soft System Systemy Informatyczne Set(h) ZETO-Rzeszów

Albit ALBIT Altar BC&O Polska Biomedic INFO Biurex Call Center Inter Galactica CenterIT CSK ZETO ComplexComputers

Contact Center F.U.H Older (call centre Play) Impel Business Solutions Infonetax Infover Kolporter Info Kophard Software MaN Complex Mansourcing

Medicover MJ Sysems Magdalena Michalska NOM (Niezależny Operator Międzystrefowy) Pctum PKB info Podatki i rachunkowość Rusek PI Prokomp

PT-I “Zubix” PT-I Sotronik PUI “Mario-Soft” Sanek Simple Outsourcing Smartway Telbridge Teledirect UCMS Group

Kraków

ąbrowa Górnicza

a elorMittal Shared Service Center Europe L Logistic pro

Pilkington Automotive ContactPoint Cross Jeans Hamilton Sundstrand ICN Polfa Rzeszów K&K SELECT Orange Costumer Service

Emperia Info Genpact Infinite Kredyt Bank MikroBIT

Kielce

Sandomierz

Częstochowa

range

Lublin

Sandomierz

nice osno

Randstad Payroll Solutions RBS Renault Roche Rodan Systems Roedl Outsourcing RR Donnelley Document Solutions S&T Services Poland Sage Sales Service Samsung Electronics Poland SAS Institute Schneider Electric Sellpoint SERCOM SOLUTIONS Signity Sii Simple Sitel Skyline Investment Softlab Trade Softomasz Softtutor Consulting SR Poland StatConsulting Supremis Sygnity Symantec Synergy Polska Tchibo Technicolor Teleperformance Polska Tieto Poland TIM Outsourcing Piotr Kałużny TMF Polska TNT Express Transcom Transition Technologies Update CRM Wapro Warsaw Software Group Webtel Wipro Poland Xerox Yellow Media Group

CPD Ministerstwa Finansów Energetyczne Centrum Europe Calling Idea Call Center Intermedia Consulting M.Gajewski. J.Borek Iron Mountain – CPD Multimedia Interactive SMG/KRC – Call Centre Telbridge Radom TELECENTRUM

Lublin

eszów

M2 Net Macrologic MAD System D.Dziewanowski, M.Grzybowski Mago Management Data Systems Matrix.pl MC Stone Consulting McKinsey & Company Poland MCX Systems Mellon MGG Microsoft MKJ Mobica NextiraOne Polska Océ Poland Octagonet Omnikom Opera Software Oracle Poland OSG Records Management Outsource Center Poland Outsourcing Experts P.B.A. Doradztwo Personalne Jarosz Bąkiewicz P4 PlayMobile Partner Holding Management PayrollCenter PBS Polska Pharmaceutical Research Associates PLL LOT Process Solutions Procter&Gamble Prodemio Regus Business Center Warszawa Progress Software Prokom Software PROTOSS Provident Poland PTC PTK Centertel / Orange PwC Polska PZU Centrum Operacji Qumak-Sekom R & S LIMIT

Centrum Informatyki “ZETO” INTRATEL Qburst Poland SICC Transition Technologies

Radom

Faurecia

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Guest-Tek Healthcare Consultants Poland Heuthes Hewitt Associates Hewlett-Packard Hogart Hudson Humax IBM IDS Scheer Polska IFS IMPAQ Independent Group Inforsys Innovatika Integral Technologies Intelace Research Marcin Mazurek intelligence Intentia Inter Partner Assistance InterGest Poland Intergraph Europe IQFM IT Business Centre IT Business Consulting Group IT Commerce IT ECS Itella Information IWNiSE Instytut Wdrożeń Norm i Standardów Europejskich Javart Jones Lang LaSalle Group Services Kancelaria Podatkowa Beata Kuszewska i Wspólnicy Kid Kloepfel Consulting Koncept 4U Konslanet Holding Korycka, Budziak & Audytorzy Krajowa Izba Gospodarcza Elektroniki i Telekomunikacji Lawson Software Liberty Mutual Linea Directa Communications Lionbridge Logitel

Białystok Grójec

Radom

City Group Commercial Union Call center Communication Service Comp Computer Associates Compuware Comtica Contact Center ContactPoint Contract Administration CTM Teleperformance dcs.pl Deloitte Deloitte Audyt DHL Express Diehl Controls Dimar Direct Communication Dynamic Generation Ericsson Esselte Euro-in i Partnerzy Euronet Worldwide Europejski Fundusz Przedsiębiorczości Eurotronic Ever Grupa Evercom Exact Software Poland Exorigo Extor Fingroup Polska First Data (PolCard) FK SERWIS FPA Group GBI Spółka GDF IT Consulting Gemius General Electric GlaxoSmithKline Goldman Sachs Grant Thornton FPA Outsourcing Groupe Laser Grupa Marketingowa TAI Grupa MGI Akcept Audyt Gtech (Lottomatica)

OutsourcingPoland

rmet Electric

3MC Poland Warsaw 7N ABG ABN Amro Accenture Acxiom ADDICO J.Górska i E.Szumlak Adecco Poland ADP Poland Aegon Akademia Rozwoju Systemów Sieciowych Alcatel-Lucent Polska Antal International ARPI & Partners Arteria arvato services (branch of Bertelsmann Media) Asseco Business Solutions Asseco Poland Region Rzeszów AstraZeneca Pharma Poland Atemis Athenasoft ATT 2000 Autodesk Avon Axel Springer Baker Tilly Poland BanCom Batex Biuro Rachunkowe Betacom Billennium BLOOMING Technologies Bonair BOŚ Britenet BSH BST EURO-CENTRUM Business Consulting Solutions C-Land Capgemini Polska Carrywater Group Centrum Gospodarczego Doradztwa Strategicznego Citibank Europe PLC Poland Branch

Shared Services 2013

Warsaw

Krosno Contact Center

Myślenice Cooper-Standard

7geo ABB CBR & CF Accounting Plaza Central Europe ACS Xerox Affiliated Computer Services of Poland AFS Airline Accounting Center (Lufthansa) Akamai Alexander Mann Solutions Amer Sports Amway European Business Centre Antenna Volantis Sytems Aon Hewitt Apriso AVEREAST GROUP AZSoft Bayer BNP Paribas Brown Brothers Harriman Capgemini, Business Process Outsourcing Capita Capnor Poland

CBB Call Center CCA - Contact Center AZSoft CGI Information Systems and Management Consultants CH2M HILL Chatham Financial CISCO Clifford Thames Comarch Communication Factory Contact Center Deloitte BPO Delphi Centrum Techniczne Delphi SSC Delta Vista Poland Digitland DreamLab Onet.pl Ecolab EDF Electrolux CK-F Element14 Elettric 80 EPAM Systems

Ericpol Telecom ESET Euroclear Euroscript Poland Exult Farnell Element 14 Flying Fish FMC Technologies Fortis Bank FQS Poland (Fujitsu) Genpact Google Operations Centre HCL Poland Heineken Herbalife Hewitt Associates Hitachi Data Systems HSBC Service Delivery (Polska) HTS-Comarch IBM BTO IBM Poland & IBM BTO Business Consulting Services IBM SWG Lab

IFS Iloop Mobile Intelenet European Services International Paper Poland Johnson & Johnson Kenexa Lastminute Lufthansa Airline Accounting Center Lumesse Lurgi Poland Luxoft Metrosoft Poland Modis Motorola GSC Nokia Simens Ocado Oracle Perkin Elmer Philip Morris Int’l Service Center Europe Pliva Cracow PNO Consultants PwC

Quorum International Rolls Royce Marine RR Donnelley Europe RWE Sabre Holdings ECO Sabre SSC Selvita Serco Shell Shared Service Centre Poland Sii Software Mind State Street Services TechTeam Global Teleinvention Tesco Poland UBS Poland Service Centre UPM Kymmene Vesuvius (Cookson) Wyse Technology

31

BPO/SSC Companies in Poland ENIRO Poland Country (HQ): Sweden Date started in Poland: 2001 Number of employees: 100 Specific services offered: BPO/Call Centre Management in Poland: Bożena Chmietarczyk – CEO, 22 289 20 00 Ericsson GSDC Country (HQ): Sweden Date started in Poland: 2009 Number of employees: 100 Specific services offered: BPO/ITO Ernst&Young Country (HQ): UK Date started in Poland: 1992 Number of employees: 57 Specific services offered: BPO services relating to the keeping of books of account and payroll records, using the

latest technology and employing processes of the highest world quality Management in Poland: Duleep Aluwihare – Prezes Zarządu Ernst & Young Poland Eton Park Capital Management/Ruch Number of employees: 200-300 Specific services offered: SSC Grant Thornton International Country (HQ): UK Date started in Poland: 2007 Number of employees: 240 Specific services offered: BPO, audit, accountancy outsourcing, tax advisory services and business advice Management in Poland: Tomasz Wróblewski – Managing Partner, 61 625 11 33 Grupa Żywiec City of activity in Poland: Żywiec Country (HQ): The Netherlands

OutsourcingPoland

Shared Services 2013

Manager’s Profile

Why did your company set up operations in Poland, and in particular in Łódź: Concerning Poland, it is a mature marketplace with an established political, commercial and legal framework. The Polish Government is making significant investments in both infrastructure and education and are encouraging investment in Poland through subsidies.

Specifically to the choice of Łódź, there is an excellent quality of workforce in Łódź, with competitive salary levels, and our staff have multilingual backgrounds and are keen to work in the IT support industry. It’s also easily accessible to and from many destinations.

How has your business changed in Poland over the last few years? And what do your foresee in the next 2-3 years?

Within last 4 years the largest changes are

32

HireRight Poland Sp. z o.o.

Country (HQ): USA Date started in Poland: 2004 Number of employees: 190 Specific services offered: HR/Consulting ING Services Poland Country (HQ): The Netherlands Date started in Poland: 2003 Number of employees: 400 Specific services offered: SSC/IT Management in Poland: Magdalena Nowicka – Prezes Zarządu Ista Shared Services Country (HQ): Germany Date started in Poland: 1997

that your city of choice has a large number of local universities in order to access highly skilled and well educated people.

Dave Deane Head of Fujitsu Global Delivery Centre in Łódź Fujitsu Technology Services Sp. z o.o.

Parent Company: Fujitsu (Tokyo) What is Fujitsu doing in Poland?

Fujitsu Global Delivery Centre in Łódź opened in March 2009 and serves as a key hub in Fujitsu’ s Global Delivery Framework with current headcount of 550+ people.

We are operating primarily as a Service Desk supporting Fujitsu’s European and Global Clients in the Financial Services, Retail, Transport, Manufacturing, Public Sector and several other sectors who have a need for highly-skilled, informed and empowered IT Specialists. We are offering our clients access to excellent European multi-lingual skills at a competitive cost base for an outsourced Service Desk together with a unique Sense and Respond® (Lean) approach to delivering continuous improvement and innovation.

This all forms part of the DNA of Fujitsu`s organization.

Date started in Poland: 2011 Number of employees: 260 Specific services offered: CC

Employee Issues: Within 2 – 3 years we have increased the number of people by over 400 and we are planning do to the same within the next 2 years. We have found technical skills to fit our needs – we also believe that, in the future, we shouldn’t struggle to find more IT talent within Poland. In regards to languages – although it is quite easy to find English and German speakers, recruitment of other languages might be a challenge when the schedule is tight.

that we have grown from zero employees to more than 550, and from first line support to second and third line. In the beginning, we supported one customer – now we support 22 across multiple geographies – (with many customers in our pipeline). The plan for the next two / three years is quite simple: to grow from 550+ employees to 1000+.

Do you provide external services to unrelated companies?

In essence no: the services provided by Fujitsu are to a well-established global customer base.

Any “pearls of wisdom” for other firms considering setting up BPO/SSC operations in Poland?

If you are coming from overseas, make sure you understand the Polish market and, particularly, the legal framework (especially, the labour code). If you do not have these skills in-house, buy them in to avoid any problems early on.

Choose a city that has a good track record of helping inward investors: check with existing companies operating in your chosen city – do the homework. And ensure

Biggest positive and negative surprises about setting operations: One of the biggest positives is the ongoing cooperation with local authorities in Łódź, especially the Investor Office and the UM£.

Secondly, high quality and availability of office space at a reasonable price. Biggest negative surprise relates to some aspects of the labour code: for sure, there seems to be a willingness to change but this is not happening at lightning speed.

Specific cost savings that your firm has achieved: As Fujitsu in Łódź is servicing customers from across the globe, it is difficult to be more specific than using percentages: typically, there is a cost saving of between 20% - 40%.

Deane’s career with Fujitsu spans over 15 years with the first 10 of those years being spent in the UK building a strong grounding in Fujitsu’s service offerings: covering all aspects of the customer life cycle from initial engagement through to service delivery. Five years ago, Deane was asked to help set up the Global Delivery Centre in Łódź (on a 3 month assignment) and is here 5 years later still building and expanding the firm’s capabilities. “An amazingly, hard-working and enjoyable move to Poland.”

BPO/SSC Companies in Poland

Katowicki Holding Węglowy Date started in Poland: 2012 Number of employees: 368 Specific services offered: IT, HR, F&A, payroll process, office&archive, property management, transport management Management in Poland: Roman Łój – Prezes Zarządu KHW Kroll Ontrack Country (HQ): USA Date started in Poland: 2005 Number of employees: 88 Specific services offered: SSC, IT Customer Service, (data recovery; computer forensics service and software,etc.)

Management in Poland: Marek Suczyk – Managing Director Maksimum Date started in Poland: 2007/2008 Number of employees: 240 Specific services offered: Customer support Mentor Graphics Country (HQ): USA Date started in Poland: 2004 Number of employees: 220 Specific services offered: R&D, Finance Neubloc Country (HQ): USA Date started in Poland: 2010 Number of employees: 50 Specific services offered: R&D Software Development Management in Poland: Paweł Konon Northgate Arinso Poland Country (HQ): UK Date started in Poland: 2003 Number of employees: 98 Specific services offered: HR (payroll process outsourcing) Management in Poland: 32 736 71 00 OEX/Archidoc City of activity in Poland: Katowice, Chorzów Specific services offered: BPO/ITO Management in Poland: Konrad Rochalski – Prezes Zarządu Katowice: 32 355 68 40, Chorzów: 32 721 99 01 Oracle Country (HQ): USA Date started in Poland: 2012 Number of employees: 58 Specific services offered: IT – technical support Orange S.A. Country (HQ): France Date started in Poland: n/a Number of employees: n/a Specific services offered: CC Poczta Polska Number of employees: 0-100 Specific services offered: SSC Proximetry Poland Sp. z o.o Country (HQ): USA Date started in Poland: 2006 Number of employees: 52 Specific services offered: R&D Management in Poland: Mirosław Ossysek – President, 32 258 06 82 PwC SDC Country (HQ): Joint Venture: UK, Germany, CEE (Central Eastern Europe) Date started in Poland: 2009 Number of employees: 505

Rockwell Automation Country (HQ): USA Date started in Poland: 2006 Number of employees: 240 Specific services offered: F&A/HR/Customer Care Center/R&D Management in Poland: Sławomir Szpak – General Director Rockwell Automation in Poland, 32 720 80 00 Ruch S.A. Date started in Poland: 2012 Number of employees: 240 Specific services offered: F&A, payroll, business support invoices Steria Country (HQ): France Date started in Poland: 2007 Number of employees: 409 Specific services offered: BPO/IT outsourcing/CC/service desk/monitoring Management in Poland: Karine Brunet – CEO Steria Poland, Bruno Boquet-Dierctor GSC, 32 354 94 01 Tauron (Vattenfall) Country (HQ): n/a Date started in Poland: n/a Number of employees: 160 Specific services offered: SSC Management in Poland: Andrzej Balsamski Tele-Fonika Kable Date started in Poland: 2012 Number of employees: 200 Specific services offered: Customer support – Sales Management in Poland: Barbara J. Lundberg – Prezes Zarządu Unilever Number of employees: 92 Specific services offered: SSC, Logistics service Management in Poland: Matthias John – Unilever Ultralogistik Unilever Country (HQ): UK/The Netherlands Date started in Poland: 2008 Number of employees: 92 Specific services offered: Logistics service Unilever Country (HQ): UK/The Netherlands Date started in Poland: 2012 Number of employees: 30 Specific services offered: F&A UPC Country (HQ): USA Date started in Poland: 2008 Number of employees: 100 Specific services offered: CC Management in Poland: Simon Boyd Warta [Alarm Centre Warta] Number of employees: 50 Specific services offered: Call centre Webanywhere Country (HQ): UK Date started in Poland: 2012 Number of employees: 52 Specific services offered: IT/R&D Management in Poland: 32 630 41 37 Wipro Country (HQ): India Date started in Poland: n/a Number of employees: n/a Specific services offered: F&A

Kielce Albit Date started in Poland: 1991 Number of employees: 13 Specific services offered: IT outsourcing ALBIT Usługi Informatyczne Date started in Poland: 1991 Number of employees: 13 Specific services offered: IT Management in Poland: 41 368 02 44 Altar Sp. z o.o.

