BPO and Outsourcing in Poland by BiznesPolska/CEE Business Media

OutsourcingPoland BPO and Shared Services Centers

2011

• 500+ BPO, shared services, and outsourcing centers • Top 90 universities in Poland • Proﬁles of center managers and workers

OutsourcingPoland BPO and Shared Services Centers

2011

Table of Contents Published by

BiznesPolska Media sp. z o.o. ul. Długa 44/50, bud. D, lok 704, 00-241 Warszawa tel./fax: 022 831 7062 Research Magdalena Adamczyk President Thom Barnhardt mobile: (+48) 508-143-963

More Polish cities enter the battle for piece of the Outsourcing pie.......................................................................... 4 Managers’ Profiles..................................................................................................................................................................................................................................................... 10–19 Legal: Employee Monitoring In BPO/SSC Sector ........................................................................................................................................................ 11 Map of BPO and SSC Companies in Poland.................................................................................................................................................. 20–21 List: BPO and SSC Companies in Poland ............................................................................................................................................................... 23–36 Workers’ Profiles .......................................................................................................................................................................................................................................................................... 23 List: Top 90 Polish Universities (and student population).................................................................................................................. 37 In this annual business directory (our 3rd edition), Outsourcing/Shared Services in Poland, published by BiznesPolska Media, we have tried to provide some insight into emerging trends in the sector in Poland and growth opportunities. The core of our effort has been to provide an exhaustive listing of companies in the outsourcing and SSC sector in Poland. Our definitions of outsourcing are deliberately broad, and includes the large sectors of shared service centers, BPOs providing external services, as well as R&D centers, IT and software development, and call centres. In addition to a big thanks to our research team, led by Magda Adamczyk, I would like to thank PAIZ and the city officials that were so responsive with providing information about companies in their region. Also, contributions from the associations ABSL and ASPIRE helped very much in gathering data and urging their members to contribute. Thom Barnhardt, editor and publisher

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Cover Story

More Polish cities enter the battle for piece of the fast-growing Outsourcing pie As Poland’s leading sharedservices cities strive to attract more “knowledgebased” services, smaller cities are investing in infrastructure to support their bid for outsourcers

Process areas SSCs & BPOs are planning to expand their services in the next 18-36 months

Legal Services

82%

Innovation Services

72%

52%

68% 68%

Software Development

66% 63%

Call Centers

56%

Supply Chain

53%

Knowledge Services 2010

82% 66%

2009

Source: Duke University Offshoring Research Network Service Provider Survey

continues to grow. New modern offices are being built specifically targeting the needs of investors from the sector, city officials are increasingly aware that quality-of-life is key to keeping qualified workers, and universities are listening (sometimes) to the human resource needs of private enterprise. Even the mostlyfriendly competition between the two main associations serving the industry – ABSL and ASPIRE - benefits investors and managers in the sector, who attend their trainings, seminars, conferences and networking events.  Some cities are taking the competition very seriously. Lodz and Katowice – so far lagging the leading cities – have hired world-class

as G & il

d Fi In nn su a ra ce nc e So ft w an ar d e so H ci ea al lt as h O th sis ca er ta re nc m e an uf ac Te tu le ri co ng m m un ic Pr at of io es ns sio na ls er vi ce & s Ph ar B m io ac te eu ch tic al U t ili Ed tie uc s at io n se rv ic es

45 40 35 30 25 20 15 10 5 0

Top client industries in 2010

Anticipated growth in 2010

Source: Duke University Offshoring Research Network Service Provider Survey (2007-2010)

76%

58% 59% 56% 61%

Marketing & Sales

BPOs and SSCs OutsourcingPoland

59%

Finance & Accounting

Expected high growth in healthcare went mostly unrealized in 2010. FSI, Telecom and Software saw strong levels of growth.

Top client industries in 2009

70%

55%

IT Infrastructure

With three Polish cities now ranked in the Top 100 outsourcing cities in the world, city officials across the country continue their bid to get into the top ranks. Driven by the political “win” of attracting more jobs for young educated workers in the city, as well as the economic benefits of higher local tax revenues, cities are hiring world-class consultants and investing in infrastructure to make their city more attractive for BPO and SSC investors. Krakow further solidified its reputation, by taking the number one ranking among “emerging” cities world-wide and 11th position overall, wedged one notch behind Shanghai and one ahead of Beijing. Warsaw comes in at 38th and Wroclaw at 84th. Yet no city can rest on its laurels. Competition is coming from all corners of the globe as well as from Poland’s backyard – as cities such as Szczecin strive to establish their position, and “eastern” Polish cities such as Lublin and Kielce tap into EU grants to turbo-charge their infrastructure development. The net result of keener competition amongst Polish cities is that Poland’s ecosystem of support for the SSC/outsourcing sector

100%

consultants McKinsey to advise them on development strategies, including in the outsourcing/SSC sectors. From our many meetings and interviews and research for this publication, it’s clear that Poland’s biggest natural advantage is its highlyqualified pool of university graduates, with strong language and technical skills. The match with the needs of BPO and SSC employers is excellent, since these investors need employees with European and English language skills, accounting, and IT and software programming skills. Poland’s educational traditions, steeped in liberal arts and technical/engineering, are serving the sector well. Enrollment at Polish universities is nearly 2 million today, and the large number of annual graduates, spread out among many cities, is an important “feeder” for the long-term growth of Poland’s outsourcing sector. While the numbers can’t compete with the armies of Indian laborers, the skills-sets allow Polish cities to move into higher value-added services, such as financial analysis, pharmaceutical research, and software development. For example, Mentor Graphics’ biggest European R&D offices are based in Katowice with more than 200 employees, Motorola employs more than 1100 at its R&D facilities in Krakow, and Samsung Electronics main European software development offices employ more than 200 engineers at offices in Warsaw. McKinsey has set up a KPO centre in Wroclaw, as has Indian firm Irevana, which employs MBAs, chartered

Cover Story ject work such as KPO, is a good way to further develop staff skills.

Qualiﬁed employees

Labor costs and legislation

21 28

Proximity to core business locations(s)

14 10

Location support infrastructure

13 12

Economic environment

9 9

Co-location with other functions

9 7

Other

Costs, costs, costs – Central Europe pulling work from Western Europe

Quality of life

4 1 0 Key Factors Inﬂuencing the choice of location of the current SSC Key factors inﬂuencing the choice of location of future SSCs Source: PwC Shared Service Centres – The Second Generation 2011

accountants, and actuaries at its KPO Mathematics centre.

“Virtual circle” All of the activity in the sector - within the cities and amongst the cities - means that the skill sets and the ecosystems of support are constantly improving. Consultants, HR advisors, office developers and brokers, accounting firms and law firms often have a national network of offices throughout Poland, serving clients in Szczecin as easily as in Rzeszow. Increasingly, they offer tailor-made solutions for sha-

red-services and outsourcing clients. And those learnings and solutions generally benefit the next client from the sector. While some workers have shown that they are open to moving from one city to another, labor mobility in Poland remains low, when compared to the high-mobility rates in the U.S. But workers move frequently within a city to a different outsourcing employer, meaning employers are offering more employee benefits such as private healthcare, and more intellectually-stimulating growth opportunities to retain their best workers. Top employees want to take on more complex tasks, and new pro-

In a recent research report released by PWC (“Shared Service Centres-the 2nd generation”) in May 2011, almost 50% of survey participants have already consolidated their existing SSCs or are currently in the process of doing so. Therefore, the total number of SSCs in western Europe and North America will decrease. However, the number of SSCs will increase in CEE and the Asia-Pacific region. The clear majority of companies sees more potential for selective outsourcing of finance processes to a low-cost country outside of the company’s region (offshoring). The key criteria for selecting SSC locations in the past were availability of qualified staff and low salary levels. These criteria will also be used to select the location for future SSCs. Indeed, companies will focus even more on these aspects.

OutsourcingPoland

Criteria used to select future SSCs (maximum 100 points)

Poland can expect annual growth of as much as 30% over the next five years, say some experts. Employment numbers in the sector will grow substantially. While some outsourcing firms are quite content with their numbers and costs, others are already looking for growth from new clients and ways to reduce costs further. Southwestern, based in Ireland, set up operations in Lodz in 2007 and has successfully developed a client-base in the public sector and health services sector in Ireland and the UK. In Poland, these sectors remain virtually untouched, and a source of deep longterm potential. And while most of the activity in Poland’s outsourcing sector is driven by international firms, Polish companies are increasingly aware of the potential to reduce costs, use capital more efficiently and remain focused on their main business. Yet the core business proposition of outsourcing – the labor arbitrage that is the very foundation of the business model – begins to weaken when serving Polish firms. Several firms have set up operations in the Ukrainian city of Lviv to serve Polish clients, taking advantage of labor cost savings of more than 50% from the Polish base. The city of Lviv, which was part of Poland before the war, has a large Polish population, and nearly 40% of the population speaks Polish. Polish-owned call centers, data processing, and accounting centers have already been set up in Ukraine, and the trend is likely to continue as Polish labor costs increase.

BPOs and SSCs

Growth among Polish ﬁrms and the public sector

continued on page 8

Cover Story Total number of SSCs by region today and planned for next 36 months 486

More Polish cities enter the battle for piece of the fast-growing Outsourcing pie

OutsourcingPoland

BPOs and SSCs 8

CEE

North America

Total number of SSC's today

Latin America

Asia-Paciﬁc

87 Europe Western

Middle East and Africa

Total

Total number of SSCs anticipated in 3 years Source: PwC Shared Service Centres – The Second Generation 2011

The survey results show that relatively little weight is given to co-location with other corporate functions and the respective economic environment, as most existing SSC locations have become so mature that these criteria have a lower relevance.

The main reasons for implementing an SSC were standardisation, automation, compliance, cost reduction and quality improvement. The relevance of standardization and compliance will become even more important in the future.

ASPIRE’s members are predominantly located in Krakow - which accounts for over 40% of the SSC/outsourcing industry in Poland - and across southern Poland. The association is run by Andrew Hallam, who has been based in Poland since 1995.

Industry growth is also driving the development of ancillary services. Nearly 80% of new modern office space in Krakow is occupied by the SSC/outsourcing sector, says Hallam. And while the growth of the sector is a big job-creator (the sector now employs over 20,000 people in Krakow), the universities in the area are generating 40,000 graduates per year, and unemployment rates among graduates remains high. ASPIRE’s Languages survey indicates that that 31 languages are being served in SSC/outsourcing centres in Krakow, leading Hallam to draw comparisons between SSC and Foreign Languages teaching. In some ways “we are the new TOEFL,”he says, referring to the large number of young foreigners working in centres in Krakow. About 6% of employees in the sector in Krakow are non-Polish, adding a strong dose of foreign language skills. “The sector is set for growth of 25-30% per annum for the foreseeable future,” says Hallam. He also says that centres are increasingly locating higher value-added services, showing that welleducated employees are proving their mettle and building trust in their capabilities. To accelerate this trend, ASPIRE also reaches out to students. “We want to show them the opportunity the sector affords and motivate them to develop their skills.” The SSC/outsourcing industry now employs 1 in 10 of all private sector employees in Krakow, says Hallam.

Most major investors in the SSC/outsourcing space in Poland have found it useful to join one of the industry associations. ASPIRE, established by centre heads in Kraków in 2008, was the first association started to serve the industry. ASPIRE is more active in organizing events, trainings, and meetings than ABSL (Association of Business Service Leaders), which was formed in 2009. According to the ASPIRE website, the association “brings together major players in the region to pursue a common strategy in promoting and developing opportunity in IT & Business Process Services.” From its base in Krakow, ASPIRE frequently organizes workshops, networking sessions and events aimed at sharing knowledge and bestpractices among its SSC/outsourcing members. Expert groups run by members cover subjects such as “business continuity”, “continuous improvement”, “facilities”, “finance”, and “HR”. The association also runs the ASPIRE Academy which provides training and development opportunities for students and people working in the industry.

103

180 124

City-centric Approach City-level analysis has always been the best approach in identifying corresponding service delivery strengths. As compared to country-wide analysis, a city-centric approach allows a more granular investigation of the inherent capabilities of and the opportunities for each potential city. City-centric assessments also receive greater traction from large service providers, as cities can better decouple themselves from the broad or oftentimes ‘generic proposition’ of the country. Cebu City for example has high potential to become a global KPO player but the city’s image is often overshadowed by the Philippines’ voicebased BPO reputation. For Tier II cities, decoupling will become an increasingly necessary process, especially among emerging cities with very speciﬁc skill set propositions. Decoupling from the country image will entail an efficient highlighting of the local value propositions and a more focused marketing and promotions strategy.

436

continued from page 5

Andrew Hallam “ASPIRE has a local focus aimed at building and accelerating the development of the ecosystem to support the continuing development of the sector in the region,” says Hallam. “As the cluster of activity in Krakow grows, it’s creating a positive loop feedback. Krakow centres are drawing workers from Katowice and across southern Poland, but equally creating the talent pool which benefits other locations. The growth of the industry in Krakow drives growth and innovation across the region”, Hallam said.

Cover Story tres also show the highest productivity improvement rates. The lowest average performance level is achieved by SSCs based in the Latin American region. Services provided – mass transactions are still the main services Accounts payable and receivable accounting as well as asset and general ledger Accounting are still the typical services provided by finance SSCs. Processes such as treasury, procurement and external reporting are provided by significantly fewer SSCs. The results show that the majority of companies only transfer transactional

processes, that are easy to standardize and have a low strategic relevance, to their SSC. However, it is expected that the percentage of complex services will increase in the future. Overall the very high importance of wage levels, legislation and qualified workforce availability will probably result in a trend to establish future SSCs rather in the Asia-Pacific and CEE regions than in Western Europe or the Americas. As a result the total number of SSCs in Western Europe and North America will decrease while the number of SSCs in Asia-Pan cific and CEE will slightly increase.

The Top 100 Outsourcing Cities City

Country (Region)

Established 1 2 3 4 5 6 7 8 9 10

Bangalore Mumbai Delhi (NCR) Manila (NCR) Chennai Hyderabad Dublin Pune Cebu City Shanghai

India (South Asia) India (South Asia) India (South Asia) Philippines (Southeast Asia) India (South Asia) India (South Asia) Ireland (Western Europe) India (South Asia) Philippines (Southeast Asia) China (East Asia)

Emerging 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49

Kraków Beijing Buenos Aires Cairo São Paulo Ho Chi Minh City Dalian (Dairen) Shenzhen Curitiba Colombo Hanoi Prague Kolkata Santiago San José Chandigarh Budapest Johannesburg Toronto Rio de Janeiro Kuala Lumpur Coimbatore St. Petersburg Brno Guangzhou (Canton) Mexico City Belfast Warsaw Singapore Chengdu Jaipur Monterrey Bucharest Brasília Accra Moscow Tianjin Guadalajara Bratislava

Poland (Eastern Europe) China (East Asia) Argentina (South America) Egypt (Middle East and Africa) Brazil (South America) Vietnam (Southeast Asia) China (East Asia) China (East Asia) Brazil (South America) Sri Lanka (South Asia) Vietnam (Southeast Asia) Czech Republic (Eastern Europe) India (South Asia) Chile (South America) Costa Rica (Central America) India (South Asia) Hungary (Eastern Europe) South Africa (Middle East and Africa) Canada (North America) Brazil (South America) Malaysia (Southeast Asia) India (South Asia) Russia (Eastern Europe) Czech Republic (Eastern Europe) China (East Asia) Mexico (Central America) U.K. (Western Europe) Poland (Eastern Europe) Singapore (Southeast Asia) China (East Asia) India (South Asia) Mexico (Eastern Europe) Romania (Eastern Europe) Brazil (South America) Ghana (Middle East and Africa) Russia (Eastern Europe) China (East Asia) Mexico (Central America) Slovakia (Eastern Europe)

City 50 51 52 53 54 55 56 57 58 59 60 61 62

Country (Region)

Montevideo Uruguay (South America) Soﬁa Bulgaria (Eastern Europe) Tallinn Estonia (Eastern Europe) Halifax Canada (North America) Ljubljana Slovenia (Eastern Europe) Casablanca (Dar-el-Beida) Morocco (Middle East and Africa) Kyiv Ukraine (Eastern Europe) Alexandria Egypt (Middle East and Africa) Bhubaneswar India (South Asia) Glasgow City U.K. (Western Europe) Istanbul Turkey (Middle East and Africa) Cork Ireland (Western Europe) Jakarta Indonesia (Southeast Asia)

Aspiring 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95

Nizhniy Novgorod Bogotá San Juan Lima Thiruvananthapuram Medellin Davao City Xi’an Córdoba Ahmedabad Cape Town

Russia (Eastern Europe) Colombia (South America) Puerto Rico (Central America) Peru (South America) India (South Asia) Colombia (South America) Philippines (Southeast Asia) China (East Asia) Argentina (South America) India (South Asia)

South Africa (Middle East and Africa) Taipei Taiwan (East Asia) Recife Brazil (South America) San Antonio, Texas U.S.A. (North America) Bangkok Thailand (Southeast Asia) Leeds U.K. (Western Europe) Penang Malaysia (Southeast Asia) Seoul South Korea (East Asia) Perth Australia (Australian) Bucaramanga Colombia (South America) Asunción Paraguay (South America) Wroclaw Poland (Eastern Europe) Amman Jordan (Middle East and Africa) Birmingham, Alabama U.S.A. (North America) St. Louis, Missouri U.S.A. (North America) Santa Rosa, Laguna (or Metro Laguna) Philippines (Southeast Asia) Valparaíso Chile (South America) Port Louis Mauritius (Middle East and Africa) Mysore India (South Asia) Indianapolis, Indiana U.S.A. (North America) Dubai UAE (Middle East and Africa) Oklahoma City, Oklahoma U.S.A. (North America) Belgrade Serbia (Eastern Europe)

City

Country (Region)

96 Campinas 97 Novosibirsk 98 Iloilo City 99 Tunis 100 Bacolod City

Brazil (South America) Russia (Eastern Europe) Philippines (Southeast Asia) Tunisia (Middle East and Africa) Philippines (Southeast Asia)

Source: Gobal Services and Tholons, May 2011

BPOs and SSCs

Many companies that decide to implement an SSC want to reduce costs. Therefore one of the most important criteria for selecting the SSC location is the level of labour costs. Asia-Pacific is consequently the region with the highest growth rates regarding new SSCs. SSCs in Asia-Pacific together with SSCs in CEE - show the highest reduction rates with regard to operating costs. When it comes to quality improvements and process standardization, however, western Europe and CEE show better results compared to the other regions. These cen-

Kraków has risen to Number 1 in a ranking of the top 50 “emerging” global outsourcing cities in 2010. In the annual ranking, produced jointly by outsourcing consultancies Global Services and Tholons, Kraków has moved up from 4th place last year and from 5th in 2008. Prague is the next best placed city in CEE in 12th place, with Warsaw the only other Polish city in the top 50. As the top placed emerging city, Kraków’s next challenge is to break into the top 10 “established” cities ranking, dominated by cities in India and the Philipinnes. Andrew Hallam, General Secretary of ASPIRE association based in Krakow commented: “This ranking dispels the notion that Kraków is overheated. It is quite the reverse. The increasing maturity of the market and the burgeoning ecosystem which supports the continuing development of the sector mean that Kraków goes from strength to strength. 31 languages are now served from Kraków and higher value processes are migrating here as a result of the developing capability in the market, the growing pool of outsourcing professionals – those that have gained their experience in Kraków and those from outside the city attracted by what the industry in Kraków has to offer – and equally young people coming out of the universities, who are increasingly attuned to the needs of the market.”

