Outsourcing&More #33 (2/2017) - March-April 2017 by Pro Progressio

INTRODUCTION

Editor-in-chief Dymitr Doktór d.doktor@proprogressio.pl Managing Editor Kamila Cyranowicz kamila.cyranowicz@proprogressio.pl DTP Dariusz Skuza Advertising reklama@outsourcingandmore.pl Published by PRO PROGRESSIO

Dear Readers, First two months of 2017 are already behind us and so is the new issue of Outsourcing&More. Taking into consideration all opinions we have received so far it looks like you like the new format and we also got new group of readers. In the March edition of Outsourcing&More we are coming back to The BSS Forum and Outsourcing Stars Gala – the most important BSS industry events organized in Poland in the beginning of 2017.

Editorial address ul. Dolna 21b/40 00-773 Warszawa www.proprogressio.pl

P: +48 22 213 02 45 F: +48 22 213 02 49 redakcja@outsourcingandmore.pl www.outsourcingandmore.pl Print Drukarnia Jantar

We are extending the co-operation with sourcing and outsourcing organizations as well as business organizations who operate in Europe to help you to get as many global services industry information as it is only possible. Among many interesting stories – Kerry Hallard from Global Sourcing Association UK writes about “Sourcing. Re-Imagined”, Laisvis Makulis from Invest Lithuania presents Kaunas – new BSS location in Lithuania and Loredana Niculae from NNC Services describes Romania, as the land of all possibilities in outsourcing.

An electronic version of the Magazine see the website www.outsourcingandmore.pl

The main interview of this Outsourcing&More edition we have with Till Hahndorf from BW Business Bridge. Germany is this country in Europe, BPO and ITO companies and more and more interested in. Till, who was one of the speakers at the BSS Forum in Poland organized in late January 2017 is sharing some tips of how to work with German Market.

In the HR Reports section, we have a pleasure to present the comments and summary coming from the newest report prepared by Grafton Recruitment. From this article you may find out the trends and levels of growth in the salaries on mulitilingual positions in Polish BPO/SSC industry. Thanks to OutsourcingPortal.eu we are also able to share with you hot news from business, HR and Real Estate areas. We also continue the cycle of Monika Reszko feuilletons, which this time is titled “Prevention, promotion, that is pursuance and avoidance within the context of well-being”. Thank you for being with us. Dymitr Doktór Editor in Chief @DymitrDoktor

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Selected photos come from shutterstock.com website Circulation 3,000 copies

The views expressed in this publication as well as the content of the adverts are not necessarily those of the editor. Partners

AUTHORS Damian Kędziora • Till Hahndorf • Kerry Hallard • Viktoria Topol • Agni Zygner • Karina Trafna • Aleksandra Krawsz • Aleksandra Pytka • Loredana Niculae • Laisvis Makulis • Radosław Walas • Anna Mielczarek • Monika Reszko • Dominika Śliżewska-Wróbel • Rafał Glogier-Osiński.

SPIS TREŚCI

BUSINESS

Market news

Academic insights on the Service Offshoring Industry’s Challenges The dynamic growth of service offshoring industry observed recently in Poland and other Central-Eastern Europe countries (CEE) has caught considerable attention among the academic community.

Sourcing. Re-Imagined.

Last year the worlds of sourcing and digital transformation collided and now ‘Digital’, in all its forms and guises, is upon us – firmly embedded in the end-to-end supply chain, transcending normal operational boundaries and operating at scale: streamlining, transforming, disrupting.

Don’t be afraid of activity based working

How Ukraine created a new generation of IT professionals

The working environment is undergoing constant evolution. Is abandoning the concept of a traditional office a necessity for organisations striving to develop technologically and open themselves up to the needs of their employees?

The BSS Forum – International Business Support Service Experts meet in Lublin

Stars in Lublin

Ukraine has long been known in the world as a country with a developed IT sector. Ukrainians believe that the quintessence of their success is a combination of education and incredible diligence. To find out whether this is true, we have analyzed two cities – Kyiv and Lviv.

Forms of running business in Poland: spółka z ograniczoną odpowiedzialnością (a limited liability company)

Apart from direct business operations of a foreign entrepreneur in Poland through a branch or a representative office, entities living or seated abroad can run business in Poland indirectly – in the form of commercial companies.

About Challenges and Threats to the SSC/BPO Sector

How to work with the German market?

Interview with Agni Zygner, General Manager Director of Capita Poland.

Investment news

Interview with Till Hahndorf, Director and Lead Auditor at BW Business Bridge.

Romania, the land of all possibilities in outsourcing

Kindergartens in office buildings are the real competition to standard employees’ benefits

Interview with Karina Trafna, Chairman of KiDS&Co – a nationwide experienced edu-operator specializing in launching and managing corporate and office park kindergartens.

INVESTMENTS

Many people think that what’s happening in Romania might be calling a silent outsourcing revolution. Even though statistics place the country on the 3rd place in Europe and 13th globally in 2016 in terms of the attractiveness of the outsourcing sector, it’s still a long journey left for us to become leaders in the industry.

A rising center for business services and all in one solution for business growth

Rapidly developing and internationally recognized, Kaunas is becoming a go to location for Business Services in the region.

SPIS TREŚCI

The city of Kielce, by implementing consistent transportation and health care polices as well as developing offers in the field of sport, leisure, culture and entertainment, etc., creates a good atmosphere for living and working in the city; and thus supports socially responsible entrepreneurs.

Rzeszów – A Business Centre of Eastern Poland

Opole – What is the perceived quality of life in the city?

Częstochowa – all work and no play makes Jack a dull boy

Work-life balance has been the subject of numerous debates. The issue may be considered a fad or a red herring, important or insignificant. Regardless of the approach, we must not pretend it does not affect the society. Apart from relevant actions on the part of employers and organizations, what is important is the environment in which we spend our free time.

The idea of work-life balance in terms of employees’ relocation

In connection with creation of a new Strategy for promotion of the Opole brand for 2017–2022, surveys and focus groups were carried out. Inhabitants and tourists were asked to answer the questions concerning their percetion of Opole.

The work-life balance idea is deeply rooted in employees minds especially in European countries, and is among main factors influencing their decision to relocate.

Rzeszów, the capital of the Podkarpackie Province, has been developing very fast in the recent years. It is perceived as a city full of young and entrepreneurial people, where it is worth to invest. It is not a surprise, therefore, that more and more Polish and international companies have been selecting Rzeszów as a place to open their branches.

Poznań is a city with over half a million residents, and if you were to add the entire metropolitan area, the population reaches almost a million people. The lowest unemployment in Poland, amounting to 1.9% (data as of December 2016), is among the city’s great successes. However, successes determine new challenges. One of the tasks of the City of Poznań and the present investors is to prepare an offer that allows employees to pursue the increasingly popular idea of work-life balance.

CAREER & DEVELOPMENT

Poznań – the best place to work HR news well and live well

InnoBydgoszcz – innovations from the City on the Brda River

Innovations, smart cities, intelligent solutions – these notions at great length refer to rapidly developing cities and there is no week when a piece of information about new enterprises working on innovative solutions is not published somewhere in Poland.

Work-life balance by Kielce

Prevention, promotion, that is pursuance and avoidance within the context of well-being

The costs of absenteeism and health care are counted in billions of dollars annually, and work-related stress is indicated in the first place, as a factor decreasing employees’ commitment. Where is the cause?

Who is an employee of a modern call contact centers in a globalized world?

Szczecin – a perfect place for work and leisure

The unquestionable appeal of the city and wide choice of attractive investment Interview with Dominika Śliżewska-Wróbel, HR Director areas have prompted major international at Teleperformance Polska. brands to decide to make subsequent investments in Szczecin. In 2017, notable major companies in the e-commerce, IT, BPO and renewable energy sectors will Recruitment Ads compete to recruit employees in the city.

Łódź after hours

Somewhat forgotten over the years, Łódź currently is a testimony to a change and an example of how much can be accomplished with the goal to change the image and perception of the city.

Salaries in Business Services Sector – broad view

The market for business service centres in Poland is one of the fastest-growing in the whole of Central and Eastern Europe. Organisations monitoring its growth have been reporting an increase in hiring and in the number of businesses operating in this segment year to year.

BUSINESS

MARKET NEWS groups, which promote current topics such as mobile computing, sourcing & cloud, security, innovation or IT service management. oneclick™ is an application delivery and streaming platform, which is available as a service (PaaS). Using oneclick™, applications are delivered as a stream from any server location in a central, 100% web-based workspace in the browser.

Deutsche Post DHL (Germany) signs large deal with T-Systems

The German logistics concern Deutsche Post DHL and the German IT services concern T-Systems have signeda 5 year deal for providing and developing data center, network and desktop services. Further T-Systems will migrate existing IT Systems to the cloud.

Record breaking year for Lithuania in FDI

Teleopti positioned in the Gartner Magic Quadrant for Workforce Engagement Management

2016 was another record breaking year for the foreign direct investment agency Invest Lithuania. It secured 36 investment projects, which are set to create 3,716 jobs over the next three years. The Business Services Sector, strongly preferred by clients from the Nordic region, contributed

strongly with almost half of all projected jobs (1,850). More information: www.investlithuania.com

Lithuania listed as TOP location for BPO Investment in Europe

Lithuania is listed as the top 1 pioneering Business Process Outsourcing location in Europe according to report provided by Cushman&Wakefield. Report also points out Lithuania as one of the main destinations for Banking facilities investment in Europe. It evidence the fact, that majority of centers are providing advanced services like technology solutions, fund management, anti-money laundering, security clearance and corporate clients consultations for companies like Barclays, Nasdaq, AIG or Nasdaq. More information: www.investlithuania.com

Lithuania’s New Fast-track Startup Visa Scheme for Non-EU Talent

Lithuania launches a Startup Visa program that will make it easier for innovative entrepreneurs from outside the EU to set up operations in Lithuania. From now on, startups with scalable and innovative

Teleopti, a global leader in feature-rich, employee-focused Workforce Management (WFM) solutions, announced on February 14th it has been positioned by Gartner, Inc. as a Niche Player in its 2017 Magic Quadrant for Workforce Engagement Management. Teleopti had been previously cited in the Gartner Magic Quadrant but this is the first time that the WFM vendor has been placed in the quadrant. The report evaluated 8 different software vendors on 15 criteria and positioned Teleopti in the Niche quadrant.

Oneclick AG becomes a swiss ICT Member

Swiss information & communications technology (ICT) is a world leader in innovation and quality. The industry association swissICT offers an excellent platform for knowledge exchange and an increase in national and international visibility. With its 3,000 members, swissICT is the primary representative of the ICT sector in Switzerland and the largest industry association of the sector. swissICT is a not-for-profit organisation and strengthens the image of the Swiss ICT sector. The association is also active to create good political and economical framework conditions, supports technical know-how and combines requirements. Therefore, this makes swissICT the largest Swiss network of ICT specialists. Hundreds of experts are active in 17 specialists

Outsourcing&More | March – April 2017

BUSINESS business models operating in a number of high tech sectors, including IT, biotech and electronics, will be able to receive a temporary residence permit in Lithuania via a straightforward commission evaluation process. More information: www.startupvisalithuania.com

German Outsourcing Association will be holding user conference in Berlin The independent German Outsourcing Association is organizing his annual conference for users/buyers of ITO/ BPO/SSC services in the DACH markets on April 6th in Berlin. More information at: www.outsourcing-forum.org

L’OREAL Germany appoints new CIO Frank Hoe, takes over the CIO office at L’OREAL Germany after his predecessor retires. Frank Hoe has 15 years of experiences as CIO and will drive modernization and digitalization of the cosmetic concern.

DNV GL launches industry data platform to unlock potential of big data

The maritime and energy industries are looking to boost their profitability and explore new business models through digitalization. However, companies are increasingly recognizing the need to overcome data quality issues and manage the ownership, control, sharing and use of data. To facilitate frictionless connections between different industry players, domain experts and data scientists, DNV GL is launching an industry data platform.

Outsourcing&More | March – April 2017

DNV GL is developing the platform by working together with several industry leaders on big data projects in pursuit of reduced downtime, improved safety, predictive maintenance, performance forecasting, energy efficiency and real-time risk management.

Plovdiv University will educate outsourcing industry managers

First Master’s degree specialty in Bulgaria that is entirely focused on outsourcing industry will start in Plovdiv University in September 2017 – project managers will be prepared for the needs of the business /thanks to the hard work of the companies in Bulgarian Outsourcing Association that prepare the curriculum and to the flexibility and the openness of the management of Plovdiv University/.

Outsourcing Award goes to Plovdiv City

The award “Outsourcing City of the Year 2016” of the first edition of Bulgarian Outsourcing Excellence Awards was given to Plovdiv. This category’s goal is to recognize the common efforts of the local government, the business and the universities for building and development of the best conditions for growth of the sector in a certain city.

BlackRidge Technology Completes Merger with Grote Molen

BlackRidge Technology announced on Feb 23rd that the company has completed a financial merger with Grote Molen, Inc., an eight-year-old operating public intellectual property holding company.

The transaction resulted in a change of control of Grote Molen. Following the transaction, BlackRidge stockholders own a majority of the outstanding capital stock of the company. BlackRidge’s management team will assume control of the company operations and manage the consolidated business going forward. The company name will be changed to BlackRidge Technology Holdings, Inc.

UROS brings IoT connectivity to smart water grid

UROS – Uni-fi Roaming Solutions, the leading global Roaming IoT Solution provider today announces co-operation between UROS and Pisara – a Finnish water management platform initiative from Jyväskylä Energy – to jointly deliver innovative new services for water supply systems on a global scale. The co-operation will combine IoT connectivity provided by UROS with Pisara’s advanced technical water solutions to create smart management solutions for national water operation systems around the globe. Pisara’s smart water cycle offers preventive maintenance solutions aimed at avoiding water supply crises and at guaranteeing high-quality water for consumers. Up till now UROS has proven its roaming expertise as a global telecoms connectivity provider with their international Goodspeed Mobile Wi-Fi service, which offers low-cost data roaming in over 120 countries around the world. Recently, UROS also announced the launch of the new Goodspeed Roaming application that is implemented in the ZTE Blade V7 Lite smartphone as a joint product development project with ZTE. The Goodspeed Roaming app makes global data roaming easier and more affordable for travelers globally by offering fixed-fee day passes without additional devices. •

BUSINESS

The two publications addressed here resulted from the cooperation of researchers from Poland and Finland, primarily interested in the areas of service offshoring, international process transfers, transition projects, operational modeling and service reengineering. The first paper Offshored Service Cost Model as a Key Post-Transition Challenge, published in December 2016 at Journal of International Studies, demonstrates the offshored service cost model that can be adjusted and applied for service budgeting, valuation and control. Optimized budgeting practice is composed of two core kinds of expenses: internal (inhouse) and external (extraneous), further divided into 3 cost categories (Direct Labour, Indirect and Partnership costs) and 28 cost items.

Damian Kędziora Doctoral Researcher in Industrial Engineering and Management at the Lappeenranta University of Technology, Finland, graduate of Master’s Degree in Financial Management at the Lodz University of Technology, Poland and The second, Nearshore Service Transfers Postgraduate Studies in the EU: Legal and Economic Issues in Information published in March 2017 at the Journal Technology at the of Economics & Sociology presents University of Lodz, selected legal issues regulating Poland. Currently international services migrations within employed as Product Support Engineer at the European Union (EU), directly Fujitsu Technology linked to the sociological and economic Solutions in aspects of multidimensional changes Lodz (Poland). in transnational business environments.

The review of selected legal topics covers the following topics:

• establishing and conducting business activity in a different country, • relocation of an employee to a different country, • sensitive data handling procedure in the light of international process transfers.

EU, subject to the “Madrid Resolution” and the Regulation (EU) 2016/679 of the European Parliament was provided in detail. Personal data protection rights are among the most important values While establishing and conducting of the European law, encompassing business activity by a given business the legitimacy, accuracy, statement of entity (capital) in a destination country, purpose, proportionality, openness, the simplicity and transparency of the confidentiality and responsibility destination country’s legal system needs in matters of personal data processing. to be considered. The authors elaborated It is worth to emphasize the importance on the subjects of setting up the private of data subject’s right to access the limited company, which is the most information on the background and popular form of conducting business details of the data processed. activity in the EU, as well as of a daughter company in the target location. The EU legislation provides legal instruments that are supposed to As for the aspect of worker’s relocation maintain the personal data security to a different country, the legalization and one of the key instruments is of residence in the target location has the right of data subject to restrict been discussed, with the brief summary the processor’s data handling rights. of the visa and work permit regulations In general, the EU legislation aims for (that in some EU member states can be guaranteeing high-level, unified personal arranged in the form of the integrated data protection at the territory of the permit). The review of the sensitive whole EU, in the same time enhancing the data handling procedure within the sense of legal certainty in this respect. • Outsourcing&More | March – April 2017

BUSINESS

The BSS Forum – International Business Support Service Experts meet in Lublin

On 31 January 2017, the Lublin Conference Center hosted the first international BSS (Business Support Ser vices) conference in Poland, and also in Europe, to be held this year. Having analysed the content of the events which had so far been organized in Poland and in other countries, the Pro Progressio Foundation suggested a new opening in the market of business conferences for the sector of outsourcing and modern business support services and teamed up with its partners to prepare the BSS Forum. Besides such topical themes as BPO and SSC sector development, the event also revolved around finance, HR, IT, robotics, automation, call and contact center, car fleets, real property and cities seen as products (to be used by both the local community and business).

“We Know How” was the overarching theme of the Forum, addressed by other Partners and Sponsors of the event, including: the Marshall’s Office of the Lubelskie Province, the City of Lublin, PwC, CIMA, ASPIRE, Randstad, GoldenLine, Express, Connectis_, Alfavox, SMB, Forum Call Center, the Department of Applied Linguistics of the UMCS, ECHO Investment, Riposta and CBRE. The event was also supported by international partners, including organizations such as the International Association of Outsourcing Professionals, Global Sourcing Association UK, RICS, Deutscher Outsourcing Verband, Lviv iT Cluster, the French-Polish Chamber of Commerce and the Scandinavian-Polish Chamber of Commerce.

outside Lublin arrived at the capital of the Lubelskie Province by train. They were thus able to engage in business networking already on their way from Warsaw. In the conference venue, they also had three business meeting sections prepared by Nowy Styl Group at their disposal. The People, Place and Process sections hosted a number of meetings throughout the Forum and guests could also experience virtual reality and use VR technology to have a look at their potential future modernly furnished office. The final discussion panel was a debate moderated by Andrew Wrobel of Emerging Europe, focusing on business development in Europe. The “Business without Borders” panel provided the participants with a holistic view of Europe as a BSS development destination, rather than as a collection of individual countries. The panellists included Daniel Larsson of the Swiss Embassy in Warsaw, Laisvis Makulis of Invest Lithuania (Lithuania), Loredana Niculae of NNC Services (Romania) and Mariusz Sagan, PhD, of Lublin City Hall.

During the Forum, the assembled audience had the opportunity to listen Although organized for the very first to talks about the latest industry trends time, the BSS Forum brought together and to watch discussion panels about more than 350 delegates and earned the future of the industry, relevant the recognition and backing of many challenges and major developments Partners. Nowy Styl Group, which has in 2016. Speakers from Poland and other been making increasing inroads into the countries were keen to share their industry, became the Forum’s naming knowledge and actively participate rights partner. Guided by its motto, i.e. in networking meetings, during which „We know how to #MakeYourSpace”, the Event Tiger Matchmaker system The BSS Forum was the perfect opening Nowy Styl Group has in recent months developed by Pro Progressio was first of the BSS conference season in demonstrated that it understands rolled-out. Europe. Following the debates, all the needs of the BPO and SSC sector event participants were invited to the and that 2017 will see a large number of The organizers did not leave even minor Outsourcing Stars Gala, which was held new projects in BSS operating centers. logistics aspects to chance. Guests from that same night.

Outsourcing&More | March – April 2017

BUSINESS Left: Train tickets for the Forum delegates.

Right: Pro Progressio Team took care of the Forum delegates already in Warsaw.

Right: At the train.

Above: Arrival to Lublin.

Right: Inside of Lublin Conference Center. Left: Forum delegates had the opportunity to visit Nowy Styl virtual office in the #OfficeVR Zone.

Below: Krzysztof Komorski, Vice President of Lublin in opening speech.

Above: Vice President of Lublin â&#x20AC;&#x201C; Krzysztof Komorski together with Investor Suport Team of Lublin Municipality.

Left: Lublin Marshal Office representatives. Outsourcing&More | March â&#x20AC;&#x201C; April 2017

BUSINESS

The BSS Forum – International Business Support Service Experts meet in Lublin Right: Krzysztof Grabczuk, Vice Marshal of Lublin Voivodeship during Forum’s opening ceremony.

Below: Jakub Bejnarowicz, Head of CIMA in CEE Region talks about the challenges and changes in Finance and Accounting services.

Below: Janusz Tomiczek (Alfavox), Marek Szul (Transcom) and Maciej Kaczmarski (ODO24) talked about Call Contact Center industry.

Above: Dick Bourke (Scorebuddy) during RPA vs. ITO – SWOT discussion panel.

Below: Kamil Jakacki (Cartrack), Jarosław Oworuszko (LeasePlan Fleet Management), Roman Świderski (Express) attended Car Fleet Management discussion panel.

Below: Joanna Niciska and Katarzyna Kubicka from ECHO Investment present modern office solutions.

Left: Wiktor Doktór, Pro Progressio CEO with Robert Fintak, CEO of ILS.

Above: Joanna Mroczek (CBRE) presents Polish and European office market.

Outsourcing&More | March – April 2017

BUSINESS Left: Loredana Niculae (NNC Services) and Andrew Wrobel (Emerging Europe) at the Business with no borders discussion panel.

Right: Stepan Veselovskyi (Lviv IT Cluster) talks about Ukrainian services industry. Left: Maciej Buś (Forum Call Center) has moderated the discussion panel dedicated to Call Contact Center and Customer Experience Management.

Right: Dymitr Doktór (Outsourcing& More), Artur Habza (Lublin Marshal Office), Łukasz Goś (Lublin Below: Jakub Bejnarowicz (CIMA), Patrycja Municipality), Michał Wierzbowski (OranStrzelecka (TMF Group), Monika Nowecka ge), Artur Habza (Mazars), Monika Smulewicz (Grant (Marshall Office of Thorton), Tomasz Maciejak (Business Lublin Voivodeship). Support Solution SA).

