Outsourcing&More 37 November-December 2017 by Pro Progressio

www.outsourcingportal.eu No. 6 (37) | November – December 2017 ISSN 2083-8867 PRICE EUR 6 (INCL. 8% VAT)

Gdynia in the wake of modern business An interview with the President of the City of Gdynia – Mr Wojciech Szczurek str. 30

BUSINESS

INVESTMENTS

CAREER & DEVELOPMENT

TVP, LeasingTeam and precedented outsourcing

Łódź Creates Innovations

BSS recruitment – a great undiscovered potential

str. 46

str. 76

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INTRODUCTION

Editor-in-chief Dymitr Doktór dymitr.doktor@proprogressio.pl @DymitrDoktor

Dear Readers, Here in your hands you can find the last Outsourcing&More edition prepared in 2017. We meet again in January 2018 when we will deliver you Magazine in new format. In current edition we have collected for you a number of publications describing business and its direct as well as indirect environment from public sector, HR, Consulting and Real Estate companies. The main interview we have run with Mr. Wojciech Szczurek – the Mayor of Gdynia. We have discussed the business potential and investment attractiveness of Gdynia City, where on January 25th, 2018 The BSS Forum and The Outsourcing Stars Gala will be organized by Pro Progressio. The BSS sector during last two months had many business events. Some of them had critical impact on the business trends and were very interesting from the perspective of public and private sector organizations. Within the group of the events we write about on our pages you can find the descriptions of the BSS Tour events, Economy Forum from Lodz and GOA – the grand opening ceremony or ARGON office building in Gdansk. In the city section we have focused on R&D – the industry with growing presence across Poland and Europe. We also have publications from Lithuania, Ukraine, Romania and Bulgaria with the most recent news from those countries. In HR section you can find the interview with Ms Andzelika Majewska, the Vice President of LeasingTeam, who talks about the outsourcing and body leasing in Polish Television. This time on Outsourcing&More pages we have more HR publications. On our pages you can find Monika Reszko article about three manager’s myths and Randstad who describes great undiscovered potential of recruitments in BSS. I also encourage you to read the PwC publication, whose authors convince those are people who run the business strategies and not systems or processes. The publication is interesting, having in mind we are living already in the world on robotics and automation.

Managing Editor Kamila Czyżyk kamila.czyzyk@proprogressio.pl DTP Dariusz Skuza Advertising reklama@outsourcingandmore.pl Published by PRO PROGRESSIO Editorial address ul. Sobieskiego 104/29 00-764 Warszawa www.proprogressio.pl

P: +48 22 213 02 45 F: +48 22 213 02 49 editor@proprogressio.pl www.outsourcingandmore.pl Print Drukarnia Jantar Legal support "Chudzik i Wspólnicy" An electronic version of the Magazine see the website www.outsourcingandmore.pl Selected photos come from shutterstock.com website Circulation 3,000 copies All rights reserved. No copying, reproduction or photocopying allowed without written consent of the publisher. The views expressed in this publication as well as the content of the adverts are not necessarily those of the editor. Partners

Those are of course not all articles you will find on Outsourcing&More pages. We have many more for you. Dymitr Doktór, Chief Editor AUTHORS Wojciech Szczurek • Marcin Witkowski • Cezary Lewiński • Ewelina Adamus • Aleksandra Stelmach-Gryszka • Andżelika Majewska • Aleksandra Pocheć • Maria Muszyńska • Ruta Labalaukyte • Loredana Niculae • Magdalena Celemer • Anna Chudyka • Monika Reszko

Outsourcing&More | November – December 2017

INDEX

BUSINESS

Market News

V Green Light for BSS in Opole

INDUSTRY 4.0: How to accelerate in the fast lane of the next industrial revolution On September 28-29, 2017, the city of Plovdiv hosted one of the largest International business forums in Bulgaria – "INDUSTRY 4.0: How to accelerate in the fast lane of the next industrial revolution". The fifth edition of Green Light for BSS in Opole conference has been organized on September 19th. This is already fifth time, when Opole City has summarized the development of modern business services. This time the event took place in Opole Philharmonics and was attended by 150 delegates.

Argon – the office calling card of Gdańsk

New SSC business challenges were discussed in Poznan

Legal protection of the results of research and development activities

It is no surprise that there is a growing amount of financial means and increased number of human resources involved in research and development. The aim of the herein paper is to discuss basic instruments of protection of the results of R&D activities in the light of Polish law.

The Idea of Multi-lingual Call Centre

Flow at work – Factors determining the optimal experience at work

On October 18th in Poznan’s IBB Andersia hotel another conference from the BSS Tour cycle took place. The event organized by Pro Progressio was attended by over hundred of delegates, who exchanged opinions and discussed the newest trends and challenges the Shared Service Centres face nowadays.

X European Economic Forum – Lodzkie 2017. Conclusions and prospects

A record-breaking number of more than 3,000 registered participants, more than 30 debates and discussions, 2 plenary sessions, representatives of the regional business awarded in 6 categories of the “Strong in Business” contest, plus more than 100 experts: scientists, business people, journalists and representatives of the business environment institutions – all of this in just in 2 days.

Nearly 350 people representing the property sector, tenants, local government and business institutions took part in the Grand Opening of Argon, the 3 stage of the Alchemia business centre. The event, held on the 7th floor of the Argon building (12 October 2017), featured numerous culinary attractions and artistic performances.

Elation, inspiration and total absorption – these words are very often used to describe the state of flow. In terms of working, the flow state is exceptionally valuable. Flow is accompanied by employees’ great commitment, which contemporary companies consider a key aspect for achieving their market success.

People transform your business – not systems and processes!

Why most Continuous Improvement initiatives in business services fail to bring satisfactory results?

Gdynia in the wake of modern business

An interview with the President of the City of Gdynia – Mr Wojciech Szczurek. Outsourcing&More | November – December 2017

INDEX

TVP, LeasingTeam and precedented outsourcing

Gdynia – a Smart and Innovative City

Interview with Andżelika Majewska, Vice President of the LeasingTeam Sp. z o.o. Board.

Report: Poland in the eyes of foreigners. Advantages and disadvantages of living and working in Poland In 2017, Gdynia, as the first city in Poland and Eastern Europe, received a smart city certificate according to the ISO 37120 standard. This is a confirmation of the fact that Gdynia keeps monitoring the quality of life, with smart technologies supporting this process.

Research and Development Initiatives in Kielce. Building Technological Advantage INVESTMENTS

Investment News

Want your business to grow? You need to research! How is R&D in Pomerania? Research and development is one of the most important elements in the process of building a knowledge-based economy for the Pomeranian Region. This is why it’s so important to ensure the right conditions for doing business by companies.

Medical technologies – potential for healthcare sector Healthcare sector always operated in the environment of high uncertainty. While traditional sector players are looking for new business delivery models, new entrants and medical tech startups are shifting the sector to consumer centric solutions empowered by technologies.

Romania’s spending on R&D is estimated to grow from 0.5% of GPD to 2% in the near future

Businesses conduct R&D actions for many reasons, but the most important one is to develop innovative products that will lead to further marketsand opportunities.

Nowadays, research and development (R&D) initiatives resulting in the emergence of innovations on the world market are the core of modern economic growth strategies, business development and creation of wealth in countries.

Opole bets on R&D Since Science and Technology Parks have a specific nature, it is necessary to subordinate and combine other actions, including integration of scientific community, by building strong relations reflected in the implementation of targeted R&D projects. Over a short period of time, it was possible to implement a few projects in the Science and Technology Park in Opole.

Research and development potential of Poznań

Poznań belongs to the strongest Polish centres of significant scientific and research potential. The strength of the city is the availability of highly qualified staff, well prospering technology parks as well as innovative technical facilities of universities in Poznań.

Rzeszów – excellent location for R&D centers

In terms of R&D activity – the capital of Podkarpacie seems to look very impressive. R&D activities concentrated in the ultra-modern facilities of companies such as Pratt&Whitney Rzeszów, ML-System, MTU Aero Engines Poland, Borg Warner Poland, Fibrain, D.A. Glass, OPTeam or Nestle (NQAC) affects significantly the rising rank of the city of Rzeszów on the economic map of Poland and Europe.

Łódź creates innovations

Innovative products and services push forward local economy, therefore, research and development activities are nowadays an indispensable element of strategy of the companies which wish to develop in a competitive market.

CAREER & DEVELOPMENT

HR News

BSS recruitment – a great undiscovered potential The latest report by Randstad “Advanced Business Services Sector as a Workplace,” describes what encourages or discourages people with the necessary competencies from starting a career in the BSS sector.

Working in a call centre – a job for everyone?

An example goes from the top – in other words, the 3 myths of the manager

The biggest lease contract of the first half of 2017 signed in Bydgoszcz

Reports that summarise transactions concluded in the first half of 2017 show that Bydgoszcz stood on the podium, outclassing all the other regional markets. Outsourcing&More | November – December 2017

Recruitment Ads 7

BUSINESS

MARKET NEWS First course in Poland based on The Project Management Institute Talent Triangle has started

How do we make change our ally? Without a broader view on project management it is impossible to achieve full potential and satisfaction. The first group of leaders has started their journey with Transition Manager Academy. The Transition Manager Academy is the first comprehensive project management course available in Poland that is based on The Project Management Institute Talent Triangle®. The PMI Talent Triangle® represents the skill set that organisations have defined as crucial for project managers. The programme has been designed by AgilePMO experts and organised by Kozminski University under patronage of the Pro Progressio Foundation, the Association of Business Service Leaders, and the Project Management Institute Poland Chapter. The main aim of the programme is to prepare both current and prospective project and programme managers for the management and coordination of transition and transformation initiatives. The delegates will gain core skills and competencies in managing global projects, with a focus on organisational and service transition. Importantly, it will provide participants with an understanding of the theory and practice of leadership, and the contribution that leadership behaviours make to the delivery of sustained value through transition projects and programmes. The result is the transformation of project managers to change leaders.

IT Arena IT Arena – the biggest tech event in Eastern Europe – was hosted in Lviv, Ukraine from the 29th of September to the 1st of October. During three days, international speakers from Cambridge Analytica, Amazon Web Services, TechCrunch, 500 Startups, Airbnb, Hotjar, and many more unleashed their latest experiences, technologies and business improving strategies onto the public. Next to the conference, a huge Startup Competition took place, as well as a Tech Expo and the amazing afterparty Futureland Festival. Make sure not to miss next year's edition! Block the date – 28-30 Sept 2018! http://itarena.ua!

First Industrial and Panattoni Europe merge in the UK Panattoni Europe, Poland's leader in the industrial property market, announces that First Industrial and Panattoni Europe have merged to form a new development company in the UK, named First Panattoni. The merger coincides with the company’s announcement that it has raised a first phase capital facility of L300 m to spend on new land purchases and speculative development in the UK. Established in 2009, First Industrial was one of the first new entrants to emerge from the market down turn. The company quickly established its credentials with its first deal being a 1,0 m sq. ft build-to-suit for Marks and Spencer, which at 28 m high was the largest deal by volume ever delivered in the UK. This was followed by a series of other significant projects, for occupiers such as the Co-op, Sainsbury’s, DHL and Amazon. Having now firmly established the business as being capable of delivering the country’s largest build-tosuit projects, the transformation into First Panattoni and the move into strategic scale spec development may prove very timely.

CEE-6 countries attractive to automotive companies The auto producers and component suppliers sector is very important in CEE industrial and is growing. Auto exports ranged from 4.7% of total exports in 2015 in Bulgaria, upwards to 28.0% in Hungary and 34.6% in Slovakia, growing at a regionally-weighted annual rate of 7.4% in the 2010-15 period – says Colliers International in its latest research report “The Road Kings: CEE Autos”. The key findings of the report include: Export dependency sustains take-up With CEE-6 auto export firepower of EUR 134 bn (2015) we believe that even moderate reinvestment and expansion capital expenditures are likely to sustain auto take-up in the region at over 1,1mn sqm in 2017 and c. 0,8 mn sqm in 2018. CEE-6’s competitive advantages triggering this investment are still apparent. Location drivers pivoting east The conditions for locating fresh auto supplier production remain in place in most of the region. The price of labour is very low, the availability more plentiful the farther east one travels. Our overall survey assessment is that Bulgaria and the Czech Republic are most attractive within CEE-6 for a new auto supplier, though none

of the countries score poorly. Electric cars – a short–circuit? CEE-6 autos have a high weight of internal combustion engine (ICE) production/ component supply. This dependency, most acute in Hungary and Slovakia, is likely to require addressing in the mid-term, as manufacturers shift towards electric car production globally. Opportunities for other suppliers are likely to arise, as evidenced by recent investments such as Samsung SDI’s battery plant in Hungary.

Samsung Electronics Joins the OPC Foundation to Accelerate Enabling Interoperable Industrial IoT Edge Platform

Samsung Electronics, as one of the biggest manufacturers in the world, becomes a Corporate Member for a goal of interoperable Industrial IoT edge platform powered by the OPC UA framework in its manufacturing infrastructures. Samsung Electronics has joined the OPC Foundation, a de-facto Industrial IoT organization providing data and protocol interoperability, security and reliability from its specifications and open source implementations, which are vendor-neutral and platform agnostic. As a Corporate Member, Samsung Electronics accelerates deploying interoperable Industrial edge platform into its manufacturing infrastructures relying on OPC UA framework. OPC is the interoperability standard for the secure and reliable exchange of data and information grown up in the industrial automation and other industries. It ensures the seamless flow of information among multi-vendors and platforms. More than 500 industry vendors and software developers take part in creating the series of specifications for the OPC standard and Samsung Electronics is excited to collaborate with the OPC Foundation, who is one of the top-tier standardization organizations in the Industrial IoT domains for the interoperability.

Outsourcing&More | November – December 2017

BUSINESS

Ericsson and Zenuity team up for self-driving cars The self-driving cars of today are a bit like teenagers, teaching them communicate effectively and drive safely still requires a lot of work. The process of introducing driverless cars to the Internet of Things, including infrastructure and other vehicles, is developing alongside new standards for high-performance connectivity and network security. The continuing advancement of LTE networks (leading up to advanced 5G networks) can now provide the responsiveness needed to make self-driving cars a reality. Once low latency 5G delivers the bandwidth and resilience for real-time data communication, self-driving vehicles The Nordic and DACH forums both hold the theme, “25 years will interact with the world around them in of Innovation: The Journey into the Future,” looking first at an increasingly sophisticated manner. Teleopti’s 25-year journey up to now and then at what the coming years will bring for the customer service industry. Speakers at the Nordic forum hailed from a range of leading companies including Google, Webhelp and Booking.com, as well as the digitalization expert, Beata Wickbom. The DACH forum speakers will include the customer comdirect bank, partner SHP and President of Call Center Verband, Manfred Stockmann. This year the Americas User Forum will take a new format with multiple fireside chats and panel discussions around key customer service topics such as employee empowerment, managing and measuring KPIs, and the disruption of attrition.

Ericsson IoT Accelerator Plattform is an open, cross-industry solution, but answers the specific needs of driverless cars and the connected traffic ecosystem. An example can be seen in our partnership with Zenuity, who are using IoT Accelerator to integrate in-vehicle software with onboard sensors and cloud capabilities.

Teleopti celebrates 25 years of innovation with customers and partners Teleopti, a top provider of user-friendly, employee-focused Workforce Management (WFM) solutions, this year celebrates 25 years of industry-leading software innovations for customer service support. Built on a foundation of entrepreneurial spirit, self-funding and strategic growth phases, Teleopti is proud to continue, and celebrate, its profitable development. A development that currently sees it growing at three times the market average. Marking this 25-year milestone in the company’s growth, and the customers and partners that have shaped such a progression, Teleopti is hosting multiple regional user forums this year. The forums during the fall are in three vital regions for the company: the Nordics, Americas and DACH. Each forum will keep to Teleopti’s tradition of compelling insights, tactical training and networking opportunities, but will also organize celebratory activities, including documentary films, speeches and evening entertainment.

Colliers International has been awarded the title of Best Employer by Aon Hewitt Leading commercial real estate consultancy Colliers International has been awarded the title of Best Employer by Aon Hewitt. This distinction goes to organisations that create the most engaging work environment and the program has been conducted around the world for over 20 years. The Best Employer title is based solely on the results of employee surveys. The survey results are then analysed in terms of engaging leadership, high performance culture and a reliable employer brand. Colliers International found itself among the winners with an employee engagement level of 70%. The awards ceremony took place on 25 October at the Best Employers Gala in Warsaw. The award was received on behalf of Colliers International by Monika Rajska-Wolińska, Managing Partner of the company in Poland, and Agata Błaszkiewicz, People Services Director.

Outsourcing&More | November – December 2017

QUIGLEYMEDIA forms strategic partnership with Emerging Europe QUIGLEYMEDIA announced that it has formed a strategic partnership with Emerging Europe, with the aim of promoting the Central and Eastern European (CEE) Region’s outsourcing proficiency across the UK sourcing industry, as well as other markets. The partnership will see the provision of unparalleled insight and in-depth information on the many countries within the region that currently deliver technology and/or business services to the global sourcing market. The ‘Sourcing in Emerging Europe’ programme will also provide opportunities that will make it easier for meaningful collaboration and cross-border partnerships to develop.

Artificial Intelligence (AI) is more important to IoT than Big Data insights, says GlobalData For enterprise software, operational efficiency trumps superf luous features. When it comes to optimising these applications, however, particularly for the Internet of Things (IoT), enterprises need to focus their efforts on the basics of business optimization rather than insight driven innovation. A recent GlobalData survey of 1,000 IoT professionals revealed a heavy reliance on traditional business intelligence (BI) software. 40% of those surveyed ranked business intelligence platforms well above all other means of analysing data. Unfortunately, with the broad market trend toward the democratization of data now well-established, such do-it-all BI software platforms have already given way to numerous smaller, more discrete ways of deriving value from enterprise data, be that a direct SQL query, a predictive data modeller, an autogenerated data discovery visualisation, or a live, interactive executive dashboard. The reasons for this are simple: business intelligence software is reactionary and static. Its users rely heavily upon basic reporting mechanisms that, in turn, rely heavily on laborious queries and reports – a very costly venture to both build and maintain. This reluctance to follow the broader market away from BI platforms within IoT is concerning, given a subtle shift noted in the same survey concerning when, during its lifecycle, an IoT deployment fails. In 2016, no failures were noted post-deployment. In 2017, however, that number shot up to 12%. •

BUSINESS

V Green Light for BSS in Opole The fifth edition of Green Light for BSS in Opole conference has been organized on September 19th. This is already fifth time, when Opole City has summarized the development of modern business services. This time the event took place in Opole Philharmonics and was attended by 150 delegates. The prestigious location was a great place for high level business discussions but also for the networking. In this years’ edition the organizers wanted to present the local size of the BSS industry, but also supported the discussion with presenting global experience and trends. This information has been presented by international experts who for the first time visited the Green Light conference. Among the international speakers there were Kerry Hallard – the CEO of Global Sourcing Association UK, and Elias van Herwaarden – EMEA Service Leader from Deloitte. Invited speakers and guests of the Forum, have discussed the Opole’s BSS industry, international trends and current challenges related to the employment. The fifth edition of the Forum was also the opportunity to award three of BSS companies, who run their business in Opole. In 2017 the awarded companies were:

Left: Arkadiusz Wiśniewski, the Mayor of Opole has opened the Forum.

Above: Thanks to the Event Tiger system, conference delegates had the opportunity to arrange individual meetings in dedicated networking zones.

• Capgemini – Green Light for the Leader • Stefaniani – Green Light for Newcomer • ATOS – Green light for the Business Partner

The Forum has been supported by IAOP, German Outsourcing Association, ABSL, GSA UK, Nowy Styl Group, Capgemini, CBRE, Krakowska 38, InterCar Opole, Meissner&Partnerzy, CTP and Hongbo Group. The event has been also financed by Opole City. This years’ Green Light for BSS in Opole conference has been organized by Pro Progressio within the cycle of The BSS Tour conferences. Thank you and see you next year! • Complete description of the event is available at http://www.bsstour.com/opole

Left: The BSS sector in Opole has been discussed by: PhD hab. Eng. Adam Niesłony (Opole Technical University), Mariola Komarek (opta data) Paweł Mleczko (PwC), Arkadiusz Wiśniewski (Mayor of Opole City), Marcin Nowak (Capgemini Polska, ABSL), PhD Jarosław Bogacki (Opole University). Outsourcing&More | November – December 2017

BUSINESS Left: Arkadiusz Wiśniewski, Mayor of Opole City awards Stefanini with “Green Light for Newcomer” award.

Right: Kerry Hallard (Global Sourcing Association) has presented the international view of the BSS industry.

Right: Elias van Herwaarden (Deloitte) discussing “Opole on Polish and european map of BSS”. Right: Forum’s delegates were active in asking questions.

Below: “Green Light for the Leader” award goes to Capgemini. The award is given by Maciej Wujec, the Vice Mayor of Opole City. Left: Wiktor Doktór (CEO, Pro Progressio) as the main moderator of V Green Light for BSS in Opole. Below: Paweł Boczar (CBRE) has moderated the discussion “The vision of future office in 2025”.

Right: Presentation of Krakowska 38 office building located in Opole.

Above: Sebastian Osuch from Nowy Styl Group has presented the modern office solutions. Outsourcing&More | November – December 2017

BUSINESS Right: Sebastian Osuch (Nowy Styl Group), Zbigniew Dreja (Fortress Invest), PhD hab. Eng. Jarosław Mamala (Science and Technology Park) and Marek Bajsarowicz (Krakowska 38) discussed the offices of the future in 2025.

Left: The final of the official part of the Forum was the stand-up show run by Maciej Brudzewski (Stand Up Polska). Right: About the future of HR in BSS industry the discussions were run between: Łukasz Domoradzki (Stefanini Poland), Jacek Suski (Voivodeship Job Office), Paweł Mleczko (PwC), Edyta Janas (Randstad Sourceright).

Right: Jan Banasikowski (CBRE) has presented the main challenges in Real Estate industry.

Left: During the evening the guests were invited to open bars to get their green drinks.

Right: Inter-Car Volvo has been one of the sponsors of the conference.

Outsourcing&More | November – December 2017

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Selected Partners and Sponsors powyżej: Sebastian Osuch z Nowy Styl Group przedstawił nowoczesne rozwiązania biurowe.

BUSINESS

New SSC business challenges were discussed in Poznan On October 18th in Poznan’s IBB Andersia hotel another conference from the BSS Tour cycle took place. The event organized by Pro Progressio was attended by over hundred of delegates, who exchanged opinions and discussed the newest trends and challenges the Shared Service Centres face nowadays. In the group of event Partners there were members of Pro Progressio Club – great consulting companies 4Synchronicity and Adaptive SAG, who on daily basis support a range of optimization and transformation processes within SSC industry.

The event organizers have focused on high level of know-how. The Forum has been opened with the discussion concerning shared services strategies. During the discussion, speakers focused on transactional processes, as well as evolution to specialized centre of excellence and analysis. During the other discussion panels, the speakers took under analysis the potential limits the SSC industry may come to in the nearest future. Those limits are related to salaries, automation and

process optimization. Discussion allowed to think about further development phases of SSC operation centres in Poland and other countries. The second half of the Forum, has brought the tips and hints of building the GBS model as well as strong focus on operation side of SSC. The final point of the Forum was the speech of the Forum’s special guest – Mr. Serge Librot, who came from Brussels and represented IAOP European Outsourcing Council, talking about robotics, automation and AI.

The conference, as others run by Pro Progressio within the BSS Tour cycle, has been run in Polish and English. The Honorary Patronage was given by Polish Trade and Investment Agency and in the group of Partners there were City of Poznan, Adaptive SAG, 4Synchronicity, German Outsourcing Association, Scandinavian-Polish Chamber of Commerce, Nowy Styl Group and Vastint. The complete event description is available at http://www.bsstour.com/poznan/

Right: Sponsors of the Forum – VASTINT and Nowy Styl Group.

Below: Wiktor Doktór (CEO, Pro Progressio) officially opened the BSS Tour conference in Poznan. Above: The networking areas were occupied very often.

Left: Katarzyna Sobocińska (City of Poznan) has presented the Poznan’ s business potential for BSS industry.