OutsourcingPoland

CEE trumps Asia-Paciﬁc on quality

Manager’s Profile

OutsourcingPoland

BPOs and SSCs

Shell Polska Piotr Dziwok Country Chair Shell Polska, General Manager Shell Business Service Center Kraków piotr.dziwok@shell.com Operations in Poland The Krakow Shell Business Service Center has played a key role in the Shell Finance Functional Plan by providing standardised, high quality and efficient services, advice and expertise for more than 100 Shell entitites based in 42 different countries. The Shell Business Service Centre supports mainly Shell businesses in Europe, Latin America and in the Middle East with Finance Operations, HR Services, Customer Services and Contracting & Procurement. Besides that the centre has developed and now combines key competences in process design, continuous improvement, project management and Internal Audit. The centre employs about 1,500 people and is the biggest captive Center in Krakow. Advice about setting up: Poland, and more particularly Krakow, combines many assets to welcome SSC/BPOs: a large high educated workforce, a financially attractive work place, a politically and economically stable environment and a geographical proximity with most of the supported countries. Employee issues: We employ highly educated staff (95% university degree) with a strong focus on foreign languages skills. Our people are our best asset to move the Center from a transactional model to a Center of Excellence within Shell network. We develop the soft skills and the professional competences of our staff to deliver world-class process performance. We favor diversity and inclusiveness (about 8% of the staff are not Polish natives). Goal-oriented, striving for professional expertise, efficient performers and team oriented players are the preferred required profiles. We offer to our staff competitive salary and perks (e.g. private medical care

Franklin Templeton Investment

Krzysztof Bronisz VP Operations, Franklin Templeton, Poznań krzysztof_bronisz@op.pl

and life insurance), multisport cards, sports and recreation benefits (e.g after hours integration program). Positive suprises and critiques of operating in Poland, and cost savings, efficiencies: The growing partnership between SSC/BPOs and universities enables firms to develop op-

portunities and ensure sustainable future for the industry. Poland’s, and more particularly Kraków’s. main strengths remain the skilled graduate workforce (mainly language capabilities), as well as the proximity to the European businesses, and the stable social, political and economic environment (Poland’s membership in the EU has been a plus).

Operations in Poland SSC of global investment operations of Franklin Templeton Investment, US-based fund management company. The main scope of our operations covers:Global Customer Operations, Investment Accounting, Global Investment Operations Management, Corporate Accounting, Sales and Marketing Support, Risk Assesment, Treasury, Cost Control, Technology. Advice about setting up: The most crucial at the very begining of your project is to ﬁnd right balance of people who

are expats but also people familiar with local insight and sensitive for cultural differencies. Be honest with your emplooyees and set up expectations in the right way on the right level. Employee issues: We have not got employee-related isues, maybe one - but it was rather a challenge “manage their ambitions”. Positive suprises and critiques of operating in Poland, and cost savings, efficiencies: Very short learning curve, open-minded people, generating additional value to the business.

Legal

Employee Monitoring In BPO/SSC Sector

Monitoring Business E-mails The purpose of this form of monitoring may be not only to control the performance of BPO/SSC employees but also to ensure the employer access to the employees’ correspondence in the event of their absence from work/termination of employment/emergencies. The monitoring of e-mails is currently widely perceived as acceptable, but it may potentially cause a risk of violating the employees’ right to privacy and confidentiality of correspondence. The use of transparent and

Magdalena Walenczak, attorney-at-law

Marek Maciej Wiewiórski, attorney-at-law

unambiguous rules, communicated to the employees, mitigates such risks. First of all, the internal labour regulations should specify the principles of use of company e-mail boxes and stipulate the possibility of monitoring and intercepting messages sent from/to the e-mail box within the employer’s domain. An employer who has implemented relevant regulations in that respect is not, however, relieved of the obligation to respect the employee’s personal rights. In particular, if the monitoring of business e-mails results in gaining access to the employee’s private correspondence, the employer has no right to read its content; sometimes even the subject of an e-mail suggest that the message is private and should not be opened.

agreed that such ‘private’ use will be limited only to some specified purposes e.g. learning.

Monitoring Visited Websites and the Content of Hard Disks This type of monitoring may serve to control the use of working time by centre employees and secure the employer against employees’ attempts to store on hard disks content or software that might pose a threat to the employer’s interests. Similarly to the type of monitoring presented earlier, this kind of supervision may violate the employee’s right to privacy. Therefore, such matters should be clearly regulated by the internal policies on the use of the employer’s IT resources. The majority of centres issue Web privacy policies setting out detailed rules in that respect. This type of supervision, in particular including visited websites, becomes more complicated if the employees are entitled to use the employer’s computer equipment for private use. Then the risk of violating the employees’ right to privacy is quite significant, unless it is

continued on page 12

Supervising and Recording Employees’ Business Phone Calls In call centres, the monitoring (and recording) of the employees’ business phone calls is commonly used to check performance or for training and complaint investigation purposes. More and more often, however, calls are recorded also in other BPO/SSC organisations. This type of monitoring may potentially violate the employees’ right to privacy or dignity. Therefore, employees should be warned that their business calls may be listened to or recorded. Employees’ dignity could be violated e.g. by using the recordings of incorrectly held conver-

Wiewiórski Law Firm specialises in providing comprehensive legal services to the outsourcing & offshoring sector including BPO/SSC/R&D/CoE. Its Clients include 3 of the largest centres operating in Wrocław, with a total headcount of over 3,000 people. Wiewiórski provides legal advisory services in all areas relevant to the sector such as labour law, personal data protection, state aid, contracts (also those relating to office space) and corporate matters. In any matters relating to legal advice for the service sector please contact Marek Maciej Wiewiórski – Managing Partner at kancelaria@wiewiorski.pl

OutsourcingPoland

On the one hand, the use of some forms of employee monitoring is inevitable; on the other hand, employers usually have fears – often justified – that such supervision may be unlawful. In fact, inappropriate supervision of employees may lead to the infringement of such personal rights of the employees as dignity, privacy, confidentiality of correspondence or image. An employer violating such rights must be prepared to assume e.g. liability for damages. As a rule monitoring also leads to the collection of personal data of the employees and sometimes also other people - which, in turn, necessitates adherence to personal data protection laws, including the application of proper systems securing the collected data and sometimes registration of the datasets. Due to specific Polish requirements, direct application of the international policies developed on the corporate headquarters level is not normally sufficient. How to avoid legal risks, then? Monitoring should comply with several conditions. First of all, the employees must be fully informed of the forms and scope of monitoring – covert monitoring is forbidden as a rule. Monitoring should also be justified and the measures taken should be adequate to the intended purpose of supervision. Finally, monitoring may not take forms contrary to the law or so called principles of community life. Employee monitoring may take various forms depending on the purpose it is to serve. Below, we describe some of them used in the BPO/SSC sector.

BPOs and SSCs

The monitoring of BPO/SSC sector employees at the workplace raises a number of doubts due to the lack of comprehensive legal regulation in Poland.

ww.wiewiorski.pl

Legal/Manager’s Profile Employee Monitoring In BPO/SSC Sector

call centre. In the latter case an issue of employer access to private calls may also arise.

sations for employee training purposes. During such training, the employer should avoid disclosing the identity of the employees who have made mistakes or otherwise improperly performed their work. A particular risk, however, arises from the participation of the employee’s interlocutor from outside the centre in the monitoring process. Personal rights of such an interlocutor must also be protected – it is unacceptable to record a phone call without the recorded person being aware of that fact. Therefore, people calling a call centre should hear a message notifying them that their conversation may be recorded. The use of such a message is, however, difficult, and sometimes impossible, in the case of outbound calls or calls of employees other than those working in the

Video Recording The acceptability of installing cameras for permanent use at the workplace is debatable. In the case of BPO/SSC sector providing a legally justified purpose of permanent employee monitoring may be difficult; it is much easier for production plants where it can be justified by occupational health and safety, risk of theft of the employer’s assets, the need to improve the production process, etc. In our view, however, in the case of BPO/SSC organisations occasional monitoring may be justified, e.g. if a crime is suspected or in other exceptional circumstances. Video recording may violate the right to privacy or image protection. Therefore, above all, it should be open – the employees must know where the cameras are located. Only in exceptional circumstances, e.g. to find a perpetrator

OutsourcingPoland

BPOs and SSCs

continued from page 11

PMI Service Center Europe Sp. z o.o.

Nicklas Blomqvist Director Finance and President of the Board PMI SCE, Kraków Nicklas.Blomqvist@pmi.com Operations in Poland PMI Service Center Europe Sp. z o.o. (PMI SCE) was established in Krakow in late 2005, offering centralized Finance, HR and IS services. The company employs approximately 900 people in Krakow providing support for approximately 25,000 employees in PMI affiliates across 52 countries with focus on EU markets. Advice about setting up: Philip Morris International Inc. (PMI) analyzed a number of locations when looking for a site for the center. Selection of the location was considered of primary importance for the success of the Shared Service Center implementation project. The company selected Krakow because of availability of highly-motivated and well-educated staff with a good command of foreign languages as well as an appropriate infrastructure. Also, the fact that PM Polska has its premises in Kraków was a significant advantage. One of the city’s assets is its favorable location and communication with accessibility via the second largest airport in Poland. Employee issues: “Competence and engagement - our staff is our strongest asset. Despite relatively young profile - with average age below 30 - our people are mastering control over processes, stan-

of a crime, may the employer temporarily install a hidden camera. However, great caution must be exercised in such a case. It should be remembered that video recording should absolutely not take place in rooms where the employee has the right to expect privacy, such as toilets, kitchens, canteen. Managers of BPO/SSC organisations should not be afraid to monitor employees at the workplace as long as they follow the rules presented above, introduce relevant internal regulations and take measures required by personal data protection laws. Our experience shows, however, that employee monitoring often leads to ambiguous situations that require individual approach respecting the law and the interests of both parties – the employer and the employee. As these are usually divergent interests, conflicts may arise and it is best to prepare for them in advance – by drawing up relevant documents and developing policies adapted n to specific Polish legal requirements.

dardizing and improving the quality of services by building a winning and agile organization. They want to make the best use of existing technologies and deploy new IT systems. Our employees represent high educational level with over 90% university graduates. We have 25 different nationalities speaking 20+ foreign languages including relatively rare ones like Greek and Turkish. Process requiring a closer look might be on individuals who are promoted to a peoplemanagement position for the first time. We apply a set of on-the-job and off-the-job trainings combined with a coaching strategy to ensure our young supervisors/ leaders/ managers are quickly reaching a high level of managerial skills established as standards in our company.” Positive suprises and critiques of operating in Poland, and cost savings, efficiencies: Employer costs arbitrage accompanied by efficiency gained from processes standardization, continuous improvements, strictly controlled environment and high quality are five strong arguments for opening a service center in Poland. Another attribute of the region is well educated and engaged staff with ambitions to deliver world class services. Consistent trend in universities graduates over recent years, jas proved that the Małopolska region has an excellent and stable recruitment base. PMI SCE also benefits from good cooperation with other SSC’s/BPO’s located mainly in the south of Poland thanks to being member of the ASPIRE SSC/BPO association.

Kuba Więcaszek CEO Accounting Plaza Central Europe, Kraków Kuba.Wiecaszek@accounting-plaza.com Operations in Poland Accounting Plaza is a BPO company with centres located in the Netherlands, Poland, the Czech Republic and the Ukraine. The Polish office was established in Kraków in 2005. It employs 350 specialists providing high-quality transactional as well as financial and accounting services to international clients. The range of services includes streams such as Procure-toPay, Order-to-Cash, Record-to-Report, Management Reporting and Business Analytics as well as financial controlling and data management. Our transformational approach to outsourcing enables clients to achieve their strategic goals. Advice about setting up: The biggest advantage of setting up a business in Poland and especially in Kraków is the availability of a highly skilled and educated workforce with the ability to handle advanced high-end accounting processes. Employees are generally very motivated with above average levels of commitment and engagement. This inner drive to achieve high standards is a unique feature of the young Polish generation and a factor crucial to achieving great results. It must be remembered however, that while

Geoban Poland

Raimo Kesti General Manager - Geoban Poland, Wroclaw, Gdynia rkesti@geoban.es Operations in Poland Geoban is a Santander Group company specializing in banking operations. Geoban Poland, with

you train your employees to develop their professional skills, you also need to place special emphasis on personal development encouraging self-confidence and raising self-esteem. Employee issues: Our employees are highly educated specialists with many years of experience in finance and accounting. They are provided with all sorts of training to strengthen their professional skills, especially the “soft skills”, including the leadership competences of our managers. A conscious effort is also made to promote pro-activeness in customer service as well as to build client intimacy. Over the last few years we have achieved an optimal level of staff rotation and we have observed an increasing display of commitment and loyalty among our employees. Positive suprises and critiques of operating in Poland, and cost savings, efficiencies: The two leading positive aspects of operating a business in Poland are definitely the enormous potential provided by the highly motivated, skilled and eager workforce coupled with a guaranteed labour

its centers in Gdynia and Wroclaw, plays an increasingly important role in the global service delivery network of Geoban. Advice about setting up: “VAT groups do not exist (are not possible), and taking advantage of European Economic Interest Groups in Poland is not a straightforward matter either. Paiz (paiz.gov.pl) and local offices that support FDI can be very useful for companies new to Poland - definitely worth contacting them to better understand everything from setting up a legal entity to staffing and office market situation (and possible economic incentives). Employee issues: Skilled & talented resources are available, but be prepared to invest in developing your management team, to turn all the potential into real capabilities. Positive suprises and critiques of operating in Poland, and cost savings, efficiencies: Office space is available and of high quality, but can come at a high cost. I bet reasonable class B office space at a competitive cost would be a hit.

arbitrage. The city’s expansion of the stock of modern office space is also an advantage that cannot be ignored.

Coloplast

Allan Kjer Director, Szczecin dkalk@coloplast.com Operations in Poland Finance Shared Service. Full transactional accounting process for all Coloplast subsidiaries in Europe including parent company accounting department. Processes include AP, AR and General Ledger Employee issues: If you want the employees to take real ownership of the tasks you have to guide and support them - it is not natural for Polish employees to take full responsibility and work without written guidelines. This is learning by doing.

OutsourcingPoland

Accounting Plaza – BPO centre

BPOs and SSCs

Manager’s Profile

OutsourcingPoland

BPOs and SSCs

Teofilów

Teofilów Business Park is an office complex that is being built in Lodz, one of the main cities in Poland. Lodz occupies third place in Poland with regard to the number of residents and constitutes an important academic centre. Teofilów Business Park will consist of four 9-floor B+ class buildings. The first office building marked “C” is under construction and it is expected that the occupancy permit is going to be obtained in the third quarter of 2011. The area surrounding the building (the driveways, pavements, plantings and small constructions) will be also developed. A parking lot of 126 spaces will be located on two underground levels. The ground floor will be designated for services and the upper floors will constitute an office space.

Main entries to all buildings will be situated on the courtyard. The tartan surface of the courtyard perfectly blends with the whole project and emphasizes its novelty. Communication and installation shaft surrounded by system of halls will be located in the centre of each of four buildings. The shaft will consist of four lifts, evacuation staircases, installation lines, rest rooms and kitchens for tenants use only. PBT fulfills well the requirements of BPO / SSC sectors, as it provides such facilities, like an increased floor load capacity (on the last but one floor) dedicated for server rooms as well as two independent sources of electrical energy, and power emergency generator, which will ensure constant supply of power. Total area of building “C”: Underground area – 4 996 sqm Ground floor – 10 566.7 sqm

Fit-out and technical description of the building “C”: Energy-saving and noiseless chilled beams; High (3.2 m) and representative offices without suspended ceiling in the office area; Raised floors (15 cm), electronic and telephone cabling; Openable windows; Secure building environment incorporating card access, intruder alarms and CCTV; 4 lifts and 2 staircases; BMS – building administration system; Fully equipped kitchens and toilets; Services on the ground floor; Full access for disabled people; Carpet; 2 independent sources of power plus power emergency generator Fire detection and suppression equipment in server rooms if required.

w Business Park

Łukasz Maciak, MRICS Commercial Investment Director BZ WBK TFI S.A.

Teofilow Business Park is owned by BZ WBK TFI S.A. BZ WBK TFI S.A. (“BZ WBK Investment Fund Company”) entered the property market with the debut of Arka BZ WBK Property Market Fund that has been in operation since the second half of 2004. The second real estate fund – Arka BZ WBK Property Market Fund 2 is currently in the property portfolio-building phase. On April 29, 2011 net assets value reached PLN 245,3 million. The Fund controls properties of the total value exceeding PLN 470 million and its portfolio comprises 2 office properties, 3 retail projects and an apartment building. Teofilow Business Park is an office complex developed within the Arka BZ WBK Property Market Fund 2.

What tenants pay attention when choosing a headquarters for company? Availability of modern office space, meeting a number of technical requirements (wiring, air conditioning, a suitable amount of space, lighting, social rooms, load floors) is a very important aspect for the development of BPO companies. Companies employing many workers prefer open space offices where more than 100 employees may cooperate on 1,000 square meters. It allows greater interaction between

Recently tenants pay more attention to the comfort of their future employees, eg. in terms of natural and artificial lightning. Direct access to natural light and openable windows become more desirable. Furthermore, it is eligible to provide kitchens and places to relax in offices for employees. How developers adapt to the needs of outsourcing? When planning new investments developers must take into consideration a discernible trend. New investment are adapted to the requirements of various sectors at the design stage. Teofilów Business Park in Lodz is a complex suited to the needs of BPO companies. It provides such facilities, like an increased floor load capacity (from 2.5 kN/sqm up to 8.0 kN/sqm in the technical rooms on the last but one floor) dedicated for server rooms as well as two independent sources of electrical energy, power emergency generator as a building standard and uninterruptable power supply (UPS) systems on -2 level if required.