Left: Michał Tarnowski (Randstad), talks about HR challenges during the HR for BSS industry discussion panel.

Below: From the left: Romek Lubaczewski (PwC), Ronan Murphy (Smarttech), Dinko Svetopetric (CONNECTIS_), Tom Kennedy (Capstone Intelligent Solutions). Below: Wiktor Doktór, Till Hahndorf (BW Business Bridge) and Piotr Rutkowski (SourceOne Advisory) talking about modern management styles and ways to find the best business partners in BSS industry.

Outsourcing&More | March – April 2017

BUSINESS

The BSS Forum – International Business Support Service Experts meet in Lublin Left: Speakers were very active during discussion panels.

Right: Dinko Svetopetric, Business Unit Director (CONNECTIS_) talked about modern solutions in IT industry. Above: Dariusz Domański (White Star) talking about Warsaw office market.

Above: Romek Lubaczewski (PwC).

Left: Patrycja Strzelecka (CEO of TMF Group) and Monika Nowecka (Partner at Mazars). Left: Janusz Tomiczek, the CEO of Alfavox makes introduction speech to the Call Contact Center discussion panel.

Above: Nowy Styl Group has furnished all meeting zones with modern furniture solutions.

Left: Business talks. Wiktor Doktór (Pro Progressio) and Kerry Hallard (Global Sourcing Association). Left: Interview with the Vice Marshall of the Lublin Voivodeship – Mr. Krzysztof Grabczuk.

Right: European Office Market discussion panel.

Outsourcing&More | March – April 2017

BUSINESS

Stars in Lublin Already for the fourth time, Pro Progressio Foundation held For the first time, the Foundation also presented the Manager the Outsourcing Stars Gala. This time, the event took place of the Year Award – it went to Scott Newman of State Street. in Lublin, a city which has seen an increasing number of BSS investments in recent years, becoming a magnet attracting The gala featured a wealth of extraordinary visual effects. Seventeen mobile screens scattered across the stage were domestic and foreign business support service investors. a guarantee of a memorable visual experience, rounded off Every year, guests at the Gala expect the organizer to put with exquisite music featured in a number of art performances. on a better, more interesting and more thrilling show. As ever, their expectations were met this year. Against the beautiful The official part was followed by networking meetings which setting of Lublin’s Centre for the Meeting of Cultures, guests of lasted late into the night (and even until early in the morning). the Outsourcing Stars Gala had the opportunity to enjoy quite Once more, the gala proved the uniqueness of the event, a sophisticated performance. which brings together representatives of the BSS sector, local governments, Lublin-based universities and many international It was opened by Wiktor Doktór – President of Pro Progressio guests. Foundation, who was also the MC and moderator of the event. During the opening of the Gala, the assembled guests The partners of this year’s Outsourcing Stars Gala included: the had the opportunity to listen to speeches by the Deputy Marshall’s Office of the Lubelskie Province, the City of Lublin, Marshal of the Lubelskie Province Mr. Krzysztof Grabczuk, the Polish Information and Foreign Investment Agency (currently Mayor of Lublin Mr. Krzysztof Żuk, PwC Partner Mr. Romek the Polish Investment and Trade Agency), the Polish Banking Lubaczewski and a representative of IAOP, Mr. Arno IJmker. Union, IAOP, Global Sourcing Association UK, RICS, PwC, The gentlemen talked about the local, regional and global BSS Scandinavian-Polish Chamber of Commerce, French-Polish market and presented their views concerning the future of the Chamber of Commerce, CIMA, ASPIRE, Deutscher Outsourcing outsourcing and business support services sector. Verband, Lviv IT Cluster, GoldenLine, BW Business Bridge, SMB and Forum Call Center. Gala sponsors included: ECHO The opening speeches were followed by the grand finale of Investment, Cushman&Wakefield, Transcom and Riposta. the Outsourcing Stars competition – the only non-commercial competition for the outsourcing and business support service A photo and video account of the Gala is available on institutions, with awards granted in twelve categories. As ever, www.outsourcingstars.pl the most rapidly developing organizations and cities were distinguished in the competition. Operational development The next Gala will commence in a year’s time – where will dynamics and job creation were among the key success criteria. outsourcing stars shine this time? The winners of this year’s edition were: City – Poznan Property Developer – ECHO Investment Real Estate Agency – CBRE Call Contact Center – armatis-lc Document Archiving – Iron Mountain BPO – Capita Accounting, HR, Payroll – TMF Group Sales Force Outsourcing – Adecco Car Fleet Management – Hitachi Capital Polska Employee Leasing – Adecco Below: Recruitment – Randstad The Outsourcing Stars Gala has promoIT Contracting – Sii

Left: The official part of the Gala has been run by Wiktor Doktór – CEO of Pro Progressio

ted as well the 700th anniversary of Lublin city

Left: Echo Investment was the main Gala sponsor.

Outsourcing&More | March – April 2017

BUSINESS Left: Adecco was awarded in two categories: Sales Force Outsourcing and Body Leasing.

Right: Welcome speech of Krzysztof Żuk – Mayor of Lublin City and Krzysztof Grabczuk – Vice Marshal of the Lublin Voivodeship.

Right: Transcom – the musical sponsor of the Gala.

Above: For the first time the Manager of the Year Award has been announced. The awarded manager was Scott Newman, the CEO of State Street.

Right: Michał Tarnowski from Randstad – the winner in HR/Recruitment category.

Above: Jakub Bejnarowicz, Head of Central and Eastern Europe, CIMA. Left: Poznań for the third time has been awarded in City category. The award was collected by Marcin Przyłębski, the Director of Investor Support Office in the City of Poznań. Left: Romek Lubaczewski, Partner at PwC sumarizes the most important trends in BSS industry. Outsourcing&More | March – April 2017

BUSINESS

Stars in Lublin Left: Echo Investment has been awarded in the Developer category. The award was collected by Ms. Katarzyna Kubicka, Regional Director at Echo Investment SA.

Below: Mariusz Wiśniewski with CBRE Team collects award in Real Estate Agency category.

Right: In IT Contracting category the winner was Sii. Artur Palac, Director of Sii Lublin Delivery Center has collected the award.

Above: Iron Mountain – the winner in Document Archiving category.

Left: The winner in the Call Contact Center category was armatis-lc Polska.

Outsourcing&More | March – April 2017

BUSINESS

Right: Patrycja Strzelecka, CEO of TMF Group has collected the award in the category: Accounting & Payroll Services.

Above: Arno IJmker (IAOP) was presenting global outsourcing trends.

Left and above: During the awards ceremony invited guests could listen to the great musical concert.

Left: The winner in Car Fleet Management category â&#x20AC;&#x201C; Hitachi Capital Polska.

Right: Agni Zygner, General Manager of Capita Polska collects award in BPO category.

Outsourcing&More | March â&#x20AC;&#x201C; April 2017

Below: The final of Outsourcing Stars contest.

BUSINESS

Stars in Lublin Left: As every year the networking during Outsourcing Stars Gala gave a number of opportunities to build new business relations.

Right: Cushman&Wakefield – the Sponsor of the open bars.

Above: Business talks of Mateusz Dembski (Walter Herz), Monika Reszko and Piotr Rutkowski (SourceOne Advisory).

Right: Outsourcing Stars Gala was organized in the industrial facility of Cultures Meeting Centre in Lublin.

Below: The Gala was attended by special guests representing international outsourcing organizations. From the left: Arno IJmker (IAOP), Kerry Hallard (GSA), Till Hahndorf (BW Business Bridge). Above: One of the evening attractions was life-cooking with all flavours of dishes prepared by chiefs from Belvedere Restaurant.

Below: Team of Pro Progressio.

Above: Business talks. From the left: Marcin Uske (Brandscope), Krzysztof Herdzik (You Can Business) and Marcin Piątkowski (Torus).

Outsourcing&More | March – April 2017

Zarząd Fundacji Pro Progressio ma zaszczyt zaprosić

Zarząd Pro Progressio dziękuje Sponsorom i Partnerom za wsparcie przy realizacji Gali Outsourcing Stars 2016 na Galę Oustourcing Stars 2016

Management of Pro Progressio would like to thank all Sponsors and Partners of 2016 Outsourcing Stars Gala networking, W programie Gali znajdą się: branżowe podsumowanie roku, międzynarodowy finał konkursu Outsourcing Stars 2016 oraz nagrodzenie najszybciej rozwijających się firm outsourcingowych i organizacji wspierających rozwój sektora nowoczesnych usług dla biznesu w Polsce.

Data:

Miejsce:

31.01.2017 r. godz. 19:30

Obowiązują stroje wieczorowe.

ORGANIZATOR:

PARTNERZY TYTULARNI:

SPONSORZY:

PARTNERZY:

Centrum Spotkania Kultur Plac Teatralny 1, Lublin

PARTNERZY HONOROWI:

SPONSOR GŁÓWNY:

Raport roczny, styczeń 2017 / Annual raport, January 2017

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Photo by Klaus Polkowski

Outsourcing&More | March – April 2017

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HOW TO WORK WITH THE GERMAN MARKET? Interview with Till Hahndorf, Director and Lead Auditor at BW Business Bridge. Interview run by Wiktor Doktór, CEO of Pro Progressio.

Wiktor Doktór: Till, you were present at The BSS Forum in Poland in January this year, where during one of the discussion panels we were discussing the ways to co-operate with German market. Can you share with us some critical recommendations of what do the German companies expect from services suppliers from other countries, please? Till Hahndorf: Wiktor, thank you first of all for the incredible BSS Forum and Outsourcing Stars events in Lublin this year, both were truly an experience not to be missed. It’s not easy to speak about “the German companies”, as this is a very diverse market. Certainly, the quality mantra cannot be stressed enough for most German clients – but there is in fact a secret sauce that can make any foreign provider stand out: Understand your clients’ business better than your competitor. This is not so much about who you are or what you offer, but how much you care and how much insight you have – into your clients’ business. What type of the services are the most required in Germany nowadays? Is it mainly from IT area, or perhaps something different? Some 50,000 jobs in the IT industry are not staffed in Germany because there’s simply no one there who could competently fill these positions. So, in my view, it’s software development Outsourcing&More | March – April 2017

and adjacent jobs like project management, architecture, devops. And, having had a thriving economy for many years now, most offerings along the service value chain seem attractive to get into. I see large contact centre deals happening, structures are being created abroad and the competence and experience in setting these up and run them for German clients should be in great demand. Let’s say I am a service provider from Poland, Ukraine, Romania or any other CEE country. What should I do to be more visible with my services in Germany? Take the Germany approach seriously – make it a true German approach. Don’t try to copy/paste your US or UK entry, it will most likely not work in DE. The Germans are mostly distrustful if someone tries to impress them with their “international” experience because we’re never quite sure we actually play up there on the “international” stage – we might be in terms of sales, but we’re not so much in terms of procurement, and certainly not in procurement of ITrelated services. So, to become visible in Germany, set up a company there, use the networks, become a relevant conversation partner. See what is being discussed at the smaller and regional conferences of the German IT industry. This means missing the CeBit and instead going to the tier-2 events (which are

still pretty big expos, fairs, conferences). It means attending network meetings of German IT clusters – there are literally hundreds of them, focussing on various flavours of IT solutions and service offerings. There is always a concern between nearshoring and offshoring. In your opinion – does the German market prefer to work with the service providers who are located in Europe or perhaps offshoring model works better? Definitely nearshore – same time zone, same cultural background, same communication style. The offshore adventures of the late nineties and early 2000s are a bad memory for most German SMEs who dared to engage in such schemes. BW Business Bridge helps international services providers to enter the German market and start providing there their services. What exactly do you do and how does it help the BPO and ITO companies? The BW Business bridge was triggered by a research we conducted between the 600 companies in the southwest German IT industry association BWCON, which networks roughly 5,000 IT-related people in the state of Baden-Württemberg. We wanted to find out why cross-border relations in IT don’t happen easily and what

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the challenges are. There are in fact two main challenges: German companies generally don’t know who they should get in touch with – this is largely because of the strong sales pressure on German companies experience these days. And: Even if a company somehow manages to shortlist potential vendors, reference checks and quality assessments are a hard exercise for the German decision makers – due to lack of experience and the lack of a non-German (“international”) QA framework. So, what the BW Business bridge does is quite simply to answer these two questions from a German perspective: We identify the serious offerings in the market – and we validate the references and the quality by applying a “due diligence” process and by issuing a certificate of quality to the vendors. And, to go full circle and ensure an actual market presence of the certified companies, we sit down in a two-day workshop and go over the German market entry strategy and planning. If you plan to enter any

a notoriously hard market to penetrate. It’s probably a good idea to take a couple of German colleagues aboard and give the whole initiative some slack, go in for it with a long-term approach. Most German Let’s talk about timing – how long does SMEs (The “Mittelstand”, the backbone of it take for the international services Germany’s economy) is not interested company to be visible and recognized in short term solutions or quarterly business partner in Germany? Is there results, or arrangements that will hold up for a year. The will seek long-term, any time frame for this or not? This depends strongly on what your potentially permanent relations with offering is. I’d say 2 years for most of new partners from Europe. So: Enter the IT-related offerings, if you’re really the game to stay, start with a small determined to make it happen. One and persistent approach, grow with your year to set up your structures, material, first clients, go for relationships instead offering – and one year to get the of scale, don’t leave to soon! networking and relationship-building – and ultimately sales – going. Thank you. For the end – do you have any “golden tip” for services We have talked about some ways providers from CEE region? to try to reach the success, but the Network and support your local/ failures also happen. What are the regional initiatives/clusters, they’re a great main reasons of such failures? What way to become internationally visible (as mistakes companies make during their the Lublin event proved so impressively). Keep in mind: Other nearshore providers German business expansions? The German market is very much are NOT your competition. They’re the worth entering, and it is certainly ones who support your reputation a rewarding market to be in – but it is also building. • foreign territory, it’s always a great idea to sit down with someone from the inside before you embark on the journey. We provide this as a service.

Outsourcing&More | March – April 2017

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SOURCING. RE-IMAGINED. Last year the worlds of sourcing and digital transformation collided and now ‘Digital’, in all its forms and guises, is upon us – firmly embedded in the end-to-end supply chain, transcending normal operational boundaries and operating at scale: streamlining, transforming, disrupting.

Sourcing as we know it is being reimagined and re-designed in real time. But, as the industry-at-large embraces ‘Digital’ and adapts its systems, processes and people to leverage its full capability for competitive advantage, there are still many organisations who are struggling with the ideology of digital, the stimulus of its ongoing development and the practicalities of interpretation, adoption and application into the mainstream.

Kerry Hallard, President of the Global Sourcing Association

The Global Sourcing Association (GSA) is an imperative for organisations looking to navigate the complexities of digital transformation in the sourcing, shared services and GBS world. This year, our UK Symposium has been specially extended to bring delegates more value, more knowledge and more actionable insight to help businesses survive and thrive in a hyper-connected world.

A key example of the digital transformation is the increasing adoption of RPA and AI. As the technology becomes more accessible and efficient, more and more organisations are looking at RPA and AI. Although both technologies are not new it does seem that they are now beginning to come of age and radically changing the way the world does business. So, what is RPA and AI? Let’s consider RPA first. Perhaps the most important thing to say about RPA is that it is not a robot! At least it is not a physical robot. RPA is a type of software that is able to interface with computer systems in the same way as a person does. RPA software is able to ‘type’ and is able to ’click’ and is able to move a cursor. This enables it to open and close programs and to use programs. This is why the term ‘robotic’

was coined – there’s no physical robot but the software behaves in a robotic way. What is key though is that the RPA software is able to carry out tasks with a much greater level of efficiency than a human operator – and it never gets tired. RPA has been shown to be a highly effective option for carrying out certain types of tasks. It has delivered huge cost savings for organisations and eye wateringly massive returns on investment of 100s of per cent in some instances. It is certainly worth every organisation taking a serious look at how they might take advantage of what it is able to do. Shop Direct, Telefonica, RAC and nPower are just some of the organisations that have reported substantial benefits to their businesses. Some of those Outsourcing&More | March – April 2017

BUSINESS benefits include the reduction of costs of processes. It isn’t however only a matter of cost reduction. Using RPA helps to further improve the quality and consistency of outputs – why wouldn’t it? It also provides organisations with greater auditability / trackability of their processes down to key stroke level. A boon for those in say the financial services sector.

RPA is a type of software that is able to interface with computer systems in the same way as a person does.

able to decide to make for example further checks on the validity of the email content by perhaps checking if a specific train journey mentioned in the email actually exists. It might then go on to check if there was any reported issue with that train journey. It can then pass the task on to person who is now able to make a judgement about what needs to happen next having been saved the chore (and the time) of checking key facts.

to progress further. A combination of AI and RPA can potentially transform a process, massively reducing costs through reducing FTE’s while being more efficient and effective at completing tasks than human employment.

RPA and Artificial Intelligence are not the future, they are the present. A great return on your investment that efficiently and effectively gets the job done. Whether or not you and your organisation ultimately invest in the In some instances AI can be used digital transformation those that don’t to help structure data allowing it then evolve run the risk of missing out to be offered perhaps to an RPA solution on a very good thing. •

RPA and Artificial Intelligence are not the future, they are the present. A great return on your investment that efficiently and effectively gets the job done.

To find out more about the GSA UK Symposium on 27-28 June, contact admin@gsa-uk.com.

RPA often acts as a link, bridging the gaps between systems or it can act as an effective work around for a system that could not quite accommodate a particular set of tasks. Often these system shortcomings have been addressed by getting people to fill the gap. Not only is this often quite inefficient it also creates mind numbingly dull tasks that someone has to do. RPA offers the opportunity to improve the efficiency of a process, reduce cost and often take away tedious tasks, allowing people to focus on more added value, more highly skilled tasks – like talking to customers. This takes us nicely to the difference between RPA and AI. RPA is a dummy. It is pretty stupid. It does exactly what it is told to do – exactly. There’s no thinking – no judgement – just a set of rules which it blindly follows. It can only work with structured data. If the task requires working with less structured data RPA is struggling. If the rules for what it needs to do – down to individual key strokes – cannot be defined, then RPA is going to struggle. Enter Artificial Intelligence. AI does have the capacity to work with less structured data. It can find patterns in data and be programed to make choices. AI can learn, based on what it experiences and that learning can then inform future choices. AI is advancing quickly and has evolved into an incredibly useful tool for organisations. Unstructured data such as emails and phone calls can be sifted with AI programmes by identifying key words or phrases before checking parameters and categorising what is required. Virgin Trains have been using AI for some time now to analyse emails received from customers. They are able to make sense of what the email is about by analysing key words. They are then Outsourcing&More | March – April 2017

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How Ukraine created a new generation of IT professionals Ukraine has long been known in the world as a country with a developed IT sector. Ukrainians believe that the quintessence of their success is a combination of education and incredible diligence. To find out whether this is true, we have analyzed two cities – Kyiv and Lviv.

Mainly IT companies operating in Ukraine choose the outsourcing model for work, so most of their customers are based abroad. This allowed Ukraine to became one of the largest suppliers of technical solutions. In 2015, Ukraine exported products of IT industry for 2,5 billion dollars, showing a double increase year after year. According to the PwC study, subject to quality changes in education and stimulation of internal market development, by 2020 export revenue could grow to 5,1 billion dollars.

Left: Lviv IT Arena 2016 – the biggest tech event in Ukraine and Eastern Europe.

In total, there are over a thousand of IT companies and more than 100 R&D centers of global companies in Ukraine. Moreover, there are 90 thousand of IT professionals here (this is the biggest number in Eastern and Central Europe, without Russia)*. According to the PwC study, there 430 workplaces in IT KYIV – UKRAINIAN IT CAPITAL – Kyiv and Lviv. Kyiv – is the capital city and related industries and by 2020 this There are two cities in Ukraine where with more than 3 million inhabitants number could grow up to 670 thousand. IT is developing at the highest rate and since business is rather centralized in Ukraine, it is logical that the number Right: of IT companies and R&D centers here Discussion pannel at is higher than everywhere else in the Lviv IT Arena. country. As for 2015, more than 46,6% of all Ukrainian IT companies and 44% of all Ukrainian IT professionals are based here. There are more than 26 thousand of IT specialists. Human capital is one of Ukraine’s major assets, and, of course, this influences IT: people here are highly educated and responsible when it comes to work.

Viktoria Topol, Lviv IT Cluster

The biggest number (more than 52) of large IT companies (with more than 80 employees) and the biggest number of international R&D offices (more than 52 as well) are located in Kyiv. In particular, this includes offices of companies like SoftServe, Ciklum, DataArt, GlobalLogic, Lohika, Luxsoft and Epam. Outsourcing&More | March – April 2017

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LVIV: IT IS DEVELOPING BECAUSE OF THE SYSTEM WORK

Lviv is a city with a population of 759,2 thousand, located close to the Polish border; the city’s proximity to Europe determines its directions of development. Here IT is developing against Ukrainian centralization, with a lot of companies having offices just in Lviv, without any branches in Kyiv. Lviv owes this to the strategy adopted back in 2010 by local authorities in cooperation with business and the public. According to it, Information Technologies are one of the priority directions for the city’s development. Since then, work aimed at unification of Lviv IT companies in one community called Lviv IT Cluster http://itcluster. lviv.ua/ began. In addition, the city is constantly proving its loyalty for IT professionals and tries to make their lives easier and more comfortable. In particular, there houses built for them within IT House project, exists a discount program IT Club with more than 300 partners throughout the city and recently IT Jet project which aims to expand the number of flights operating from Lviv was launched. Currently, there are about 17,7 thousand of IT professionals in Lviv. According to IT Research, there is the biggest concentration of IT professionals per capita here – for every 1000 of working population, there are 60 of them. One workplace in IT creates four workplaces in other industries. The number of IT professionals is growing constantly with more than 4,5 thousand specialists graduating from local universities every year. This means, that every year Lviv IT industry is enlarged with thousands of skilled employees, ready to work.

Lviv IT Industry turnover makes up 14,4% of the city’s GRP and is constantly growing. Lviv IT industry is so big right now, it started to create its own infrastructure. This refers to Innovation District IT Park, which will consist of offices as well as a university campus with the latest labs, a hotel for business partners and a shopping mall with a fitness center. It is expected that IT Park will become the center of innovations and a place where new ideas will be born.

National University. This approach is Above: beneficial for IT companies since they Innovation Disctrict can directly influence raising of a new IT Park. generation of IT professionals and deprive themselves of the need to teach people when they just get in the company.