Date started in Poland: 1990 Number of employees: 71 Specific services offered: IT outsourcing Management in Poland: Dariusz Borek – President, Marek Wesołowski – Member of board, Krzysztof Palacz – Member of board BC&O Polska Spółka z ograniczoną odpowiedzialnością S.K.A. Date started in Poland: 2001 Number of employees: 65 Specific services offered: Outsourcing of broadly defined administrative services Management in Poland: Mirosław Sroka – Prezes Zarządu, 41 367 80 03 Biomedic INFO Sp. z o.o.

Date started in Poland: 2002 Number of employees: 10 Specific services offered: IT outsourcing Biurex Date started in Poland: 1991 Number of employees: 40 Specific services offered: Financial and accounting, HR and payroll services Call Center Inter Galactica Sp. z o.o.

Date started in Poland: 2002 Number of employees: 500÷1000 Specific services offered: Outsourcing of sales force and call center services Management in Poland: Pavlo Polishchuk – Project Manager, Call Center Inter Galactica Sp. z o.o.; ul. Szewska 6/7, 50-053 Wroclaw, 71 722 72 00, fax. 71 722 72 99, mobile 514 222 201, pavlo.polishchuk@ccig.pl www. ccig.pl CenterIT Sp. z o.o.

Date started in Poland: 2007 Number of employees: 5 Specific services offered: IT Management in Poland: 41 346 24 40 Centrum Systemów Komputerowych ZETO SA Date started in Poland: 2002 Number of employees: 70 Specific services offered: IT Management in Poland: 41 36 42 200

Shared Services 2013

IT4Q Date started in Poland: 2008 Number of employees: 15 Specific services offered: BPO/ITO Management in Poland: Wojciech Marciniak – Member of the Board, 32 700 78 00

Specific services offered: F&A Management in Poland: Olga Grygier – President, Tomasz Reinfuss – Partner, Director Katowice Office

OutsourcingPoland

Number of employees: 138 Specific services offered: F&A, customer support

ComplexComputers sp. zo.o.

Date started in Poland: 1991 Number of employees: 25 Specific services offered: IT Management in Poland: 41 368 06 01 Contact Center Country (HQ): France Specific services offered: Call Center Management in Poland: Jakub Kłoczewiak – President of the Management Board F.U.H Older (usługi Call Centre dla Play) Management in Poland: Dariusz Goch, 697 938 491 Impel Business Solutions oddział Kielce Number of employees: 8 (locally in Kielce) Specific services offered: Financial and accounting, HR and payroll services INFONETAX Sp. z o.o.

Date started in Poland: 2007

33

BPO/SSC Companies in Poland Number of employees: 20 Management in Poland: 41 344 52 24

Specific services offered: Outsourcing of sales force and call center services

INFOVER S.A. Date started in Poland: 2001 Number of employees: 123 Management in Poland: 41 367 85 02

MJ Sysems Magdalena Michalska Date started in Poland: 2011 Number of employees: 2 (additionally people on specific task contracts if necessary) Specific services offered: IT outsourcing

Kolporter INFO SA Country (HQ): Poland Number of employees: 2009 – 113 Specific services offered: Help-Desk , Call-Center, Oprogramowanie dedykowane realizowane na zamówienie , Outsourcing IT Management in Poland: Prezes Jarosław Ambroziak Kophard Software

OutsourcingPoland

Shared Services 2013

MaN Complex Management in Poland: 41 332 74 00, 331 56 27 Mansourcing Sp. z o.o.

Date started in Poland: 2012 Number of employees: approx. 50 Specific services offered: IT outsourcing, HR outsourcing (including recruitment, training, etc.)

Medicover oddział Kielce Date started in Poland: 2007 Number of employees: approx. 100

Pctum Date started in Poland: 1996 Number of employees: ok..20-30 Specific services offered: Financial and accounting, HR and payroll services PKB info Date started in Poland: 2007 Number of employees: 5 Specific services offered: IT outsourcing Management in Poland: 41 243 50 92 Podatki i rachunkowość Rusek Sp. z o.o.

Date started in Poland: 1991 Number of employees: 10 Specific services offered: Financial and accounting, HR and payroll services

Manager’s Profile

When did you set up, and what are about your recent expansions?

The development centers in Poland are now over 270 people strong and specialize in technology solutions for the travel, automotive, and finance industries. Luxoft Poland provides an optimal cost structure, offshore/ onshore capabilities, and efficient communications and processes to existing and new customers throughout Europe.

Luxoft Poland was established in 2010 in Krakow and provides application and product development services for large enterprises. Luxoft’s development services are focused on quality, innovation, and customer service. With Luxoft Poland, our clients receive the right mix of technology skills, industry knowledge, proprietary processes and methodologies, and a choice of multiple engagement models.

Przedsiębiorstwo Techniczno – Informatyczne “ZUBIX” Sp. z o.o.

Number of employees: 20 Specific services offered: IT outsourcing Management in Poland: 41 344 44 47, 344 44 48 Przedsiębiorstwo Teleinformatyczne SOTRONIK Management in Poland: 41 242 16 67 Przedsiębiortwo Usług Informatycznych “Mario-Soft” Management in Poland: Mariusz Ciepluch, 605 350 264 Sanek Date started in Poland: 2009 Number of employees: 90 (countrywide) Specific services offered: Outsourcing of sales force and call center services Simple Outsourcing Date started in Poland: 2009 Number of employees: 20 (out of which 4 in Kielce) Specific services offered: IT outsourcing,

Think about your availability scale up in mid and long term – consider supply of human capital and the cost.

Talk to country-wide associations, they can help you out.

Wojciech Mach Managing Director Luxoft Poland Parent Company: Luxoft, Moscow

You have multiple locations in Poland. Explain the logic behind that.

In Krakow, we have proximity to customers, availability of people with right skills and seniority. In Wroclaw, we’re also close to our customers, and Wroclaw is a quickly growing city with great support from ARAW. In Gdynia, it was decision driven by a clientrelationship, combined with the availability of right talent, and less competition on the local market.

34

NOM (Niezależny Operator Międzystrefowy)

Przedsiębiorstwo Informatyczne PROKOMP Date started in Poland: 1994 Number of employees: 4 Specific services offered: IT outsourcing Management in Poland: 41 362 92 44

Employee Issues: We’ve grown rapidly from zero just 2 ½ years ago to our current number of 270. We want to introduce more junior staff, where appropriate. There seems to be a shortage of senior IT staff and their requested compensation is going up. On the other hand, you can see people in Poland embracing the newest technologies quickly.

How has your business changed in Poland over the last two years?

Aggressive growth of our business, from 0 to over 270 employees. Poland has emerged as key part of Luxoft’s delivery framework, with some of Global Luxoft functions based in Poland now. And we’ve moved from a singlelocation to multiple presences country-wide.

Do you provide external services to unrelated companies?

Yes, we are IT service providers and we work with external customers.

Specific bits of advice to other firms considering setting up operations: Choose the location wisely, look for good pre and post investment support from the region you’re considering.

What has surprised you positively/negatively about operating here?

Positive: human capital, approach of the staff Negative: perception of the sector in the country, shortage of requested resources Specific cost savings that your firm has achieved by operating in Poland?

Look up salaries in IT in London/New York/ Zurich and compare to Poland! Less for same quality of work.

Wojciech Mach is managing director of Luxoft Poland.

He is responsible for country operations, relationships with key customers and strategic partnerships within the country. Before joining Luxoft, Mach held several senior positions at Hewlett-Packard Corporation across EMEA and APJ regions, most recently as Operations and Growth Manager for HP Bulgaria Global Hub. Mach has over 10 years of extensive experience building and managing large delivery business units in the IT services industry as well as creating brand recognition to drive growth in the marketplace.

BPO/SSC Companies in Poland HR outsourcing (including recruitment, training, etc.)

Smartway City of activity in Poland: Kielce/siedziba firmy Cracow Management in Poland: Jacek Batóg, 509 676 520 Telbridge Sp. z o.o.

City of activity in Poland: Kielce siedziba firmy/call center w Warszawie Management in Poland: 22 420 56 60

Teledirect Sp. z o.o.

Date started in Poland: 2007 Number of employees: 25÷35 Specific services offered: Outsourcing of sales force and call center services Management in Poland: Tomasz Ziemniak – Managing Director, mobile: 533 300 403

UCMS Group

instance in the last 2-3 years we have added 11 additional countries to our scope. This trend will continue although at not such an intensive speed I suspect.

TOP Employer 2013 company we do our best to make them happy to be working for MAN.

Oddział w Kielcach Date started in Poland: 2013 Number of employees: approx. 30 Specific services offered: Accounting, HR Administration, Payroll

Manager’s Profile

OutsourcingPoland

Shared Services 2013

Wojciech Skrudlik Center Head, Member of Management Board MAN Accounting Center Parent Company: MAN Truck & Bus AG, Munich, Germany What exactly is MAN doing in Poland?

MAN Accounting Center is a Shared Service Center for MAN entities providing finance, accounting, payroll and procurement services for 24 various MAN entities in 15 countries from Europe and Asia using 11 foreign languages.

The center was established in September 2006 with a team of less than 50 employees.

This number has grown to more than 300 employees and an additional 40 temps. The high quality of our services, satisfaction of our clients, employees’ contribution and innovative solutions contributed to the success of being awarded by Shared Service & Outsourcing Network (SSON) as best accounting center (Excellence Award 2011). Two years in a row (2012, 2013) the company has been granted an award Top Employer by the CRF institute.

Why did MAN set up in Poznan?

The site location process was a lengthy and very thorough process. From 15 countries selected initially for the analysis, we created a shortlist of 5 and finally decided for Poland. The key drivers for Poland, apart from cost aspects, were the following: several years of MAN’s experience in Poland (production plants), availability of highly educated employees, not big cultural differences to Germany where we have the biggest operations, legislation system, and governmental support instruments for foreign investors. Poznan was selected as our preferred city as we could easily find here staff with the right skill-sets for our operations (focus was mainly on accounting in combination with German language skills). Other decisive factors were no over-concentration of SSCs/ BPOs in the region, very good connectivity to our headquarters (4 times a day direct flights to Munich), good and supporting attitude of city authorities, and MAN’s existing presence (bus production plant near Poznan).

How your business changed much in recent years?

Yes, definitely. We have been constantly migrating new processes from Europe and Asia. For

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Do you provide external services to unrelated companies?

No, MAN Accounting Center provides services only for MAN entities worldwide.

Any advice to other firms considering setting up BPO/SSC operations in Poland: Get as much information as possible by reference visits in existing centers and independent bodies that are close to the sector, for instance ABSL , where you can get connected to your peers who can help you in your initial steps. I would definitely recommend involving a consultant to help in setting up operations as opposed to inventing things from scratch.

Employee Issues: At the moment we employ around 300 employees and additionally 40 temps. Our migration journey has not finished yet, therefore the number of employees will grow as we still have plans for further migrations of processes to our center. In our eyes, the newcomers (in our case mainly the university graduates) are well prepared when it comes to solid technical knowledge (incl. language skills). What we lack sometimes is some soft skills required for this profession that we have to invest time in during the on-boarding process. In general we are very happy about our employees and as a

Surprises about operating in Poland: What surprised us positively was the great support from the local authorities as well as willingness of other existing centers to cooperate on the local market (HR workshops, joint events for students, a big CSR event we do together this year etc). We have not experienced many negative aspects. I think the biggest one was the rejection of our application by the Ministry of Economy to set up a special economic zone.

Specific cost savings achieved?

Delivering cost savings was one of the fundamental goals of establishing our center. But apart from millions of EUR cost savings already achieved what is our key objective is providing standardization of processes as well as productivity increases while concurrently delivering the quality at a high level.

Skrudlik is a Chartered accountant, graduated from University of Economics in Krakow, and worked several years at Deloitte as an auditor. He then worked 5 years at Capgemini’s BPO center in Krakow holding various positions in the area of migrations of accounting and procurement processes from various European countries and the USA to Poland as well as daily supervision, standardization and optimization of BPO delivery processes. Head of MAN Accounting Center in Poznan since 2009. Areas of expertise include: management of SSC/BPO companies, accounting and auditing. He is 37 years old, has a wife and two children. Hobbies: travelling, playing piano and aviation.

BPO/SSC Companies in Poland ABB Country (HQ): Szwajcaria Date started in Poland: 2008 Number of employees: 20 Specific services offered: IT

Contact Center Sp. z o.o.

Country (HQ): France Date started in Poland: 1999 Number of employees: In Poland: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board

Accenture Country (HQ): USA Date started in Poland: 2005 Number of employees: 80 Specific services offered: IT ACS Solutions Poland/Xerox Country (HQ): USA Date started in Poland: 2001 Number of employees: 150 Specific services offered: Finanse i księgowość AMG.lab Sp. z o.o.

Country (HQ): USA Date started in Poland: 2011 Number of employees: 150 Specific services offered: IT, Oprogramowanie dedykowane, usługi dla technologii High Performance Computing Management in Poland: Piotr Waluch – Prezes Zarządu, 42 634 56 78 Atos Origin Country (HQ): France Number of employees: 85 Specific services offered: Finance and accounting Management in Poland: Monika Thompson Bank Pekao SA Country (HQ): Italy/Poland Number of employees: 300 Specific services offered: Back-office, call centre BNP Paribas Fujitsu Services Bosch&Siemens BSH Country (HQ): Germany Date started in Poland: 2007 Number of employees: 50 Specific services offered: R&D/IT BSS – Business Support Solution S.A. Date started in Poland: 2010 Number of employees: 332 Specific services offered: Finanse i księgowość Management in Poland: Mariola Prazmowska Cardif Services Country (HQ): France Date started in Poland: 2007 Number of employees: 170 Specific services offered: Finance, accounting, call centre CERI International Sp. z o.o.