BPOs and SSCs

different departments and business units and maximizing the effectiveness of work processes.

OutsourcingPoland

What are the determinants of choosing office space for outsourcing companies? Significant factors affecting the location for outsourcing companies is lower costs and the possibility of increasing the office space along with the company development. With acquiring new customers BPO companies need within relatively short time hire dozens of employees. Flexibility of business parks offers the possibility of expansion of office space which is a major magnet for customers from the outsourcing sector. A flexible lease structure for tenants is also standard in this type of locations. Business expects increasing or reducing rental space as its needs change.

Manager’s Profile

OutsourcingPoland

BPOs and SSCs

Procter & Gamble, Global Business Services

Janusz Dziurzynski Director, Warsaw dziurzynski.j@pg.com Operations in Poland 15 years ago P&G decided to invest in a small regional Shared Service Center in Poland. Today the Center employs 350 high-skilled professionals, serving over 40.000 P&G users and clients globally, developing and supporting over 50 business-critical global applications. P&G’s Global Business Services organization in Poland has a successful record track of delivering top results in Supply Chain Solutions, Reporting, Business Intelligence, Interactive Marketing, e-Commerce, Global Refererence Data, Data Warehousing, Sytems Development, Project Management, Service Management and Delivery. P&G GBS actively works with multiple strategic vendors both in Poland and globally serving as single point of contact for governance. Over the years we have consistently elevated complexity and value of delivered services, brining more and more higher-order jobs to Poland, continuously improving service levels,producing savings and productivity improvements measures in millions of dollars. Two years ago P&G GBS Poland was proclaimed a strategic global location. Advice about setting up: Start strong, leveraging locals with relevant experience. Pick few, but strong players. Leverage PAIIZ (Polish Information And Foreign Investment Agency). Consult ABSL (Association of Business Service Leaders) Don’t hesitate and take the risk. It pays-out in signiﬁcant majority of cases. Think long term, think strategically. You are not entering a cheap location, but a strategic lo-

Call Center Poland Katarzyna Swatowska Director of Marketing and PR, Call Center Poland, Warsaw k.swatowska@ccp.com.pl Operations in Poland Call Center Poland is a long established leading BPO company providing high quality support to customer service and sales departments across all business sectors, including B-to-B and B-toC sectors. Languages used include English, German, French, Spanish, Italian, Russian, and Czech. Our technology allows us to offer both inbound and outbound services. Advice about setting up: 1) Call center services are above all about people, so one must study the labor market

cation, hence play-out your plan 5 or 10 years out and see the growth, scale and think of higher order work you want to bring here. Consider high proﬁle Shared Service Center or Knowledge Process Outsourcing vs. basic repetitive tasks (low-end of BPO). Think value vs. cost saving. Think of leveraging Poland as your governance and single point of contact place to coordinate other outsourcing locations. Employee issues: “High level and standard of education. Technicians aspiring to manager levels. Managers aspiring to executive levels. Extremely high technical mastery. Getting a top-skilled IT person is very easy, getting a top-notch, rounded manager takes time. Straight-forward, direct communication is the norm. Don’t be surprised with selfconﬁdence, which is rooted in deep knowledge and pride rather than in arrogance. Great spirit and continuous striving for perfection and personal growth. Deep respect to hierarchy, rooted deep in history. Relatively high

loyalty, people won’t quit you for slightly higher salary. Strong meritocracy culture allowing to quickly promote best performers and reduce low-performers without too much hassle. High attention to beneﬁts, true care for people makes a huge difference. Positive suprises and critiques of operating in Poland, and cost savings, efficiencies: No news is good news. People won’t brag about their results or achievements, they will assume delivering them is a norm. Initially encouraged, people will come with tons of creativity and ideas. Finding better ways of doing things is in people’s DNA, but you should not expect it to come without initial prompting. Very hardworking and ambitious environment, giving its best performance in a very natural way. While establishing your operations be ready to give clear directions and expectations. The clearer, the better. Over time local leaders will pick-up leadership skills, trigger innovation and strategic thinking, but don’t expect it as of day 1.

and establish operations in a location attractive to workers, with low costs to the workers. 2) Find the best salespeople on the market (can often be difficult for new entrants to attract) Employee issues: Depends on the project - specialist training required for certain areas. Positive suprises and critiques of operating in Poland, and cost savings, efficiencies: Positives: Lots of young, well-educated people on the market; Poland is a stable and safe location in CEE; cultural affinity. Negatives: legal regulations (particularly tax) change often; too high social costs added to employee costs; labor-law regulations not conducive to parttime work.

Manager’s Profile

OutsourcingPoland

BPOs and SSCs

Capgemini Polska

Marek Grodziński Head of BPO Centre, Member of the Board of Directors Capgemini Polska, Kraków Operations in Poland Capgemini is likely the biggest ﬁrm in the business process sector in Poland with over 4,000 employees working in various business units. BPO (2,200 people) is located in Krakow and Katowice and serves a portfolio of 20 global clients in the area of Finance & Accounting, Procurement, Customer Operations Management and Financial Services. ITO (1,500 employees) also operates from Katowice and Krakow and focuses on Infrastructure Services, End User Computing and ITIL Process Management for international clients. Almost 400 engineers in Wroclaw work in the Software Solution Centre developing applications for big German corporations. Advice about setting up: When you decide to open a centre in Poland a key to success lies in right resourcing of important positions. Do not over/underestimate the significance of your brand, while attracting talent. Invest in recruitment upfront - it pays off quickly. Have local advisers who will help you to navigate on the Polish market. And sign up for an ABSL membership, it will give you an immediate access to market leaders and practitioners. Employee issues: An availability of foreign language skills (particularly on a voice level) is becoming an issue on the market. Not only firms from the sector, but most international players are looking for a similar skillset, and there is a gap between supply and demand of qualified candidates. Positive suprises and critiques of operating in Poland, and cost savings, efficiencies: Polish employees are fantastic in delivering great services to clients and transforming their

Arla Foods

Arne Sørensen Director, member of ABSL Poland, Gdańsk arne.sorensen@arlafoods.com

processes. All our surveys show that our team members feel personally responsible for their client’s success. In return we receive a very positive feedback about our performance and the

quality of staff from customers. What requires an improvement in Poland is an investment incentive system, which is unclear and very cumbersome in terms of administration.

Operations in Poland Arla Global Financial Service Centre’s 120 employees in Gdansk provide ﬁnancial and administrative services for the scandinavian dairy company Arla Foods. Employee issues: We have the need for speakers of Scandinavian languages, which are available in TriCity due to the fact that the local university has a Scandinavian faculty. Advice about setting up: Go for a tier 2 city with an University able to deliver a large scale of potential candidates for

your business. This gives you the possibility of being the ﬁrst mover and avoids overheated competition for employees between the local SSC / BPO centres. Positive suprises and critiques of operating in Poland, and cost savings, efficiencies: The high level of education and skills among employees is very positive. On the other hand it is rather time-consuming to control the high ambitions and expectations of a very young staff. It can be rather hard to secure diversity in age and experience within your staff.

Wiktor Doktór General Manager, Łódź wiktor.doktor@southwestern.ie

Operations in Poland SouthWestern, an Irish company (Cork) is a market leader in the provision of BPO services, and employs globally over 550 people specializing in F&A and CRM (both call and contact centers) services. Our customers are from both public and private sector. In Poland SouthWestern operates in Lodz, dealing with clients from all over the world. SouthWestern is also accredited by CCA (Customer Care Association). Processes are implemented with usage of FASTER approach, which is based on SIX SIGMA methodology. SouthWestern is a member of Business Centre Club and in March 2010 was honored with the European Medal for BPO Services. Also in May 2011 SouthWestern received The Title of Ambassador of Polish Economy in the category of Partner to the Foreign Companies. Advice about setting up: It is very important to understand the local environment and have local expertise as conditions as well as possibilities are different in each region or city in Poland. While setting up it’s worth to use local support in such areas like law, tax and accounting, IT, and real estate. There are a number of local and international companies specialized in those processes and their support is more than appreciated in the beginning of operations. As the Polish market has become at-

tractive for foreign investors, building PR from the very early stage would be needed as well. This will have positive impact on recruitment and brand awareness as well. Employee issues: In Lodz each year there are over 24.000 students who complete studies, which makes this city attractive from the perspective of getting talented young employees. Although there may be some issues in finding employees who use less popular languages, for example Scandinavian languages. Polish Labor Law includes a number of definitions which need to be well managed, so either co-operation with experienced HR Agency or employment of experienced HR Specialist/ Manager is recommended. Positive suprises and critiques of operating in Poland, and cost savings, efficiencies: POSITIVE: deﬁnitely Polish people are fast learners and are hungry for knowledge, they keep on looking for further development of skills and are not afraid of running complex and challenging tasks. Other positive factor is that there are still available high quality office areas, also the telco and IT infrastructure is well developed. NEGATIVE: bureaucracy, complicated and not ﬂexible labor law and low level of incentive programs.

topped with good language skills. This positions them uniquely against colleagues from other countries in Central and Eastern Europe. Young Poles are also eager to grow and gain new experiences. Keep in mind that Poles enjoy stability and are careful with change. This means they will prefer a stable

work agreement rather than a short-term contract. They will also prefer to work relatively close to home, rather than relocating to a different region of the country. However, if you present them with the right mix of opportunities to grow and benefits, you will gain loyal partners who will contribute to your business. Advice about setting up: Make sure you start the project with a right balance of your global practices and local experience. Hire local managers, who will help you understand differences between Polish employees and clients and those in your home location. Find right partners, who will quickly help you get off the ground with building the local legal and operational frameworks. Positive suprises and critiques of operating in Poland, and cost savings, efficiencies: Poland offers opportunities that you can leverage to grow your business in Poland (EU grants, Special Economic Zones). If you find a right partner, taking advantage of one of them should be relatively easy. On the down side, Polish bureaucracy may consume a lot of your resources. Be prepared that some tasks that might be easy in your home location may take much more time in Poland.

Luxoft Przemysław Berendt Managing Director Poland/Global Marketing VP, Luxoft, Kraków pberendt@luxoft.com Operations in Poland Luxoft, a member of the IBS Group, is an emerging global leader in high-end software application development. It offers global delivery capability through its network of stateof-the-art delivery centers in North America, Central & Eastern Europe, and Asia. Luxoft customers benefit from the right mix of technology skills, industry knowledge, best-ofbreed processes and methodologies, and a choice of engagement models. The company opened its first Polish development center in October 2010. The center in Krakow provides software development, and technical support services to clients from investment banking, travel and transport industries. With rapidly growing head count, projects developed on cutting edge technologies and methodologies, Luxoft Poland attracts best-in-class engineering talent from Poland and abroad. Employee issues: Polish employees possess a high grade of technical skills and academic knowledge,

OutsourcingPoland

SouthWestern

BPOs and SSCs

Manager’s Profile

BPOs and SSCs

Outsourcing, BPO and Shared Services C

Bydgoszcz: Gdańsk: Gdynia: Szczecin: Alcatel–Lucent Poczta Polska Sony Pictures Global Business Services Acxiom arvato Bertelsmann Astaro Contact Center Arla Foods BEST BL Stream Atos Origin CTDP Arla Global Fin Geoban S.A. Coloplast Shared Services Bank BPH FPA Group Asseco Nordea Bank Poland Sopot: Contact Center. Bank Pocztowy JP Morgan Chase Bank BPH/GE Speednet Gamelion Goyello JP Morgan Poland Compuware Thomson Reuters GaveKal Sunrise System Contact Center Object Connect Teleplan Poland Fineos Sonion Toruń: First Data Stream Global Services Itella Information First Data Glob Tieto Poland Mierzyno: General Electric TietoEnator Geoban Unicredit Business Partner Calling Poland Unizeto Sonion Konin: Prusz Poznań: TP arvato services Humax arvato services Poland Lorenz Snack-World Services Tc BRIDGESTONE EBS Magellan Software Poland Piła: Con Business Consulting Center MAN Accounting Center Carlsberg Accounting Service Center McKinsey&Company Phillips Ciber Mentor Graphics Contact Center Microsoft Dalkia Services Open Text, IT Competence Center Deloitte BPO Randstad Payroll Solutions Duni European Roche, IT Service Centre External Services Sii IT outsourcing Franklin Templeton Starter Truck Services GlaxoSmithKline Global IT Centre Telcordia Technologies Grant Thornton Frąckowiak Unilever Grupa BCC External Services W.R.Grace Holicon Contact Center Wikia IKEA Shared Services Zielona Góra: Itella Information Kennametal Center Services ABD Kleffmann Łódź: ABB DHL Express Randstad Payroll Solutions Accenture Dimar Rule Financial ACS Solutions Poland Ericpol Telecom SAP AMG.net Fujitsu Technology Solution SouthWestern BPS Poland Atos Origin GE Power Controls Teleca Bank Pekao IBM T-Mobile BNP Paribas Fujitsu Indesit TomTom BSH Infosys BPO TP BSS INTERsoft Transition Technologies Cardif Services LSI Unicredito CERI MacoLab Virtual Viewing Ceri (BRE Bank) Mbank&Mulitbank Warta Insurance Group Citi Handlowy Mobica Xerox CitiFinancial Nordea Comarch Philips Contact Center Polkomtel PTC Opole: Wrocław: DHL Express Gliwice: Call Center Inter Galactica Ista Shared Services Capgemini Opera Software PZU SA Credit Suisse PNC (PFPC) Pregis R.N.G. Central Europe BPO QAD Vattenfall Business Services Diehl Controls Randstad Payroll Solutions Katowice: Ernst&Young Remy International 4EverNET Ernst&Young Unilever Fagor Mastercook Ruukki ArcelorMittal Grant Thornton Int’l UPC Geoban Santander Consumer Bank Archidoc ING Poland Vattenfall Global e-Business Operations (HP) Siemens AG Arinso People Services IT4Q Warta [Alarm Centre Warta] Google Tieto Poland Asseco Poland Kroll Background Screening Wipro IBM UPS Bielsko-Biała: Asseco Systems Kroll Ontrack Irevna Volvo Avio Bombardier Mentor Graphics KPIT Cummins Wabco Cz Centrum Finansowo-Księgowe Żywiec Capgemini BPO Neubloc McKinsey&Company Whirlpool Cooper Standard Capgemini ITO Northgate Arinso Poland TRW Microsoft Wipro Fiat Tarnowskie Góry: Comarch PricewaterhouseCoopers Mphasis Dąb Contact Center Proximetry Poland Networks Sitel Contact Centre Rockwell Automation Alba Nokia Siemens Networks Sosnowiec: CYCLAD Poland Steria Arcelo Deloitte BPO Tenneco DHL L Contact Center Display Link Timken Wipro ENIRO Poland TP

Szczecin

Mierzyno Gdynia Sopot Gdańsk Pruszcz Gd.

Piła

Elb Tczew

Toruń Bydgoszcz

Konin WA Zielona Góra Grój Łódź Rawa Mazowi Wrocław Opole Częstocho

OutsourcingPoland

Poznań

Tarnowskie G Dą Sosnowiec K Katowice Bielsko-Biała M

Pruszcz Gdańsk: Humax Tczew: Contact Center

Elbląg zew Olsztyn

Ciechanów: Contact Center LG Electronix

Kętrzyn

Toruń zcz Ciechanów

onin WARSAW Grójec

Białystok

zowiecka Lublin tochowa Kielce kie Góry Dąbrowa Górnicza Kraków Rzeszów Myślenice Krosno

Myślenice: Cooper-Standard Częstochowa: TRW European Shared Services Center Dąbrowa Górnicza: Alba Arcelor Mittall Shared Service Centre Europe DHL Logistic Wipro

Krosno: Contact Center

2011

Warszawa: Dimar MKS 7N Direct Communication Mobica ABG Dynamic Generation Océ Poland ABN Amro Epicor Software Opera Software Accenture Ericsson Oracle Poland Acxiom Esselte OSG Records Management ADP Poland Euronet Worldwide Outsource Center Poland Aegon Exact Software Poland P4 PlayMobile ARPI & Partners First Data (PolCard) PayrollCenter Arteria FPA Group Pharmaceutical Research Associates Arvato Services Gemius PLL LOT arvato services General Electric Procter&Gamble AstraZeneca GlaxoSmithKline Progress Software Atemis Grant Thornton Frąckowiak Prokom Software Athenasoft Groupe Laser Provident Poland Autodesk Gtech (Lottomatica) PTC Avon Guest-Tek PTK Centertel Axel Springer Heuthes PZU Centrum Operacji Baker Tilly Poland Hewlett-Packard Qumak-Sekom BanCom Hogart Randstad Payroll Solutions Betacom Humax RBS Bonair IBM Renault BOŚ IBM Roche BSH IBM Rodan Systems SA Call Center Poland IFS Roedl Outsourcing Citi International S&T Services Poland Białystok: Citibank International IMPAQ. Intentia Sage Intrum Justitia Citigroup Inter Partner Assistance Samsung Electronics Poland C-Land Intergraph Europe SAS Institute Comarch Itella Information Schneider Electric Commercial Union Grójec: Signity Computer Associates Lawson Software Liberty Mutual Sii Compuware Faurecia Linea Directa Simple Comtica Lionbridge Sitel Contact Center Rawa Mazowiecka: ContactPoint M2 Net Softlab Trade SR Poland Contract Administration Macrologic Contact Center Sygnity CTM Teleperformance Matrix.pl Lublin: MCX Systems Symantec DHL Express Mellon Tchibo Diehl Controls CRH Żagiel Microsoft Teleperformance Genpact Kielce: MKJ Tieto Poland Inteligo-PKO BP Altar TNT Express Orange Costumer Service Call Center Inter Galactica Transcom PCM Contact Center Update CRM Kolporter INFO Vattenfall Teledirect Wapro Rzeszów: Warsaw software Group Webtel Carlson Wagonlit Travel ICN Polfa Rzeszów Orange Costumer Service Wipro ACP Pharma Pratt&Whitney Xeroxer Contact Center Sanoﬁ Aventis ContactPoint Hamilton Sundstrand Soft System Systemy Informatyczne Set(h) Kraków: ABB Comarch Hewitt Associates Sabre Holdings Accounting Plaza Communication Factory Hitachi Data Systems Selvita Affiliated Computer Services Contact Center HSBC Shell Shared Service Centre Poland AFS Deloitte BPO HTS-Comarch Software Mind Alexander Mann Solutions Delphi IBM Poland SSC Amer Sports Delta Vista Poland IFS State Street Corporation Amway Digitland Iloop Mobile Tesco Poland Apriso DreamLab Onet.pl Intelenet UBS Poland Service Centre AZSoft Electrolux International Paper UPM Kymmene Bayer Elettric 80 Lufthansa Airline Capgemini BPO Ericpol Telecom Lurgi Poland Capgemini ITO ESET Luxoft Capita Euroscript Poland Metrosoft Poland Capnor Poland Exult Motorola GSC CBB Call Center Flying Fish Philip Morris Int’l CGI Fortis Bank Pliva Cracow CH2M HILL FQS Poland PNO Consultants Chatham Financial Google Operations Centre Quorum International Clifford Thames HCL Poland RR Donnelley Europe

Lufthansa Systems Masterlease Meritum Bank Ncomputing Nordea Bank Poland Playsoft PZUs Olsztyn: City Group France Telecom Kętrzyn: Philips

SII Synopsys Transcom Willis Young Digital Planet Zensar Technologies

BPOs and SSCs

ańsk: om Goyello Foods HK Finance&Accounting Global Financial Service Centre IBM co Implix k BPH/GE Capital Intel Technology Poland puware Jeppesen by Boeing act Center Kainos os Elbląg: Data Data Global Services Alstom ral Electric Contact Center an

OutsourcingPoland

s Centers in Poland

BPO and SSC Companies in Poland

BPO and SSC Companies in Poland Bielsko-Biała

OutsourcingPoland

BPOs and SSCs

Avio b.d. Centrum Finansowo-Księgowe Żywiec Sp. z o.o. HQ of parent company: Poland Year started in Poland: 2007 Number of Employees: 140 Services provided: SSC - accounting, ﬁnance Management in Poland: Krzysztof Bula, krzysztof.bula@grupazywiec.pl, 33 826 22 01; Agnieszka Pluszcz-Bernat, agnieszka.pluszcz-bernat@grupazwyeic.pl, 33 826 22 01 Cooper Standard HQ of parent company: USA Number of Employees: 70 Services provided: SSC Fiat b.d.