Constant development – is the main feature of IT in Lviv. According to IT Research, the estimated annual growth is 20%. Moreover, the number of employees who choose to work abroad instead of Lviv is decreasing. It should Furthermore, Lviv IT industry is engaged be noted, that often IT is the first thing in the development of education. In which comes to mind when people from particular, IT companies were involved other cities mention Lviv. This shows in the launch of new educational that Lviv managed to create for itself programs: Computer Science and MSc the image of the IT city. Therefore, it can in Technology Management at UCU and be concluded – that the strategy of IT Below: Internet of Things at Lviv Polytechnic development in Lviv – is a successful one. • Lviv city.

This number of professionals has enabled more than 200 IT companies to work in Lviv. Among them, there are 4 big companies (400+ employees), 16 medium (150-300 employees) and 99 small ones (10-110 employees). The largest companies include SoftServe, ELEKS, Epam, GlobalLogic and N-iX. Smaller companies are demonstrating fast dynamics of growth, as well as a wish to join the initiatives aimed at developing IT in the city. A number of foreign companies are establishing offices in Lviv since there are rather comfortable working conditions here. One of the last examples – a German company b-next. 98% of clients working with Lviv IT companies are from abroad – the biggest number coming from the USA and the UK. Outsourcing&More | March – April 2017

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About Challenges and Threats to the SSC/BPO Sector Interview with Agni Zygner, General Manager Director of Capita Poland, winner of the awards of Outsourcing Stars and CEE Shared Services as well as Outsourcing Awards for the year 2016.

Dymitr Doktór, Outsourcing&More: Poland has been increasingly popular among foreign investors and the modern business service sector is doing well. In your opinion, what is the strength of the Polish market? Agni Zygner: Despite significant marketing activities of our neighbours from Central and Eastern Europe, there are still many factors convincing foreign investors that Poland is the most attractive country in Europe for the BSS (Business Support Solutions) sector. Our success is due to several factors such as very proactive Polish Information and Foreign Investment Agency and Investor Service Centres in the municipal offices, relatively easy access to government and EU support such as grants or the CIT exemption as well as cooperation with universities. Also, the availability of new office space at still competitive rates encourages foreign investors to open their Service Centres in our country. The BSS sector in Poland includes already over 1000 companies employing almost 200,000 employees and these numbers are constantly growing. In Poland, we have highly qualified personnel, fluent in foreign languages as well as the largest number of students, among CEE countries, graduating each year. As per recent headcount numbers prepared by ASPIRE, Kraków only employs over 60,000 people in the BSS sector while in entire Bulgaria there are 50,000 of BSS employees. These numbers are impressive! Poland is the biggest CEE country; therefore, the additional advantage is the possibility to gain new clients in the local market.

Despite such a good situation, there are voices comparing the SSC/BPO sector to a bubble? Why? There are many reasons for this opinion. We all want Polish Information and Foreign Investment Agency and Investor Service Centres to continue attracting new companies to the Polish market. On the other hand, the newly established BSS centres cause constant competition for employees. Companies in Wrocław and Kraków, for some time now, have been looking for employees outside of large urban areas. However, even this is no longer sufficient and we hear more and more about employees from Ukraine and even from other nonEU countries. This situation cannot last forever and we – employers – must stop increasing salaries as we may all lose this way. I have been living in Italy for many years and the market there is completely different. In some regions, e.g. Sardinia, unemployment among graduates reaches up to 60%! In comparison, unemployment in Kraków is at 3%–we live in a completely different world. Not everyone realizes that the average salary increase in 2016 vs. 2015 in SSC/ BPO sector was at 5.85% and for the managerial and professional positions even up to 10% (eds. data from Antal Payment Report). The salary increase in other sectors was approximately at 3% on average. It is insane! I don’t believe that fighting for candidates and increasing salary rates is a good long-term strategy for the whole BSS sector in Poland. If we will not search for new solutions, this bubble will burst as price arbitrage will no longer exist and therefore we won’t be attractive for investors.

I have heard you mention a disproportionate salary increase. I think we are not able to counteract this. The Polish market is an employee’s market, after all. I would like to underline once more that a disproportionate salary increase can lead, at a certain point, to a BSS market crisis. This topic is often discussed at Pro-Progressio, Aspire and ABSL groups meetings and we are thinking about a direction the Polish sector should take to maintain the current growth. Personally, I am convinced that Poland must find its niche; however, this will not be only a price arbitrage. Similar situation has happened in Ireland several years ago when the BSS sector had its European centre in Dublin. Currently, average salaries there are too high to allow the companies to think about opening their BPO/SSC sites. A similar situation may happen in Poland if we – the heads of the centres – will agree to ‘fight’ for employee. How would you then propose to protect this sector against the possible breakdown you have mentioned? I do not want to be misunderstood. I am far from predicting the forthcoming market breakdown. I am just pointing out certain risky trends that are clearly visible. I try to convince my clients at Capita, that Poland is a place for a socalled ‘High-end Intelligent Outsourcing’. The projects that we offer are quite complicated and advanced services requiring professional knowledge. This is why Capita carefully plans each transformation project and delivers solid training for graduates with no experience in this sector. We create interesting job perspectives and the possibility of Outsourcing&More | March – April 2017

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Outsourcing&More | March â&#x20AC;&#x201C; April 2017

BUSINESS acquiring knowledge and expertise, including certificates, that definitely can make a difference when the salary level will no longer be a case. Which activities do you undertake? My main objective is to position our company as a business partner, not only as a provider or supplier delivering services to our foreign contractors. It happens that I refuse to transfer to Poland services that are not challenging or complex enough. We want our employees to perform interesting and creative work. Customers appreciate honesty. Additionally, we focus on quality–price remains a secondary matter. Setting the right expectations, being a solid partner combined with enthusiastic approach of our management, is our recipe for success. Our strategy and adopted methodology helped to create projects and services allowing our employees to grow and this is what motivates us the most. Together with my Management team we continuously discuss directions for our growth and the future of the BSS sector in our country. The SSC/BPO sector also complains about the challenges related to attracting new employees who are mainly focused on salaries when looking for work. I wish young people focused more on their future by investing in their own development through conscious career planning rather than just looking to earn few hundred more as quickly as possible. Once the bubble bursts, only those who planned their long-term professional career will not have problems with getting or maintaining a good job. Others may be replaced by robots or colleagues from other, more competitive countries. An employee who is driven only by financial reasons will leave when they get a better paid job offer. I do not want to follow this direction. I want people employed by Capita to stay with us because of the unique nature of their work. Considering the dynamic growth of the sector, a new investor enters the market every month offering higher salaries. These activities are only shortsighted and they are harmful for the sector. Is this where the success of Capita comes from? To some extent, yes, but this is only the tip of the iceberg of the internal activities conducted by us. People matter the most in our business. We are constantly training new leaders in our Leader’s Academy programme, we identify talents and invest in the best ones. It is very important for me personally to give opportunities to our employees in the first place and promote

them internally. This is our main objective. I pay a lot of attention to Generation Y that has been manifesting their diversity for quite some time now. Young people

It happens that I refuse to transfer to Poland services that are not challenging or complex enough.

Your activities and innovation did not go unnoticed by the jury of the Outsourcing Starsand Capita Poland for the second time in a row won in the category of the most dynamically developing BPO company in Poland. Yes, this is a great honour. We are happy to be recognized on the market and that our ideas as well as business approach are appreciated by others. This is a great pride and motivation for the management and whole team. Who would not like to work for the best BPO in Poland and an Outsourcing Star! Thank you very much •

are very ambitious nowadays. In my opinion the most important for them is the opportunity to get a professional training and have career growth but also possibility to maintain the ‘work-life balance’. But… Yes, this phrase is used by everyone. In Capita however, we are truly implementing this idea. In fact, our employees work for 7 hours and 30 minutes because a 30-minute lunch break is included in the 8-hour working day. We emphasize the possibility of changing career path within the organization. Let us face the facts: many graduates do not know which direction to follow in their professional career. Project management, process migration, HR roles…there are plenty of career possibilities. Today business is changing very quickly and the decisions must be quickly adjusted. Young people have the possibility of a swift change, even if they start working in one project, e.g. related to the HR sector, they can move to another area following a fully transparent internal recruitment process. Recently I have had an opportunity to read an article on one of the portals in which the author of the text refers to the latest OECD study where Poland came in 6th on the list of developed countries which are at risk of massive unemployment. The cause – as in science fiction movies – are robots. Yes, this is a very hot topic. That is why – as I have mentioned before – I am focusing my efforts on making sure that Capita Poland will deliver more advanced services allowing building teams of specialists where work cannot be easily automated or replaced by a robot, at least not in the nearest future. Obviously, simple repetitive processes will be automated sooner or later and then those, specialized in their field will win. This is inevitable. Robotics, particularly in our sector, is no longer a question ‘if’ but ‘when’. Outsourcing&More | March – April 2017

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Kindergartens in office buildings are the real competition to standard employees’ benefits Interview with Karina Trafna, Chairman of KiDS&Co – a nationwide experienced edu-operator specializing in launching and managing corporate and office park kindergartens.

Outsourcing&More | March – April 2017

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Wiktor DoktĂłr: Some time ago it was not even taken into consideration, but nowadays the office buildings, their administrators as well as tenants are more and more often interested in implementation of solutions which are making our lives easier. One of such solutions are the kindergartens. How did it started and since when you continue to grow this initiative? Karina Trafna: Kindergartens in the office parks next to restaurants, chain cafes and bicycle racks have become a natural part of business infrastructure. They fit in with the philosophy of the modern

office space, which is full of life 24/7. On the one hand this is due the necessity to compete many developers with each other, on the other hand, more and more employers are facing the problem to attract new employees and are aware of how important it is for the employees to work out a balance between work and private life. This trend fits perfectly with the launching of corporate and office park kindergartens for the employees. Are those the services clients are looking for nowadays? And even if there is a need for such services, what are the

requirements the office building need to fulfil, to have the kindergarten in its premises? Nowadays, employees rarely treat a gym pass or access to medical services as the benefit. It is rather a market standard, something natural and obvious, what each employee simply has got. The real and tangible benefit may be just access to a nursery or a kindergarten with a good educational program in close proximity to the workplace on preferential financial terms. Thus, employers are more often consciously seeking such solutions for their employees.

Karina Trafna, CEO at KIDS&Co Outsourcing&More | March â&#x20AC;&#x201C; April 2017

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Answering the second question, as to have a kindergarten, the office building itself is not as important as the age of people working in it. The average age of the employees should be in the range of 25-35 years, because only then the benefit will be attractive for them.

We run the kindergartens in both models and both are equally popular. In fact, everything depends on the size of the company and the number of children on the “board”. We always advise employers with more than 500 workers to open and finance kindergarten only for its employees. In this case, we take over all activities starting from a business plan development, architectural design preparation, launch of a kindergarten and its further management. Apart from financing the launch of the kindergarten, the employer supports employees by covering the part of their monthly tuition fee. Such activities obviously have CSR undertone and translate into the creation of the company’s image as a modern, family-oriented and caring employer.

It looks like the kindergarten in the same building, where the parents work is perfect solution. What are the opinions of maybe not the employers but rather parents about such solution? Parents definitely appreciate such a solution. The necessity of leaving the children, especially at the nursery age, under the care of strangers is for parents always a stressful moment. The proximity of a proven nursery or a kindergarten gives them a sense of security, because at any moment they can approach, stay with their children and make sure they are well cared for. An important advantage of the kindergarten in the parent’s workplace is unquestionably easier compromising between work and childcare and shor tening commuting time. In all our branches we Above: KiDS&Co kindergarten in Ostrow adjust kindergarten opening hours Mazowiecka for FORTE Furniture. to parents’ working hours, to allow them bringing in and picking up the children stress-free in the most convenient time.

Well, let’s talk about serious things – how much does it cost? Is sending child to the “office” kindergarten the same cost as in the other kindergartens or perhaps there are other financial conditions related to this solution? In the reference to our kindergartens and nurseries, we really care a lot, that thanks to the employer’s financial support, the employees have the opportunity to use a bilingual kindergarten at the highest level at the lowest market price. And what are the minimum conditions the office building needs to fulfil to have the kindergarten project started? Are there any limitations? O p t i m a l co n d i t i o n fo r t h e kindergarten premises in the office building is certainly well sunlit ground floor with an area of 350 to 500 m2.

Did you hear at some stage that parents looking for a new job opportunities were considering those buildings where the kindergarten for their children was available at? Definitely yes, we did. The best example I could mention here is our kindergarten in Lodz that we opened and manage for the Infosys Poland and which became a substantial argument during recruitment process, helping in gaining new employees. In a ver y competitive and fast developing BPO/SSC sector where staff turnover is a major concern, corporate kindergarten becomes a real human capital management tool to retain the best employees and acquiring talents even from further regions of a country. The kindergarten in the office building, where many companies can use its services is one solution. How about running the kindergarten for just one dedicated company – is it possible? How does the company may support its employees within such project?

Above: KiDS&Co kindergarten in Lodz for Infosys Poland.

Let’s have a short view to the future – in your opinion, how fast the new kindergartens will be build and created in office buildings? Are we talking rather about single projects in large cities or perhaps 2017 will bring us not few but dozens of kindergartens opened in many Polish cities? The sector is still very young, but I believe that during next few years the number of new kindergartens will be significantly increasing. According to our observations kindergartens become the most desirable argument in the negotiations of developers with potential tenants. And developers more and more aware of this fact include them in the new office buildings’ plans already on the design stage. • Outsourcing&More | March – April 2017

Creating and delivering smarter services

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Capita Europe CEO Capita Europe: Marcus Meloni Employees: 7 650 Sites: Niemcy, Szwajcaria, Polska Capita Poland General Manager: Agni Zygner Employees: 850 Sites: Krakow, Lodz

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DON’T BE AFRAID OF ACTIVITY BASED WORKING The working environment is undergoing constant evolution. The whole world is experiencing a transformation that sees the introduction of a younger generation of employees and the latest technologies supporting remote work. When observing the demographic, technological and social trends it is essential to ask ourselves the question whether the offices of the world are appropriately adapted to the present needs of their employees and modern business challenges? Is abandoning the concept of a traditional office a necessity for organisations striving to develop technologically and open themselves up to the needs of their employees?

The range of topics covered in our joint publication perfectly illustrates how complex the space we commonly call the office is, and the publication itself is food for thought on the topic of how rarely we treat the working environment as a business tool. Coming into contact with a clearly defined ABW concept can provide an impulse to acquire a deeper understanding of how a company works, and often forms the beginnings of the process of change. Its final result is a modern company with a hallmark working environment that fulfils the needs and requirements of many generations of employees, facilitates work according to one’s own preferences, guarantees access to various arrangement solutions and creates opportunities for team integration and the exchange of experiences. Beata Osiecka, Managing Director, Kinnarps Polska, Head of CEE Region.

Outsourcing&More | March – April 2017

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full focus in distracting conditions plus individual, distracted work. At the same time the environment found in the typical office does not mirror the way we spend our time at work. About 75% of our office space is taken by individual desk space, while all the activities related to meetings and team work need to fit into the remaining 25%. This lack of sufficient space for meetings and team work, along with an overall high level of distractions, are essential problems we face in our Don’t be afraid of Activity Based Working, modern work environments. The division apart from describing the joint research and arrangement of space and equipment project: The Office and the Needs of the in the modern office just does not reflect Organisation, creates a wide context the real use of time and the work patterns for the concept of ABW, provides of modern companies. We project that opinions from various experts about in the 2020 perspective the share of team the available tools and at the same time tasks in general work time will increase gives guidelines on how to approach the to 70%. transformation of your company into an Activity Based Working organisation. Taking all of this into consideration allows one reach the conclusion that a modern The mobile revolution has forever office which allows its employees to adapt changed the tools of work and enabled their work places to the nature of their tasks to be carried out anywhere, any time. tasks has stopped being a curiosity on the Concurrently, not only are most office labour market. Increasing numbers of spaces not adjusted to suit real working organisations are discovering the benefits patterns, meaning how and when we of being flexible, of providing varied carry out our jobs, but the organisations office environments and the resulting themselves fail to follow through with freedom to use its potential. Many more the changes that come as the result of companies will come to understand that technological breakthroughs. Activity Based Working is the solution to the issues of the modern working If we look at how our work is divided environment, by offering varied space into individual and team work, we types that correspond to different needs, can observe that it falls evenly into thus making it a tool for the effective each category. If we introduce another management of a multi-dimensional concept to the same mental exercise, team by implementing the full potential namely which tasks are carried out with of its individual members and mobile full focus and which in an environment communication capabilities. full of distractions then we will discover that it is also about 50% each. Don’t be afraid of Activity Based Working As a conclusion we may state that we is an overview of the experiences of spend only 25% of our time at work with the leaders in three separate fields: our full focus on individual tasks, while Hays, Kinnarps and Skanska, in terms the remaining 75% of our work time of the Activity Based Working concept. is used for team work carried out with This publication, apart from presenting The concept of Activity Based Working (ABW), which defines the office as a flexible space adapted to its users and the nature of their work, seems to be the best solution in these times of dynamically changing work environments. This is why the three leaders of the labour market, Hays, Kinnarps and Skanska, have just published a comprehensive account of the Polish experience with the ABW model.

Outsourcing&More | March – April 2017

the wider context of the concept, also focusses on the results of The Office and the Needs of the Organisation study, conducted by 100 companies that together employ more than 50,000 people. According to the companies surveyed under The Office and the Needs of the Organisation study, flexibility will shape the labour market for the years to come. Employees want to be able to choose when they work, where and with what tools, especially the younger generation, who are already adapted to multi-tasking and frequent work mode switching. Such an essential transformation in working modes can be a difficult task for employers, who face the challenges of connecting the requirements of different generations into a single organisation.

We spend only 25% of our time at work with our full focus on individual tasks, while the remaining 75% of our work time is used for team work carried out with full focus in distracting conditions plus individual, distracted work.

Although the surveys show that organisations affected by Activity Based Working are becoming increasingly multifunctional and flexible, they also prove that we have a long way to go before it is widely implemented. The respondents assessed that about 30% of offices support creativity and team work, two traits that employers most often expect from their future employees. Simultaneously the same number of offices are experiencing a wholly different situation: the work place does not support the co-operative and creative skills of their employees. Most companies are “half-way”, which means that their offices include some elements that affect desirable attitudes. Another point made by Don’t be afraid of Activity Based Working is that

Aleksandra Krawsz, Marketing & PR Manager

BUSINESS This lack of sufficient space for meetings and team work, along with an overall high level of distractions, are essential problems we face in our modern work environments.

The respondents assessed that about 30% of offices support creativity and team work, two traits that employers most often expect from their future employees.

The full version of the report can be ordered here: www.kinnarps.com/pl/ pl/zamowabw

in many companies there is no correlation between what the employer expects of their employees and what conditions they provide. On the one hand employers are seeking people who are creative, independent, know how to work in groups, and approach their tasks with commitment and business skills, while on the other they tend not to use the full potential of the work environment, even though it is necessary to achieve these requirements. The Hays, Kinnarps and Skanska survey shows that in about 40% of offices the employees have no impact on their work environment. Only one in four organisations provides the ability to participate in changing one’s work place. The office is not only a place to carry out our work but also an employer branding tool that motivates teams and draws new talents, so from this viewpoint this equates to a potential loss of competitive edge through the simple lack of the most sought after needs – the conditions for the development of creativity, co-operation, independence and commitment. One of the characteristic traits of the Polish labour market is the lack of dogmatism when it comes to the implementing and adapting to a phenomenon which has been created outside our business environment. This is why the ABW concept

is seen in Poland as a kind of a point of comparison – how well an organisation can implement this idea with the use of its tools and in the context of its limitations, structure and goals, and not as a model for implementing it in its fullest form or none at all. This is why special focus is placed on both the analyses that attempt to identify the predominant work patterns in organisations and the change process structure which accompanies all restructuring activities, which in the case of ABW is of utmost importance.

as a tool for team management. They begin considering their offices not only in terms of costs, but also as investments. A positive attitude towards office flexibility yields more benefits than just adapting a work space to suit the work. By acquainting themselves with the market trends and the opinions of younger generations, the employers are able to better adapt their offices to upcoming challenges and gain a competitive advantage in some business areas.

Another advantage of the publication can be found in the numerous expert opinions, tackling a wide range of issues related to ABW – including the labour market, HR and management with a special focus on the change process, work space design and ergonomics as well as office building architecture and the real estate market. The opinions also describe the tools that can help companies find the best way of implementing the ABW model for given organisations, and identify its readiness level for the launch and development of changes.

According to the Hays, Kinnarps and Skanska survey published in Don’t be afraid of Activity Based Working, 88% of the respondents are thinking about using their office arrangement as a tool for the conscious development of the company image, which in turn leads to an increasing awareness of the importance of the office as a tool for supporting the company strategy and a solution to the challenges of the modern labour market. More companies are seeing that a modern working environment needs to be flexible and adaptable to the needs of its employees. •

With the growth in the awareness of the effect that office arrangements have on the working of organisations, employers are increasingly looking at the potential of their working space

Outsourcing&More | March – April 2017

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Forms of running business in Poland: spółka z ograniczoną odpowiedzialnością (a limited liability company) Apart from direct business operations of a foreign entrepreneur in Poland through a branch or a representative office, entities living or seated abroad can run business in Poland indirectly – in the form of commercial companies.

The Polish legal system distinguishes partnerships (jawna, partnerska, komandytowa i komandytowo-akcyjna – registered partnership, professional partnership, general partnership, limited joint stock partnership) and companies (spółka z ograniczona odpowiedzialnością i spółka akcyjna – limited liability company, joint stock company). One of the essential differences between partnerships and companies is the partners’ liability for possible obligations. As a rule, in partnerships the partAleksandra Pytka, ners are liable for obligations jointly and legal trainee in the severallywith the partnership, with all Law Firm „Chudzik their property and without limitations.

i Wspólnicy Radcowie Prawni” sp.p.

One of the essential differences between partnerships and companies is the partners’ liability for possible obligations.