Date started in Poland: 2003 Specific services offered: Business process outsourcing (BPO), Customer support services (contact center, claims) Management in Poland: Arkadiusz Sońta, Business Development Director, 601 364 210 Citi Handlowy Country (HQ): USA Date started in Poland: 2005 Number of employees: 370 Specific services offered: Finance, accounting CitiFinancial Country (HQ): USA Number of employees: 10 Specific services offered: Debt collection centre Clariant Country (HQ): Szwajcaria Comarch S.A. Date started in Poland: 2006 Number of employees: 200

CWS-boco Polska Sp. z o.o.

Date started in Poland: 1995 Number of employees: 500 Specific services offered: Serwis odzieży roboczej dla pracowników, serwis odzieży ochronnej dla pracowników, serwis urządzeń higieny do toalet, serwis mat wejściowych, serwis tekstylnych czyściw przemysłowych Management in Poland: Andrzej Smółko, Miłosz Mrozik Cybercom Poland Management in Poland: Piotr Ciski

increase employment up to 2,000 by the end of Q1 2014.

INTERsoft Date started in Poland: 1997 Number of employees: 70 Specific services offered: IT LSI Date started in Poland: 1991 Number of employees: 130 Specific services offered: IT MacoLab Date started in Poland: 1993 Number of employees: 50 Specific services offered: IT Mbank&Mulitbank Date started in Poland: 2001 Number of employees: 800 Specific services offered: Call center, Finance and accounting

Dalkia Services Sp. z o.o. (Łódź Office) Date started in Poland: 2006 Number of employees: 220 (both offices Łódź & Poznań) Specific services offered: Finances (AP, AR), Invoicing, HR&payroll, IT, Risk Management & Insurance Management in Poland: Agata Mazurek-Bąk, 667 620 236, amazurek-bak@dalkia.pl Expansion plans: Integration of new functions and clients

Mellon Country (HQ): Greece

DHL Express Country (HQ): Germany Date started in Poland: 2007 Number of employees: 300 Specific services offered: Call centre

Nordea Country (HQ): Sweden Date started in Poland: 2001 Number of employees: 250 Specific services offered: Finance and accounting

Dimar Country (HQ): Holland Number of employees: 100 Specific services offered: Call centre Management in Poland: Jasja van der Veen

Nordea Operation Center Number of employees: 100 Specific services offered: SSC

Ericpol Telecom Date started in Poland: 2011 Number of employees: 135 Specific services offered: IT Management in Poland: Jan Smela – Prezes Zarządu, 42 664 25 00 Fujitsu Technology Solution Country (HQ): Japan Date started in Poland: 2009 Number of employees: 508 Specific services offered: IT service desk Management in Poland: Dave Dean – Dyrektor Zarządzający GE Power Controls Country (HQ): USA Date started in Poland: 2004 Number of employees: 55 Specific services offered: Finance, accounting Hewlett-Packard Country (HQ): USA Indesit Country (HQ): Italy Date started in Poland: 2006 Number of employees: 65 Specific services offered: Finanse i księgowość Infosys BPO Poland Country (HQ): India Date started in Poland: 2007 Number of employees: ca. 1700 Specific services offered: Finance, accounting and procurement services, Database management, SAP services, Risk management, tax management, Consulting Management in Poland: Krystian Bestry, 42 278 16 18; Agnieszka Jackowska – Durkacz, 42 278 16 18; Michał Bielawski, 42 278 16 18 Expansion plans: Infosys BPO Poland is currently the largest European Infosys unit. Infosys BPO Poland continues to expand its service and client portfolio and plans to

Mobica Country (HQ): UK Date started in Poland: 2007 Number of employees: 70 Specific services offered: IT

Philips Country (HQ): Holland Date started in Poland: 2003 Number of employees: 70 Specific services offered: Purchase Center Polkomtel Date started in Poland: 2003 Number of employees: 370 Specific services offered: Call Centre PTC Country (HQ): Poland/Germany Date started in Poland: 2006 Number of employees: 700 Specific services offered: Call centre Randstad Payroll Solutions Sp. z o.o.

Date started in Poland: 1998 Number of employees: 50 osób Specific services offered: Payroll and HR file administration Management in Poland: Sylwester Czarnecki – Senior Sales Manager, mail:sylwester.czarnecki@pl.randstad.com, mobile 697 544 344; Katarzyna Plucinska – Managing Director, katarzyna.plucinska@pl.randstad.com, tel. 512 352 179

Shared Services 2013

Specific services offered: IT

OutsourcingPoland

Łódź

Rule Financial Country (HQ): UK Date started in Poland: 2007 Number of employees: 50 Specific services offered: IT SAP Sii Sp. z o.o.

Date started in Poland: 2012 Number of employees: 40 Specific services offered: IT Management in Poland: Maciej Topczewski, 42 239 29 60, informacja-lodz@pl.sii.eu Expansion plans:

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BPO/SSC Companies in Poland SouthWestern BPS Poland Sp. z o.o.

Country (HQ): Ireland Date started in Poland: 2007 Number of employees: 150 Specific services offered: Finance, Accounting, Administration, CRM, Call Center T-Mobile Country (HQ): Poland/Germany Number of employees: 700 Specific services offered: Back-office, contact centre Management in Poland: Daniel Stańczuk Tate&Lyle Teleca Country (HQ): Sweden Date started in Poland: 1999 Number of employees: 150 Specific services offered: IT

OutsourcingPoland

Shared Services 2013

TELMON Country (HQ): Polska TomTom Country (HQ): Holland Date started in Poland: 2007 Number of employees: 205 Specific services offered: Centrum Przetwarzania Obrazu TP S.A. Country (HQ): Poland/France Date started in Poland: 2003 Number of employees: 300 Specific services offered: IT

Specific services offered: IT

Unicredito Country (HQ): Italy Date started in Poland: 2006 Number of employees: 41 Specific services offered: IT

e-court

Virtual Viewing

Genpact Management in Poland: Anna Pankau-Broda

Voice Warta Insurance Group Date started in Poland: 2004 Number of employees: 60 Specific services offered: Vindication centre

CRH Żagiel

eLeader Emperia Info

Infinite Kredyt Bank MikroBIT Orange Costumer Service

Asseco Business Solutions Specific services offered: IT

Orange Polska Accounting Operations Centre

Britenet Specific services offered: IT Management in Poland: 81 527 86 75 BZ WBK Centrum Obsługi Klienta Detalicznego PKO BP Comarch

PCM PKO Faktoring Proama Sollers Consulting Syntea Business Solutions

Have your employee numbers changed much?

Poland is a dynamic market for the SSC and BPO market giving the opportunities for both new graduates and those who want to move within their career path. Looking back from a few years ago, it is clear that the overall preparation of the graduates is matching better the requirements of the SSC/BPO employers.

Employees who have been engaged since a few years in the SSC/BPO are now highly trained but also open for new opportunities within the industry.

Michal Wierzbowski Technicolor Poland Parent Company: Technicolor, Issy-les-Moulineaux Tell us what Technicolor is doing in Poland?

Technicolor has a 100 employee captive shared center based in Warsaw, supporting the European operations of Technicolor Group. FSSC was created in 2009 and has served throughout the changes of the group and its business activities.

Explain why your company set up operations in Warsaw: At the very beginning the shared service was set up in the town of Piaseczno, next to Warsaw, since at that time, that was where the factory of the group Thomson was located. Next the operation moved to BPO partner, then become captive again in 2009.

CompuGroup Medical

Lublin

Manager’s Profile

How has your business changed in Poland over the last few years?

The business was very much linked to the changes of the group and the need to support different activities. Within the financial services from the beginning AP and AR activities were present and gradually new and more complex GL, tax, and analytics were moved. Similarly to other shared services centers, we observe this trend of increased activities.

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Transition Technologies Date started in Poland: 2006 Number of employees: 130 Specific services offered: IT Management in Poland: Dariusz Lis – Dyrektor

Do you provide external services to unrelated companies?

No. Captive center only, and we currently do not foresee offering services to unrelated companies.

Advice to other firms considering setting up BPO/SSC operations in Poland: Poland is certainly a very good location for setting up a BPO/SSC operation. As always the city location needs careful verification to meet the right opportunities and avoid early stage issues. Planned size of operation plays a role in the decision, including the number and type of languages needed and the skills. PAIZ, cities or even whole regions, recruitment agencies and office location agencies are well prepared to serve the new incoming clients. As always, one needs thorough preparation and strong support from top management.

Biggest positive and negative surprises?

Positive: strong commitment of the employees to achieve success, dedicated to show and prove what they can do: “yes we can do it!”.

Can you quantify any specific cost savings?

Creation of the SSC has given us both overall cost reduction benefits, and in the process of changes, a certain sense of harmony - which is highly difficult in a dispersed organization.

Michal Wierzbowski has 10 years experience in the Shared Services sector, as a General Manager at Technicolor’s SSC, and in a BPO as Senior Manager at Accenture.

He has been through the “captive - outsourcing – captive” path in the organizations, gaining experience in transition and change management. Previously engaged as Manager in the sales organizations of Altadis and Seita. Holds Master of Science degree and International Master in Management and Economics degree from Le Group HES and SGH.

BPO/SSC Companies in Poland Warta 24 Plus Zeto Sp. z o.o.

Specific services offered: IT Opole Call Center Inter Galactica Sp. z o.o.

Specific services offered: Call center – english, german, russian, ukrainian, czech, italian, spanish Management in Poland: Pavlo Polishchuk – Project Manager Capgemini, Infrastructure Services Date started in Poland: 2012 Number of employees: 70 Specific services offered: Service desk, Zarządzanie procesami ITIL

Management in Poland: Daniel Habrat, Daniel.habrat@ capgemini.com; Marcin Nowak, marcin.a.nowak@ capgemini.com Expansion plans: Najnowsze Biuro Capgemini w Opolu planuje do końca 2013 roku zwiększyć zatrudnienie do 100 osób. W związku z obsługą klientów niemieckich wymagana jest znajomość tego języka.

Future Processing Sp. z o.o.

Management in Poland: 32 461 23 00 Opta data Sp. z o.o.

Management in Poland: Wilfried Engel PZU S.A./PZU Życie S.A. Number of employees: 140 Specific services offered: Accounting

OutsourcingPoland

Shared Services 2013

Manager’s Profile

Why Warsaw and why Lodz?

Mellon launched its first BPO center in Warsaw as part of its geographical expansion strategy and having assessed that Poland was a growing economy, at the center of a key region (CEE), with many opportunities. At the end of 2011 we established a second BPO center in Lodz to support the continuous business growth we have been experiencing. Both were ‘greenfield’ investments, financed with own capital. The main criteria to select Lodz were unemployment rate, number of highly educated employees (university graduates), distance from Warsaw and availability/cost of premises.

Has growth picked up or slowed down?

Over the last couple of years Mellon had a rapid growth in its established business areas (e.g Business Process Outsourcing) and has introduced new business activities (mainly for the Technology Solutions business unit)

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R.N.G. Sp. z o.o.

Number of employees: Planned 60 Specific services offered: Call center Management in Poland: Magdalena Daszkiewicz – Manager Poznań arvato services Poland (branch of Bertelsmann Media Sp. z o.o.) – 4 centers in Poznań and close to the city Date started in Poland: 1994 Number of employees: In Poland: 2350 Specific services offered: BPO – IT, lettershop, logistics, loyalty programs, back office, financial services (financial BPO, debt recovery, factoring)

skilled personnel and a mature business environment.

Grigorios Kotoulas Mellon Poland Sp.zo.o.

Parent Company: Mellon Group of Companies, headquartered in Greece What kind of work is Mellon doing in Poland?

Mellon Poland was established in 2006 targeting the Banking, Telecom, Insurance, Public and Retail sector. Currently Mellon employs more than 800 employees and has two main activities: A) Mellon’s BPO centers in Warsaw and in Lodz are offering Client Acquisition, Debt Collection, Help Desk, Customer Support and Back Office Services.

B) Mellon’s Technology Solutions Business Unit is offering solutions (H/W, S/W, Services) to facilitate electronic transaction channels, improve branch efficiency, and increase automation and security. In the portfolio are included payment systems, queuing systems, digital signage, client authentication systems, cash management software, mass mailing equipment, cards, cards personalization systems, phone banking systems etc.

Management in Poland: Andrzej Klesyk – President

Employee Issues?

After our latest investment in Lodz, the total number of employees working for Mellon is more than 800. For 2013 we do not expect the headcount to be increased. However, we still believe in the potential of the Polish market and we are considering new investments thus an estimated increase in headcount of 10-20% starting from mid-2014.

following the growth of the Polish economy and its medium/long term investment plan.

For the next 2-3 years we expect our BPO business unit to widen its scope with new, exciting services, with channel optimization, customer acquisition & retention and cost to serve being the main drivers of growth.

For our Technology Solutions business unit, more and more of our customers are concerned with solutions around mobile applications, mobility payments, digital and physical security, as well as optimization of customer experience across all channels physical and digital.

Biggest positive surprises (and biggest negative surprises) about setting up or operating BPO/Outsourcing/SSC centre in Poland: The most positive surprise that we have experienced was related to the high capabilities and potential of the people and the fact that the country is one of the leaders in terms of technology. A rather negative factor is that due to the accelerated growth of Polish market, the levels of employee attrition, especially among younger employees, are higher than the average.

Do you provide external services to unrelated companies?

Mellon Poland is a Business Process Outsourcing services provider and IT integrator, providing solutions and services only to unrelated companies. The current slowdown of the economy and the cost reduction programs that most of our clients implement create new opportunities for an outsourcer like Mellon.

Are you clients generating substantial cost savings?

For a BPO service provider, the key costs are labor, premises and telecommunication costs.

For the labor related costs, the difference between cities in Poland can be significant (meaning more than 10% and in some cases even more than 20%) so selection of the proper location is of paramount importance. For the premises, the differences among cities are even bigger with some limitations on the availability of high quality premises in some areas. So, proper preparation and selection of location is critical. Regarding telecommunication costs, volume is the key with costs reduced by +40% when traffic is doubled.

Is Poland still a good location for BPO operations?

The Polish market still has opportunities for newcomers in the BPO sector provided that they will not misinterpret it as a low cost market, but rather as a country with highly

Grigoris Kotoulas holds a Barchelor Degree in Mechanical Engineering and an MBA in Business Administration.

He has held senior positions for several companies in different sectors and has an experience in international business for more than 15 years. He is located in Poland since the establishment of Mellon in 2006 and he enjoys sports, literature, films and dancing.

BPO/SSC Companies in Poland

Business Consulting Center Sp. z o.o.

City of activity in Poland: Poznań Złotniki Suchy Las Date started in Poland: 1995 Number of employees: over 200 Specific services offered: IT outsourcing, SAP offshoring, SAP bodyleasing, SAP outsourcing Management in Poland: Bartłomiej Buszczak, Waldemar Sokołowski, Andrzej Moskalik Carl Zeiss Country (HQ): Germany Date started in Poland: 2012 Specific services offered: SSC Management in Poland: Andreas Mohr – Prezes Zarządu Carlsberg Accounting Service Center Country (HQ): Germany Date started in Poland: 2006 Number of employees: 200 Specific services offered: SSC/Accounts in the three processes, ie receivables, liabilities and general ledger Management in Poland: Ewelina Fijałkowska Carlsberg Accounting Service Centre Sp. z o.o., Małe Garbary 961-756 Poznań; tel. 61 844 11 00, fax 61 844 11 02 Ciber Country (HQ): USA Date started in Poland: 2010 Number of employees: 80 Specific services offered: Managing technical support, monitoring, IT infrastructure, web operations, application services Management in Poland: Piotr Sawiński Center Manager CIBER Poland Sp. z o.o., PFC Poznań, pl. Andersa 5, office@ciber-Poland.pl Connectis Management in Poland: Bernadetta Skibicka Contact Center Sp. z o.o.