Bydgoszcz Alcatel - Lucent Poland Sp. z o.o. HQ of parent company: USA / France Number of Employees: 700 Services provided: IT service desk, R&D Management in Poland: Andrzej Dulka - President of the Board Astaro b.d. Atos Origin IT Services Sp. z o.o. HQ of parent company: France Year started in Poland: 2008 Number of Employees: 200 Services provided: IT service desk Management in Poland: Dariusz Baran - President of the Board Bank BPH S.A. - Centrum Korporacyjne HQ of parent company: Poland Services provided: Financial services Bank Pocztowy S.A. - Centrum Operacyjne Sp. z o.o. HQ of parent company: Poland Services provided: Financial services Management in Poland: Robert Ratajczak - President of the Board Centrum Przetwarzania Dokumentów - Centralny Ośrodek Rozliczeniowy Poczty Polskiej HQ of parent company: Poland Services provided: Financial services Contact Center sp. z o.o. HQ of parent company: France Year started in Poland: 1999 Number of Employees: in Poland: 5915 Services provided: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overﬂow traffic, contact centre virtualisation Management in Poland: Zbigniew Biały – President of the Management Board CTDP Sp. z o.o. & Co. Sp. k. HQ of parent company: Poland Services provided: Call center Management in Poland: Krzysztof Sikora - Member of the Board Wojciech Sikora - Member of the Board FPA Group Sp. z o.o. HQ of parent company: Poland Year started in Poland: 2010 Number of Employees: 70 Services provided: Financial services Management in Poland: Radosław Osmólski - President of the Board JP Morgan Chase HQ of parent company: USA/France Services provided: Finance Management in Poland: VP. Emea Operations Hub Manager JP Morgan Poland Limited sp. z o.o. HQ of parent company: USA

Year started in Poland: 2008 Services provided: Financial services Management in Poland: Waldemar Jasiński - Vice President Sunrise System Sp. z o.o. HQ of parent company: Poland Year started in Poland: 2011 Number of Employees: Goal: 150 Services provided: IT Management in Poland: Janusz Bogaczyk - President of the Board Teleplan Poland Sp. z o.o. HQ of parent company: Holland Year started in Poland: 2010 Number of Employees: 300 Services provided: IT Management in Poland: Bob Jason - General Manager

Dąbrowa Górnicza Alba HQ of parent company: Poland Number of Employees: 50 Services provided: Finance, Accounting SSC Arcelor Mittall Shared Service Centre Europe HQ of parent company: Poland Number of Employees: 200 Services provided: Finance, Accounting SSC Management in Poland: Abhijit Roy - CEO & BOD Chairman DHL Logistic HQ of parent company: Poland Number of Employees: More than 200 Services provided: Logistic Outsourcing Wipro HQ of parent company: Poland Number of Employees: 140 Services provided: Finance, Accounting Outsourcing Management in Poland: Ramesh Phillips - Member of the Board, Michał Szop - HR Manager

Gdańsk Arla Global Financial Service Centre Sp. z.o.o. HQ of parent company: Denmark Year started in Poland: 2008 Number of Employees: 125 Services provided: Finance, corporate shared services Management in Poland: Arne Sørensen, arne.sorensen@arlafoods.com Asseco Number of Employees: 1000 Services provided: IT General Electric b.d. Geoban SA Oddział w Polsce b.d. Nordea Bank Poland HQ of parent company: Scandinavia Year started in Poland: 1991 Number of Employees: Over 500 Services provided: Finance/IT Acxiom HQ of parent company: USA Year started in Poland: 2007 Number of Employees: 120 Services provided: IT Bank BPH/GE Capital HQ of parent company: USA / Poland Year started in Poland: 1997 Number of Employees: 2900 Services provided: Finance Compuware HQ of parent company: United States Year started in Poland: 1998 Number of Employees: above 150 Services provided: IT Contact Center sp. z o.o. HQ of parent company: France

Year started in Poland: 1999 Number of Employees: 5915 Services provided: Telesales, sales support, databases, call centre, debt recovery, marketing research Management in Poland: Zbigniew Biały - President of the Management Board Fineos HQ of parent company: Ireland Year started in Poland: 2009 Number of Employees: 22 Services provided: IT First Data HQ of parent company: USA Year started in Poland: 2007 Number of Employees: 130 Services provided: finance First Data Global Services Ltd HQ of parent company: USA Year started in Poland: 2007 Number of Employees: 130 Services provided: Procurement, finance and accounting, IT functional support, SSC Management in Poland: Krzysztof Luty, Director, krzysztof.luty@firstdata.com, mobile 666 010 701 Goyello HQ of parent company: Netherlands Year started in Poland: 2006 Number of Employees: 60 Services provided: IT HK Finance&Accounting HQ of parent company: Poland Year started in Poland: 2005 Number of Employees: no data Services provided: Finance and accounting IBM HQ of parent company: USA Year started in Poland: 2009 Number of Employees: 20 Services provided: Consulting, application services, IT Implix HQ of parent company: Poland Year started in Poland: 2007 Number of Employees: 100 Services provided: IT Intel Technology Poland HQ of parent company: USA Year started in Poland: 1998 Number of Employees: 600 Services provided: IT Jeppesen by Boeing HQ of parent company: USA Year started in Poland: 1998 Number of Employees: 150 Services provided: IT Kainos HQ of parent company: Ireland Year started in Poland: 2008 Number of Employees: 50 Services provided: IT Lufthansa Systems HQ of parent company: Germany Year started in Poland: 1998 Number of Employees: 330 Services provided: IT Masterlease (Futura Leasing, Prime Car Management) HQ of parent company: UK Year started in Poland: 2006 Number of Employees: 180 Services provided: Finance Meritum Bank HQ of parent company: Poland Year started in Poland: 2008 Number of Employees: App. 500 Services provided: Finance Ncomputing HQ of parent company: USA

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BPO and SSC Companies in Poland Worker’s Proﬁle

OutsourcingPoland

BPOs and SSCs

Małgorzata Leśniak

➥ I started working for Alexander Mann Solutions in Krakow in 2005. I started straight after university as a trainee recruiter supporting remot- recruitment delivery teams in the UK. Then I moved to manage AMS recruitment teams for our RPO clients in Europe. ➥ Currently I am managing AMS new services offering Resourcing Augmentation (RA) Solutions in Continental Europe where we place interim resourcing teams or recruitment experts in place for clients who need to supplement their own recruitment functions. ➥ This is an exciting change for me as the RA business is very different from large RPO solutions that used to be my work. With shortterm, 3- or 6-month projects you need to be much more agile, fast and ﬂexible in your actions and decisions. ➥ Having been involved with Polish Humanitarian Organisation and Amnesty International during my studies, I was happy to start CSR programmes within AMS Poland. Since 2006 I have been responsible for managing our Global Citizenship Team in Krakow. This is incredibly satisfying when I can see that my company can positively inﬂuence our work, social and ecoenvironment through a number of charity, eco and well-being actions. ➥ I have studied English Philology at the Jagiellonian University in Krakow where I learnt English and German. Alexander Mann Solutions offers free language classes for employees and three years ago I have started learning Spanish in which I am now at intermediate level. ➥ When I joined AMS I went through a number of recruitment skills courses organized via our internal training function which is called the Career Development Centre. Currently I am a participant of our Management Development Programme. My career plan includes doing an MBA in the coming years. ➥ I have always loved literature and theatre so Krakow seems a perfect place to be with its richness of cultural initiatives.I also practice Kung-Fu. ➥ But cycling around Krakow is my favourite summer activity, because I love travelling through small villages around the city, enjoying picturesque views of the river and the hills and having a rest in one of the gardens of Kazimierz area afterwards…

Year started in Poland: 2009 Number of Employees: 50 Services provided: IT Playsoft HQ of parent company: France Year started in Poland: 2009 Number of Employees: 100 Services provided: IT Management in Poland: Pierre Olivier Manteil PZU HQ of parent company: Poland Year started in Poland: 2010 Number of Employees: 70 Services provided: Insurance/ﬁnance SII HQ of parent company: France Year started in Poland: 2009 Number of Employees: 80 Services provided: IT Synopsys HQ of parent company: USA Year started in Poland: 2010 Number of Employees: 100 Services provided: IT Transcom HQ of parent company: Sweden Year started in Poland: 2007 Number of Employees: 300 Services provided: Contact center Willis HQ of parent company: UK Year started in Poland: 2010 Number of Employees: App. 10 currently Services provided: Finance Young Digital Planet HQ of parent company: Finland Year started in Poland: 1990 Number of Employees: 500 Services provided: IT, R&D Zensar Technologies HQ of parent company: India Year started in Poland: 2007 Number of Employees: 40 Services provided: IT

Gdynia BEST HQ of parent company: Poland Year started in Poland: 1994 Number of Employees: App. 450 (in Gdynia and Elbląg) Services provided: Outsourcing of dept collection Geoban S.A. Spółka Akcyjna Oddział w Polsce HQ of parent company: Spain Year started in Poland: 2008 Number of Employees: 600 Services provided: SSC - Banking operations - Santander group shared services Management in Poland: Raimo Kesti - General Manager, rkesti@geoban.es, mobile519 517 574 Nordea Bank Poland HQ of parent company: Scandinavia Year started in Poland: 1991 Number of Employees: Over 500 Services provided: Finance/IT Sony Pictures Global Business Services sp. z o. o. HQ of parent company: Los Angeles, USA Year started in Poland: 2009 Number of Employees: 130 Services provided: SSC - Finance & Accounting Management in Poland: Michal Gryglewski - Managing Director, michal_gryglewski@spe.sony.com; Jarek Zboralski - HR Director, jarek_zboralski@spe.sony.com Speednet Year started in Poland: 2007 Number of Employees: 80 Services provided: IT Thomson Reuters HQ of parent company: United States Year started in Poland: 2006 Number of Employees: 900 Services provided: IT and ﬁnance, contact center Management in Poland: Adam Sikorski

Gliwice Ista Shared Services HQ of parent company: Poland Year started in Poland: 2006 Number of Employees: 620 Services provided: Shared Service Centre Pregis HQ of parent company: Poland Year started in Poland: 2008 Number of Employees: More than 100 Services provided: Finance, Accounting SSC Vattenfall Business Services HQ of parent company: Poland Number of Employees: 150 Services provided: IT, Finance, Accounting SSC

Katowice 4EverNET Sp. z o.o. HQ of parent company: Poland Number of Employees: 48 Services provided: BPO (Call centre) Management in Poland: Michał Lewdoń - Vice President ArcelorMittal Management in Poland: Abhijit Roy Archidoc HQ of parent company: Poland Year started in Poland: 1994 Number of Employees: about 260 Services provided: BPO Management in Poland: Piotr Cholewa - Owner, Konrad Rochalski - President, Waldemar Nowicki - Vice President of the Board Arinso People Services Sp. z o.o. HQ of parent company: Poland Year started in Poland: 2003 Number of Employees: 86 Services provided: HR and SSC Management in Poland: Tomasz Gadaj, info.pl@ngahr.com, 48 32 736 71 00 Asseco Poland S.A. HQ of parent company: Poland Number of Employees: 350 Services provided: IT Services Management in Poland: Adam Góra - President Asseco Systems HQ of parent company: Poland Number of Employees: about 44 Services provided: Software Solutions Bombardier HQ of parent company: Poland Year started in Poland: 2000 Number of Employees: about 80 Services provided: R&D Capgemini BPO HQ of parent company: France Year started in Poland: 2003 Number of Employees: 2200 Services provided: Finance & Accounting, Customer Care, Procurement, Marketing, Financial Services Management in Poland: Marek Grodziński Capgemini ITO HQ of parent company: France Year started in Poland: 2005 Number of Employees: 1500 Services provided: Infrastructure Management Management in Poland: Daniel Habrat Comarch HQ of parent company: Poland Year started in Poland: 2004 Number of Employees: 220 Services provided: BPO, Outsourcing IT services, IT solutions and help, software & hardware support Management in Poland: Janusz Filipiak - President of the Board,Piotr Piątosa - Vice President of the Board, Paweł Prokop - Vice President of the Board Contact Center sp. z o.o. HQ of parent company: Poland Year started in Poland: 1999 Number of Employees: In Poland: 5915 Services provided: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overﬂow traffic, contact centre virtualisation

BPO and SSC Companies in Poland

Kielce Altar Sp. z o.o. HQ of parent company: ul. Różana 5, 25-729 Kielce, POLAND Number of Employees: 85

Worker’s Proﬁle

Krzysztof Bielawski

➥ I’m game and application developer at Playsoft Polska in Gdańsk. Since two years I’m taking part in the development of mobile projects on many different platforms and various operating systems. ➥ I graduated on pedagogical studies, but very soon I found that teaching kids isn’t my best skill, so I started to work in (what was first only my hobby) game development. Later, lack of proper education started to be less important compared to 8 years of independent game and application development. I’ve put a lot of passion and time into learning proper programming in C and C++ languages, but I also gained skills in several others. ➥ During last fifteen years I was working and developing myself on independent games, about 20 commercial games and most of them for mobile platforms. I have had my contribution in database programming and other parts of industry – like web game services. ➥ When participating in mobile game development, it’s normal that each project is done on highly modified or even brand new operating system or SDK (Software Development Kit). Then each project is a new training possibility, in which we can participate. ➥ Furthermore we are still searching for new technologies, new ways to make our projects faster, bigger and looking better. This process is constant and we often attend conferences or closed trainings organized by Manufacturer or SDK developers. ➥ Game development is my hobby since I remember. I thought that when I would be 30 years old and would have two beautiful daughters, programming will be only my job. However my affection was too strong and I still spend a lot of time after work on developing independent projects or researching technologies that are more than fascinating for me.