Therefore, if execution against the partnership turns ineffective, it can be claimed against the partner’s property. In case of companies, the rule is that in case of an ineffective execution against the company for outstanding obligations, liability is incurred by members of its authorities, while shareholders are only liable up to the value of their contributions. Considering the aforementioned, companies seem to be a preferred option for bigger projects. If big money, loans, leasing, purchasing expensive equipment are at stake, possibilities to gain big profits are higher, yet a risk of possible failure is also high. When considering the type of the company, it should be remembered that companies can be one-person firms, so to establish one you do not need a partner (with one exception – a oneperson limited liability company must not establish another one-person liability company). As a limited liability company is less formalised, it does not require a high contribution in the beginning

and allows partners to control it to a large attorney appointed by an unanimous extent, which seems of particular interest resolution of partners. The organisational phase must not last longer than 6 months. to foreign investors. If within that time the company is not Establishing a limited liability company reported to a registry court or if a decision shall require some formalities but it is not to refuse the registration of the company truly complicated. Articles of association becomes legally binding, the articles of must be made in the form of a notarial association shall be cancelled. deed. The articles need to stipulate the company’s business name and seat, its scope of operations, share capital amount, number and nominal value of shares taken up by particular partners and also the time for which the company is established, if not for perpetuity. The business name can be any name which only needs to be followed by words “spółka z ograniczoną odpowiedzialnością [limited liability company]”. The In order to complete the establishing minimum amount of the share capital a limited liability company, after for a limited liability company is PLN contributions have been brought 5,000. It should be noted here that this in and authorities appointed, an is not an amount which shall be sort of application must be made to enter the “frozen” in the company – the money can company in the Entrepreneurs’ Register be freely used for the company’s business of the National Court Registry. Such operations. It is only an entry in the an application must be filed on official company ledgers. Contributions brought forms available from courts or the to the company to take up shares can be Ministry of Justice website. A registration in cash or in kind. However, neither work fee applies which totals to PLN 600 (PLN nor providing services for the company 500 – registration with the National Court by a partner can be recognised as Registry, PLN 100 – publication in the Monitor Sądowy i Gospodarczy which a contribution in kind. is compulsory). On signing articles of association of a limited liability company, a limited An alternative method to establish liability company in organisation is a limited liability company (to the one created. The “organisational” phase is described above) is its establishing typical for companies and continues based on model articles of association. until the company is registered in the This shall require lodging forms provided Entrepreneurs’ Register of the National in a special telecommunication system Court Registry. In the meantime, the and sign the articles of association with company can operate and incur liabilities, an electronic signature. This is a simplified it is represented by its board or by an version which does not allow for free

The minimum amount of the share capital for a limited liability company is PLN 5,000.

Outsourcing&More | March – April 2017

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wording of articles of association The limited liability company body What is important, when establishing to run its business and represent it is a limited liability company with models a board of directors which can comprise articles of association, contributions for partners and non-partners. As a rule, the share capital must only be made each partner is entitled to control the in cash. The telecommunication system company operations: they can request is also used to lodge the application explanations from the board, inspect the to register the company. company ledgers and make a balance sheet for their own use. However, a supervisory board or an audit board can be established to supervise the company operations. Such an authority must be appointed compulsorily for companies whose share capital exceeds PLN 500,000 and the number of shareholders is higher than 25. Then, the company articles of association can exclude or limit the right to individual control by a partner.

part, acquiring and selling real properties. Types of matters for which partners’ resolution is necessary can also be defined in the articles of association.

Despite the appointment of a board of directors or possibly a supervisory board/ audit board, some decisions in a limited liability company must be made by shareholders. The act on companies enumerates there: matters related to the approval of financial reports, acknowledgement of fulfilment of duties by members of its authorities and making significant decisions on the company property. A resolution by a shareholders’ meeting shall be required for e.g. selling or leasing enterprise or its organised

In the next paper, we shall briefly present rules to establish and run another type of company–spółka akcyjna [a joint stock company].

Outsourcing&More | March – April 2017

When making a decision on opening a business in Poland in the form of a company, one should remember that if a partner is not resident in an EU member state or a state which is a party to EFTA and a member of the European Economic Area, a temporary residence permit must be obtained to commence a business. The Polish law has some special restrictions for purchasing real properties in Poland by foreigners. This also applies to companies where some shares are held by foreign entities.

An alternative method to establish a limited liability company is its establishing based on model articles of association.

Please note, that business name ‘Limited liability company” and other business names of the companies of Polish law were translated only for the comfort of the reader. The rules of acting of these companies might be different from the companies having similar business names in other legal systems. •

INVESTMENTS

INVESTMENT NEWS 2016 was a good year for the warehouse market

2016 turned out to be record-breaking in terms of supply and demand. The volume of transactions was higher by over 600,000 sqm than in 2015 and at the end of Q4 2016 it reached a level of 3.32 million sqm– according to Colliers International latest report summarizing the industrial market in 2016. Developer and tenant activity during the previous year led to another record for both sides. Over 1.26 million sqm of modern A-class industrial space was delivered to the market (compared to approximately 941,000 sqm in 2015). At the end of 2016, the total supply of modern industrial space in the main markets in Poland reached approximately 11.2 million sqm. At the end of 2016, the vacancy rate in the Polish market was 5.4% (compared to 4.6% in Q4 2015). This means that the ratio of unleased space increased slightly, which was caused mostly by completions of speculative projects. Rental rates in the main industrial markets in Poland remained stable during the last year.

Balmain and Sharman Church to set up new company

The Partners of Balmain Asset Management and Sharman Church Chartered Surveyors have signed an agreement to merge the advisory businesses of ‘’Balmain’ and ‘Sharman Church’. The combined entity will trade under the newly established name of ‘BSC Real Estate Advisors’. The firm will provide clients with a complete set of service lines across all commercial property sectors including offices, retail, investment, industrial and property management. Balmain Asset Management will continue to trade as a completely separate entity continuing its focus on Asset and Investment Management. BSC Real Estate Advisors will be a fully independent commercial real

estate advisory firm covering the Polish & CEE markets. The Executive Board of BSC Real Estate Advisors will comprise: Jason Sharman who is appointed as Managing Partner and will run Investment and Business Space; Paul Cawood will lead the Retail Leasing team and Tim Rylance will oversee Property Management, Management Accounts and Project and Technical Services. The firm will employ around 79 personnel with the Warsaw based staff looking to fully integrate into one office location by early April 2017.

Langowski shipping has signed a lease agreement in pomeranian logistics centre in Gdańsk

Langowski Shipping, a Polish company operating in the transport, shipping and logistics industries, has signed a lease agreement for 3,500 sq m of space in Pomeranian Logistics Centre in Gdańsk, developed by Goodman. Experts from JLL represented Langowski Shipping during the process of selecting new warehouse location and negotiation of lease terms. Langowski Shipping offers comprehensive freight forwarding and customs clearance services, including organized sea transport of import and export cargo. Pomeranian Logistics Centre comprises

warehouse schemes located in Gdańsk, developed and owned by Goodman. This multimodal logistics centre links Poland with other countries by rail, road and sea. Furthermore, the complex is conveniently located, just nine kilometers from the centre of Gdańsk and 23 kilometers from the Lech Wałęsa Airport in Gdańsk. The warehouses are also accessible via the S6 expressway and A1 motorway.

ASTORIA Premium Offices started to speak!

From mid-December the multimedia screen of the gloriette on top of the last storey of ASTORIA Premium Offices from the West side dis-plays short, optimistic

messages addressed to the local community. This is another office building in Warsaw that uses its façade to com-municate with the passers-by. Until now the screen was used as a communication platform with the potential clients. Now, when ASTORIA welcomed first office tenants, the building starts a “dialogue” with the neighborhood. From mid-December ASTORIA surprises passers-by with new messages on a daily basis. ASTORIA offers over 18,000 sq m of office space and 900 sq m of retail area. STRABAG Sp. z o.o. is the general constructor of the pro-ject. Colliers International has been appointed an exclusive leasing agent of this investment.

Ericsson leases 8,000 sqm in dot office in Kraków

Ericsson – a global leader in delivering ICT solutions - has signed a lease agreement for 8,000 sq m of space in DOT office, developed by Buma Group in Kraków. Ericsson will move to its new premises in June 2017 and will occupy the entire building E. Ericsson is a world leader in communications technology and services with headquarters in Stockholm, Sweden. Organization consists of more than 111,000 experts who have provided customers in 180 countries with innovative solutions and services. Ericsson is building a more connected future where anyone and any industry is empowered to reach their full potential. DOT Office is located at Czerwone Maki in Kraków and it was designed by renowned Medusa Group. The complex is in a quiet and green neighborhood. The area features high scientific and innovation development potential, being home to a number of research centers of the Jagiellonian University and independent business establishments. In a close neighborhood of the DOT Office complex, there is situated one of the main hubs of public transportation, providing multitude Outsourcing&More | March – April 2017

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of tram and bus lines, and Park & Ride parking system. In the process of determining a long-term strategy, including searching for a suitable location and shaping the lease terms of the contract, Ericsson was supported by international advisory company JLL.

Polish BPO/SSC market in 2016

Poland strengthens its position as the leading European location for the sector of modern business services. The country has over 1,000 BPO/SSC centers, which employ over 200 thousand people. In recent years, the annual growth in the industry has reached 20 per cent. There is no indication that the development of this branch of Polish economy will slow down in the near future. BSS sector has long been generating most of the demand for office space in the regional cities. Walter Herz experts estimate that in the next 3-4 years, the industry will need one million square meters of office space. Most centers of modern business services are located in Warsaw. Polish Information and Foreign Investment Agency has recently informed that there are 160 shared service centers operating on the Warsaw market. In terms of the number of centers, Warsaw occupies the first position in the country. Almost 36.7 thousand people work in Warsaw sector companies, which gives the Warsaw agglomeration second position after Cracow in terms of employment in this segment of the market. More informations: http:// www.outsourcingportal.eu/en/ polish-bpo-ssc-market-in-2016

Porf has published its data on the Warsaw Office Market for Q4 2016

The Polish Office Research Forum has published its data on the Warsaw office market for Q4 2016. Market data prepared by a team of analysts (CBRE, Colliers International, Cushman&Wakefield, JLL, Knight Frank, Savills) concern modern office stock, new completions, the number of deals and take-up volumes, and vacancy rates. In 2016, the market grew by 407,000 sq m (21 projects). The largest office projects delivered to the market were: Warsaw Spire A (59,100 sq m), two buildings in Gdański Business Center II (49,000 sq m) and Q22 (46,400 sq m). In Q4 2016 five office schemes were Outsourcing&More | March – April 2017

completed: Biura Koszyki (13,900 sq m), The Tides (12,000 sq m), Poleczki Business Park Madrid (7,300 sq m), Nordkapp (4,200 sq m) and Trumpf Polska HQ (1,700 sq m).

Retail market in Poland in H2 2016

The Polish Retail Research Forum (PRRF) has summarized the retail market in Poland in H2 2016. The market data prepared by a team of analysts concerns modern retail stock, including newly-delivered schemes, development pipeline and the retail space saturation levels (sq m per 1,000 inhabitants). The PRRF has also published its data on the volumes of vacant space in Poland’s key retail markets, including cities of above 150,000 inhabitants. Among the eight largest retail markets in Poland, the highest retail saturation levels are constantly seen in the Poznań agglomeration (881 sq m per 1,000 inhabitants) and the Wrocław agglomeration (838 sq m per 1,000 inhabitants), whilst the lowest is in Szczecin (495 sq m per 1,000 inhabitants).

Savills to manage Nobilis Business House in Wrocław

In January 2017, international real advisor Savills has been appointed by Echo Investment to manage a modern office building - Nobilis Business House in Wrocław. The building, located next to the Pasaż Grunwaldzki shopping centre, was opened in August 2016 and offers 16,000 sq m to let.

Platinium IV in LEED Gold certified

Platinium IV office building owned by Allianz has gained LEED EBOM (for existing buildings) Gold certificate. The certification process was conducted by international advisory company Colliers International.Platinium IV office building is one of five class A office buildings forming Platinium Business Park complex, located in the Mokotów district of Warsaw, at the intersection of Domaniewska and Wołoska streets. The five buildings offer a total of 58,200 sqm of modern space allowing flexible floor arrangement, a comfortable environment for occupiers with excellent public transport access and visibility. A unique feature of the complex is the park and lake located amongst the buildings.

Record number of office space under construction

Warsaw office market is in excellent condition. 2016 was a record year in terms of new office space, the total supply at the end of the year exceeded 5 million square meters. The largest projects in the capital city - Q22 and Warsaw Spire were launched on the market. Despite the high saturation, construction activity remains at a very high level – there are more than 60 projects under construction that will provide the market with 850 000 sqm. In accordance with the latest CBRE report – Warsaw Offices, Q4 2016 summarising the fourth quarter of 2016, the high activity of developers is accompanied by stable demand. Tenants’ activity was slightly lower than the record year 2015, although it still remained at a level of more than 750 000 sqm. - that situation was not observed in previous years. The availability of high-quality office space continues to attract new players to Warsaw, but the real challenge is to keep tenants in older office buildings. There is a noticeable trend of development of organisations that freely adapt spaces, rearrange existing one or rent larger offices.

ILF Consulting Engineers Polska, a leading engineering and project consulting company, has renewed its lease agreement for approx. 4,200 sq m of office space in Poleczki Business Park complex in Warsaw.

Ericsson leases 8,400 sqm in university business park

INVESTMENTS

INVESTMENT NEWS

Warsaw market has joined the largest in Europe

International real estate advisor Savills has been appointed to manage a 16-storeys, mixed-use Wratislavia Tower on behalf of Cinema Tower Sp. z o.o. The 20,000 sq m property officially joined Savills portfolio in December 2016.

In recent years, the increase in supply of office space in Warsaw has been extremely fast. Since the beginning of 2014, the capital gained one million sq m of offices and it does not seem like the developers are going to slow down. Only in 2016, over 20 buildings with more than 400 thousand sq m of offices were commissioned in Warsaw. Walter Herz experts agree that it is the best result in the history of the market, similar to a spectacular increase of office space recorded in 2000. Roughly as many offices as in Warsaw were commissioned last year in the largest Polish cities outside the capital. For the first time on the Warsaw market two office towers were completed in one year- Q22 and Warsaw Spire, which are among the most architecturally interesting and most technologically advanced constructions. Such a large new supply, which we saw in 2016, did not cause a drastic increase in the vacancy rates. According to Walter Herz, the level of vacant office space in Warsaw by end of last year was only slightly higher than at the end of 2015.

TMF Poland expands its office in Warsaw’s Metropolitan

Trespass joins the tenants of Blue City shopping centre in Warsaw. One of the largest Scottish companies producing sportswear and outdoor clothing has so far been present on the market solely as an outlet retailer.

TMF Poland has decided to extend its lease and to expand its office space to more than 1,900 sq m in the Metropolitan office building in Warsaw. The tenant was represented in the negotiations by global real estate services firm Cushman & Wakefield. TMF Poland is part of the TMF Group, a multinational business services firm. It has more than 120 offices in 86 countries, including two Polish offices in Warsaw and Katowice employing over 200 professionals. With many years of experience and global expertise it provides accounting, HR and payroll, and corporate secretarial services to businesses operating on an international scale. TMF is most frequently recommended by leading law firms and auditors. • Outsourcing&More | March – April 2017

INVESTMENTS

Romania, the land of all possibilities in outsourcing Many people think that what’s happening in Romania might be calling a silent outsourcing revolution. Even though statistics place the country on the 3rd place in Europe and 13th globally in 2016 in terms of the attractiveness of the outsourcing sector, it’s still a long journey left for us to become leaders in the industry.

AN ATTRACTIVE OUTSOURCING DESTINATION CALLED “ROMANIA”

Although it is interesting to notice that Poland, Czech Republic, Hungary and Slovakia have a certain maturity regarding the IT market, for example, Romania has advanced more rapidly than most of the countries. In 2009, the country was placed 19th in the world ranking according to A. T. Kearney Global Services Location Index and 2010 was the year in which Romanian software and services exporters began to recover after the crisis. According to ANIS (Employer’s Association of the Software and Services Industry), the sector maintained a growing trend, a bit slower than in the pre-crisis years, it’s true, but statistics show that exports grew by 40% between 2008 and 2011, which proved investors’ growing interest for Romanian companies, mainly for offshoring, nearshoring and R&D centers. We can estimate that the outsourcing industry began to develop in Romania in 2003 but one of the important moments was in 2014, when Romania was classified 5 th among the most attractive outsourcing destinations in Europe. STATISTICS ARE ON ROMANIA’S SIDE

Loredana Niculae, Ceo NNC Services Romania

Being the second largest country in Central Eastern Europe (CEE) after Poland, Romania has a population of about 19 million people. Thanks to the Romanian high skilled labour with strong professional and multilingual aptitudes, more than 250 companies activate in the Romanian business service sector. The top industries that provide outsourcing services are

2016 A.T. Kerney Global Services location Index TM Top 20 Rank Country 1. India 2. China 3. Malaysia 4. Brasil 5. Indonesia 6. Thailand 7. Philippines

2.0

4.0

6.0

8.0 6.96

0 0 0 +4

6.49 6.05 6.00 5.99 5.92 5.88

0 0 0

8. Mexico

-4

5.87

9. Chile

5.72 5.68 5.66 5.60

10. Poland 11. Vietnam 12. Bulgaria

+1 +1 -3

13. Romania

5.59

14. Sri Lank +2 15. United States -1 16. Egypt -6

5.54 5.51 5.45

17. Russia 18. Latvia

5.38 5.33 5.32

+4 +5

19. Costa Rica +5 20. Colombia +23

5.35 +Moved up -Moved down

Financial attractiveness People skills and availability Business environment

Banking/Insurance/Financial Services, Technology & Telecom, Industrial & Consumer Goods and Business & Professional Services, according to ABSL (Association of Business Service Leaders). The most common services provided are IT, customer operations, F&A, HR, procurement, project management, business transformation, document management and marketing, according to a 2016 study released by ABSL.

The same survey shows that commercial providers (BPOs) and hybrid companies mainly provide IT and customer operation services, while internal units (SSCs) are more focused on F&A, IT and BIFS services. The IT industry turnover reached 3.6 billion EUR in 2016 and will generate more than 3% of Romania’s GDP in the following 3 years, according to ANIS’ estimations. Moreover, the offshore/ nearshore IT centers continue Outsourcing&More | March – April 2017

INVESTMENTS

to grow very fast and are boosted by fiscal incentives, qualified resources, and a growing demand from developed markets, especially from Western Europe and the US, ANIS experts say.

Companies usually hire fresh university graduates and young professionals, of ages between 20 and 35 years old. The outsourcing sector is expected to grow by around 20%, and until 2020 the number of employees will reach The Romanian outsourcing market 150.000. has known a significant growth and has become one of the most important Romania’s visibility as an outsourcing global and European outsourcing destination for IT complex projects is markets, transitioning from a pioneering partly thanks to a sustained investment outsourcing market to a mature BPO in education. location. The country is a preferred outsourcing destination due to its With its young, talented and motivated operational conditions within the BPO professionals, who embrace European sector-well developed IT infrastructure values and master multiple foreign and employees who speak English at languages, Romania contributes to the global outsourcing industry. a proficient level. A local characteristic of the outsourcing ROMANIA ON THE ROLL industry is that the services are mainly Worldwide companies continue delivered in the original language of the to expand on the Romanian territory, client. Besides English and French, they mainly seeking talented professionals are also fluent in languages like German and low costs. International presence or Hungarian, spoken in the central includes Accenture, Amazon, Dell, region of the country. Other languages EA Games, Ericsson, Genpact, Google, spoken by Romanian outsourcing HP, IBM, Intel, Microsoft, Oracle, employees are Hebrew, Arabic, Japanese, Stefanini, CGS and many others, names Chinese, Korean and Nordic languages. which only consolidate Romania’s Around 90% of the employees typically international reputation. speak two languages in Bucharest’s contact centers, according to the BPO ROMANIA’S TALENT POOL The Romanian outsourcing industry has and Shared Services Location Index over 109,000 employees, which represent 2016. But, the total number of languages 1.3% of the country’s working population. spoken by all employees in contact Outsourcing&More | March – April 2017

centers is significant higher–more than 10 foreign languages. According to ABSL, the maximum number of foreign languages spoken by the staff in one contact center is 28. SALARIES

In terms of average salary, Romania ranked 27 th out of 28 EU countries in 2016, positioned between Hungary (26) and Bulgaria (28). The average wage was 463 EUR per month, which is around 4.5 times less than the average salaries in countries like Germany, France, Netherlands, Belgium or Italy.

Thanks to the Romanian high skilled labour with strong professional and multilingual aptitudes, more than 250 companies activate in the Romanian business service sector.

The minimum income received by Romanian contact center employees was about 300 EUR per month. However, foreign languages proficiency increased salaries up to 1,000 EUR per month for entry-level positions and of course the IT industry remained the best paid. As an example, if a multinational company from the sector offers a Romanian Junior Software Developer around 1,000 EUR per month, in countries like Sweden, Denmark or Norway, salaries for the same position may exceed 5,000 EUR per month. The Romanian IT industry is actively supported by ANIS, an association which has over 130 members, including companies of all sizes with either

INVESTMENTS

Romania - SITS Revenues from Foreign Customers – Shaares of Vertical Sectors and CARG 15/19 16%

38% 10% The IT industry turnover reached 3.6 billion euros in 2016 and will generate more than 3% of Romania’s GDP in the following 3 years, according to ANIS’ estimations.