Outsourcing&More | November – December 2017

BUSINESS

Right: The most important momemt at networking session – building new business relations.

Above: SSC strategies discussion panel. In the picture: Michał Bielawski (Adaptive SAG), Radek Mierzejewski (DFDS Polska), Marzena Kardas (Infosys), Rafał Drygała (OpusCapita), Krystian Bestry (Adaptive).

Right: The SSC strategies were discussed by Radek Mierzejewski (DFDS Polska).

Below: Sebastian Osuch (Nowy Styl Group) has presented the current trends in managing the space at office areas.

Above: Tom Quigley (Emerging Europe) has moderated the discussion panel “The Roof”, where are the limits. Above: About automation and process centralization the discussions were run between: Tom Quigley (Emerging Europe), Michał Młynarczyk (Devire), Violetta Małek (KPMG), Krzysztof Herdzik (You Can Business), Artur Skiba (Antal), Rafał Olejniczak (3M GBS).

Right: Szymon Stadnik (FRISTA) has been presenting his best experiences related to SSC transformation.

Right: The Forums’ delegates were actively asking questions to the speakers. Outsourcing&More | November – December 2017

Right: Mariusz Szałaj (4synchronicity), Anna Nizio (4Synchronicity) and Paweł Płocki (Oriflame) discussed the GBS construction models.

Left: VIP Speaker – Serge Librot (IAOP) has presented the differences between AI and RPA.

BUSINESS

X European Economic Forum – Lodzkie 2017. Conclusions and prospects A record-breaking number of more than 3,000 registered participants, more than 30 debates and discussions, 2 plenary sessions, representatives of the regional business awarded in 6 categories of the “Strong in Business” contest, plus more than 100 experts: scientists, business people, journalists and representatives of the business environment institutions – all of this in just in 2 days. This is the X European Economic Forum Lodzkie 2017 in a nut shell. The participants had an opportunity to meet representatives of many business sectors and circles and find new inspirations.

The jubilee economic summit of the region took place on 16 and 17 October 2017 at Vienna House Andel’s Lodz. As a special guest, Marshal of the Lodzkie Region, Witold Stępień invited Günter Verheugen, former European Commissioner for Enlragement, who had been responsible for the membership negotiations with Poland. In his speech during the opening session of the X European Economic Forum Lodzkie 2017, he addressed the current crisis situations in Europe and the problems of globalisation. He emphasised that united Europe, speaking with one voice, still remains the optimum model for our region. – The time of conflicts we are struggling requires international collaboration and good regional cooperation. Globalisation is not something that has been imposed on us–we were fighting for free markets, the free flow of capital. We created globalisation ourselves. We need to focus on our strengths, abilities, science, innovation. We have to speak in one voice, face challenges in the neighbouring countries together, specify a common standpoint towards what is happening on other continents. We shall not achieve this, if we do not implement major changes. They are not ready yet, but a political dialogue is required here. Europe needs vision, confidence and

commitment – said Günter Verheugen in Lodz on 16 Octoder 2017. Other guests of the devbate were Henryka Bochniarz, President of Confederation Lewiatan, Prime Minister Włodzimierz Cimoszewicz and Mr. Adam Pers, Managing Director for Financial Markets at mBank.

Forum participants were also talking about their everyday experience and problems. The topics discussed included the competitive strength of Polish civil engineers, arbitration as a dispute solving method, the co-operation between local governments and business. Furthermore, business ethics, the life-work balance The prospects of the banking sector and family business problems were in Poland in the face of the growing among those of very special interest competition from Fintechs – finance to participants. companies whose activity is based on new technologies – were discussed at Such a diversity of topics attracted the plenary session on the second day of representatives of many different the X European Economic Forum Lodzkie business groups to one place, thereby 2017. Eminent alumni of the University of enabling them to establish new, Lodz–University of Lodz – the incubator valuable relations. The delegates could for finance and banking leaders – joined also find out about the prospects associated with the possibility of the debate. EXPO 2022 to be organised in Lodz. Now, LODZ DEBATES ABOUT a few weeks before the final settlement, Hanna Zdanowska, Mayor of Lodz, ENTREPRENEURSHIP Finance 3.0, 5G for Lodz, the fourth encouraged them to support the city as industrial revolution and what it means a candidate to host the exhibition. for business – these topics related to business of the future attracted LODZ BUSINESS ACES much attention during the X European The “Strong in Business” awards of the Economic Forum. Many of the debates Lodzkie Region were presented during referred to potential new markets for the X European Economic Forum Lodzkie companies from the region. These 2017. The most active and successful included the new Silk Road, which businesses whose innovative projects are crosses the Lodzkie Region, exports of recognised and appreciated by partners goods and services to Asia and Africa and in Poland and abroad were distinguished relations with Hong Kong – a business in six categories. Fasada System was the company found to be strongest in gate to China. Outsourcing&More | November – December 2017

BUSINESS exports dynamics. Tap to Speak was the best among start-ups. The “EU project with a potential” award went to BUKPOL Jagodziński, a company specialised in CNC machining, for the project “Modern technology for the drilling head vibration control”. The “Active Entrepreneurship” title was awarded to BSH Household Appliances. Agrecol, a leader in the sector of organic fertilizers and plant health products, was honoured with the special award of the Marshal of the Lodzkie Region. Furthermore, an audience award was granted. Most votes in the on-line voting open between 2nd and 13rd October, went to the lingerie manufacturer Corin for its product “A Perfect Brassiere – VIRGINIA 17871”.

Right: Marshal of the Lodzkie Region, Witold Stępień.

The X European Economic Forum Lodzkie 2017 was organised by the Lodzkie Region. Owing to the funds provided by the European Union (the European Regional Development Fund) and by the Lodzkie Region local government (We Are Changing Lodzkie with the European Funds), the event attendance was free of charge. •

Right: Special Guest, Prof. Günter Verheugen.

Above and right: Speakers at opening session.

Right: Laureates of the gala “Strong in Business”. Outsourcing&More | November – December 2017

BUSINESS

IT Arena 2017 Reinventing the Future with AI and Big Data From the 29th of September to the 1st of October, the largest tech event in Eastern Europe - IT Arena took place in Lviv. The conference has the largest number of participants in Ukraine. This year, the conference gathered over 2,000 participants at Arena Lviv stadium. Among them: speakers from the world’s leading companies, top management of Ukrainian and foreign IT companies, local and international media representatives, investors, startups, IT experts and IT students.

Right: Stepan Veselovskyi, CEO of Lviv IT Cluster.

Below: Yaroslav Azhnyuk talked about how to build global companies outside of Ukraine.

The official opening ceremony of IT Arena surprised all the attendees, as it happened without a traditional host. The conference was opened by Arina, a women's computerized face and synthesized voice, in honor of the conference. The main organizers of the conference gave the most inspirational speeches during the opening ceremony – Stepan Veselovskyi, CEO of Lviv IT Cluster; Andrew Pavliv, Supervisory Board Chairman at Lviv IT Cluster, CEO & Co-Founder at N-iX; Ruslan Zakharchenko, CEO at Eleks; representatives of Lviv IT School and Startup Depot; and partners and sponsors of IT Arena. After the official opening ceremony, a real marathon of speeches started in three different streams–business, technology and product. The technology stream started with a speech by Martin Woolley, from Bluetooth SIG. The business stream began with a speech by Kerry Hallard from the Global Sourcing Association, dedicated to outsourcing, and the product stream kicked off with Martin Eriksson from Mind the Product with lifehacks and tips on how to build a successful team to create a product. “Every year, IT Arena is growing. Not only the number of attendees from Ukraine and other countries keeps getting bigger, but also the quality gets better. This year, more than 90 outstanding speakers joined our conference, each of them experts in their fields. I'm very proud to see them here in Lviv. Our event is getting worldwide attention, which is very special to us and

our citry. Lviv is slowly becoming a center for technology and the IT industry in CEE and we still have big plans and ideas for the future.” – Shared impressions Stepan Veselovskyi, CEO at Lviv IT Cluster. In the afternoon, the Startup Competition kicked off. More than 100 startups applied for the competition, and the best 30 gave their best during the pitches at the Startup Competition. After their presentations and questions from jury members, the top 11 among them were selected: Senstone, GameTree, Bright Advise, BotMakers, EVE.Calls, Octogin, Cards, AxDraft, CertChain, IRAengine, and Docsify. These startups were able to present their ideas the next day on the main stage of IT Arena. Among the speakers giving speeches on the first day of IT Arena – Julien Simon (Amazon Web Services), Andrei Karol (Cardiolyse), Jonathan Vella (Hotjar), Eugene Borukhovich (Bayer), Patrick Newbery (GlobalLogic) and many others. “I’m proud and happy N-iX has joined IT Arena 2017 as co-organizer. This year we’ve set the goal for the conference even higher – whether it is thinking over the concept, or inviting speakers and discussing possible topics with them. And the best thing about it is that request for such effort comes from the community. In my opinion, we became more confident and daring, and this could only mean one thing – we are changing ourselves, the environment, and Lviv is becoming that innovative hub, we claimed it to be” – Comments Andrew Pavliv,

Outsourcing&More | November – December 2017

BUSINESS Supervisory Board Chairman at Lviv IT Cluster, and CEO & Co-Founder at N-iX. The first day finished with Tech Lounge, an executive after party at the recently opened Sheptytsky Center (UCU). All speakers, organizers and executive ticket holfers had the opportunity to network in a more informal atmosphere. At the same time, all other participants were able to visit the after party at FestRepublic club. WE USE BIG DATA TO BETTER UNDERSTAND AUDIENCES. THE RIGHT MESSAGES REALLY CAN CHANGE PEOPLE’S BEHAVIOR

Alexander Nix, the keynote speaker of IT Arena, opened the second day of the conference. He was the most anticipated speaker and attracted participants from all over Ukraine and other countries to visit the conference. Alexander Nix, CEO at Cambridge Analytica, introduced Big Data's approach to electoral and commercial campaigns. Cambridge Analytica shows that technology and scientific research affect each and every one of us, because – according to Alexander Nix – the huge amounts of Data allows to understand groups and individuals better, and therefore, predict their next step. Behavioral Science, Big Data and targeting are used by Cambridge Analytica in their projects and have been proven successful.

Right: The business stream continued with Mike Butcher, Editor-at-Large at TechCrunch, the globally known tech media giant.

Below: The opening ceremony surprised all attendees by presenting AI host Arena.

The business stream continued with Mike Butcher, Editor-at-Large at TechCrunch, the globally known tech media giant. His speech demonstrated how businesses start to use Artificial Intelligence and how it is already changing our lives, the way we live and the space we live in. Next, Yaroslav Azhnyuk, the founder of the most famous Ukrainian startup Petcube, told the inspirational story of building his startup as well as shared tips on how to grow disruptive businesses out of Ukraine.

Above: Alexander Nix, the keynote speaker of IT Arena, opened the second day of the conference.

Rachel Sibley from Leap Motion talked on the technology stream about Virtual and Augmented Reality. Ukrainian-born, Allan Grant, talked about his personal failures on the way to success. Below:

“It was a pleasure for us, as for the IT IRAengine, Senstone and Docsify were Arena co-organizers, to connect the leading the big winners of the Startup Competition. experts in the tech scene with the audience of more than 2000 attendees. We believe that this year’s conference provided all participants with practical knowledge and actionable tools that will be further used within real world projects.” – Says, Ruslan Zakharchenko, CEO, Eleks. The main stage of the conference also hosted the Inauguration Ceremony of Lviv IT Cluster’s degree programs – IoT and Artificial Intelligence programs Outsourcing&More | November – December 2017

BUSINESS at Lviv Polytechnic and Data Science & Intelligent Systems at Ivan Franko National University of Lviv. Rachel Sibley gave a motivational speech for all attending students and talked about the IT industry and challenges for IT professionals. The Startup Competition Awards closed off the conference on the main stage. The best among them were announced by the jury members. The Best Pitch went to IRAengine – an alternative marketplace with intelligent agent for automation of conversational sales and marketing calls. They received an invitation to the Slush 100 Pitching Competition. The Best B2C–Senstone, a voice tracker that lets people capture their thoughts and life experiences on the go in just a finger snap – won an invitation to the Seedstars Ukraine national finals. The Best B2B–Docsify, a G-suite tool that helps salespeople to take only right sales actions based on recipient’s behavior, won an invitation to the The Next Web’s Bootstrap Program. The incredible second day after party – open air electronic music party Futureland Festival – took place right on the stadium field. In addition to the participants of the conference, the festival was attended by over 2,000 fans of electronic music. In spite of a (very) cold autumn night, the whole stadium got heated up by Cassius, real stars of the European electronic music scene, as well as Ukrainian musicians Cape Cod, SE62, Pahatam. How to attend everything? 28 meetups and 9 locations during the 3rd day The third day of IT Arena was untypical for the tech conference. 28 meetups took place in 9 different locations in the historical part of Lviv. The participants had the opportunity to gather in small groups and discuss concrete topics, and first time visitors of the city had an opportunity to see the historic city center of Lviv with its cosy restaurants and cafes.

IT Arena in numbers:

2300

138

Participants

Journalists

Speakers

Startup finalists

Meetups and 9 locations on the 3rd day

Volunteers

40 Hours of networking

IT Arena organizers: Lviv IT Cluster, ELEKS, LITS, Startup Depot, N-IX Main Partner: BMW Exclusive Smart Partner: Mastercard Exclusive Financial Partner: KredoBank Exclusive Cloud Partner: Grid Dynamics Exclusive Consultancy Partner: Deloitte Exclusive Software Engineering Partner: Intellias Exclusive Development Partner: Парус Exclusive Lounge Partner: IQOS Exclusive Flight Partner: Turkish Airlines Exclusive Emotion Partner: “!FEST” Holding of Emotions Exclusive Partners: Veon, Atman, SoftServe, CoreValue, Invest in Lviv General Partners: GlobalLogic, Ciklum Gold Partners: Conscensia, PLVision, Sigma Software, EveryMatrix, LvBS, Luxoft, Perfectial, Infopulse, Nowy Styl Group Silver Partner: Microsoft Ukraine Tech Lounge Partner: Hennessy Hospitable Partners: Ramada, Ibis, Astoria, Kavalier

The third day finished with a lovely street party on one of the downtown squares, with great music and drinks. Many thanks to all the organizers, sponsors, partners, speakers, journalists, participants, and volunteers to make this amazing edition of IT Arena happen. •

Outsourcing&More | November – December 2017

WE CREATE WORKSPACE SOLUTIONS THAT LEAD TO PROSPERITY AND WELLBEING.

W W W. K I N N A R P S . P L

BUSINESS

The event gathered more than 40 speakers in different fields – from education experts, through decision makers from institutions such as European Commission, European Investment Bank and World Bank Group to the well-known global leaders as Google and Microsoft. The participants that highly contributed to the whole event are top business representatives and consultants from Belgium, Poland, USA, Germany, Luxembourg, Netherlands, Switzerland, Romania, Turkey and Bulgaria. They presented both practical advices for the business and their vision of What’s next? More than 350 people attended the two-day forum. The main topics were:

• Top 5 Business Forecasts for the Future of Industry • The education and skills of the new era: new ways of learning and the new ways of working • The Digital Revolution and New Business Models • Where is Bulgaria on the European industrial map • The role of the state in promoting economic growth and innovations • Industrial automation/the digital factory • Outsourcing strategies for the modern industry

Mark Nicklas, Head of Unit "Innovation Policy for Growth“, European Commission – “We must authorize the people so that they can adapt to this transformation. … We have to transform the industry, so it will become smart, innovative and stable.”

Dr. Arup Banerji, Regional Director for the European Union countries for the World Bank Group, about the new opportunities of Industry 4.0 – “It is important to understand that this is the future we already live in. The cost of the human labor will not fall, but the price of technology (what machines can do for one euro) falls dramatically. More and more processes, especially routine processes, will be automated. That is why the role of a man will be reduced. The best example: iPhone. It is made mainly by the Chinese company Foxconn. Foxconn had hired millions of workers, but now they are turning to factories that are almost entirely robotic – less than 10,000 people are supervising the work of hundreds of thousands of machines.”

Maciej Bazel, Management Consultant at A.T. Kearney – "Digital technologies have two levels of perception. The first is how we can do the things we usually do better. The second is the realization that we can do new things with them." • Outsourcing&More | November – December 2017

BUSINESS Left: Audience. Right: Bulgarian Deputy Prime Minister & Arup Banerji from the World Bank. Below: Ivan Totev – Mayor of Plovdiv. Right: Gunnar Muent – Director of the Innovation and Competitiveness Department at European Investment Bank. Below: Panel 1. Policy makers.

Right: Panel 3. Joseph Shetty from Soltec. Below: Prof. Ahmed Busnaina – leading nanotechnology expert, Boston.

Above: Panel 4. Disrupting technologies and new business models.

Left: Panel 6. Outsourcing Destination. Outsourcing&More | November – December 2017

BUSINESS

Argon – the office calling card of Gdańsk Nearly 350 people representing the property sector, tenants, local government and business institutions took part in the Grand Opening of Argon, the 3rd stage of the Alchemia business centre. The event, held on the 7th floor of the Argon building (12 October 2017), featured numerous culinary attractions and artistic performances. The Grand Opening also provided an opportunity to officially announce the construction of NEON, the final stage of the Alchemia complex.

– The Tricity office market is growing rapidly, just like it is doing in other large cities. I am very content that, as a local commercial developer, we have been a huge part of this developing market from the very beginning. Following the completion of Argon, we have delivered over 100,000 sq. m of modern office space to the Tricity market – we can thus claim to have created over 20% of modern office space in Gdańsk. What is really important to us, as a local developer, isn’t just the statistics, but rather knowing that our high-quality, technologically advanced buildings will continue to support Tricity business for decades to come – Sławomir Gajewski, Torus (Alchemia developer) Chairman of the Board, said.

Right: Małgorzata Dobrowolska, Torus company owner.

FISZ LIVE IN CONCERT AT THE GRAND OPENING OF ARGON

Office buildings are an inseparable part of the contemporary urban landscape. During the Grand Opening of Argon, Torus (the property developer of Alchemia) allowed its guests to experience this literally, “letting” into Alchemia a number of different urban features and environments, all on the 7th floor of the building! These included the Old Town zone, imitating the iconic historical areas of Gdańsk (with its own mural), as well as the Park, Urban, Industrial and Restaurant zones. The official part of the event was hosted by Wiktor Doktór, President of the Pro Progression foundation, which supports the business services sector in Poland. Later on, the guests were invited to sample delicious seafood cuisine during the Live Cooking Experience. Afterwards, the Urban Zone delivered quality entertainment with numerous dance and flag performances. Topping off the evening was Fisz Emade Tworzywo live in concert, after which the guests were free to mingle, dance and enjoy themselves, well into the night.

Right: Sławomir Gajewski, Torus chairman of the board. Outsourcing&More | November – December 2017

BUSINESS

Outsourcing&More | November â&#x20AC;&#x201C; December 2017

BUSINESS THE REAL STAR OF THE EVENING

Argon is the most prestigiously-situated stage of the entire complex, located at the intersection of al. Grunwaldzka (a major Tricity road) and ul. Kołobrzeska. Argon features 14 floors laid out in a distinctive H-shape. It’s total Gross Leasable Area (GLA) is approx. 38,000 sq. m, with 36,000 sq. m of office space. According to the latest data from consultancy firm Jones Lang La Salle (JLL), the current supply of modern office space in Tricity amounts to 618,500 sq. m, with the recentlyfinished Argon (Alchemia III) accounting for 5% (36,000 sq. m). It is worth to point out that for the above Tricity figure, Gdańsk has the lion's share, with over 501,000 sq. m od space (74%). Each office floor of the building offers 3,000 sq. m of space and a ceiling height of three metres, which is a rare sight in the Tricity region. Current business “Argonauts” include Lufthansa Systems Poland, Luxoft, Grupa Wirtualna Polska, ING Bank Śląski and Damen Engineering, as well as Torus, Alchemia’s property developer.

– We are currently over 50% lease capacity. More lease negotiations with clients are underway – Marcin Piątkowski, Torus Leasing Director, said.

The official opening of Alchemia III featured extensive building illumination. Argon has been fitted with LED-light bars, allowing for the display of a wide range of lights-based text or animation, rendering the building truly unique after dark. The “lighthouse” base of the building draws the most attention from passers-by. There will also be a pedestrian throughway with minor landscaping, situated between Alchemia III and the upcoming Alchemia IV.

The ground floor of the building is designated for retail services. There will be 11 retail outlets occupying approx. 1,700 sq. m of space, including nine eat-in and takeaway shops. These include wellknown brands like Starbucks, Subway and Gorąco Polecam Nowakowski, as well as new brands, including Sugoi Sushi, It is worth pointing out that Argon Alchemia Wina and ENJOY food&life. received its occupancy permit two Joining them will be a bank. months ahead of initial schedule.

Outsourcing&More | November – December 2017

BUSINESS NEON – THE FINAL ELEMENT OF ALCHEMIA

Neon is the next – and final – element of the Alchemia complex. Like its predecessor, Argon, Neon will be H-shaped, but with two separate shafts per floor. This will allow allocating up to eight tenants on each office floor. From an architectural point of view, Neon will feature the best of Alchemia’s design features, including Alchemia I & II’s pylons and colourful mesh “neckties” and Alchemia III’s ceramic fittings installed on the façade of its first three floors. Neon will deliver to the market a total of approx. 35,400 sq. m of leasable space, with 33,700 sq. m of office space and 1,430 sq. m of retail space on the ground floor of the building. Each office floor will offer,

on average, approx. 3,040 sq. m of space, though there will also be smaller office modules on offer (from approx. 300 sq. m). The project envisions the creation of 322 carpark spaces located on four levels (-2, -1, +1, +2), as well as 325 spaces for bicycles. The retail and services section of the complex is likely to be expanded to include additional dining/take-away shops and a preschool with over 400 sq. m of space. Construction of Alchemia IV has officially begun. Completion (receival of the occupancy permit) is projected for September 2019. •

Outsourcing&More | November – December 2017

W W W. BSSFO R UM .CO M

BSS experts will moor in Gdynia 2017 Foundation Pro Progressio opened in Lublin with an innovative event – The BSS Forum. 350 guests from over a dozen countries, speakers from global companies, Polish service providers, as well as representatives of HR, IT, telco, automotive, Real Estate, Special Economy Zones and many others had the opportunity to run the top quality discussions. The event was conducted under the name "We Know How" and on the one hand summarized the year 2016, and on the other set out the trends and visions for the coming months.

conferences run within the cycle of The Poland BSS Tour series. According to the announcements, the cycle was already realized in Bydgoszcz, Gdansk, Opole and Poznan and the last event – II Polish-Ukrainian Outsourcing Forum in Rzeszow will take place on November 22nd, 2017. Each of the events has been focused on another topic and largely responded to the needs articulated by the participants of The BSS Forum in Lublin. IT, Work Life Balance, New Challenges for Shared Service Centres were the main topics in this year's BSS Tour.

As 2017 has demonstrated, many of the described trends and visions have found a place in the business reality that the BSS industry has faced. Foreseeing further growth in the area of foreign investment, the endless demand for IT workers, the work life balance and the ever-stronger opening of German-speaking markets to nearshoring, are just some of the trends that have strengthened in the year, which is just coming to an end.

In a few weeks from now, the 2018 begins. A year full of new challenges, trends and expectations. Political, economic and legislative changes will have an increasing impact on the outsourcing and business services sector not only in Poland but also in Europe. By continuous analysis of the industry realities and its’ needs, Pro Progressio will be performing the BSS Forum for the second time. This time, the theme will be "Rock Your Business". "Rock" – in this case interpreted as a musical theme – a hit, a loud presence in the world of many industries, being visible on the stage; as well as meant as the stone from which previously unseen shapes are being cut from, is to show how much is still ahead to be done. On the one hand, loudly present current accomplishments, and on

The BSS Forum has proved that in Poland there is still a place as well as the need to organize events at the highest quality level and this need is not decreasing yet. Pro Progressio during The BSS Forum announced that the continuation of this event will be the realization of several

the other, start to explore undiscovered and thus identify the 2018 curses. Some of them are already visible – changes in personal data security, international delegation of employees, further process transformations, robotics, evolution of omnichannel and the growing popularity of the CEE region as destination for modern business services – these are just some of the important issues that will be discussed over the next twelve months and will provide a space for discussions at The BSS Forum. "Rock Your Business" will open the year and launch the series of new The BSS Tour cycle, which will take you to other Polish cities. The topics of the conference cycle will be presented as the conclusion of The BSS Forum, which will be organized in Gdynia on January 25th, 2018. The Forum will be a full-day conference event with a series of discussion panels, presentations and workshops and will end in the late afternoon. The fifth Outsourcing Stars Gala will be organized on the same day. During the evening Outsourcing Stars Awards will be given to the most dynamically developing companies and institutions co-operating with the BSS sector in Poland. You are welcome to meet us in Gdynia on January 25th, 2018!