BPOs and SSCs

Number of Employees: 200 Services provided: R&D, technology leader in electronic design automation. Katowice office is the biggest of Mentor’s R&D sites in Europe Neubloc HQ of parent company: Poland Year started in Poland: 2010 Number of Employees: 50 Services provided: R&D Software Development Northgate Arinso Poland HQ of parent company: Poland Year started in Poland: 2003 Number of Employees: 120 Services provided: HR, Payroll Process Outsourcing PricewaterhouseCoopers HQ of parent company: Poland Year started in Poland: 2010 Number of Employees: 150 Services provided: Shared Service Centre Management in Poland: Olga Grygier - President, Tomasz Reinfuss - Partner, Director Katowice Office Proximetry Poland Sp. z o.o HQ of parent company: Poland Year started in Poland: 2006 Number of Employees: 52 Services provided: IT services for wireless telecommunication Management in Poland: Mirosław Ossysek - President Rockwell Automation HQ of parent company: Poland Year started in Poland: 2006 Number of Employees: 390 Services provided: SSC, Operations Center, Financial Shared Services Center, Customer Care Center, Customer Services and Maintenance, IT Center, Rockwell Software Development Center, Human Resources Business Services, Strategic Sourcing and Purchasing, Supporting Departments: Finance, Human Resources Management in Poland: Sławomir Szpak - General Director Rockwell Automation in Poland Steria HQ of parent company: Poland Year started in Poland: 2007 Number of Employees: 230 Services provided: BPO, outsourcing IT, service desk, call center, Application Management, monitoring Management in Poland: Karine Brunet - CEO Steria Poland, Bruno Boquet-Director GSC Tenneco Timken TP S.A. HQ of parent company: Poland Number of Employees: More than 400 Services provided: Call centre, Telecom Customer Service Management in Poland: Maciej Witucki - President Unilever HQ of parent company: Poland Number of Employees: 92 Services provided: SSC, Logistics service Management in Poland: Matthias John - UltraLogistik Operations Centre UPC HQ of parent company: Poland Services provided: Call centre Management in Poland: Simon Boyd - President UPC Poland Vattenfall Warta [Alarm Centre Warta] HQ of parent company: Poland Number of Employees: 50 Services provided: Call centre Management in Poland: Krzysztof Kudelski - President of the Board, Frank Fripon - Vice President, Geert De Kegel - Vice President Wipro Management in Poland: Ramesh Phillips, Michal Szop

OutsourcingPoland

Management in Poland: Zbigniew Biały - President of the Management Board Contact Centre HQ of parent company: Poland Year started in Poland: 2008 Number of Employees: 3352/ full-time employees: 488, part-time employees: 3352 Services provided: telesales, call centre, debt recovery, marketing research, handling overﬂow traffic, contact centre virtualisation Management in Poland: Zbigniew Biały - President of the Management Board, Marek Słowiński - Board Member, Krzysztof Rosiński -Director (South Poland) CYCLAD Poland Sp. z o.o. HQ of parent company: Poland Year started in Poland: 2007 Number of Employees: 55 Services provided: IT Services Management in Poland: Katarzyna Szkutnik - General Manager Deloitte BPO HQ of parent company: Poland Year started in Poland: 2008 Number of Employees: 13 Services provided: Bookkeeping, accounting, payroll and HR administration Management in Poland: Piotr Żarski - Partner, Tomasz Konik -Partner of offices in Katowice and Cracow, Tomasz Walczak – Partner in Poznań Office Display Link HQ of parent company: Poland Year started in Poland: 2008 Number of Employees: 15 Services provided: ICT outsourcing, R&D Management in Poland: Mariusz Tomaka - CEO in Poland ENIRO Poland HQ of parent company: Poland Services provided: BPO Call Centre Ernst&Young HQ of parent company: Poland Number of Employees: 40 Services provided: BPO services relating to book-keeping and payroll services Management in Poland: Duleep Aluwihare - Managing Partner Ernst & Young Poland, Neil Hughes - Main Director in Poland, Leszek Lerch - Managing Partner, Director of regional offices in Katowice and Cracow Grant Thornton International HQ of parent company: Poland Number of Employees: 240 Services provided: BPO, audit, accountancy outsourcing, tax advisory services and business advice Management in Poland: Tomasz Wróblewski - Managing Partner ING Poland HQ of parent company: Poland Number of Employees: 60 Services provided: Financial Customer Service IT4Q Sp. z o.o. HQ of parent company: Poland Year started in Poland: 2008 Number of Employees: 10 Services provided: BPO, Outsourcing IT services, IT solutions and help, software & hardware support Management in Poland: Wojciech Marciniak - Member of the Board, Dawid Kuboszek - Member of the Board Kroll Background Screening HQ of parent company: Poland Number of Employees: 100 Services provided: Pre-employment screening services Kroll Ontrack HQ of parent company: Poland Year started in Poland: 2005 Number of Employees: 31 Services provided: SSC, IT Customer Service (data recovery; computer forensics service and software, strategic data management) Management in Poland: Marek Suczyk - Managing Director Mentor Graphics HQ of parent company: Poland Year started in Poland: 2004

Offices

OutsourcingPoland

BPOs and SSCs

Developers building “spec” offices and architectural solutions, targeting unique needs of Outsourcing and SSC sector

Krakow is battling to retain its number one position in the outsourcing sector as smaller cities seek to bite off pieces of a fast-growing pie. And developers are working with architects to meet the particular office space needs of the outsourcing sector – such as larger floor plates and stronger air-conditioning systems. Maciej Golebiewski, Director of Leasing and Marketing at Avestus Real Estate, is arguably one of the most experienced at finding office space for outsourcers and SSC centres. He tells us about the broader trends affecting the sector – as well as some of the nitty-gritty details of making the right decision about location.

Maciej Gołębiewski is Director of Leasing and Marketing, Poland for Avestus Real Estate. He previously worked at CB Richard Ellis. He advised Philips in setting up their SSC center in Lodz in 2002 (later bought by Infosys), as well as advising U.S. firm Stream in establishing their call center in Szczecin in 2005/2006. Other advisory projects were with Genpact in Lublin and State Street in Krakow. Previously was Director, Head of Global Corporate Services at CB Richard Ellis during years 2004 to 2010. His personal interest include architecture, music, history and languages. He is a passionate for kite-surfing, snowboarding and running. From time to time he is also sailing and playing golf. Education: Politechnika Warszawska - Postgraduate Degree, Property Valuation, 2001 - 2002 Sheffield Hallam University - Postgraduate Degree, Property Valuation and Management, 2000 - 2002 WSHiP In Warsaw - MSc, Economics and Banking, 1994 – 2000

BiznesPolska: Since you’ve been involved on both the agency leasing side (with CBRE since 2002), and now with Avestus on the office development side, how are the demands of the outsourcing sector affecting commercial developers? Maciej Golebiewski: Outsourcing clients are first

But spec development got hit hard in the 20082009 crisis period – what was the impact? Real estate development is of course subject to cycles. It was very hard to find modern office space in Krakow, for example in 2007, then demand slowed. Now the city has about 450,000

of all looking for the right city to locate their centre, and once that decision is made, they want to start “tomorrow”. So office developers in Poland are increasingly building “spec” buildings, to be in position to offer immediate occupancy. But that’s far different from what we saw 8-10 years ago. In 2002/2003, Philips opened a centre in Lodz, and there was virtually no office space there. Their solution was to convert and upgrade an older building, and we (I was with CBRE at the time) advised them to follow a 2-step process, with the first step to get immediate occupancy, usually via a short-term lease in B Class space, then to find a new site to build a Class A office building. And that’s what they did. Now that the outsourcing and SSC sector is well established in Poland, developers are expecting further growth and making development decisions – spec development – to be positioned for the future office space needs of the sector.

sm of modern office space. And the stock of modern office space is expanding quickly in Szczecin and Gdansk as well. Are all location decisions driven by just costs? Fundamentally, the BPO decision is being driven by the effort to reduce costs, including people, offices and technology costs. So the BPOs are always striving for lower costs. They typically start with a broad brief of potential locations and then reduce the list down to about 5-10 locations to visit. While decisions are usually driven by costs, other factors such as local grants and depth and quality of the labor markets have an impact. What role do city governments play in promoting the outsourcing and SSC sectors? Wroclaw is probably the best example of a proactive approach to attracting investment for the outsourcing sector. They’ve also been the best with their investor presentations, and in key

Offices

How do you deal with office space requirements of clients who are growing very fast? State Street is a good example. They initially wanted to set up a small centre for about 300 people, then they increased their hiring plans nearly every month, and now they have more than 1000 people. Clients also place a premium on “business continuity” so many have two locations which act as DR centres (disaster recovery) for each other. They usually plan for fast growth in the first few years and then headcount growth is stabilizing at 10-20% per annum.

meetings with investors the city’s mayor (Rafal Dutkiewicz) was always there, while in other cities the mayor was not always there. Lodz and Trojmiasto (Gdansk, Gdynia, Sopot) are learning from Wroclaw’s experience. Lodz has even brought in McKinsey to advise the city on strategies for transforming the city. All of the cities have learned that they need to differentiate themselves. And it’s interesting that smaller cities, like Bydgoszcz and Lublin, see the opportunity and want to share in the “outsourcing pie”. Investors in the sector are really interested in how many graduates with required language and other skills the city can turn out per year, on a sustained basis. And what are other cities doing to compete? Cities know that they have to build their infrastructure, to make the city a pleasant place to live for young workers, and to build a strategy for

Are there any differences between SSC and BPO centres from your perspective as an office developer? Krakow is more about shared services than BPO, and many investors are moving their western European services to Krakow. SSCs usually have nicer offices as they want to provide similar working standards throughout the company. Typical BPO offices are more cost driven and so their offices are usually more dense. And the SSC sector here is growing faster than BPOs. When it’s only about a cheaper location, cities like Lublin or Bydgoszcz can compete – and lower costs are also why India is better at pure BPO centres. This is also another strong advantage of locating business in Poland as we have not only 7 major cities but also over 10 regional cities with universities and large populations. In Poland, more and more IT and R&D centres are being set up. They are not just doing processing but also real research and development and I think there is a great future for knowledge based industry in Poland (KPO). For example in our building in Warsaw Samsung started their

And the question of green, clean and ecological? Enterprise Park intends to be BREAM-certified. It’s being driven by clients, who are increasingly asking for efficient power consumption, areas for bicyclists, and more natural light. In Enterprise Park, 40% of the area will be naturally green, and bicycle paths will run right next to the building. We have fast tram and regular tram and train connections next door. We also have a large bus terminal being built within a walking distance. Tenants care about landscaping, power efficiency and public transportation. We could aim for an even higher green certificate, such as outstanding, but this costs much more, and clients aren’t yet ready to pay the premiums. In designing Enterprise Park project, we took our architects (DDJM in Krakow) to Prague to see true and well established business parks such as The Park, as our aim is to develop a really nice and efficient working environment for our clients. Costs and timing of Enterprise Park? Costs are important. Most SSC centres in Warsaw are paying about 18-22 Euro per square metre. We’ll be asking for about 14 to 14.5 Euro/sm. Construction on buildings A and B starts in June 2011, and delivery is planned for mid-2012.

OutsourcingPoland

new office development and new residential development, including master plans and zoning. Wroclaw has done a lot, and Krakow is also doing a lot, including development of transportation infrastructure in the southern section of the city, where we are developing Enterprise Park.

What are developers doing specifically to cater to the needs of the SSC/outsourcing sector? Business parks are increasingly popular. SSC/BPO clients want a larger floor-plate, so they can get a large number of staff on one floor. A typical Warsaw floorplate might be 1200-1800 sq m – but our new Enterprise Park in Krakow has floor plates of either 1850 sq m or 2200 sq m. Floor loading capacity is also increased, to accommodate heavier equipment, such as servers and back-up batteries. And SSC/BPO clients only want locations that can guarantee redundancy of power supplies and even the ability to set up their own power generator with a fuel tank. Also, they are very keen on efficiencies and the space ratio per person. Air conditioning systems are stronger so even with a large number of people per floor working conditions are nice. For the BPOs it is important to know how many people they can accommodate per floor and so the ratio of rentable square metre per person is one of the main criteria in the office selection process.

BPOs and SSCs

R&D centre five years ago with 100 people and now they hire over 500 employees.

BPO and SSC Companies in Poland Worker’s Proﬁle

OutsourcingPoland

BPOs and SSCs

Halszka Gajewska

➥ Avon EMEA Shared Service Centre sp. z o.o. Warsaw, since April 2008.. I began on the position of Junior Accounting Specialist in Accounts Payable Department Then I was quickly promoted to Accounting Specialist and then to Senior Accountant position. I was involved in migration of Spanish market to FSSC within AP area and became responsible for transactions’ processing, veriﬁcation of taxes and custom duty control in compliance with local regulations, reconciliation and accounts’ balance control, contact with vendors and customers – queries resolution and month - end close activities. Additionally I had an opportunity to participate as a guest auditor in two Internal Audits in Avon Ukraine (Procure to Pay process) and Avon Russia (SOX). ➥ Currently I hold the position of Business Process Supervisor in Accounts Payable Department. My responsibilities include: AP Team management, Customer Service within AP area for 11 markets; ensuring compliance with relevant tax regulations and maintenance of integrity of accounting ledgers and internal controls environment which meet corporate requirements, risk management in this area. ➥ Post-graduate Studies of the European Manager programme, Higher School of Economy and Innovation in Lublin. ➥ Scholarship at the University Francisco de Vitoria in Madrid, studies of the Socrates / Erasmus programme. ➥ MA Studies in Economics, Faculty of Social Studies, John Paul II Catholic University of Lublin. ➥ Foreign Languages: Spanish – advanced; English – advanced;.Russian – intermediate; Italian – basic. ➥ Chartered Institute of Management Accounting (CIMA) ➥ I am 29 years old, and was born Lublin where I grew up. In 2008 I moved to Warsaw. For a period of time I lived in Spain and since then I am particularly interested in Spanish culture and come back to Spain and Spanish speaking countries as often as possible. Currently after work I attend Italian language course and relax having a good time with my family and friends.

Services provided: IT Management in Poland: Dariusz Borek - President, Marek Wesołowski - Member of board, Krzysztof Palacz - Member of board Call Center Inter Galactica Sp. z o.o. HQ of parent company: Poland Number of Employees: Over 2000 Services provided: Call Center, help desk, marketing research Management in Poland: Pavlo Polishchuk - Project Manager, mobile 514 222 201, pavlo.polishchuk@ccig.pl Contact Center HQ of parent company: France Services provided: Call Center Management in Poland: Zbigniew Biały - President of the Management Board Kolporter INFO SA HQ of parent company: Poland Number of Employees: 2009 - 113 Services provided: Help-Desk , Call-Center,Outsourcing IT Management in Poland: Jarosław Ambroziak Teledirect Sp. z o.o. HQ of parent company: Poland Number of Employees: 60 Services provided: Call Center Management in Poland: Tomasz Ziemniak - Managing Director, mobile: 600 300 740; Tomasz Kluz - President, mobile: 605 582 603

Kraków ABB Centrum Badawczo-Rozwojowe i Centrum Faktury Services provided: BPO/R&D Accounting Plaza Central Europe Services provided: BPO/F&A Management in Poland: Kuba Wiecaszek Affiliated Computer Services of Poland Services provided: BPO/IT/F&A/Contact Centre AFS HQ of parent company: Poland Services provided: Shared Service Center Alexander Mann Solutions Services provided: BPO/HR Management in Poland: Vic Khan Amer Sports b.d. Apriso Services provided: BPO/IT AZSoft S.A, Contact Center Services provided: BPO/Contact Centre Bayer HQ of parent company: Germany Number of Employees: 15 Services provided: R&D Capgemini BPO HQ of parent company: France Year started in Poland: 2003 Number of Employees: 2200 Services provided: Finance & Accounting, Customer Care, Procurement, Marketing, Financial Services Management in Poland: Marek Grodziński Capgemini ITO HQ of parent company: France Year started in Poland: 2005 Number of Employees: 1500 Services provided: Infrastructure Management Management in Poland: Daniel Habrat Capita HQ of parent company: UK Year started in Poland: 2011 Services provided: Outsourcing Capnor Poland Services provided: BPO/Engineering Services CBB Call Center Services provided: BPO/Contact Centre CGI Information Systems and Management Consultants Services provided: BPO/IT CH2M HILL Services provided: BPO/R&D

Chatham Financial Services provided: BPO/Business Analytics Clifford Thames Services provided: BPO/Business Analytics Comarch HQ of parent company: Poland Number of Employees: 1000 Services provided: IT Communication Factory HQ of parent company: USA Number of Employees: 100 Services provided: Call Center Contact Center sp. z o.o. HQ of parent company: France Year started in Poland: 1999 Number of Employees: In Poland: 5915 Services provided: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overﬂow traffic, contact centre virtualisation Management in Poland: Zbigniew Biały - President of the Management Board Deloitte BPO HQ of parent company: Poland Year started in Poland: 2008 Number of Employees: 13 Services provided: Bookkeeping, accounting, payroll and HR administration Management in Poland: Piotr Żarski - Partner, Tomasz Konik -Partner of offices in Katowice and Cracow, Tomasz Walczak – Partner in Poznań Office Delphi Centrum Techniczne (TCK) Services provided: BPO/R&D Delta Vista Poland Services provided: SSC/R&D Digitland Services provided: BPO/IT DreamLab Onet.pl Year started in Poland: Total investment in Poland (cumulative): Services provided: SSC/R&D Electrolux Centrum Księgowo-Finansowe Services provided: BPO/F&A Management in Poland: Andrew Zajac Elettric 80 Services provided: BPO/R&D Ericpol Telecom Services provided: BPO/IT ESET Services provided: BPO/R&D Euroscript Poland Services provided: BPO Exult HQ of parent company: India Services provided: IT/F&A Flying Fish Services provided: BPO/IT Fortis Bank HQ of parent company: USA Number of Employees: 50 Services provided: Clearing Center FQS Poland Services provided: BPO/R&D Google Operations Centre Services provided: SSC/R&D HCL Poland Services provided: BPO/IT/F&A Hewitt Associates Services provided: BPO/HR Hitachi Data Systems Services provided: SSC/F&A Management in Poland: Jacek Pączek HSBC Regional Service Centre Services provided: SSC/F&A/Contact Centre Management in Poland: Kevin Kent HTS-Comarch Services provided: BPO/IT IBM Poland Laboratorium Oprogramowania IBM & IBM BTO Business Consulting Services Services provided: SSC/R&D/F&A Management in Poland: John Lyons

BPO and SSC Companies in Poland Lublin CRH Żagiel b.d. Genpact b.d. Inteligo-PKO BP b.d. Orange Costumer Service b.d. PCM b.d.

Worker’s Proﬁle

Artur Gronkiewicz

➥ I’m Finance & Accounting Manager and work for Sony Pictures Global Business Services since May 2011. I’m Head of Record-To-Report Department, where three Lines of Business are being processed: Sony Pictures Releasing; Sony Pictures Television; Sony Pictures Home Entertainment ➥ Reporting to and supporting the Sony Pictures GBS Executive Director. The role manages the Financial Accounting, Tax, Inventory Management, Royalties and their teams on a day-to-day basis, within defined budgets and in accordance with relevant Service Level Agreements (SLAs), thereby ensuring process performance is effective and cost-efficient (a group of nearly 60 professionals). ➥ I ensure Financial Accounting, VAT, Inventory Management and Royalties processes are delivered in accordance with agreed performance and quality standards/measures and ensures timely delivery of appropriate regulatory, statutory and management reporting. ➥ I’m Public Certified Auditor (KIBR) and last 9 years I was working as auditor (recently as Manager in KPMG in Gdansk Office). ➥ I graduate from University of Gdansk, with MSc, Economics, International Economic Relations, in 2001. Also during 2000-2001 I was in the Erasmus/Socrates scholarship in Dublin Institute of Technology (Ireland). I earned a Diploma in International Financial Reporting (DipIFR) in 2007. I am in process of qualifying for ACCA (Association of Chartered Certified Accountants), and have successfully completed 13 of the necessary 14 exams. ➥ I’m 35 years old and having fun spending time with family & friends. Also enjoy reading good books (or listening audiobooks in the traffic jams). I like trekking, sailing, running and recently trying to play golf.