2% 3% 1% 4%

Romanian or foreign capital, having offices in all the main IT centers in the country. BUCHAREST, THE HEART OF OUTSOURCING

While Bucharest gives more than 50% of the total revenue of Romanian IT industry, Cluj-Napoca is the country’s center of hardware and electronic production. Additionally, IT companies have opened offices in other cities of the country, where they can find human resources at even lower costs. For example, IBM opened offices in Brasov, HP and Endava have expanded in Cluj, Amazon has a centre in Iasi, Continental Automotive and Alcatel-Lucent are present in Timisoara and Ubisoft in Craiova. THE BUSINESS ENVIRONMENT

Romania ranked 36 in terms of ease of doing business, and 62 in terms of ease of starting a business out of 190 economies, according to the World Bank Group 2017 study. On top of that, being an EU member since 2007, Romania has more simplified legal and financial issues. What needs to be improved is the cooperation between the public sector and companies, since most companies do not benefit from any form of public support, according to ABSL research. However, some enterprises did receive government grants, UE funds or benefitted from local tax exemption. Regarding the real-estate market, at the end of the year, the prime headline rent remained stable at 18.5 EUR/sqm/month despite the highest demand ever registered, according to the real-estate agency CBRE. The total surface of the Bucharest office market tripled in 2016, reaching 280.000 sqm and in the following quarters, it is estimated to exceed 3.2 million sqm, reaching a market size

Industry Banking Insurance Public Administration Telecom Utilities Retail & Wholesale Services & Consumers Transportation 0%

16% 13% 12% 13% 13%

24%

18% 19%

11% 5%

10%

15%

20%

25%

24%

similar to Budapest or Prague. Another positive aspect of conducting business and outsourcing work to Romania is that is financially attractive, yet it provides the right balance between quality and costs. “Romania is situated in a favourable context at European level. Development needs to happen at a larger scale, taking into account all important factors of this ecosystem, not only the availability of the human workforce but also a tighter collaboration between the public and private sectors and investments in major areas such as infrastructure. We are among the favourite Business Shared Services destinations, and we should consolidate this position through an integrated strategy”, said Loredana Niculae, NNC Services CEO & OutsourcingPortal Partner. We can admit that the general positive tendency suggests that Romania may catch up with its main rivals, being known for broad technical expertise, low costs and language proficiency. Romania’s service providers are definitely a great choice for long-term collaborations in both nearshoring and offshoring outsourcing. •

Romania - SITS Industry 2012-2016-2019: Shares of Segments – Foreign Customers Revenue 100% 21% 80%

22%

23%

Infrastructure-related Application Related

60% 40%

59%

58%

56%

IT-Intensive BPO Infrastructure Software & Systems

20% 0%

11% 2% 6% 2012

13% 2% 6% 2016

14% 2% 5% 2019

Application Software Products

Outsourcing&More | March – April 2017

INVESTMENTS

A rising center for business services and all in one solution for business growth Rapidly developing and internationally recognized, Kaunas is becoming a go to location for Business Services in the region.

than 730,000 people, and an overall student pool which exceeds 100,000. The student talent pool created in Kaunas is also especially suited to diverse and innovative business services. 1 out of 4 students in Kaunas study engineering related subjects, with this number increasing year on year. In addition, 1 out of 3 students study economics, finance, or business. Kaunas’s universities and colleges are also keenly aware of the importance of creating synergy between business and education. A particularly clear example of this is Kaunas University of Technology, the country’s premier technical university, which has closely developed several ongoing projects with large global businesses. Above: Vytautas And it’s not difficult to see why. It is Magnus University, currently one of the least saturated Kaunas.

markets in CEE–with only 7 employees in the business services sector per 1000 inhabitants – offering greater potential for companies looking to grow than established centers like Wroclaw, Poznan and Tri-City. The city’s real strength lies in its talent. It is Kaunas’s ability to consistently produce a young, educated and highly motivated workforce that has undoubtedly been the driver behind the global player Intermedix’s expansion of its Kaunas based operation. The company presently has 640 employees working across a range of key functions that encompasses IT, F&A, and Operations Support.

Laisvis Makulis, Business Services Team Lead Invest Lithuania

has a low saturation of 6.7%, while the city’s universities currently offer courses to 40 000 students each year. Moreover, with the capital city Vilnius only 100 km away, Kaunas can offer a unique and inter-connected labor pool of more

Take its cooperation with Intermedix, for example, whose Innovation and Creativity Laboratory is aimed at fostering and developing a local hub for R&D. KTU is also home to the largest Bloomberg Financial Markets Lab

Right: Adform office, A2sm photo.

We could go as far as to say that it is this golden ratio of low saturation to high competence that has made the city such an attractive proposition for companies like Intermedix, NFQ Technologies, Call Credit, Festo, Bentley Systems, Devbridge Group and Dematic. The SSC sector alone Outsourcing&More | March – April 2017

INVESTMENTS Right: Adform office, A2sm photo.

in the Baltic States and Poland. This lab enables businesses and public sector organizations to hire new employees with the practical experience of the processes common to global markets.

even greater links between the city and mainland Europe. Then we have internet connectivity to consider. With some of the fastest internet speeds globally, fiber to premises penetration of almost 100%, and the best 4G coverage in the EU, Kaunas offers a fast and robust IT infrastructure tailored to suit the needs of modern business.

Kaunas University of Technology also runs similar programs with Siemens, Samsung, Hitachi, Barclays, and many other companies. All this close collaboration is focused on one main aim, creating the right people to service Kaunas also offers very cost competitive companies looking to grow and develop rates when it comes to looking for a place their businesses. to develop your business. On average, 1m 2 of office space can be rent for The fact that Lithuania is multi- 10 EUR, which is 25% lower than in Vilnius, lingual is also an attractive lure for and 50% lower than in Warsaw. Variety business. 86% of the 20-29 age group and choice is also not an issue, as it is in Lithuania speak a foreign language, estimated that 41,800 m2 of new office with 69% fluent in English. In the space will have been developed by current SSC sector in Lithuania, 97% of the end of 2018, and by 2019, 27 new services are delivered in English. In fact, business centers will have been built. services are offered in 34 languages So, whether companies are looking for in total, with the predominance of the lived-in grandeur of Kaunas Old English and Scandinavian languages Town’s architecture or sleek modern reflecting the current dominance of US, design, the city will be able to fit the bill. UK and Scandinavian investment locally.

For companies of all sizes and functions, Kaunas offers real potential for growth and development. It is clear that as far as this city is concerned, its story is just beginning. •

Above: CallCredit office, A2sm photo.

Looking in more detail at the scope and diversity of the talent on offer, we can see that the Lithuanian SSC sector is equally diverse in the functions it provides and the markets it provides services to. 87% of centers offer 2 or more functions, and 45% of centers are global, offering services to 3 or more regions. Regarding location and connectivity, Kaunas is Lithuania’s second city, and home to the country’s second busiest airport, which offers regular flights to London, Edinburgh, Dublin, Helsinki, and Tel Aviv. Vilnius Airport is only an hour’s commute by rail or car, and all flights are around three hours to most major European destinations. What’s more, the new Rail Baltica Project, which will run from Helsinki to Berlin, is set to go through Kaunas, creating Outsourcing&More | March – April 2017

Left: Kaunas University of Technology photo.

INVESTMENTS

Rzeszów – A Business Centre of Eastern Poland Rzeszów, the capital of the Podkarpackie Province, has been developing very fast in the recent years. It is perceived as a city full of young and entrepreneurial people, where it is worth to invest. It is not a surprise, therefore, that more and more Polish and international companies have been selecting Rzeszów as a place to open their branches. Also some local companies have extended their activities participating in interesting projects and cooperating with reputable companies from outside of the Podkarpackie Province.

RZESZÓW A CITY OF STUDENTS

Four years ago Rzeszów was considered by the European Union a leader with regard to the number of students. At that time 247 students fell to one thousand residents. Today, over 50 thousand young people study at the universities operating in the city, while higher education schools have been continuously extending their educational offer and making it more attractive. In the Province capital there are 9 schools of higher education, including state universities – the University of Rzeszów and Rzeszów University of Technology. Particularly the University of Technology has been highly renowned among the technical universities in Poland. Its students win prestigious competitions and make extraordinary inventions. The team constructing Martian vehicles has twice won the University Rover Challenge held in the US. Also a racing car designed and made by the students of Rzeszów University of Technology, or the Face Controller application have won prestigious awards. In the city there are also private universities offering interesting faculties and practical training system, which has been developed for many years. The graduates are highly competent, energetic and creative. THE MOST ACTIVE SECTOR

Well educated people are awaited by fast developing companies, which have been continuously creating new places of work and engaging in many interesting projects. Particularly dynamic is the IT sector in Rzeszów. The largest representative of the sector in the region is Asseco, which has transformed from

a small company into a giant operating in 50 countries all over the world. The beginning of its operations dates back to 1991, when the company of COMP Rzeszów started to manufacture software for the banking sector. Currently, it is an international capital group and the largest supplier of modern IT solutions in Central and Eastern Europe.

Their software is used by over half of the banks in Poland. Asseco Poland is also one of the largest IT companies listed at the Warsaw Stock Exchange. It has provided software to NATO or the European Space Agency. Another important IT company in Rzeszów is G2A.Com auction platform.

Today, over 50 thousand young people study at the universities operating in the city, while higher education schools have been continuously extending their educational offer and making it more attractive.

Outsourcing&More | March – April 2017

INVESTMENTS

The company specialises in computer games as well as software and prepaid cards manufacturing. It was established in Rzeszów in 2010. Since that time it has opened five branches: in Kraków, Hong Kong, Utrecht, New Delhi and Shanghai. Recently, the company has invested in a virtual reality project, 3D printing or G2A Pay – an international system for payments all around the globe. The company engages in supporting regional development. In 2016 it became a general sponsor of the Exposition and Congress Centre of the Podkarpackie Province in Jasionka, also called G2A Arena. It is a modern business centre for the organisation of exhibitions, conferences and fairs which are most prestigious both in the region and in Poland. The Centre is only 10-minutes-drive away from Rzeszów and has perfect connections to the city centre. It offers over 16,000 m² of exhibition space, a congress hall, 11 conference halls and a reception hall. Events of Polish and international importance are organised at G2A Arena, just to mention Congress 590, Europe – Ukraine Forum, or “Business without limits” Congress.

One of the companies is Deloitte. It has been present in Rzeszów since 2015. It is an international network of commercial companies dealing in financial and legal advisory services as well as auditing. It has been active in Poland since 1990. The company decided to open its Shared Services Centre for the Central Europe in Rzeszów, which means that hundreds of new work places were created. Deloitte offices are located in a modern office building – Skyres Warszawska – at Warszawska Street.

The building offers high quality office space which has been attracting new investors to the Province capital. The building is not only energy efficient but also full of innovative solutions that serve the convenience of the tenants. Each storey houses over 1,600 m² of office space, which may be of particular importance to large companies. The building was erected to class A standard, and has been additionally certified in accordance with the American LEED system on GOLD level. At the moment another similar office building is being erected – Skyres Lubelska. It is going to provide over 17,000 m2 of space. Both the new building and that at Warszawska Street are very well located, close to the city centre and in the NOT ONLY IT The Podkarpackie Province capital city area providing very good access to every has watched an intensive development part of the city. of the outsourcing sector. Roughly 30 companies of the BPO, SCC and R&D The attractiveness of Rzeszów is also sectors have opened their branches supported by the Rzeszów-Jasionka in Rzeszów. They employ staff educated Airport. It avails of the second longest in various disciplines and care for runway in Poland. From the airport the promotion of the city in Poland passengers may travel to directions most popular in Poland: the UK, Germany, and in the world. Outsourcing&More | March – April 2017

Scandinavia, France, or the USA. The airport has also serviced charter flights to Tunisia, Greece, Egypt, or Bulgaria. The Jasionka Airport has a very well educated and competent staff, which may be partly credited to the Rzeszów universities. The Rzeszów University of Technology has for many years been successful in training perfect pilots. Further, the Higher School of Information Science and Management has recently opened two English-language majors of studies related to aviation management.

Roughly 30 companies of the BPO, SCC and R&D sectors have opened their branches in Rzeszów.

Also important is the fact that A4 motorway now leads to Rzeszów, and the drive from Kraków to Rzeszów takes slightly more that an hour. Thus, the enormous potential of the city is obvious, both as regards technology innovations and business. The growing number of investment projects, also the foreign ones, confirms the attractiveness of Rzeszów for the entrepreneurs of other sectors of economy. The city has received many awards, including the highest awards in the Cities of Future Competition 2015 in the categories of “Medium Sized Cities” or “Business Friendly Cities”, as well as the main award in the category of “The Rising Star of Outsourcing in Poland” at the 3rd International CEE Gala for Shared Services and Outsourcing Awards 2015. •

Radosław Walas, Member of Board Developres Sp. z o.o.

INVESTMENTS

InnoBydgoszcz – innovations from the City on the Brda River Innovations, smart cities, intelligent solutions – these notions at great length refer to rapidly developing cities and there is no week when a piece of information about new enterprises working on innovative solutions is not published somewhere in Poland.

In what way is the City of Bydgoszcz – one of the leaders among so called “emerging cities” – following these trends? It is indeed following them to a great extent by showing that modern technologies facilitate the functioning of the City and supporting its ongoing development. ITS (Intelligent Transportation System) is one of the City’s major infrastructure projects. Large outdoor screens are not difficult to spot in a number of places in the City, where information about current traffic is provided, which at the right time allows the road users to choose the alternative route and receive a warning about changes caused by roadworks or a sudden emergency such as a traffic accident. ITS also supports public transport. Due to the system, which considers for instance delays caused by traffic jams, passengers can follow buses and trams departures in real time. Taking into consideration current traffic volume, the system adjusts the operation of the traffic lights in order to clear the most congested roads. Modern transit information displays provide not only information on changes introduced to the particular bus or tram routes but also local announcements. What is vital in complementing to these solutions is an intelligent video surveillance system that operates in the City. Car drivers are also facilitated with monitoring of parking space availability in the city centre. This useful system makes it less demanding to find an available parking spot. Before entering the chargeable parking zone, there are information screen displays for drivers giving details about the level of the area occupation.

Companies from Bydgoszcz are also involved in developing the elements of the ITS across Poland. Pixel Sp. z o.o. or SiMS Sp. z o.o. are involved in the production of information boards.

quality of life in the City by, i.a. shortening the commute time and reducing traffic jams which also has considerable impact on the environment.

Considering the environment, it is According to the goals of the project, worth to mention the Demonstration these activities are to directly boost the Centre for Renewable Energy Sources, Outsourcing&More | March – April 2017

INVESTMENTS awarded in numerous contests and located in the Mechanical School Complex No. 2 in Bydgoszcz. The Centre completed a passive building project that shows a number of good practices in the sector of renewable energy sources and technology enhancing low energy consumption and effective use of natural resources. The object was built by a construction company from Bydgoszcz – PUBR. The technology used in the building includes, i.a. photovoltaic cells–80 pcs., brine heat pump, solar panels, 3 kW wind turbine, hybrid external flash, wood-aluminium 3-layer external windows, ground heat exchanger, air recuperator in the mechanical ventilation and monitoring system. Modern technology also cares about the safety of Bydgoszcz inhabitants. The City has a risk warning system with a free smartphone text message app. Similar systems have already helped to avoid dangerous situations in other cities in the world. A similar system, created by Nokia developers from Bydgoszcz, was used in New York. All the world heard about the successful capture of a bomber after the US authorities decided to send out a text message arrest warrant to all mobile phone holders in New York. The man was captured within three hours. The above are only examples of projects that have a direct or indirect impact on the urban tissue, however, they show very well that innovation means not only huge infrastructure projects but, most importantly, modern companies which implement these projects. It is in their design offices, on drawing boards, that new ideas come to life to later become the elements of intelligent systems and solutions.

Innovation Centre – Technology Transfer Centre operating at the University of Technology and Life Sciences in Bydgoszcz. The Centre supports scientists in intellectual property disputes, helps them to connect with other entrepreneurs and provides general consulting in the and Technological Park. The company’s field of research and development. offer includes a number of wind turbines and hybrid street lighting systems with LED lights powered by wind turbines.

The city of Bydgoszcz is proud of a large number of enterprises that implement pioneering projects in various sectors of economy. Thanks to PESA company, railway vehicles adjusted to the needs of dynamically developing urban agglomerations are created. PESA is also one of the largest employers in Bydgoszcz. More technological solutions are also being created by HTG Sp. z o.o. That produces fireproof and bulletproof glass or glass with heating or colour change function which allows employees for more privacy, e.g. during business meetings. Another local company which introduces innovative projects is FreeVolt which develops photovoltaic systems – systems offered to municipalities, companies and private households. Similar solutions in the field of energy generation using reviewable sources have been delivered by Airon Green Energy Turbines Sp. z o.o. with headquarters in the Bydgoszcz Industrial

In Europe and around the world, outdoor gyms located in parks, squares and public spaces have become very popular. Supported from the so-called “civil budget” programme, similar installations are being created in Bydgoszcz so that passers-by can enjoy a little bit of physical activity and active sportsmen use the opportunity to extend their training. Trainer devices installed in the City are also produced by a local brand – Romex. The company has introduced an innovative device – Trainer Disabled – which allows people with disabilities to exercise without getting off the wheelchair.

Outsourcing&More | March – April 2017

Innovations occur spontaneously as a response to the needs of the society or as a result of research into new technologies. An important element is the link between the scientific world and the commercial use of the innovation. This is taken care of by the Regional

The city of Bydgoszcz is proud of a large number of enterprises that implement pioneering projects in various sectors of economy.

Once, one of the most prominent economists – Adam Smith who lived in the UK in the 17th century – and the founder of classical economics said that “the country is rich with the wealth of their citizens”. One might wish to paraphrase this accurate observation and say that the country or the city is innovative with the innovation of its entrepreneurs. Bydgoszcz can undoubtedly be considered a city of innovation, a smart city. •

Bydgoszcz Regional Development Agency Unii Lubelskiej 4C St. 85-059 Bydgoszcz p: +48 52 585 88 23 barr@barr.pl www.barr.pl

INVESTMENTS

WORK-LIFE BALANCE by Kielce Many companies operating on the contemporary labour market incorporate the idea of work-life balance into shaping their own image as friendly and responsible employers. This, in turn, allows for greater interest of young, creative and ambitious people in work, who very often have just entered the labour market. The city of Kielce, by implementing consistent transportation and health care polices as well as developing offers in the field of sport, leisure, culture and entertainment, etc., creates a good atmosphere for living and working in the city; and thus supports socially responsible entrepreneurs.

Contemporary culture imposes a taskoriented lifestyle on society. People are constantly focusing on raising the bar, climbing up the social and professional ladder, and acquiring material goods. As a result, difficulties in reconciling professional and private spheres are more and more common. They are also recognised by the companies cooperating with the Investor Assistance Centre functioning within the Kielce City Hall.

In recent years, more and more companies from BSS sector are willing to locate themselves in Kielce. Apart from office space of adequate standards and often ready and functional arrangement, managers from BSS companies are also increasingly interested in creating work places in a friendly environment for their employees, which would allow them to successfully reconcile their work and family responsibilities.

BSS companies supported by the Investor Assistance Centre in Kielce often emphasise that a convenient location allowing for quick and efficient access by public transportation is very important. Additional priority, especially for these companies which hire mostly women, is the office located near schools and kindergartens, as well as places where employees can do necessary shopping or settle a matter at the post

BSS companies supported by the Investor Assistance Centre in Kielce often emphasise that a convenient location allowing for quick and efficient access by public transportation is very important.

Outsourcing&More | March â&#x20AC;&#x201C; April 2017

INVESTMENTS office on their way back home. Potential investors from BSS sector also ask for proximity to green areas and what the city can offer its inhabitants after their working hours. These are requirements which were not taken into account several years ago, and which nowadays make the city authorities undertake a number of activities aimed at helping the inhabitants to find harmony between their professional and private lives. As a result, Kielce has spectacularly changed in recent years, gaining a good reputation among both the inhabitants and investors, and at the same time becoming an interesting example of how to simultaneously care about life quality and create good conditions for entrepreneurship development. Changes in the public transportation system are surely among the activities aimed at improving living conditions in the city. In recent years, the most important communication routes have undergone modernisation which increased the capacity of urban roads. Nowadays, a journey by car through the entire city does not take more than 20 minutes. In order to make the public transportation more efficient, the following activities were undertaken: modernisation of bus fleet, construction of modern bus shelters, installation of electronic information boards, and implementation of electronic ticket system. But, the city does not cease in its efforts – already this year the implementation of two transportation projects with an estimated value of PLN 295 million and co-financed by the Operational Programme Eastern Poland 2014-2020, will begin. These projects involve further modernisation of public transportation and implementation of intelligent public transportation system which will have a positive impact on road traffic safety, transportation efficiency, and environmental protection.

There are vast green areas within the administrative boundaries of Kielce, amongst which six are covered by reserve protection. For lovers of active leisure after work there are, among others, indoor swimming pools, sport halls, stadiums, fitness clubs, and openair gyms. The city is also covered with a dense network of cycle lanes which year by year gain additional kilometres. Moreover, during summer holidays the inhabitants enjoy their time in an outdoor swimming pool, and in winters, they have two ski slopes and an indoor ice rink at their disposal. Kielce Another important initiative, from the also has excellent conditions for doing point of view of employees raising competitive sports, such as rock climbing children, is a vaccination refund – the or parachuting. city as one of the first local governments began implementing the multiannual Culture and entertainment offer of Kielce programme for pneumococcal infection is created by a number of museums, prevention. The program has been theatres, galleries, cinemas, and cultural implemented since 2006, and its direct centres, amongst which the Kielce result is a decline in children’s infection Centre for Culture, known for a cyclical rate by 96 percent. By vaccinating organisation of the International children, the city authorities also take Competition for Designers and Fashion care of adults who are are exposed Enthusiasts OFF FASHION, deserves to harmful effects of pneumococci as a special attention. The city also has well. Apart of the vaccination programme, a rich and varied offer for nightlife lovers; the city provides one of the highest while shopping fans enjoy the fact that allowances in the country for those Kielce has numerous shopping centres. inhabitants whose children stay The most popular shopping malls among the inhabitants are Korona and Echo, at nurseries. Outsourcing&More | March – April 2017

Left: Sienkiewicza Street – city’s representative street.

Left: Bicycle path in the city centre.

amongst which the latter one belongs to the largest buildings of such kind in Poland. These are only chosen activities of the city authorities, which are aimed at improving the quality of lifein Kielce. They make the inhabitants like their city and strongly identify with it, and therefore, they feel more attached to their workplaces. Thanks to it, employers in Kielce do not struggle with the problem of employee turnover on such a scale as it is in large urban centres like Warsaw or Krakow. This fact is, in turn, appreciated by BSS companies whose interest in modern and esthetic office space, going hand in hand with improving quality of life in Kielce, is huge and constantly grows. That is why, in order to meet BSS companies’ expectations, the city authorities have recently elaborated a concept of high-class office building which will be located in the very centre of Kielce. The project “Leśna” involves the construction of 7-storey A-class office building with underground car park, whose total leasable space will amount to 12 thousand m2. However, any specific solutions will be dependent upon individual business preferences of the future investor whom at present the city authorities are searching for. •

Nowadays, a journey by car through the entire city does not take more than 20 minutes.

Assistance Centre of the City Hall of Kielce: Strycharska 6 St., 25-659 Kielce p: +48 41 36 76 571, 41 36 76 557 coi@um.kielce.pl www.invest.kielce pl/en www.mapa.invest. kielce.pl/en

INVESTMENTS

OPOLE – What is the perceived quality of life in the city? In connection with creation of a new Strategy for promotion of the Opole brand for 2017–2022, surveys and focus groups were carried out. Inhabitants and tourists were asked to answer the questions concerning their perception of Opole. The most common association with Opole is the National Festival of Polish Song (67% of Polish inhabitants).