BUSINESS

GDYNIA IN THE WAKE OF MODERN BUSINESS An interview with the President of the City of Gdynia â&#x20AC;&#x201C; Mr Wojciech Szczurek

In the coming years, Gdynia will host investments expanding the office space area of the highest standard.

Outsourcing&More: For many years now, Gdynia has not been operating as merely a port city, but has been successfully growing economically across the entire metropolitan area. What can the new entrepreneurs count on if they are interested in developing their economic activities in Gdynia? Wojciech Szczurek: I would rather say Gdynia is treated as a city which is not only a port. Gdynia is still one of the most important ports in Poland, and the maritime industry dominates among business sectors in the city. We are definitely still in with the sea. But we are not limited to the sea. Gdynia is a great supporter of business endeavours, both on a large and smaller scale. All entrepreneurs and investors (sole proprietors, company representatives, etc.) willing to operate in Gdynia can count on our help. We offer support at each stage of your business activity, from advising the best location for your investment, through facilitating your paperwork and assisting at the beginning of operation to successful cooperation when the company builds its momentum.

Outsourcing&More | November â&#x20AC;&#x201C; December 2017

BUSINESS

Outsourcing&More | November â&#x20AC;&#x201C; December 2017

BUSINESS One example is the idea of a “single service desk” in the Gdynia Business Support Centre, where all the paperwork regarding the set up and operation of your business can be completed at this single service desk. The outcome of this innovative idea is the increased number of sole proprietors operating in Gdynia: 250 per 1000 persons at a working age (170 is the average in Poland), and the time you need to open your business is about 20 minutes. On the other hand, ICT companies are keen to use the largest (nearly 80,000 m2) Gdynia Pomeranian Science and Technology Park in Poland with the Constructor's Park and the Baltic Port of New Technologies, where they can take advantage of state-of-the-art conference and office centres, biotechnological and electronic labs, prototype workshops and gain access to professional advice

87% of Gdynia’s residents are happy with living in the city – a result exceptional on a national scale.

Outsourcing&More | November – December 2017

BUSINESS and training. There are more than 200 companies operating on their area, and the innovative solutions developed by the companies have found customers on the Polish and international markets.

the Pomeranian voivodeship. The number of speakers of Spanish and German found in Pomerania is also above the nationwide average. Nearly 75% of the “Tri-City” residents are of a working age, which makes it a big advantage for the region.

The city also offers Gdynia Business Incubator services to support micro, small and medium sized businesses. Currently, Gdynia can offer about 200,000 m2 of office space conveniently The Business Services Sector is located near the centre of the city. becoming more and more popular in In the coming years, Gdynia will host Poland and across Europe. Investors investments expanding the office from the BPO and SSC sectors are space area of the highest standard. willing to base their operational At this point it is impossible not centres in the city. What companies to mention the Śródmieście Morskie have already decided to establish their project including several independent investments which will be developed locations in Gdynia? Gdynia and the remaining cities of within the next several years in the the “Tri-City” area (Gdańsk and Sopot) waterfront area. These projects will have already become the greatest BPO/ provide nearly 500,000 m2 of modern SSC zone in Poland. Poland has become the first in Europe and the second in the world (after India) market for the BPO/ SSC services, and Gdynia has contributed to this position in a considerable manner. Gdynia offers infrastructure that is not only modern, but also systematically developed, an indispensable factor for operating your business within the services sector as well as making key investment decisions by international companies and corporations. The economic potential of the city is enhanced by the presence of service centres of large entities offering multiple job positions for educated staff, such as: Thomson Reuters, Sony Pictures Entertainment, DNV GL, holding WNS Ltd, Geoban and Misys. Human resources as well as office space potential determine the choices the companies make in regard to location. What can you say about the staffing and office space potential of the city? Gdynia and the “Tri-City” is a large academic centre (23 higher education institutions), educating close to 100,000 students on the following universities: Gdańsk University of Technology, The University of Gdańsk, Polish Naval Academy, Gdynia School of Banking, University of Business and Administration in Gdynia and Higher School of Social Communication in Gdynia. Secondary school students in Gdynia have the highest rates of passing the matriculation exam (Gdynia – 83%, Poland – 78.5%). The investors will find a lot of young people who are currently entering the job market with excellent knowledge of languages such as Swedish, Danish, Norwegian and many others. An interesting fact: more than 50% of Nordic languages’ speakers in Poland lives in

Gdynia is a great supporter of business endeavours, both on a large and smaller scale. All entrepreneurs and investors willing to operate in Gdynia can count on our help.

office and commercial space found in an exceptional location – at the meeting point of land and sea, in the strict centre of the city. On 25 January, 2018, Gdynia will host the fifth edition of the Outsourcing Stars Gala, of which Gdynia is the main Partner. This will be an international gathering of business services sector specialists. And this is not the only business event the city is actively involved in. What conferences held in 2017 promoted the investment potential of Gdynia? What other industries, apart from the BSS, are you interested in? Gdynia’s investment potential has been confirmed by a number of independent institutions. Among many others, the editorial staff of the fDi Magazine (addressed to the investors, a part of the Financial Times group), once again awarded Gdynia with the title of “The Polish City of the Future” in the 2017/18 edition. This distinctions was presented to us at the 2017 MIPIM in

Outsourcing&More | November – December 2017

Cannes–the most prestigious real estate fair in the world. Gdynia won the main category for medium-sized cities, and two other categories: Economic Potential and Business Friendly. The investment potential of Gdynia is promoted by a series of events organized by the city, thematic conferences such as The Forum of Maritime Industry, which has been hosted by Gdynia for many years, and it also receives the most important entities and persons from the maritime industry.

The outcome of this innovative idea is the increased number of sole proprietors operating in Gdynia: 250 per 1000 persons at a working age (170 is the average in Poland), and the time you need to open your business is about 20 minutes.

Gdynia also actively participates in the greatest fair events and conferences across Europe – including yearly participation in the MIPIM fair in Cannes and Expo Real fair in Munich, where we present Gdynia’s potential to the investors. Apart from the BSS sector, Gdynia is primarily focused on promoting the broadly understood idea of Maritime Economy as well as the TSL industry. Gdynia’s origins will always remain with the port and until today the city depends on its economic function. The port in Gdynia is specialised in handling general cargo, mainly unit – loads transported in containers and loaded or unloaded within ro-ro traffic based on a developed multimodal interconnectivity network and supply base. There are 200 companies specialised in this field in Gdynia. In addition, the booming industry currently includes 18 shipyards, as well as ship and port equipment manufacturers. The largest shipyards operating in Gdynia compete in quality, experience as well as expertise, and not price. They specialise in flagship building, marine structures, shipbuilding, offshore structures as well as modernisations and wide-ranging reconstructions.

Secondary school students in Gdynia have the highest rates of passing the matriculation exam (Gdynia – 83%, Poland – 78.5%).

Shipyards in Gdynia build ships to construct wind farm towers, research vessels, motorway construction barges, hybrid ferries powered by batteries, purse seiners and other specialised units. It is worth noting that half of all logistic and shipping companies in the region is located in Gdynia. All work and no play make Jack a dull boy. What happens outside working hours? Gdynia is well-connected within the region–S-Bahn (rapid transit system) transports you from the centre of Gdynia to the centre of Gdańsk in 30 minutes. We also have the Pomeranian Metropolitan Railway and one of the best public bus and trolley bus systems in

BUSINESS Poland – as well as transportation to other cities in Poland. Gdynia is the only city in Poland offering railway connections to all the largest Polish cities, modern trains run from Gdynia to Warsaw every hour. A1 motorway, the Tri-City Bypass and planned express routes provide good access to city roads. Investors, who wish to ensure good working conditions and as a result satisfaction with life and work to their employees will be happy to know that standards of life in the city are very high. According to the Social Diagnosis conducted by Professor Janusz Czapliński in 2015, as many as 87% of Gdynia’s residents are happy with living in the city – a result exceptional on a national scale. There are many factors that contribute to this fact. The most important ones are: the Opener Festival, Polish Film Festival, Gdynia Design Days, Gdynia Blues Festival, Globaltica, Ladies' Jazz Festival, Runmageddon, IRONMAN 70.3 Gdynia. Gdynia is the city with the cleanest air in Poland, which some time ago was not such a relevant factor, but became a very important aspect when choosing a place of residence by conscious employees, which also has a great impact on the investment. Good food catering and cultural services, many recurring initiatives, such as Walking along the Trail of Modernism or Culinary Route in the Centre of Gdynia make the area interesting and attractive at any season. Half of the area of the city is covered by forests growing in moraine hills, offering ideal conditions for walking, cycling and other after hour activities. Over a dozen kilometres of beaches and other fantastic places to take a stroll or go for a run just by the sea, such as the Bulwar Nadmorski or Skwer Kościuszki and Molo Południowe in combination with the weather that offers the greatest number of sunny days in Poland, should satisfy everyone. If you only had one sentence to encourage investors to establish their BPO/SSC centres in Gdynia, what would you say? Gdynia is a city offering a clearly defined, stable, but modern strategy focusing on specific sectors (Maritime Industry, BPO/SSC, TSL), we know what Investors expect and will assist them by providing great conditions for business activity–our city offers everything you need to be successful on the market. On top of all this we add the absolutely unique, and exceptionally high standard of life, which is the distinguishing feature of Gdynia among other thriving cities. •

Outsourcing&More | November – December 2017

BUSINESS

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WFM@innergo.pl www.innergo.pl 35

BUSINESS

Legal protection of the results of research and development activities In today’s economy, knowledge plays a key role in stimulating economic growth. Therefore, it is no surprise that there is a growing amount of financial means and increased number of human resources involved in research and development. In line with R&D market growth, we can also experience a growing importance of legal regulations, with their primary function to protect the results of R&D activities. The aim of the herein paper is to discuss basic instruments of protection of the results of R&D activities in the light of Polish law.

A patent may INDUSTRIAL PROPERTY LAW be issued for an The results of R&D activities may be invention, if such subject to protection based on the invention is new, th involve an inventive provisions of the Act dated 30 June step, and is capable of 2000 – Industrial Property Law (hereinafter industrial application. IPL). In the context of the IPL, the subject

description, by use, exhibition or any (movable and immovable property), e.g. other disclosure. Novelty of an invention machines and their parts, tools, household should be assessed globally. An invention appliances, and bridges. However, shall be considered as involving inventive procedures and production methods step if, having regard to the state of the are not the objects of tangible form; the art, it is not obvious to a person skilled in same applies to electrical, pneumatic, of protection includes the following the art. While, the industrial applicability and hydraulic systems; and amorphous intellectual property: inventions, is the case where it is possible to use the products (e.g., adhesives, ointments, utility models, industrial designs, trademarks, geographical indications, and topographies of integrated circuits. The list is exhaustive. Industrial property rights protecting the aforementioned intellectual property do not arise by virtue of the law, but are granted by the Patent Office under the conditions set forth in the law. They are limited in time, inherently territorial, transferable, and can be inherited.

Copyrights are attributable to an author irrespective of the fulfilment of any formalities. For the work to be protected, it is not required to register it in any register or identify it in any manner.

Marcin Witkowski, legal advisor in the Law Firm "Chudzik i Wspólnicy Radcowie Prawni" sp.p. www.chudzik.pl.

An invention may primarily be the result of R&D activity. The provisions of the IPL do not include the definition of an invention. Generally, it is considered that an invention is a creative and complete solution to a particular technical issue. Inventions may be in particular: machines, tools, substances, chemicals, and methods of manufacture. A patent may be issued for an invention, if such invention is new, involve an inventive step, and is capable of industrial application. An invention is considered to be new, if it does not form a part of the state of the art, namely everything that prior to the date by which the right of priority to obtain the patent (as a rule, according to the date of filling patent application with the Patent Office) has been made available to the public in a written form or an oral

invention to obtain a product or to apply solutions, and medicines). As in the case the method described by the invention of inventions, utility model is considered in any industrial activity, including to be new if, before the date by which agriculture. Thus, it comes from the the right of priority to obtain the right industrial applicability that a patent may to protection is determined, it does not be granted solely for such a technical form a part of the state of the art, globally. solution which is repeatable, which A utility model shall be deemed a useful means that it enables multiple delivery of solution if by means of the solution equal outcomes. a practical effect is attainable, expedient in the process of manufacturing or using Utility model may be developed as a result the product. Protection right may be of R&D activity (commonly referred to as granted for a utility model. a “small invention”), i.e. new and useful technical solution pertaining to the shape, An industrial design may also be a result structure or configuration of a tangible of R&D activity. An industrial design object. The objects of tangible form are is a form of a product or of its part, three-dimensional objects that may be which is new and has an individual considered separately in the surrounding character given to it especially by the Outsourcing&More | November – December 2017

BUSINESS characteristics of lines, contours, shapes, colours, product structure or material, and by its ornamentation. A product is any item produced in an industrial manner or by handicraft, including, in particular, packaging, graphic symbols, and typographic typefaces, but excluding computer software. Industrial designs may be, inter alia, forms of such products as tools and equipment, medical and laboratory equipment, structural and construction elements, pharmaceutical products, cosmetics, toilet articles and devices. An industrial design is considered to be new if no identical design has been made available to the public by use, display or any other disclosure before the date by which the right of priority to obtain the right deriving from registration is designated. Requirement concerning novelty shall be assessed globally. An industrial design is considered to be individual in character, if the overall impression it produces on an informed user is different from the impression produced by a design made publicly available before the date which determines the design priority. Right in registration is granted for industrial designs. R&D activities may also lead to the creation of the topography of integrated circuits, i.e. a solution involving spatial arrangement, expressed in any manner, of the elements, of which at least one is an active element, and all or part of integrated circuit connections. Right in registration may be granted for original topography, i.e. being an outcome of intellectual work of its creator and not known publicly the moment it is created. Obtaining a patent, protection right or right in registration grants the right to the exclusive use of a given product for profit or profession purpose throughout the territory of the Republic of Poland for the duration of the protection. The duration of the period depends on the subject of the industrial property and derives from the provisions of the law.

A work, in the meaning of the copyright law, is any result of creative activity, individual in character, recorded in any form, regardless of its value, purpose, and manner of expression. A work is solely such result of creative activity of a human, which, at least to a minimum degree, differentiates from other results of such type of activity (requirement concerning novelty). Moreover, in order for a given result of creative activity of a human to be protected as a work by the copyright law, it must also meet the requirement of an individual character. Thus, a work shall also be original. Subject to the copyright, solely the manner of expression can be protected. Inventions, ideas, procedures, methods and principles of operation as well mathematical concepts are not covered by the protection. Copyrights are attributable to an author irrespective of the fulfilment of any formalities. For the work to be protected, it is not required to register it in any register or identify it in any manner. Copyrights are divided into economic rights and moral rights. Economic copyrights give the author the exclusive right to use and dispose of the work in all fields of exploitation, including making it available for consideration. As a rule, economic copyrights are granted by virtue of the law to the author of the work. However, if a work is created by an employee in the execution of his/her duties under a contract of employment, subject to the conditions as set forth in the Act, it is the employer who is entitled to such economic copyrights. Such rights are of territorial nature, are transferable, and can be inherited. Economic copyrights are also limited in time and, as a rule, expire seventy years after the death of the author (in the case of works of joint authorship, the deadline shall

be determined from the date of the death of a co-author who outlived the remaining authors). On the other hand, moral copyrights protect bond between the author and the work, unlimited in time and independent of any waiver or transfer, in particular the right of attribution of authorship, the right to designate such work with the author’s surname or nickname, or to make it available anonymously, the integrity of content and form of such work and its diligent use, decide about the first publication of the author’s work and maintain supervision over the use of the author’s work. TRADE SECRET

Moreover, the results of R&D activity may constitute a legally protected trade secret subject to the Act dated 16th April 1993 on Combating Unfair Competition. Pursuant to this Act, an act of unfair competition is an act of communication, disclosure or use of someone else’s information constituting the trade secret or their acquisition from an unauthorised person, if it threatens or infringes the interest of an entrepreneur. The aforementioned Act defines the trade secret as all technical, technological, and organisational information of an enterprise that has not been made public or any other information of commercial value as to which the entrepreneur has taken necessary measures to ensure their confidentiality. The information that are subject to protection as a trade secret may be the abovementioned inventions, utility models, industrial designs, and topographies of integrated circuits, not yet covered by industrial property rights. It should be noted that a breach of a trade secret is a criminal offence penalized with a fine, restriction of liberty or imprisonment for up to two years. •

An industrial design may also be a result of R&D activity. An industrial design is a form of a product or of its part, which is new and has an individual character given to it especially by the characteristics of lines, contours, shapes, colours, product structure or material, and by its ornamentation.

COPYRIGHTS

R&D activity may lead to a creation of a copyright work subject to the provisions of the Act of 4 th February 1994 on Copyright and Related Rights (hereinafter referred to as “ACRR”). The subject of copyright may be, in particular, academic and popular science publications, expert opinions, technical documentation, computer software, if they meet the requirements concerning work as set forth in the copyright law. It is worth noting that the protection granted to a computer software includes all forms of its expression (source code, binary code, and description in natural language). Outsourcing&More | November – December 2017

BUSINESS

The Idea of Multi-lingual Call Centre When I think of call centre operating multilingual projects in different languages, first thing which comes to my mind is British Airways (BAe) and their first, successfully implemented, project of global call centre (the 80’s and 90’s of the 20th century).

The idea was based on two facts:

• because of time zones, it is always between 8:00 AM and 4:00 PM somewhere, with the substantial role of the trade unions, • because of Great Britain’s colonial past, you can always find place where people speak English as fluently as natives.

on native-level and the costs are lower than in the country from which the project originates. Experience proves that language barrier is the only barrier for outsourcing of projects. The following inbound projects are successfully outsourced:

• info lines – global support of products and services within global or regional customer service, general level of information, • order and support centres, help desk – airlines tending to consolidate customer service (booking and sale of flights) are the leaders as well as software houses (support) or complaint centres (usually FMCG sector), • e-commerce support in all communication channels, except for telephone communication, is now electronic, it handles complaints published in social media and considers complaints

Once decided, call centres servicing BAe were established in Great Britain, Asia, Australia and the United States of America. People contacting BAe call centres did not always realize that they were communicating with people operating in different time zones. The satisfaction of the clients was exceptional. Additional bonus was the fact that the consultants were actually offered regular working hours, which in this business was exceptional as well. From the years perspective we may deem BAe the offshore forerunner as they were the first company to move its projects abroad and to different time zones. as well as the following outbound ones:

Cezary Lewiński, CC & Outsourcing Business Line Director, Mellon Poland.

Since Europe is multilingual, nearshoring seems to be the answer. Nearshoring means to move projects to neighbour countries, mainly to improve cost efficiency. French companies are the forerunners in that field. Due to France’s colonial history, the projects are moved mainly to North Africa. In this case projects are outsourced to countries where the command of language is

• telesales / acceptance of orders – extremely popular with direct sale companies and teleshopping, • generating of leads – surveys of products and services (recruitment of patients for clinical tests is a new thing), • customer surveys – the branches vary from FMCG or producers of tires to software houses and financial advisors.

Since Europe is multilingual, nearshoring seems to be the answer. Nearshoring means to move projects to neighbour countries, mainly to improve cost efficiency. From the client’s perspective, only global companies are able to handle outsourcing of such projects on satisfactory level, preferably with numerous worldwide branches. Such companies may quickly launch the project having consultants with almost native command of language at hand. Such consultants, if properly trained, guarantee high quality of communication with customers. Solid technological background seems to be an advantage if your communication with the client through different channels is to be consistent. Both quality and agility are the success factors. Such companies are recognized and appreciated worldwide. In July 2017 the company attended Call Centre Awards in London and received two prestigious prizes:

• Golden Award for the Best Outbound Campaign • Silver Award for the Best Outsourcing Partner. •

Outsourcing&More | November – December 2017

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BUSINESS

Flow at work – Factors determining the optimal experience at work Elation, inspiration and total absorption – these words are very often used to describe the state of flow. It results in great commitment to the task completion process, satisfaction and increased efficiency; that’s why it is a desirable experience in different areas of our social life. In terms of working, the flow state is exceptionally valuable. Flow is accompanied by employees’ great commitment, which contemporary companies consider a key aspect for achieving their market success.

People reach the flow state at work almost three times more often than during their free time. 40

Outsourcing&More | November – December 2017

BUSINESS Contemporary organisations do their best to attract the most talented employees and motivate them to work effectively. However, the most important actions are those that are aimed at influencing workers and the whole organisation in a constant way. Improving the working environment is one such action. A well-designed space, which facilitates the achievement of the optimal flow* experience, can increase employees’ productivity and job commitment. As a consequence, it turns out to be a very valuable investment made by an employer. IS IT POSSIBLE TO EXPERIENCE FLOW AT WORK?

It is believed that people have difficulty in deriving pleasure, losing track of time and feeling totally committed at work. Leisure time and entertaining activities are definitely more often associated with the above-mentioned aspects. However, despite all these beliefs, research clearly shows the following paradox: people reach the flow state at work almost three times more often than during their free time (Csíkszentmihályi & LeFevre, 1989). It has been found that employees experience great satisfaction and flow for over half of the time spent in their workplace. In comparison, when performing entertaining activities outside working hours, they experience the flow state for only 18% of their leisure time (Csíkszentmihályi, 2005). To make flow a more frequent experience at work, it is necessary to create a working environment that will help employees reach the state more easily. All the actions aimed at improving concentration, communication, cooperation and the overall atmosphere in an office can have a positive influence on employees’ wellbeing and their job satisfaction, which will consequently result in facilitating the experience of flow in their professional lives. CONCENTRATION

The main, and most important, aspect in the process of experiencing the flow state is full concentration on the task an individual performs. The number of interfering factors people are constantly faced with may prevent them from concentrating, or even distract them, during the task completion process. This has been confirmed by research data gathered by Bruch and Ghoshal (2002), which clearly shows that more

than 40% of the managers surveyed are highly motivated, but they cannot reach the flow state due to their inability to concentrate. COMMUNICATION

The communication process plays a crucial role in a company – it helps employees exchange information and share their knowledge and ideas (Dobek-Ostrowska, 2002). Employees can communicate with each other in an indirect way by means of technological solutions, or in a direct way through face-to-face interactions. Direct communication can be divided into two types: formal, which takes place at a fixed time and place, and informal, which is initiated spontaneously, at any time. Many analyses of contemporary working styles have shown that informal communication is used more frequently and considered by employees as more valuable during the task completion process (CEBE, 2005).

Employees who perceive their superior as a supportive person can experience the flow state more often than others who do not. SUPPORT AND A POSITIVE ATMOSPHERE

A working environment that supports employees has a positive impact on their well-being and the overall atmosphere in an office. In a company, the aspect of support applies to the way employees are managed and to the types of relationships between them. According to research, the supportive attitude of an employer has a highly positive influence on the results achieved by employees and their job satisfaction (Bak ker, Demerouti & Euwema, 2005). It has been shown that those employees who perceive their superior as a supportive person can experience the flow state more often than others who do not (Salanova, Bakker & Llorens, 2006). •

*Flow is a psychological state strongly connected with the task that is performed by an individual at a particular moment. It is an optimal experience involving leasure and great satisfaction. Source: Csíkszentmihályi, 1975. Outsourcing&More | November – December 2017

How to arrange office space to support flow experience? The answer to this question can be found in the report: en.nowystylgroup. com/flow.

Ewelina Adamus, Senior Workplace Research and Development Consultant Nowy Styl Group.