Country (HQ): France Date started in Poland: 1999 Number of employees: In Poland: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board Dalkia Services Sp. z o.o. Poznan office Country (HQ): France Date started in Poland: 2006 Number of employees: 220 (in both offices – Poznan & Lodz) Specific services offered: Finance (FA, GL&Reporting), Tax, IT Management in Poland: Agata Mazurek – Bąk, 667 620 236, amazurek-bak@dalkia.pl Expansion plans: Integration of other support functions, integration of new clients Deloitte BPO Date started in Poland: 2008 Number of employees: 13 Specific services offered: Bookkeeping, accounting, payroll and HR administration Management in Poland: Tomasz Walczak – Partner in Poznań Office Detica BAE Systems Country (HQ): UK Date started in Poland: 2012 DFDS Seaways Date started in Poland: 2013

EXIDE Technologies SSC Sp. z o.o.

Country (HQ): USA Date started in Poland: 2012 Specific services offered: SSC Management in Poland: Roman Urbaniak – Prezes Zarządu External Services Sp. z o.o.

City of activity in Poland: Poznań, Złotniki Suchy Las Date started in Poland: 2007 Number of employees: over 30 Specific services offered: Payroll outsourcing, HR administration outsourcing Management in Poland: Piotr Rogala – Prezes Zarządu, Michał Szymaczek – Członek Zarządu Franklin Templeton Investments Center specialist services in the field of investment management Country (HQ): USA Date started in Poland: 2007 Number of employees: 300 Specific services offered: SSC/Transfer agent, fund accounting and back office services for the operation of investment Management in Poland: Joanna Pesta Rauhut, Krzysztof Bronisz – Vice President Operations, Kbronis@ franklintempleton.de, 61 667 90 16 GlaxoSmithKline Global IT Centre Country (HQ): United Kingdom Date started in Poland: 2007 Number of employees: 200 Specific services offered: SSC/Providing IT services for all branches of GSK in the world. Center serves more than 100 countries within the corporation to manage the remote services and IT infrastructure company Management in Poland: Andrean Johannes, Ph.D Site Director, 61 860 13 11, andrea.a.johannes@gsk.com Grace Country (HQ): USA Date started in Poland: 2007 Specific services offered: R&D Grant Thornton Frąckowiak Sp. z o.o. sp. k Date started in Poland: 1993 Number of employees: 300 Specific services offered: Business Process Outsourcing (BPO) działów finansowo – księgowych, Centrum Usług Współnych (SSC), Outsourcing Rachunkowości, Outsourcing Płac i Kadr Management in Poland: Katarzyna Banach, 605 688 968, katarzyna.banach@pl.gt.com; Agnieszka Chwalińska, 607 665 725, agnieszka.chwalinska@pl.gt.com; Magdalena Marcinowska, 607 665 729, magdalena.marcinowska@ pl.gt.com Grupa BCC External Services Date started in Poland: 1999 Number of employees: 30 Specific services offered: A comprehensive range of outsourcing, including both business processes and IT tools.

Management in Poland: Bartłomiej Buszczak Chairman of the Board, 61 827 70 00 Hedge Pole Specific services offered: mission is to support process standardization and transparency of information in the hedge fund industry.

Management in Poland: Joanna Babelek, 61 841 00 80 Expansion plans:

Number of employees: 900 Specific services offered: Call center, sales center, IT solutions, personalized marketing Management in Poland: Marcin Pankau, 61 664 32 00, marcin. pankau@holicon.pl; Krzysztof Chyliński, 61 664 32 00, krzysztof.chylinski@holicon.pl; Joanna Borowicz, 61 664 32 00, 00 joanna.borowicz@holicon.pl Expansion plans: We plan to introduce new products in the field of financial services and personalized marketing.

We are going to reach the SOHO market by popularisation our IT solutions.

Holiday Check Country (HQ): Switzerland Date started in Poland: 2011 Specific services offered: R&D IKEA Shared Services Sp z o.o.

Country (HQ): Sweden Date started in Poland: 2010 Number of employees: planned 300 Specific services offered: Service accounting and payroll processes for companies IKEA Itella Information Sp. z o.o.

Date started in Poland: 2005 Number of employees: 15 Specific services offered: Finance Management in Poland: Miikka Savolainen – Managing Director, miikka.savolainen@itella.com itelligence Date started in Poland: 1995 Specific services offered: BPO/ITO Jeronimo Martins Polska S.A. Country (HQ): Portugal Date started in Poland: 2011 Specific services offered: SSC Kennametal Center Services Country (HQ): USA Date started in Poland: 2010 Number of employees: 35 Specific services offered: Customer Service, Finance, Human Resources, Engineered Solutions, Sales. Business support and management reporting for the region,etc.

Management in Poland: Robert Damaschek – Prezes Zarządu, Robert Mazurek Vice President, Kennametal Poland Sp. z o. o.ul. Abpa Baraniaka 88c; 61-131 Poznań Kleffmann Country (HQ): Germany Number of employees: 20 Specific services offered: BPO Lorenz Snack-World Services Sp. z o.o. Spółka Komandytowa City of activity in Poland: Poznań, Sady, Tarnowo Podgórne Country (HQ): Poland Date started in Poland: 2008 Number of employees: 63 Specific services offered: Accounting Management in Poland: Jens Emrich – General Manager Jens.Emrich@LBSnacks.com, Member of the Board – Andrzej Okupniak aokupniak@LBSnacks.pl

Shared Services 2013

BRIDGESTONE EBS Sp. z o.o. European Business Services Country (HQ): Japan Date started in Poland: 2011 Number of employees: 110 Specific services offered: Finance, accounting, tax Management in Poland: Karol Wawrzynowski

Duni European Financial Centre, shared service center of finance and accounting Country (HQ): Sweden Date started in Poland: 2005 Number of employees: about 40 Specific services offered: Finance Shared Services Management in Poland: Krister Gullstrom – European Finance Manager, 61 656 07 11, krister.gullstrom@duni. com

OutsourcingPoland

Management in Poland: Janusz Jankowiak – President, 61 652 88 00, arvato@arvato.pl

Magellan Software Poland S.A. City of activity in Poland: Poznań, Suchy Las Date started in Poland: 2002 Number of employees: 30 Specific services offered: Document archiving and related services MAN Accounting Center Sp. z o.o.

Date started in Poland: 2006 Number of employees: 300 Specific services offered: Accounting, Purchasing, Payroll calculation Management in Poland: Wojciech Skrudlik, 61 886 72 00, wojciech.skrudlik@man.eu

Holicon Sp. z o.o.

Date started in Poland: 2004

41

BPO/SSC Companies in Poland Manager’s Profile

OutsourcingPoland

Shared Services 2013

Robert Góra Associate Vice President, Country Ops Head Poland – BPO Wipro Poland Sp. z o.o.

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So what is Wipro doing in Poland?

Wipro Poland Sp. z o.o. has currently 230 employees in Poland and is constantly expanding. Wipro Poland was established in 2008 in Wrocław. Currently Wipro Poland Sp. z o.o. with its registered office in Warsaw has two main branches: in Warsaw and Dąbrowa Górnicza. We have been very active on the Polish market as an outsourcing company for several years. Business in Poland is focused on two areas: IT consulting and Business Process Outsourcing. Our parent company Wipro is a global information technology, consulting and outsourcing company with 145,000 employees serving over 900 clients in 54 countries.

What was the rationale behind Wipro’s decision to set up in Warsaw?

According to the World Investment Prospects Survey 2010 - 2012, prepared by UNCTAD, Poland was ranked on the12th place as the most attractive country in the world for Foreign Direct Investment (FDI), while in Europe on the 3rd place.

As part of Wipro Technologies, Wipro Poland conducts the following activities: center for production development for one of the biggest banks; development of the SAP system for one of the largest production companies in the world; the development of a data warehouse project for one of the leading banks in Poland. Why have we chosen Warsaw? Warsaw, as the capital city of Poland, remains the main economic and business center of the country; having enormous investment potential it is also one of the most important and largest metropolitan centers in the CEE; Warsaw is the largest academic center in Poland with a large number of well-educated people who know foreign languages, including those less popular; Warsaw has the largest number of offices to let in Poland. This allows selecting a suitable place for the development of BPO / SSC; and most of the major Polish research institutes and branches of foreign corporations are located in Warsaw. This allows for the development of outsourcing industry more rapidly than in other Polish regions.

The largest part of our BPO operations are located in Dąbrowa Górnicza. Dąbrowa Górnicza is a part of the Silesian region which gives a lot of opportunity to act in this broader and bigger market. We chose Dąbrowa Górnicza because of the many qualified employees in DG and large numbers of students and graduates. Also, it’s a major transport node with a high density of road infrastructure, well devel-

oped transport and logistics sector, and major airport close by. Also, there is extensive land available in the Special Economic Zone, which has high investor activity, and relatively high purchasing power of households and enterprises, and many business entities with foreign capital.

local well-educated executives with knowledge of the realities of the market, problems in the area of employment, law and business.

This knowledge is very useful from the earliest phases of the planned project and can be key to your success in opening a center.

Any significant changes in your business expected in the next few years?

Changes in the economy and hence changes in the labor market force some movement on persons conducting business activity in Poland. Wipro is following the changes to adapt its system of doing business to changing conditions. I would like to highlight and point out that speaking of manual interventions I do not mean job cuts.

All the projects we have worked on, and where we have been involved, have been maintained. But we have seen a big change in the minds of customers in making business decisions.

In view of the significant slowdown of the economy part of the projects has been slightly postponed. However this year began very dynamically for us. We have signed a contract for providing technical help-desk support for the world leading Smart phones and tablets manufacturer. We provide support for dedicated android applications such as Video Hub, client user Account, and Learning Hub, with services provided in 11 foreign languages. We think that the next two years will bring employment growth.

Employee issues at Wipro and other BPO centers?

Wipro Poland Sp. z o.o. has currently 230 employees in Poland. In our Warsaw location, we have 50 employees with mostly technical and language skills. Along with the project development Wipro Poland is constantly expanding. Our largest BPO center is located in Dąbrowa Górnicza, a part of the Silesian region. In these BPO projects we are using several languages: English, German, Spanish, Czech, Polish, French, Dutch and Italian. And we employ 170 in DG.

Do you provide external services to unrelated companies?

Yes, absolutely. All of our products (services) are associated with the delivery for our external clients. The majorities are large global projects where Poland is one of the countries from which our services are delivered to the customer.

Do you have any advice to other firms considering setting up BPO operations in Poland?

Due to the fact that during the development of the economies to a level previously unimaginable, I’m thinking of global reach, where administrative boundaries or geographical barriers are not having any meaning in the conduct of such services, in which Wipro operates, an important part so far is that cultural distinctiveness remains unchanged. I think and I’m convinced that the success of such activities can be very important. Hence it is important to enter new markets and have recourse and support of government organizations. I’m thinking about PAIZ, ARAW, and the management of economic zones which are very dynamically involved in business development in Poland.

Another aspect is the employment of

Biggest surprises about operating a BPO centre in Poland?

As I come from Poland there are not many things in business that can surprise me! As a country, Poland as a location for future BPO projects presents itself vis-à-vis the rest of Europe extremely positively. We have very welleducated staff and candidates for potential employees. Comparing to the western European countries - as I studied in west Europe - I know that educational programs are more focused on practical preparation for the needs of future employers. However, in our country in the last few years this trend is very visible and all universities become strongly open for practical experience for business.

Both sides see mutual benefits, as we see in meetings being organized to cooperate closer to achieve mutal goals. With regards to certain administrative and bureaucratic issues, adjustments to the labor law are needed to meet the needs of the BPO / IT sectors.

Specific cost savings that your firm offers global firms?

As mentioned above, all of our projects are a part of global investment. Our business centers in Poland provide services only to external customers, so savings in this area are always on the client side. It’s obvious that if there were no savings, Poland would not be the leader it is in the BPO / IT sector in Europe and in the world.

Robert Gora has more than 13 years of people management experience, including in the last 10 years direct involvement in building up and establishing new Service Centers in different European countries, such as Slovak Republic, Germany, and Poland. In addition to running his own business, he has experience negotiating with trade unions, and working with governmental institutions and local authorities, particularly in Warsaw, Katowice, Wroclaw, and Gdansk.

BPO/SSC Companies in Poland

Mentor Graphics Country (HQ): USA Number of employees: 20 Specific services offered: R&D Management in Poland: Grzegorz Mrugalski Microsoft Country (HQ): USA Number of employees: 20 Specific services offered: IT Open Text IT Competence Center Country (HQ): Canada Date started in Poland: 2009 Number of employees: 20 Specific services offered: Technical support and customer implementation, training Q-Partners Specific services offered: R&D

Talex Specific services offered: BPO/ITO Telcordia Technologies (part of Ericsson) Country (HQ): USA Specific services offered: R&D Management in Poland: Michał Wodczak Unilever Country (HQ): UK/The Netherlands Number of employees: 70 Specific services offered: R&D Management in Poland: Anthony Natt W.R.Grace Country (HQ): USA Number of employees: 20 Specific services offered: Research Laboratory Management in Poland: Jacek Walkowiak Wikia Country (HQ): USA Date started in Poland: 2007 Number of employees: 20 Specific services offered: R&D Management in Poland: Emil Podlaszewski – Member of the Board

Rzeszów Carlson Wagonlit Travel City of activity in Poland: Świlcza near Rzeszów Country (HQ): France Date started in Poland: 2008 Number of employees: 140 (Rzeszów) Specific services offered: Call center (business travel) Centrum Usług Finansowych ACP Pharma S.A. Country (HQ): MEDIQ NV Holland (Ultrecht) Date started in Poland: 2010 Number of employees: About 80 Specific services offered: Finance, service ACP PHARMA Group Management in Poland: Daniel Pitrus, Director CUF Centrum Zastosowań Informatycznych Contact Center Sp. z o.o.

Country (HQ): France Date started in Poland: 1999 Number of employees: In Poland: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board ContactPoint Country (HQ): Warsaw Date started in Poland: 2003 Poland, 2006 Rzeszów Number of employees: ok. 600 Specific services offered: Call center, CATI, BPO Management in Poland: Jarosław Szpryngwald – Prezes Zarządu, Michał Karzel (Suasor Consulting) – Członek Zarządu

Randstad Payroll Solutions Sp. z o.o.

Date started in Poland: 1998 Number of employees: 50 Specific services offered: Payroll and HR file administration Management in Poland: Sylwester Czarnecki – Senior Sales Manager, sylwester.czarnecki@pl.randstad.com, Katarzyna Plucinska – Managing Director, katarzyna. plucinska@pl.randstad.com

ZETO Date started in Poland: 1965 Specific services offered: BPO/ITO

Centrum Przetwarzania Danych Ministerstwa Finansów

Cross Jeans Number of employees: 20 Specific services offered: R&D software

Roche

Energetyczne Centrum S.A. Date started in Poland: 2010 Number of employees: 100 Management in Poland: Dariusz Chlastawa

Hamilton Sundstrand Country (HQ): USA Number of employees: 150 Specific services offered: R&D

Europe Calling – Międzynarodowe Call Centre Date started in Poland: 2007 Number of employees: 40 Management in Poland: Magdalena Mroczek, 510 098 510

ICN Polfa Rzeszów Country (HQ): France Date started in Poland: 1997 Specific services offered: Call centre Management in Poland: Mariusz Gajowniczek – President, Alicja Syrek, Alicja.Syrek@valeant.com, ICN_Polfa@ valeant.com

IT Service Centre Country (HQ): Switzerland Date started in Poland: 2009 Number of employees: 200 Specific services offered: Creating and maintaining systems for clinical research, modern websites and programs to support internal processes within the company

Radom

Rule Financial Country (HQ): UK Date started in Poland: 2013 Specific services offered: ITO

Idea Call Center Date started in Poland: 2013 Number of employees: 150 Management in Poland: Vlado Bogdanov

Samsung Electronics Polska sp.z o.o. Poland R&D Center Country (HQ): South Korea Date started in Poland: 2011 Specific services offered: R&D

Intermedia Consulting S.C. M.Gajewski. J.Borek Management in Poland: 22 613 61 35, mgajewski@inconsulting.pl

Savvis Country (HQ): USA Date started in Poland: 2012 Specific services offered: ITO Sii IT outsourcing Country (HQ): France Date started in Poland: 2010 Number of employees: 90 Specific services offered: IT Management in Poland: Natalia Buczel, 61 639 76 80, informacja-poznan@pl.sii.eu Starter Sp. z o.o.