QUALITY OF LIFE, ENTERTAINMENT AND CULTURE

Urząd Miasta Opola Biuro Obsługi Inwestorów tel: 77 54 11 379 tel/fax: 77 45 11 861 gospodarka um.opole.pl www.investinopole.pl

“Opole has something that larger cities, such as Warszawa, Katowice or Wrocław, do not – it has a peaceful atmosphere. (...) It is a place you simply need to visit, walk around the city, look at the people around you and see how peaceful they are.” (Focus group in Warszawa).

Opole is commonly known as the Capital of Polish Song. Popular festivals are held in Opole every year. The most recognised one – the National Festival of Polish Song– has been attracting tens of thousands of tourists, media attention and millions of viewers for half a century. Festival lovers can look back at its previous editions at the recently opened Polish Song Museum. Opole Theatre Confrontations – Polish Classics festival is a prestigious, national cultural event. Another important event is the National Puppet Theatre Festival. The festival presents the rich variety of contemporary puppetry and there are performances addressed to viewers of all ages. The cultural offer is complemented by the modern Municipal Public Library, the building of which is considered as one of the seven Wonders of the European Funds. Opole has an extensive tourism and leisure offer for its inhabitants and visitors. The bike path network is being gradually expanded and soon it is going to become a consistent transport system covering a large portion of the city. There are many green and leisure areas in Opole, which are free of the city noise. Perfect spots for weekend strolls include the Bolko Island Urban Park, the Młynówka Canal Boulevard, the Odra River Park, the Karol Musioł Boulevard and the Opole Zoo, which is one of the most beautiful zoos in Poland. Those who prefer active forms of recreation can spend their free time at numerous sport and leisure facilities located within the city, including the Toropol ice rink, 50-metre Wodna Nuta or 25-metre Akwarium indoor swimming pools, Błękitna Fala summer swimming pool,

Sports Centre at Północna street as well as a bowling alleys, fitness clubs and a modern athletics stadium.

development is based on the premises of supporting key industries for the city and the region.

THE BEST PLACE TO LIVE

A FOREIGNER IN OPOLE, INTERNATIONAL SCHOOL

High quality of infrastructure, access to education at every level, modern healthcare facilities and efficient public transport, a large number of cultural and art facilities as well as sports and leisure facilities are just a few reasons for the standard of living in Opole being considered as one of the highest ones in Poland. Opole is the leader in numerous nationwide rankings. OPOLE WAS DISTINGUISHED BY FINANCIAL TIMES

Opole was included among fifteen Polish cities with the best strategy for attracting foreign direct investments. This is according to the latest ranking of Polish cities of the future – 2017/18 edition, prepared by the fDi Magazine published by the Financial Times Ltd. Group. This is an incredible distinction for Opole which offers a particularly friendly environment for conducting and developing businesses. The unique opportunities which underlie the success of numerous companies operating within the city are the result of several key factors. They include excellent infrastructure, highly educated inhabitants, a cohesive and attractive system of incentives for new investments, intense and close cooperation between Opole universities and businesses. There is also another, very important feature: the Investor Assistance Office, which offers great assistance for our investors throughout the entire course of their investments. The strategic approach to the creation of conditions for business

Opole has been attracting American capital for many years. Companies such as Polaris, Tower Automotive, Global Steering Systems and Animex have their branches in Opole. There is a nursery school and a primary school in our city, at which educational profiles are certified according to American standards. The facility operating within the State Primary School No. 20 in Opole is carrying out an American curriculum. Both children of foreign workers and Polish children can study there. An institution form Minneapolis, Minnesota, where Polar Industries has its seat, assisted with organisational aspects of the school. Students attending this school learn from American student’s books and educational materials. Classes are taught by bilingual teachers. Moreover, some of the teachers have completed an internship in the USA. There is also a US native speaker who works with students. The curriculum is going to be extended to include middle school material. There are also English, German and Spanish bilingual classes in Opole. Also, an educational profile in German is being developed, which is based on the example of the American school. AMERICAN LIBRARY

Owing to the “America@your library®” programme, our library is equipped with a collection of materials in English, including books for readers of all ages. There are novels, comic books, photo albums, encyclopaedias, dictionaries, monographs, discussions and summaries Outsourcing&More | March – April 2017

INVESTMENTS about history, culture, geography, politics, sociology WHICH OF THE BELOW PHRASES and American literature. Additional attractions include board DESCRIBES OPOLE THE BEST? – SELECTED games with American themes in the background, such as the PAIRS OF DESCRIPTIONS. Scrambled States of America or Marvel Comics Monopoly. The cooperation also enabled us to gain access to several dozens of eLibraryUSA online databases containing magazine and journal articles, e-books, encyclopaedias for children and adults, films and a range of materials for studying English (including teaching materials for teachers). The databases are intended for people of all ages. Materials for children include simple classes and games. Databases for teenagers offer knowledge concerning various scientific disciplines presented in an approachable manner. Students and researchers can access the full text of articles and academic papers. COMPETITIVE ADVANTAGES OF OPOLE – WHAT DO WE OFFER THAT OUR COMPETITORS DO NOT HAVE?

don’t know

BEAUTIFUL 90%

ugly

FRIENDLY 87%

unfriendly

CITY WITH GREAT REPUTATION 79%

city with bad reputation

DEVELOPING 67%

stagnant

ACTIVE 63%

passive

• Polish song and festival tradition – a prominent distinnot attractive ATTRACTIVE TO VISIT 55% guishing feature of the city which is the most common to visit association with it; an event promoting the city; the Polish Song Museum and the National Centre of Polish Song; the Millennium Amphitheatre which is the city’s landmark; (citizens were asked to mark one of the extreme answers or the “don’t know” option next to each selected descriptions)

• Inhabitants’ identity – a majority of inhabitants feel attached to the city;

Source: CAPI research on the group of Opole citizens, N=500 (X.2016)

• The Piast Tower – one of the most important landmarks of the city;

INHABITANT’S OPINIONS ABOUT OPOLE – STATISTICS:

• The Bolko Island and Zoo – green zones in the centre of the city; • Peace and safety – these are the two features of Opole which are most spontaneously mentioned by its inhabitants; • Convenient and uncrowded – small distance between the main spots within the city, a possibility to go sightseeing on foot or on a bicycle; organisational efficiency and close relationships within the city;

77%

75%

68%

66%

61%

57%

56%

49%

of inhabitants believe of inhabitants that Opole is a good declare that they feel place to live in. attached to Opole.

of inhabitants say that there are numerous recreational and leisure spots in Opole.

of inhabitants say that there are numerous cultural events organised in Opole.

of inhabitants like spending time in Opole.

of inhabitants say that there is a lot going on in Opole.

of inhabitants would recommend Opole to inhabitants of other cities as a good place to live in.

of inhabitants frequently participate in cultural events organised in Opole.

• The Odra River/The Opole Venice – an exceptional development of the river banks; • The history/multiculturalism of Opole – the city has a rich history; German minority; initiatives promoting the celebration of 800 years of Opole; operations of the Museum of Opole Silesia and the Opole Village Museum; • Kamionki – the remains of Opole cement plants, currently attractive recreational spots; • Tradition in the area of cement extraction; • Economic attractiveness of the city and the region – supported by the activity of the Investor Assistance Office, the Science and Technology Park, Opolskie Centre for Economy Development and a range of other businessrelated institutions;

Left: Kamionki – the remains of Opole cement plants, currently attractive recreational spots.

• Strong ties between the city, province and Opole Agglomeration – comprehensiveness and a strong integration of city’s and region’s offer in numerous areas; • NGOs – the activity of numerous entities operating in the area of culture (with a particularly significant role of OPAK Association) and the social sphere (including organisations supporting people with disabilities). • Outsourcing&More | March – April 2017

Left: The National Festival of Polish Song.

INVESTMENTS

Poznań – the best place to work well and live well Poznań is a city with over half a million residents, and if you were to add the entire metropolitan area, the population reaches almost a million people. The lowest unemployment in Poland, amounting to 1.9% (data as of December 2016), is among the city’s great successes. However, successes determine new challenges. One of the tasks of the City of Poznań and the present investors is to prepare an offer that allows employees to pursue the increasingly popular idea of work-life balance.

– For an employee, time is an extremely important resource, but also a limited one. It has become a real skill to divide it appropriately between work and private life, and so the issue of balancing the two areas of life keeps not only many employees awake at night, but also their employers – explains Magdalena Chybicka, Branch Team Leader, CPL Jobs Sp. z o.o. There are many myths accompanying the BPO/SSC sector regarding long working hours and unattractive conditions offered to employees. Meanwhile, the companies from business services sector are at the forefront of various conveniences that allow their employees to achieve a balance between work and private life. ATTRACTIVE NON-SALARY BENEFITS

We can learn about the prevalence of the so-called “employee benefits” Shopping, Arts and in the “Business Services in Poznań” report Business Center – Old Brewery. (“Usługi biznesowe w Poznaniu”). Surveys carried out on a sample of 27 companies from the business services sector show that the most popular benefits offered by employers in Poznań (90%) include loyalty card for sports activities and private medical care. Their intention is to encourage employees to recreate in an active manner and systematically pay attention to their health. At least 6 out of 10 companies in Poznań have a company social benefits fund and offers employees the possibility to take out group life insurance. In 60% of service centres employees have unrestricted access to fresh fruit. Half of the surveyed companies offer a very desirable nonsalary asset, i.e. flexible working hours and the ability to work from home.

Above: Source fotoportal.poznan.pl

– In recent years among the candidates taking part in recruitments we are seeing an increased interest in non-salary benefits, which directly influence their work-life

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INVESTMENTS balance. Many people desire to participate in recruitment on flexible working hours or the possibility to work in a “home office” (at least partially). At the same time, employees who want to encourage people to work in their companies offer increasingly more flexible solutions, caring for their employees’ satisfaction, as well as employer branding. In many companies with a typical IT profile, both parties appreciate task-oriented working pattern – says Magdalena Chybicka, Branch Team Leader, CPL Jobs Sp. z o.o. FRIENDLY URBAN SPACE

The City is also striving to popularise the work-life balance idea. Poznań ranks first nationwide in terms of quality of life in the studies carried out for the “Social Diagnosis 2015” report (“Diagnoza społeczna 2015”). The criteria that had been used in the study include material prosperity, wellbeing (physical and mental), perceived level of security or level of stress. What employees consider when searching for employment include short commute time to and from work. In Poznań this is facilitated by an efficient public transportation system, which includes more than 20 tram lines and over 50 bus lines. A significant majority of the city’s tram tracks are separate, which makes using them faster than travelling by one’s own car. Special priority traffic lanes are made for bus transportation. Poznań is also developing with cyclists in mind. Road infrastructure features facilities newly-created for them. New city bike stations are built regularly. The recreational areas near Malta are a good example of Poznań’s offer in terms of leisure. The lake is surrounded by paths intended for amateur runners who wish to recreate actively after work for better well-being, or are preparing for competitions – such as the halfmarathon organised in Poznań (already for the tenth time), which this year may include as many as 16 thousand runners. A slightly different event is Poland’s largest triathlon competition, organised in Poznań since 2013. The Poznań Business Run is unique for Poznań and the modern business services sector. It is a charity run co-organised by the City of Poznań, addressed to companies and their employees. It serves an integration purpose for the employees of Poznań’s companies, but what’s most importantly – it popularises the idea of helping the disabled. Access to urban green areas plays an important role in leisure, i.e. parks, squares, forests, lakes with suitable recreational facilities. Aside from the Outsourcing&More | March – April 2017

aforementioned Malta, Poznań has three more lakes within its boundaries: Lake Strzeszyńskie, Lake Kierskie, and Lake Rusałka. In recent years, the residents of Poznań are increasingly more eager to spend free time in areas along the Warta River, including the city beaches. A FEAST FOR THE MIND AND BODY

However, Poznań is not only about sports. KontenerART, a mobile culture and arts centre, is an interesting initiative near Warta. Film and theatre enthusiasts will also feel familiar in the capital of Wielkopolska. Poznań offers cinema networks, but also climatic independent cinemas – operating for the past 75 years, and at the same time one of the most modern cinemas in Poland – Rialto, the Muza cinema located in the strict city centre, and Kino Pałacowe. Their offer will satisfy even the most demanding viewers. Poznań also offers 21 theatres. Their rich repertoire is made even richer by the Malta Festival, which spans 11 days’ worth of artists from all over the world presenting plays in different parts of the city. The list of most notable festivals also consists of

Ale Kino!, Animator, Off Cinema, Art & Fashion Festival. Events that diversify leisure and attract tourists to Poland include the largest fantasy festival in Poland – Pyrkon, or the International Ice Sculpture Festival. The notion of work-life balance is also comprised of... food. The offer of restaurants operating in Poznań is rich and varied: from Wielkopolska’s delicacies and traditional cuisine, thorough restaurants offering European, Asian and fusion dishes. Not does the downtown area develop in terms of cuisine, but so do individual districts. Chefs from the best restaurants win prestigious awards – the winner of Top Chef cooks every day in Poznań. These are just some of the many attractions offered by Poznań during leisure time. A comprehensive offer, developed with the help of the City and institutions operating within Poznań make it an employee-friendly city, and an excellent partner for companies that want to invest in the capital of Wielkopolska. •

Poznań ranks first nationwide in terms of quality of life in the studies carried out for the “Social Diagnosis 2015” report (“Diagnoza społeczna 2015”).

Investor Relations Department City of Poznań 17 Kolegiacki square 61-841 Poznań p: +48 61 878 54 28, fax +48 61 878 55 00 inwestor@um. poznan.pl

INVESTMENTS

Szczecin – a perfect place for work and leisure Over the recent years, the job market in Szczecin has undergone considerable changes. The unquestionable appeal of the city and wide choice of attractive investment areas have prompted major international brands to decide to make subsequent investments in Szczecin. In 2017, notable major companies in the e-commerce, IT, BPO and renewable energy sectors will compete to recruit employees in the city.

Szczecin, like Warsaw and Kraków, belongs to the cities where an average occupancy rate oscillates between 62 and 70%, and is one of the highest in Poland.

Szczecin is a city of vast potential, which, when properly utilised, creates numerous opportunities in the field of development, culture, housing and careers. The city constitutes an economic and business hub of North West Poland, being a place where numerous companies have been operating and developing for years. In addition, the city attracts a growing number of wellknown companies, which have been successfully carrying out investments of significance to the region and creating new job opportunities. The city’s initiative called “Szczecin is Recruiting”, in which 61 major companies and institutions are involved, is a response to the growing number of vacancies. The initiative includes such brands as Amazon, Zalando, KK Wind Solutions, Asseco Data Systems, Arvato and home.pl. The interested

Szczecin is a key urban node and port within the BalticAdriatic transport corridor situated at the junction of all types of transport routes. Apart from its excellent location, the city is characterised by unique natural conditions, a wide range of attractive investment areas and a vast potential of well-educated and highly qualified employees. All this makes the city both a friendly place to live in and a rapidly developing metropolis.

parties can benefit from a couple of thousand workplaces for technology personnel, engineers, IT specialists and logistics sector employees. The campaign is addressed to the residents of the Westpomeranian region, and also to the “neighbours” from the Pomeranian, Lubuskie and Wielkopolskie regions. Within two weeks the website www.kariera.szczecin.eu was visited by 20 thousand people, and the advertisement in social media reached nearly 200 thousand people.

to tourists. Beautiful town houses and a star-shaped street layout make Szczecin similar to Paris. The surrounding areas– forests, natural reserves and lakes–provide an opportunity for fostering the development of tourism. Szczecin also surprises with fascinating ways of spending free time. The city’s location is surely one of its unquestionable assets. Water and green areas constitute over a half Szczecin’s area. There are not many places like that in Europe.

Szczecin will surely be appreciated by all those who value active leisure, and for whom close contact with nature is of great significance. Water, green areas and buildings are merged into a unique whole, which makes the city highly attractive

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INVESTMENTS Enthusiasts of active leisure will not complain that they are bored–there are over 100 km of cycle paths, yacht marinas for people who enjoy sailing, go-cart tracks for those who like speed, the Floating Arena Olympic-size swimming pool, where European and Polish championships have taken place, and a nearby golf course for keen golf players. Łasztownia is one of the most impressive districts, with its view of the port and the city beach, and boulevards on the Oder river with a breathtaking panorama of the city, ideal for romantic walks. Moreover, another asset of the city is its wide range of cultural events, numerous concerts and shows, for example in the Opera at the Castle, artistic events held in the Azoty Arena multi-functional facility and a rich repertoire of Szczecin’s cinemas and theatres, including the oldest cinema in the world – “Pionier”– established in 1909. One of the attractions worth mentioning is PLECIUGA Puppet Theatre – one of the most modern theatre buildings in Europe. Szczecin has recently been talked about because of two bold architectural designs which have been granted numerous prizes – the Szczecin Philharmonic building, which was granted the title of the best building in Europe (European Union Prize for Contemporary Architecture – Mies van der Rohe Award 2015), and the Dialogue Centre “Przełomy” of the National Museum in Szczecin, acclaimed as the best building in the world in 2016 (The title of the World Building of the Year 2016 at the World Architecture Festival). The attractiveness of the city is being noticed by a growing number of investors, who are choosing Szczecin as a venue for their investments. Apart from a friendly living atmosphere, the location in the vicinity of German and Scandinavian markets, a well-developed transport infrastructure, and reduced costs of running a business activities, are all factors which contribute to the city’s popularity. Szczecin has recently noted a substantial growth in warehouse space, and the number of service and trade premises providing state-of-the-art commercial space is increasing. The office market in Szczecin has recently been experiencing record-breaking development. A total area of 110 thousand sq. m is available for use, and, due to the increased interest of companies from the modern business services sector, the activities of developers are also more prominent. The Agatrans Multi Project is currently implementing a development project on Południowa Street, with a total value of PLN 70 million – the Szczecin Business Plaza. The complex includes four class-A office buildings with an area of 11.1 thousand sq m available for rent. A car park with a capacity of 300 cars is provided outside the building. Besides offices, the office building complex will house a café, a bar, a restaurant and a nursery school. The entire floor of one of the buildings is allocated for conference rooms – two small rooms and two larger ones, with a possibility of merging them into one room with a total area of 150 sq m. The space between the buildings can be used for organising events. The design includes green terraces on the roofs of the buildings. The facilities will be protected 24/7. Security will also be ensured by access cards and a surveillance system. The Szczecin Business Plaza is due to obtain the LEED certificate – one of the most important international certificates granted to eco-friendly facilities. The first stage of investment covers two office buildings (building B and C), each with a total area of 1.5 thousand sq m, which will be available for use in Q3 this year. The construction works covering the remaining two buildings – building A with an area of 6.7 thousand sq m and D with an area of 1.5 thousand sq m – will depend on the progress in the rental of office space. The developer, Modehpolmo, is planning to begin the modernisation of a historic building on the corner of Krasińskiego and Niemcewicza Streets. The facility on the site of a former Stoewer factory, with an area of over 2.8 sq m, will mainly be allocated for office purposes. The three top floors will Outsourcing&More | March – April 2017

house offices with areas ranging from 24 sq m to over 100 sq m. The ground floor, with an area of approx. 500 sq m, will be allocated for commercial premises. The building will also have conference rooms, kitchen facilities and a reception open 24/7, and the design assumes parking spaces in the surrounding area. The facility is due to be open in mid-2018.

Above: Visualisation of the construction of the largest office, conference and hotel centre in Szczecin – Posejdon.

The development of the existing corporations and the arrival of new ones, including those in the modern business services sector, has resulted in the dynamic development of the hotel market in Szczecin, similarly to the entire commercial real property market. The trend is apparent from the fact that Szczecin, like Warsaw and Kraków, belongs to the cities where an average occupancy rate oscillates between 62 and 70%, and is one of the highest in Poland. In November 2016, a Szczecin-based company – Rosiek & Sobczyński – built the three-star Vulcan Hotel on the site of the former Szczecin Shipyard on Druckiego-Lubeckiego Street. 107 hotel rooms and eight suites were prepared for the guests. The ground floor houses a restaurant and conference halls. The Porto Company, in which Calbud is a shareholder, has announced an investment project involving the construction of the largest office, conference and hotel centre in Szczecin – Posejdon, located in the very heart of Szczecin – at the junction of streets: Niepodległości, Partyzantów, Kaszubska, Brama Portowa. The facility will provide approx. 20 thousand sq m of office space, over 3 thousand sq m of commercial space, 301 parking spaces for cars and 100 stands for bicycles in two storeys of underground parking. Moreover, the complex is bound to become the largest congress centre in Szczecin, with conference and banquet halls and a spacious foyer with a capacity of nearly one thousand visitors. Nearly 12 thousand sq m of hotel space will include two hotels belonging to one of the world’s largest chains, Marriot – the four-star Courtyard and the three-star Moxy. The hotels will provide a total of 248 rooms for 420 guests. The facility will house a number of commercial premises, including cafés and restaurants.

A total area of 110 thousand s q. m is available for use, and, due to the increased interest of companies from the modern business services sector, the activities of developers are also more prominent.

A totally new public space will also be provided–an open-access patio with inner-city planting and a viewing terrace located on the roof of the building, with an area of nearly 500 sq m. The building will be equipped with an electric vehicle charging Urząd Miasta station, a car wash and a cloakroom with showers for cyclists. Szczecin Plac Armii This will provide convenient working conditions for over Krajowej 1 two thousand people. The technologies applied in the Posejdon 70-456 Szczecin building comply with the environmental requirements for Phone (+48 91) obtaining the prestigious BREEAM certificate in its most recent 4351164 version New Construction 2016. The investment is due to be fax (+48 91) 4351165 completed by 1 July 2019. • www.szczecin.eu

INVESTMENTS

Łódź after hours No one has to be convinced that Łódź is a unique city. The city, in which the heritage of four cultures can be admired almost everywhere, has a lot to offer to its inhabitants and incomers. Somewhat forgotten over the years, Łódź currently is a testimony to a change and an example of how much can be accomplished with the goal to change the image and perception of the city. Łódź called “the last undiscovered city” shows its best side, slowly revealing its glory.

More and more often, the decision to start business at given place is to a certain extent determined also by what a city has to offer t its inhabitants, its attractiveness and interesting ways to spend free time. The principles of work-life balance are becoming increasingly important in everyday activities of the companies which are aware of the fact that it is not only remuneration or material non-salary factors but primarily a balance between work and private life that determine effective work and satisfaction of any employee as well as satisfaction with duties performed.