BUSINESS

People transform your business – not systems and processes! Why most Continuous Improvement initiatives in business services fail to bring satisfactory results?

In the business services sector the most important assets are the people who make up the organisation. It is those people who determinate in which direction a shared services center (SSC) will develop and the extent to which it will address the needs of internal customers. Usually though, the expenditure on employees’ development is less than 1% of the SSC budget and this is insufficient to address all the needs and expectations of a modern centre. At the same time those funds are significantly lower than the budget dedicated to initiatives related to systems and processes improvements.

standardisation and implementation of common ERP system after they achieved stabilisation. Once optimisation potential has been exhausted, the next step would be promotion of a culture of Continuous Improvement, using for example Lean Sigma methodology. Some of those initiatives have helped in achieving efficiency improvements. Often though, actual results were less satisfying than expected. When asked about an assessment of implemented Six Sigma initiatives, managers would usually indicate an achievement of around 1015% of expected results, while employees themselves rated them even lower.

Considering the above, are centers CAN IT BE DONE DIFFERENTLY? correctly diagnosing their optimisation The key aspect when it comes potential and development priorities? to the Continuous Improvement culture implementation are the basics. It is not enough, that an ongoing development TRADITIONAL APPROACH Over the years, the majority of centers is part of the company’s strategy and established in Central and Eastern is being promoted by management. Europe have turned to processes It is crucial, that every SSC employee is

able to identify optimisation potential and be empowered so that when they find an improvement opportunity, they know how to proceed with implementing the improvement. What does this mean in practice? FROM VISION TO KPIS

Usually, SSCs have a vision defined. Employees do not really understand though, how their daily work relates to this vision and how it helps in the realisation of the strategic goals. That is why we recommend that the center’s vision is interpreted for each team individually. Each team is different after all and comprises different personalities, goals, ambitions and has a different identity. Such personalised vision for each team resonates well with the needs of generation “Y”/”Z” employees, especially with the needs of having meaningful job, belonging to a group and being part of whole.

Outsourcing&More | November – December 2017

BUSINESS The vision is then translated into clearly defined success factors and enablers. The success factors should be supported by adequate and well balanced KPIs to demonstrate if objectives are being met. Finally, an implementation of even a perfectly defined vision can end up in a failure, if it is not communicated properly and executed on a regular basis at each level of the organisation. It is essential to effectively communicate the vision, for example during a townhall. As a follow up, managers should work with their employees to interpret it for their own areas, translating the vision into their daily tasks and activities. Afterwards, all that needs to be done is monitoring of agreed KPIs. DAILY DASHBOARD MEETINGS

It sounds simple but in practice usually there is no room for regular analysis and interpretation of KPIs, more so for considerations on how they relate to the vision. Surprisingly, employees of the centers often do not fully understand which KPIs are applicable to them, they interpret them differently or simply do not understand them. Even in organisations which put emphasis on KPIs, employees cannot tell if they are able to achieve them regularly. In order to tackle this issue, some of the centers, especially those in financial services and IT sector, implement daily dashboard meetings. It is a very good way to make such discussions happen regularly. Often though, teams end up having not enough topics that they could talk about on daily basis. However, if only such meetings have a defined structure and tools are implemented, that allow Team Leaders to deepen discussions, it turns out that there are a lot of topics to discuss and such meetings become the key part of the day, helping to energise and motivate the team and being the key forum for the sharing of ideas.

problem solving is approached. That is why it is so important that regular communication happens and that a Team Leader is able to moderate discussion in such way, that improvement potential can by identified and quantified. It’s good to promote a culture in which problems are perceived in a positive way, as an opportunity for improvements. Problems can be considered as healthy, as long as they are identified and thought through, and based on that there is an action plan to resolve them. That requires training employees to speak openly about issues. Individual employees may have issues with a correct assessment of the scale of the problem. If only they shared them The focus of the huddles should not with other team members, it might be about KPI analysis itself. It is much turn out, that their individual issues are more valuable what can be discovered actually impacting others on regular through their analysis. It is through basis too and so it is worthwhile to pay those meetings that the areas for attention to them. improvements are easiest to find. The key here is Team Leader’s preparation and Once an area for a potential improvement maturity, which should ensure that they has been identified, it is important that conduct meeting in the right way. They the responsibility for taking care of it should understand, that the aim of those is assigned to individuals. During the meetings is not to blame people for next step it is vital that possible root not achieving their targets but rather causes of the problem are identified, to diagnose areas that need attention, for example using lean tools, such as looking for issues with processes and “Fishbone” or „5Why” methods. Properly structured problem solving session, identifying coaching needs. which gets to the root of the problem If in addition to that a tiered huddle and tackles them from various angles, system is implemented, it will allow for often shows the complexity of the issue two-way communication not only within and leads to out-of-the-box solutions, the team, but across the whole center. which can be utilised within the team As a result, cross sharing of resources without significant interference in improves, the e-mail communication is processes. While the effectiveness of the reduced and challenges can be tackled individual sessions might vary, the key much quicker. This way the centre is their regularity and scale. In one case director can have information about an outcome of such a session will be everything important that is going on in a simple form for single person but on organisation every day, within 15 minutes another occasion a solution will be found and still before lunch. Sounds wonderful, that will improve the efficiency of the doesn’t it? whole team or that will eliminate serious errors. In this way those improvements will collectively bring significant benefits. PROBLEM SOLVING However, daily dashboard meetings on their own are not enough to have STANDARDS a significant impact. Deep cultural change One of the ideas that often comes out in organisation requires more tools and of the problem solving sessions are skills. For example the way in which standards. In virtually every center there

An implementation of even a perfectly defined vision can end up in a failure, if it is not communicated properly and executed on a regular basis at each level of the organisation.

Outsourcing&More | November – December 2017

When asked about an assessment of implemented Six Sigma initiatives, managers would usually indicate an achievement of around 10-15% of expected results, while employees themselves rated them even lower.

In Team Leader’s weekly calendar there should be time for coaching, problem solving and observations, so generally speaking for team management.

BUSINESS the team’s work efficiency, quality crucial too, that these changes are not or satisfaction. implemented on their own, but rather as a complex management system. More MOTIVATION AND SUCCESS often than not it turns out, that an answer CELEBRATION to a challenge identified by one element, Now that we know what needs to be like a morning huddle or brain storming improved, we have found time to do that, session, is another element of the system, what if we are faced with the team’s like coaching, standards or better time lack of motivation to implement those management. Only a combination of changes. How can we cope with that? all of those tools and adjusting them There is no better way than convincing to the specifics of a given team will the team that investing this time in all bring about the desired results. While the additional activities will pay back those elements appear to be simple to them. That is why, if the biggest and obvious, anyone who has tried concern in the team is not a bad quality to implement cultural change knows that of optical character recognition but implementation of them is not so easy. rather not enough cups in the kitchen Once implementation starts human or broken air conditioning, then those factors and inertia towards changes are the problems that we should tackle appear, and it is then critical to have an first. That will allow us to prove to the experienced coach or a change agent Once we know, what is the best standard, team that things that were considered available to support implementation and it should be documented and stored in unchangeable so far can be changed such a way, that anyone can access it after all. quickly and easily, while its key points are clearly visible. It is also worth checking Another way of building motivation regularly whether standards are being is simply coaching in any form, be it adhered to. The easiest way to do this informal conversations with Team Leader is to perform desk side observations or desk side coaching with a colleague of the processes on regular basis and from the team. What matters is that by arranging workshadowings, having it is conducted on a regular basis, not strong back up planning, and engaging once every six months during a midin team rotation, so that any deviations year review, but on ongoing basis, even can be identified and substituted by weekly. For the generation “Y” / “Z” an best practices. immediate and constructive feedback is crucial and according to various research, DIARY MANAGEMENT the most important need of employees While the above ideas sound interesting, is the need of personal development. the question is, when to find time for And is there really a better way to address problem solving or for documentation of it then coaching? standards in a situation, when employees already have their hands full. After Besides coaching, it is necessary all, no one will be working on process to constantly improve positive behaviour optimisation after hours. and ability to celebrate small successes. Something that does not comes with ease While that may be true, if a cultural in our culture. Again, this is something change is to happen, something needs that morning huddles can help with. to be done differently, so time has It makes it much easier to notice and to be found for all non-routinely value recognise the fact that someone adding activities. In Team Leader’s helped others in finding a new way weekly calendar there should be time to run a report or that someone was able for coaching, problem solving and to exceed targets. It is also an excellent observations, so generally speaking opportunity to celebrate with the whole for team management. Meanwhile, team someone’s birthday or completed Team Leaders tend to hide behind marathons. It all helps building the their operational duties and they team spirit. For management it is great manage their teams by e-mails, losing opportunity for visiting the team, personal touch with their teams and getting closer with them and showing making it impossible to manage appreciation of employees’ effort on teams in a human way, leading regular basis. The management needs to inefficiencies and an inability to react to lead by example. to challenges adequately. are process standards. Usually they are documented during the transition phase. Whether they are updated on a regular basis is a different story and verification, if the employees are performing processes according to the standards and procedures is a rarity. Meanwhile, almost every process can have several variations. How can a Team Leader know, if a particular employee is processing such a change in accordance with best practices? It is worth remembering, that standards do not need to relate to the process itself. They might relate to the way the documentation is managed, how complicated tasks are shared between the team members or they might relate to the communication with a client.

For the generation “Y” / “Z” an immediate and constructive feedback is crucial and according to various research, the most important need of employees is the need of personal development.

CONSISTENT SYSTEM

Aleksandra Stelmach-Gryszka, Senior Manager – PwC Leader of Operational Excellence Program Perform in Poland.

Moreover, even if teams would manage to find time for additional optimisation activities, it is up to Team Leaders if this time is spent on the right activities. After all, it is not about resolving every single smallest issue and create a standard for even a tiniest activity but rather to take care of matters that have an effect on

As we can see, there are tools that once implemented could result in improved efficiency and quality of work, of which we focused only on the most important ones. None of them are particularly sophisticated, but from our experience it seems that employees do not know how to use such basic tools. It is Outsourcing&More | November – December 2017

BUSINESS to motivate the team during hard times and guide on the right path. WHAT’S TO GAIN?

So what benefits are typically to be expected from the implementation of such a system? The most obvious and common benefit is an improvement in efficiency that can be used to transition new activities, create new services or reduce the impact of attrition. It is not typical to see a drop in headcount. Completed projects show that for a reasonably mature center the efficiency improvement potential would be around 15-25%. On top of that, KPIs improve, for example reduction in processing turnaround–we have seen 46% reduction in recruitment time in an agency specialising in BPO recruitment, improvement in working capital cycles

Completed projects show that for a reasonably mature center the efficiency improvement potential would be around 15-25%.

It turns out that after the implementation of such a system there is a much better communication flow, with significant reduction in e-mails traffic, while simultaneously efficiency and quality of the information improves. Employees are much more committed, coordinated and motivated. Implementation of such a culture may also be attractive for employees and help create a strong image of a people focused employer in a very demanding market. As a result, indicators related to rotation and employee’s satisfaction typically improve.

by 40% in O2C teams in one of the F&A SSCs or increase in client satisfaction So, how can we ascertain that the due to a reduction of errors by 68% in Continuous Improvement initiatives will achieve expected benefits? Ensure financial services operations. that you have motivated and capable Less tangible benefits include the employees and they will do the rest. improvement of organisation culture. Good luck! •

Outsourcing&More | November – December 2017

BUSINESS

TVP, LeasingTeam and precedented outsourcing Interview with Andżelika Majewska, Vice President of the LeasingTeam Sp. z o.o. Board.

O&M: Outsourcing in the public sector is still rare in the Polish market. You won the biggest and precedential tender for the performance of services for TVP S.A., as a result of which you also took over more than 400 TV employees. Could you tell us more about the details of cooperation with TVP? Andżelika Majewska: The popularity of outsourcing in the public sector is undoubtedly much lower than in the private sector. It results from the fact that such institutions often refer to solutions which have already been verified in private companies. TVP, in turn, decided to implement a solution which was not common on an important scale in public institutions. For this reason, our cooperation was of precedential character. It is worth emphasizing that the idea itself of separating some tasks outside, and thus relocating some employees to the external company, was developed within TVP and they established detailed rules and organized the tender in connection with the realization of the entire process. In 2014, the T VP Board began the realization of the project referring to the changes in the organization. Their purpose was to improve the company’s earning capacity. Restructuring was based on 7 pillars, including, among others, the relationships with service providers (producers of TV series and

broadcasts) and fixed assets (getting rid of unnecessary property). One of the elements also included cost reduction thanks to the changes in employment structure, which consisted in moving some of the functions of the enterprise, including the employees from four groups – journalists, computer graphic designers, film editors and make-up artists – to the external company and ordering the services from the external entity. Having won the tender, basing on the concluded agreement, we took over part of the TVP enterprise, and as a result also 411 employees providing services connected with journalism, film editing, make-up and graphic design. Employees taken over by LeasingTeam were performing specific tasks ordered by TVP, thus participating in the production of TV programs. Concluding the agreement with TVP constituted for us a unique experience concerning the realization of services basing on a business model which had never been followed before on such an important scale. This very interesting project made it possible for us to gain valuable business experience. The tender was organized according to the public procurement procedure. Due to the character of the ordering party, LeasingTeam was obliged to meet a number of requirements specified by TVP, am I right?

Outsourcing&More | November – December 2017

BUSINESS The main condition that we had to fulfil was to prove that the financial situation of our company was stable and to certify that we did not have any arrears towards the State Treasury. We were also obliged to prove that we had appropriate experience in the realization of HR projects, including TV production, which was supposed to comply with the activity of TVP. Moreover, the very fact of beginning the provision of services required from us important commitment, especially at the early stage of our cooperation, when we were getting to know new employees and implementing such services dedicated to them as, among others, career counselling. Employees who had been taken over by us had, within the scope of a professional support program, the opportunity to benefit from one-off financial support for the development of their own business activity. The vast majority of the employees taken over by us took advantage of this opportunity and received support reaching, on average, several dozen thousand zlotys, but there were also higher amounts granted.

criticism, your project survived and was completed. Changes of this kind always constitute a multithreaded and complex process, in particular when it comes to an institution like TVP â&#x20AC;&#x201C; characterized by a developed structure and various forms of employment. It is worth emphasizing that T VP is the most important media broadcaster in Poland, which attracts the interest of politicians and is partially financed from public funds. As a result, the outsourcing process was clearly communicated by LeasingTeam from the very beginning.

A precedential undertaking may have to deal with unexpected obstacles. In your opinion, what constituted the greatest challenge in connection with the provision of services for TVP? Due to the character of the employee groups taken over by us, in particular journalists, the cooperation with TVP was connected with publishing cooperation details in the media available to former TVP employees. These statements were often clearly aiming at discrediting the process. Also the activities of trade unions, in particular filing a suit for the Taking a cool analytical look at the first cancellation of the concluded agreement, months of your work, it can be noticed were aimed, as it seems, at forcing that even if you had to face strong the TVP Board to change the decision concerning the separation of specific functions to LeasingTeam. The case

Outsourcing&More | November â&#x20AC;&#x201C; December 2017

initiated by the trade union is now in progress; however, the Regional Court as the Court of First Instance completely rejected the legitimacy of trade union claims emphasizing the lack of legal interest in addressing thus formulated request. It is also worth pointing out that due to the public character of the ordering party, the project, from its very beginning, was controlled by a number of government agencies, e.g. Central Anti-Corruption Bureau (CBA) or Supreme Audit Office (NIK), which did not identify any irregularities in its performance.

TVP was repeatedly emphasizing that they had been forced to implement the process due to a disastrous economic situation as well as overemployment among individual professional groups.

Currently you are not cooperating with TVP anymore. How would you assess the realization of this project? The agreement with T VP was terminated with the expiry of the period for which it had been concluded, i.e. after two years. The previous TVP Board expressed the willingness to extend the period of the agreement many times. Nevertheless, the current Board did not

BUSINESS

As a result of 411 TVP employees being taken over by LeasingTeam as well as employment reduction by 1,000 positions, TVP limited their expenses by more than 17 percent.

decide to continue the cooperation and how to implement this kind of the appropriate course of cooperation. in spite of identifiable advantages, in service in a correct way? It is necessary to clearly specify the aim of the entire undertaking, planned KPI’s particular financial ones, i.e. the savings generated thanks to the cooperation and SLA, and then run a detailed analysis with LeasingTeam. TVP was repeatedly of process implementation. emphasizing that they had been forced to implement the process due If you were to compare the cooperation with clients from the private and public to a disastrous economic situation as well as overemployment among individual sectors, what are the key differences professional groups. The TVP Board, in and which group is “easier” to work order to avoid redundancies, decided with? to separate some of the functions Each company, active either in the and transfer them, having run the private or public sector, has their own tendering procedure, to the winning goals which they intend to realize. tenderer. Thanks to this solution, TVP The task of LeasingTeam is to provide employees not only avoided immediate and implement solutions which help the redundancies, but a guarantee of one organizations to concentrate on their basic activity thanks to the outsourcing more year of employment was included in their contracts. Leasing Team, in of less important, from their point of view, turn, thanks to its participation in the processes and functions. In my opinion, it project, unique on the national scale, is impossible to say which sector is easier gained valuable experience, which we to cooperate with. Individual approach are currently translating into providing towards each client and their needs is necessary, making it possible to create professional services to our customers. the most efficient cooperation model. What were the advantages resulting from the process of taking over TVP What are the benefits for companies employees for your client, and what which outsource? were they for the employees? Companies using outsourcing services gain a number of advantages, in particular It is worth emphasizing that this process enabled the desired modification in the financial sphere, as outsourcing enables the generation of savings. of the process realization model. Please In addition, the enterprises delegate consider the fact that the restructuring a lot of responsibility outside, e.g. of TVP was recommended by supervisory connected with HR and payroll services, institutions of government agencies and may concentrate on their core due to the necessity to adapt the activity. Cooperation with an external processes to market, technological and company also helps in conducting organizational requirements. Savings difficult changes, which often face generated thanks to the implementation of outsourcing constituted another resistance and performing them on one’s important advantage. As a result of own is nearly impossible. This concerns 411 TVP employees being taken over any changes relating to connotations, by LeasingTeam as well as employment relationships, trade union membership, procedures or structures. For example, reduction by 1,000 positions, TVP limited within an organization it is not always their expenses by more than 17 percent. possible to organize redundancies which Paradoxically, thanks to outsourcing, are necessary from the business and employees also avoided immediate profitability perspectives. This attitude redundancies. Professional counselling The outsourcing of processes and may seem brutal from the outside, but it as well as other solutions suggested functions involves taking over the is sometimes necessary for the company by us to the employees were aimed responsibility for processes and functions to survive and develop. at motivating the persons taken over which do not fit into the definition of the by LeasingTeam to bigger activity on main activity of a given organization by Finally, I would like to ask you to share the labour market. Taking employees an external provider. While signing the with us a golden rule – what should over by LeasingTeam made it possible agreement with a company providing we take into account while choosing to extend the employment period by outsourcing services, the ordering party a good outsourcer of HR services? at least 13 subsequent months on the precisely defines the results which they The experience and references of the same conditions as in TVP. At the same wish to achieve, but it does not provide outsourcing company are particularly time, those employees who started the instructions concerning the method important. Each outsourcing process is to conduct their own business activity of fulfilling subsequent tasks, with the different due to different expectations of were entitled to one-off financial support service provider taking full initiative in ordering parties. At the very beginning, for its development. A substantial part of this regard. Correct implementation of an experienced partner will not only the employees decided to proceed in this the service requires from the ordering conduct and in-depth analysis of the way and they are currently active on the party in particular choosing an company’s needs, but also suggest labour market, providing their services experienced and trusted partner, who is appropriate solutions to satisfy these not only to TVP, but also to other entities going to support them at each stage of needs. It is also worth remembering that from the industry. the realization of outsourcing. Positive low price does not necessarily ensure and open communication between good quality. What does the outsourcing of the parties from the very beginning of processes and functions really involve negotiations is of major importance for Thank you for the conversation.

Concluding the agreement with TVP constituted for us a unique experience concerning the realization of services basing on a business model which had never been followed before on such an important scale. This very interesting project made it possible for us to gain valuable business experience.

Outsourcing&More | November – December 2017

BUSINESS

Report: Poland in the eyes of foreigners. Advantages and disadvantages of living and working in Poland More and more foreigners work in the sector of modern business services in Poland. As of today, the percentage of workers from outside of Poland constitutes 9 percent of the employees in the industry, and according to experts it will continue to increase. Why do foreigners choose Poland? What do they like about our country? What are the obstacles of living and working in Poland? Monster Talent Sourcing Services asked this questions and the results have been presented in the report "Effective ways of language recruitments"*.

WHY POLAND?

Poland attracts foreigners mainly for two reasons: work and love. 40 percent of the respondents have chosen Poland because of the opportunity to find attractive work here, and 38 percent for emotional reasons â&#x20AC;&#x201C; they moved to live in the country of his or her partner. Those who decided to live in Poland for professional reasons often pointed out that the situation on the Polish labour

37 percent of the respondents declare knowledge of Polish at (at least) basic level. market gives more opportunities for the development than in their home country. Such answers do not surprise when we look at how high unemployment rates affect the people of Greece (21.7 percent), Spain (17.1 percent), Italy (11.1 percent), France (9.6 percent) or Portugal (9 percent). The sector of modern business services in Poland is thus an attractive alternative

â&#x20AC;&#x201C; offering stable employment and a fast growing career path. It turns out that studies in Poland attract few foreigners as only 9 percent of the respondents have come to Poland for educational purposes. The same percentage of foreigners came to Poland because of their interest in the Polish culture.

Outsourcing&More | November â&#x20AC;&#x201C; December 2017

BUSINESS Interestingly, up to 50 percent of the foreigners who have chosen Poland in the end, have also considered another country before their arrival. The list included, among others, Great Britain, Ireland, the Netherlands or Germany. – Poland vs. another EU country – is a common dilemma for foreigners. Tip for HR departments: It is worthwhile to recruit among workers ready to live abroad regardless of their current location and interested in work in an international environment – comments Aleksandra Pocheć, Consultant at Monster Talent Sourcing Services.

MAIN ADVANTAGES OF LIFE IN POLAND IN THE EYE OF THE FOREIGNERS Low coasts of living Attractive location in the center of Europe

PROBLEMS WITH COMMUNICATION

In addition, foreigners point out a lower standard of life compared to their home country – 25 percent and the difficulties associated with the organization of life – 23 percent. The lack of cultural and entertainment offers in English language is troublesome and hinders integration. This aspect has

42%

The opportunity to get to know Polish culture and customs

41%

Rich cultural and social life Other

36% 15%

MAIN DIFFICULTIES OF LIFE IN POLAND IN THE EYE OF THE FOREIGNERS

Foreigners pointed that low cost of living is the main advantage of Poland. This factor has been chosen by 68 percent of the respondents. Poland is still perceived as a cheap country as the prices of many services and products are significantly lower than in Western Europe. Foreigners (43 percent of them) also appreciate the location of Poland in the centre of Europe.

On the other hand, the foreigners see the flaws of life in Poland. A major disadvantage is the language barrier, which limits the ability of integration of visitors with Poles. Lack of knowledge of Polish language has been recognized as a difficulty in everyday life by 55 percent of the respondents. Unfortunately, foreigners are also aware of the lack of openness of Poles – 31 percent of the respondents have complained about it. They also complain about the difficulty in initiating contact with Poles – it is a problem for 26 percent of the respondents.

43%

Possibility to stay in an international enviroment

LOW COST OF LIVING AND GOOD LOCATION

The respondents have also chosen other advantages of living in Poland. According to 42 percent of the participants, the possibility of working in an international environment constitute a significant convenience, and an opportunity to get to know Polish culture and customs is an advantage for 41 percent of the respondents. Furthermore, rich cultural and social life is of value for 36 percent of the participants. The fact that foreigners are curious about Polish culture and want to get to know it is certainly a delight because it enhances the understanding of the surrounding reality and promotes integration.