Country (HQ): Germany Date started in Poland: 2000 Specific services offered: BPO Management in Poland: Marek Zefirian – Prezes Zarządu Starter Truck Services Country (HQ): Germany Number of employees: 35

Iron Mountain – Centrum Przetwarzania Danych Date started in Poland: 2009 Number of employees: 250 Management in Poland: Iwona Wałach, 48 345 06 02 Multimedia Interactive Sp. z o.o.

Date started in Poland: 2012 Number of employees: 300 Management in Poland: Kamal Sitkowski – Attun SMG/KRC – Call Centre Date started in Poland: 2008 Number of employees: 500 Management in Poland: Wojciech Hołdakowski, 48 382 80 20 Telbridge Radom Date started in Poland: 2007 Number of employees: 200 Management in Poland: Artur Bakuła, 22 420 56 77 TELECENTRUM Date started in Poland: 2003 Number of employees: 40 Management in Poland: Marcin Dygas, 48 361 97 28

K&K SELECT Sp. z o.o Orange Costumer Service Date started in Poland: 2010 Number of employees: 5000 Specific services offered: Call center – TP S.A., PTK Centertel Management in Poland: Jakub Kłoczewiak – President, Tomasz Dreslerski – Member of the Board

Shared Services 2013

Support Services Center Country (HQ): USA Date started in Poland: 2011 Number of employees: Planned employment 250 Specific services offered: Support agencies and departments operating in Europe

Specific services offered: Call Center – road assistance service in five languages (English, German, French, Italian and Russian

OutsourcingPoland

McKinsey&Company

Pratt&Whitney Sanofi Aventis Country (HQ): France Date started in Poland: 2006 Number of employees: 190 Specific services offered: Call centre Management in Poland: Marynika Woroszylska-Sapieha – President, General Manager; Wiesław Karpowicz – Member of the Board and Finance Director Soft System Country (HQ): SCC Soft Computer (Floryda, USA) Date started in Poland: 1990 Number of employees: About 300 Specific services offered: Call centre Management in Poland: Liliane Saberin – President, Marek Konrad Słoniewski – Vice President, Waldemar Waligóra – Vice President Systemy Informatyczne Set(h) Sp. z o.o.

Specific services offered: IT

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BPO/SSC Companies in Poland Management in Poland: Krzysztof Bobran – President, 17 852 47 90, info@seth.pl ZETO-RZESZÓW Sp. z o.o Szczecin arvato Bertelsmann Date started in Poland: 2004 Number of employees: 270 Specific services offered: IT, lettershop, logistic conract center & back office, loyalty programs, financila services Management in Poland: Tomasz Wasikowski

BL Stream Sp. z o.o Country (HQ): Finland Date started in Poland: 1999 Number of employees: 147 Specific services offered: IT Management in Poland: Jacek Lisowski – Członek Zarządu, Wioletta Zboralska – Członek Zarządu Coloplast Shared Services Sp. z o.o.

Country (HQ): Denmark Date started in Poland: 2009 Number of employees: 90 Specific services offered: Finance and Accounting

Manager’s Profile

Shared Services 2013 OutsourcingPoland

But why Wroclaw?

Following an in-depth analysis of 15 European locations and a rigorous selection process, we found the city of Wrocław to be the best choice to establish our European Customer Contact Centre. The combination of a highly skilled multi-lingual workforce and the economic operating environment was a key factor in our decision-making process. The strong support we received from ARAW and the continued personal commitment by Mayor Rafał Dutkiewicz made us feel welcomed to Wrocław. Furthermore, we benefitted from generous information sharing by some of the key BPO/ SSC operators.

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Gamelion Sp. z o.o Country (HQ): Finland Date started in Poland: 2002 Number of employees: 85 Specific services offered: IT

kets and new services, we expect our workforce to grow even further, hopefully doubling the workforce within two years.

Thomas Bartsch Vice President Customer Management Qatar Airways Parent Company: Qatar Airways How did Qatar Airways make the decision to set up in Poland?

Qatar Airways set up its state-of-the-art European Customer Contact Centre in Wrocław in February 2013, and since then customer calls from all key European markets have been transferred to Wrocław and are now serviced by a multi-lingual workforce that offers services in Polish, English, German, French, Italian, Spanish and Arabic languages.

Underlining its commitment to one of the fastest growing markets in Europe, Qatar Airways began serving the Polish market in December 2012 with four flights each week from Warsaw to Doha.

The route became so popular that within weeks of launching the services, three additional flights were introduced to provide Polish customers with daily travel options via our Doha hub to a large number of destinations across the Middle East, Africa, Asia and Australia.

Our workforce now stands at over 100 employees across our businesses in Poland – the European Contact Centre and indeed our Warsaw operations with sales, marketing and airport personnel.

Contact Center Sp. z o.o.

City of activity in Poland: Szczecin Country (HQ): France Date started in Poland: 1999 Number of employees: In Poland: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board

What do your foresee in the next 2-3 years?

We are rapidly expanding our Customer Contact Centre operations in Wrocław and expect to double in size within two years. Our Contact Centre, located in the brand-new Epsilon building, offers significant expansion opportunities and we plan to migrate additional markets as we move forward. Furthermore, we plan to significantly expand our service portfolio in a multi-channel operating environment. As an airline growing aggressively worldwide year on year, we look at new opportunities to develop our business, and Poland presented great prospects when we started looking at this market.

We made the right decision to move into this market and look forward to developing our business further here.

Do you provide external services to unrelated companies?

Our European Customer Contact Centre currently focuses on providing services to Qatar Airways’ customers. We will continuously review our strategy and will assess growth opportunities as they present themselves.

Any advice to other firms considering setting up BPO/SSC operations in Poland: In our experience it is advisable to involve professional consultancy services in the selection and decision-making process. We found the support we received from location and property consultants, as well as recruitment agencies and legal experts, to be extremely useful.

What are your employee growth expectations?

We have just welcomed our 100th employee in Wrocław. As we introduce additional mar-

Biggest positive or negative surprises about setting up in Poland?

We were – and still are – pleasantly surprised by the warm welcome we received.

The level of support we have enjoyed to date and the professionalism of our business partners provides us with confidence that we made the right decision in establishing our Contact Centre in Wrocław. There is recognition that attracting Qatar Airways to make a significant investment in the Polish economy adds real value to the business sector.

Most importantly however, we are very proud of our young and enthusiastic workforce which is committed to deliver the 5-star service that our customers have come to expect from the World’s Best Airline.

Whilst we have not experienced any negative surprises, we realized that administrative procedures in setting up our business in Poland could be simplified.

Specific cost savings that Qatar Airways has achieved?

Whilst cost efficiencies are a key driver in the decision-making process, Qatar Airways places great emphasis on providing its customers with an outstanding customer experience which starts at the first point of contact. Our new European Contact Centre offers multi-channel access to our entire service portfolio, including dedicated eCommerce support, Frequent Flyer priority service and more to come. Importantly, our customers benefit from an expansion of operating hours by 70% which means they have easy access to Qatar Airways Customer Service Agents.

An experienced airline manager, Thomas Bartsch has held various Executive Management positions in Airport Operations, Sales, General Management and Customer Contact Centres and has worked in Germany, New Zealand, Australia and now in Qatar. He joined Qatar Airways in 2011 as Vice President Customer Contact Centres. Recently, Thomas Bartsch assumed additional responsibility for Qatar Airways’ global Customer Relationship Management.

OutsourcingPoland

Shared Services 2013

BPO/SSC Companies in Poland GaveKal Country (HQ): Sweden Date started in Poland: 2008 Specific services offered: BPO

Cemtel Date started in Poland: 2000 Number of employees: 70 Specific services offered: Customer support

Genpact Country (HQ): India Date started in Poland: 2013 Specific services offered: F&A

Contact Center Date started in Poland: 1999 Number of employees: ca 1000 Specific services offered: Customer support

Metro Services PL Country (HQ): Germany Number of employees: 45 (200 planned) Specific services offered: Finance and accounting

CTDP Date started in Poland: 1999 Number of employees: ca 1000 (in 2008) Specific services offered: Customer support

Mobica Country (HQ): UK Date started in Poland: 2013 Specific services offered: IT Management in Poland: Tomasz Krawczynski – Managing Director of Polish Offices

Cyfrowy Polsat Date started in Poland: 1992 2010 in Toruń) Number of employees: ca 300 (in Toruń) Specific services offered: Customer support

Nordic Consulting & Development Company Country (HQ): Denmark Number of employees: 58 Specific services offered: IT Management in Poland: Paweł Finkielman – Prezes Zarządu Object Connect Date started in Poland: 2008 Number of employees: 25 Specific services offered: IT Sonion Country (HQ): Denmark Date started in Poland: 2003 Specific services offered: Process developping Stream Global Services Country (HQ): USA Date started in Poland: 2005 Number of employees: 280 Specific services offered: Call center Tieto Poland Sp.z o. o.

City of activity in Poland: Szczecin Country (HQ): Finland Date started in Poland: 2006 Number of employees: May 2011- 1100 employees Specific services offered: IT services, R&D services, Industry specific Management in Poland: Ireneusz Miski – Prezes Zarządu,Country Manager Poland, Finance Partner Tieto New Markets, Lucyna Chwastowska – Członkini Zarządu, Director Devices R&D Eastern Europe, Michał Szostkowski – Członek Zarządu , Country HR Manager TietoEnator Sp. z o.o.

Country (HQ): Finland Date started in Poland: 1999 Number of employees: 500 Specific services offered: IT Management in Poland: Michał Szostkowski Unicredit Business Partner Country (HQ): Italy Date started in Poland: 2008 Number of employees: 350 Specific services offered: Finance and Accounting Unizeto Number of employees: 204 Specific services offered: IT Management in Poland: Andrzej Bendig-Wielowiejski – Prezes Zarządu Toruń Allegro IT Center Date started in Poland: 1999 (since 2008 in Toruń) Number of employees: ca 50 (in Toruń) Specific services offered: IT

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ADP Poland Aegon Date started in Poland: 2008 Specific services offered: CC Akademia Rozwoju Systemów Sieciowych Sp. z o.o.

Management in Poland: 22 861 53 41, biuro@arss.com.pl Alcatel-Lucent Polska Sp. z o.o.

Date started in Poland: 1995 Specific services offered: Telecommunication networks maintenance, Telecommunication networks management Management in Poland: Andrzej Dulka, 22 515 50 03; Beata Szwoger-Lettecka, 22 515 50 16 (since

Itella Information Country (HQ): Finland Date started in Poland: 2007 (since 2011 in Toruń) Number of employees: ca 280 (in Toruń) Specific services offered: F&A, HR, IT Management in Poland: Miikka Savolainen – Managing Director, miikka.savolainen@itella.com Manpower Polska Country (HQ): USA Date started in Poland: 2001 Number of employees: Unknown Specific services offered: HR Randstad Polska Country (HQ): Holandia Date started in Poland: 1994 Number of employees: Unknown Specific services offered: HR Telbridge Date started in Poland: 2002 Number of employees: ca 540 (in 2012) Specific services offered: Customer support Telmon Date started in Poland: 2011 Number of employees: ca 350 Specific services offered: Customer support Warsaw 3MC Poland Sp. z o.o.

Management in Poland: 22 243 69 75, info@3mc-poland.pl 7N Management in Poland: Sebastian Podleśny – Country Manager ABG SA Specific services offered: IT ABN Amro Country (HQ): Holland Number of employees: 150 Specific services offered: F&A, operations Accenture Specific services offered: Finance & Accounting BPO, Marketing BPO, Industry Specific BPO, Application Outsourcing, Infrastructure Outsourcing Management in Poland: Wojciech Poplawski, Head of BPO Operations, Poland, 22 349 70 00, wojciech.poplawski@accenture.com

Antal International Sp. z o.o.

Management in Poland: 22 483 50 00, poland@antal.com ARPI & Partners Management in Poland: Paula Prejsnar – Prezes Zarządu Arteria arvato services (branch of Bertelsmann Media Sp. z o.o.)

City of activity in Poland: Błonie near Warsaw Date started in Poland: 2005 Specific services offered: BPO – logistics, back office Asseco Business Solutions SA City of activity in Poland: Warsaw, Piaseczno Management in Poland: Wojciech Barczentewicz Prezes Zarządu, Piotr Masłowski Wiceprezes Zarządu Asseco Poland Region Rzeszów Management in Poland: 17 852 31 53, sekretariat@s2.pl AstraZeneca Pharma Poland Country (HQ): UK Number of employees: 40 Specific services offered: R&D Atemis Country (HQ): USA Specific services offered: IT Athenasoft Sp. z o.o.

Country (HQ): USA Specific services offered: IT ATT 2000 Sp. z o.o.

Management in Poland: Adam Trzaskowski Autodesk SA Country (HQ): USA Specific services offered: IT Avon Country (HQ): Sweden Number of employees: 100 Specific services offered: F&A Management in Poland: Anne Burges Axel Springer Country (HQ): Germany Number of employees: 300 Specific services offered: CC, telemarketing Baker Tilly Poland Management in Poland: Nicholas Fielding – Partner Zarządzający na Europę Środkową

ADDICO Sp.j. J.Górska i E.Szumlak Management in Poland: 22 862 43 32

BanCom Number of employees: 180 Specific services offered: CC, telemarketing Management in Poland: Małgorzata Kęsicka-Rzepecka – Prezes Zarządu

Adecco Poland Sp. z o.o.

Management in Poland: 22 376 09 00, biuro.hg@adecco.com

Batex Biuro Rachunkowe Management in Poland: 22 651 67 54

Acxiom

Betacom SA Country (HQ): USA

BPO/SSC Companies in Poland Specific services offered: IT Management in Poland: Mirosław Załęski – Prezes Zarządu

Bonair SA Specific services offered: IT

nearshore competence center in Bialystok. Start SAP ABAP and BI business unit.

Billennium Sp. z o.o.

BOŚ Number of employees: 30 Specific services offered: CC, telemarketing

BSH Date started in Poland: 2007 Number of employees: 117 Specific services offered: R&D

Specific services offered: IT Management in Poland: Jacek Witkowski – Dyrektor Sprzedaży, 504 077 877, jwitkowski@billennium.pl

BLOOMING Technologies Sp. z o.o.

City of activity in Poland: Warsaw, Latchorzew Management in Poland: Jacek Sikora – Prezes Zarządu, 22 215 34 11, office@blooming.pl

Britenet Sp. z o.o.