Investor Service and International Cooperation Bureau Piotrkowska 104a Str 90-926 Lodz p: +48 42 638 59 39 fax: +48 42 638 59 40 e-mail: boi@uml.lodz.pl

Łódź is mainly a city of culture, film and art. At least a dozen of periodical events and festivals, frequently of international importance, take place here every year. The Fotofestival, International Festival of Comic Books and Games or the International Tango Festival are only some of them. Light Move Festival held in October is an event that is organised on a greater scale every year and becomes more significant, also in the international arena. The idea of LMF is to show both inhabitants and tourists a new dimension of public buildings, streets and parks altered with the light.

This event has become a permanent the city in Europe. The area of approx. fixture in cultural calendar of Łódź 1200 ha offers lots of possibilities for and attracts even more visitors year after active leisure. It is worth noting the cycle year. trails whose network is expanded from year to year and gives access to more Interesting museums are also something and more areas of the city. Łódź Public that uniquely identifies Łódź, giving Bicycle launched in April 2016 showed testimony to its history. The Film Museum, just how much potential lies in this mean closely linked to the film heritage of the of transport in Łódź – no Polish city which city, is the only one in Poland which has this system has experienced such documents the history of this area of registration rate of new users. Summary art. Impressive collections also include of the first season of activity revealed film stage designs, which invariably has that public bicycle truly revolutionised impact on the interest in and willingness the city. to visit this place. The Museum of the Sewer “Tube” is one of its kind. Hidden Revitalisation is the slogan inherently under the Freedom Square (Plac linked with Łódź for several years. Wolności), it constitutes a part of Processes taking place in the city underground, historic sewage network. and programmes conducted, such Furthermore, Łódź is a city of brick as “The City of 100 Mansion Houses”, factories, along with beautiful villas indicate that the authorities of this and palaces. The heritage of former, city show interest in making the city textile power can be observed more splendid and changing its image. The New Centre of Łódź Programme, everywhere. which assumed revitalisation of an However, history is not all that Łódź area of approx. 100 ha in the heart of the has to offer. Physically active people city, including construction of new Łódź will also find something for themselves. Fabryczna railway station and the use Firstly – the Łagiewnicki Forest, which of revitalised former EC-1 power plant, is one of the largest forest complex is an extraordinary challenge but as within the administrative boundaries of the same time indicates care to create Outsourcing&More | March – April 2017

INVESTMENTS

aesthetic, safe and comfortable space for the inhabitants, both for work and life. The New Centre of Łódź is not only a place in which areas for Expo International 2022 were designated – as long as the rights to organise it in Poland will be awarded during voting in November – as well as the area whose image will be changed by companies which select Łódź to conduct its activity. Known international brands, which are already present in Łódź, also recognised the importance of work-life balance in its daily activity and focus on the improvement of employees’ comfort, believing that work and personal life are incessantly intertwined and employees’ well-being translates into satisfaction with their work. Among others Transition Technologies which develops its activity in Łódź has strictly determined values, according to which it operates, providing their employees with continuous develop-

Outsourcing&More | March – April 2017

ment opportunities as well as with conditions for encouraging creativity. The company has introduced i.a. a possibility of off-site work from any place outside of the office, equipping employees in all equipment allowing for remote work: e-mail, chats, tracking the progress of design work, access to data – obviously, while observing safety principles. The well-being of employees is also of great concern of Infosys Poland. In its premises, located near Rondo Solidarności (Solidarity Roundabout), the company has arranged a comfort relax zone filled with comfortable poufs and hammocks as well as mood led lights. Infosys Poland takes care of its employees also after working hours regularly awarding them for achievements with tickets for music concerts and interesting festivals. TomTom is another example. It opened its second office in Łódź in November last year, which despite

The New Centre of Łódź Programme, which assumed revitalisation of an area of approx. 100 ha in the heart of the city, is an extraordinary challenge but as the same time indicates care to create aesthetic, safe and comfortable space for the inhabitants, both for work and life. being located in newly constructed office building refers to industrial style of industrial architecture of Łódź, providing its employees i.a. with extensive entertainment zone and hammocks to relax. Companies also take care to ensure the employees who have become parents as comfortable conditions for work as possible – e.g. the aforesaid TomTom provides new mothers with a feeding room, whereas Infosys has a nursery school for employees’ children. As it can be observed, the importance of work-life balance is enormous and increasingly often perceived as crucial, whereas Łódź has undoubtedly a lot to offer in this regard. •

INVESTMENTS

Częstochowa – all work and no play makes Jack a dull boy Work-life balance has been the subject of numerous debates. The issue may be considered a fad or a red herring, important or insignificant. Regardless of the approach, we must not pretend it does not affect the society. Apart from relevant actions on the part of employers and organizations, what is important is the environment in which we spend our free time.

Outsourcing&More | March – April 2017

INVESTMENTS Left: Festival of colors.

Nowadays, we witness the growth of an employee-oriented labor market. Yet, still, employers’ problems with recruitment of qualified staff are about the quality, and not the quantity. Pragmatic attitude to the issue at hand proves that an employee who comes to work gladly and has no problems with professional burnout is a lot more efficient and – perhaps this may sound a bit pompous – boosts the morale of other staff members. It is a good thing that the subject is discussed at various levels of employment and in diverse environments. In Częstochowa, some employers are aware of the problem. These are mainly larger foreign companies which have dealt with the issue in their home countries. The subject of work-life balance undoubtedly affects the future of our economy, the health of the society, and, therefore, must not be avoided. It is enough to become aware of the fact that work is an integral part of our lives and its lack may have a potentially destructive effect, while overwork may, similarly, lead any of us to a crisis. Ever more popular among employers b e c o m e a d d i t i o n a l i n c e n t i ve s encouraging employees to maintain the work-life balance. More and more companies allow their staff to work flexible hours, maintain reliable records of overtime, ensure child care facilities, organize additional trainings, parents’ days off and staff events. Apart from the good intentions and efforts of employers who develop work/ life balance supporting systems, of great importance are the actions of the city authorities who strive to support their residents and organize their free time Outsourcing&More | March – April 2017

so as to ensure the best environment not only for work, but also for rest. In short, the city we choose to live in is one of the most important factors if we wish to follow the work/life balance rules.

offered the opportunity to enjoy the HOT JAZZ SPRING International Traditional Jazz Festival or the International Chamber Music Festival, which has been held since 2002.

Częstochowa may not be a large city but, contrary to what one may expect, it offers its residents more than meets the eye. There is no need to convince anyone of the tourist and recreational values of the immediate surroundings. Częstochowa is proud to be termed the Gate to the Jurassic Highland, and the efforts of the city authorities within the area are taking an ever more real shape. The city is open to bikers, rollerbladers, horse-riding aficionados, climbers and those who want to appreciate the bird’s eye view of the world. We owe this to the collaboration with the neighboring communes, whose residents often come to Częstochowa to work. The communes have already been communicated by means of a network of bike or pedestrian paths. Thanks to this, it takes very little time to leave the city center and get to the breathtaking areas of Sokole Góry, Góry Towarne or the Warta river.

Apart from considerable achievements in the acquisition of the European funds, Częstochowa boasts high activity of its residents in the area of social economy. Third sector organizations are very active and, with the support from the City authorities, promote a positive image of the city. Our population of two hundred and fifty thousand can choose from nearly eight hundred third sector organizations involved in all aspects of life, which collaborate with the municipal authorities, establish cooperatives and make the residents more engaged and socially aware, which has a direct effect on their integration.

Częstochowa is a family-friendly place. Our healthcare schemes, including the IVF support, make the city image change. It has become more than just the destination of one-day trips or a stop on a long journey. Częstochowa has now been ranked by Antal – a recruitment Częstochowa hosts over 200 city- agency for specialist and management organized cultural events per year, most staff – listing the best destinations of which are dedicated to families for relocation. We may have not been and this is exactly how they are perceived ranked high on the list but we already by the communities. High culture lovers outdo some voivodship capitals. may enjoy the vast repertoire of the Częstochowa Philharmonic Orchestra Częstochowa surely is a good place and the Adam Mickiewicz Theatre, with to live, a safe city with low crime Piotr Machalica as its artistic director. rates. A city of great traditions, history, For over 20 years, Częstochowa has and a bright future. A city of creative, also held the Gaude Mater International socially aware and resourceful people Festival of Sacred Music, which, every and well-qualified specialists. All this year, gathers world-famous artists, and, makes Częstochowa a place worth living, at the same time, shows how to promote working and resting in, a place where dialogue through art, regardless of you can find the balance so badly needed numerous divides. Those interested to be an efficient worker and a valuable in less serious, yet similar, tones are member of the community. •

Our population of two hundred and fifty thousand can choose from nearly eight hundred third sector organizations involved in all aspects of life.

Investor Service Center Department of European Funds and Development City Hall of Częstochowa ul. Waszyngtona 5 42-217 Częstochowa phone +48 34 3707 212 Investor Assistance Centre phone +48 34 3707 213 coi@czestochowa. um.gov.pl fer@czestochowa. um.gov.pl www.czestochowa.pl Author: Anna Mielczarek.

INVESTMENTS

The idea of work-life balance in terms of employeesâ&#x20AC;&#x2122; relocation The idea of achieving balance between professional and private life gets increasingly more popular within the corporate (employee) reality. What is interesting, at the beginning of its existence anthropologists presented it as the definition of happiness. Nowadays, due to the evolution of job market, promoting the idea of balancing career with private life among companies depicts changes in their approach to the staff. The work-life balance idea is deeply rooted in employees minds especially in European countries, and is among main factors influencing their decision to relocate.

Outsourcing&More | March â&#x20AC;&#x201C; April 2017

INVESTMENTS

The dynamically developing Pomeranian BSS sector is now reaching its maturity. This means that the speed of employment growth within particular specializations catches up with the number of graduates in relevant fields of studies, which creates an important challenge for companies in ways of attracting and retaining employees. Having defined this situation Pomerania Development Agency (the coordinator of Invest in Pomerania initiative) has commissioned a survey: ‘The Pomeranian job market in terms of employee relocation. Challenges and potentials’, performed by The Centre of Social Research and Analysis. The survey was done on a group of employees from leading BSS companies, both Poles and foreigners, and a group of students from Pomeranian universities. One of the most important conclusions of the survey was the fact that the idea of work-life balance is one of the most significant factors heavily impacting the employees’ relocation to Tri-city. The survey aimed at reconstructing the decision process of taking a job in Tri-city. Respondents had a list with a selection of factors and a 5-point grading scale. The factor ‘The ability to maintain a balance between work and personal life at occupied job position’ was evaluated at 4.11 points, which gives it a high 3rd place, after ‘the development prospects’ and ‘job stability’ factors. Interestingly, such an obvious factor as high salary was ranked 4th. It turns out that work-life balance becomes a perspective for evaluating locations. Outsourcing&More | March – April 2017

The results also highlight changes in employees’ mindset – it’s not the salary that’s key to them, but the opportunity to develop, as well as balance between work and personal life. Regardless of individual interpretation of the work-life balance idea, it is a independent factor, and not just an abstract term promoted for employer branding purposes. It is a major aspect influencing employees’ decisions to choose a specific place for work.

It turns out that worklife balance becomes a perspective for evaluating locations.

in a working conditions can be seen – especially in the real estate market. Business parks turn into fully equipped, self-sufficient little towns, where the employee, besides their professional duties, can also benefit from additional services, like: medical care, gym, nursery, laundry or barber. More and more often we will also find public terraces, green areas and winter gardens there. Typical work environment with ‘open space’ and austere kitchens, gives way to offices with a comfortable, modern look, that not only allow to optimize an organization of work, but also to spend free time in a pleasant environment.

Today it’s typical for offices to have ‘fun zones’, where employees can play video games, table football or even sleep in a hammock/ deckchair. Nobody Among Polish locations for BSS, Tri-City is surprised even by slides connecting is very popular due to its high quality of several floors occupied by company. life, which consists of e.g. coastal location and a wide forest belt surrounding the The work’s specifics are also changing city, which makes maintaining work- and adapting to the different needs life balance easier. Close contact with of the employees. Remote or shift nature that Tri-city offers, means that work, hot-desking or flexible working despite the daily duties, the citizens hours are supposed to cause even are less likely to feel the effects of their several thousand-strong companies hurried way of life. This observation is are able to adjust to the needs of the especially noticeable among employees individual employee and provide the who moved to the Tri-city from other necessary flexibility to balance intensive major Polish locations, or from abroad. work and personal life. A strong emphasis on self-realization among To maintain work-life balance, besides new generations of workers means that a high quality of life, there is also a need in order to provide the best human for good atmosphere of the workplace, resources for the future, the companies as well as professional challenges. can’t challenge the idea of work-life In recent years, the improvement balance anymore. •

Invest in Pomerania Al. Grunwaldzka 472 D 80-309 Gdańsk +48 58 32 33 260 investinpomerania.pl

CAREER & DEVELOPMENT

HR NEWS increasingly attractive to domestic and international investors. Savills research notes that investment volumes in 2016 reached a record EUR 3.60 billion and another strong year is expected in 2017.

Joanna Kozarzewska joined Colliers International

Katarzyna Michnikowska was promoted to Associate Director in the Research and Consultancy department of Colliers International

SAVILLS APPOINTS HEAD OF CZECH REPUBLIC & SLOVAKIA

International real estate advisor Savills has appointed Ben Maudling to head up its Czech Republic and Slovakia operations, in order to support the company’s continued expansion across Central Eastern Europe (CEE). Ben Maudling joins Savills after four years at Arcona Capital GmbH (formerly Palmer Capital Investments GmbH). As managing director and a board member, he was specifically responsible for the investment and asset management activities of the company within CEE. In 2000 he sold Aston, a real estate business that he had established in Prague, to CBRE, and then went on to head the central European investment activities of INVESCO Real Estate. Savills already has a strong and successsful business in Poland, incorpoating four offices and more than 100 staff. In Prague, Maudling will be establishing departments covering capital markets, leasing, valuation, building & project consultancy and asset & property management. Like neighbouring Poland, the Czech Republic is becoming

As Associate Director Katarzyna will be responsible for acquiring new clients and maintaining relations with them, cooperation with regional offices and representing Colliers at conferences. Katarzyna Michnikowska joined Colliers International in 2014 as Senior Analyst in the Research and Consultancy department. She specializes in research and analysis of retail market. Katarzyna has twenty years of experience in the commercial real estate market in Poland. She started her career in the Polish Federation of Valuers where she participated in setting regulations related to the creation of professions like property valuer, real estate agent or property manager. She advised, among others, on projects such as Stary Browar in Poznań and Galeria Katowicka in Katowice. The Research and Consultancy department at Colliers International undertakes research and advisory services for clients in the area of the Polish real estate market in particular: office, retail and industrial sector. Scope of services include economic analysis and market studies with respect to future market trends, feasibility studies, competition analyses, investment strategies, and location analyses.

Joanna Kozarzewska joined Colliers International as Clients Relationship Director. She will be responsible for building and maintaining relations with company’s clients, coordinating tendering processes and supporting all departments in acquiring new projects. Before joining Colliers International Joanna worked in HRK as a Business Unit Manager responsible for advisory and recruitment services for both Polish and foreign companies which focus on Real Estate and construction sector. She conducted recruitment processes mainly for developers, investment funds, international advisory companies and retail chains. Additionally, Joanna is the Head of Audit Committee of IFMA international organization which associates professionals from the Real Estate sector. She actively participates in the development of Women in Real Estate in Poland organization. She also cooperates with the Polish Council of Shopping Centres. Joanna obtained two Master Degrees at the University of Warsaw and Högskolan Dalarna in Sweden. She also graduated from the Postgraduate Studies in Real Estate Advisory and Human Resources Management at the Warsaw School of Economics.

Agnieszka Krzekotowska was promoted to Clients Relationship Director

Agnieszka Krzekotowska was promoted to Clients Relationship Director in the Property Management department of Colliers International. As Clients Relationship Director Agnieszka will be responsible for building and maintaining relations with clients, Outsourcing&More | March – April 2017

CAREER & DEVELOPMENT

acquiring new projects, coordinating tendering processes inside the company and looking for new technologies and solutions broadening the offer for Colliers clients. Agnieszka joined Colliers International in 2009 as Property Manager. She has over 10 years of experience in commercial real estate, working for clients such as Triuva, Union Investment, Tristan Capital Partners, Immobel, Arka, BPH, Zepter International, Valad and Ghelamco. So far Agnieszka coordinated the management of 16 office buildings owned by investment funds, offering a total of 200,000 sqm of space. Her responsibilities included supervision and management of a team of property managers, support in preparation of the department’s standards and procedures,

of Warsaw and The Faculty of Property Management at the Department of Law and Administration at the University of Warsaw.

Jon Hubbard will join as head of Hotels & Hospitality in Cushman & Wakefield

Cinema Tower (11,000 sq m) and a prestigious office and retail complex Hieronimus owned by Zbigniew Grycan (5,700 sq m). Marcin brings more than 18 years of industry experience, having previously worked as a key account manager and senior property manager at Knight Frank in Wrocław. He oversaw a group of property managers, participated in execution of property due diligence as well as carried numerous BREEAM and LEED certifications.

New member of RICS – Agnieszka Milczarek

Yet another Colliers International property manager have become the member of the prestigious RICS (Royal Institution of Chartered Surveyors) organization which accredits professionals within the acquisition of new projects for management, land, property and construction sectors. as well as implementation of processes The MRICS title has been obtained by and procedures in new properties. Agnieszka Milczarek of the Property Agnieszka is a graduate of the Management Management department. Faculty at the University of Łódź Agnieszka Milczarek joined Colliers and postgraduate studies in Property in 2007. As Property Manager she Management at Leon Koźminski Academy is responsible for maintaining relationship of Entrepreneurship and Management with tenants and coordinating the work in Warsaw. She is a member of the of subcontractors. Agnieszka graduated prestigious RICS organisation and holds from The Faculty of Management a Property Manager license. and Marketing at the University

Cushman & Wakefield has appointed one of the most respected names in the hospitality sector, Jon Hubbard, to head up its EMEA Hotels & Hospitality business. Reporting to EMEA Chief Executive John Forrester, Hubbard will be responsible for leading and growing Cushman & Wakefield’s EMEA hospitality practice. He has nearly 30 years of EMEA hotel market experience across multiple service lines, advising on everything from economy hotels to international five star properties, and from single assets to large portfolios. Hubbard has been closely involved in transactions such as the disposal of the 42-strong UK Marriott portfolio to ADIA, the development and sale of the W Leicester Square, London and has been advising Qatari Diar on the conversion of the US Embassy in Grosvenor Square to a top luxury hotel. Most recently, he has also been focused on the growth of JLL’s hospitality business in the Middle East & Africa. •

Savills has named Marcin Stanisławski as senior property manager

Savills has named Marcin Stanisławski as senior property manager. In his new role, Marcin will managed three office properties located in Wrocław totalling nearly 33,000 sq m, including A class newly constructed Nobilis Business House owned by Echo Investment (16,000 sq m), wellestablished Wratislavia Tower owned by

Outsourcing&More | March – April 2017

CAREER & DEVELOPMENT

Prevention, promotion, that is pursuance and avoidance within the context of well-being The costs of absenteeism and health care are counted in billions of dollars annually, and work-related stress is indicated in the first place, as a factor decreasing employees’ commitment. Where is the cause?

IN PREVIOUS EPISODE....

Writing about the silence in the organization and analyzing the causes of employee silence I appealed to basic needs, such as a sense of autonomy, that is influencing the reality, relationships with others, and the ability to develop and demonstrate their competence. About the relationship of these factors with the silence, you can read in the last issue of the magazine. Today continuation. How to revive employees? How to make them start to speak, that you will be able to take another step forward. Immediately, I warn you that there is no universal method. If you ever meet someone with a ready recipe, I recommend to bypass it as far as possible. This time in the article you will find next several scientific and practical evidence of the obvious things, which so often easier not to see. ONCE AGAIN–WHAT IS IT?

Monika Reszko, Communication and internal relations expert, psychologist, executive coach.

Business is about money. Good business, however, beyond financial profit, should give the employees satisfaction, the opportunity to be involved and the right to achieve their objectives. Today’s competitive advantage may depend on the ability to respond to changing external conditions. The strength of the company requires proactive activities, adaptation, rapid learning and effective actions. Following this path, today the market advantage gains the one who has developed a high level of flexibility and the ability to use resources. Only you – as a manager and also your people – as those, whose involvement is essential in order that the long term costs do not exceed the revenues, can give those things.

Engagement can not be measured as blood sugar level. It is subjective and measurable only through a form of declaration. However, we can consider someone as committed to its job based on observation of work style, behavior, relationship with the environment or even the use of words. Is this last one significant? The research, whose authors are E. R. Diener and Biswas-Diener, shows that women using in their memories words expressing positive emotions, such as “happiness”, “interest”, “love”, “gratitude”, “amusement” lived an average of more than ten years longer than those whose vocabulary did not express positive states. It rather does not prove that happiness and commitment, because for that matter, appear “spontaneously and now”. However, it is a clue that it become possible when we are aware of our own words and their meanings. Perhaps such self-control sounds not much romantic and it is not associated with spontaneous joy, and certainly with motivation or commitment, nevertheless to perceive its own preferences, habits, the interpretation of their meaning and idea of the potential consequences, it is like the first step and a checklist of “technical review” of skills concerning engage and motivate employees.

for you to match the communication and tasks to employees. Psychologists distinguish two forms of adaptation in the organization: supplementary, when the goals, values and norms of the organization are in line with what guides employees, and complementary, when requirements and opportunities are supplemented mutually. While the first type refers primarily to the objectives, the second has to do with how to achieve them. This is where we come to the point, that is not important what we do, but how the tasks are performed.