68%

Lack of knowledge of the Polish language

55%

The lack of openness of Poles

31%

Difficulty in establishing contacts with Poles

26%

Lower standard of living than in the home country

25% 23%

Difficulties associated with organization in life No cultural and entertainment offer in the English language

21%

Lack of ability to speak English among Poles

21%

Other

15%

Source: Monster Talent Sourcing Services.

been indicated by as much as 21 percent – as a non–wage benefit – an additional of the respondents. As many people have language course. 41 percent of the also pointed out the lack of knowledge of foreigners have indicated in the study English language of Poles. that they have received such support from the employer. POLISH LANGUAGE: LESS AND LESS FOREIGN

Interestingly, 37 percent of the 40 percent of the Lack of knowledge of Polish language is respondents declare knowledge of Polish respondents have still a big challenge for foreigners. Although at (at least) basic level and 32 percent chosen Poland because of the our native language is not usually needed can boast of Polish at intermediate level opportunity to find for work purposes, it causes limitations or higher. attractive work here, in the private sphere of life. In spite of and 38 percent for emotional reasons the difficulties associated with learning FOREIGNERS HAPPY WITH WORK – they moved to live a new language – most foreigners declare IN POLAND in the country of his that they are currently learning Polish The positive view of the labour market or her partner. (39 percent) or intend to start learning in in the eyes of foreigners constitutes the future (23 percent). Only 18 percent of a beneficial conclusion. The level of the respondents have indicated that they satisfaction from work in Poland and work do not plan to learn our language at all. in the sector of modern business services is similar and high. It amounts to 7.75 points The reasons why foreigners choose for the country and 7.39 for the business to learn Polish are related to their private sector (on a scale of 1 to 10). life. 64 percent of the respondents have indicated such reason. In addition, As much as 75 percent of the respondents Lack of knowledge 51 percent of the participants admit point out the fact that working in Poland is of Polish language that Polish language is needed in a great opportunity to gain experience in has been recognized everyday situations, and 42 percent of an international environment. Foreigners as a difficulty the respondents believe that learning also have the opportunity to improve in everyday life by 55 percent of Polish language is a way to get involved their language skills and start an the respondents. in cultural events. Only 8 percent of the attractive career and development paths Unfortunately, respondents suffer the consequences of (46 percent each). In turn, 43 percent of foreigners are also the lack of knowledge of Polish at work. the respondents has appreciated attractive aware of the lack of openness of Poles – working conditions, relocation packages 31 percent of the The need to learn Polish is also seen by and additional benefits that have become respondents have complained about it. employers who offer foreign workers the norm in the industry.

Outsourcing&More | November – December 2017

BUSINESS High earnings as an advantage have been chosen by only 14 percent of the foreigners. In the opposite question about the main disadvantages of working in Poland, low wages were in the first place. 64 percent of the respondents have complained about low wages. – Unfortunately, it is hard to compete with Western European countries in this field, but Poland and the sector of modern business services still constitute a very attractive place of work that has numerous things to offer – the dynamic development, interesting career path, experience in multicultural teams and international environment, openness and respect for the cultural differences of employees – enumerates Aleksandra Pocheć, Consultant at Monster Talent Sourcing Services. Among other defects of work in Poland, which have been pointed out by the foreigners – were complicated formalities and extended administration – 45 percent, the need to adapt to the culture of work organization in Poland – 37 percent and unsatisfactory non–wage benefits – 18 percent. POLAND: WHAT NEXT? PLANS FOR THE FUTURE

BENEFITS OF WORK IN POLAND IN THE MODERN BUSINESS SERVICES SECTOR Acquiring work experience in an international enviroment

75%

Ability to improve language skills

46%

Beneficial development and career path

46%

Attractive working conditions, relocation packages, additional benefits High earnings Others

43% 14% 4%

MAIN DISADVANTAGES OF WORK IN POLAND IN THE SECTOR OF MODER BUSINESS SERVICES Low earnings compared to western European countries

64%

Complicated formalities, extended administration

45%

The need to adapt to the culture of work organization in Poland

37% 18%

Unsatisfactory non-wage benefits Difficulties in working in an international environment Other

12% 4%

Source: Monster Talent Sourcing Services.

*Foreigners from 20 European countries (Denmark, Finland, Greece, Spain, the Netherlands, Germany, the UK, Italy) and HR professionals from modern business services sector who deal with the language recruitments daily have participated in the study.

The foreigners have a good image of Poland and the Polish labour market. Most of them plan to stay in Poland in the next few years. On a scale of 1 (undecided) to 10 (decisive) foreigners who want to stay in Poland have reached 6.9 points. At the same time – asked for a further professional and personal future – they cannot give a clear answer. Such results may be due to several factors: the young age, lack of a specific career plan, and at the same time considerable financial and development requirements. Because young people become aware of dynamic changes in the global labour market, they are open to professional migration. It is of great importance that Poland is increasingly becoming the target of these migrations and allows foreigners to pursue a career in the modern business services sector. •

Aleksandra Pocheć, Consultant at Monster Talent Sourcing Services.

Outsourcing&More | November – December 2017

INVESTMENTS

INVESTMENT NEWS Cresa opens its second office in Poland

Cresa, the world’s largest tenant-only commercial real estate firm, has opened its second Polish office in the city of Wrocław. The new office is headed by Michał Grabikowski, who is also the Head of Tenant Representation, Office Department of Cresa Poland in Wrocław. Cresa’s office is located in Pegaz (B building), a modern office building at 1 Grabarska Street, close to the Market Square. Pegaz has won the first prize in the “Beautiful Wrocław” competition in the category “Public Building”. It was delivered to the market in 2016. Michał Grabikowski is an experienced commercial real estate specialist and a graduate of the Nicolaus Copernicus University in Toruń. Wrocław’s office of Cresa Poland began operations in November 2017.

Modernization of GTC office complex in Kraków

Galileo, Newton, Edison and Pascal office buildings located in Kraków have a new face. Modernization of the office complex owned by GTC is already finished. Works includes new amenities for tenants as well as improvement of outdoors common areas and the entrance lobbies. Global real estate advisor Savills is an exclusive leasing agent of the office complex. The modernization consisted of improvements such as installation of green pergolas on the axis of the complex along

Panattoni Europe Armii Krajowej St., complete renewal of completes a factory for the reception lobbies of three buildings as Ideal Automotive – nearly well as creating a gym, a salt grotto and 20,000 sqm in Zielona Góra a conference room on the groundfloor of Edison building for exclusive use of tenants. Panattoni Europe, Poland’s leader in Galileo, Newton, Edison and Pascal office industrial real estate, has completed a BTS buildings are parts of the Korona office manufacturing project for a German complex totalling 36,800 sqm. The complex company from the automotive sector, is located on Armi Krakowej street Ideal Automotive. The 19,645-sqm in Kraków, between Kołowa St. and facility was built in Zielona Góra at the Stanisława Przybyszewskiego St. Main Kostrzyn-Słubice Special Economic Zone. qualities of the buildings are high quality of The building was officially opened on the office space and above-standard height 7 September 2017. of floors. Savills is an exclusive leasing Panattoni Europe has expanded agent of all buildings within the complex. its automotive customer portfolio. The developer built a manufacturing and warehousing hall for the German-based Over 13 million sqm Ideal Automotive – a manufacturer of of industrial space in Poland vehicle interior parts and components, including textile linings, mats, coatings as well as moulded parts and sound damping components for dozens of car brands, including Mercedes-Benz, BMW, Audi, Volvo, Volkswagen, McLaren, Lamborghini, Bugatti and Porsche. The investment totalling 19,645 sqm was built in Zielona Góra within a special economic zone at the Lubuski Industrial and Technological Park. The manufacturing Colliers International summarises the section takes up 8,652 sqm and is adapted industrial market in Q3 of 2017. From the to the needs of the tenant’s technological beginning of July to the end of September processes through, e.g., reinforced floor, 940,000 sqm of modern industrial space special process installations including was delivered to the market and as compressed air systems, power supply a result the total stock in Poland exceeded to the machines or, finally, erecting 13 million sqm. Over 1 million sqm of a technical building which will house, space is under construction – according among other things, a compressor room, to the latest Colliers International report. refrigeration plant, accumulator plant and In Q3 2017 the most of modern industrial waterjet pumps. The warehousing zone, space was completed in Szczecin within in turn, has 6,400 sqm, while office and staff warehouses delivered for Amazon facilities have been arranged on 1,538 sqm. (161,000 sqm) and Zalando (130,000 sqm). Outside the building, more than 200 car These were the largest completions from parking spaces and 10 spaces for large July till September. Panattoni was the trucks have been provided. All access roads developer that dominated the market are adapted to the needs of heavy transport. in terms of new supply delivered in Construction works began last October, Q3 2017 (57.5%). the facility was delivered to the tenant in In the period July-September, March 2017, while its official opening took 131 transactions for over 800,000 sqm were place on 7 September 2017. The transaction signed. The largest markets in terms of was mediated by the international advisory transaction volume were Central Poland firm Colliers International. and the Warsaw market (zone II), where 150,000 sqm and 130,000 sqm were leased Business Garden Poznań respectively. 3PL sector dominated among has gained another tenant tenants – 23.7% of the total demand. At the end of September 2017, 794,500 sqm Provident Poland will occupy roughly remained unleased in the analysed markets. 680 sqm in modern office complex Business The vacancy rate amounted to 6.1%, 0.1 p.p. Garden in Poznań. Colliers International more in comparison to last three months. advisory firm represented the tenant in The most of available space is located relocation process. within Warsaw zone I – 9.8%, Poznan – Provident Poland is a part of the 9.3% and Kraków – 8.5%. International Personal Finance (IPF), Outsourcing&More | November – December 2017

INVESTMENTS

a global financial group. During over 20 years of its operations in Poland, Provident has become one of the most recognizable firms on the cash loans market. With the development of its operations, the company has decided to relocate its office to Business Garden Poznań. The tenant will move to the new office on December 1 this year. When completed Business Garden Poznań complex will offer a total of ca. 88,000 sqm of modern office and service space in nine buildings with an internal garden. First phase of the investment, comprising four office buildings totaling 42,000 sqm, had already been delivered in 2015. The second phase of the investment, covering five office buildings totaling 46,000 sqm, is currently under construction and scheduled for delivery by the end of 2018.

Citi Service Center Poland to fill out the first building of Generation Park

Walter Herz, a comprehensive commercial real estate consulting company, has set up the nation's first Tenant Academy offering free training for office space tenants across Poland. The training center will hold periodic meetings with experts from various fields, who will share knowledge and experience related to work on the office market. Expert panels will be conducted by advisors, negotiators, administrators, lawyers, and fit-out specialists. The training will cover crucial areas of tenancy and use of space, office change, lease agreements, as well as arranging and equipping office space. Tenant Academy is located at 32 Prosta Street in Warsaw, in Prosta Tower office building, which is Walter Herz’s headquarters. Expert panels will be moderated by Walter Herz specialists in leasing office space, tenant representation and real estate management, as well as invited experts from companies specializing in various fields related to the real estate market. Academy’s creators ensure that the presentations are conducted in a light and accessible format and that knowledge is shared in an easily comprehensible language.

Regional Markets’ share in investment volume is growing

Citi Service Center Poland – the biggest tenant in Generation Park so far – will occupy the remaining office space available in the project’s first building, developed by Skanska. With its expansion of 5,200 sqm, Citi’s shared services center will now occupy nearly 19,000 sqm in total and becomes one of the biggest Citi centers worldwide. International advisory firm Cushman & Wakefield represented the tenant during the negotiation process. Citi Service Center Poland will begin its relocation to building X of Generation Park in December 2017 with completion scheduled for April 2018. Thanks to the two contracts totaling nearly 19,000 sqm of space, Citi Service Center Poland will become one of Skanska’s biggest office tenants in Central and Eastern Europe. The office located in Generation Park will be Citi Service Center Poland's biggest location in terms of space in Poland.

Walter Herz, has set up the nation's first Tenant Academy

Outsourcing&More | November – December 2017

Investors are showing a growing interest in regional markets, such as Kraków, Wrocław, Łódź, Poznań, Tricity and Katowice – according to Colliers International and Deloitte Legal report entitled “Polish regional markets as investment product”, which outlines trends and investment opportunities on office, retail and warehouse real estate markets in Poland’s 6 key cities. According to Colliers International research, 30 transactions totaling EUR 1.5 bn were concluded on Poland’s commercial real estate market in H1 2017. This was the second best half year result during the last 9 years. Most active investors in Poland were funds located or managed from the US (29% market share), the United Kingdom (18%), Germany (16%) and the Republic of South Africa (13%). In H1 2017, investors were most active in the retail properties sector, where over EUR 900 m was invested (60% market share). The biggest transaction on this market was the acquisition of four IKEA retail parks for

EUR 220 m by a fund managed by Pradera. The office sector had 17% market share (EUR 260 m). No significant investment deals in the industrial sector were noted in H1 2017. However, Colliers International experts expect that the volume in this sector in 2017 will be high as several deals are at advanced negotiations stage.

IHS Markit to open its new office in Gdańsk IHS Markit, an international company specializing in conducting economic, financial and subject analyses on various markets as well as supporting decisionmaking processes for both business and institutional clients across 165 countries, has moved to the C200 Office in Gdańsk. The 4,300 sq m of modern office space encourages different styles of work – focused seclusion, teamwork as well as areas for rest and relaxation. The Gdańsk-based office of IHS Markit (formerly Primark Poland, GlobalInTech and IHS Global) currently employs over 200 specialists. The largest department is the Product Development & Delivery department responsible for developing IT systems and applications used by IHS Markit and its clients. The second biggest unit is the data specialist and analyst team working in the Economics and Country Risk department. The organization’s dynamic development combined with the ongoing recruitment process has resulted in the need to find a new office that would address as much as possible employees’ needs. The company has been closely co-operating with the Gdańsk University of Technology for many years. This fact has also had a great impact on the company’s selection of the C200 Office. Experts from JLL represented IHS during the processes of selecting the location and negotiating lease terms. Furthermore, JLL was responsible for project management over the arrangement project developed by Kreativa company. •

INVESTMENTS

In Gdańsk, over The key issue influencing the investment 2,000 people work at decisions of global players in various Intel R&D centre – second largest Intel sectors over the coming years is access R & D center in the to knowledge, qualified staff and US. advanced technologies. Innovation

creates the power of economies, its absence pushes states and regions to the

peripheries. What does Pomerania look The innovation strategy is based mainly on science and technology parks. like from this perspective? The key parks are located in Gdansk The Pomeranian region is well prepared (Gdansk Science and Technology and open to cooperation with Park), Gdynia (Pomeranian Science companies in the field of innovation, and Technology Park) and Kwidzyn especially in research and development. (Science and Technology Park). These

Outsourcing&More | November – December 2017

INVESTMENTS parks are primarily equipped with modern facilities with laboratories and research infrastructure. production and conference and training facilities, which is constantly being expanded. In terms of innovation, often one company is a source of inspiration for others. In Gdańsk, over 2,000 people work at Intel R&D centre – second largest Intel R&D center in the US. Polpharma also owns a research and development center where it develops generic drugs. In Tczew, Eaton Trucks developes new solutions for gear boxes. On the other hand, having developed one of the world's best speech synthesizers, IVONA Software was acquired by Amazon in 2013. The company took its first steps in the Pomeranian Science and Technology Park in Gdynia. Today Amazon employs several hundred employees and continues to develop speech-to-speech technologies in the field of artificial intelligence. For example, Amazon's voice assistant, Amazon Alexa, is being developed in Gdańsk-based R&D department. These are some examples of inspiration for other companies located in Pomerania or conducting their activity here. The latest example is the Irish company Benetel, which is one of the pioneers in creating small LTE stations and has recently opened its first international office and research and development center in Gdynia. Specialists are working on the technologies, that will be launched in a few years.

The innovation strategy is based mainly on science and technology parks.

An example of excellent collaboration with universities is Thomson Reuters Data Suite, which was established at the University of Gdansk. This is a lab that has access to one of Thomson Reuters' flagship products, Eikon, which is a highly sophisticated software designed to monitor and analyze financial information that provides real-time access to data.

The dynamic development of research and development companies is The activity of the youngest and the also conducive to the cooperation of biggest IT ensemble in Poland – Interizon Pomeranian universities with the current Pomeranian Cluster of ICT (companies investors in the region. What is more, it providing IT services, electronics and also creates opportunities for universities telecom equipment manufacturers) is to invest into equipment, which clearly visible in Pomerania. Its purpose is makes it possible to carry out various mainly to facilitate access to knowledge research projects. and to stimulate innovation, as well as to support entrepreneurs in different An excellent example here is the fields. Laboratory of Embedded Visualization at Gdansk University of Technology, which The development of innovative houses one of the world's few cubic companies is one of the priorities for the virtual reality caves, as well as a spherical Pomeranian Voivodeship, and therefore pacemaker. They help to determine a priority area of support within the what virtual reality might be in different EU programs. As a result, companies fields of science or industry, providing have the opportunity to receive an excellent basis for the research and subsidies. to carry out research and development on virtual reality. development projects, implement works or commercialization, and support A special Center for Knowledge and the construction, development and Technology Transfer was also established equipping the laboratories, so that at Gdansk University of Technology, they can house innovative products which aims to support academic and services. entrepreneurship, support research activities and manage the results of Undoubtedly innovation will be the these works and cooperate with the key aspect of economic development in Pomerania in the coming years. economic environment. The growing number of investment companies and stronger links between business and science prove that Pomerania has a lot to offer in this area.•

An excellent example here is the Laboratory of Embedded Visualization at Gdansk University of Technology, which houses one of the world's few cubic virtual reality caves, as well as a spherical pacemaker.

An example of excellent collaboration with universities is Thomson Reuters Data Suite, which was established at the University of Gdansk.

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

Maria Muszyńska Outsourcing&More | November – December 2017

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Medical technologies – potential for healthcare sector Healthcare sector always operated in the environment of high uncertainty. While traditional sector players are looking for new business delivery models, new entrants and medical technologies startups are shifting the sector to consumer centric solutions empowered by technologies.

$98,262,072 100,000,000 10,000,000

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COMPUTER POWERED EXPONENTIAL GROWTH

Computer power doubling every year and following the Moore’s law is not only advancing the technology, but also reducing cost and presenting marketplace with even more advanced medical devices and diagnostic tools. From business services, simple process automation, to fully automated production plans, to personalized and predictive healthcare empowered by machine learning solutions, healthcare sector is experiencing the power of digitalization to full extent. To add more, next to rather traditional sector companies, sector is also being entered by tech companies, which become the main disruptor pushing forward the developments.

possible symptoms. This enables doctors to find already tested treatments and even reach out to doctors, that already went the certain path. What is even more compelling, more advanced electronic patient record systems, wearable healthcare devices, connected healthcare, breakthrough in gene sequencing has led to impressive development of connected health. According to the study of The Economist Intelligence Unit and DXC.technology, healthcare organizations are adopting IT to become more competitive, rather than differentiate themselves. Same study shows, that majority of healthcare organizations use digitalization to become more efficient and provide better services, rather than to cut costs.

IBM’s developed Watson Artificial GENOMICS Intelligence system has demonstrated Cost of computing power and extreme its ability to beat Jeopardy (American TV progress in genome data has led to the game) and for past few years IBM is using era of personalized medicine. It did cost AI based technology for medicine. Watson Steve Jobs $100k to sequence his main value is in diagnostic – software is DNA and his cancer tumor, when now it able to crunch tons of medical data and would be just few hundreds and would return the possible diagnostic solutions take couple of days. It is expected that by from around the globe according the 2020 genomics application will become

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INVESTMENTS an essential part of the treatment process. Genome sequencing costs, timing and availability has not only improved, but is also leading the way for other major sector breakthroughs enabling forecasted and connected healthcare. HEALTHCARE DATA BOOST – A CHALLENGE FOR IT?

If some time ago the genome application was the issue for healthcare, now it is an issue of data analytics, and data problems are solved by developing IT solutions, according to James Wise a partner at Balderton, as he is writing at FT article about DNA startups attracting

venture capital. Continuous digitalization of healthcare sector has led to data explosion – from electronic patient records and possibility to provide better treatment for patients around the globe in lower cost, to need all medical devices recording data and streaming it to mobile apps.

This is where countries with cutting edge IT curriculum come into play, because next to advancing technology, well trained talent becomes one of the most crucial parts of the puzzle for healthcare sector players trying to move with the rapid stream.

According to Deloitte, the exponential growth of healthcare is mainly pushed forward by:

INTEGRATED BUSINESS DELIVERY MODELS AS PART OF A SOLUTION

• • • • •

Increased computing power Large data storage capacity Hardware miniaturisation Network connectivity Advance software capability

Cost of computing power and extreme progress in genome data has led to the era of personalized medicine.

Companies in life-sciences sector must deal not only with cost and pricing challenge, but also drive clinical innovation, connect with their customers, meet regulatory requirements and improve their business delivery models. Growing technological

Cost of sequencing human genome 2001–14

The rate of progress in genome sequencing has outpaced Moores law since 2008

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INVESTMENTS

power gives a possibility to develop even R&D processes. Centers of excellence model can be extremely helpful for the businesses looking for more agile delivery models. Standardized procedures and integrated work flow models help to use more capital for developing core products and solutions, also as to spend more time on developing core business processes – like market analysis, research, development, patient data management, genome data application, clinical trial management, or clinical data management. Knowledge paired with technological advancements like artificial intelligence or robotic process automation play tremendous role in advancing even most technology abundance processes. Pharmaceutical companies are familiar with the use of cognitive automation in their R&D operations, where it is used to accelerate the development of new drug compounds and to reduce costs. As KPMG states in their global business services for Life-sciences companies report, if cognitive automation is included as a key set of technologies in GBS, it can enhance dramatically both the efficiency and effectiveness of the delivery of services across the enterprise and the future direction of the pharmaceutical company. SSC, BPO or hybrid models creates true value for companies creating them a competitive edge while growing and acquiring new technologies. To add more,advanced organizational structures – including shared service centers (SSCs), business process outsourcing (BPO), or hybrids – were more frequently cited by life sciences executives as having real or even radically improved use of technology, according KPMG.

Prof. Virginijus Siksnys of Vilnius University one of founding developers of Nobel nomainated CRISPR/Cas9 gene editing technology.

Arminas Ragauskas nominated for European Inventor of the Year in 2016 for his intra-cranial pressure measurement technology.

TO SUM UP

IT talent, paired with research infrastructure and targeted not only large scale, but also SME from medical technologies and healthcare sector can help countries to develop a cluster for life-sciences and healthcare technologies. A cluster, where even larger companies want to enter for their research and advancement capabilities. To understand the potential – there were at least 600,000 employees employed by medical technologies industry in EU, in 2016 according to Medical Technologies association, and there were approx. 700,000 employed in pharmaceuticals sector. There were Ruta Labalaukyte, 26,000 medical technologies companies registered, while 95% Investment Advisor. were SMEs. •

Vilnius iGEM team won prestigious International Genetically Engineered Machine competition in 2016.

1 in 10 scientific lasers worldwide are Made in Lithuania.

Outsourcing&More | November – December 2017

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Romania’s spending on R&D is estimated to grow from 0.5% of GPD to 2% in the near future Research and Development is one of the main engines that contribute to a country’s growth. It describes the activity of investing a company’s goods or services to obtain new findings or create new products or services. Businesses conduct R&D actions for many reasons, but the most important one is to develop innovative products that will lead to further marketsand opportunities.

Half of the companies included in the study are planning to increase the R&D budget for the next year, and 63% of them are planning a long-term strategy to invest.