Date started in Poland: 2006 Number of employees: 130 Specific services offered: IT(software development, testing) Management in Poland: Michał Borny, 665 512 797, michal. borny@britenet.com.pl; Tomasz Dziki, 609 742 895, tomasz.dziki@britenet.com.pl Expansion plans: Achieving 150 employees at the end of 2013, and 200 employees at the end of 2014. Start new

Manager’s Profile

OutsourcingPoland

Shared Services 2013

Dariusz Lis Poland Solution Center Director, Łódź Transition Technologies S.A. What does Transition Technologies do?

For over 20 years Transition Technologies S.A. (TT) has been specializing in building dedicated software solutions and outsourcing services.

Our software supports multiple industrial sectors worldwide from energy & gas, biotechnology, automotive, to aerospace & defense. Our outsourcing services cover a whole software development cycle, including trainings and consulting. That is why we mainly employ (over 400) software developers and engineers.

Have subsidies or incentives played a role in your location decisions?

Our solution centers are located in USA, Germany and 5 cites in Poland. TT is a Polish company with 100% of Polish capital, and at the same time we deliver over 70% of our products and services abroad. Subsidies/ grants are not playing a key role in investment decisions - we rather focus on locations where we can find talented workforce.

Close cooperation with research institutions and universities is also playing an important role. Cooperation ranges from joint research projects up to providing training and lectures on enterprise software development for students. Building solution centers around academic hubs is a natural choice for us.

How has your business changed in Poland over the last few years?

Over the last few years in TT we have broadened the portfolio of sectors, for example to include biotechnology, as well as the portfolio of technologies and platforms including mobile technologies and cloud-based solutions.

In the following years we will continue to support high-end solutions and services as well as operational excellence.

Our business expansion in the subsequent years will be defined by a combination of organic and external growth. Internally we will focus on commercialization of the

48

most innovative R&D projects; externally we will focus on new markets by engaging in strategic partnerships as well as mergers & acquisitions.

Do you provide external services to unrelated companies?

One of our centers located in Łódź (Poland Solution Center) is helping other companies worldwide create better products faster by implementing Product Lifecycle Management (PLM) software and process solutions.

Almost any industry that creates complex products will benefit from PLM, from the early stage of the concept design to servicing its products.

In the forthcoming years we will focus on leveraging our international expertise in PLM to support also industrial leaders in Poland.

Advice to other firms considering setting up BPO/SSC operations in Poland: A big part of the success of a new investment depends on building long-term relationships with local authorities and academic institutions that are vital to help shape education profiles that fit the business needs. An internally comprehensive cross-culture training for all stakeholders (in some cases including also a customer) is essential to improve communication and work efficiency by building engagement and motivation throughout the team.

How are your employee relations?

One of the criteria is the eagerness to learn and the ability to absorb and reuse knowledge,. Thus from the very beginning our employees are encouraged to grow and learn starting from technological aspects,

BST EURO-CENTRUM Management in Poland: 502 569 054, biuro@worldbrand.eu Business Consulting Solutions Management in Poland: 22 333 73 97, mail@bcs-solutions.pl C-Land Sp. z o.o.

Specific services offered: IT

through soft-skills, interpersonal skills, language skills, up to pure academic development (including PhDs). A crucial part is also the ability to create tools, methods and infrastructure inside the organization that would support learning and information exchange profile of generations X and Y at the same time.

To attract the best talents and realize their potential we will continue to focus on the aspects of management inside organization mentioned above including: • building feedback-intensive culture, • empowering employees to act and create informal events and organizations, including self-managed technical communities, • facilitating internal contests and challenges, • enablement of social collaboration on new ideas, process improvements and internal innovations including peer commenting and voting.

A challenging part is the art of combining continuous process improvements and standardized delivery excellence initiatives with ideas that stimulate creativity and originality.

You’ve been operating a long time in Poland. Any “keen” observations?

One of the surprising facts for us (and other foreign investors) is related to official statistics regarding the total number of students and graduates in the specific field of study in the region in Poland. They are overhyped several times. Usually official stats do not match the real numbers because most of the graduates are not sufficiently prepared even for the basic job and often are not seriously interested in pursuing a career in the chosen field of study. In case of TT, our initial recruitment initiatives show that only 5%-15% of all graduate candidates qualify for further recruitment. Unfortunately the quality of public and private education in Poland is slowly deteriorating.

Lis has an MSc in computer science, and for over 10 years has been involved in software development and solution architecture; for the last 6 years managing Poland Solution Center dedicated to PLM solutions at Transition Technologies in Łódź and Białystok.

BPO/SSC Companies in Poland

Carrywater Group SA Management in Poland: Paweł Biarda – Prezes Zarządu, 22 630 66 55, biuro@carrywater.com

Ericsson

Centrum Gospodarczego Doradztwa Strategicznego Sp. z o.o.

Country (HQ): Polska Management in Poland: 22 620 22 08, i.perlinski@cgds.com.pl

Euro-in i Partnerzy Sp. z o.o.

Management in Poland: 22 818 26 00, ba@euroin.pl

Citibank Europe PLC Poland Branch Country (HQ): USA Date started in Poland: 2005 Number of employees: 240 Specific services offered: Banking operations, transaction processing, fund services Management in Poland: Beata Skawińska City Group Sp. z o.o.

Management in Poland: Zbigniew Gasik Commercial Union Call center Country (HQ): UK Number of employees: 200 Specific services offered: CC, telemarketing Communication Service Sp. z o.o.

Management in Poland: 22 526 60 00, info@communication. com.pl Comp SA Management in Poland: 22 570 38 00, info@comp.com.pl Computer Associates Sp. z o.o.

Country (HQ): USA Specific services offered: IT Compuware Country (HQ): USA Number of employees: 160 Specific services offered: Business support, BI Comtica Sp. z o.o.

Specific services offered: IT Contact Center Sp. z o.o.

Country (HQ): France Date started in Poland: 1999 Number of employees: In Poland: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board ContactPoint Contract Administration CTM Teleperformance dcs.pl Sp. z o.o.

Management in Poland: 22 548 60 00, sales@dcs.pl Deloitte Management in Poland: 22 511 08 11, dpoland@deloitteCE. com Deloitte Audyt Sp. z o.o.

Management in Poland: 22 511 08 11 DHL Express Country (HQ): Germany Number of employees: 300 Specific services offered: CC Diehl Controls Country (HQ): Germany Specific services offered: F&A

Direct Communication Sp. z o.o.

Specific services offered: IT Dynamic Generation

Esselte

Euronet Worldwide Country (HQ): USA Number of employees: 120 Specific services offered: ATM service Europejski Fundusz Przedsiębiorczości Sp. z o. o.

Management in Poland: 22 562 31 62, info@efp.com.pl Eurotronic Sp. z o.o.

Management in Poland: 22 666 10 82, sales@eurotronic.net.pl Ever Grupa Sp. z o.o.

Management in Poland: 22 864 06 74, recepcja@grupaever. com.pl Evercom Management in Poland: 22 678 01 12, evercom@evercom.pl Exact Software Poland Sp. z o.o.

Country (HQ): Holland Number of employees: Specific services offered: IT Management in Poland: Exorigo Sp. z o.o.

Management in Poland: 22 551 45 82, sekretariat@exorigo.pl Extor Sp. z o.o.

Specific services offered: Accounting and financial services Management in Poland: 22 586 11 86, info@extor.pl Fingroup Polska Sp. z.o.o Management in Poland: 22 895 19 95, kontakt@fingroup. com.pl First Data (PolCard) Country (HQ): USA Number of employees: 180 Specific services offered: Card transactions FK SERWIS Sp. z o.o.

Management in Poland: 22 692 19 56, i.blachut@fkserwis.pl FPA Group GBI Spółka Sp. z o.o.

Management in Poland: 22 458 66 10,info@gbip.com.pl GDF IT Consulting Sp. z o.o.

Management in Poland: 22 847 00 91, info@gdfit.pl Gemius Number of employees: 35 Specific services offered: Insurance software development General Electric Country (HQ): USA Number of employees: 300 Specific services offered: R&D, design GlaxoSmithKline Date started in Poland: 2005 Number of employees: 18 Specific services offered: IT, CRM systems Goldman Sachs Date started in Poland: 2013 Specific services offered: IT

Grant Thornton FPA Outsourcing Sp. z o.o.

Date started in Poland: 2001 Number of employees: 70 Specific services offered: HR, accounting, tax advisory, consulting Management in Poland: Katarzyna Banach, 605 688 968, katarzyna.banach@pl.gt.com; Monika Smulewicz, 603 446 692, monika.smulewicz@pl.gt.com Groupe Laser Country (HQ): France Number of employees: 50 Specific services offered: Contact Centre Grupa Marketingowa TAI Sp. z o.o.

Management in Poland: 22 612 12 60, kontakt@tai.com.pl Grupa MGI Akcept Audyt Sp. z o.o.

Management in Poland: 22 654 91 05, mgiakcept@mgiakcept. pl Gtech (Lottomatica) Country (HQ): Italy Number of employees: 94 Specific services offered: ICT software development Guest-Tek Country (HQ): Canada Number of employees: 60 Specific services offered: ICT management Management in Poland: Healthcare Consultants Poland Sp. z o.o.

Management in Poland: 22 499 50 50, info@healthcare.pl Heuthes Sp. z o.o.

Specific services offered: IT Management in Poland: Hewitt Associates Sp. z o.o.

Management in Poland: 22 696 52 20, warsaw.crc@hewitt. com Hewlett-Packard Sp. z o.o.

Country (HQ): USA Specific services offered: IT Management in Poland: Hogart Sp. z o.o.

Country (HQ): USA Specific services offered: IT Hudson Sp. z o.o.

Management in Poland: 56 621 01 10, torun.sekretariat@ hudson.com Humax IBM Country (HQ): USA Number of employees: 500+ Specific services offered: Data mgmt outsourcing; Operations back-up center; Complex services for business clients Management in Poland: Jolanta Jaworska

Shared Services 2013

Dimar Number of employees: 60 Specific services offered: CC, telemarketing, operations

OutsourcingPoland

Capgemini Polska Sp. z o.o.

Date started in Poland: 1996 Number of employees: 4,700, of which 2,600 BPO, 1,600 IOS, 500 R&D Specific services offered: BPO: Finance & accounting, HR, Procurement, Customer care, ITO: Infrastructure outsourcing services, R&D: Software development Management in Poland: Joanna Nowocień

IDS Scheer Polska Sp. z o.o.

Specific services offered: +48 22 3181901 Management in Poland: 22 318 19 00, office@ids-scheer.pl IFS Country (HQ): Sweden Number of employees: 93 Specific services offered: IT support, software development IMPAQ Sp. zo.o.

Country (HQ): Germany Specific services offered: IT Independent Group Management in Poland: 22 622 67 09, box@independentgroup.pl Inforsys SA City of activity in Poland: Warsaw, Radzymin Management in Poland: 22 545 31 00, biuro@inforsys.pl

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BPO/SSC Companies in Poland Innovatika Sp. z o.o.

Management in Poland: 22 825 81 54, info@innovatika.com

InterGest Poland Sp. z o.o.

Management in Poland: 22 653 36 44, info@intergest.pl

IT ECS Sp. z o.o.

Management in Poland: 22 652 22 42, biuro@itecs.pl

Integral Technologies Sp. z o.o.

Management in Poland: 22 583 92 48, kontakt@integral-tech. pl

Intergraph Europe Country (HQ): USA Number of employees: Specific services offered: IT

Itella Information Sp. z o.o.

Date started in Poland: 1997 Number of employees: 230 Specific services offered: finance Management in Poland: Miikka Savolainen – Managing Director, miikka.savolainen@itella.com, 22 461 25 41

Intelace Research Marcin Mazurek Management in Poland: 22 408 66 20, info@intelace.com intelligence Sp. z o.o.

Management in Poland: 22 543 19 00, itelligence@itelligence. pl Intentia Country (HQ): Sweden Specific services offered: IT Inter Partner Assistance Number of employees: 30 Specific services offered: CC, telemarketing

IQFM Sp. z o.o.

Management in Poland: 22 895 26 10, iqfm@iqfm.pl IT Business Centre Management in Poland: 22 814 16 26, info@itbc.com.pl

IWNiSE Sp. z o.o. Instytut Wdrożeń Norm i Standardów Europejskich Management in Poland: 22 620 30 81, iso@iwnise.pl

IT Business Consulting Group Sp. z o.o.

Management in Poland: 22 444 17 00, itbcg@itbcg.pl

Javart Sp. z o.o.

Management in Poland: 22 696 87 00, javart@javart.com.pl

IT Commerce Sp. z o. o.

Management in Poland: 22 879 28 88, biuro@itcommerce.pl

Jones Lang LaSalle Group Services Sp z o.o.

Date started in Poland: 2007 Number of employees: 87 Specific services offered: F&A

OutsourcingPoland

Shared Services 2013

Manager’s Profile Paul Norris Director, Regional Head of IT Credit Suisse CoE, Wroclaw Credit Suisse (Poland) Sp. z o.o.

What is CS doing in Poland?

Credit Suisse originally set up an office in Wroclaw, Poland, in the summer of 2007 in order to create a shared services center for various operational processes related to our Private Banking business. Today, our center of excellence (CoE) in Wroclaw houses an HR Service Center that services the EMEA region. It also delivers services for a wide range of businesses at Credit Suisse, including Investment Banking Operations, Investment Banking Product Control, IT, Quantitative Strategies (QS) and General Counsel. In Wroclaw, we also have R&D activities for both IT & QS. Explain why your company set up operations in Poland.

Credit Suisse selected Wroclaw as a location for its center of excellence for several reasons.

Wroclaw is Poland’s second financial center, so it made sense to have a local presence. Wroclaw is home to more than 30 institutions of higher learning. Not only is there a broad availability of talent; the quality is also very high. Poland’s location is ideal: our center of excellence in Wroclaw is in the same timezone as our Swiss and London hubs. This allows teams throughout EMEA to work more closely together with their colleagues in Poland to service clients.

Six years after setting up our center of excellence in Wroclaw, we believe the CoE poses a unique competitive advantage for Credit Suisse. It is an important part of our European business.

Please tell us about any specific grants you’ve received.

Credit Suisse has recently been awarded an EU grant to assist in the build-out of IT/QS R&D services. However, we did not consider

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products, services or processes to Poland, make sure you know well in advance the key skills you will need and whether the local market provides the depth of resources for those skills.

That said, be prepared to train. Don’t be too specific about the type of skills and experience you will need. Think more in terms of how specific skills are part of a broader competency that can be scaled up.

Get your message out. If your brand is unknown in the market, people can be sceptical. Marketing, advertising and being present at universities, job fairs, and seminars can be an effective way to build visibility and trust in the community.

this factor when we selected Wroclaw back in 2007.

How will your business change in the next few years?

Over the last two years, our center of excellence in Wroclaw has grown rapidly. To give you an example: In 2012 we opened a brand-new IT center, which will become a world-class environment for banking software development and risk management for Credit Suisse. In the next two years, we expect the Wroclaw CoE’s growth to continue, and then to subsequently stabilize.

We will continue to look into opportunities to move services and processes from our EMEA hubs to our CoE in Wroclaw.

Specific advice to other firms considering to set up BPO/SSC operations in Poland: Make sure you have a robust recruitment strategy in place. Before deciding to move

Employee issues: The number of our employees in Wroclaw has grown from 24 in 2007 to approximately 1,700 today. This makes the Wroclaw CoE Credit Suisse’s second-largest office in the EMEA region. There is a very strong talent pool in Wroclaw, especially in such specialized areas such as science, math, statistics, computer science and engineering. People are generally well educated. From our experience in Wroclaw, continued investment in your resources is paramount. This should include soft skills, language courses, personal development / effectiveness and business / technical training.