Marta Roczniewska discusses this topic in her research work. Her thesis is based on the Tory’ego Higgins’s concept of match control. This concept assumes Both organizations and employees a dual attitude to tasks. Employees have their goals and expectations. promotionally minded focus their action Thus, to consciously build a strong on the pursuit and development. Their team and to create a culture of the approach is characterized by a willingness organization, you need to understand to risk, greater creativity and focus on the your own beliefs and preferences potential benefits. The second group in the first place. Then it will be easier are people with preventive approach, THE TRUTH ABOUT MATCHING, IN OTHER WORDS AT WORK AS IN A MARRIAGE

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CAREER & DEVELOPMENT

where the need for security is greater, and the action is characterized by caution and tendency to avoid possible errors. The second group are people with preventive approach, whose need for the security is greater, and the action is characterized by caution and tendency to avoid possible errors. At this point, matching refers to the nature of the task– creative or analytical, it indicates the way of its implementation – the selection of the right solutions vs the avoidance of the errors, the final result – the joy of success vs the relief to escape from danger. It is easy, therefore, to imagine that such a differentiated approach may have important implications for interaction superior–employee. THE CONSEQUENCES OF (UN) CONSCIOUSNESS (MIS)MATCHING

The results of previous studies show that regulatory (mis)matching has an impact on areas such as relationships, effectiveness, openness to announcements until decision on Outsourcing&More | March – April 2017

departure from work. This applies not only to relationship with the leader, but to the entire organization and preferred its behavior. Adapting to the culture of the organization is an important factor

both for the satisfaction, motivation and employee engagement. In contrast, the contradiction between the needs of the employee and the expected achievements of objectives by the

CAREER & DEVELOPMENT

The results showed organization causes conflict. This conflict that the greater is a source of stress which has a longmismatch of term impact on physical and mental employee to the organization in health long-termly. As a consequence, the context of how it reduces efficiency and productivity. to achieve its goals, The costs of absenteeism and health care the lower the level in the United States is estimated today of satisfaction, a greater number at $ 30 billion annually, and work-related of its depressive stress is indicated in the first place, as symptoms and a factor decreasing involvement (source: dysfunctions. Wellbeing, Culture and Engagement

in 2017 Virgin Pulse). In Marta Roczniewska’s study took part 84 men and 85 women from various industries, the average age was 36 years. They filled out the questionnaires in order to diagnose the type of individual and organizational culture matching, the scale of satisfaction and health questionnaire. The results showed that the greater mismatch of employee to the organization in the context of how to achieve its goals, the lower the level of satisfaction, a greater number of its depressive symptoms and dysfunctions. Thus, if for example, a company with preventive organizational culture employs a staff with promotional approach to the tasks, the standards prevailing in it can be locked, stressor, and the cause of the conflict, yet in the long term it has a negative impact on business and employee’s health – the order is optional ... And that’s not all ... In 2002, Remington R. and M. Darden indicated in the results of their research that conflicts, or euphemistically saying “rude behavior” which destroys team spirit and reduce efficiency. They are harmful to fair competition and even encourage

aggression. Rude behavior cuts off access to storage resources and cause a drop in creativity, reinforcing defensive posture. In addition, the study of C. L. Porath and A. Erez conducted in 2009 clearly shows that although difficult to quantify, the costs of it bear everyone: the perpetrator, recipients, observers, business. As researchers say, 88% of people who experience aggression, revenge on their organization.

business, the solutions should be implemented not only by an individual supervisor, but the whole organization. With the level of care for the health of current employees in the meaning of their physical and emotional well-being becomes a priority today. In addition, as research indicates, in the process of recruiting candidates it is advisable to communicate them the culture of the WHAT TO DO–THAT IS EITHER… OR … Business leadership is aimed at shaping organization and to elect people whose attitudes that guarantee success. way of achieving the objectives is close Therefore, the development of leadership to the organization. skills of current and future managers should become a priority for companies AND ONE MORE IMPORTANT ISSUE There is no one proper management and organizations. style. None of this is better from each As a manager you play a key role for your other, either preventive or promotional subordinates. By the time you go further approach. Peter Drucker, the father of with the willingness to practice conscious modern management methods believed that true leaders are filled with humor leadership, you should: and humility, by nature inclined to treat • Define your own way of setting to tasks. all people in their organizations as an • Determine the level of satisfaction equal, not blandish the top and neglect and employee engagement. the bottom. First of all, I think that • Examine their level of their matching. there are people aware of its value • Recognize the difference and honest with ourselves. The function and possible gaps. of the leadership takes on new meaning. • Specify areas for change, describe To educate this function there is a need their order and deployment time. of conscious and coherent actions at the • Redeem your plan. level of business objectives, corporate culture and developed competencies. For all the steps there are the right tools. Additionally, if the management changes Of course, you can do also nothing. its soloist perspective to the conductor You are the writer of your own scenario. perspective the concert become All depends on you, whether it will be possible. The music is a passion, so in the next issue I invite you to read about a comedy, drama or action cinema. the harmonious and obsessive passion Knowing that the costs of (mis)matching and their consequences on the team bear both the employee and the whole effectiveness. • Outsourcing&More | March – April 2017

CAREER & DEVELOPMENT

Who is an employee of a modern call contact centers in a globalized world? Interview with Dominika Śliżewska-Wróbel, HR Director at Teleperformance Polska

Outsourcing&More: The management of human resources is a real challenge in the call contact center sector. Teleperformance Polska is a company with sites in several locations, employing hundreds of people. How has the employee profile changed over the past few years? Dominika Śliżewska-Wróbel: The employee profile has always been related to the specifics of our business. Currently, most projects in the field of customer service or technical support are implemented for global brands from different sectors of the economy. Such a cross-section of clients means there is a need to find candidates with a proficient command of foreign languages and the specific skills required for proper implementation of a project.

Outsourcing&More | March – April 2017

CAREER & DEVELOPMENT

The demand for employees with a high level of language skills often prompts us to also actively seek candidates from outside our country. Back at the end of 2014 we employed people from 17 countries, while today we already have almost 40 different nationalities. Another positive change is that most young people who apply to Teleperformance Polska already have professional experience gained during their studies, and often even in high school. Such candidates treat work in a contact center as another important milestone in their professional careers. The fact that changes in candidate profiles have a real impact on shaping the employers’ offer is noteworthy. The employees already know their professional expectations, which means that companies have to customise their work environment and conditions so that what they offer is as attractive as possible for the candidates. We used to talk about a “call center employee” but now we increasingly often refer to the position as a “contact center employee”. Have the skills required of people employed in Teleperformance’s structures altered in relation to these changes? Both work in a call center, where telephone sales campaigns are primarily implemented, and work in a contact center, which involves solving customers’ problems and building positive relationships with the brand, require appropriate skills. Even though the telephone still remains a leading channel of contact in Teleperformance Polska, other modern communication channels, such as chat or social media like Facebook, Twitter, and WhatsApp are becoming ever more popular among consumers. So during the recruitment stage for selected projects we verify things like the candidates’ skills related to the use of social media platforms in business. Many of our employees who work on projects using social media for communication already have education in the relevant field. Outsourcing&More | March – April 2017

Has Poland become a valued longterm business partner for companies located outside the country? How do you assess the language skills of Poles? Are foreign customers really satisfied with contact center services operating in Poland? Over 70 percent of consultants handling multilingual projects at Teleperformance Polska have Polish nationality and high language skills. This group includes graduates of foreign language courses, Teleperformance employees from other countries who have moved to Poland, and people who gained their language competences by working abroad in other companies. Moreover, we even employ people who are fluent in several foreign languages.

authoritarian one – we need leadership that unites and motivates the team to work. The supervisor must also be trustworthy, one who listens and helps, as well as resolving problems and conflicts. The third, but no less important characteristic, is tolerance. A multicultural work environment and ethnically diverse teams must be managed by people open to others, accepting of diversity, and being able to look at a situation from different perspectives.

Finally, a question about your career path – when did you join Teleperformance and how was your journey to the position of head of HR at such a well-known company? A key moment in my life was an Teleperformance Polska employees unsuccessful job interview, during currently support consumers from 21 which the recruiter made every effort countries, using 16 languages. To ensure to prove my lack of experience and skills. linguistic and cultural closeness during I decided then that I would change the each interaction with a customer, the image of recruiter into one that would majority of these people speak a foreign create the right atmosphere for the language at the native or near-native conversation with the candidate, so that level. The most popular languages used he or she could fully demonstrate their to serve customers are Polish, English, competences. I also made the decision German, French, Spanish, Italian, Czech to change the direction of my studies and Slovak. We also handle other markets from marketing to HR. where a command of languages that are less popular in Poland is required, such I have been part of the outsourcing as Swedish, Danish, Portuguese or Dutch. industry of call contact center services since 2008. I took the first steps in the The best proof of the satisfaction of our industry as a Recruitment Specialist. business partners with the services we The intense development of the company provide is the dynamic development was at that period associated with the of the existing multilingual projects. growth in organizational structures, as One project we implemented for well as with acquiring other companies, a global leader in the sporting which meant that I was promoted to the goods industry has seen us expand position of Manager of the Recruitment the team 25 times in 4 years, with and Training Department. My main several hundred consultants currently challenge at the time was employing supporting customers from 18 markets 150 people at a newly opened location and the construction of the Training in 11 languages. and Quality Department, which was fully If we were to describe a perfect dedicated to the operational department. employee in the position of contact center supervisor in terms of the three I joined the Teleperformance Polska team most important competences, what in July 2014 as the HR Director. Currently would they be and why? I manage a section with departments Above all, a supervisor is someone like: Recruitment, Personnel Administrawho knows how to strike a happy tion, and Training and Developament. medium between what is good for the I coordinate the work of a fantastic team business and for the team. Leadership of specialists, with whom success tastes is an important characteristic, but not much better. •

CAREER & DEVELOPMENT

Recruitment Ads

RECRUITER:

CONTACT: MAŁGORZATA DRAGAN MALGORZATA.DRAGAN@HRK.PL

Tax manager (Salary: 300 000 PLN/year)

About our client: A completely new role has arisen in a well-established global technological company specializing in the financial services area. The company is currently looking for an experienced Tax Manager to join their structures. The company is well-known for its innovative technology solutions and a truly international and inclusive culture.

Job description: • • • • • • •

Managing, developing and supervising the team of 4 people Direct reporting to the Head of the whole structure Timely preparation and filling of the corporation tax returns for all the companies Dealing with all the VAT issues that result from various Tax reviews Liaising with Senior Management and EMEA/US colleagues Monthly reconciliation of VAT and Tax accounts Tax reporting

Candidate profile: • • • • • •

Qualified accountant/tax advisor with minimum 4 years of post-qualification experience Experience gained in the Big 4 or any other multinational organization IFRS/US GAAP tax accounting experience will be an asset Fluency in English language (written and spoken) 2 + years of leadership experience Ability to see the big picture and think out-of-the-box

Outsourcing&More | March – April 2017

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RECRUITER:

CONTACT: MAGDALENA KAMIŃSKA MAGDALENA.KAMINSKA@WYSER.PL

Currently we are looking for the candidate for the company with foreign capital (technical industry) in Rzeszów for the position of:

Finance and Administration Manager (Salary: 15 – 20 000 PLN/m gross)

Responsibilities: LOGO A COLORI IN QUADRICROMIA VERDE C 56 M 0 Y 100 K 0 GRIGIO C 15 M 0 Y 0 K 50

• • • • • • • • • • • •

responsibility for correctness of all financial and accounting documentation of the branch cooperation with the company headquarters substantive and organizational supervision over the finance and administration area control over the correctness of tax area preparation of reports, balance sheets, profit and loss statements, financial reports and tax reports within deadlines set monthly, quarterly and annually financial planning effective monitoring of costs and control system within the branch identification and analysis of all risks cooperation with auditors as well as financial and control institutions coordination of the year-end closing and preparation of annual financial statements support the management with budgeting, cost control, cash flow and financial management, legal affairs and the taxation optimization responsibility for administrative issues and HR

Requirements: • • • •

experience in a similar position within international environment knowledge of English language has to be sufficient to communicate with ease highly developed interpersonal skills creativity, proactivity, focus on achieving the goals

RECRUITER:

CONTACT: ANITA OBIDOWSKA A.OBIDOWSKA@LEASINGTEAM.PL

Account Manager (Salary 7 000 – 10 000 PLN/m gross)

Tasks: • • • • •

Building and maintaining long-term relationships with customers Project management 360° Preparing: briefs, presentations, offers Negotiations with clients Implementation of sales plans

Requirements:

• Minimum 5 years of experience in advertising agencies • Fluent English • Creativity and self-reliance in action

Outsourcing&More | March – April 2017

CAREER & DEVELOPMENT

Salaries in Business Services Sector – broad view The market for business service centres in Poland is one of the fastest-growing in the whole of Central and Eastern Europe. Organisations monitoring its growth have been reporting an increase in hiring and in the number of businesses operating in this segment year to year.

Over 190,000 employees and over 930 centres, including 676 foreign ones; these are the dimensions of the Polish market of business services centres in 2016. Only five years ago, the Business Services sector in Poland employed approx. 85,000 employees in around 340 centres with foreign capital. The rapid increase in the number of centres (by over 50%) and in employment (44%) has been followed by the expansion and advancement of the processes they support. As a company that has been co-creating the Business Services market in Poland for many years, we have determined the main questions addressed to us by organisations planning to launch their operations in Poland, or to expand their current business to a new location. Obviously, the salaries are one of the major topics, hence the impulse to create one of the deepest reports about salaries. We have covered over 120 roles, by 8 locations, additionally – describing advanced processes, which are rarely valuated in reports. To show the effect and present an additional value to the readers of this article, we are publishing results for one full process – HR – including the advanced roles. However, the purpose of this text is to give comments on the issues vital when setting up a new center or expanding an existing business. Dynamic and large-scale development of the Business Services sector made it, in a way, a victim of its own success. It is facing challenges very similar to those ahead of technological companies in the area of candidate supply and demand management, building real Employee Value Proposition (EVP) and tackling employee attrition. One can easily observe it on the most developed markets, and it’s paired

Outsourcing&More | March – April 2017

CAREER & DEVELOPMENT with raising the salary ranges, such as Kraków, Warsaw, Wrocław – markets with employment in the sector above 30 thousands. It doesn’t mean that the smaller markets, such as Poznań, Łódź, Tri-city (10-16 thousands) and emerging – Lublin, Rzeszów, Toruń, Szczecin (2,5 – 7 thousands) are “relieved of duty”. Obviously, on lesser markets the salary ranges are lower, but the challenges ae very similar. Universally, organizations need to attract employees, the P&L is measured and building real EVP matters. THE SUPPLY OF QUALIFIED PERSONNEL AND RECRUITING DIFFICULTY

Average employment in the Polish BSS sector amounts to approx. 220 employees per centre. The inquiries we hear the most often during our consulting sessions concern businesses hiring up to 200 employees. A similar trend has been observed in talks with companies planning their expansion. As we are currently conducting at least four such parallel projects, we predict that this trend will continue in 2017. As a recruitment company, we find investments of up to 200 employees, as well as expansions of already operating companies of a similar scale, to be feasible practically on every one of the larger local markets. Naturally, a specific set of competences necessary to support the processes in planned centres is a decisive issue in assessing the difficulty and feasibility of the recruitment process, but the Polish market offers probably the best entry conditions in terms of the size and diversity of the labour market in CEE. The population of students and graduates is a huge pool of human resources potential; for them, the Business Services sector is a natural first step on their career path. Salary mapping for a given region, process and candidate profile is a basic and crucial point of the feasibility study. Accuracy of such an analysis is directly dependent on the leve of knowledge and preparation for the analysis. Here, the level of knowing the candidate profile starts to reach deeper levels, described in the “EVP” part of this text. In delivery, we recommend an agile approach, adopted from lean/agile methodology, meaning the process is divided into iterations (waves) with pre-planned moments for retrospective and being ready to adjust salary bands in response/ reaction to the market. LEVEL AND APPRAISAL OF LANGUAGE COMPETENCES

Around 70% of business service centres in Poland involve foreign capital 1. They pursue an ongoing process of recruiting employees who are fluent Outsourcing&More | March – April 2017

We have identified the following trends in supplementing the base salary when the candidates present the B22 command of languages below:

Source: HR Processes – Basic & advanced. Source: ”Business services 2017. Investment outlook, Salaries report, Local insights”

French 15-20 German 15-20 Italian 10-15 Spanish 10-15 Portuguese 10-15 Swedish 20 Danish 20-25 Norwegian 20 Duth 15-20 Czech 15-20 Slovak 10-15 Hungarian 15-20 Romanian 10-15 Russian 5-10

in foreign languages by tapping both into the population of already professionally active employees, and into the group of students and new graduates. The Polish labour market has very good foundations for locating business service centres operating in foreign languages, as it ensures an annual constant inflow of students and new graduates with knowledge of key languages sought after on the market.

point for transferring processes, and as a way to seek competitive advantage through optimising and increasing the advancement level of back office. This policy has taken the form of adapting and developing more complex support processes and systems, ranging from a more common application and search for such things as VBA skills in the automation of transaction and accounting tasks, to developing IT systems used at the centres and the parent organisations. Among other things, we have noted On the Polish market, we are observing a high demand for experts in SAP a great interest in candidates who are development and maintenance, growing fluent in German, and a high demand requirements in the field of mobility, for candidates speaking Scandinavian and an ongoing increase in and demand languages, French, Italian and Spanish. for R&C competences in the IT segment The interest in Russian-speaking as a whole. candidates is also on the rise. In 2017, these trends should only intensify. The increase in the advancement Naturally, English is the most common level of processes is followed by an foreign language, and is also statistically increase in the level of competences the most frequently sought after. and competence requirements asked The Polish market has at its disposal of employees and employee candidates a large group of candidates fluent in on the market. One of the strategic foreign languages, though the demand is issues discussed during the process so high that, for at least three years now, of designing recruitment waves we have observed a trend of placing upon establishing a new centre is the satisfactory knowledge of a foreign selection of staff to manage it. It is with language above professional know- a high degree of confidence that we can how. Many of our clients and partners recommend recruiting managerial staff prefer to train candidates in areas such for business centres from the pool of as customer service and transactions, candidates available on the Polish market. but demand language skills at B2-level Very dynamic growth and a quality as a condition precedent for hiring increase in this sector have resulted in the emergence of a competent a given candidate. pool of managerial staff, specialising both in building start-up structures ADVANCED SKILLS AND PROCESSES and in stabilising and optimising AND THEIR MANAGEMENT We have been following two trends processes in managed centres. demonstrating the maturity of the of the Polish marketfor business services. EVP – PRAGMATIC VIEW Building real EVP (employer value The level of process advancement has proposition) is growing in importance. been growing: both existing and newly It comprises the whole remuneration opened centres have been implementing policy, managing skills and abilities, the increasingly advanced service processes. individual corporate culture, and the Both new investors and organisations dialogue conducted with employees discussing expansion with Grafton have and the market. The issue of corporate been focusing on the dual importance identity is one of the key nuances in this of business centres: both as a target respect. The consulting projects that

Over 190,000 employees and over 930 centres, including 676 foreign ones; these are the dimensions of the Polish market of business services centres in 2016.

Average employment in the Polish BSS sector amounts to approx. 220 employees per centre.

Rafał Glogier-Osiński, Regional Marketing & Digital Manager, FDI Advisory Team

CAREER & DEVELOPMENT

we conduct in the field of Employer Branding, as a supplement to our recruitment operations, show that the gap in perceiving one’s impact on the actual process of product manufacturing or service provision by a given company is the main problem in building a desirable mental contract between business centre employees and their parent companies. This is a two-way problem: business centre employees experience difficulties in finding a connection between their jobs and the operations of the “main” organisation, while employees directly involved in products or services find it hard to “recognise” the significant role of centre employees as equal members of the organisation. If we transplant this issue to the environment of a single organisation, it will be possible to find an analogy with the “natural conflict” between the production segments of the organisation and its back office, i.e. all ancillary functions.

”Business Services 2017, investment outlook, salary report, local markets” is a report covering over 120 roles in basic The smallest corporate identity proand rarely described advanced processes blems connected with staff recruitment across 8 cities in are experienced by organisations Poland. establishing captive shared services If you are interested centres or centres of excellence/R&D as in obtaining entities directly supporting their parent a copy, readers of the Outsourcing & companies; they are easier to combine More Magazine can with the rest of the organisation. express their interest Meanwhile, the largest problems by messaging us at and the highest employee rotation are bsc@grafton.pl, just mention “O&M” in observed at BPO centres due to the fact the message with your that services are provided to various contact data. customers and it’s relatively difficult

to build product-related identity of employees. The key here is to build an identity of the service itself, support it with values and causing the employees to acquire it. When I am referring to “acquisition” of those elements, I mean real identification, not witnessing a remote set of slogans, exposed i.e. on the office walls. Here the EVP becomes very, sometimes painfully, pragmatic. Real EVP requires recognition of the candidates’ profiles on a completely different level than (frequently very detailed) listing tasks & requirements in an elaborate job description. It means knowing about the persona of the candidate. Who are they? How old are they and what consequences does it have? What are their life aspirations? Family, kids, single…. and finally what do we expect. Do we need them to stay in this role for long or are we accepting i.e. bigger turnover in a given process than the company average?

– they do know about those elements already. In a way, we are making a full circle: when I was giving my first competency management workshops, the main theme were transparency and competencies. Now – Transparency and EVP. The difference between then and now is that “now” the topic is much more complex due to more options of instant communication between people. “Acquisition” of EVP appears here another time – by implementing real standards, communicating them and organic work with people in the organization – also the managers. Even the best chill-out room won’t work it the employees are afraid to use it because their boss just simply doesn’t consider it a noteworthy topic.

Salaries, getting back to the origin ot the text, constitute of course 90% of the motivation. The remaining 10% makes a huge difference during recruitment processes. Best career site and promotional materials simply won’t do if at the last stage, after the Working in new media for a number interview with a hiring manager, there is of years I can tell that now more than no response for more than 2 weeks. ever the notions of “outside of the organization” vs “inside the organization” As a recruitment company we recomare completely irrelevant and there is no mend straight away, that the process chance of separating those two worlds. should be closed within two weeks Candidates and employees are one target and end in presenting a contract, not group, communicating internally. What a letter of intent. Upon the employee’s divides the group into two audiences is arrival in the organization, the salary is the fact that some of them are already still a strong motivator, but immediately getting paid by our company, have all other aspects of the company’s aspirations connected with it, work life and culture immediately gain with a boss from our organization – on importance. Salary is the motivator – and the others are not. But rest assured but EVP makes the connection. •

Source: PAIiIZ, Pro Progressio A person using the language at the B2 level can understand the main ideas of complex text on both concrete and abstract topics, including technical discussions in his/her field of specialisation. They can interact with a degree of fluency and spontaneity that makes regular interaction with native speakers quite possible without strain for either party. They can produce clear, detailed text on a wide range of subjects and explain a viewpoint on a topical issue, giving the advantages and disadvantages of various options.

Outsourcing&More | March – April 2017