Romania is one of the Eastern European countries that are trying to build a suitable environment for Research and Development. Ranked by the European Commision as a “modest innovator” and having a low intensity among the European states, Romania has targeted substantial growth and improvements in R&D in the near future. The investments in this sector are estimated to grow from 0.5% of GPD to 2% in the next decade. The fiscal changes adopted in this country will stimulate the research programs and will help R&D to be sustainable, which will create the perfect framework for the establishment of functional private and public research and development facilities. Other factors, such as the legal framework or the state aids contribute as well to the development of this field in Romania. EVOLUTION OF THE ROMANIAN R&D

According to their history, Romanian research centers started to develop close to the important technical universities, which provided the support for the state to run the studies. Unfortunately, the 1989 Revolution came with a wave of limitations when it comes to educational capabilities and privatizations, which hit Loredana Niculae, CEO NNC Services the Romanian industry of research and Romania. development. Those barriers included

the reduction of the state funding and According to a recent Deloitte report, produced a low investor interest. But Romanian R&D activity is perceived in Romania never stopped its efforts of different ways. 68% of the companies growing the industry, and after the included in the survey said that R&D year 2000, major companies started means the development of new products, to establish R&D centers again here. processes and services, and even a more significant percentage (79%) Due to the current orientation of see R&D as the best method of making European R&D and its potential to substantial changes or, improvement increase the economy, the Romanian to existing products or services. Government prioritized its investments Moreover, approximately half of the in programs and strategies for this field. companies involved in the study (46%) There are many projects such as the consider that research and development

Romania has made progress in absorption of funds for research and development projects. Only in 2015, the European Commission approved 14 programs of funding the research areas. National Development Plan, the National Plans for Research, Development and Innovation, the National Programme of Reforms for achieving the Lisbon Strategy objectives, Export Strategy, Industrial Strategy, and so on. Those programs received the attention of the Government, but they also aroused the interest of foreign investors and companies.

programs which aim to improve or develop new products and services have mutual benefits with other companies or entities. In the same time, companies reported that R&D helped them create breakthrough solutions to reach different markets and build partnerships with external entities by purchasing their R&D services.

Outsourcing&More | November – December 2017

INVESTMENTS The overall picture is encouraging. The latest Deloitte report, which analyzed other aspects of R&D, reported that businesses are ready to follow the trend seen in previous years. Half of the companies included in the study are planning to increase the R&D budget for the next year, and 63% of them are planning a long-term strategy to invest.

financed by the Third National Research and Development Plan 2015-2020, with a budget of approximately 3.33 billion EUR which include state finances, EU funds and related treaties and partnerships. Even if every funding program has its rules and specificities, State aid is usually a form of non-refundable assistance in one or more rates, without exceeding the specific sum per project.

protection of data. Romania adopted lately legislative policies that restrict the circulation of data and protect it. According to the recent Deloitte report, protecting research knowledge is very important for companies: 65% of the institutions included in the study reported that they use secret policies, 41% use patents, 37% use trademarks, and 27% have copyright policies. But those might not be enough to protect The Romanian potential on Research and Development industry has been Those stimulants are very important the data, which is why companies demonstrated by studies and latest for the companies that plan to invest investing in Romanian R&D benefit from investments made in this country. There in research. Moreover, it is encouraging a well-established framework governing are a series of measures that Romanian to see that the proportion of the firms IP rights. If a company wants to file Government implemented to support which perceive R&D as a competitive a new product as national patent, the this field, actions that could transform advantage for the future increased formalities are few, and the duration of Romania into one of the most important in 2016, which is the reason why the license is usually 20 years from the research centers in Eastern Europe, but it new investments have been made in time the company deposes the request. also could provide a series of advantages this sector lately, according to the same Romanian legislation also covers the patents or new findings resulting from when it comes to employing specialists. report released by Deloitte. the employee’s research. LABOUR AND FISCAL INCENTIVES FOR THE ROMANIAN R&D SECTOR

65% of the institutions included in the study reported that they use secret policies, 41% use patents, 37% use trademarks, and 27% have copyright policies.

To increase the earning of R&D personnel and make the employment opportunities more attractive, Romania adopted at the middle of 2016 an income tax exemption for income obtained from salaries, as a result of involving in research and technological development. The only rule is to register to a separate R&D department, regardless the fact that it is a public or a private sector, and the salaries have to be part of the research budget. Moreover, the recent changes made to the Romanian Fiscal Code relieve companies which exclusively work in innovation and R&D from income tax (16%) for a period up to ten years, with the condition to accomplish all the state requirements. The change applies to both fundamental and applied research.

THE ADVANTAGE OF HAVING LOW COSTS WITH SPECIALIZED PERSONNEL

Another incentive applied for companies Every company wants to have specialized The current trend is to integrate the working in R&D is the possibility to deduct personnel to conduct successful Romanian patent system into the the expenses in an amount which could research programs. And if the costs of European protection framework, which reach 50% of the total investment, along having a skilled team involved in the will allow the European Commision with the ability to apply the accelerated development are low, the situation to create a unified legislation for all depreciation method to the specific is even better. Romania has one of states included. equipment. The incentive applies to both the lowest prices for qualified labor individual research and collaborative because the costs for living here are Even if the Romanian Research and partnerships. The research activities also small. Moreover, the Romanian Development sector suffered from severe can be conducted based on the budget Foreign Investors Council reported in limitations in the post-revolutionary allocation agreement within the group 2016 that Romanian labor represents years, it started leveraging its of firms or individuals, but also according a competitive advantage for foreign advantages and attracting new investors to the full right of the beneficiaries to use companies (75% had that position) due and companies. The potential of the research results in their activities. to the high education. The qualification development is estimated to be very framework provided by the Romanian high soon, and the benefits provided by educational institutions is consistent the Romanian Government will represent COMPANIES WHICH INVEST IN R&D across European countries, which the foundation for sustainability. COULD RECEIVE SUBSTANTIAL STATE AIDS makes the labor to be flexible and adapt Organizations should take advantage of R&D incentives and aids to create Romania has made progress in absorption to different situations and needs. innovative product and services while of funds for research and development saving consistent budgets. Moreover, projects. Only in 2015, the European PROPERTY POLICIES INCREASE the quality of labor provided by the Commission approved 14 programs of THE RELIABILITY IN ROMANIAN R&D funding the research areas. Presently, the One of the most sensitive topics Romanian market would provide research and development activities are when it comes to a company is the companies real competitive advantages. • Outsourcing&More | November – December 2017

Ranked by the European Commision as a “modest innovator” and having a low intensity among the European states, Romania has targeted substantial growth and improvements in R&D in the near future.

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The biggest lease contract of the first half of 2017 signed in Bydgoszcz Bydgoszcz is a modern and dynamically developing city, which is frequently chosen by entrepreneurs as a place to run a business. Industry reports also indicate that Bydgoszcz is an attractive place for investors. Reports that summarise transactions concluded in the first half of 2017 show that Bydgoszcz stood on the podium, outclassing all the other regional markets.

There is a good BYDGOSZCZ AS THE LEADER ON THE RENTAL MARKET business climate in There is a good business climate in Bydgoszcz which is Bydgoszcz which evidenced by the fact that the largest Polish rental contract is evidenced by the fact that the largest of the first quarter of 2017 was signed here, between Atos Polish rental contract and the Kraszewski Business Park. The contract covers an of the first quarter of area of 21,700 m2 (renewal and expansion). The sector of 2017 was signed here, modern services is very closely linked to the labour market and between Atos and the Kraszewski Business education. As a result, in the era of so called “employee’s market”, Park. more and more companies consider cities such as Bydgoszcz as

the locations for their new divisions.

– Up to 331,400 m2 of office area was rented in the first half of 2017 outside Warsaw. It is the best result in the history of the market and a 24% increase over the same period last year. This recordbreaking result also reflects the demand in Warsaw alone which further demonstrates the increase in significance and the dynamic development of office markets outside the Capital. It is worth pointing out that more and more companies are considering office locations outside major agglomerations mainly due to a lower saturation of the labour market – comments Łukasz Dziedzic, JLL Consultant in Market Research and Consultancy. Bydgoszcz is one of the main centres of the modern business services sector in Poland. The sector in the City employs approx. 10,000 people specialising mainly in IT/ITO. Global brands provide services from Bydgoszcz, delivering support to unique projects such as the IT support of the Rio Olympics, Bydgoszcz Regional the provision of IT systems for Patriot air defence systems or Development positioning of the largest brands in the field of mobile devices, Agency software and telecommunications.

Unii Lubelskiej 4C St. 85-059 Bydgoszcz p: +48 52 585 88 23 OFFICE MARKET IN BYDGOSZCZ barr@barr.pl The availability of high-end office spaces in Bydgoszcz amounts www.barr.pl to 74,000 m2. The incentive for creating new office investments

Outsourcing&More | November – December 2017

INVESTMENTS are new investors – tenants and companies increasingly competing against qualified employees who, more and more often, pay attention to high office standards and working conditions. The largest office park in the region is the Kraszewski Business Park with an area of 27,000 m2 occupied by such brands as Atos or Livingston. Other investments that are currently under construction are Immobile K3 and Arkada Business Park which, together, offer more than 18,000 m2 of office area. Other planned investments with the total area of over 51,000 m2 include Kwardat City Office, Scan Park Business Center or the new stages of the development of the Kraszewski Business Park, Optimum Park or Arkada Business Park. HOW DOES BYDGOSZCZ ATTRACT NEW INVESTORS?

Bydgoszcz is the capital of the KuyavianPomeranian Voivodeship and the economic engine of the region. As the largest business and academic centre (more than 32,000 students) the City has

a lot to offer to the potential investors Project manager who supports the investment project as each stage of its from the region. realisation. Which factors have led Bydgoszcz to be recognised by so many corporations? EDUCATING THE YOUNG IN SYMBIOSIS The first is undoubtedly qualified WITH THE LABOUR MARKET staff and high level of education – Well-developed structure of public especially in the fields of IT and BPO/ institutions and private universities SSC related specialisations. Every year, allows for close cooperation between more than 9,000 graduates leave the academic circles and the business. Bydgoszcz universities and enter the In secondary schools, regular meetings are organised to promote further labour market. education in the directions which are Another factor is the culture of work expected by the industry. Also specialand access to the employees. Employers profile courses and organised under the praise the Bydgoszcz employees for their patronage of such companies as NOKIA, loyalty and diligence. On the corporate Atos or iQor. Universities in turn, provide side, modern business services and IT courses teach skills that are valued by the sectors are in demand, offer relatively employers. higher earnings than average and a wide range of non-payroll benefits. Companies that operate within the region act as patrons, e.g. opened ASSECO Another important argument is the a management engineering specialiC i t y ’s a c t i ve s e l f - g ove r n m e n t . sation in cooperation with the WSB The Bydgoszcz Regional Development University, the University of Sciences Agency, established in 2013, is and Technology together with NOKIA, responsible for the economic Atos and Cisco launched IT and IT promotion of the City, the promotion management specialisations. This kind of entrepreneurship and providing of activity makes students and early one-stop-shop service for investment learners receive the most up-to-date projects. Each investor has a dedicated knowledge and the project partners can recruit their own “pupils”. •

Outsourcing&More | November – December 2017

The availability of high-end office spaces in Bydgoszcz amounts to 74,000 m2.

INVESTMENTS

Gdynia – a Smart and Innovative City In 2017, Gdynia, as the first city in Poland and Eastern Europe, received a smart city certificate according to the ISO 37120 standard. This is a confirmation of the fact that Gdynia keeps monitoring the quality of life, with smart technologies supporting this process. A smart city is a magnet for investors and residents alike. This is one of the factors why Gdynia is an attractive destination for foreign investors and, as one of the few large cities in Poland, maintains constant population figures.

terms, while consciously building its brand at the same time.

ISO 37120 – WE CARE ABOUT THE QUALITY OF LIFE

For many years, Gdynia has been efficiently implementing a sustainable development policy in all the areas of the city’s operation. As an acknowledgement of these activities, it received the ISO 37120 certificate this year for the first Polish smart city. The document proves that Gdynia monitors the quality of life on an ongoing basis. High standards of life quality are very important for Gdynia. The city not only has to collect and accumulate its own experience but also look for models of good practices all over the world and implement them with its own residents in mind. Having a sustainable development certificate also confirms that the city is attractive and competitive on a global level, including in economic or social

City data and its availability is also an important area of a smart city. Following the European standards, Gdynia has opened up its public data resources to join the elite group of cities which share such information. Gdynia’s www. otwartedane.gdynia.pl is Poland’s first web portal to use innovative technologies and software dedicated to collecting data and making it available. They are used to actively gather information from various sources, standardise it and store it on the website, as well to provide automatic visualisation of these metrics. CAR-SHARING: A NEW WAY TO MOVE AROUND THE CITY

In order to improve the quality of life and conform to the legal framework on

Outsourcing&More | November – December 2017

INVESTMENTS electro-mobility, Gdynia has decided to look for optimised solutions that meet both the legal requirements and citizen expectations. One such solution is a carsharing service. The city’s idea for launching the service is to implement a solution that will not generate costs on the part of the local government. Its role will be to apply solutions that give preference to shared cars, for example lower parking fees, dedicated parking spaces or engaging the city in promoting the service; Gdynia is one of the first cities in Poland which, by a City Council resolution, has adopted preferential principles for operators of a car-sharing service. Gdynia has also decided that it is worthwhile for car-sharing to be available in the larger urban area of several neighbouring cities and towns. It has taken on the role of the leader and invited Gdańsk, Sopot, Pruszcz Gdański, Rumia, Reda and Wejherowo to work together, having come up with a solution that will ensure a remarkably fast implementation of the service in late 2017/early 2018. The objective is for the service to consist of a widely available network of shared electric cars.

INNOVATIVE BUSINESS

Research and development is a driver for a city’s sustainable development. Creative connections between science and business stimulate innovative economy, which is why Gdynia puts a premium on innovative business. ICT and biotechnology are the sectors which have become firmly anchored in Gdynia and keep growing dynamically. Many companies put their first innovative ideas into practice, and systematically keep doing so, at the Pomeranian Science and Technology Park Gdynia (PPNT ). Creativity and new technologies are also developed in Gdynia at the Baltic Port of New Technologies and at the Constructors’ Park. At present, PPNT Gdynia has more than 200 innovative companies, with the success of some of them well worth mentioning. IVONA Software Sp. z o.o. was one of the first companies in the R&D sector to operate here; to date, it has developed 47 voices in the textto-speech technology. Their speech synthesiser is a precise, technologically developed tool that has already been appreciated by Amazon.com, one of the world’s largest media business players which purchased the company in 2013.

SMART TRANSPORT

Smart transport that is friendly to the environment and to the people is one of the mainstays of a Smart City. Gdynia has put a premium on such transport. In 2009, it launched a project entitled “Development of Pro-Ecological Public Transport in the Tri-City Metropolitan Area,” under which state-of-the-art trolley bus depots were built, along with the purchase of 28 new trolleybuses with an auxiliary battery-based drive. For this project, the PKT Trolleybus Transport Company was awarded a prestigious European Union distinction: RegioStars 2014. Trolleybuses with an auxiliary batterybased drive make it possible to service the areas which have no overhead wiring network. Also referred to as hybrids, they have become the calling card of Gdynia. In the coming years, their share in transport services in the city is planned to be significantly expanded. The TRISTAR Traffic Management System is an important part of transport and has improved the fluidity, safety and comfort on Gdynia’s roads. The system has connected 165 Tri-City intersections into an efficiently operating structure. Its heart is a network of computers, connected to the centres in Gdańsk and Gdynia, which first of all manages traffic lights and the movements of public transport vehicles.

Apart from technological parks, research and development is carried out in Gdynia on a larger scale by, for example, ADVA Optical Networking, ENAMOR Sp. z o.o. or the CTM SA Maritime Technology Research and Development Centre. ADVA is an international producer of telecommunications devices, while ENAMOR is a manufacturer and vendor specialising in developing, integrating and implementing technical solutions for customers in the maritime and aircraft sector, and in the defence industry. CTM has the competence as well as research and technical background to deliver tasks in the area of military and civil technology in a complete production cycle, along with research, development and implementation. CTM actively participates in NATO’s Defence Against Terrorism Program of Work, which includes the Portable Underwater Protection System for Naval Task Groups project. CTM has completed 6 projects since 2011. INNOVATIONS IN THE PORT OF GDYNIA

Gdynia is inseparably connected to the maritime sector. The state-of-the-art Port of Gdynia specialises in handling general cargo, including mainly LCL general cargo carried in containers and in the Ro-Ro system, based on an extensive network of links to the multimodal hinterland, regular short haul shipping lines and ferry services.

Exofin sp. z o.o. is another of the Polish companies to take their first steps in Gdynia’s PPNT; it developed fins which mimic real fish fins. Elite special forces units in Poland already use them as The largest shipyards operating in their equipment, and they are tested by Gdynia, Crist SA and the Nauta Shiprepair military divers all over the world, from the Yard, specialise in naval shipbuilding, off-shore structures, commercial USA to Israel. shipbuilding, offshore structures, Mpico Sys created the world’s largest upgrades and complex conversions. wall made of e-paper, to be seen at Gdynia’s shipyards also run extensive the United Nations headquarters in research and development activities. New York, and a seat numbering system This year, in collaboration with the Gdańsk University of Technology, the for Westminster Abbey. Nauta Shiprepair Yard has started work Wiran sp. z o.o. is working on a communi- on an innovative research project, cations device prototype for Cube known as WIND-TU-PLA. It is aimed Sat-classnanosatellites, used to explore at developing the existing concepts and space around the Earth, for the European delivering new ideas for the foundation Space Agency. and anchoring of off-shore platforms for wind turbines to be installed in the In October 2017, Andervision was granted southern Baltic. a patent for their nose apparatus dedicated to personal protection of the TAILOR-MADE GDYNIA upper respiratory tract. The spectacular Each day brings new challenges that success of companies located at Gdynia’s cities have to cope with. The most important thing is to listen to the PPNT attracts new foreign investors. people, businesses and investors, to be In recent months, Benetel Ireland opened in dialogue with them and jointly decide its first international office and R&D which solutions will be the best. And this centre, choosing its location at PPNT. is precisely the role of a smart city. In the coming 18 months, the company is planning to expand its Gdynia-based For Gdynia, the key objective is to team and to take the branch’s business strike a balance between the sense towards the 4G technology and early of happiness in its residents and pre-5G innovation. satisfaction in its investors. •

Outsourcing&More | November – December 2017

Gdynia’s www. otwartedane.gdynia.pl is Poland’s first web portal to use innovative technologies and software dedicated to collecting data and making it available.

Trolleybuses with an auxiliary batterybased drive make it possible to service the areas which have no overhead wiring network. Also referred to as hybrids, they have become the calling card of Gdynia.

Gdynia City Hall Investor Support Division ul. 10 Lutego 24 81-364 Gdynia Phone: +48 58 668 20 20 politykagospodarcza @gdynia.pl www.gdynia.pl

INVESTMENTS

Research and Development Initiatives in Kielce. Building Technological Advantage Nowadays, research and development (R&D) initiatives resulting in the emergence of innovations on the world market are the core of modern economic growth strategies, business development and creation of wealth in countries. The role of innovation continues to grow as far as international, regional or local competitiveness is concerned.

i.e. managed by the Polish Academy of Sciences and one of the technical universities. The unit carries out research in the fields of automatics and robotics as well as exploitation engineering and industrial laser systems, among others. Private enterprises are increasingly investing in research and development works, perceiving such actions as the greatest chance of success on a today’s highly competitive market. In 2017, 18 million Polish zloty was allocated within the Regional Operational Programme for Świętokrzyskie 20142020 for research and development activities in the local enterprises. How many enterprises in Kielce and the whole region are interested, in fact, in the R&D area may be proved by as many as 103 project proposals submitted by them in response to the competition announced by the Marshal Office of Świętokrzyskie Region. Above: Research laboratory in Kielce.

and Development Projects provides comprehensive assistance while implementing innovative projects, searching for funding opportunities for research and development activities, including those within the EU funds, like the Horizon 2020 programme. Kielce also houses the Laser Processing Research Centre which is a research and development as well as didactic unit managed by this university together with the Polish Academy of Sciences. The unit’s Among institutions didactic activities are financed by the implementing Ministry of Science and Higher Education, R&D activities in Kielce there are while its research activities are funded two universities: by the National Centre for Research and Jan Kochanowski Development, National Science Centre University and Kielce University At the Kielce University of Technology, and Kielce University of Technology. It is of Technology. in turn, the Department of Research the only project of such kind in Poland,

Among institutions implementing R&D activities in Kielce there are two universities: Jan Kochanowski University and Kielce University of Technology. The Department of Science and International Cooperation at the Jan Kochanowski University carries out works in the area of broadly-defined research activities. A programme of the Ministry of Science and Higher Education called Innovation Incubator+ supporting both processes of managing the results of research and development works as well as entrepreneurs in the field of research commercialisation in the region is to be launched at this university.

A model example of fruitful cooperation of the R&D sector with business is the Kielce Technology Park. Kielce Technology Park (KPT ) – a local innovation hub – creates favourable conditions for development for entrepreneurs and their enterprises. By investing in transportation, office and, especially, technological infrastructure of the Park, Kielce creates excellent conditions for development of innovative enterprises investing in the area of R&D. A good example for this is the implementation of the project Starting Platform: Technopark BiznesHub whose aim was to select several tens of start-ups which are now developing in Kielce and implementing innovative solutions being a solid basis for the R&D sector in the future. The Park’s tenant enterprises can

Outsourcing&More | November – December 2017

INVESTMENTS also count on professional advice in this images, and technological advice. area as well as assistance in establishing – Our services are directed to athletes and contacts and maintaining relationships producers of implants as well as orthopedic with large enterprises for raising capital and rehabilitation equipment – says Mateusz Pawlik, the start-up’s owner. and new ideas. He also adds that CABIOMEDE renders its The park’s latest investment, dedicated services “on demand”. for the development of the best start-ups, is also the city’s investment in the R&D Equally interesting activity in the R&D area. The California INC Technological sector in Kielce is conducted by Invex Incubator is to be a meeting place for Remedies. Just like CHEMLAB, it conducts science and business. This co-working research mainly in the fields of cosmetics and office space of over 14 thousand and dietary supplements. The enterprise m2 equipped with laboratory facilities was established 5 years ago, but it is and conference zone is a response based on the 30-year experience of the to the growing demand for start-up Inwex Innovative and Implementation ecosystems and support for innovation Unit founded by an esteemed chemist and inventor – Stanisław Szczepaniak and development in Kielce. being the author of over 100 patents and Among the enterprises carrying 17 patent applications. Thanks to its inout research activities in the Kielce depth research and development activity, Technology Park are CHEMLAB Kielce and Invex Remedies has developed an advanced, unique worldwide monoits “younger brother” – start-up COSSI. ion technology that is not only used in CHEMLAB is a modern research and cosmetology. This patented formula of development centre focused on mono-ions is being further tested for consulting activities for enterprises and producing medical and therapeutic institutions in the fields of chemical products, including anti-cancer ones. products, cosmetics and dietary supplements. It develops technologies In Kielce, there are also enterprises whose for industries producing especially activities have some R&D elements, just cosmetics, litho-cosmetics, liquids, and like those of the Pneumatics Systems and dietary supplements. It also creates Equipment Research and Development cosmetic recipes based on innovative Centre. This enterprise operates in heavy raw materials and technologies as industry and has been successfully well as conducts application and introducing innovative solutions on instrumental testing of cosmetics. This the Polish and international markets for year, the enterprise has launched a series many years. It carries out comprehensive of innovative litho-cosmetics based on scientific, research, development and the ancient properties of gemstones. experimental works aimed at preparing Meanwhile, the owner of the enterprise new solutions, elements and assemblies – Grzegorz Sychowski has started for pneumatics systems. The leading role working on new products. Together of the enterprise is to develop Polish with a partner, he established the start- pneumatics. It has its own research and up COSSI which was supported by the implementation facilities. Its technical project Starting Platform: Technopark staff possess a specialised knowledge BiznesHub. – The cosmetics we produce and experience in the field of pneumatics. contain shungite – a cosmic mineral discovered a few dozen years ago in Russia. Kielce also houses branch offices of It has unusual properties, for instance, it enterprises and units conducting contains fullerenes in a natural form – the activities in the R&D sector. One of so-called vitamin C60 which has strong them is Transition Technologies – an anti-oxidant and anti-cancer properties, enterprise whose seat is in Warsaw and and is used in medicine. We would like which has a status of the research and to use it in cosmetics as well, and it will development centre obtained by the be an innovation on a global scale – says decision of the Minister of Economy. Since its establishment, Transition the start-up’s owner. Technologies carries out research and Another start-up supported by the project development activities in the fields of Starting Platform: Technopark BiznesHub advanced computer technologies and – CABIOMEDE also operates in the R&D science. In Kielce, it mainly employs sector in Kielce. CABIOMEDE provides software engineers who work on modern small and medium-sized enterprises IT solutions for enterprises operating in with R&D services tailored to their different economic sectors. individual preferences, which allow them to benefit from R&D activities without Schwarz AG is a Swiss enterprise which the need to establish their own R&D has been present in Kielce since 2016. units. These services include computer- This is the first investment made by aided design, finite element analyses, this enterprise outside Switzerland and prototyping on the basis of medical the first one of Swiss capital in Kielce. Outsourcing&More | November – December 2017

One of the factors deciding about the investment location in Kielce is the strong tradition of metal processing industry in the Świętokrzyskie Region. This Swiss enterprise is interested in carrying out R&D activities in cooperation with the departments dealing with production engineering and automatics at the Kielce University of Technology. In Kielce, the enterprise invests in a modern technological line for the production of precision components from thin metal sheets which are welded, pressed, cut, or phased. The produced components may be used in railway, electronic, space and aviation, as well as medical equipment industries.