BPOs and SSCs

Łódź Centrum Rozliczeń i Informacji CERI Sp. z o.o. (Aleksandrów Łódzki / Łódź) HQ of parent company: Poland Year started in Poland: 2003 Total investment in Poland (cumulative): 65,586,910.21 Number of Employees: 562 Services provided: Banking, documents processing Management in Poland: Andrzej Kroc, andrzej.kroc@ceri.pl; Andrzej Górecki; andrzej.gorecki@ceri.pl, Joachim Blechstein ABB HQ of parent company: Szwajcaria Year started in Poland: 2008 Number of Employees: 20 Services provided: IT Accenture HQ of parent company: USA Year started in Poland: 2005 Number of Employees: 80 Services provided: IT ACS Solutions Poland HQ of parent company: USA Year started in Poland: 2001 Number of Employees: 150 Services provided: Finanse i księgowość AMG.net HQ of parent company: USA Year started in Poland: 1996 Number of Employees: 180 Services provided: IT Atos Origin HQ of parent company: France Number of Employees: 85 Services provided: Finance and accounting Management in Poland: Monika Thompson Bank Pekao SA HQ of parent company: Italy/Poland Number of Employees: 300 Services provided: Back-office, call centre BNP Paribas Fujitsu Services BSH HQ of parent company: Germany Year started in Poland: 2007 Number of Employees: 50 Services provided: R&D/IT BSS HQ of parent company: Poland Year started in Poland: 2010 Number of Employees: 300 Services provided: Finanse i księgowość Cardif Services HQ of parent company: France Year started in Poland: 2007 Number of Employees: 170 Services provided: Finance, accounting, call centre Ceri (BRE Bank) HQ of parent company: Poland Year started in Poland: 2005 Number of Employees: 600 Services provided: Finance, accounting Management in Poland: joachim. blechstein@ceri.pl Citi Handlowy HQ of parent company: USA Year started in Poland: 2005 Number of Employees: 370 Services provided: Finance, accounting CitiFinancial HQ of parent company: USA Number of Employees: 10

OutsourcingPoland

IFS HQ of parent company: Sweden Number of Employees: 50 Services provided: ERP/IT Iloop Mobile Services provided: BPO/call center Intelenet European Services HQ of parent company: India Services provided: BPO/Business Analytics International Paper Poland Services provided: SSC/F&A/IT/Contact Centre Management in Poland: Tomasz Berbeka Lufthansa Airline Accounting Center Services provided: BPO/F&A Lurgi Poland Services provided: Engineering Services Luxoft HQ of parent company: Rosja Year started in Poland: 2010 Total investment in Poland (cumulative): 2 mln PLN Number of Employees: 75 Services provided: IT Management in Poland: Przemyslaw Berendt, pberendt@luxoft.com, mobile 668 898 700, 12 296 50 00 Metrosoft Poland Services provided: BPO/IT Motorola GSC Services provided: SSC/R&D/F&A Philip Morris International Service Center Europe Services provided: BPO/F&A Management in Poland: Nicklas Blomqvist Pliva Cracow HQ of parent company: Croatia Number of Employees: 100 Services provided: R&D PNO Consultants Services provided: BPO/Business Analytics Quorum International Services provided: SSC/R&D RR Donnelley Europe Services provided: SSC/F&A Sabre Holdings Europejskie Centrum Oprogramowania Services provided: BPO/R&D Management in Poland: Mike Dietz Selvita Services provided: BPO/R&D Shell Shared Service Centre Poland Services provided: SSC/F&A/Contact Centre Software Mind Services provided: BPO/IT SSC HQ of parent company: Switzerland Year started in Poland: 2008 Total investment in Poland (cumulative): 15M CHF Number of Employees: 300 Services provided: Finance, Legal, Compliance, Risk, IT Development and Corporate Shared Services Management in Poland: Antony Roberts-York CEO UBS Poland Service Centre; Michal Stepien COO UBS Poland Service Centre; Tomasz Zurek CFO UBS Poland Service Centre State Street Corporation Services provided: SSC/F&A Management in Poland: Scott Newman, GM Tesco Poland Services provided: SSC/F&A UBS Poland Service Centre Services provided: SSC/F&A/IT Management in Poland: Anthony Roberts-York, CEO UPM Kymmene Services provided: SSC/IT Management in Poland: Heikki Taskinen Amway (Zabierzów) HQ of parent company: USA Number of Employees: 200 Services provided: SSC

OutsourcingPoland

BPOs and SSCs

BPO and SSC Companies in Poland

Services provided: Debt collection centre Comarch S.A. HQ of parent company: Poland Year started in Poland: 2006 Number of Employees: 200 Services provided: IT Contact Center sp. z o.o. HQ of parent company: France Year started in Poland: 1999 Number of Employees: In Poland: 5915 Services provided: Telesales, sales support, databases, call centre, debt recovery, marketing research Management in Poland: Zbigniew Biały - President of the Management Board DHL Express HQ of parent company: Germany Year started in Poland: 2007 Number of Employees: 300 Services provided: Call centre Dimar HQ of parent company: France Number of Employees: 100 Services provided: Call centre Management in Poland: Jasja van der Veen Ericpol Telecom HQ of parent company: Poland Year started in Poland: 2006 Number of Employees: 390 Services provided: IT Fujitsu Technology Solution HQ of parent company: Japan Year started in Poland: 2009 Total investment in Poland (cumulative): 4,2 mln Euro Number of Employees: 410 Services provided: IT service desk Management in Poland: Dave Deane - Head of Global Delivery Centre, Dave.Deane@ts.fujitsu.com, mobile: 665 404 310 GE Power Controls HQ of parent company: USA Year started in Poland: 2004 Number of Employees: 55 Services provided: Finance, accounting IBM b.d. Indesit HQ of parent company: Italy Year started in Poland: 2006 Number of Employees: 65 Services provided: Finanse i księgowość Infosys BPO Sp. z o.o. HQ of parent company: India Year started in Poland: 2003 (from 2007 under Infosys) Total investment in Poland (cumulative): 9,7 mln PLN (for CAPEX), exluding acquisition cost of SSC from Philips Number of Employees: 1100 Services provided: Finance and accounting, sourcing and procurement, sales and fulﬁllment, consumer services, knowledge services, project management Management in Poland: Krystian Bestry - Delivery Head Europe, Krystian_Bestry@infosys.com, 42 278 18 78, mobile: 697 87 87 66; Agnieszka Jackowska - Center Head, agnieszka_jackowska@infosys.com, mobile 603 327 064, 42 278 1620 INTERsoft HQ of parent company: Poland Year started in Poland: 1997 Number of Employees: 70 Services provided: IT LSI HQ of parent company: Poland Year started in Poland: 1991 Number of Employees: 130 Services provided: IT MacoLab HQ of parent company: Poland Year started in Poland: 1993 Number of Employees: 50 Services provided: IT Mbank&Mulitbank HQ of parent company: Poland Year started in Poland: 2001

Number of Employees: 800 Services provided: Call center, Finance and accounting Mobica HQ of parent company: UK Year started in Poland: 2007 Number of Employees: 70 Services provided: IT Nordea HQ of parent company: Sweden Year started in Poland: 2001 Number of Employees: 250 Services provided: Finance and accounting Philips HQ of parent company: Holland Year started in Poland: 2003 Number of Employees: 70 Services provided: Purchase Center Polkomtel HQ of parent company: Poland Year started in Poland: 2003 Number of Employees: 370 Services provided: Call Centre PTC HQ of parent company: Poland/Germany Year started in Poland: 2006 Number of Employees: 700 Services provided: Call centre Rule Financial HQ of parent company: UK Year started in Poland: 2007 Number of Employees: 50 Services provided: IT SAP b.d. SouthWestern BPS Poland Sp. z o.o. HQ of parent company: Ireland Year started in Poland: 2007 Total investment in Poland (cumulative): 1,800,000 Number of Employees: 150 Services provided: Finance, Accounting, Administration, CRM, Call Center Management in Poland: Wiktor Doktór, wiktor.doktor@southwestern.ie; 42 288 07 00 T-Mobile HQ of parent company: Poland/Germany Number of Employees: 700 Services provided: Back-office, contact centre Management in Poland: Daniel Stańczuk Teleca HQ of parent company: Sweden Year started in Poland: 1999 Number of Employees: 150 Services provided: IT TomTom HQ of parent company: Holland Year started in Poland: 2007 Number of Employees: 205 Services provided: Centrum Przetwarzania Obrazu TP S.A. HQ of parent company: Poland/France Year started in Poland: 2003 Number of Employees: 300 Services provided: IT Transition Technologies HQ of parent company: Poland Year started in Poland: 2006 Number of Employees: 130 Services provided: IT Unicredito HQ of parent company: Italy Year started in Poland: 2006 Number of Employees: 41 Services provided: IT Virtual Viewing b.d. Warta Insurance Group HQ of parent company: Poland Year started in Poland: 2004 Number of Employees: 60 Services provided: Debt collection centre Xerox b.d.

Randstad Payroll Solutions Sp. z o.o. HQ of parent company: Poland Year started in Poland: 1998 Number of Employees: 50 osób Services provided: Payroll and HR ﬁle administration Management in Poland: Katarzyna Plucinska - MD

Opole Call Center Inter Galactica Sp. z o.o. HQ of parent company: Poland Number of Employees: Over 2000 Services provided: Call center - english, german, russian, ukrainian, czech, italian, spanish Management in Poland: Pavlo Polishchuk - Project Manager PZU SA HQ of parent company: Poland Number of Employees: 140 Services provided: Accounting Management in Poland: Andrzej Klesyk - President R.N.G. Sp. z o.o. HQ of parent company: Poland Number of Employees: Planned 60 Services provided: Call center Management in Poland: Magdalena Daszkiewicz - Manager

Poznań arvato services Poland (branch of Bertelsmann Media Sp. z o.o.) – 4 centers in Poznań and close to the city HQ of parent company: Poland Year started in Poland: 1994 Total investment in Poland (cumulative): more than 200 mln PLN Number of Employees: In Poland: 2350 Services provided: BPO - IT, lettershop, logistics, loyalty programs, back office, ﬁnancial services (ﬁnancial BPO, debt recovery, factoring) Management in Poland: Janusz Jankowiak - President, 61 652 88 00, arvato@arvato.pl BRIDGESTONE EBS Sp. z o.o. European Business Services HQ of parent company: Japan Year started in Poland: 2011 Number of Employees: 115 Services provided: SSC - Service accounting and payroll processes for Bridgestone companies Management in Poland: Warren Mitchell Director, Finance (the future head of the center in Poznan), warren.mitchell@bridgestone.eu; current contact: Karol Wawrzynowski Manager, Finance&Accounting karol.wawrzynowski@bridgestone.eu ; phone : 61 665 40 99 Business Consulting Center sp. z o.o. HQ of parent company: Poland Year started in Poland: 1999 Number of Employees: 201 Services provided: Hosting data center, IT asministration, SAP, service support SAP Maintenance Management in Poland: Bartłomiej Buszczak - President, 61 827 70 00, bcc@bcc.com.pl Carlsberg Accounting Service Center HQ of parent company: Germany Year started in Poland: 2006 Number of Employees: 200 Services provided: SSC - Accounts in the three processes, ie receivables, liabilities and general ledger Management in Poland: Lars Rasmussen Director Carlsberg Accounting Service Centre Sp. z o.o., tel. 61 844 11 00 Ciber HQ of parent company: USA Year started in Poland: 2010 Number of Employees: 80 Services provided: Managing technical support, monitoring, IT infrastructure, web operations, application services Management in Poland: Piotr Sawiński Center Manager CIBER Poland Sp. z o.o. Contact Center sp. z o.o. HQ of parent company: France Year started in Poland: 1999 Number of Employees: In Poland: 5915

ces, support sales process, CATI market research, debt collection, B2B, B2C, help desk services, IT solutions, HR outsourcing Management in Poland: Marcin Pankau - Chief Executive Officer, 61 664 32 00, marcin.pankau@holicon.pl IKEA Shared Services Sp z o.o. HQ of parent company: Sweden Year started in Poland: 2010 Number of Employees: 30, planned 300 Services provided: SSC - Service accounting and payroll processes for IKEA companies Itella Information Sp. z o.o. HQ of parent company: Poland Year started in Poland: 2005 Number of Employees: 15 Services provided: finance Management in Poland: Miikka Savolainen - Managing Director, miikka.savolainen@itella.com, mobile: 512 363 137 Kennametal Center Services HQ of parent company: USA Year started in Poland: 2010 Number of Employees: 35 Services provided: Customer Service, Finance, Human Resources, Engineered Solutions, Sales. Business support and management reporting for the region, credit management for regional countries as well as for Benelux countries, Capital expenditures coordination, Managing company financial indicators for the region, compliance. Management in Poland: Robert Mazurek Vice President, Kennametal Poland Sp. z o. o. Kleffmann HQ of parent company: Denmark Number of Employees: 20 Services provided: Call center Magellan Software Poland S.A. HQ of parent company: Poland Year started in Poland: 2000 Number of Employees: 30 Services provided: Documents processing Management in Poland: Grażyna Hulin, Adam Walczak, 61 840 36 01, sprzedaz@magsoft.pl MAN Accounting Center Sp. z o.o. HQ of parent company: Poland Year started in Poland: 2006 Total investment in Poland (cumulative): 3,7 mln PLN Number of Employees: 280 Services provided: Accounting, Purchasing, Payroll calculation Management in Poland: Christian Schäder - President of the Board, Wojciech Skrudlik - Board Member, Managing Director wojciech.skrudlik@man.eu McKinsey&Company, Support Services Center HQ of parent company: USA Year started in Poland: 2011 Number of Employees: Planned employment 250 Services provided: Support agencies and departments operating in Europe Mentor Graphics HQ of parent company: USA Number of Employees: 20 Services provided: R&D Management in Poland: Grzegorz Mrugalski Microsoft HQ of parent company: USA Number of Employees: 20 Services provided: IT Open Text, IT Competence Center HQ of parent company: Canada Year started in Poland: 2009 Number of Employees: 20 Services provided: Technical support and customer implementation, training Randstad Payroll Solutions Sp. z o.o. HQ of parent company: Poland Year started in Poland: 1998 Number of Employees: 50 Services provided: Payroll and HR file administration Management in Poland: Sylwester Czarnecki - Senior Sales Manager, Katarzyna Plucinska - Managing Director, katarzyna.plucinska@pl.randstad.com, mobile 512 352 179

Roche, IT Service Centre HQ of parent company: Switzerland Year started in Poland: 2009 Number of Employees: 200 Services provided: SSC/IT - Creating and maintaining systems for clinical research, modern websites and programs to support internal processes within the company Sii IT outsourcing HQ of parent company: France Year started in Poland: 2010 Number of Employees: 20 Services provided: Advice on new technologies, complex IT solutions: advice and analysis, system development Starter Truck Services HQ of parent company: Germany Number of Employees: 35 Services provided: Call Center - road assistance service in ﬁve languages (English, German, French, Italian and Russian Management in Poland: Waldemar Kułagowski - Sales Manager, 61 831 98 09, waldemar.kulagowski@starter24.pl Telcordia Technologies HQ of parent company: USA Services provided: R&D Management in Poland: Michał Wodczak Unilever HQ of parent company: International Number of Employees: 70 Services provided: R&D Management in Poland: Anthony Natt W.R.Grace HQ of parent company: USA Number of Employees: 20 Services provided: Research Laboratory Management in Poland: Jacek Walkowiak Wikia HQ of parent company: USA Number of Employees: 20 Services provided: R&D Management in Poland: Emil Podlaszewski - Member of the Board Sady k/Poznania, 62-080 Tarnowo Podgórne»« Lorenz Snack-World Services Sp. z o.o. Spółka Komandytowa (Sady k/Poznania, 62-080 Tarnowo Podgórne) HQ of parent company: Poland Year started in Poland: 2008 Number of Employees: 63 Services provided: Accounting Management in Poland: Jens Emrich - General Manager Jens.Emrich@LBSnacks.com, Member of the Board Andrzej Okupniak aokupniak@LBSnacks.pl

Rzeszów Centrum Usług Finansowych ACP Pharma S.A. HQ of parent company: MEDIQ NV Holland (Ultrecht) Year started in Poland: 2010 Number of Employees: About 80 Services provided: Finance, service ACP PHARMA Group Management in Poland: Daniel Pitrus, Director CUF Contact Center sp. z o.o. HQ of parent company: France Year started in Poland: 1999 Number of Employees: In Poland: 5915 Services provided: Telesales, sales support, databases, call centre, debt recovery Management in Poland: Zbigniew Biały - President of the Management Board ContactPoint HQ of parent company: Warsaw Year started in Poland: 2003 Poland, 2006 Rzeszów Number of Employees: ok.. 600 Services provided: Call center, CATI, BPO Management in Poland: Michał Kończak - President Hamilton Sundstrand HQ of parent company: USA Number of Employees: 150 Services provided: R&D

OutsourcingPoland

Services provided: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overflow traffic, contact centre virtualisation Management in Poland: Zbigniew Biały - President of the Management Board Dalkia Services |shared service center of finance and accounting HQ of parent company: France Year started in Poland: 2006 Number of Employees: 70 Services provided: General accounting and reporting, and IT Deloitte BPO HQ of parent company: Poland Year started in Poland: 2008 Number of Employees: 13 Services provided: Bookkeeping, accounting, payroll and HR administration Management in Poland: Piotr Żarski - Partner, Tomasz Konik -Partner of offices in Katowice and Cracow, Tomasz Walczak – Partner in Poznań Office Duni European Financial Centre, shared service center of finance and accounting HQ of parent company: Sweden Year started in Poland: 2005 Number of Employees: 40 Services provided: SSC - Accounts Receivable, Accounts Payable, General Accounting (incl.treasury), Payroll Management in Poland: Krister Gullström, European Finance Manager Duni EFF Sp z o.o., tel. 61 65 60 711, krister.gullstrom@duni.com, www.duni.com External Services sp. z o.o. HQ of parent company: Poland Year started in Poland: 2007 Number of Employees: 37 Services provided: HR, Accounting Management in Poland: Piotr Rogala - President, 61 827 78 00, externalservices@externalservices.pl Franklin Templeton Investments Center HQ of parent company: USA Year started in Poland: 2007 Number of Employees: 300 Services provided: SSC - Transfer agent, fund accounting and back office services for the operation of investment Management in Poland: Krzysztof Bronisz - Vice President Operations, Kbronis@franklintempleton.de, 61 667 90 16 GlaxoSmithKline Global IT Centre HQ of parent company: United Kingdom Year started in Poland: 2005 Number of Employees: 200 Services provided: SSC/IT - Providing IT services for all branches of GSK in the world. Center serves more than 100 countries within the corporation to manage the remote services and IT infrastructure company Management in Poland: Andrean Johannes, Ph.D Site Director, 61 860 13 11, andrea.a.johannes@gsk.com Grant Thornton Frąckowiak Sp. z o.o. HQ of parent company: Poland Year started in Poland: 1993 Number of Employees: 250 Services provided: HR, accounting, consulting, taxes advisory Management in Poland: Katarzyna Banach - Managing Partner, 61 625 13 91, banach.katarzyna@gtfr.pl; Agnieszka Chwalińska - Partner, 61 625 13 97, chwalinska.agnieszka@gtfr.pl; Magdalena Marcinowska Partner, 61 625 14 02, marcinowska.magdalena@gtfr.pl Grupa BCC External Services HQ of parent company: Poland Year started in Poland: 1999 Number of Employees: 30 Services provided: A comprehensive range of outsourcing, including both business processes and IT tools. Management in Poland: Bartłomiej Buszczak Chairman of the Board, 61 827 70 00 Holicon Contact Center HQ of parent company: Poland Year started in Poland: 2004 Number of Employees: 1200 Services provided: Contact Center: information servi-