Specific cost savings?

Clearly, the same resource in Poland is cheaper than if we would hire that resource in our hubs in London and Switzerland. But Credit Suisse did not move services and processes to Wroclaw purely to reduce cost.

Speed, quality, standardization and specialization of traditional processes, the opportunity to achieve economy-of-scale benefits for certain processes, the availability of specialized talent, and process innovation all play a huge role as well.

BPO/SSC Companies in Poland Progress Software Sp. z o.o.

Country (HQ): USA Specific services offered: IT

Microsoft Sp. z o.o.

Country (HQ): USA Specific services offered: IT

Prokom Software SA Specific services offered: IT

Kid Management in Poland: 22 652 15 25, kid@kid.com.pl

MKJ Sp. z o.o.

Specific services offered: IT

Kloepfel Consulting Sp. z o.o.

Management in Poland: 22 405 25 10, j.markiewicz@kloepfelconsulting.com

Mobica Country (HQ): UK Number of employees: 70 Specific services offered: IT

Koncept 4U Sp. z o.o.

City of activity in Poland: Warsaw, Łomianki Management in Poland: 22 751 84 00, biuro@koncept4u.pl KONSALNET HOLDING SA Management in Poland: 22 560 50 00, centrala@konsalnet. com.pl Korycka, Budziak & Audytorzy Management in Poland: 22 522 23 90, kba@kba.com.pl Krajowa Izba Gospodarcza Elektroniki i Telekomunikacji Management in Poland: 22 840 65 22, kigeit@kigeit.org.pl Lawson Software Country (HQ): UK Number of employees: Specific services offered: IT Liberty Mutual Country (HQ): USA Number of employees: 70 Specific services offered: CC, telemarketing

NextiraOne Polska Management in Poland: 22 553 55 00, nextiraone@nextiraone.pl Océ Poland Octagonet SA Management in Poland: 22 330 98 30, info@octagonet.com Omnikom Sp. z o.o.

City of activity in Poland: Warsaw, Milanówek Management in Poland: 22 545 03 70, biuro@omnikom.pl Opera Software Oracle Poland Sp.z o.o.

Country (HQ): USA Specific services offered: IT OSG Records Management Outsource Center Poland

Lionbridge Country (HQ): USA Number of employees: 200 Specific services offered: Testing, location, software development

Outsourcing Experts Date started in Poland: 2011 Number of employees: 10000 Specific services offered: Document management, Outsourcing of sales and marketing support processes, call center, e-commerce, back-office Management in Poland: Konrad Rochalski, 22 595 40 59, kontakt@oex.pl

Logitel Sp. z o.o.

Management in Poland: 22 339 38 80, logitel@logitelpolska.pl

P.B.A. Doradztwo Personalne Sp.j. Jarosz Bąkiewicz Management in Poland: 22 869 97 00, warszawa@pba.com.pl

M2 Net SA Specific services offered: IT

P4 PlayMobile Number of employees: 54 Specific services offered: CC, telemarketing

Linea Directa Communications

Macrologic SA Specific services offered: IT MAD System Sp.j. D.Dziewanowski, M.Grzybowski Management in Poland: 22 696 44 77, office@madsystem. com.pl

Partner Holding Management Sp. z o.o.

Management in Poland: 22 835 84 52, kontakt@partnerholding.pl PayrollCenter

Mago Sp. z o.o.

Management in Poland: 22 654 81 31, mago@biuropl.pl

PBS Polska Sp. z o.o.

Management in Poland: 22 870 06 06, info@pbspolska.com.pl

Management Data Systems Sp. z o.o.

Management in Poland: 22 571 24 50, kontakt@mds.com.pl

Pharmaceutical Research Associates Country (HQ): USA Number of employees: 22 Specific services offered: Clinical research

Matrix.pl SA Specific services offered: IT MC Stone Consulting Management in Poland: 22 499 08 98, mcstone@mcstone.pl McKinsey & Company Poland Sp. z o.o.

Management in Poland: 22 8205700 MCX Systems Sp. z o.o.

Specific services offered: IT Mellon Country (HQ): USA Date started in Poland: 2006 Number of employees: 834 Specific services offered: IT, Call center, Outsourcing Management in Poland: Gregorios Kotoulas, 22 572 53 00, g.kotoulas@mellon.com.pl

PLL LOT Number of employees: 60 Specific services offered: CC Process Solutions Sp. z o.o.

Specific services offered: Steven Foster Management in Poland: 22 695 02 95, info-pl@ps-bpo.com

PROTOSS Sp. z o.o.

Management in Poland: 22 830 72 40 Provident Poland Country (HQ): UK Number of employees: 420 Specific services offered: CC, telemarketing PTC Number of employees: 1650 Specific services offered: CC PTK Centertel / Orange Number of employees: 1750 Specific services offered: CC PwC Polska Sp. z o.o.

Management in Poland: 22 523 40 00, pwcpolska@pl.pwc. com PZU Centrum Operacji Qumak-Sekom SA Specific services offered: IT R & S LIMIT Sp. z o.o.

City of activity in Poland: Warsaw, Piaseczno Management in Poland: 22 737 14 70, info@rslimit.pl Randstad Payroll Solutions Sp. z o.o.

Date started in Poland: 1998 Number of employees: 100 Specific services offered: HR solutions Management in Poland: Katarzyna Plucińska, 22 462 25 56, katarzyna.plucinska@pl.randstad.com RBS Country (HQ): Holland Number of employees: 620 Specific services offered: SSC: F&A+IT Renault Date started in Poland: 1996 Number of employees: 28 Specific services offered: Training, consulting Roche Country (HQ): Szwajcaria Number of employees: 220 Specific services offered: Software development Rodan Systems SA Specific services offered: IT

Shared Services 2013

Kancelaria Podatkowa Beata Kuszewska i Wspólnicy Sp. z o.o.

Management in Poland: 22 844 55 54, biuro@kancelariapodatkowa.com

MGG Management in Poland: 22 823 92 42, biuro@mgg-conferences.pl

OutsourcingPoland

Management in Poland: Marta Rejman, 22 318 00 40, marta. rejman@eu.jll.com

Roedl Outsourcing RR Donnelley Document Solutions Sp. z o.o.

Management in Poland: 22 820 93 00 S&T Services Poland Sp. z o.o.

Country (HQ): Austria Specific services offered: IT Sage Sp. z o.o.

Country (HQ): UK Specific services offered: IT Sales Service Sp z. o. o.

Management in Poland: 22 612 30 01, biuro@salesservice.pl

Procter&Gamble Country (HQ): USA Number of employees: 200 Specific services offered: IT Management in Poland: Piotr Biniewicz

Samsung Electronics Poland Country (HQ): Korea Pd. Number of employees: 200 Specific services offered: Software development for ICT& TV SAT

Prodemio Sp. z o.o. Regus Business Center Warszawa Management in Poland: sekretariat@prodemio.pl

SAS Institute Country (HQ): USA Number of employees: 30

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BPO/SSC Companies in Poland Specific services offered: BI Schneider Electric Sellpoint Sp. z o.o.

Management in Poland: 22 482 02 86, piotr.wojtowski@ sellpoint.pl SERCOM SOLUTIONS LIMITED Sp. z o.o. Oddział w Polsce City of activity in Poland: Warsaw, Błonie Management in Poland: 42 203 45 00, piotr.ortyl@sercomsolutions.ie

OutsourcingPoland

Shared Services 2013

Signity SA Number of employees: Specific services offered: IT Sii Sp. z o.o.

Date started in Poland: 2006 Number of employees: 310 Specific services offered: IT Management in Poland: Krzysztof Krężel, 22 486 37 37, informacja@pl.sii.eu Expansion plans: Oddział Sii w Warszawie planuje zatrudnić w ciągu roku 100 osób. Planuje także umacniać i rozwijać współpracę w firmami w sektorach: publicznym, bankowym, energetycznym, gazowym, telekomunikacyjnym oraz w przemyśle. Będziemy rozwijać kompetencje w zakresie: wdrożeń systemów typu BPM, platform integracyjnych, tworzenia aplikacji dedykowanych, wdrożeniach systemów CRM i ERP, testach, utrzymaniu aplikacji IT. Simple SA Specific services offered: IT Sitel Country (HQ): USA Number of employees: 450 Specific services offered: CC, telemarketing

Tieto Poland Sp.z o. o.

City of activity in Poland: Warsaw Country (HQ): Finland Date started in Poland: 2006 Number of employees: about 1100 employees Specific services offered: IT services, R&D services, Industry specific Management in Poland: Ireneusz Miski – Prezes Zarządu,Country Manager Poland, Finance Partner Tieto New Markets, Lucyna Chwastowska – Członkini Zarządu, Director Devices R&D Eastern Europe, Michał Szostkowski – Członek Zarządu , Country HR Manager TIM Outsourcing Piotr Kałużny Sp.k.

Management in Poland: 22 203 30 00, info@timoutsourcing. com TMF Polska Sp. z o.o.

Management in Poland: 22 456 45 00, poland@tmf-group. com TNT Express Transcom Transition Technologies SA Management in Poland: 22 331 80 20, tt@tt.com.pl Update CRM Sp. z o.o.

Country (HQ): Austria Specific services offered: IT Wapro Sp. z o.o.

Specific services offered: IT

Skyline Investment SA Management in Poland: 22 649 25 78, info@skyline.com.pl

Warsaw Software Group Sp. z o.o.

Specific services offered: IT

Softlab Trade Sp. z o.o.

Specific services offered: IT Management in Poland: -

Webtel Sp. z o.o.

Specific services offered: IT

Softomasz S.c.

Management in Poland: 22 576 82 00, biuro@softomasz.pl Softtutor Consulting Sp z o.o.

Management in Poland: 22 643 89 69, biuro@softtutor.com.pl SR Poland StatConsulting Sp. zo.o.

Management in Poland: 22 499 45 31, info@statconsulting. com.pl Supremis Sp. z o.o.

City of activity in Poland: Warsaw, Piaseczno Management in Poland: 22 292 75 00, info@supremis.pl Sygnity Number of employees: 40 Specific services offered: Management process support Symantec Country (HQ): USA Number of employees: 13 Specific services offered: IT tech support Synergy Polska Sp. z o.o.

Management in Poland: 22 742 12 12, office@synergy.pl

Wipro Poland Sp. z o.o.

Date started in Poland: 2008 Number of employees: 300 Specific services offered: BPO F&A, BPO HRO, IT Developement Centre, SAP applications support, Banking BPO services Management in Poland: Robert Góra, 795 165 821, robert. gora@wipro.com Xerox Sp. z o.o.

Country (HQ): USA Date started in Poland: 2003 Number of employees: 300+ Specific services offered: IT, Managed Print Services Management in Poland: Kinga Piecuch, Bogusław Ciepłucha, Dariusz Gopsz Expansion plans: Yellow Media Group Management in Poland: 22 621 33 10, info@yellowmg.com Wrocław ACN Country (HQ): USA Date started in Poland: 2006 Specific services offered: BPO (contact centre) Management in Poland: Marek Przybylski

Technicolor Management in Poland: Michał Wierzbowski, 22 321 43 43, michal.wierzbowski@technicolor.com

Atos Country (HQ): Germany Date started in Poland: 2009 Specific services offered: R&D IT Management in Poland: Piotr Krzysztofik

Teleperformance Polska Date started in Poland: 1997 Number of employees: 350

Becton Dickinson Country (HQ): USA Date started in Poland: 2012

Tchibo

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Specific services offered: Contact Center, BPO Management in Poland: Mariusz Odkała, 22 519 77 00, m.odkala@teleperformance.pl; Robert Ciuraszkiewicz, 22 519 77 00, r.ciuraszkiewicz@teleperformance.pl Expansion plans:

Specific services offered: BPO (HR) Management in Poland: Wim De Jonge BL Stream Country (HQ): Finland Date started in Poland: 1999 Specific services offered: IT Management in Poland: Piotr Anioła BNY Mellon Country (HQ): USA Date started in Poland: 2008 Specific services offered: BPO (F&A) Management in Poland: Martin Ring Capgemini, Software Solutions Center Country (HQ): France Date started in Poland: 2004 Number of employees: 500 Specific services offered: Systemy IT, SAP Management in Poland: Piotr Poprawski, piotr.poprawski@ capgemini.com Expansion plans: Wrocławskie centrum dynamicznie rozwija skalę działania w Polsce, zwiększając zarówno zakres usług świadczonych na rzecz aktualnych klientów, jak i rozszerzając portfolio firm obsługiwanych przez polską jednostkę. W związku z rozwojem, Software Solutions Center intensyfikuje procesy rekrutacyjne i tylko w tym roku zamierza zatrudnić dodatkowych 100 pracowników. Poszukiwani są przede wszystkim programiści JAVA, konsultanci SAP BI, inżynierowie wsparcia aplikacji oraz analitycy.

Casus Finance Date started in Poland: 1997 Specific services offered: BPO (HR, IT, F&A) Management in Poland: Adrian Marszałek Catlin Country (HQ): UK Date started in Poland: 2013 Specific services offered: BPO (F&A) Center of Excellence CREDIT SUISSE (Poland) Sp. z o.o.

City of activity in Poland: Wrocław, Dolny Śląsk Country (HQ): Szwajcaria Date started in Poland: 2007 Number of employees: 564 Specific services offered: Finance & Accounting, HR, Procurement, Customer Service, Financial Services, Knowledge Process Outsourcing, IT Support, Reporting, Design & Publishing Services Management in Poland: Arthur Baenziger Central Europe BPO Country (HQ): USA Credit Safe Number of employees: 50 Specific services offered: R&D in Financial Creditsafe Country (HQ): Wielka Brytania Specific services offered: BPO Diehl Controls Country (HQ): Germany Number of employees: 65 Specific services offered: R&D (Whitegoods) Management in Poland: Juergen Hirath Dolby Country (HQ): USA Date started in Poland: 2012 Specific services offered: R&D Management in Poland: Łukasz Bratek Enabledware Country (HQ): USA Specific services offered: BPO Ernst&Young Date started in Poland: 2011 Number of employees: 200 Specific services offered: Finance

BPO/SSC Companies in Poland Management in Poland: Dariusz Sus, 883 326 888 Espotel Country (HQ): Finland Date started in Poland: 2010 Specific services offered: R&D Management in Poland: Maciej Sibiński Fagor Mastercook Country (HQ): Spain Number of employees: Specific services offered: R&D (Whitegoods) Management in Poland: Ireneusz Bartnikowski

OutsourcingPoland

Shared Services 2013

Geoban S.A. Spółka Akcyjna Oddział w Polsce Country (HQ): Spain Date started in Poland: 2008 Number of employees: 600 Specific services offered: Banking operations – Santander group shared services Management in Poland: Raimo Kesti – General Manager, rkesti@geoban.es, mobile: 519 517 574 getsix Sp. z o.o.

Date started in Poland: 2004 Number of employees: 50 Specific services offered: Accountancy, Finance, IT Systems, Consulting Management in Poland: Monika Martynkiewicz-Frank, 71 388 13 00, monika.frank@getsix.pl; Claus Frank, 71 388 13 00, claus.frank@getsix.pl Global e-Business Operations Sp. z o.o.

(Hewlett-Packard) Country (HQ): USA Date started in Poland: 2005 Number of employees: 2100 Specific services offered: Advanced Business Services including: Finance & Administration, HR, Procurement Administration, Marketing Management in Poland: Agnieszka Orłowska Globalne Centrum Biznesowe HP (Global eBusiness Operations Sp. z o.o.)