Private enterprises are increasingly investing in research and development works, perceiving such actions as the greatest chance of success on a today’s highly competitive market.

In Kielce and in the whole region, there are many enterprises which carry out internationally interesting research and development initiatives. The city’s R&D potential will be undoubtedly enriched by the laboratories of the Central Office of Measures. This modernly-equipped laboratory campus will be located in Kielce. It is a 200-million Polish zloty worth investment which will have been realised by 2021 and will contribute to the growth of R&D potential both of the region and of the whole country. Its modern laboratories will be used by the students of universities in Kielce as well. The laboratories will increase the employment in highly-specialised industries and thus keep the most talented university graduates in the city and attract young researchers from the whole country.

Schwarz AG is a Swiss enterprise which has been present in Kielce since 2016. This is the first investment made by this enterprise outside Switzerland and the first one of Swiss capital in Kielce.

Not only the economy of Kielce and the region benefits from the investments in the B+R sector. Thanks to them, the residents of the city are also being given more and more interesting solutions. •

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

BUSINESS

OPOLE BETS ON R&D Research activity of the Business Support Institutions, such as Science and Technology Parks, is one of the leading elements of their development strategy. Since Science and Technology Parks have a specific nature, it is necessary to subordinate and combine other actions, including integration of scientific community, by building strong relations reflected in the implementation of targeted R&D projects. Over a short period of time, it was possible to implement a few projects in the Science and Technology Park in Opole.

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BUSINESS

The projects were carried out on the research potential of both the Park initiative of both the Park and Park itself and the companies cooperating. companies. The projects of the Science The synergy between the respective and Technology Park in Opole are mainly activities makes the Opole research community consolidated. In that way, focused on two aspects: we have a Golden Triangle, connecting DIRECT SUPPORT Research and studies, Local Government given to the companies by the Park, and Business in Opole, which is which includes both infrastructural also developed beyond the Park. This is projects concerning the extension to the best exemplified by cooperation with the storage area and projects for installing Association “Industrial Park Metalchem” R&D equipment. Thanks to the current (SPPM) – an organization that unites Park extension, the Park community companies operating in intelligent is developed and new, promising sectors of the Opole Province (chemical companies with new technological technologies, machine-building and potential join the circle of Park metal technologies as well as the energy companies. These are the companies industry technologies). Companies operating in mechanics, control of that cooperate with SPPM implement technological processes, chemistry, IT, many R&D projects aimed at developing and small OIT companies. Cooperation innovative technologies, products between the companies, specializing in and production processes. There are different industries, is more or less a role currently a few such projects, and the model for those who would like to start latest ones concern energy-saving and their business operation on the basis of fire safety technologies. the prepared pre-incubation programme. DIRECT TECHNOLOGICAL SUPPORT

which covers access for the companies to R&D equipment and modern research methods. To enable Park members act in this respect and make it more attractive for them, the Science and Technology Park decided to create the Engineering Design Centre. The activities taken are consistent and oriented towards modern technologies used in various technical fields, which means that R&D Department can be created. R&D Department that operates within Opole Science and Technology Park does not only provide equipment, but also involves scientists, doctoral students and students of universities in Opole. The staff are responsible for support services in labs, IT services and realization of their own R&D projects co-financed by EU funds and commissions from industry. All initiatives associated with the technological development are implemented with the help of a patent agent who also supports startups, students and companies. Such outcomes result from the M.I.N.D. Strategy, i.e. Mentoring, Innovativeness, Modernity, Improvement, which was adapted and implemented by the Park. They enhance the innovative and Outsourcing&More | November – December 2017

Thanks to the current Park extension, the Park community is developed and new, promising companies with new technological potential join the circle of Park companies. All this is possible thanks to the atmosphere of openness and exchange of experiences and views which is reflected in conferences at the meeting point of research and studies and business, held by the Science and Technology Park in Opole or the “Industrial Park Metalchem” Association. Universities and local government are partners, but all these activities are also associated with business. The conferences are not only national, but also international in scope, for example the “Bridge”. These are only some examples of R&D activities within Opole, which can result in the development of new world-class technologies in the Opole companies and which is the basis for economic growth of the entire Opole Province. •

Opole Municipality. Investor Service Department. tel: 77 54 11 379 tel/fax: 77 45 11 861 economy@um.opole.pl www.investinopole.pl

INVESTMENTS

Research and development potential of Poznań Poznań belongs to the strongest Polish centres of significant scientific and research potential. The strength of the city is the availability of highly qualified staff, well prospering technology parks as well as innovative technical facilities of universities in Poznań.

Above: Beyond.pl Data Center.

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

There are 25 universities in the City of Poznan, including 8 state universities, with 116.5 thousand students. 40 scientificresearch institutions conduct R&D research, including 18 institutions of Polish Academy of Sciences (PAN), universities as well as private units. According to data for 2016, R&D units employed more than 5 thousand persons, including 1.1 thousand professors. Annual expenditures for research and development operations amounted to PLN 800 million. Research and development entities in Poznań focus on conducting research and implementation works in such domains as: chemical energy sources, textiles, scientific-research apparatus, new varieties of domesticated plants, construction, logistic strategies and electromagnetic compatibility. Poznań

institutions are successful in IT, molecular, genetic, biotechnological, immunological and technological research. SCIENCE PARKS SUPPORT INNOVATIVENESS

Poznan Science and Technology Park operates at Adam Mickiewicz University. This is the only science park in Poland holding a status of scientific unit, as a result of which it may apply for research projects. The wide range of operations includes: entrepreneurship support, technology transfer from science to business, research services, modern Data Center as well as renting of office and laboratory space. PSTP is a member of prestigious international organizations: International Business Innovation Association as well as International Association of Science Parks and Areas of Innovation.

Technologically advanced infrastructure is offered by Data Center Beyond.pl 2, the only Data Center in Central – Eastern Europe that meets the highest international standards. Dynamically operating research and development unit is the Wielkopolska Centre for Advanced Technologies located at the Morasko Campus of Adam Mickiewicz University. The centre is a joint initiative of 5 universities in Poznań: Adam Mickiewicz University, University of Economics and Business, University of Life Sciences, University of Medical Sciences, University of Technology as well as PAN, Institute of Natural Fibres and Medicinal Plants. In 2016, Selvita opened its branch

Outsourcing&More | November – December 2017

INVESTMENTS Left: Poznan Technology Industrial Park.

at WCZT – the largest innovative Polish biotechnological company in the region of Central and Eastern Europe. – Looking for alternative for Kraków location of our laboratories, we have considered several cities. We chose Poznań owing to a fantastic scientific potential as well as perfect research infrastructure at the Wielkopolska Centre for Advanced Technologies – says Dr Mirosław Zydroń, member of Selvita Management Board. Another entity operating at Morasko campus is the NanoBioMedical Centre being a joint project of Adam Mickiewicz University, University of Technology, the University of Medical Sciences as well as the University of Natural Sciences. The NanoBioMedical Centre cooperates with Institute of Molecular Physics in Poznań. Currently, it is the most advanced facility of this type in Poland. This unit is supposed to serve mostly Master's and PhD studies students, as the main task is to train staff regarding modern technologies. Non-state sector actively supports pro-innovation activities in Poznań. In Złotniki, the first Polish private science park – YouNick (previously Nickel Technology Park Poznań) – has been operating since 2006. It is chosen by companies involved in design of advanced IT systems, IT outsourcing, biotechnology, logistics, advisory services, service and production activities. In Dąbrowa operates Eureka Technology Park and in Wysogotowo INEA PARK along with the largest Data Center in Wielkopolska. In Poznań at Dąbrowskiego street operates the Nobel Tower Center for Advanced Technologies with entrepreneurship incubator, the investor of which was private nonprofit organization. At Obornicka street operates the Business and Science Incubator. Its aim was to provide

infrastructure for companies operating – On a European scale Poland is becoming between science and business. one of the hottest areas for innovation, research and development. Poznań in In 2016 in Poznań in total ca. 150 units turn is one of the largest Polish centers of conducted R&D activities, more than trade, industry, education and technology. 80 of which were business entities. It is particularly important academic center, In 2014 R&D institutions allocated more with over 100,000 students. As there is than PLN 779 million for research and very skilled workforce available this was development activities, i.e. two times a natural choice for us to set up our R&D more than in 2010, including PLN operations in this academically flourishing city of Poznań. It’s also closely connected 118 million for development works. with our central European market – said Ilja Summala, CTO of Nordcloud Group. THE CITY OF CLOUD COMPUTING D ynamic development of R&D institutions as well as availability of Poznań University of Technology qualified staff resulted in the fact contributes to the condition of research that, within few years, the interest of and development potential of Poznań, Poznań among innovative investors thanks to close cooperation, among from modern technology belonging others, with Huawei. At the end of to broadly understood IT industry, is 2016 HAINA project was implemented. rising. The city distinguishes on the It is Huawei training program that lets Europe map as a strong centre offering its participants deepen their knowledge services within Data Center and in the field of modern technologies during practical classes carried out Cloud computing. by professionals. In 2015 the Poznań Technologically advanced infrastructure University of Technology joined the is offered by Data Center Beyond.pl 2, group of partners of Huawei competition the only Data Center in Central- "Seeds for the Future" under which the Eastern Europe that meets the highest students had an opportunity to train international standards and having in the field of new technologies in the Rating 4 according to ANSI/TIA-942. company headquater in Shenzhen. • Beyond.pl is the first in Poland neutral telecommunication data centre offering IT services for business (outsourcing). Its offer includes, among others, colocation, dedicated servers, private cloud, public cloud, cloud computing, hybrid cloud, telecommunication services, IT administration, spare centre, data backup databases management as well as IT integration. The potential of Poznań with regard to Cloud computing was also noticed by Finnish investor, awarded last year by Deloitte as most rapidly developing company in Finland and one of the most rapidly developing company in EMEA – Nordcloud.

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Non-state sector actively supports pro-innovation activities in Poznań. In Złotniki, the first Polish private science park – YouNick (previously Nickel Technology Park Poznań) – has been operating since 2006.

Left: Selvita is one of the largest innovative biotechnological companies in Europe. Selvita laboratories, located within the area of the Wielkopolska Centre of Advanced Technologies (WCZT) commenced work at the beginning of May.

INVESTMENTS

Rzeszów – excellent location for R&D centers One of the main factors indicating an innovative region is the presence of companies engaged in high-tech Research and Development activities. In terms of R&D activity – the capital of Podkarpacie seems to look very impressive. R&D activities concentrated in the ultra-modern facilities of companies such as Pratt&Whitney Rzeszów, ML-System, MTU Aero Engines Poland, Borg Warner Poland, Fibrain, D.A. Glass, OPTeam or Nestle (NQAC) affects significantly the rising rank of the city of Rzeszów on the economic map of Poland and Europe.

Above: Nestle Gerber.

Right: Pratt&Whintey Aero Power.

Left: MTU Aero Engines.

Biuro Obsługi Inwestora Urzędu Miasta Rzeszowa ul. 3-Maja 7, 35-030 Rzeszów tel. +48 17 875 47 43 tel. +48 17 875 47 65 boi@erzeszow.pl www.erzeszow.pl

Undoubtedly one of the most innovative player operating in the local market is a Polish company FIBRAIN Ltd. – manufacturer and global provider of information and communication systems and fiber optic telecommunications. More than twenty years of systematic development strategy focused on the design and implementation of innovative solutions as well as the improvement and expansion of its own products, brought FIBRAIN company

to the position of market leader in fiber optic telecommunications in Poland. The company operates in 3 modern production and laboratory building complexes on the area of Special Economic Zones. The company also has a foreign branch in Mexico and national offices in Krakow, Warsaw, Lodz, Katowice, Wroclaw and Sopot. Fibrain employs more than 400 employees, of which just in

Rzeszów area – 370 (including more than 20 high-class specialists in the R&D laboratory). Thanks to modern research and development infrastructure and innovative patented production technologies, the FIBRAIN company became the only one in Poland and just a few in Europe with capacity for commercial fiber production. What is more important, FIBRAIN cooperates closely with leading national and

Outsourcing&More | November – December 2017

INVESTMENTS Modern Research and Development Center of non-invasive therapeutic methods was created in 2014 as a part of private Pro Familia Hospital. As a result, for the first time in Poland and Central and Eastern Europe, studies are being conducted over innovative method of treatment of uterine fibroids, by using ultrasonic thermo ablation, which is used successfully in a number of recognized medical centers around the world.

foreign Universities, as well as innovative technology companies such as InPhoTech. The company exports its products to over 30 countries, e.g.: France, Germany, Spain, Netherlands, Norway, Sweden, Mexico, Uruguay, Brazil, Algeria, Saudi Arabia and United Arab Emirates.

resulted in 12 national filing inventions and 1st international invention as well as 3 industrial design applications. All patents are used in the production – most associated with light and glass.

D.A. Glass invention on a global scale was developing and implementing the ML-System is the leading innovative production of glass with exceptional company in Rzeszów, one of the first in properties, which goes beyond all Poland that specialized in design and known limits of the processing power manufacture of integrated systems of the sun to heat, electrical energy and based on the technology of photovoltaic give the largest crops in the greenhouse cells integrated with the building (BIPV) facilities around the World. D.A. Glass for the acquisition of electricity from exports its products to the United sunlight. In its Photovoltaic Centre States and western market (Germany, for Research and Development, the the Netherlands). The company ML System company run an advanced also cooperates with leading domestic research related to increased conversion glass steel mills such as Guardian, Saint efficiency of solar electricity. What is Gobain or Pilkington. more important, ML System is one of the few companies that provides specialized Another key enterprise which conducts research on the properties of prototype production activity in conjunction with photovoltaic cells. New areas of research advanced research and development run in R&D include industrial research activities is BorgWarner Poland Sp. and development work related to zero- o.o. – a part of the American company dimensional semiconductor structures Borg Warner Inc. – a manufacturer of components and systems for advanced (so-called Quantum dots). powertrain and drivetrain technologies The result of research and development in vehicles. Rzeszów branch of the activities of the company are numerous global giant, which consists of patent applications, both national production facilities and a modern and European, as well as research BorgWarner Technical Centre, is cooperation with leading domestic and located in the Podkarpackie Science foreign Technical Universities. What is and Technology Park "AEROPOLIS" – particularly worth mentioning, after years in the immediate vicinity of the of research and development in the field Rzeszów-Jasionka International Airport. of photovoltaics, ML System managed BorgWarner Poland specializes in to become the first company in world manufacturing of turbochargers, control developing an innovative technology systems and automatic transmission that allows printing of photovoltaic cells based on organic components (solar cells of the third generation). Another dynamically developing company, running a leading high-tech research and development activities in Rzeszów is the D.A. Glass company. Its main business profile is associated with the formation and processing of flat glass. What is particularly important, D.A. Glass is one of the leading entities on a national scale in terms of patenting innovative technological solutions. The company's activity in the area of R&D oscillates around research into new applications for glass, research on optimizing the optical glass for special applications as well as increasing the efficiency of PV panels and solar collectors. Highly developed research and development activity Outsourcing&More | November – December 2017

control systems, timing chains as well as boosting and ignition systems for the automotive industry. Applied technologies allow to reduce fuel consumption and emissions, while improving driveability. The Technical Centre includes a wellequipped design studios, modern test stands, workshops and offices. Special research rooms, material and measuring laboratories, independent stations for testing of engines and turbochargers are dedicated for advance analytical activities. R&D activities are conducted in cooperation with leading Universities of the region and the country. The Company supplies its products to global automotive tycoons (Audi, VW, Fiat / GM or Ford). In Rzeszów Borg Warner employs more than 500 specialists.

Pratt&Whitney Rzeszów in its ultramodern R&D Centre (total cost: 213 mln PLN) conducts advanced research on aircraft engines (including construction work).

It is also worth to mention, that several global players of aviation industry conduct its research and development activity in Rzeszów. Pratt&Whitney Rzeszów in its ultramodern R&D Centre (total cost: 213 mln PLN) conducts advanced research on aircraft engines (including construction work). R&D Centre consists of 5 independent buildings and employs 300 high-skilled engineers. MTU Aero Engines Poland in its Research and Development Center, located in the Podkarpackie Science and Technology Park "AEROPOLIS", employs over 130 highly qualified specialists. In modern Center company designs aircraft components, provides the tooling for manufacturing and testing of engine components. Company is also engaged in development of electronics. •

Above: From the archive ML System.

Left: From the archive Fibrain.

INVESTMENTS

ŁÓDŹ CREATES INNOVATIONS Innovativeness directly contributes to the economic development of a region, creating competitive advantages, and to general attractiveness in the eyes of potential investors. Innovative products and services push forward local economy, therefore, research and development activities are nowadays an indispensable element of strategy of the companies which wish to develop in a competitive market. A particular interest in the R&D area concerns the modern technology sector, as well as the production, biotechnology, and pharmacy sector.

Cooperation between enterprises and universities is gaining importance in building innovativeness. Łódź is a thriving academic centre. 76 thousand students, including 6 thousand choosing various IT-related fields of study, learning at over 23 higher education institutions. Each year, 30 thousand graduates enter the labour market, the majority of which use fluently at least one foreign language. The asset of local economy discussed was appreciated, among others, by Oberthur Technologies – a world leader in IT solutions, by opening a research and development centre in Łódź, in 2015. Experts from Oberthur Technologies R&D Poland create mainly card payment and mobile payment systems, including, among others, modern systems for Mercedes, so-called Connected Cars. The customers of Oberthur Technologies are, inter alia, the world’s largest banks (BNP Paribas, Barclay, Nationwide) and telecommunication companies such as Orange, Vodafone, and Samsung. Thanks to a broad access to well-educated IT staff in Łódź, companies conducting processes from the scope of Software Development are thriving. These are, among others, Cybercom Poland, Hexagon, Open R&D, BMS Poland, ABB.

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

The company that conducts an intensive research and development activity in the field of advanced computer technologies and IT is Transition Technologies, existing in the Łódź market since 2006. As a result of the activities, in 2010, by a decision of the minister of economy, the company obtained a status of Research and Development Centre, this way joining the small group of 31 companies with the status in Poland.

This year, another worldwide brand – Ericsson – appeared in our region, deciding on incorporating Ericpol centre from Łódź into the R&D structures of the company. This is the effect of a completion of a take-over by Ericsson of 100% shares in the entity which was a long-term supplier and developer of the software for Ericsson. Łódź R&D department works on developing a software which forms a basis of Ericsson Radio System solution, supporting even up to 40% mobile phone-calls each day all over the world. The company’s solutions are used by operators providing services to around 2.5 billion subscribers. A Dutch company, TomTom, in which almost 700 people work, is one of the largest employers in Łódź in the modern technology sector. Here, engineers develop data to create precise maps which are used not only by company navigation already known in the market – it will also be used by autonomous cars (without a driver). Engineers from Łódź have a chance to contribute to the development of automotive technology in a newly created Electronics Engineering Centre – ZF TRW. It is a manufacturer and distributor or safety systems which supports almost all of the largest automotive manufacturers in the world. The Centre deals with the implementation of projects in the area of the so-called active safety systems, supporting a driver during driving, using radar and video control system the application of which reduces the likelihood of collision or a road accident (these are, e.g., driver alert systems, automatic emergency braking systems, lane keeping system, automatic cruise control (ACC).

This is the city where research and design office of Airbus Helicopters Polska operates, as well. This unit is engaged in designing mechanical components of rotorcrafts, in particular,

Outsourcing&More | November – December 2017

INVESTMENTS in the scope of propulsion systems and their equipment. Design work in the office includes both current improvements of helicopters, modernisation projects of currently produced military and commercial rotorcrafts, and new constructions.

In May this year, the company announced an investment in BSH Research and Development Centre which obtained a permission to conduct activity in the ŁSSE (Łódź Special Economic Zone).

It is not the only centre of this type located within the Łódź Special One of the most modern world-wide Economic Zone. Since 2010, within Research and Development Centre in the Mabion S.A. structures, a modern the BSH Group works on improvement research and development centre of production processes in the household has been operating, where work on appliances sector. Łódź is not only a place biotechnological medicines used in of production of washing machines, oncology and treatment of metabolic tumble dryers and dishwashers in three diseases is conducted. The laboratory modern factories. This is the location of is one of few places in Europe enabling as many as seven out of eight shared the implementation of complex work services centres which work globally for on new biotechnological medicine: the entire BSH Group. One of them is R&D from the design phase, through the sector which is essential for the concern. choice of a platform and manufacturing technology to the manufacture of a ready-to-use pharmaceutical.

Cooperation between enterprises and universities is gaining importance in building innovativeness.

Farmacja Polska. Each year, the concern invests in research and development activities in the healthcare segment, and the number of people working there is more than 60 – these are the experts in the field of pharmacy, chemistry and biology, with high qualifications and a great experience.

A Dutch company, TomTom, in which almost 700 people work, is one of the largest employers in Łódź in the modern technology sector.

Undoubtedly, the activity of Bionanopark – a science and technology park with an attractive research, investment and incubation offer – has also an influence on the image of Łódź as a city of innovation. The activity of the unit is addressed to companies and institutions operating in the field of advanced technology. Bionanopark is primarily a modern implementation centre for business in which you can find bioand nano-technological laboratories equipped with top-class research facilities. The equipment profile of The R&D sector is a particularly the laboratories was selected in such important aspect of activity of another a way, so that the entrepreneurs could pharmaceutical company – Aflofarm commission research at every stage of development of their products or technology.

In order to improve the quality of life of residents and thus, the city’s attractiveness to investors, an area revitalisation is being carried out which affects not just particular buildings, but whole quarters of the city.

Bionanopark Incubator offers to young companies operating in the modern technology sector excellent conditions for growth thanks to assistance de minimis. It means access to modern office infrastructure under very favourable financial terms and a package of free-ofcharge advisory, training and promotion services. Since the very beginning of its existence, Bionanopark Incubator supported in total over 100 companies. Many of them achieved substantial success. This is the place where 3 innovative devices for people with reduced mobility were patented. Here, an internet browser for paralysed persons was created which enables to control the computer by blinking one’s eyes. This is also the place where a modern tourist information system based on photo codes was implemented.

Bionanopark Incubator offers to young companies operating in the modern technology sector excellent conditions for growth thanks to assistance de minimis.

The undertakings mentioned are only a part of the activity conducted by a widely understood R&D sector in Łódź. Nowadays, processes of this type more or less influence the activity of all industries. This is also the case in Łódź which, for a few years now, has attracted investors offering complex and technologically advanced services and products, which is reflected in the characteristics of local economy that is more and more marked with a growing role of R&D processes. •

Outsourcing&More | November – December 2017

CAREER & DEVELOPMENT

HR NEWS A New Consultant in Investment Department at Savills

Bartłomiej Uszkur has joined the Investment Department of the real estate advisor Savills as Consultant. Bartłomiej has seven years of experience in the professional services sector for the commercial real estate market. Prior to joining Savills, he worked at Cushman & Wakefield as an valuer. During his career, Bartłomiej was responsible for valuation of the real estate portfolio totalling EUR 1.5 bn and consulting projects. He has worked with such companies as Unibail-Rodamco, Immochan, CPI, HSBC and Pekao SA. Bartłomiej Uszkur received a master's degree in engineering at the Warsaw University of Technology in the field of spatial planning. He also continued his education at postgraduate studies in the field of real estate valuation and management at the same university as well as studied at Wyższa Szkoła Gospodarowania Nieruchomościami.