BPOs and SSCs

BPO and SSC Companies in Poland

BPOs and SSCs

BPO and SSC Companies in Poland ICN Polfa Rzeszów HQ of parent company: France Year started in Poland: 1997 Services provided: Call centre Management in Poland: Mariusz Gajowniczek - President Pratt&Whitney Sanoﬁ Aventis HQ of parent company: France Year started in Poland: 2006 Number of Employees: 190 Services provided: Call centre Management in Poland: Marynika Woroszylska-Sapieha - President, General Manager; Wiesław Karpowicz Member of the Board and Finance Director Soft System HQ of parent company: SCC Soft Computer (Floryda, USA) Year started in Poland: 1990 Number of Employees: About 300 Services provided: Call centre Management in Poland: Liliane Saberin - President, Marek Konrad Słoniewski - Vice President, Waldemar Waligóra - Vice President Systemy Informatyczne Set(h) Sp. z o.o. HQ of parent company: Poland Year started in Poland: Under construction Total investment in Poland (cumulative): 500 059 PLN Services provided: IT Management in Poland: Kryzsztof Bobran - President, 17 852 47 90 Orange Costumer Service HQ of parent company: Poland Year started in Poland: 2010 Number of Employees: 5,000 Services provided: Call center - TP S.A., PTK Centertel Management in Poland: Jakub Kłoczewiak - President, Tomasz Dreslerski - Member of the Board Carlson Wagonlit Travel (Świlcza near Rzeszów) HQ of parent company: France Year started in Poland: 2008 Number of Employees: 140 (Rzeszów) Services provided: Call center (business travel)

OutsourcingPoland

Szczecin

arvato Bertelsmann HQ of parent company: Poland Year started in Poland: 2004 Number of Employees: 270 Services provided: IT, lettershop, logistic conract center & back office, loyalty programs, ﬁnancial services Management in Poland: Tomasz Wasikowski BL Stream Sp. z o.o HQ of parent company: Finland Year started in Poland: 1999 Number of Employees: 147 Services provided: IT Coloplast Shared Services Sp. z o.o. HQ of parent company: Denmark Year started in Poland: 2009 Number of Employees: 90 Services provided: Finance and Accounting Management in Poland: Allan Kjer Contact Center sp. z o.o. HQ of parent company: France Year started in Poland: 1999 Number of Employees: In Poland: 5915 Services provided: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overﬂow traffic, contact centre virtualisation Management in Poland: Zbigniew Biały - President Gamelion Sp. z o.o HQ of parent company: Poland Year started in Poland: 2002 Number of Employees: 85 Services provided: IT GaveKal Object Connect HQ of parent company: Poland Year started in Poland: 2008 Number of Employees: 25

Services provided: IT Sonion Stream Global Services HQ of parent company: USA Year started in Poland: 2005 Number of Employees: 280 Services provided: Call center Management in Poland: Pan Enrico Kautz TietoEnator Sp. z o.o. HQ of parent company: Finland Year started in Poland: 1999 Number of Employees: 500 Services provided: IT Management in Poland: Michał Szostkowski Unicredit Business Partner HQ of parent company: Italy Year started in Poland: 2008 Number of Employees: 350 Services provided: Finance and Accounting Management in Poland: Hans-Jurgen Sachs Unizeto HQ of parent company: Poland Number of Employees: 204 Services provided: IT Management in Poland: Andrzej Bendig-Wielowiejski Tieto Poland Sp.z o. o. HQ of parent company: Finland Year started in Poland: 2006 Number of Employees: May 2011- 1100 employees Services provided: IT services, R&D services, Industry speciﬁc Management in Poland: President - Wojciech Zaremba, wojeciech.zaremba@tieto.com, 22 229 91 00

Warsaw arvato services (branch of Bertelsmann Media Sp. z o.o.) (Błonie near Warsaw) HQ of parent company: Poland Year started in Poland: 2005 Services provided: BPO - logistics, back office 7N b.d. ABG SA HQ of parent company: Poland Services provided: IT ABN Amro HQ of parent company: Holland Number of Employees: 150 Services provided: F&A, operations Accenture b.d. Acxiom b.d. ADP Poland b.d. Aegon Year started in Poland: 2008 Number of Employees: 0 Services provided: CC ARPI & Partners b.d. Arteria b.d. Arvato Services b.d. AstraZeneca Pharma Poland HQ of parent company: UK Number of Employees: 40 Services provided: R&D Atemis HQ of parent company: USA Services provided: IT Athenasoft Sp. z o.o. HQ of parent company: USA Services provided: IT Autodesk SA HQ of parent company: USA Services provided: IT Avon HQ of parent company: Sweden Number of Employees: 100

Services provided: F&A Axel Springer HQ of parent company: Germany Number of Employees: 300 Services provided: CC, telemarketing Baker Tilly Poland b.d. BanCom HQ of parent company: Poland Number of Employees: 180 Services provided: CC, telemarketing Betacom SA HQ of parent company: USA Services provided: IT Bonair SA HQ of parent company: Poland Services provided: IT BOŚ Number of Employees: 30 Services provided: CC, telemarketing BSH Year started in Poland: 2007 Number of Employees: 117 Services provided: R&D C-Land Sp.z o.o. HQ of parent company: Poland Services provided: IT Call Center Poland b.d. Citi International HQ of parent company: USA Number of Employees: 350 Services provided: Centre of excellence Citibank International Plc Oddział w Polsce HQ of parent company: UK Number of Employees: 879 Services provided: Finance Management in Poland: Beata Skawińska Citigroup b.d. Comarch b.d. Commercial Union Call center HQ of parent company: UK Number of Employees: 200 Services provided: CC, telemarketing Computer Associates Sp. z o.o. HQ of parent company: USA Services provided: IT Compuware HQ of parent company: USA Number of Employees: 160 Services provided: Business support, BI Comtica Sp. z o.o. HQ of parent company: Poland Services provided: IT Contact Center sp. z o.o. HQ of parent company: France Year started in Poland: 1999 Number of Employees: In Poland: 5915 Services provided: Telesales, sales support, databases, call centre, debt recovery, marketing research, office services, voice recordings, business consultancy, handling overﬂow traffic, contact centre virtualisation Management in Poland: Zbigniew Biały - President of the Management Board ContactPoint b.d. Contract Administration b.d. CTM Teleperformance b.d. DHL Express HQ of parent company: Germany Number of Employees: 300 Services provided: CC Diehl Controls HQ of parent company: Germany Services provided: F&A Dimar Number of Employees: 60 Services provided: CC, telemarketing, operations

IFS HQ of parent company: Sweden Number of Employees: 93 Services provided: IT support, software development IMPAQ Sp. zo.o. HQ of parent company: Germany Services provided: IT Intentia HQ of parent company: Sweden Services provided: IT Inter Partner Assistance Number of Employees: 30 Services provided: CC, telemarketing Intergraph Europe HQ of parent company: USA Services provided: IT Itella Information Sp. z o.o. HQ of parent company: Poland Year started in Poland: 1997 Number of Employees: 230 Services provided: ﬁnance Management in Poland: Miikka Savolainen - Managing Director, miikka.savolainen@itella.com, mobile 512 363 137 Lawson Software HQ of parent company: UK Services provided: IT Liberty Mutual HQ of parent company: USA Number of Employees: 70 Services provided: CC, telemarketing Linea Directa Communications b.d. Lionbridge HQ of parent company: USA Number of Employees: 200 Services provided: Testing, location, software development M2 Net SA HQ of parent company: Poland Services provided: IT Macrologic SA HQ of parent company: Poland Services provided: IT Matrix.pl SA HQ of parent company: Poland Services provided: IT MCX Systems Sp. z o.o. HQ of parent company: Poland Services provided: IT Mellon HQ of parent company: USA Number of Employees: 35 Services provided: CC, e-learning Microsoft Sp. z o.o. HQ of parent company: USA Services provided: IT MKJ Sp. z o.o. HQ of parent company: Poland Services provided: IT MKS Sp. z o.o. HQ of parent company: Poland Services provided: IT Mobica HQ of parent company: UK Number of Employees: 70 Services provided: IT Océ Poland b.d. Opera Software b.d. Oracle Poland Sp.z o.o. HQ of parent company: USA Services provided: IT OSG Records Management b.d. Outsource Center Poland b.d. P4 PlayMobile HQ of parent company: Poland Number of Employees: 54 Services provided: CC, telemarketing

PayrollCenter b.d. Pharmaceutical Research Associates HQ of parent company: USA Number of Employees: 22 Services provided: Clinical research PLL LOT HQ of parent company: Poland Number of Employees: 60 Services provided: CC Procter&Gamble HQ of parent company: USA Number of Employees: 200 Services provided: IT Progress Software Sp. z o.o. HQ of parent company: USA Services provided: IT Prokom Software SA HQ of parent company: Poland Services provided: IT Provident Poland HQ of parent company: UK Number of Employees: 420 Services provided: CC, telemarketing PTC HQ of parent company: Poland Number of Employees: 1650 Services provided: CC PTK Centertel HQ of parent company: Poland Number of Employees: 1750 Services provided: CC PZU Centrum Operacji b.d. Qumak-Sekom SA HQ of parent company: Poland Services provided: IT Randstad Payroll Solutions Sp. z o.o. HQ of parent company: Poland Year started in Poland: 1998 Number of Employees: 50 Services provided: Payroll and HR ﬁle administration Management in Poland: Katarzyna Plucinska - Managing Director RBS HQ of parent company: Holland Number of Employees: 620 Services provided: SSC: F&A+IT Renault Year started in Poland: 1996 Number of Employees: 28 Services provided: Training, consulting Roche HQ of parent company: Szwajcaria Number of Employees: 220 Services provided: Software development Rodan Systems SA HQ of parent company: Poland Services provided: IT Roedl Outsourcing b.d. S&T Services Poland Sp. z o.o. HQ of parent company: Austria Services provided: IT Sage Sp. z o.o. HQ of parent company: UK Services provided: IT Samsung Electronics Poland HQ of parent company: Korea Pd. Number of Employees: 200 Services provided: Software development for ICT& TV SAT SAS Institute HQ of parent company: USA Number of Employees: 30 Services provided: BI Schneider Electric b.d. Signity SA HQ of parent company: Poland Services provided: IT

OutsourcingPoland

Management in Poland: Jasja van der Veen Direct Communication Sp. z o.o. HQ of parent company: Poland Services provided: IT Dynamic Generation b.d. Epicor Software HQ of parent company: USA Services provided: IT Ericsson b.d. Esselte b.d. Euronet Worldwide HQ of parent company: USA Number of Employees: 120 Services provided: ATM services Exact Software Poland Sp. z o.o. HQ of parent company: Holland Services provided: IT First Data (PolCard) HQ of parent company: USA Number of Employees: 180 Services provided: Card transactions FPA Group b.d. Gemius HQ of parent company: Poland Number of Employees: 35 Services provided: Insurance software development General Electric HQ of parent company: USA Number of Employees: 300 Services provided: R&D, design GlaxoSmithKline Year started in Poland: 2005 Number of Employees: 18 Services provided: IT, CRM systems Grant Thornton Frąckowiak Sp. z o.o. HQ of parent company: Poland Year started in Poland: 1993 Number of Employees: 250 Services provided: HR, accounting, tax advisory, consulting Management in Poland: Katarzyna Banach - Managing Partner,Agnieszka Chwalińska - Partner; Magdalena Marcinowska - Partner Groupe Laser HQ of parent company: France Number of Employees: 50 Services provided: Contact Centre Gtech (Lottomatica) HQ of parent company: Italy Number of Employees: 94 Services provided: ICT software development Guest-Tek HQ of parent company: Canada Number of Employees: 60 Services provided: ICT management Heuthes Sp. z o.o. HQ of parent company: Poland Services provided: IT Hewlett-Packard Sp. z o.o. HQ of parent company: USA Services provided: IT Hogart Sp. z o.o. HQ of parent company: USA Services provided: IT Humax b.d. IBM HQ of parent company: USA Number of Employees: 70 Services provided: Data mgmt outsourcing IBM HQ of parent company: USA Services provided: Operations back-up center IBM HQ of parent company: USA Number of Employees: 340 Services provided: Complex services for business clients

BPOs and SSCs

BPO and SSC Companies in Poland

OutsourcingPoland

BPOs and SSCs

BPO and SSC Companies in Poland

Sii b.d. Simple SA HQ of parent company: Poland Services provided: IT Sitel HQ of parent company: USA Number of Employees: 450 Services provided: CC, telemarketing Softlab Trade Sp. z o.o. HQ of parent company: Poland Services provided: IT SR Poland b.d. Sygnity HQ of parent company: Poland Number of Employees: 40 Services provided: Management process support Symantec HQ of parent company: USA Number of Employees: 13 Services provided: IT tech support Tchibo b.d. Teleperformance b.d. TNT Express b.d. Transcom b.d. Update CRM Sp. z o.o. HQ of parent company: Austria Services provided: IT Vattenfall b.d. Wapro Sp. z o.o. HQ of parent company: Poland Services provided: IT Warsaw software Group Sp. z o.o. HQ of parent company: Poland Services provided: IT Webtel Sp. z o.o. HQ of parent company: Poland Services provided: IT Wipro b.d. Xerox HQ of parent company: USA Number of Employees: 50 Services provided: Document processing Tieto Poland Sp.z o. o. HQ of parent company: Finland Year started in Poland: 2006 Number of Employees: maj 2011- 1100 zatrudnionych / may 2011- 1100 employees Services provided: IT services, R&D services, Industry speciﬁc Management in Poland: President - Wojciech Zaremba,; Vice President - Ireneusz Miski

Wrocław Center of Excellence CREDIT SUISSE (Poland) Sp. z o.o. HQ of parent company: Szwajcaria Year started in Poland: 2007 Total investment in Poland (cumulative): 8 500 000 Euro Number of Employees: 564 Services provided: Finance & Accounting, HR, Procurement, Customer Service, Financial Services, Knowledge Process Outsourcing, IT Support, Reporting, Design & Publishing Services Management in Poland: COE Center Manager, Erich Niederhäuser, erich.niederhaeuser@credit-suisse.com; PB COO Center Manager, Andre Lorenz, andre.lorenz@credit-suisse.com; HR Center Head - Regula Vijgenboom Ask, regula.vijgenboom@credit-suisse.com Geoban S.A. Spółka Akcyjna Oddział w Polsce HQ of parent company: Spain Year started in Poland: Jun-08 Number of Employees: 600 Services provided: Banking operations - Santander

group shared services Management in Poland: Raimo Kesti - General Manager, rkesti@geoban.es, mobile: 519 517 574 Global e-Business Operations Sp. z o.o. (HewlettPackard) HQ of parent company: USA Year started in Poland: 2005 Number of Employees: 2100 Services provided: Advanced Business Services including: Finance & Administration, HR, Procurement Administration, Marketing Management in Poland: Jacek Levernes - jacek.levernes@hp.com; Maxime Jouan - maxime.jouan@hp.com Randstad Payroll Solutions Sp. z o.o. HQ of parent company: Poland Year started in Poland: 1998 Number of Employees: 50 Services provided: Payroll and HR ﬁle administration Management in Poland: Katarzyna Plucinska - Managing Director Capgemini Software Solution Centre HQ of parent company: France Year started in Poland: 2006 Number of Employees: 400 Services provided: Software Development Management in Poland: Piotr Poprawski Central Europe BPO HQ of parent company: USA Diehl Controls HQ of parent company: Germany Number of Employees: 65 Services provided: R&D (Whitegoods) Ernst&Young Fagor Mastercook HQ of parent company: Spain Services provided: R&D (Whitegoods) Google HQ of parent company: USA Number of Employees: 100 Services provided: Operation / innovation center IBM Global Services Delivery Centre Poland Sp. z o.o. HQ of parent company: USA Year started in Poland: 2010 Total investment in Poland (cumulative): 63 mln zł Number of Employees: 2000 Services provided: SSC IT Management in Poland: Bogusław Łopuch, 71 338 62 00, boguslaw.lopuch@pl.ibm.com Irevna HQ of parent company: India Number of Employees: Planned 100 Services provided: KPO Center (Mathematics) KPIT Cummins HQ of parent company: India Number of Employees: 40 Services provided: Accounting Center McKinsey&Company HQ of parent company: USA Number of Employees: Planned 100 Services provided: KPO Microsoft HQ of parent company: USA Number of Employees: 60 Services provided: R&D Mphasis HQ of parent company: India Services provided: HR, Accounting Networks HQ of parent company: Finland Number of Employees: 900 Services provided: It R&D Nokia Siemens Networks HQ of parent company: Finland Number of Employees: 900 Services provided: IT R&D Opera Software HQ of parent company: Norway Number of Employees: 150 Services provided: IT R&D PNC (PFPC) HQ of parent company: USA

Number of Employees: 200 Services provided: BPO (Finance) QAD HQ of parent company: USA Number of Employees: 50 Services provided: IT service center Remy International HQ of parent company: USA Services provided: R&D (Automotive) Ruukki HQ of parent company: Finland Number of Employees: 50 Services provided: BPO Santander Consumer Bank HQ of parent company: Spain Number of Employees: Planned 300 Services provided: BPO Siemens AG HQ of parent company: Germany Number of Employees: 50 Services provided: R&D IT(Software) Tieto Poland Sp.z o. o. HQ of parent company: Finland Year started in Poland: 2006 Number of Employees: May 2011- 1100 employees Services provided: IT services, R&D services, Industry speciﬁc Management in Poland: President - Wojciech Zaremba, Vice President - Ireneusz Miski UPS HQ of parent company: USA Number of Employees: 316 Services provided: Accounting Volvo HQ of parent company: Sweden Number of Employees: 500 (100 in IT) Services provided: Accounting, administration, IT Wabco HQ of parent company: USA Number of Employees: 40 Services provided: R&D (Automotive) Whirlpool HQ of parent company: USA Number of Employees: 100 Services provided: R&D (Whitegoods) Wipro HQ of parent company: India Number of Employees: 150 Services provided: HR Service Center