Country (HQ): USA Date started in Poland: 2005 Number of employees: 2500 Specific services offered: Finanse i księgowość, HR, kadry i płace, Marketing, Zarządzanie łańcuchem dostaw Management in Poland: Agnieszka Orłowska, Agata Dopieralska Google Country (HQ): USA Date started in Poland: 2007 Specific services offered: BPO (marketing) Management in Poland: Radosław Kokot Hicron Date started in Poland: 2006 Specific services offered: ITO Management in Poland: Bartosz Fudala IBM Global Services Delivery Centre Poland Sp. z o.o.

Country (HQ): USA Date started in Poland: 2010 Number of employees: 2000 Specific services offered: SSC IT Management in Poland: Stefan Stangret Impel Date started in Poland: 1991 Specific services offered: BPO (HR, IT, F&A) Management in Poland: Grzegorz Dzik Infusion Country (HQ): USA Date started in Poland: 2012 Specific services offered: ITO Irevna Country (HQ): India Number of employees: Planned 100 Specific services offered: KPO Center (Mathematics)

54

JP Weber Country (HQ): Germany Date started in Poland: 2004 Specific services offered: BPO (F&A) Management in Poland: Marcin Dudarski KPIT Cummins Country (HQ): India Number of employees: 40 Specific services offered: Accounting Center Kruk Date started in Poland: 1998 Specific services offered: BPO (F&A) Management in Poland: Piotr Krupa Luxoft Country (HQ): Russia Date started in Poland: 2013 Specific services offered: ITO Management in Poland: Przemek Berendt McKinsey&Company Country (HQ): USA Number of employees: Planned 100 Specific services offered: KPO Management in Poland: Mark Lobo Minetronics Country (HQ): Germany Date started in Poland: 2008 Specific services offered: R&D Management in Poland: Christoph Müller Mphasis Country (HQ): India Specific services offered: HR, Accounting Nokia Siemens Networks Country (HQ): Finland Number of employees: 900 Specific services offered: IT R&D Management in Poland: Bartosz Ciepluch Opera Software Country (HQ): Norway Number of employees: 150 Specific services offered: IT R&D Management in Poland: Erik Harrell PNC (PFPC) Country (HQ): USA Number of employees: 200 Specific services offered: BPO (Finance) PPG Country (HQ): USA Date started in Poland: 2010 Specific services offered: R&D Management in Poland: Anna Łatoszyńska QAD Country (HQ): USA Number of employees: 50 Specific services offered: R&D Management in Poland: Jarosław Jaśkiewicz Qatar Airways Country (HQ): Qatar Date started in Poland: 2012 Specific services offered: BPO (contact centre) Management in Poland: Dorota Kowalewska Qiagen Country (HQ): Germany Date started in Poland: 2012 Specific services offered: BPO (F&A) Management in Poland: Małgorzata Karpińska Randstad Payroll Solutions Sp. z o.o.

Date started in Poland: 1998 Number of employees: 50 Specific services offered: Payroll and HR file administration Management in Poland: Sylwester Czarnecki – Senior Sales Manager, sylwester.czarnecki@pl.randstad.com;

Katarzyna Plucinska – Managing Director, katarzyna. plucinska@pl.randstad.com REC Global Date started in Poland: 2007 Specific services offered: IT Management in Poland: Krzysztof Kuliński Redknee Country (HQ): Canada Date started in Poland: 2013 Specific services offered: R&D IT Management in Poland: Józef Augustynów Remy International Country (HQ): USA Specific services offered: R&D (Automotive) Research & Engineering Center Sp. z o.o.

Date started in Poland: 2007 Number of employees: 222 Specific services offered: IT, Software development services Management in Poland: Krzysztof Kuliński, Małgorzata Rak, Seweryn Krajewski Rinf Date started in Poland: 2003 Specific services offered: ITO Management in Poland: Aleksander Lewicki Ruukki Country (HQ): Finland Date started in Poland: 2005 Number of employees: 50 Specific services offered: BPO (F&A) Santander Consumer Bank Country (HQ): Spain Number of employees: Planned 300 Specific services offered: BPO Management in Poland: Sebastian Łękawa Siemens AG Country (HQ): Germany Number of employees: 50 Specific services offered: R&D IT(Software) Management in Poland: Henryk Wójcik Sii Sp. z o.o.

Date started in Poland: 2009 Number of employees: 190 Specific services offered: IT Management in Poland: Paweł Maksymczak, 71 758 22 90, informacja-wroclaw@pl.sii.eu Expansion plans: Odział Sii we Wrocławiu planuje zatrudnić w nadchodzącym roku ok. 100 osób. W związku z nawiązaniem współpracy z kilkoma firmami w USA będzie wzmacniał ten kierunek ekspansji zagranicznej.

Na rynku dolnośląskim fokusuje się na klientach z branży motoryzacyjnej, telekomunikacyjnej, bankowej i produkcyjnej. Sii Wrocław planuje nad rozwijaniem kompetencji w aplikacjach mobilnych i ECM. SMT Date started in Poland: 2002 Specific services offered: IT Management in Poland: Sebastian Łękawa Techland Date started in Poland: 1991 Specific services offered: IT Management in Poland: Paweł Marchewka Tequila Mobile Date started in Poland: 2008 Specific services offered: IT Management in Poland: Wojciech Woziwodzki Tieto Poland Sp.z o. o.

Country (HQ): Finland Date started in Poland: 2008 Number of employees: May 2011- 1100 employees Specific services offered: IT services, R&D services, Industry specific Management in Poland: Ireneusz Miski – Prezes Zarządu,Country Manager Poland, Finance Partner

BPO/SSC Companies in Poland Tieto New Markets, Lucyna Chwastowska – Członkini Zarządu, Director Devices R&D Eastern Europe, Michał Szostkowski – Członek Zarządu , Country HR Manager UPS Country (HQ): USA Number of employees: 316 Specific services offered: Accounting Management in Poland: Joerg Keitel Viessmann Country (HQ): Germany Date started in Poland: 2012 Specific services offered: R&D Management in Poland: Łukasz Wierzchowski

Shared Services 2013

Volvo Country (HQ): Sweden Date started in Poland: 2004 Number of employees: 500 (100 in IT) Specific services offered: Accounting, administration, IT Management in Poland: Bengt Lundström Wabco Country (HQ): USA Number of employees: 40 Specific services offered: R&D (Automotive) Management in Poland: Sean Brown Whirlpool Country (HQ): USA Number of employees: 100 Specific services offered: R&D (Whitegoods) Management in Poland: Marian Sepesi Wipro Country (HQ): India Number of employees: 150 Specific services offered: HR Service Center Other

OutsourcingPoland

Contact Center Liberty City of activity in Poland: Bytom Country (HQ): Contact Center Sp. z o.o.

City of activity in Poland: Ciechanów Country (HQ): France Date started in Poland: 1999 Number of employees: In Poland: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board TRW Automotive City of activity in Poland: Częstochowa Country (HQ): USA Date started in Poland: 2007 Number of employees: 190 Specific services offered: Accounting services Management in Poland: Robert Głowacki, 34 390 26 00, robert.glowacki@trw.com Alstom City of activity in Poland: Elbląg Best S. A. City of activity in Poland: Elbląg Contact Center Sp. z o.o.

City of activity in Poland: Elbląg Country (HQ): France Date started in Poland: 1999 Number of employees: In Poland: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board Info Power Sp. z o.o.

City of activity in Poland: Elbląg Date started in Poland: 2000 Number of employees: 42 Management in Poland: Jacek Makarewicz- Prezes Zarządu,

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Jerzy Olszewski – Wiceprezes Zarządu Opegieka Sp. z o.o.

City of activity in Poland: Elbląg Date started in Poland: 1989 Number of employees: 106 Management in Poland: Florian Romanowski – Prezes Zarządu, Sławomir Świderski – Wiceprezes, Adam Augustynowicz – Wiceprezes Faurecia City of activity in Poland: Grójec Country (HQ): France Number of employees: 100 Specific services offered: R&D Philips City of activity in Poland: Kętrzyn Country (HQ): The Netherlands Specific services offered: R&D arvato services (branch of Bertelsmann Media Sp. z o.o.)

City of activity in Poland: Konin Date started in Poland: 2010 Specific services offered: BPO – telesales Contact Center Sp. z o.o.

City of activity in Poland: Krosno Country (HQ): France Date started in Poland: 1999 Number of employees: In Poland: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board TIM Outsourcing City of activity in Poland: Lębork Country (HQ): Finland Date started in Poland: 2012 Number of employees: 115 Specific services offered: F&A Calling Poland City of activity in Poland: Mierzyno Specific services offered: Call Center Orange City of activity in Poland: Mierzyno Country (HQ): France Specific services offered: Call Center Sonion City of activity in Poland: Mierzyno Country (HQ): Denmark Specific services offered: F&A LG Electronix City of activity in Poland: Mława Country (HQ): South Korea Specific services offered: R&D Cooper-Standard City of activity in Poland: Myślenice Country (HQ): USA Specific services offered: R&D Centrum Rozliczeniowe Banku CITI Handlowego City of activity in Poland: Olsztyn Transcom Worldwide Poland Sp. z o.o.

City of activity in Poland: Olsztyn Number of employees: more than 250 France Telecom City of activity in Poland: Olsztyn Country (HQ): France Specific services offered: Call center Phillips City of activity in Poland: Piła Country (HQ): The Netherlands Specific services offered: R&D

Humax City of activity in Poland: Pruszcz Gdański Country (HQ): South Korea Specific services offered: R&D Contact Center Sp. z o.o.

City of activity in Poland: Rawa Mazowiecka Country (HQ): France Date started in Poland: 1999 Number of employees: In Poland: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board Pilkington Automotive City of activity in Poland: Sandomierz Country (HQ): Japan Atena City of activity in Poland: Sopot Date started in Poland: 1991 Number of employees: 500 Specific services offered: IT Blue Media City of activity in Poland: Sopot Date started in Poland: 1999 Number of employees: 300 Specific services offered: IT Goyello City of activity in Poland: Sopot Country (HQ): Holland Number of employees: 40 Specific services offered: IT Management in Poland: Peter Horsten – CEO Contact Center Sp. z o.o.

City of activity in Poland: Sosnowiec Country (HQ): France Date started in Poland: 1999 Number of employees: In Poland: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board Sitel City of activity in Poland: Tarnowskie Góry Country (HQ): Poland Number of employees: 11 Specific services offered: BPO Call Centre Management in Poland: Danuta Paruzel – President Contact Center Sp. z o.o.

City of activity in Poland: Tczew Country (HQ): France Date started in Poland: 1999 Number of employees: In Poland: 5915 Specific services offered: Telesales, sales support, databases, call centre, etc.

Management in Poland: Jakub Kłoczewiak – President of the Management Board EATON AUTOMOTIVE City of activity in Poland: Tczew Country (HQ): USA Date started in Poland: 2005 Number of employees: 10 Specific services offered: R&D Witax City of activity in Poland: Tczew Date started in Poland: 2010 Number of employees: 20 Specific services offered: F&A Orange City of activity in Poland: Tychy Number of employees: 100-200 Specific services offered: SSC ABD City of activity in Poland: Zielona Góra

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OutsourcingPoland 2013

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Winners awarded in 17 categories: Poland Outsourcing and Shared Services Awards Gala

At the Awards Gala on 7 February in Warsaw at the Hotel Intercontinental, 17 companies, cities and individuals were distinguished for their exceptional performance. More than 240 guests – including 8 Mayors and Vice-Mayors – attended the Awards Gala and Forum, which singled out Winners from 125 nominations. In a tough competition among world-class firms, the following firms took first place:

Best Employer of the Year – Shared Services

Best Shared Services firm of the year

Credit Suisse

Lifetime Achievement Award

Best Recruitment Firm of the Year

Romek Lubaczewski, PwC

Final Winners:

Green Towers

State Street Services (Poland)

Hays Poland Business Centre Manager of the Year

Scott Newman - State Street Services Best Professional Advisory Services Firm

PwC Best new office development for Business Services

Top CSR initiative of the Year

Top Developer of the Decade

Poza Horyzonty (UBS, Luxoft, Radisson Blu, Miasto Krakow)

Skanska Property Poland

Best University-Business cooperation

Katowice

Say YES! – ASPIRE

Best City of the Year

Top Public Sector Outsourcing initiative

TriCity

“New Government Administration” ARAW/Ministry of Administration

Krakow

Best Employer of the Year – BPO/ Outsourcing

Playsoft

Alexander Mann Solutions

Alexander Mann Solutions

Newcomer City of the year

Best-Performing City of the Decade Most unique services provider Best BPO firm of the year

The inaugural event, MC’ed by Thom Barnhardt of BiznesPolska and Ewa Kotlewska of Onet, attracted lots of international guests, including from the United States, the United Kingdom, Germany, Canada, Holland, France, Finland, India, Sweden, Norway, Switzerland, Austria and Lithuania.

Firms attending included Accenture, Wipro, HP, Genpact, Dalkia, Luxoft, Tata, CapGemini, Hays, HedgePole, Devonshire, ASPIRE, Domanski, BNP Paribas, ABSL, PS-BPO, Mellon, MAN Accounting Centre, Randstad, Ipopema Business Consulting, Jones Lang Lasalle, World BPO, Itella, Boston Consulting Group, State Street, Credit Suisse, Skanska, PAIZ, Philips, Transparent, UBS, Tieto, EXL, Alexander Mann, Professional Outsourcing UK, Grant Thornton, Connectis, Swede Center, TPA Horwath, Citibank, Echo Investment, and many more.

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CEE Outsourcing and Shared Services Awards Gala

Ser vices

6 February, 2014 BiznesPolska and BizPoland Magazine are proud to host the second annual CEE Outsourcing and Shared Services Awards Gala (previously named “Poland Outsourcing Awards”).

Central and Eastern Europe (CEE) is well-established as a world-class destination for Shared Services centres and BPO investment. With Poland the strongest location in the region, other countries such as the Baltics, Czech Republic and Romania are important investment destinations.

Global outsourcing firms, business services projects and sector professionals will be presented with awards of acknowledgment - by an independent jury from the industry - for their contribution to the development of the business services sector in CEE for 2013.

This year we are planning on over 250 guests with more than 50 being international firms interested in setting up or expanding their business services centres in central Europe. The awards gala will be preceded by a half-day of discussion panels covering the shared services and outsourcing sector.

The gala and day forum provide an excellent opportunity to make new contacts and renew existing business relationships in a pleasant and social environment.

For full details about Attendance or Sponsorship

www.CEEOutsourcingAwards.com Chambers of Commerce supporting the event: British, Canadian, Scandinavian, and American.

Premier Partners and Sponsors: Premier Partners: City of Lublin; Skanska Property Associate Sponsors: City of Kielce; Kielecki Centrum Biznesowe; City of Katowice; City of Krakow Strategic Partners: ASPIRE; ABSL Awards Sponsors: Kinnarps; Antal International; Swede Center; Transparent; Connectis; MyBenefit; HedgePole.

International Supporters: World BPO – USA; Outsourcing Verband – Germany; Professional Outsourcing – UK; EOA – France.

Media Partners: BiznesPolska.pl; BizPoland Magazine; Europaproperty; Harvard Business Review.

Audit Partner: TPA Horwath The date for next year’s event Poland (and CEE) Outsourcing and Shared Services Awards Gala – has been announced: 6 February 2014. n