Bolesław Kołodziejczyk appointed Head of Research & Advisory at Cresa Poland Bolesław Kołodziejczyk, a business advisor with twelve years of professional experience in commercial real estate, has been appointed Head of Research & Advisory Department at Cresa Poland. Bolesław Kołodziejczyk and his team will provide support in strategy development and tactical planning for real estate tenants and investors, preparing highest and best use analyses, feasibility studies, due diligence and site selection processes. The Research & Advisory team will also deliver other services, including advanced

financial project analyses, advice on M&A deals and restructuring of real estate financing. Bolesław Kołodziejczyk has managed and participated in over 100 consulting and transaction projects for state-owned enterprises and private businesses. Before joining Cresa Poland, he had worked for Cushman & Wakefield advising such clients as KGHM TFI, STRABAG, Budimex Nieruchomości, Metro Properties, BOŚ, and PKP. Bolesław also worked for real estate investment funds. He is a graduate of the Warsaw University of Technology, an MBA graduate of the Edinburgh School of Heriot-Watt University, and was awarded a PhD degree by the Dublin City University. He is an MRICS and a certified management consultant.

Promotions at Cushman & Wakefield

Eliza Bingül became Head of Marketing and Communications. Before joining Cushman & Wakefield’s team in 2014, she had worked in commercial real estate marketing and communications for over 13 years. She had been an independent advisor to such organisations as SAZ (Association of Employment Agencies), NAI Estate Fellows and Property Talents. Previously, for seven years Eliza had worked for Colliers International, first in Poland and later in Turkey, where she set up and headed the company’s marketing and PR department for five years. At Cushman & Wakefield, Eliza is responsible for planning and execution of communications strategies in Poland, managing PR and marketing projects, and execution of all strategic local and regional marketing initiatives. She studied at the University of Warsaw, Faculty of Oriental Studies.

Mateusz Strzelecki has become a partner at Walter Herz

Karolina Samczyńska-Fiślak became Head of Marketing and Business Development. In her new role she is responsible for preparation and execution of a marketing strategy to support the company’s business growth in Poland including pitch management and development of marketing tools. Karolina has worked on the commercial real estate market for eight years. She gained her first professional experience in Cushman & Wakefield’s marketing department, which she joined at the start of her career. Karolina was also the company’s Quality Management System Representative and Manager. She now supports business processes to create added value for clients through close cooperation with sales departments, marketing initiatives and active consultancy. She is involved in Cushman & Wakefield’s transaction team and co-creates marketing campaigns for major investment deals in Poland. Karolina was promoted to Associate Director in June 2017. Karolina is a graduate of the Production Engineering Faculty of the Warsaw University of Technology and completed postgraduate studies in quality management at the Warsaw School of Economics. She also completed a management training program organized by Canada’s ICAN Institute.

Mateusz Strzelecki has become a Partner at Walter Herz company, which provides comprehensive, specialized consulting services on commercial real estate market in Poland. Strzelecki’s nomination is a natural consequence inscribed in the career of an expert and at the same time it is a recognition of his contribution to the company's development over the last

Outsourcing&More | November – December 2017

CAREER & DEVELOPMENT 5 years. Through his involvement, Walter Herz has significantly increased its presence on the domestic real estate market. As a Partner of the leading Polish entity operating in the commercial segment, Mateusz Strzelecki will be responsible for the development of regional markets and services offered by the company, including the development of a team dedicated to the hotel real estate sector. He will also be responsible for managing relations and co-operation with key clients and coordinating strategic projects for tenants and property owners across the country. Mateusz Strzelecki has many years of experience in co-operation with companies operating in various market sectors. He represented clients from, among others, IT and BPO/SSC sector, publishing and hotel industry, as well as the public sector, conducting transactions in both Warsaw and many regional cities.

New Head of the Industrial and Logistics Agency in Cushman & Wakefield Poland

Two experienced managers associated with the real estate industry have been appointed as members of the management board of Echo Investment

Mikołaj Martynuska has worked in Echo Investment for over a year. As the Managing Director he has been responsible for land acquisitions, pre-development, zoning, planning and administrative procedures, as well as sales of projects and non-core assets. Beforehand, he worked with CBRE Poland for 10 years, holding various managing positions and staying in charge of strategy consulting for developers. Before 2006 Mikołaj worked for CBRE Spain, Dragados, Buma System.

Joanna Sinkiewicz has been appointed Head of the Industrial and Logistics Agency in Cushman & Wakefield Poland and will be responsible for building and maintaining strong business relationship with both the existing and new clients in a range of established and emerging sectors. In her new role she will focus on strengthening and redesigning the industrial team structure to better respond to both the increased activity and changing market dynamics across Poland. She will be also responsible for coordination of occupier services across Poland. Joanna has many years’ experience in cooperation with tenants from various sectors, including: Allegro, Coca-Cola, Damco, Edu Książka, Euro-Net, FM Logistic, Flakt Woods, Flex, FM Logistic, Frohe, InPost, Jabil, Junghenrich, Kellogg, Medivet, Movianto, Panalpina, Phoenix Pharma, Sonoco, TRW, VMA, Unisourse, UPS and many more. In May 2017, she was appointed Partner at Cushman & Wakefield.

Savills strenghtens the office tenant representation team

Waldemar Olbryk as member of the Board is responsible for development of the residential sector. He works in Echo Investment since August 2017, and previously worked for Skanska Group companies, acting among others as the Managing Director of the development business, manager of units responsible for new businesses such as public-private partnership or shared services. Before 2008 Waldemar worked for Philips Polska, Apsys Polska, BP. Outsourcing&More | November – December 2017

Igor Yankilevich has joined Savills as an Associate, strengthening the Office Agency. He will be responsible for tenant representation services.

In his new role, Igor will advise Savills key clients interested in renegotiating terms of their lease agreement as well as in office relocation and space consolidation. Within the comprehensive services offered by Savills, he will also cooperate with other departments as a member of the team involved in office space arrangement (fit-outs), coordination of relocation process and in other advisory services related to an analysis of employees' needs regarding the working environment (workplace solutions). Igor has 15 years of professional experience, including 10 years in the commercial real estate market. Prior to joining Savills, he worked at Skanska Property Poland, where he was responsible for renting Spark complex in Warsaw, Nowa Fabryczna and Brama Miasta in Lodz. Previously, while working for Cushman & Wakefield, he advised tenants in the regional markets, specializing in providing services for the financial, medical and BPO sectors. Owing to his proficiency in Russian, before joining the real estate industry, Igor advised companies on business development in the Eastern markets.

Artur Sutor and Bartek Włodarski to head the office department at Cresa Poland

Cresa, a global tenant-only real estate advisor, announced today that the office department of its Polish branch would be headed by two experts: Artur Sutor and Bartek Włodarski. Artur and Bartek have a combined 33+ years of commercial real estate experience. They come from different backgrounds within this industry, both offering clients different value-added benefits. Yet combined, the resulting synergy brings to clients a broad range of diversified services. Bartek and Artur formed a team at Cushman & Wakefield in 2010 and continued their professional collaboration at Knight Frank. So far in their careers, they have been responsible for office lease transactions resulting in an average of 50,000 sq m transacted annually. They helped find office accommodation for such companies as: Allegro Group, Ipopema, RTV Euro AGD, BOŚ Bank, Philips Poland, Daftcode Group, Panasonic, Stroer, Cemex, Magnusson, Gessel, Legrand, Dom Development and many others. •

CAREER & DEVELOPMENT

BSS RECRUITMENT – A GREAT UNDISCOVERED POTENTIAL The advanced business services sector is becoming more and more important in the Polish job market. Dynamic development of the sector is directly associated with a high demand for employees. The intensity of the development has already proven to be a challenge for employers. The latest report by Randstad “Advanced Business Services Sector as a Workplace,” describes what encourages or discourages people with the necessary competencies from starting a career in the BSS sector.

78% of the people employed in shared services centers would recommend working in that sector to their relatives.

Looking at the workplace only from the perspective of its potential employees seems to be insufficient. The report compares the perceptions of candidates with the actual experiences of the employees of the advanced business services sector. It turns out that 78% of the people employed in shared services centers would recommend working in that sector to their relatives. Thinking about their professional future, 81% of them plan to stay in the BSS sector. At the same time, the sector remains unrecognized among the people who could be employed in it. Only 1/3 of the potential candidates are willing to pursue a professional career in the sector. It proves that distinguishing and paying more attention to the stage of entering the sector is crucial. HOW TO IDENTIFY WITH A SECTOR YOU DON’T KNOW?

The business model and especially the nature of working in the advanced business services sector still appear not fully comprehensible for outsiders.

While attempting to visualize a typical advanced business services sector employee, stereotypical thinking comes into play. A person employed at a SSC/ BPO is usually a representative of the younger generation who has just begun their professional career. Such an image does not necessarily reflect reality. It is true that BBS sector employers offer extended onboarding programs and courses. Therefore, young specialists quickly become familiar with their professional duties. Additionally, the sector is open to employees with extensive experience in such fields as accountancy, IT, order management, HR, data analysis or customer service.

sector; in fact they possess one of the key competencies required from candidates for positions at shared services centers. Proper communication and a carefully planned employment strategy could help companies open up to a significant number of people who have not yet been aware of the opportunities around them. CURRENTLY (UN)FULFILLED EMPLOYEES’ NEEDS

For potential employees of the advanced business services sector, the following aspects are important: a salary adequate to commitment, real promotion opportunities, the feeling of job security and a friendly workplace. At the same Moreover, people who are fluent in time, not all of those four employment more than one foreign language are aspects are offered to their satisfaction not aware of the opportunities for by their current employers (representing professional development in the BSS other sectors than the BSS). Outsourcing&More | November – December 2017

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Only 1/3 of the potential candidates are willing to pursue a professional career in the sector. It proves that distinguishing and paying more attention to the stage of entering the sector is crucial.

Potential employees of the BSS sector often struggle with the feeling that the employment aspects that are important to them have not been fulfilled. However, it turns out that they can satisfy their needs within the aspects that are currently not at the desired level by taking up employment at a shared services centers. A good example is the perceived salary satisfaction level. 29% of the respondents admitted that they are satisfied with their salary. At the same

time, 96% of them reported this as the highest priority factor taken into account when deciding whether to accept a position. It reflects a substantial disproportion in the experiences of the candidates and the BSS sector employees. Whereas the salary satisfaction among the candidates was at the level of about 29%, in the second group is was as high as 85%. It is a strong argument proving that BSS companies are attractive workplaces. •

The “Advanced Business Services Sector as a Workplace” study was carried out by the ARC Rynek i Opinia research agency upon the order of Randstad at the end of 2016. Extended focus group interviews (miniFGI, N = 4) were carried out and the data obtained was verified using quantitative study analyses (CAWI with BSS employees, N = 150 and CATI with candidates, N = 100). More information about the report: www.randstad.link/bss Outsourcing&More | November – December 2017

Magdalena Celemer, Randstad Professionals Regional Manager at Randstad Polska.

CAREER & DEVELOPMENT

Working in a call centre – a job for everyone? When looking for candidates, a recruiter reaches for various methods. One of them includes online observation of people who state they would like to find employment. I often encounter the following statement: I am looking for work and I will consider every offer, except for a call centre! Everyone believes, with more or less awareness, that the call centre industry is not popular on the labour market. Moreover, you could say for many it is the last resort. Let us consider the cause of that.

The recruiter, who carries out the process and decides about the employment, is the key element. Despite the fact the labour market continues to be brutal for employers, and the call centre industry, with its specific nature, feels it with double strength, the responsibility for employing a right (or wrong) person should not be smaller. I hear an opinion that recruitment for a call centre is a pretence, because, in fact, I employ everyone who submits their applications. Pressure put by managers as well as an awaiting risk of financial loss caused by a failure to fill the positions do not give a choice. However, a lack of the recruiter’s professionalism will cause high turnover frequency. It has to be clearly stressed that working in a call centre is not a job for everyone. Anna Chudyka, HR Specialist, Tivron.

high stress tolerance, thus developed empathy towards an interlocutor as well as an ability to take a perspective different from a personal one. The mentioned specificity also includes an element of self-motivation and working alone during several dozen conversations a day, whose effectiveness resembles a sine wave. It is a continuous balance between success orientation, the “I can achieve a lot, if I want to” attitude and the awareness of a limit of influence on a client (starting from experience and ending up with beliefs).

is highly dynamic and diverse. Not every person can function effectively in such conditions that are sensitive to changes. The sales projects are usually accompanied by a commission, an integral part of remuneration. During an interview, I always ask whether the candidate perceives the commission part as something positive or negative. For many, this is a moment which raises serious doubts. The awareness that the effectiveness of a person’s actions will directly determine the amount of the received remuneration is not obvious. The following question arises These, very often, are sales-related immediately: what if it does not work conversations, which are similar out? Let us be clear — working in sales to a game of chess. The content and requires a sense of inner control and a form of the question that a client will appropriately established beliefs. be asked can influence the decision about the finalisation of sales. As a phone You can often hear about so-called Working as a phone consultant is consultant, you are equally a product/ “salesperson’s gift”; but what is synonymous with intense contact with service specialists, a psychologist and a talent without a right mindset people and their emotions. It requires a negotiator. The call centre environment towards hard work and implementation Outsourcing&More | November – December 2017

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of one’s decisions? Would Robert Lewandowski achieve such success without numerous years of training and his persistence despite failures? There are many similar examples, and I believe all of them meet in a single point — an attitude. When working in a call centre, one’s attitude, towards sales in particular, is a source where everything has its beginnings. Candidates who appear at recruitment meetings have a different awareness of themselves and of a position they apply to. They vary in terms of their attitude towards sales. For instance: is it correct to say everything can be sold? What does it depend on? Each person asked about the way they perceive success in sales has the right to provide a different answer. Is an answer that indicates client’s satisfaction as the most important aspect synonymous with an answer stressing the achieved value of sales? I personally believe the difference is significant. It is a recruiter’s task to get to know a potential employee to the greatest possible extent. The recruiter is responsible for verifying whether people meet halfway in relation to the most important, crucial matters. I am of the opinion that sales-related knowledge can be acquired, if we remain

open to learning it and using it. If an organisation provides rich resources of internal training and permanent mentoring over each person, we are able to make a phone sales expert out of an amateur. The professional experience and the amount of the commission of the consultants who collaborate with us is an undeniable proof. Candidates tend to share their impressions concerning their participation in the recruitment process. Their opinions clearly indicate that recruiters have still a lot to learn. A lack of HR department’s competencies contributes to staff turnover in the first place. Of course, you have to use common sense and state clearly that during the recruitment process there is no opportunity to fully acquaint oneself with a candidate. The risk of making a wrong decision exists, but let us do our utmost to reduce it to the smallest level. On the other hand, you cannot ignore the fact that all units in an organisation create a whole, and the weakest link, which can be both a training department or a management method of leaders, determines its strength. After thousands of interviews and constant

Outsourcing&More | November – December 2017

I hear an opinion that recruitment for a call centre is a pretence, because, in fact, I employ everyone who submits their applications. observations, I can confidently say that working as a phone consultant requires much more than one could suppose. It teaches patience and humility when contacting others. It unveils, on a daily basis, mechanisms of human behaviour, ups and downs of human nature — even of our own nature as we often act as a client. Considering the above, I believe the selection process for a phone consultant should not be an unnecessary luxury, but a regular activity. The person responsible for the recruitment process should be a combination of knowledge and experience in human resources. Let us take care of professional HR departments — they stand for more than just a corporate showpiece. After all, it is thanks to them that we can say “business is created by people — the right people”. •

CAREER & DEVELOPMENT

An example goes from the top – in other words, the 3 myths of the manager In the recent study I conducted among managers, nearly 20% of respondents indicated that the greatest challenge in the work is time. The same number of respondents declared that their difficulty is also the fatigue and lack of satisfaction. We take responsibility for our managers which does not belong to us. We defend the myths that deprive us joy, pleasure and satisfaction. As a result, we feel tired. We postpone "ourselves" for later, sometimes we avoid thoughts about what is inevitable, such as that before us is another year. Remember, your people will find satisfaction, but first you need to feel it.

And that is how we got to the end of following year. From its beginning, I have shared my knowledge, experiences, and I described psychological research and experiments here. I introduced the results of my work and what science has to offer us, so as to do not break down the open door and use what we already know about the mechanisms and causal relationships of our behavior. Was it worth it? Yes. Did anyone use it? Supposedly yes. Is it easy to apply this kind of knowledge? Definitely not. This requires a deeper selfreflection, and in the first step of looking at what we do, how we communicate, behave, and deal with challenges. I think even if not everything, most of the things in our life can be changed. And we can certainly improve our well-being at work. Just stop believing in myths, but start modifying your behavior with a light dose of mindfulness. MYTH 1 YOU HAVE TO LOVE YOUR JOB – THOUGH LOVE IS NOT ENOUGH

Monika Reszko, Communications Expert, Business Psychologist.

If you love what you do, you are already halfway to fulfillment. Being able to pursue your passion at work is a sign of conscious choices and action in harmony with each other. However, passion is not enough, because love is not enough. I bet you have thought many times about this for more peace, more satisfaction, and better relationships. In the fervor of daily struggles, goals and tasks–taking care of your own pleasure and satisfaction goes to further plans. From Monday,

you work on the most important current issues, sometimes feeling the weight of unfinished tasks from the last week. If you create a good team, sharing such a situation can be less burdensome. However, it is not about everyone being tired, but about seeing progress and finding time to celebrate success.

As a result, people develop a learned helplessness. Waiting that one day your subordinates will relieve you of your tasks and you will finally be able to deal with strategic thinking is then a vain hope that will go away along with the rest of your satisfaction and joy of work, and we would not want that. MYTH 2 TIME – THE BEST EXCUSE, BUT NEVER TRUE

If you happen to make a decision without consulting, to impose your will peremptorily without pointing at the cause and purpose, you give a clear signal that the initiative is not welcome.

"I do not have time" – a phrase that I hear most often. In response, I ask, "For what?" And in that thing. It's not about how much time you have, but what you want to spend it on. I've already written about it. Time is the only resource we definitely have. The only paradox is that we do not really know: how much we have it. It sounded pseudo-philosophical. However, it is again inevitable and undeniable – the time will flow in its own way. Ask yourself what is really important to you. Determine priorities. You can do a lot of things superficially, or a few, but really well. Decide what your strategy is.

Being the boss: you set a tone, you shape the way, you make decisions. If you master the art of posting and you give your people space for action then you can enjoy the results of their creativity. But if you happen to make a decision without consulting, to impose your will peremptorily without pointing at the cause and purpose, you give a clear signal that the initiative is not welcome.

In everyday life, we are attacked by topics for today, furthermore, even by yesterday's ones. I rarely meet people who say, "It's ok, I made it on time." Only that, it is not Velká Pardubická. Even if the tasks resemble plowed fields and bushes, do not race with time because it's like kicking a horse. Treat time as a moment that you have here and now. It will be easier to choose priorities.

Outsourcing&More | November – December 2017

CAREER & DEVELOPMENT MYTH 3 THE PERFECT MANAGER – EVERYONE EVER HEARD ABOUT YETI

You've probably heard a lot about management theories, methods for building employee engagement and prescriptions for being perfect. The truth is that the ideal model is unreal. Do not try to match with the theory. To be even better, perfect, fantastic. Theory is like a gossip–each has a grain of truth. There are no universal prescriptions, methods or theories. On the other hand, hardly ever, the creator of any theory finds that "it depends". In fact, it is the only correct statement because everything depends on the context, situation, moment, goal and people who implement it. "The manager is also a man" – I heard recently at one of the meetings. How true that is, isn't it? And what we do, as a manager, we add the compulsion of having supernatural powers: I do not feel, I do not have dilemmas, I must be perfect.

ideal workplace? The fact that the ideal does not exist, it does not mean that you cannot strive toward it. Create your own vision that will give you satisfaction and pursue toward its realization by matching people with similar values. IT SMELLS OF LONELINESS ...

Most of us compare to others. This natural need for belonging causes that we check whether we fit, whether we are not worse, or whether we will not encounter the worst experience of exclusion. There is nothing more constructive than the support of others and the sense that we have someone to count on. That is why we often give up on our opinions, plans, and worse still we give up on our dreams, in order to not feel rejected. If this is so, then there is a high chance that someone is just comparing to you.

Only self-confidence and faith in the intelligence of the people can give you strength. This can be reinforced by a clear, understandable vision, interesting idea or fascination – so called charisma. Not just the beginning will be difficult. Every leader knows that obstacles are waiting at every turn. You can let go at any moment. There are many reasons to doubt. At that time, reach out to your vision and plans. That's why it's so important to answer the question, "Why are you doing something?" Every time when the resignation attacks, ask yourself and answer to it. WITH A NEW YEAR ....

If some of your goals on your annual list have not been "completed," then remember that due to the coming year, you do not have to make any new resolutions, and then you do not At the level of manager, boss, or leader have to have any frustration that you did this risk is included in the function not keep them. Fortunately, your annual itself. There you have to count on goals are not like account books – when The only thing that is worth knowing yourself and you must face the fact you close them, you cannot make about is the fact that you are kept that you will encounter negation, changes. Even if you have not realized on the candlestick. You are observed. lack of understanding and loneliness. all that you planned in the past year, You are the determinant of culture remember that another is equally for your people, who will expect good to continue the success and start answers from you. Therefore, first ask again things that you were not ready yourself a few questions. What culture until now. • do you want to create? What is your

Outsourcing&More | November – December 2017

CAREER & DEVELOPMENT

Recruitment Ads RECRUITER:

CONTACT: JOLANTA SZYPERSKA M: +48 691 691 099 E: JOLANTA.SZYPERSKA@RANDSTAD.PL

Manager Middle Office (from 300,000 PLN gross)

Responsibilities: • Execute effective supervision over teams and processes within remit, act as a single escalation point, decision maker and Subject Matter Expert where necessary to apply accountability over entrusted activities • Responsible for Control remediation and Control oversight over significant P&L and BS amounts • Create a culture of Creativity & Innovation through identifying ways to improve processes and develop creative solutions which are nevertheless grounded in reality and have real practical value • Awareness of changes to business requirements ensuring any impacts to outputs are sufficiently assessed and appropriate changes are implemented within required timescales • Continues adherence to relevant compliance guidelines and regulations, assuring Risk & Control standards • Coordination of local and global project Teams as required • Supervise trade activity from validation to P&L and B/S calculations according to Know Your Process, Know Your Risks, Know Your Policies and Know your Team guidelines • Ensure trade integrity between FO and BO systems

Requirements: • • • • • • • •

Finance or Middle Office background Strong challenge and control mindset with detailed understanding of Middle Office processes & control framework Strong understanding of Front Office, Back Office, IT interactions CFA, ACCA or CIMA, PRM or FRM student or member Excellent knowledge of English, both written and verbal University degree in finance/banking/economy or equivalent Ability to lead, manage and coach people Ability to work under pressure

Outsourcing&More | November – December 2017

CAREER & DEVELOPMENT

RECRUITER:

CONTACT: MARYLA AFTANASIUK-LISIECKA MARYLA.AFTANASIUK-LISIECKA@WYSER-SEARCH.COM

Consultant / Senior Consultant HR ( 360') (Salary: 84,000 – 108,000 PLN gross/year) LOGO A COLORI IN QUADRICROMIA VERDE C 56 M 0 Y 100 K 0 GRIGIO C 15 M 0 Y 0 K 50

Responsibilities:

• • • • • • • •

Independent realization of recruitment projects (end to end) for middle and senior management positions Responsibility for the development of Wyser and Gi Group clients portfolio Active generation of new business opportunities in HR solutions Building long-term relationships both with Business Partners and Candidates Consulting, advising on market trends in HR and recruitment Work based on direct search methodology Active participation in industry events, fairs, conferences and other meetings Worldwide cooperation within Wyser business network

Requirements: • • • • • • •

Experience in independent realization of recruitment projects for middle and senior management positions Experience in selling services in B2B sector Good command of English Ability to build long-lasting business relationships Taking care of high standards and quality of conducted processes Commitment and strong thirst for knowledge and development Ability to work in a team

Outsourcing&More | November – December 2017