Other Cities Intrum Justitia (Białystok) HQ of parent company: Sweden Services provided: Call Center Contact Center sp. z o.o. (Ciechanów) HQ of parent company: France Year started in Poland: 1999 Number of Employees: In Poland: 5915 Services provided: Telesales, sales support, databases, call centre Management in Poland: Zbigniew Biały - President LG Electronix (Ciechanów) HQ of parent company: South Korea Services provided: R&D TRW European Shared Services Center (Częstochowa) HQ of parent company: USA Year started in Poland: 2006 Number of Employees: App. 160 Services provided: SSC - ﬁnancial operations and accountancy Management in Poland: Robert Głowacki robert.glowacki@trw.com Alstom (Elbląg) b.d. Contact Center sp. z o.o. (Elbląg) HQ of parent company: France

it m m l Su 2011 a u n 29, h An

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Year started in Poland: 1999 Number of Employees: In Poland: 5915 Services provided: Telesales, sales support, databases, call centre Management in Poland: Zbigniew Biały - President Faurecia (Grójec) HQ of parent company: France Number of Employees: 100 Services provided: R&D Philips (Kętrzyn) HQ of parent company: The Netherlands Services provided: R&D arvato services (branch of Bertelsmann Media Sp. z o.o.) (Konin) HQ of parent company: Poland Year started in Poland: 2010 Services provided: BPO - telesales Contact Center sp. z o.o. (Krosno) HQ of parent company: France Year started in Poland: 1999 Number of Employees: In Poland: 5915 Services provided: Telesales, sales support, databases, call centre Management in Poland: Zbigniew Biały - President Calling Poland (Mierzyno) HQ of parent company: Poland Services provided: Call Center Sonion (Mierzyno) HQ of parent company: Denmark Services provided: F&A TP S.A. (Mierzyno) HQ of parent company: France

Services provided: Call Center Cooper-Standard (Myślenice) HQ of parent company: USA Services provided: R&D CITI Group (Olsztyn) HQ of parent company: USA Year started in Poland: 2000 Total investment in Poland (cumulative): b.d. Number of Employees: ok.. 450 Services provided: Finance Management in Poland: Tomasz Drapiński - Director France Telecom (Olsztyn) HQ of parent company: France Number of Employees: b.d. Services provided: Call center Management in Poland: Telekomunikacja Poland S. A. Phillips (Piła) HQ of parent company: The Netherlands Services provided: R&D Humax (Pruszcz Gdański) HQ of parent company: South Korea Services provided: R&D Contact Center sp. z o.o. (Rawa Mazowiecka) HQ of parent company: France Year started in Poland: 1999 Number of Employees: In Poland: 5915 Services provided: Telesales, sales support, databases, call centre Management in Poland: Zbigniew Biały - President Goyello (Sopot) HQ of parent company: Holland Number of Employees: 40

Services provided: IT Management in Poland: Peter Horsten - CEO Contact Center sp. z o.o. (Sosnowiec) HQ of parent company: France Year started in Poland: 1999 Number of Employees: In Poland: 5915 Services provided: Telesales, sales support, databases, call centre Management in Poland: Zbigniew Biały - President Sitel (Tarnowskie Góry) HQ of parent company: Poland Number of Employees: 11 Services provided: BPO Call Centre Management in Poland: Danuta Paruzel - President Contact Center sp. z o.o. (Tczew) HQ of parent company: France Year started in Poland: 1999 Number of Employees: In Poland: 5915 Services provided: Telesales, sales support, databases, call centre Management in Poland: Zbigniew Biały - President Itella Information Sp. z o.o. (Toruń) HQ of parent company: Poland Year started in Poland: 2005 Number of Employees: 100 Services provided: Finance, IT Management in Poland: Miikka Savolainen - Managing Director, miikka.savolainen@itella.com, tel. +48 512 36 3137 ABD (Zielona Góra)

OutsourcingPoland

BPOs and SSCs

BPO and SSC Companies in Poland

ILDING PROF BU E

CEE G RE E

NALS IO SS

S O CIATIO N

Education

74.34

69.83 100.00

27 Akademia Medyczna im. Piastów Śląskich we Wrocławiu 44.72 5.74 28.74 52.51 57.79 94.01 28.38

2 Uniwersytet Jagielloński 100.00 82.63 62.27

93.35

84.00

87.23

28 Uniwersytet Ekonomiczny w Poznaniu 44.62 21.24 6.17 64.83 51.83

46.05

32.92

3 Politechnika Warszawska 86.00 75.88 75.07

99.96

86.26

29 Uniwersytet Ekonomiczny we Wrocławiu 43.32 18.62 27.12 67.28 42.67

45.23

34.02

4 Uniwersytet im. Adama Mickiewicza w Poznaniu 76.00 47.28 47.55 89.98 68.11 79.30

79.61

30 Uniwersytet Warmińsko-Mazurski w Olsztynie 42.94 11.33 37.28 64.63 40.41 56.05

42.56

5 Politechnika Wrocławska 76.00 57.63 82.44

69.67

31 Katolicki Uniwersytet Lubelski Jana Pawła II 42.02 11.46 17.91 63.75 55.68 59.88

16.37

32 Uniwersytet Marii Curie-Skłodowskiej w Lublinie 41.19 10.60 37.18 66.17 50.28 59.94

10.13

33 Uniwersytet Przyrodniczy we Wrocławiu 40.83 7.36 39.59 64.47 54.21

81.57

85.37

68.24

62.88

63.84

55.75

6 Akademia Górniczo-Hutnicza im. Stanisława Staszica w Krakowie 75.00 59.17 100 81.38 63.43 62.34 54.02 7 Uniwersytet Wrocławski 63.22 34.60 15.07

84.51

66.83

60.41

58.87

8 Politechnika Łódzka 58.63 20.93

70.73

56.49

63.03

75.47

52.97

9 Szkoła Główna Handlowa w Warszawie 55.53 48.34 4.85 71.69 32.75

59.35

62.16

10 Uniwersytet Medyczny im. Karola Marcinkowskiego w Poznaniu 54.89 10.27 16.93 66.97 73.62 78.80 54.06 11 Politechnika Gdańska 54.81 22.28 74.72

68.71

62.40

12 Uniwersytet Medyczny w Białymstoku 54.17 3.84 9.91 69.62 100 13 Uniwersytet Mikołaja Kopernika 54.07 20.32 46.63 78.33 14 Uniwersytet Łódzki 53.62 19.00

68.35

53.95

13.17

34 Wojskowa Akademia Techniczna im. Jarosława Dąbrowskiego w Warszawie 40.02 6.32 22.46 62.16 64.64 52.17

3.63

35 Zachodniopomorski Uniwersytet Technologiczny w Szczecinie 38.38 6.22 41.34 67.31 42.12 64.61

9.18

36 Politechnika Krakowska im. Tadeusza Kościuszki 37.69 21.22 26.20 54.09 29.62 52.81

27.32

48.55

39.47

37 Uniwersytet Przyrodniczy w Poznaniu 35.48 11.68 14.40 58.29 40.88

61.17

7.43

81.92

13.54

38 Uniwersytet Ekonomiczny w Krakowie 35.12 15.90 9.61 59.95 30.07

42.50

28.55

21.99

39 Uniwersytet Papieski Jana Pawła II w Krakowie 34.99 5.50 3.86 62.98 50.82 51.51

5.39

58.11

74.84

52.89

59.79

58.64

40 Uniwersytet Rolniczy im. Hugona Kołłątaja w Krakowie 34.89 6.94 7.16 57.73 49.26 47.36 12.69

15 Politechnika Śląska w Gliwicach 51.72 29.69 55.65 67.38

47.33

61.77

31.52

41 Uniwersytet Kardynała Stefana Wyszyńskiego w Warszawie 33.54 7.41 0.10 65.14 45.63 40.08 8.00

16 Uniwersytet Śląski w Katowicach 51.47 21.90 49.64 71.73

60.64

63.03

19.12

17 Politechnika Poznańska 50.84 23.45 56.98

66.10

56.56

58.40

26.21

18 Uniwersytet Gdański 50.30 15.62 34.66

24.80

72.47

58.89

57.30

38.37

19 Warszawski Uniwersytet Medyczny 49.30 12.69 25.42 51.57

73.52

67.00

20 Gdański Uniwersytet Medyczny 49.29 4.71 12.64 66.90

65.65

21 Uniwersytet Medyczny w Lublinie 48.83 2.88 19.73 56.98

76.04

34.87

42 Uniwersytet Pedagogiczny im. Komisji Edukacji Narodowej w Krakowie 32.92 2.33 13.71 47.80 55.62 40.38

13.27

43 Uniwersytet Szczeciński 32.67 5.41 26.66

45.54

36.57

44 Uniwersytet Ekonomiczny w Katowicach 32.64 15.17 9.11 60.73 26.07

30.91

28.42

36.82

45 Politechnika Częstochowska 32.28 7.49 21.60

42.92

9.82

90.11

37.83

83.14

34.82

46 Polsko-Japońska Wyższa Szkoła Technik Komputerowych w Warszawie 32.23 4.34 6.43 68.43 39.29 33.19 15.07

58.45

49.56

44.61

22 Szkoła Główna Gospodarstwa Wiejskiego w Warszawie 48.25 21.52 8.02 60.45 65.08 57.56 29.08

47 Uniwersytet Przyrodniczy w Lublinie 32.18 5.80 14.97 52.75 43.54

60.96

0.98

23 Uniwersytet Medyczny w Łodzi 47.60 4.75 28.09 65.61

19.28

48 Politechnika Opolska 32.12 4.98 28.66

34.06

45.89

25.51

24 Pomorski Uniwersytet Medyczny w Szczecinie 46.41 1.97 10.94 55.14 68.20 100

29.63

49 Politechnika Świętokrzyska w Kielcach 31.57 5.91 35.80 48.97 43.30

38.40

8.21

25 Akademia Leona Koźmińskiego w Warszawie 44.86 21.55 12.37 62.22 26.74 50.43

76.33

50 Uniwersytet w Białymstoku 31.49 3.25 33.45

51.32

40.84

41.83

13.50

26 Śląski Uniwersytet Medyczny w Katowicach 44.85 3.98 5.26 61.97 71.09

17.95

51 Uniwersytet Opolski 30.13 2.96 12.68

37.76

39.38

8.65

64.54

95.53

79.51

61.61

51.29

OutsourcingPoland

1 Uniwersytet Warszawski 100.00 100.00 52.64 100.00

BPOs and SSCs

International cooperation (15% weight)

Study environment (10% weight)

Research efficiency (30% eight)

Research potential (15% weight)

Innovativeness (5% weight)

Universtiy

Prestige (25% weight)

Rank

Ranking Percentage

International cooperation (15% weight)

Study environment (10% weight)

Research efficiency (30% eight)

Research potential (15% weight)

Innovativeness (5% weight)

Universtiy

Prestige (25% weight)

Rank

Ranking Percentage

Top 90 Polish Universities

(as ranked by Rzeczpospolita and perspektywy.pl – May 2011)

53 Uniwersytet Technologiczno-Przyrodniczy im. J. i J. Śniadeckich w Bydgoszczy 29.95 4.50 29.01 53.33 33.64

52.94

5.20 2.36

BPOs and SSCs OutsourcingPoland

44.17

30.62

49.08

19.97

56 Akademia Wychowania Fizycznego im. Bronisława Czecha w Krakowie 29.01 1.69 3.89 53.71 37.91 53.73 8.21 57 Politechnika Białostocka 28.91 6.81 21.99

46.06

33.13

43.78

13.60

58 Collegium Civitas w Warszawie 28.54 1.96 6.78 22.80

45.75

35.34

42.84

59 Szkoła Wyższa Psychologii Społecznej w Warszawie 27.94 5.97 5.34 63.19 27.32 25.04 18.00 60 Akademia Humanistyczna im. Aleksandra Gieysztora w Pułtusku 27.55 3.97 5.62 68.33 22.39 49.67 4.39

36.53

79 Akademia Pedagogiki Specjalnej im. Marii Grzegorzewskiej w Warszawie 19.91 0.45 5.61 41.08 29.71

23.18

3.25

23.21

81 Uczelnia Łazarskiego w Warszawie 19.32 2.62 9.07 14.98

11.17

30.10

55.86

82 Akademia Marynarki Wojennej im. Bohaterów Westerplatte w Gdyni 19.22 0.59 11.35 45.00 19.66

34.76

0.50

83 Górnośląska Wyższa Szkoła Handlowa im. W. Korfantego w Katowicach 18.66 4.04 11.45 35.92 12.78

32.23

15.37

84 Akademia Morska w Szczecinie 18.54 1.22 14.53 41.69

10.07

45.05

7.50

4.40 0.00

7.96

62 Politechnika Koszalińska 26.48 4.15 34.16

52.61

26.50

32.92

8.66

86 Szkoła Główna Służby Pożarniczej w Warszawie 18.20 0.08 0.33 36.83 28.99 26.36

63 Uniwersytet Zielonogórski 26.11 3.38 11.79

51.78

27.18

45.23

9.61

64 Akademia Wychowania Fizycznego Józefa Piłsudskiego w Warszawie 26.02 2.23 7.84 37.21 35.84 47.93 15.14 65 Akademia Wychowania Fizycznego we Wrocławiu 26.00 3.32 4.00 40.20 30.92 55.67

13.88

66 Akademia Wychowania Fizycznego im. Eugeniusza Piaseckiego w Poznaniu 25.97 2.18 8.59 43.80 33.95

49.84

7.92

67 Akademia Finansów w Warszawie 25.58 1.60 5.75 47.32

42.55

28.94

68 Uniwersytet Humanistyczno-Przyrodniczy Jana Kochanowskiego w Kielcach 25.43 3.78 15.13 45.10 35.37 34.67

4.23

69 Uniwersytet Kazimierza Wielkiego w Bydgoszczy 24.67 2.79 19.23 48.88 24.28 33.23

15.45

70 Uniwersytet Przyrodniczo-Humanistyczny w Siedlcach 23.97 0.94 15.65 43.01 27.29 49.06 7.72

72 Akademia im. Jana Długosza w Częstochowie 23.00 0.22 6.37 47.63 27.69 43.43

4.43

73 Wyższa Szkoła Finansów i Zarządzania w Warszawie 22.87 0.62 8.39 63.18 22.73 22.50 4.96 74 Wyższa Szkoła Studiów Międzynarodowych w Łodzi 22.00 0.41 5.76 45.55 25.99 17.05 22.11 75 Akademia Pomorska w Słupsku 21.16 0.10 2.94 45.25

18.08

7.16

80 Społeczna Wyższa Szkoła Przedsiębiorczości i Zarządzania w Łodzi 19.84 1.55 0.35 41.22 12.13 38.94

61 Politechnika Rzeszowska im. Ignacego Łukasiewicza 27.41 8.61 46.11 49.74 23.18 34.66

22.53

International cooperation (15% weight)

Study environment (10% weight)

20.53

85 Akademia Wychowania Fizycznego i Sportu im. Jędrzeja Śniadeckiego w Gdańsku 18.44 0.77 2.51 35.97 16.89 51.18

71 Wyższa Szkoła Zarządzania Marketingowego i Jęz. Obcych w Katowicach 23.04 0.38 0.00 70.24 4.23 41.42 21.18

49.41

76 Politechnika Radomska im. Kazimierza Pułaskiego 21.11 2.07 9.03 48.52 15.46 46.17

43.69

78 Akademia Techniczno-Humanistyczna w Bielsku-Białej 20.11 1.34 15.70 38.03 18.00 33.93 15.39

54 Akademia Obrony Narodowej w Warszawie 29.93 0.84 0.38 37.90 66.93 31.16 55 Uniwersytet Rzeszowski 29.68 2.21 47.43

77 Akademia Morska w Gdyni 20.99 2.88 8.96

Research efficiency (30% eight)

18.19

Research potential (15% weight)

41.52

Innovativeness (5% weight)

International cooperation (15% weight)

36.11

Universtiy

Prestige (25% weight)

Study environment (10% weight)

45.24

Rank

Ranking Percentage

Research efficiency (30% eight)

52 Politechnika Lubelska 30.00 4.59 32.03

Research potential (15% weight)

Innovativeness (5% weight)

Universtiy

Prestige (25% weight)

Rank

Ranking Percentage

Section Name

10.46

87 Wyższa Szkoła Filozoﬁczno-Pedagogiczna “Ignatianum” w Krakowie 18.08 0.47 2.29 44.15 17.83 32.02 3.86 88 Krakowska Akademia im. A. Frycza Modrzewskiego 15.41 1.36 1.15 45.40 4.24 26.96 11.27 89 Dolnośląska Szkoła Wyższa we Wrocławiu 15.37 0.50 0.84 49.01 8.44

18.94

6.36

90 Akademia Humanistyczno-Ekonomiczna w Łodzi 14.63 0.50 2.01 38.44 9.49 25.61

8.26

University enrollment – Poland All public and private universities in 2010 (numbers by Region/Voivod) Full-time Enrollment Region/Voivod (largest city) enrollment (weekends, evenings,etc.) Total Poland – Total 934,039 Mazowieckie (Warsaw) 142,593 Małopolskie (Kraków) 125,057 Śląskie (Katowice) 86,001 Dolnośląskie (Wrocław) 89,425 Wielkopolskie (Poznań) 83,687 Łódzkie (Łódź) 56,064 Pomorskie (Gdańsk) 58,123 Lubelskie (Lublin) 61,622 Kujawsko-Pomorskie (Bydgoszcz) 43,483 Podkarpackie (Rzeszów) 39,946 Zachodniopomorskie (Szczecin) 39,868 Podlaskie (Białystok) 27,169 Warmińsko-Mazurskie (Olsztyn) 26,200 Świętokrzyskie (Kielce) 17,869 Opolskie (Opole) 21,789 Lubuskie (Zielona Góra) 15,143

883,494 180,647 86,881 95,345 79,044 80,511 58,878 49,073 39,918 41,068 33,390 31,900 25,895 23,782 27,863 18,072 11,227

1,817,533 323,240 211,938 181,346 168,469 164,198 114,942 107,196 101,540 84,551 73,336 71,768 53,064 49,982 45,732 39,861 26,370

Source: GUS (Government Statistical Office)

5.67